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This paper outlines the findings of an ANZSOG research project, co-sponsored by the NSW Department of Premier and Cabinet, to identify the emerging considerations for governments in designing and delivering hybrid (i.e. virtual and face-to-face) services and hybrid place-based initiatives (PBIs) – specifically those relating to social services.

The research was carried out by a team from the University of New South Wales’ Social Policy Research Centre (SPRCS) and draws on the recent experiences of governments in finding new ways of working in response to the COVID-19 pandemic. It examines the effect of using virtual and hybrid modes of service delivery on stakeholders, and identifies the policy settings and resources that will support the ongoing transformation of place-based service delivery.

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