Quality checking in Process Direct and Customer First 111-23090615

Transactions completed for a customer in Process Direct, create work items that are subject to a quality assurance check using the Quality Management Application (QMA) checking framework.

Transactions completed for a customer in Customer First, create activities that are subject to a quality assurance check using the Quality On Line (QOL) checking framework.

There are 2 quality checking principles, which are embedded in QMA and QOL.

Payment Correctness - underpins the integrity of payments made by Centrelink and is defined by The Four Pillars of Payment Correctness:

• Right Person
• Right Program
• Right Rate
• Right Date

Getting it Right Standards – enables staff to get it right for our customers and supports payment correctness. For further details see Quality standards in service delivery.

QMA and QOL are supported by quality assurance frameworks which include, but are not limited to:

• quality policy such as sampling
• accreditation and review process of quality checkers
• the outline of roles and responsibilities
• the design, application and maintenance of checking tools
• a reporting output used to identify and improve quality outcomes

For further information on QMA and QOL, please select the relevant link below.