8Squad paper reveals tech solutions for service backlogs

A newly released White Paper by 8Squad outlines how technology can enhance government service efficiency, thereby benefiting vulnerable Australians.

Titled "From Backlog to Front Foot," the document addresses significant service backlogs within government departments, attributing these to insufficient financial and human resources. It elaborates on the toll that lengthy wait times can have on the mental and physical wellbeing of citizens attempting to access essential services.

The report highlights that Australians often face uncertainty when applying for critical government services such as aged care, NDIS funding, disability or unemployment benefits, support following a workplace injury, and assessments for aged care services.

The Royal Commission into Defence and Veteran Suicide serves as a recent case in point, where lengthy wait times and bureaucratic hurdles have been flagged. The commission has seen around 8,000 claims monthly, with MRCA initial liability claims taking an average of 306 days to process.

Clinical Psychologist Dr Simon Kinsella commented, "Bureaucratic inefficiencies can not only delay access to essential services, like mental health support or disability benefits, but also contribute to a vicious cycle of psychological strain, making it harder for individuals to cope with their preexisting conditions. Furthermore, ongoing strain leads to deterioration in mental health and can lead to additional problems such as drug and alcohol misuse, homelessness, contribute to domestic violence and tragically contribute to suicide."

Dr Kinsella emphasized that unpredictability and a lack of control are key factors of what psychologists term as "bureaucratic stress," leading to emotional exhaustion and burnout.

Frank Cuiuli, CEO of 8Squad, stated, "It's a no brainer, the public deserves better. We know that people's lives can be greatly improved by using existing technology to transform government systems, giving them reassurance, transparency and a superior user experience."

The White Paper proposes a straightforward approach to reduce taxpayer expenses through the adoption of advanced technology.

"The government can streamline and improve forms and processes, for example, by using automation that keeps claimants updated automatically. We've implemented these changes in organisations and achieved remarkable results, including reducing wait times by more than 40%," Cuiuli elaborated.

Among the methods suggested is the deployment of chatbots and voice technology to recognise risk factors, which could help determine additional support needs or prioritise cases.

Dr Kinsella further noted, "The private sector has clearly demonstrated that interactions with organisations can be better, and that technology can be of great assistance in improving users' experiences with organisations' systems."

The implementation of 8Squad's strategy could also aid frontline government employees who often experience frustration due to the repetitive nature of their tasks. By alleviating backlog, these workers could focus on providing improved service outcomes.

"It's crucial they're connected to and truly a part of the process, rather than just another number in a queue waiting for some attention," Cuiuli remarked on the importance of ensuring the public feels adequately served.