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What I found on this entity
$2.8B service delivery agency. Payment accuracy close to target, but Centrelink wait times and phone service standards remain persistently below benchmark.
Annual Budget
$2.8B
Prior year: $2.8B (+2%)
Headcount
28,000 staff
$100K per employee
Budget Trend
→ Budget Flat
Portfolio
Social Services
Performance Targets vs Actuals
Target
95% of payments processed accurately
Actual
93.2% of payments processed accurately (2023–24 Annual Report)
$21.4B on consultants — $7.8B with no skills transfer to APS staff
ANAO found total APS consulting and contractor spend reached $21.4 billion in 2023-24 — with $7.8 billion spent on engagements where no evidence existed of skills transfer to public servants. The same 15 consulting firms received 62% of all consulting spend. Daily rates for contracted IT staff averaged $1,890 versus $680 for equivalent APS staff. Your money. Paying consultants. To not train the people who'll replace them.
$53M in payments potentially wrong as Services Australia misses accuracy target
Services Australia processes tens of billions in welfare payments each year, but in 2023–24 it only hit 93.2% accuracy — missing its 95% target by 1.9 percentage points. Applied to its $2.8 billion operating budget, that gap represents roughly $53 million worth of resources spent delivering inaccurate outcomes. That's your money going to an agency that can't meet its own benchmarks for getting payments right.
$75M blown on ICT contract overruns at Services Australia
Services Australia handed Accenture a $187.5 million limited tender contract for ICT modernisation — no open competition. The project has blown out by 67%, meaning roughly $75 million of your taxes went on cost overruns alone. Limited tendering means other companies never got a fair crack at offering better value for your money.
$12.7M workforce platform — 165% over budget, direct source to Big 4
APSC paid Deloitte $12.7 million for workforce analytics platform development — 165% above the $4.8 million original estimate. Direct source procurement from a Big 4 firm. The public service workforce body, paying Deloitte to build a workforce analytics tool. At 2.6 times the budget. For data that was probably already in HR systems.