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Book Cover
Author Halligan, J. (John)

Title The Centrelink experiment : innovation in service delivery / John Halligan, Jules Wills
Published Acton, A.C.T. : ANU E Press, 2008
Online access available from:
JSTOR Open Access    View Resource Record  


Description 1 online resource (xvi, 218 pages)
Series ANZSOG Monography series
ANZSOG (Series)
Contents Introduction: Centrelink as a field of study -- Designing a delivery agency -- Centrelink's development -- Strategies and management structure -- Leading and managing change -- Reinventing service delivery -- Governance -- Relationships with client departments -- Entrepreneurship and challenging boundaries -- Lessons from Centrelink's formative years
Summary "Centrelink was established in 1997 as part of the Howard government's bold experiment in re-framing social policy and re-shaping service delivery. Centrelink was the embodiment of a key tenet of the Howard vision for public service: a specialised service delivery 'provider' agency separated from the policy functions of the 'purchaser'. Carved out of a monolithic Department of Social Security, Centrelink was established along 'business lines' operating 320 service centres and delivering payments to 10 million Australians. Although enjoying 'monopoly provider' status, the organisation was required to deliver services to many different clients on behalf of its 'purchasing departments' (up to 25 in total) under the terms of quasi-contractual service agreements. It was meant to demonstrate a greater level of both transparency and accountability for the administration of payments amounting to over $60 billion of Commonwealth expenditure. For many years there was a real 'buzz' around the Centrelink experiment and staff and clients were generally enthusiastic about the transformation. However, after around eight years, the experiment was reined in and Centrelink was placed under closer ministerial direction and under a new managing department. The experiment continues, but its trajectory reflects the different pressures impacting on such dedicated 'services delivery agencies'."--Publisher's description
Bibliography Includes bibliographical references
Notes English
Print version record
Subject Australia. Centrelink.
Administrative agencies -- Australia.
Public welfare administration -- Australia.
Form Electronic book
Author Wills, Jules.
ISBN 1921536438 (electronic bk.)
9781921536434 (electronic bk.)
Other Titles Innovation in service delivery