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Citizen Centric Service - Victoria
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government in the state of Victoria, Australia.
Categories
- Serve You Right Forum 2011
- The Serve You Right network is an Australia-wide forum held annually for the purpose of sharing knowledge and skills about enhanced government customer service delivery. It attracts approximately 30-40 specialists and practitioners from Australian state, federal, and local government. The format of Serve You Right is a two day forum and workshops. The forum was hosted by the Victorian Government in Melbourne, September 15-16, 2011.
Site Articles
- On the Road to Satisfaction: Using the Canadian Common Measurements Tool to Measure Satisfaction with Government Services
- Customer satisfaction measurement is a key focus for public service delivery and should not be relegated to an occasional one-off research task but incorporated in an ongoing journey for continuous service improvement. Measurement tools and techniques can only work if there is a prerequisite organisational cultural commitment in place. It has to be championed from the top, with chief executives openly committed to regular customer satisfaction measurement.
- Putting People at the Centre - Contents
- Contents page for the eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre.
- Putting People at the Centre - Creating a Framework for Ongoing Reform within Government
- eGovernment vision of the Victorian Labor government 1999 - 2010. Strategies - Responding to issues holistically across government; Building capabilities within agencies; Effective sharing of resources. The development of citizen-centred services as part of eGovernment will inevitably involve changes to the way government works.
- Putting People at the Centre - Executive Summary
- Executive summary of the eGovernment vision of the Victorian Labor government 1999 - 2010.
- Putting People at the Centre - Introduction
- Introduction to the eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre.
- Putting People at the Centre - Ministers' Message
- Ministers' message regarding the eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre.
- Putting People at the Centre - Providing Better Community Engagement and More Effective Democracy
- The eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre outlined strategies to provide better community engagement and more effective democracy include giving people access to competing source of information and analysis, creating opportunities for community consultation and debate, inproving opportunities for policy discussion, and protecting personal privacy.
- Putting People at the Centre - Substantially Improving Support and Services to Citizens
- The eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre providing a citizen focussed vision for e-Government.
- Putting People at the Centre - Using Innovation in Finding New Opportunities
- The eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre saw e-Government as a commitment to greater innovation - in the use of new information networks and communications technology, in new ways of working and in new partnerships outside government.
- Putting People at the Centre: Our e-Government Vision - Media Release
- The eGovernment vision of the Victorian Labor government 1999 - 2010 - Putting People at the Centre was launched by the then Premier on 26 March 2002.
- Service Victoria - Project Update October 2008
- The Victorian government has been exploring the idea of offering Victorians an easier and more convenient way of dealing with Government. Service Victoria was used as the working title for this whole-of-government concept.
- Victoria - Common Measurements Tool
- The Common Measurement Tool (CMT) which was developed by the Canadian government to measure customer satisfaction has been purchased by CA&T through a two year licence that all Victorian Government Departments and agencies, including Local Government, can utilise. The CMT is a set of survey questions and scales that allow individual agencies to survey their own customers’ satisfaction and identify service delivery improvements for service users.
External Links
- Towards Agile Government - in pdf format format (506kb).
(This document requires the use of Adobe Acrobat Reader). State Services Authority, 2008. This report is a joint publication produced by Simon Parker, Head of Public Services, and Jamie Bartlett, Researcher, Demos, together with the State Services Authority. "... In this report, we set out what agility in government means and why it is a potentially useful concept for public managers. We begin by examining the changing context in which governments are operating, and set out the reasons why developing greater agility can help public services respond to new challenges. We then propose an agility cycle to demonstrate the dimensions of agility. Case studies are featured as examples of how Victorian public sector agencies are pursuing agile approaches to address emerging challenges. Finally we propose five broad principles to guide governments towards agility..."
- Agile government: a provocation paper - in pdf format (238kb)
(This document requires the use of Adobe Acrobat Reader). Demos, State Services Authority, 2007. "This provocation paper is a joint publication by Demos and the State Services Authority. The purpose of the paper is to generate ideas and provoke debate about the concept of agile government. The paper does not represent Victorian government policy..."
- Agile government
- by Jason Ryan. Network of Public Service Communicators Blog, November 4th, 2007. "Demos and the Victorian State Services Authority have embarked on a project to explore the concept of agile government. The first product of this collaboration was what they described as a provocation paper, released in September, and called - as you might expect - agile government..."
This category last updated: 20 August 2008
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