In order to identify key business processes and provide for the regular comparative assessment of Maximum Allowable Outage periods (MAOs), the ANAO recommends that Centrelink:
(a) commission a formal Business Criticality Review of its operations, including National Support Office, Area Offices and its service delivery channels; and
(b) establish a process for the annual review and endorsement of MAOs determined by branches to ensure that they represent a collective view on the relative criticality of the services that Centrelink provides.
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Recommendation 2
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