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Citizen Centric Service - Australia
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government in Australia.
3
Site Articles
- Getting Serious on Client Service: An IPAA Policy Discussion Paper
- Public sectors worldwide are facing unprecedented pressures to deliver more effective, efficient and responsive public programs. This is in the face of a combination of social, economic and global challenges. The Information and Communication Technology revolution is rapidly changing how society operates and how services are delivered and critiqued. Many of the "easy wins" have already been made in delivering service improvement, making it harder for governments at all levels to find significant future enhancements. This is coupled with rising public expectations regarding public service delivery notwithstanding fiscal constraints and crises in most advanced countries. This paper explores the issue of how to further improve public sector service delivery in spite of these challenges. In particular the issue of customer service in the tax-payer subsidised general government sector is examined from three perspectives.
Added: 7 December 2011
Page views: 783
Rating: 0
Votes: 0
- Kate Lundy - The Path to Open Government: The Pillars of Gov 2.0
- Paper presented by Australian Senator Kate Lundy at the Gov 2.0 Expo in Washington DC on Wednesday 26 May 2010 which discusses the three pillars of Gov 2.0: democratising data, citizen-centric services and participatory democracy.
Added: 27 May 2010
Page views: 4,233
Rating: 0
Votes: 0
- Service Delivery - Directions and Changes at the Commonwealth Level - Serve You Right, Melbourne, September 2011
- Presented by Jane King, Deputy Commissioner, Customer Service and Solutions, Australian Taxation Office, at the Serve You Right Conference, Melbourne, September 15-16, 2011. Customers increasingly prefer to deal with government via self-help services provided online and/or over the telephone. Substantial proportions of customers dealing with government in-person or by mail would prefer to be interacting via the internet or the telephone.
Added: 23 September 2011
Page views: 1,994
Rating: 0
Votes: 0
14
External Links
- PS institute calls for service seriousness
- PS News, Edition 245, 7 December 2011. "The Institute of Public Administration Australia (IPAA) has called on all Australian governments to 'get serious' about adopting best practice in delivering public services. A policy discussion paper developed by IPAA found there were few national, State or Local Government agencies with publicly disclosed service strategies that matched best practice internationally. The paper also found that apart from South Australia and to some extent the Commonwealth, it was hard to find directives and guidelines on preparing comprehensive and integrated strategies for delivering public services..."
Added: 7 December 2011;
Page views: 312
Rating: 0
Votes: 0
- Citizens' engagement in policymaking and the design of public services - in pdf format (1070kb)
- (This document requires the use of Adobe Acrobat Reader). By Brenton Holmes, Politics and Public Administration Section, Department of Parliamentary Services, RESEARCH PAPER NO. 1, 2011–12, 22 July 2011. "...Fundamental to any consideration of citizen engagement in policymaking and the design of public services is the recognition that the citizens in a democracy have both rights and duties, and that democratic governance provides opportunities for citizens to participate actively in shaping their world. Such participation is effected in multiple ways and at various levels, from informal local and community settings, through incorporated entities, NGOs and peak bodies, to such key institutions as legislatures, the courts and the public service..."
Added: 21 November 2011;
Page views: 243
Rating: 0
Votes: 0
- Media Release: Australian businesses are becoming significantly more social
- Community Engine, 18 May 2011. "More than ever Australian businesses are allocating additional funds to social media and are now using it as a way to build customer relationships rather than simply a marketing tool. The Nielsen-Community Engine 2011 Social Media Business Benchmarking Study found 72 percent of businesses in 2010 participating in social media allocated 10 percent, or more, of their marketing budget to it. This is an increase from 57 percent of businesses in 2009. Last year 72 per cent of businesses allocated more than 10 per cent of their marketing budget to social media, up from 57 per cent of businesses in 2009. And social media is winning more money for marketing programs in general..."
Added: 19 May 2011;
Page views: 783
Rating: 0
Votes: 0
- Citizen-centric services: A necessary principle for achieving genuine open government
- By Kate Lundy, March 2, 2011. "Below is a speech given by Senator Kate Lundy at the Citizen Centric Service Delivery 2011 conference on March 1st 2011. Open Government can mean many things. It relates to accessible and transparent data, the extent government engages citizens in decision making and the accessibility of government itself. With the increases in Internet access in Australia, significant growth in online social networking and the growth of Web and Gov 2.0 applications, we are seeing governments everywhere innovating with new methods of service delivery..."
Added: 3 March 2011;
Page views: 1,109
Rating: 0
Votes: 0
- Hi-tech efficiency key to future service delivery
- by Ann Sherry. The Australian, March 30, 2010. "Here is an example of how an average Australian may have contact with government 10 years from now. Lyn has just given birth to her second child, Jai. During her pregnancy she registered online with Government Services Australia and selected a range of maternity-related services that she wished to receive. When Jai is born, the one-stop shop for all government services swings into action..."
