JobAccess Gateway – DSS

April 26, 2019 · Government

JobAccess is the national hub for workplace and employment information for people with disability, employers and service providers.

Created by the Australian Government, it brings together the information and resources that can ‘drive disability employment’. Along with this website, there is:

  • a telephone advice line (1800 464 800)
  • the Employment Assistance Fund (EAF) for workplace modifications and support
  • An employer engagement service – the National Disability Recruitment Coordinator (NDRC)
  • Complaints Resolution and Referral Service
  • National Disability Abuse and Neglect Hotline

The business issue

The Department of Social Services (DSS) required to develop a new digital JobAccess Gateway, to act as a central entry point for disability employment services for people with disability, employers, service providers, the disability sector and the broader community. DSS required the design and development of the digital service, including a new brand, value proposition, creative concepts and a digital platform.

The Gateway is required to also provide direct access to government-funded Disability Employment Services (DES) providers and create a virtual disability employment marketplace through a new digital and client relationship service centre. Online and telephone information services will be enhanced to enable more employers and people with disability to quickly source information and individually tailored advice.

Research methodology

Marketscape conducted a number of qualitative workshops and in-depth interviews with representatives from the target audiences in three phases.

  • The first phase involved exploratory research to uncover the needs and expectations of people with disability, employers, service providers, the disability sector and the broader community.
  • The second phase involved testing of brand concepts and a website prototype.
  • The third phase involved testing of the new website for usability and accessibility.

The outcome

The Department successfully launched the new digital service and has since monitored high levels of engagement and satisfaction from users and stakeholders. The new service provided essential information and tools for disability employment services for people with disability, employers, service providers, the disability sector and the broader community.

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