Self service terminals 133-02070000

Self service terminals:

• free up time for service centre staff or agent specified personnel to help customers who need it most
• allow customers to self service
• allow customers to avoid long waiting times to see staff in service centres
• offer a secure IT environment that protects customers' personal information
• offer a choice of touch screen or mouse and keyboard to perform tasks
• are on a stable IT environment with minimal downtime

In all agents and access points, a Multi-function Device (MFD) is connected to each self service terminal. This MFD allows customers to print information and upload documents direct to their Centrelink online account. Specified personnel at agent sites only can help customers use the MFD for this purpose.

• Direct customers to use self service when appropriate
• Help customers access and use self service, for example to:
• create a myGov account and link services
• sign in to myGov and access linked services
• complete an online claim for a payment or service
• complete their Centrelink, Child Support and Medicare business online
• Help customers with any problems

Promote self service terminals at employment registration and at review interviews.

Check job seekers are confident using the equipment. Give them basic 'how to' help.

Know when and how to refer job seekers to agencies for help with basic computing skills or preparing resumes.

Give job seekers the Looking for work? booklet (lw001).

If not receiving income support, let the customer know how they can use self service terminals to find work.

Customers can also access a range of job search facilities at their local Employment Services Providers office. This includes computers, printers, fax machines, photocopiers and newspapers.

When a customer accesses a self service terminal, the Services Australia website welcome page displays.

From the Welcome to self service terminals page, the customer can:

• sign into myGov
• get help using self service to do their Centrelink, Child Support and Medicare business
• access information about payments and services

Customers need access to their email account to get a confirmation code.

If they do not have an email address

Help the customer create one. Self service terminals can connect to most email providers. Customers can search the internet to find out how to create a free email address.

Email providers might ask for a mobile phone number. If the customer does not have a mobile phone, encourage them to create an email account on a private computer. They could do this at home, or at the home of a friend or relative.

Options for customers with an email address

When using a self service terminal (SST) to create a myGov account:

• If they can access their email account on their smart device, they can:
• start to create a myGov account on the SST
• get the confirmation code by email on their smart device
• enter the code to create their myGov account on the SST
• If they can access their email account on the SST, they can:
• start to create a myGov account on the SST
• get the confirmation code by email on the SST
• enter the code to create their myGov account on the SST
• If they cannot access their email account on their smart device or the SST, they can do it later

Staff can issue a linking code to help a customer link services to their myGov account.

Signs directing users to the self service terminals can include:

• a single slat sign in directory boards if applicable
• a sign suspended above the terminal
• a wall mounted sign welcoming job seekers to the terminal and advising they are free of charge

Arrange signs so customers can access the terminal without needing help from a Service Officer.

Digital signage in agent and access point sites may include a slide that promotes the use of self service terminals and online services.

Strategies should be in place to ensure fair access to equipment.

Advise customers they should only use the terminals for appropriate activities.

• Welcome to self service terminals page on the 'how to use' instructions with each terminal
• Printers supplied with ink and paper (print queue can affect customers' privacy)
• Equipment, screen and keyboard cleaned daily
• General area neat and tidy
• Customers' privacy maintained
• Equipment secure and protected to prevent vandalism
• Record access complaints, equipment breakdown and damage

Speed may vary depending on the number of customers using the terminal network.

Self service terminals send and receive information directly from data centres in Canberra.

They do not save personal data on site.

There are no hard disks or drives in service centres or agent and access point sites.

Service centre staff

Submit the Self Service Terminal (SST) issues webform via mySupport. See Resources page for a link.

Specified personnel in Agents and Access Points

Report any SST issues through the NAAPT IT Help Desk.