Re designing the Service Aus queue “do you have to get a number”
Me: “nah, security guard is triaging” 1/2

Common Q: “can you get through on the phones” asked by x3 pp so far @MThistlethwaite I’m finally down here in person. You should join me at Bondi Junction, I’ll show you how to re design it

Hint, just look around the corner at Service NSW’s outdoor set up.

If we want to create jobs, let’s start with @myGovau Service Aus.

One human in the line says “its like musical chairs” the phone lines, I say “no, please don’t put me on hold” (this lady is optimistic though, could be worse is her attitude)

Another re design proposal from the line: “They should open on weekends”
Me: “agree, how Service NSW does on a Sat”

Another idea to be solved “I’ve seen Mum’s waiting in line, and its getting closer to school pick up time”
Ok, some might argue that’s on a person managing their time but surely we can design better - being able to pick up children on time, in a community is important

I’m observing the older people leaning on the railing, a lady in a wheel chair, her partner sitting on the ground beside her @MThistlethwaite @DaveSharma you might want to make outside the Bondi Junction offices more accessible.

It would be so much simpler this Centrefarks user journey if we actually had trained commonwealth employed gov department staffers ANSWERING THE PHONES and not sending people around in endless loops of balls of string

Come to think of it; LOL:

The Serco Security Guard told me to make my time talking to a human at Centrelink short. WTAF @AusUnemployment. Me: nodding (but thinking: you’re job is covid crowd control, you can’t give gov services advice).

At the front of the line talking to the Service Aus (Centrelink Medicare MyGov - ok THE GOV) front desk staffer (there is no triaged check in - despite the sign) and the lady says I have to go back online or call

So I tried the next best option and I’m not afraid to say it; re hashed my story and added; I need to speak to a human not a robot, and I have to have my alleged debt manually reviewed by a human...

@MThistlethwaite @DaveSharma this is Bondi Junction Service Aus btw. I suggest you call the Manager and get a triage system going and tell them they can’t turn people away from the queue!!! Honestly 2021 in Australia.

@MariaMacNamara1 Cc. I don’t know when they dropped the service design ball but they need some help. How do we fix? and I know we can fix.

@kristin8X I’ll update you when I’m done, feel free to grab this tweet thread for archiving purposes. Let’s hope I get a resolution today in person. Fingers X.

Oh gawd, this does not look good:
“People deemed not to have a reasonable excuse face having their unemployment benefits cancelled. They can reapply but have to wait at least four weeks.”

https://amp.smh.com.au/politics/federal/people-are-turning-up-inappropriately-dressed-dobseeker-to-target-bad-behaviour-in-interviews-20210423-p57lyd.html

Funny because when you’re working and you notified them, you have the reference number from the call and you did all the right things then the ability to actually report gets taken away from you because the Job Service Provider (APM Employment Bondi Junc) doesn’t do its job

The system is failing faster and faster each time I engage with it and this is under the ScoMo Gov, so yes I can only ask the question: has political leadership failed the bureaucracy and in essence democracy One for you @JohnRHewson

So I just left Centrelink because #apmemploymentsolutions has the magic keyboard strike to re activate my Job Seeker. ARE WE talking about the COMPUTER SYSTEM or the LAW? @AusUnemployment @kristin8X

According to the Centrelink Officer if I walk down the hill and can get APM Employment Solutions to hit the keyboard, I will be able to report to Centrelink tonight.
Anyone want to pay me for a couple of hours investigative work? This is time I could have spent looking for a job!

So APM Bondi Junction said I couldn’t just walk in but they’d make an exception (so they should the tax payer pays them). The reason I ended up having the ability to report to Centrelink and do the right thing by my Neighbours @stuartrobertmp is BECAUSE, drum roll

My assigned job officer left APM Bondi Junction and I haven’t been assigned a new officer. Thus the IT system doesn’t know I was working and lucky I document everything. It takes 5min or less half for the 20 something yr old Gus to type into a plain text box feed back field

that I was working and it will take half an hour for this information to go from the Employment Providers’ back end system to Centrelink’s back end system.
So by the time I get in the front door, an estimated 3-4h later, I’ll be able to do the right thing by my Neighbours

and report to service aus, my gov, Centrelink, job seeker, newstart (whatever you want to call it) the hours I worked and my earnings.

Actual data that the Tax Office and my bank would have anyhow.

End of thread.

Big shout out to @kristin8X & @AusUnemployment thx you 4 help today. To all past & present colleagues and those in the know who’ve encouraged me to seek better government services & continue tweeting it all!
No thx to those not enabling a better designed system.