Services Australia design its policies and processes with a primary emphasis on the recipients it is meant to serve. That should entail:
- avoiding language and conduct which reinforces feelings of stigma and shame associated with the receipt of government support when it is needed
- facilitating easy and efficient engagement with options of online, in person and telephone communication which is sensitive to the particular circumstances of the customer cohort, including itinerant lifestyles, lack of access to technology, lack of digital literacy and the particular difficulties rural and remote living
- explaining processes in clear terms and plain language in communication to customers, and
- acting with sensitivity to financial and other forms of stress experienced by the customer cohort and taking all practicable steps to avoid the possibility that interactions with the government might exacerbate those stresses or introduce new ones.
The Government accepts this recommendation.
The Government recognises the importance of designing policies and government services that focus on the needs of recipients. This includes making services as accessible as possible and delivering them in a way that meets the needs of individuals and the community.
The Government will continue to improve the delivery of services for Australians. When considering a change to a service, before policy, investment and service delivery decisions are made, the Government will gather an evidence-based understanding of the needs of recipients, which is based on the views of recipients, and explore how the proposed changes may impact recipients. The Department of Social Services and Services Australia will work together to ensure customer and staff feedback is considered in the design of policy and processes.
Priority 2 of the Government's Australian Public Sector Reform agenda is to put people and business at the centre of policy and services.[1] 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"[2]. 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.
- ↑ APS Reform outcomes and initiatives (apsreform.gov.au).
- ↑ APS Vision for user-centred service excellence | APS Reform (apsreform.gov.au).
