Page:Government Response – Royal Commission into the Robodebt Scheme.pdf/9



The Government accepts this recommendation.

The Government recognises the importance of designing policies and government services that focus on the needs of recipients. This includes making services as accessible as possible and delivering them in a way that meets the needs of individuals and the community.

The Government will continue to improve the delivery of services for Australians. When considering a change to a service, before policy, investment and service delivery decisions are made, the Government will gather an evidence-based understanding of the needs of recipients, which is based on the views of recipients, and explore how the proposed changes may impact recipients. The Department of Social Services and Services Australia will work together to ensure customer and staff feedback is considered in the design of policy and processes.

Priority 2 of the Government's Australian Public Sector Reform agenda is to put people and business at the centre of policy and services. In partnership with the broader APS and government services users, Services Australia has developed a whole of service vision for user-centred service excellence: "reliable and accessible services when and how you need them". The vision supports coherent leadership in the design and delivery of government programs, services and payments; service alignment; and shared execution. It is intended to complement the service delivery principles, standards and charters of individual departments and agencies.