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Barry SandisonDeputy Secretary, Health and Information
Department of Human Services
Data: creating value for service delivery
Data: creating value for service delivery
Conference – “Information: the Currency of the Digital Economy”29 May 2014Presented by Barry Sandison
Page 3
Commission of Audit: Emerging View of
Information driving better services
There is untapped potential to use anonymised data and new data analytic techniques to improve the efficiency and effectiveness of government.
The Commission recommends that the Government, recognising the need to safeguard privacy concerns, rapidly improve the use of data in policy development, service delivery…..
Commission of Audit; Recommendation 61; Data
Page 4
DHS - INFORMATION MANAGEMENT FRAMEWORK
Page 5
DHS’s Information Usage Informing Service Design
The administrative data collected whilst delivering payments and services under Centrelink, Medicare and Child Support means:
•We know where people live •When many have worked or not •How they’ve responded to major life shocks •How they were treated for illness
We can follow family journeys through the social welfare system down the generations to help pinpoint disadvantage
Page 6
DHS’s Transaction Volumes
DHS is the largest Govt. provider of digital services in Australia.
Page 7
Growth in Customer Self Service
Page 8
DHS’s role in Digital Services in Australia
Collecting Data and Facilitating access while protecting privacy
•Authority to release data rests with the policy agencies responsible for the legislation under which administrative data is collected
•Strong protocols ensure clear accountability for data collection and release
•Existing gateways facilitate access to researchers to request de-identified data
•Communication up front helps researchers request the data they need
Page 9
Vast range of information collection
Page 10
DHS’s role in Digital Services in Australia
Electronic Data Interchange (EDI) is a key channel in the delivery of electronic services for the department.
EDI Comprises:
• Centrepay
• Confirmation Services
• Pharmaceutical Benefits Scheme (PBS)
• HPOS (claiming Medicare services at provider)
Page 11
DHS’s Information Usage Informing Service Design
The administrative data we collect in delivering payments and services under Centrelink, Medicare and Child Support provides an invaluable source of information.
We can contrast and compare the experiences of sub-groups within the population.
We can look at people and groups through the mid to long term.
Page 12
DHS’s Information UsageCase Study: Tracking behaviour longitudinally (What services work)
Page 13
DHS’s Information UsageCase Study: Tracking behaviour longitudinally (What services work)
- A collection of sites and customer outcomes were tracked over a two and a half year period to capture a gap in services
- A digital service offer was implemented to address this gap- The post service offer data was analysed and shows that the gap has closed
Page 14
DHS’s Information UsageCase Study: Predicting Potential Compliance Risk
Domestic child Support customers Collect, No Debt (580k)
Customers with debt within three
months (43k)
Predicted debt customers (18k)
Predicted customers with debt
(12k)
Predicted customers
no debt (6k)
Page 15
DHS’s Information UsageCase Study: Detecting High Growth MBS service item
- MBS item attributes and service level history are collected to predict the reasonable service level for each MBS item in the new year
- A high risk item is flagged out if the actual service level for the item is significantly above the expected level
- Further investigation will be taken for high risk items targeted
Num
ber o
f Ser
vice
s
Page 16
DHS’s Information UsageCase Study: Similarity Risk Analysis
- Based on the clustering analysis, providers with similar behaviour will be clustered into clusters
- Based on the known high risk target, providers in the same clusters is worthwhile being investigated.
Page 17
DHS’s Information Usage Collaboration
A potential to better use a range of “Big Data” sets•E.g. the data held by the Commonwealth and the States on “common customers” (to inform service delivery responses)
Potential for researchers to access DHS “Big Data” •Established gateways enable researchers to access statistical (non – identified) data
Collaboration on issues of mutual high priority•Potential for collaboration with external researchers on issues of mutual high priority
Opportunity for Australians to more easily access their records
Page 18
Summary