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Foundations for reform -10 Point Plan for Service Delivery

Foundations for reform -10 Point Plan for Service Delivery

Service Delivery Reform will be achieved by:

  1. Progressively re-engineering services to better meet people’s needs. These universal services will become easier to access and use, reducing the burden on people, with more of the work happening ‘behind the scenes’. Processes will be simplified, allowing people to undertake more transactions at a time and place of their choosing.
  2. Supporting the Government’s social inclusion and workforce participation agendas through initiatives to help vulnerable people. Additional community engagement officers and social workers will help people who are facing barriers to social inclusion like homelessness.
  3. Implementing a customer needs assessment framework to identify people who need more intensive support by drawing on existing information about a person’s circumstances and asking questions to identify the services they need.                          Foundations for reform -10 Point Plan for Service Delivery
  4. Providing services and referrals to people based on their needs and circumstances across the following service levels:
  • ‘Self managed’ — people who can independently access and navigate services without support or assistance;
  • ‘Assisted’ — people who, at certain times, are unable to self-manage as a result of a particular circumstance and require additional assistance to access or interpret services;
  • ‘Managed’ — people who require services to be coordinated into a support plan to meet compliance obligations or other obligations such as parole conditions or child protection issues; and
  • ‘Intensive’ — people facing significant disadvantage or multiple complex challenges who require coordinated assistance.
  1. Implementing a customer relationship management system to give staff a broader view of a person and their dealings with the department and to provide a consistent view of a person’s information to help identify the services they need, with the appropriate privacy protections in place.
  2. Transforming the way people interact with the portfolio to provide better access to services regardless of location and circumstances through:
  • improved mobile and outreach services to people in rural and regional areas, and to others who are isolated;
  • co-locating offices to provide one-stop-shop access to departmental services and extend the reach of the department; and
  • a single telephone number and website to improve access to the department’s information and services through a single point of contact.                    Foundations for reform -10 Point Plan for Service Delivery
  1. Implementing streamlined customer registration and proof of identity arrangements that improve convenience for people while protecting their personal information so they only need to prove who they are or tell their story once when accessing services, with their consent or where legislation already permits.
  2. Integrating the Human Services agencies into a single department of state to better enable the departments to contribute to policy development and bring together key corporate and enabling services to drive efficiency, freeing up resources for frontline services.
  3. Bringing together the department’s frontline service delivery networks into a single customer facing network to provide coordinated support to people. Staff will receive more training and will be able to deliver tailored services at the local level. Services will be delivered through a combination of shop fronts and specialist service centres (telephony and processing).
  4. The implementation of a work management system to optimize the way work is allocated to staff based on capacity and skills.                            Foundations for reform -10 Point Plan for Service Delivery