Human services are significant in the lives of Australians, with 70% of Australians accessing an employment, health, education, housing, care or other support service each year. These services can be life changing – supporting Australians through big events such as having a baby, getting an education, upskilling to change jobs, finding safe housing and accessing health services.

The key insights identified in the report aim to inform the design and delivery of human services 5-10 years into the future, well beyond the current policy reforms.

Insight 1: Community demand and expectations for human services are growing

Community demand for human services is expected to continue to increase due to an ageing population, an increase in chronic illness and a reduction in informal care, as care givers return to the workforce. In addition, the quality of our care and support services is increasing and Australians are expecting more personalised, integrated and accessible services.

Insight 2: Expenditure on human services is projected to grow

To meet the increased demand, the cost of human services is also projected to grow. Expenditure on health, aged care and the National Disability Insurance Scheme are forecast to be major spending pressures for the Australian Government over the long term.¹ Government spending on human services will need to be targeted and effective in delivering outcomes for Australians who need it most to ensure the long-term sustainability of the Australian Government’s budget.

Insight 3: Complexity is impacting access to services

Complexity in the system and fragmentation in service delivery are barriers to accessing human services. Additional barriers such as stigma, shame and physical distance are also impacting access to services. Challenges are compounded for Australians with complex needs, First Nations people, victim-survivors, young people (18-25) and communities in regional and remote Australia.

Insight 4: Australians want easy to use services with tailored support where needed

During the extensive community and stakeholder consultations we heard wide support for simpler, streamlined and more user-friendly human services. There was recognition that recent reforms were making progress towards this vision. Service providers also raised the urgent need for tailored support for our most vulnerable, particularly for clients with multiple complex needs.

Insight 5: Australians want trusted partnerships and genuine collaboration

Community members highly value trusted partnerships and collaborative working relationships between individuals, communities, service delivery organisations and governments. Trusted partnerships result in shared accountability for outcomes and improved transparency across the human services delivery system.²

Insight 6: Australians want equitable access to human services

Vulnerable groups and people living in regional and remote areas of Australia reported higher barriers to accessing human services, including increased waiting times, workforce shortages, language barriers, transport issues and higher costs. Communities want equitable access to human services regardless of socio-economic and geographical disparities.

Insight 7: Invest in prevention and early intervention

Increasing investment in prevention and early intervention is an opportunity which simultaneously reduces costs (because the need for future human service supports are avoided) and improves wellbeing outcomes for Australians.

Insight 8: Harness the power of technology and data

Emerging technologies, including artificial intelligence (AI) and big data hold the promise of substantial productivity gains for government and improved human services for Australians. By building on existing successes in application of AI to human services, understanding limitations and managing risks there is the opportunity to achieve a step change in cost-benefits in the future.

Insight 9: Reimagine the role of government

A significant opportunity for the future of human services is to reimagine the role of government as stewards of the system. This involves government guiding cooperation among multiple stakeholders to achieve shared long-term wellbeing outcomes for Australians.