Subject category:
Human Resource Management / Organisational Behaviour
Published by:
The Australia and New Zealand School of Government (ANZSOG)
Version: 01-05-2014
Length: 12 pages
Data source: Field research
Topics:
Service delivery and agency operations; Access to services; Adaptive organisation; Benefits and pensions; Case management; Child support; Client service; Distribution and equity; Implementation / evaluation; Internal communication; Nationally consistent policies; Organisational culture and change; Review
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https://casecent.re/p/149706
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Abstract
This is part of a case series. In September 2009; Philippa Godwin was appointed Deputy Secretary; Child Support in the Australian Federal Department of Human Services (DHS). It was a period of significant change for the Child Support Programme (CSP). Measured by money collected from supporting parents; the CSP was (and had been since its inception) one of the most successful child maintenance agencies in the world. The world leading ratio of 16.2 cents for every dollar transferred between parents had remained virtually unchanged since the mid 1990s - and yet Ombudsman complaint levels were going up; domestic debt levels were rising; front-line staff errors were unacceptably high; and a backlog of transactions had led to the concern at the ministerial level.
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Abstract
This is part of a case series. In September 2009; Philippa Godwin was appointed Deputy Secretary; Child Support in the Australian Federal Department of Human Services (DHS). It was a period of significant change for the Child Support Programme (CSP). Measured by money collected from supporting parents; the CSP was (and had been since its inception) one of the most successful child maintenance agencies in the world. The world leading ratio of 16.2 cents for every dollar transferred between parents had remained virtually unchanged since the mid 1990s - and yet Ombudsman complaint levels were going up; domestic debt levels were rising; front-line staff errors were unacceptably high; and a backlog of transactions had led to the concern at the ministerial level.
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