Category Archives: Uncategorized

Announcement

Please be advised that no new content will be added to the Service Delivery in Government site as from 9 June 2016.  

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Featured reports

Towards a model of evidence-informed decision making and service delivery (PDF 500kb) Adjusting to consumer directed care : the experience of Brotherhood of St Laurence community aged care service users (PDF 790kb) The Digital Experts Programme : an interim evaluation … Continue reading

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UK Local Government Association releases interim evaluation report for the Digital Experts Programme

The Local Government Association (LGA) in the United Kingdom has released the report, The Digital Experts Programme : an interim evaluation (PDF 530kb). The report documents lessons learnt from an initiative designed to, “recognise the opportunities offered by digital tools, … Continue reading

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Thesis examines migrant support services for African migrants in Western Australia

The Murdoch University PhD thesis, Changing worlds : the resettlement experiences of African migrants in Australia and an evaluation of current support services (PDF 1.9MB), “investigated the resettlement experiences of … African migrants to Western Australia …” including evaluating migrant … Continue reading

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Blog post discusses the digital citizen experience

The blog post, What is the citizen experience in the 21st Century, discusses the expectations of citizens from government and examples of government strategies to deliver on expectations.

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Blog post examines four factors to lead to customer service improvement

The IBM Center for the Business of Government blogpost, Four “don’ts” to improve customer service, discuss four unconventional strategies for customer service improvement.

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NSW government publishes support planning kit for people with complex needs

The New South Wales Department of Family and Community Services has released the document, Being a planner with a person with disability and complex support needs. Planning resource kit (PDF 4.1MB). The kit is, “intended to strengthen existing good practice … Continue reading

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Australian Digital Transformation Office releases the Alpha Guide

The Digital Transformation Office has released the Alpha Guide. The guide is, “intended to help teams going through the Alpha stage of the service delivery process. It describes the DTO’s recommended approach to Alpha, drawing on … experiences from working with … Continue reading

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Australian Commonwealth Ombudsman releases report on Income Maintenance Periods and Special Benefit

The Commonwealth Ombudsman has released the report, Income Maintenance Periods and Special Benefits (PDF 490kb). The report examined the “administration of Income Maintenance Periods and Special Benefit by the Department of Human Services’ Centrelink program and the policy instructions for … Continue reading

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OAIC releases consultation draft on data breach response plans

The  Office of the Australian Information Commissioner (OAIC) has released the report, Guide to developing a data breach response plan. Consultation draft (PDF 230kb). The commission is seeking comments on the document until Friday, 27 November, 2015.

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