Added: 30 March 2010;
Page views: 682
Rating: 0
Votes: 0
- Gov 2.0 taskforce recommendations to lead public service reform
- Web 2.0 technologies are key to an open government, according to report, by James Hutchinson. Computerworld, 30 March, 2010. "... The Ahead of the Game: Blueprint for Reform of Australian Government Administration report, released by the Department of the Prime Minister and Cabinet this week, recommends nine overall reforms to reduce red tape and increase transparency between government agencies, citizens and businesses..."
Added: 30 March 2010;
Page views: 1,222
Rating: 0
Votes: 0
- Ahead of the Game: Blueprint for the Reform of Australian Government Administration
- Department of Prime Minister and Cabinet, 29 March 2010. High level recommendations include: 1. Delivering better services for citizens; 2. Creating more open government; 3. Enhancing policy capability; 4. Reinvigorating strategic leadership; 5. Introducing a new APSC to drive change and provide strategic planning; 6. Clarifying and aligning employment conditions; 7. Strengthening the workforce; 8. Ensuring agency agility, capability and effectiveness; and 9. Improving agency efficiency.
Added: 30 March 2010;
Page views: 1,461
Rating: 0
Votes: 0
- Australia National Web Portal Links Citizens to Government Services
- By Hilton Collins. Government Technology, October 1, 2008. "When a country is as large as Australia, it's a big job to connect the nation's estimated 21 million people with public services. To inform its citizens about how their country can help them, the government created Australia.gov.au, a national Web site linking users to services and information to aid them at home, work and elsewhere..."
Added: 8 October 2008;
Page views: 1,272
Rating: 0
Votes: 0
- Citizen Centred Governance - in pdf format (629kb)
- (This document requires the use of Adobe Acrobat Reader). Prepared by the ACT Government, Chief Minister's Department, July 2008. "... Governance relates to how governments and society makes decisions on issues of public importance, how citizens are given voice in public decision –making and how social partners work together to create public goods (Denhardt, 2003). It is proposed that through the recommendations contained in this report the ACT Government adopt a citizen centred governance approach that reinforces the role citizens play in shaping decision and services that affect them..." .
Added: 1 August 2008;
Page views: 1,565
Rating: 0
Votes: 0
- EDS bags $25m govt contract
- by Karen Dearne. AustralianIT, May 29, 2008. "Global IT services company EDS has been awarded a $25 million contract to upgrade australia.gov.au - the Australian Government's main web services portal. EDS has been charged with "streamlining and enhancing" people's use of government online services, including log-on access to the Australian Taxation Office, Medicare and Centrelink, as well as links to jobs, business opportunities, health, travel and other departmental resources..."
Added: 29 May 2008;
Page views: 983
Rating: 0
Votes: 0
- Government plans central citizen database
- by Mahesh Sharma. AustralianIT, May 13, 2008. "The federal Government has moved to establish a centralised database to host and manage all Australian citizens' personal details, so this information can be easily shared and accessed by any department. The Australian Taxation Office, Department of Immigration and Citizenship, Customs, Centrelink, and other departments, are discussing the possibility of establishing a common registration process to improve information sharing..."
Added: 13 May 2008;
Page views: 1,434
Rating: 0
Votes: 0
- The future of Australian governance: open government (including the role of the media), the structure of government and the rights and responsibilities of citizens
- Australian Government 2020 Summit. Department of Premier and Cabinet. "... This Governance session is a great opportunity to test our mature institutions – Parliament, executive Government, the public service, the Constitution - against the flux of our contemporary society in the run-up to 2020, as we grapple with the way the media and its new digital technologies change the way opinions are broadcast and opinions are formed..."
Added: 16 April 2008;
Page views: 2,115
Rating: 0
Votes: 0
- National Collaboration Framework (National Service Improvement Framework)
- Australian Department of Finance and Administration. Previously called the National Service Improvement Framework, the National Collaboration Framework aims to facilitate projects requiring collaboration within and between government at all levels. The National Collaboration Framework website provides a knowledge base that will assist Local, State/Territory and Australian government departments and agencies in the effective implementation of cross-jurisdictional projects. The key objectives of the National Collaboration Framework are: 1. Increasing citizen satisfaction in dealing with Government; 2. To improve the effectiveness and efficiency of Government; and 3. Building the capacity for cross-jurisdictional collaboration...
Added: 21 November 2007;
Page views: 3,184
Rating: 0
Votes: 0
- Australian Government Falling Behind in Delivery of Customer Services
- While the introduction of citizen survey responses make comparisons with past years difficult, Australia’s ranking looks far less impressive this year, on just 59 per cent, where it is easily pipped by Norway, (64 per cent), and Finland (62 per cent), by Sue Bushell. CIO, 28 June, 2007. "Once they were top performers, praised for their strong visions of value-led, citizen-centric services, but somehow Australia, Canada, France, the United Kingdom and the United States have all let service flag in the eyes of their citizens..."
Added: 28 June 2007;
Page views: 1,816
Rating: 0
Votes: 0
This category last updated: 7 December 2011
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