Rachel is currently the Director of the Insights and Governance Team, Voice of Customer Branch in the Department of Human Services. She studied behavioural science and has been a leader in Behavioural Economics in the department since 2012. She also has a strong background in government service delivery, with a passion for human-centred design. Rachel has collaborated on a number of major research activities, such as a two year partnership with CSIRO, under the Human Service Delivery Research Alliance (HSDRA). More recently she worked with BETA to deliver two RCTs focused on improving service delivery through SMS. Rachel has also lead a number of RCTs and other behavioural trials within the DHS, and is a leading advocate in scaling up findings to improve service delivery and influence policy design.
