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Program Management Office (Large Digital Transformation)

The percentage of projects that fail is fairly high—a whopping 70% of all projects fail to deliver what was promised to customers. The implementation of a management process, however, is shown to reduce the failure rate to 20% or below.


Services Australia




Public Services

Type of Work

Program- management


Governance & assurance


Business- improvement

Services Australia is the Australian Government’s primary service delivery agency, responsible for delivering social security and related payments and services to the Australian community.


Services Australia provides a range of services, including Centrelink, Medicare, Child Support, and the Commonwealth Seniors Health Card.


Services Australia also administers the Australian Government's JobKeeper Payment, which provides support to businesses, employees and the self-employed during the coronavirus pandemic.

In 2019, Services Australia commenced a major transformation program to upgrade and transition into next generation telecommunication services; including a new call centre, telecommunication network, security, voice services and more.

My Trip Advisory were engaged to establish a Program Management Office, agile processes, tools, resourcing, governance and an operating rhythm to support the $250M program.

During 2020, My Trip Advisory successfully delivered a fully resourced PMO, enabling processes, robust governance and tools such as Jirra to manage the day-to day complex workstreams.

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