Administration and Support Services

The Administration and Support Services sector is made up of organisations in employment, travel, call centres, business services, contract staff, cleaning services, secretarial services, contract packing, gardening services and pest control.

The sector includes 90,600 organisations and employs 399,600 people.

The Administrative and Support services sector is an interesting mixture of business categories (travel, employment, call centres, labour hire, cleaning etc) with a “matchmaking role” connecting customers with something they seek.

Google is the leading example of how a database can be used to match an enquiry with an answer, so it is easy to understand how “search” and “matchmaking” tools can be used across the sector.

Facts & figures

Employment:    399,600

Organisations:    90,600

  • Employing:


  • Self-employed:



  • Avg Salary:


  • Avg weekly:


Opportunity & Threat


AI will increasingly improve the quality of “matchmaking” solutions across all business categories in the sector.

Blockchain can be used to manage the digital identity of a person throughout their employment history, managing experience, skills and work history, qualifications, training and new skills, or help the exchange of verifiable customer data in the travel industry, where details can be shared between agents, hotels and airlines.

Augmented and Virtual reality can complement travel agency services and even employment services. For example, VR has been used to short list people for work on scaffolding and high buildings.

Robots and drones can support cleaning and pest services, being able to safely access places and spaces that are impossible for a person.


Many Administrative services are under threat from Artificial Intelligence and Blockchain, including employment, secretarial services and contract packing. 

AI is the biggest threat in the short term, with jobs in travel agency services and call centre services increasingly threatened as AI becomes more sophisticated.

Building cleaning services, pest services and gardening services are least threatened because each service faces unique challenges daily that are hard to standardise, and therefore automate completely.


The coronavirus has impacted some administrative services categories more than others. Travel agencies have been hit hardest with international and domestic airline travel restrictions. Overseas is unlikely to rebound fully for some years or until a vaccine is widely available.

Employment services are challenged with more people seeking jobs than are available, and this situation is likely to continue for years to come.

Demand for cleaning services and gardening services has increased.

How Unilever uses Artificial Intelligence in Recruitment

Unilever uses online games to test applicant risk appetites, and then uses online interviews that are assessed by machine learning algorithms to narrow the applications from 250,000 to 3.500 for real interviews.

AI is expected to replace a fifth of HR jobs over the next ten years. AI can make recruiting easier, quicker and more accurate, thereby potentially reducing churn.

AI can also sift through hundreds of candidate options, short listing the most appropriate for interview. AI tools can help organisations assess threats as well as opportunities, analysing social media, professional networks, referrals and relationships.

Candidates will be able to find a better job fit by constructing a profile that unifies their Facebook, Linkedin, Instagram and other profiles.

Case Study

Job & Study options

Jobs options

jobactive is the Australian Government’s free service that connects job seekers with employers, delivered by a network of jobactive providers across Australia. The jobactive website will help you to find out more about jobactive and to find your local provider. Job seekers can also call the Employment Services Information Line on 13 62 68.

Job Outlook can help you make decisions about study and training, getting your first job, or the next step in your career. It provides information about Australian careers, labour market trends and employment projections. This website provides more detailed statistical information for the occupations included in the Australian Jobs Occupation Matrix.

Job Jumpstart website is a one-stop-shop for practical, independent and free employment planning advice.

What’s Next? The What’s Next? website provides a range of online resources to help workers facing retrenchment to manage the transition to their next job as quickly as possible.

Skills options

Australian Apprenticeships provides information on apprenticeships and traineeships, including factsheets and links.

Quality Indicators for Learning and Teaching  provides information about Australian universities, including study experiences and employment outcomes.

MYSKILLS  is an online database of Vocational Education and Training options, including information about providers, courses, outcomes and fees.  for information on training packages, qualifications, courses, units of competency and Registered Training Organisations.

National Centre for Vocational Education Research  provides research and statistics about Vocational Education and Training and the links between education and the labour market.

myfuture is an online career exploration service which includes information on a range of career-related topics.

Sector categories

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