Service delivery

NARROWER TERMS
Report

Australia's community sector and COVID-19: supporting communities through crisis

This report provides insight into the status of Australia’s community sector during July 2020, a period in which the sector grappled with the significant health, social and economic consequences of the COVID-19 pandemic, and rapid changes in policy and service delivery.
Report

State of the data and digital nation: September 2020

This report aims to increase visibility and transparency of data and digital initiatives across Australia and help the Australian Data and Digital Council (ADDC) identify areas of alignment and potential collaboration between jurisdictions.
Report

The value of contemporary associations

What is the value of professional associations to the good that professions do? And what do professional associations achieve that state regulation or leaving it to the market alone could not?’
Guide

Legal form and governance arrangements for public entities-guidelines

Adopting appropriate legal forms and governance arrangements for the functions and activities being undertaken by public entities is critical for high quality performance. These guidelines propose a process for determining the most appropriate legal form and governance arrangements when establishing a public entity.
Discussion paper

Towards a profession of public regulation: lessons from the New Zealand G-REG Initiative

This research paper maps, explores, and interrogates the New Zealand Government Regulatory Practice Initiative (G-REG), as an example to obtain a better understanding of whether a standardised program can help to nurture and increase the professionalism of a community of public servants.
Report

The future of the public sector in 2025

This report sets out the State Services Authority’s exploration of key issues affecting the future of the public sector.
Guide

Service design — overview

Service design is about making government services easy for people to use. This means designing services that put people at the centre and help them do the task they need to do, like learning to drive or buying a house.
Report

Government outsourcing: when and how to bring public services back into government hands

This report identifies four circumstances in which governments should consider returning a service to the public sector: an unhealthy or uncompetitive market; the need for flexibility to make changes to the service; a lack of government commercial skills to manage an outsourced contract successfully; or...
Report

The trust imperative: why customer experience in government matters

This report explores practical ways that Australian and New Zealand governments can increase the trust and confidence of their customers in a sustainable way that increases engagement and reduces cost.
Report

Bilateral agreement arrangements between Services Australia and other entities

The objective of this audit was to examine the effectiveness of bilateral agreement arrangements between Services Australia and other entities.