Delivering Australian Government Services: Access and Distribution Strategy
Australian Government Service Delivery Principles
The adoption of whole of government service delivery principles will engender a consistent approach to planning and managing service delivery mechanisms. Policy developers, implementation planners and those charged with implementing policy decisions are encouraged to keep the principles foremost in their work.
Commitment and trust
The Australian Government is committed to delivering excellence in customer service. This includes fostering trusted relationships both within and between agencies, and with customers. The Government will respect customer privacy and confidentiality in accordance with the law.
Customer-centric
A detailed understanding of customer needs and expectations should drive service delivery strategies. Agencies should endeavour to build an engaging and trusted relationship with each customer. Integrity should be maintained both within each channel and between channels, enabling the integration of service delivery to ensure a consistent experience for the customer.
Access, equity and choice
Government services should be readily available to all customers. Agencies should maximise technology and offer choice wherever possible. Importantly, customers should not need to understand how the Australian Government is structured to receive services. Content should be technology neutral and void of government speak and acronyms.
Engagement
Customers should be encouraged to engage with the Australian Government. Feedback and consultation mechanisms can help maximise the usefulness of service provision and strengthen customer participation.
Integration
Service delivery realities, together with customer needs and preferences, are key influences that should direct policy and program design. Consideration of these influences can ensure that policy and program design is aligned to customer needs.
Collaboration
Government agencies should work collaboratively to ensure effective and efficient customer service delivery. Agency collaboration can enable better process alignment, maximise implementation efficiency, reduce duplication and promote the sharing of knowledge and infrastructure.
Partnership
Government agencies should investigate forming partnerships or alliances with other agencies, other tiers of government, non-government organisations and/or private sector organisations to gain and share skills, information and technology. Where necessary, accountability, governance and financial frameworks within agencies should be realigned or developed to support the establishment of partnerships.
Value creation
Service delivery strategies should be developed to mutually enhance customer value and best utilise the service delivery capability of different agencies. Agencies should explore opportunities to improve the customer’s experience in interacting with the Australian Government. Value creation is dependent on understanding service delivery costs and improving internal processes to ensure sustained benefits to both the government and customers.
Adaptability
Service delivery strategies should be designed to be easily adapted to meet changing customer and agency needs and the emergence of new technologies. This flexibility will enable the Australian Government to be proactive in tailoring the delivery of services to meet the needs of its dynamic customer base. Individual agencies are encouraged to develop more detailed service delivery principles for their own service delivery strategies, based on the Australian Government principles outlined above.
Contact for information on this page: nsip@finance.gov.au