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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..."

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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 Rating: 0
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