Abstract
Centrelink is the agency that has responsibility for the delivery of a range of Australian government services including income support payments and associated services. As such, it has a large infrastructure devoted to contact with customers through a variety of access channels - ranging from walk-in offices to e?mail. A constant challenge for Centrelink is the need to 'tune' this infrastructure in response to government policy directions, changing customer patterns, changes in customers' preferred ways of accessing Centrelink, and new modes of access.
In this environment, and with aims of more efficient/effective service delivery and higher customer satisfaction, Centrelink has embarked on a Regional Microsimulation Modelling Project. The modelling work is being undertaken jointly with the National Centre for Social and Economic Modelling (NATSEM) at the University of Canberra.
The purpose of the model under development, the Customer Service Projection (CuSP) Model, is to provide a tool that will assist decision-making through short to medium-term projection of customers and channel use demands at the small area level and under alternative scenarios of customer numbers, customer characteristics, access preferences and opportunities.
The CuSP Model includes a 'classic' static tax-transfer microsimulation model, but this is just one element. Other elements include techniques that 'regionalise' the model, a projections and 'what-if' capability, extensive and detailed benchmarking to administrative data, and a geographical interface for analysis of model output (with GIS specialists assisting with this latter component).
The paper describes the methods and techniques used in the CuSP Model, and highlights a number of particular issues encountered in this major extension of microsimulation modelling. These include issues with the extensive use of administrative data, spatial units and small area projections, customer behaviour and, importantly, the process of model development.
In this environment, and with aims of more efficient/effective service delivery and higher customer satisfaction, Centrelink has embarked on a Regional Microsimulation Modelling Project. The modelling work is being undertaken jointly with the National Centre for Social and Economic Modelling (NATSEM) at the University of Canberra.
The purpose of the model under development, the Customer Service Projection (CuSP) Model, is to provide a tool that will assist decision-making through short to medium-term projection of customers and channel use demands at the small area level and under alternative scenarios of customer numbers, customer characteristics, access preferences and opportunities.
The CuSP Model includes a 'classic' static tax-transfer microsimulation model, but this is just one element. Other elements include techniques that 'regionalise' the model, a projections and 'what-if' capability, extensive and detailed benchmarking to administrative data, and a geographical interface for analysis of model output (with GIS specialists assisting with this latter component).
The paper describes the methods and techniques used in the CuSP Model, and highlights a number of particular issues encountered in this major extension of microsimulation modelling. These include issues with the extensive use of administrative data, spatial units and small area projections, customer behaviour and, importantly, the process of model development.
| Original language | English |
|---|---|
| Pages | 1-28 |
| Number of pages | 28 |
| Publication status | Published - 2002 |
| Event | 27th General Conference, International Association for Research in Income and Wealth - Stockholm, Sweden Duration: 18 Aug 2002 → 24 Aug 2002 Conference number: 27 |
Conference
| Conference | 27th General Conference, International Association for Research in Income and Wealth |
|---|---|
| Country/Territory | Sweden |
| City | Stockholm |
| Period | 18/08/02 → 24/08/02 |