Michelle Kelly

Principal Consultant

Michelle Kelly has worked for over 20 years in the Commonwealth Public Service. Until early 2021, Michelle was the General Manager, Child Support, Indigenous and Tailored Services Division at Services Australia. In this role, Michelle was responsible for providing services for separated families, customers with unique servicing needs and those with escalated and sensitive issues. She provided advice to the department about customers from culturally and linguistically diverse (CALD) backgrounds, Indigenous and remote customers, systemic issues and service failures with aim of improving the customer experience. Michelle joined the Services Australia in 2017 as the Chief Audit Executive, where she provided independent assurance to the Executive Committee and the Secretary that the financial and operational controls designed to manage the (then) department’s risks and achieve its objectives were operating in an efficient, effective and ethical manner, and assisted management to improve the department’s business performance. Prior to joining Services Australia, Michelle held the position of Group Executive Director in the Australian National Audit Office (ANAO), where she was responsible for the successful delivery of the ANAO’s program of performance audits. Michelle has held a number of Senior Executive Service positions in the Department of Defence including leading policy development and implementation, a range of commercial, industry and organisation reforms, and major capital equipment acquisitions.  Michelle has qualifications in education, law, economics (social science) and a Master of Public Administration.