Better feedback processes should be put in place so that front-line staff can communicate their feedback in an open and consultative environment. Management should have constructive processes in place to review and respond to staff feedback.
The Government accepts this recommendation.
The Government commits to ensuring agencies have processes in place to gather feedback from front-line staff, noting their first-hand experiences in engaging with the community.
Services Australia has a variety of mechanisms in place for staff to provide feedback, given the variability of services provided by the agency. Services Australia is committed to supporting staff input into the delivery of programs, both specific and systemic delivery considerations, and insights on emerging issues for policy design and program delivery.
More "face-to-face" customer service support options should be available for vulnerable recipients needing support.
The Government accepts in principle this recommendation.
The Government recognises the importance of designing services to meet the needs of individuals, particularly vulnerable recipients. This includes making services as accessible as possible, including for individuals located in remote areas, through the preferred channel of the individual.
The Australian Public Sector Reform Office and Services Australia are partnering to develop whole-of-government service delivery attributes and Service Design Standards to support agencies to design and administer new and existing services and payments. The Standards will be evidence-based and informed by the needs and expectations of the Australian community.
The Government recognises the importance of having face-to-face services available to Australians when required. Services Australia has been transforming its face-to-face services since 2019–20. Improvements have been made to the service environment including in person and online. Services Australia will continue to adopt a customer-centred approach. The ongoing efforts to transform service delivery will be directed toward better assisting customers to navigate services tailored to their needs, including through identifying opportunities to engage and collaborate with government service delivery partners and support more customers to access government services from a single location.
