Service Delivery Reform
The service delivery reform focuses on overcoming disadvantage, in particular, assisting people living in disadvantaged locations.
Overcoming disadvantage
The delivery of appropriate services to people with chronic and multifaceted issues, such as homelessness, addiction and mental health issues is particularly important, as these people may present frequently for crisis intervention, disengage from services after unsuccessful interactions and not fit comfortably into established service profiles. The Government’s service delivery reforms seek to provide better support to these people when they need it. This includes providing holistic and strengths-based tailored support that focuses on each person or families’ individual circumstances.
As part of the service delivery reforms, the Government is working to develop new models for the delivery of services through the community and private sectors, including integrated case coordination for citizens and their families with complex needs.
Disadvantaged locations
Concentrated and entrenched disadvantage is one of Australia’s most significant social policy challenges. It is a complex problem presenting numerous and interrelated issues requiring locally tailored and whole-of-community approaches.
Location-based approaches can assist people experiencing multiple and interrelated forms of disadvantage and provide a platform for the delivery of a more integrated and holistic suite of services and supports to communities.
While location-based approaches to addressing social policy problems are not new in Australia, the continued entrenched disadvantage in some communities suggests that new approaches are required. The Australian Social Inclusion Board has highlighted the key principles for Governance Models for Location Based Initiatives.
Service delivery reform agenda
The Government is currently changing the way it delivers services to all Australians, with a particular focus on those who need these services the most. The changes are about reorienting service arrangements so that they are straightforward, high quality and work for the Australian people. Service delivery reform is transforming the delivery of services through the Human Services portfolio to make dealing with government easier and quicker.
There will be more one-stop-shops, more self service and more support for people who need intensive assistance, based on their individual needs and circumstances, such as:
- local connections to work programs for disadvantaged job seekers;
- case co-ordination for those with complex issues;
- mobile and outreach services for socially or geographically isolated customers; and
- co-location of services and enhanced online and telephone services.
A range of