The government should consider establishing a customer experience reference group, which would provide streamlined insight to government regarding the experiences of people accessing income support.
The Government accepts in principle this recommendation.
Government agencies provide vital services and information for the community. Service design should respond to community need, and the methods of service delivery should be as effective and efficient as possible.
In partnership with the broader APS and government services users, Services Australia has developed a whole of service vision for user-centred service excellence: "reliable and accessible services when and how you need them"[1]. This vision forms part of Priority 2 of the Government's Australian Public Sector Reform agenda, and puts people and business at the centre of policy and services. The vision supports coherent leadership in the design and delivery of government programs, services and payments; service alignment; and shared execution. It is intended to complement the service delivery principles, standards and charters of individual departments and agencies.
The Australian Public Sector Reform Office and Services Australia are also partnering to develop whole-of-government Service Design Standards to support agencies to design, administer and improve new and existing services and payments. The Standards will be evidence-based and informed by the needs and expectations of the Australian community.
Peak advocacy bodies should be consulted prior to the implementation of projects involving the modification of the social security system.
The Government accepts this recommendation.
The Government will consult with peak advocacy groups when implementing modifications to the social security system.
Building and expanding on existing engagement mechanisms, including with organisations like Economic Justice Australia and the Australian Council of Social Service, the Department of Social Services and Services Australia will engage with peak advocacy bodies to determine the most effective way to seek their views on the design and implementation of projects where there are likely to be implications for users of the social security system.
- ↑ APS Vision for user-centred service excellence | APS Reform (apsreform.gov.au).
