ABSTRACT
Centrelink is the one-stop shop for many Australian Commonwealth government services. Now in operation for almost 4 years, it has evolved from a plan to integrate social security assistance and employment to a network of 1,000 sites of customer service centres, outreach services, agents and call centres providing a wide range of services on behalf of eleven Commonwealth and eleven state authorities. It employs 22,000 people and has 6 million customers spread the length and breadth of Australia. In the course of the evolution, there have been many changes to the way service offerings are tailored.
