Department of Human Services (DHS) is responsible for delivering a number of services, including welfare payments, across the nation’s population. With such a high number of users it was crucial that DHS’s digital platform was simple for customers to use and ensured they could easily communicate with the government.
As Australia’s population continues to grow, DHS made it a priority for their systems to reflect the diversity of the population that uses it. This included making the site friendly enough that those with low reading levels, low computer literacy or a range of impairments would be able to use it.
The aim of the Welfare Payment Infrastructure Transformation (WPIT) is to provide a seamless experience for everyone using the service. The transformation needed to cover face-to-face, phone and digital channels.
With the number of people using the service expected to grow in the future it was important that DHS had a thorough understanding of the needs of their users.