This paper examines the common and persistent challenge of managing backlogs across public sector administration. It explores why backlogs occur, the impacts of delay and the risks that arise when backlogs are poorly managed. Drawing on recent investigations and case studies in New South Wales, the paper outlines practical approaches to preventing and managing backlogs, including early identification, effective monitoring and transparent communication. 

While backlogs are an inherent risk in a public sector context, it is critically important to take steps to avert a potential backlog or manage an existing backlog at the earliest opportunity. The way an agency manages or fails to manage a backlog can constitute, cause or contribute to maladministration.

When faced with backlogs, agencies still need to ensure they continue to adhere to the principles of good administrative practice. Agencies must not sacrifice the lawful, diligent and fair exercise of their functions in the pursuit of timeliness. Once a backlog has been resolved, agencies should take the opportunity to reflect and learn, and to consider what longer-term strategies and mitigations may be needed to avoid a backlog recurring in the future.

Approaches to backlog management

• Triage and prioritisation
• Active monitoring
• Visibility at senior leadership level
• Communication.