Media Release: Website overhaul shows early promise

14 November 2017

The Hon Alan Tudge MP

Minister for Human Services

Initial analysis of the new Department of Human Services website has shown that more people are using the online service to easily find the information they need.

Since the updated website went live on 27 August there has been a seven percent increase in the number of pages viewed during each session as well as a two percent increase in the time spent on the website.

Encouragingly, the improved search function is directing people to the information they need faster and more easily:

  • There was an 150 percent increase in the proportion of people using search and a 23 percent increase in the number of searches overall;
  • a 44 percent increase in the average number of pages people viewed after running a search, suggesting they are finding the information they need; and
  • a nine percent reduction in the number of people using the website that finished their browsing on the ‘phone us’ page.

The redesign is making it easier for people to access information and services online and is part of the Government’s ongoing commitment to improve services and reduce the need for people to call or visit a service centre.

Minister for Human Services, Alan Tudge said these changes have already made significant improvements for users.

“The website redesign is making it easier and faster for people to find the information they need, when they need it,” Minister Tudge said.

“On many occasions people call the Department when they simply do not need to because the answer to their question is readily available on the website.

“By improving the usability of the website, we are reducing the need for people to call or visit a service centre, which, over time, will help reduce wait times.”

The website reform is one part of the Government’s service delivery transformation which also includes the billion dollar Welfare Payment Infrastructure Transformation (WPIT) programme, a new $600 million telephony system, streamlining claim processes, 250 new call centre staff and other measures to reduce call wait times.