The truth about Centrelink's telephone wait times
by Paul Henman for the Conversation from World news | The Guardian on (#2GGY8)
A perfect storm of poor and worsening service delivery has hit the federal government's premier service delivery agency, but it doesn't have to be like this
The ongoing furore over Centrelink's automated debt recovery program has highlighted a perfect storm of poor and worsening service delivery in the federal government's premier service delivery agency.
The extent of Centrelink's customer service delivery problems is legendary, and it has been getting worse over the last decade. There are several reasons for this, including policy changes and funding cuts. But while the situation may look dire, there are ways Centrelink can win over dissatisfied Australians.
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