Parenting Payment (PP) Service Updates 102-01090000

Service Profiling is a method of identifying which customers need a more targeted level of service and assisting them in meeting program outcomes such as correct declaration of earnings. Providing this targeted level of service contributes to Services Australia meeting the program outcomes.

Service Profiles are a set of characteristics that identify and link a customer to the most appropriate Service Strategy for meeting customer and program outcomes and ultimately to ensure correct entitlement is received.

Information displayed on a customer’s record allows Service Officers to better prepare for customer contacts. Service Officers will have access to a set of recommended actions and information about issues that should be discussed during the contact. This allows the Service Officer to get the most out of the contact and achieve the best outcomes for the customer and the department.

The PP Service Updates are:

• Earnings Under Declaration
• Income and Asset (Mail), and
• PPS New Child

Parenting Payment (PP) customers are also subject to Principal carer Service Updates.

Each Profile has a Service Strategy which involves conducting a Service Update with the customer to assist them in meeting the outcome.

Service Updates are displayed as Service Components for the relevant Profile on the customer’s record. Each Service Component is a set of Service Actions to be completed, some automated within the system such as appointment booking, and some manually such as conducting a face to face contact, to finalise the process.

The details of a customer’s profiles are displayed on the Profile Summary (PQS) screen to better prepare for customer contacts.