Digital innovation at MAX National Operations Centre

Minister for Employment, Skills, Small and Family Business Senator Michaelia Cash visited the MAX National Operations Centre to see the digital innovation happening at our Customer Service Centre.

The Australian Government’s post-2022 plan for employment services envisages a technology-driven overhaul that will see between 30 and 40 per cent of jobactive customers serviced as “digital first” online.

MAX is an early adopter of technology. This will ensure our business is ready and able to respond to the need for automation of some aspects of post-job placement support.

With more user choice for customers on the way, MAX plans to tap into advanced customer relationship management technology to better engage and retain customers through more targeted services.

During her visit, the Minister also learned about MAX’s current digital services, and its readiness for more self-service activity in areas where customers want a digital service.

Employees also demonstrated the way in which MAX delivers holistic and collaborative support for those who have more complex needs.

The Minister was pleased to see how the company was open to change, and had resilient business systems in place to prepare for changes coming to the employment services sector.