Delivering Australian Government Services: Access and Distribution Strategy
Australian Government Service Delivery Capability Model
"Capability" is defined as: "the sum of all things that enable an organisation to deliver services". The guide, Service Delivery Capability Model (released with this strategy), will help agencies map their capability to deliver multi-agency, multi-channel and customer-centric services.
The Australian Government’s Service Delivery Capability Model includes all of the organisational elements that must be taken into account in planning and designing government services:
- people
- business processes
- facilities and equipment
- information and communication technologies
- knowledge
- accountability and governance
The Capability Model provides a common framework within which policy developers and implementation planners from across agencies can identify and describe the key elements required in order to deliver services. The model provides a comprehensive way of ensuring that all elements that comprise capability are considered. In addition, the Capability Model enables agencies to describe their service delivery capability in the same way. This facilitates communication and collaboration, and agency readiness to participate in multi-agency service delivery.
Contact for information on this page: nsip@finance.gov.au