Making benefits administration simpler at scale

For a workforce the size and complexity of Defence, a good benefits experience should feel straightforward, even when it is being delivered at considerable scale. That matters to employees, who increasingly expect to be able to manage everyday tasks digitally. It also matters to Payroll and Procurement teams, where reliable service and efficient administration are part of the value a benefits provider needs to deliver.

Digital self-service can bring those two priorities together. An online platform and app can give employees greater control over everyday benefits activity, while reducing the amount of day-to-day administration that needs to involve internal teams.

What good self-service looks like

At its simplest, self-service means employees can manage their benefits themselves. That can include submitting claims and making amendments without needing to contact Payroll or a service team each time. Maxxia’s self-service capability is designed around this type of employee-led activity.

For employees, the benefit is convenience. They can take action when it suits them and manage straightforward tasks directly. For organisations, the benefit is efficiency at scale. When routine interactions can be handled through self-service, the program can support a large workforce without every transaction becoming an administrative interaction.

The important word is routine. Digital channels are well suited to straightforward activity. Human support still has an important role when an employee needs explanation, guidance or help with something more complex.

For a workforce like Defence, spanning different roles, locations and working patterns, a high-quality experience needs to work across both digital and human interactions. Digital access provides consistency and convenience at scale, while human support remains available where the employee need is more complex.

Employees will self-serve when the experience works

Adoption provides a useful indicator of whether digital self-service is delivering. At one Commonwealth Government agency, 93% of employees who salary package used the My Maxxia app to self-service claims and amendments over a recent three-month period.

The significance of that figure is not simply that employees used an app. It shows that benefits management activity can successfully move into an employee-led channel when the service is accessible and useful.

For an organisation such as Defence, that has important implications. Greater self-service can give employees more control over everyday interactions while allowing Payroll and service teams to focus their attention where human support adds more value.

Built for service at scale

Maxxia combines established digital self-service capability with more than 35 years’ experience supporting 38 Federal Government agencies. The My Maxxia app and online platform enables employees to manage their own benefits, helping move activity away from Payroll while maintaining access to support when it is needed.

For Defence, that means a service model designed around a simple principle: make everyday benefits activity easy for employees to manage themselves, and reserve human support for the moments where it adds the most value.

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