Designing with the customer at the centre

The department continues to transform the customer experience by learning directly from customers about how they use our services and redesigning those services around their needs.

Through a design session in March 2019 we met Ken, a Disability Support Pension customer, and heard his story of claiming the Pensioner Education Supplement. Ken was surprised by how easy it was to use the new online claiming process.

His online claim was pre-populated with information that the department already held, making the process much quicker than completing a paper form. He only needed to check his information and update it with any changes to his circumstances.

Ken was also able to upload any additional documents as part of the online claim. There was no need for him to call us or visit a Service Centre as he would have had to do previously. He was able to complete the entire claim process from the comfort of his own home.

‘The online claim is much better—I love it!’ was Ken’s verdict. Experiences like Ken’s are representative of the work the department is doing to improve customer experiences.