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Service delivery

NARROWER TERMS
Report

Australia Post

This inquiry was established to investigate the events relating to the resignation of former Australia Post CEO, Christine Holgate, and to examine issues related to the secret Boston Consulting Group review and the future of Australia Post's service delivery obligations.
Report

The use of telepractice in the family and relationship services sector

The use of telepractice as a service delivery method has increased in Australia since the start of the COVID-19 pandemic. This paper reviews the evidence for telepractice as a service delivery method in the family and relationship services sector.
Report

Vital support: building resilient charities to support Australia’s wellbeing

This report finds that despite Australia’s promising economic recovery from the COVID-19 pandemic, many charities remain in vulnerable financial positions and require urgent funding from the Australian government to continue supporting thousands of Australians in need and providing employment opportunities.
Video

Centre for Evidence and Implementation (CEI) Practice Elements video

One of the Centre for Evidence and Implementation's (CEI’s) core approaches to making evidence more 'implementable' is by using practice elements as the building blocks for intervention and program design. This video unpacks the practice elements approach.
Report

Digitally kind: bridging the gaps between digital policy, process and practice to improve outcomes

The use of digital technology has increased rapidly over the last decade and intensified further since the COVID-19 pandemic. This resource is designed as a starting point to open up conversations for organisations, and to give an overview of a range of technical, social and...
Working paper

Public finance and service delivery: what's new, what's missing, what's next?

Since 2010, there has been growing interest in understanding how reforms to public financial management (PFM) systems can support improvements in spending on basic services. This paper takes stock of the emerging agenda on PFM and service delivery. It looks mainly at the way the...
Report

Service Victoria—digital delivery of government services

This audit report examines whether digital delivery of government services in Victoria has improved customer experiences and reduced costs.
Report

Responding to complaints from people with impaired capacity

This audit finds that neither the Office of the Public Guardian nor the Public Trustee of Queensland had properly designed their complaints management systems for people with impaired capacity.
Report

Services Australia COVID-19 measures and enterprise risk management

The objective of this audit was to assess whether Services Australia had effectively managed risks related to the rapid preparation for and delivery of COVID-19 economic response measures.
Report

When home becomes the workplace: family violence, practitioner wellbeing and remote service delivery during COVID-19 restrictions

This report draws attention to the wellbeing considerations for Victorian practitioners working remotely to support people experiencing and using violence during the COVID-19 pandemic. It provides critical insights into how practitioners can be supported remotely to do this incredibly challenging, yet crucial work.