Michael Keenan (Stirling, Liberal Party) Share this | Link to this | Hansard source

My question is addressed to the Minister for Human Services. Would the minister inform the House what action the government is taking to improve productivity in Centrelink?

Opposition Members:

Opposition members interjecting—

David Hawker (Speaker) Share this | Link to this | Hansard source

Order!

Joe Hockey (North Sydney, Liberal Party, Minister for Human Services) Share this | Link to this | Hansard source

I know that it is Valentine’s day, but be calm. I thank the member for Stirling for his question. I know that he, like everyone else in this House—and I am being generous to the Labor Party here—believes that we have to improve service quality in Centrelink offices to ensure that those who are seeking services are getting the services that they are entitled to.

It was brought to my attention early on in the ministry that in some cases Centrelink staff were taking as many days in unplanned absences as they were in holidays each year. This was having a profound effect on the staffing levels of the over 300 customer service centres across the Centrelink network.

Opposition Members:

Opposition members interjecting—

Joe Hockey (North Sydney, Liberal Party, Minister for Human Services) Share this | Link to this | Hansard source

In order to address this, the management of Centrelink worked closely with the staff to try to reduce the number of unplanned absences during the year. In six months we have reduced the number of days that have been lost to unplanned absences by 24,000—24,000 days have been claimed back from unplanned absences by Centrelink staff. That is the equivalent of setting up a new call centre of approximately 200 people. It is the equivalent of setting up four new Centrelink offices.

Opposition Members:

Opposition members interjecting—

Joe Hockey (North Sydney, Liberal Party, Minister for Human Services) Share this | Link to this | Hansard source

The Labor Party tend to treat this as a joke.

Michael Danby (Melbourne Ports, Australian Labor Party) Share this | Link to this | Hansard source

Mr Danby interjecting

David Hawker (Speaker) Share this | Link to this | Hansard source

Order! The member for Melbourne Ports is warned.

Joe Hockey (North Sydney, Liberal Party, Minister for Human Services) Share this | Link to this | Hansard source

It is very important for the 24,000 staff of Centrelink but, even more importantly, it is a significant improvement in service for the six million customers of Centrelink because it means that the queues will be smaller and that there is more likely to be someone answering the phone. There is still some way to go, but clawing back 24,000 lost days is a significant step forward and a further indication of the commitment of the government to improve service delivery by the Commonwealth.

John Howard (Bennelong, Liberal Party, Prime Minister) Share this | Link to this | Hansard source

Mr Speaker, I ask that further questions be placed on the Notice Paper.