Implementation & Services
Identifying, designing and implementing services that benefit the Australian community.
Implementation and services is the craft of identifying, implementing and delivering services that meet real needs.
To deliver great services we must start by identifying the requirements and challenges the services are trying to solve and why.
How can we ensure delivery of good government services?
I see two key components of that delivery of good government services. Firstly, it is designing and setting up those services, making sure you've got co-design, engagement, and quite clearly understanding the user experience of having the user voice, human centred design at the centre of it, having your plans, your risks understood, and all your capabilities pre- prepared. Then there is the execution or the actual final implementation of those services. What is fundamental about that is the people have to have the skills, the abilities, and the right posture, and the right understanding, and the ability and the professional empathy to engage with customers in very different circumstances to bring all that preparation to bear to get the right outcome for Australians.
How do we design and deliver services to meet our customer’s needs?
It's important not to deliver a government service in isolation. The individual, the Australian that we're serving, is having a range of other services and a range of other actions happening to them. What we do is we run the risk of making the world confusing for them and making the burden they wear to try and engage with us excessive, so designing those services in such a way with reference to other government, federal or state or local and how they fit together, leveraging off what I call are the natural processes of society where people do normal things, enables us to get a good outcome in terms of design for the individual.
What is the relationship between policy and delivery?
The relationship between policy and delivery is pivotal to success. The policy officers understand how delivery translates on the ground and ensure that the policy architecture is appropriate, relevant, and gets the right outcome. Secondly for the delivery capability, to understand the policy intent on what we're trying to achieve. That combination, both a challenge and an opportunity.
Delivering great services means:
- Following a service design and delivery process
- Understanding user and stakeholder needs
- Defining desired outcomes, measuring actual impact and adjusting accordingly
- Exploring and prototyping multiple solutions, sharing ideas early and often
- Understanding interactions between policy intent and delivery imperatives
- Identifying risks and managing them
- Working collaboratively in multidisciplinary teams – ideally from across government
- Displaying commercial intelligence whenever commissioning services
Frameworks and methodologies
If you are designing digital services, the Australian Government Digital Service Standard sets out the best-practice principles for designing and delivering digital services that are simple, clear and fast.
The Digital Transformation Agency provides guidance on the Service design and delivery process to support agencies to meet the Digital Service Standard criteria.
When commissioning services, the Department of Finance outlines the Commonwealth Procurement Framework, which set out the basic rules for all Commonwealth procurements and governs the way in which entities undertake their own processes.
The Commonwealth Risk Management Policy's goal is to embed risk management as part of the culture of Commonwealth entities where the shared understanding of risk leads to well informed decision making.
Tools and templates
The IDEO Designing for Public Services toolkit is for policymakers and those who deliver public services. The tools and methods included allow users to get to the heart of the needs of citizens and civil servants.
The 18F Methods, from the United States Government is a collection of tools to bring human centred design into your project.
The Observatory of Public Sector Innovation at the OECD has curated a wide range of toolkits on service design for you to explore.
Comcover has produced a variety of risk management resources that provide information on risk, including examples of better practice risk management throughout the Commonwealth.
User research helps you learn about your users and create services to meet their needs. The Digital Transformation Agency provides some useful guidance on user research.
When establishing an APS Taskforce, the Australian Public Service Commission's Taskforce Toolkit provides a practical guide through every stage of the taskforce lifecycle, whether you're setting up, mid-operation or winding down your taskforce.
Developed by the Digital Transformation Agency, this guide provides direction on how you can design and build a service taking an agile and user-centred approach.
This edition of audit insights outlines key messages from Auditor-General reports which have examined the rapid implementation of government initiatives.
APS Academy Courses
Procurement Essentials and Contract Management – Face to Face
This course has been designed in partnership with the Department of Finance to assist APS employees to understand the Commonwealth Resource Management Framework and demonstrate accountability and transparency in how taxpayer’s money is spent. As a result of this program, participants will be better able to plan and conduct ‘value for money’ procurements and effectively manage contracts to achieve government outcomes.
Understand the project management process and tools for implementation and evaluation. This includes project planning, resource identification, implementation, deliverables and milestones, risk assessment, stakeholder management and governance. Develop a project plan and risk and stakeholder management activities to deliver the plan on time and within budget.
Finance Essentials – Virtual
The course explores the key elements of the resource management and budget framework, as well as the responsibilities and duties of officials.
Financial Management and Budgeting – Virtual
This course aims to provide operational and line managers with the skills to manage day-to-day activities and outcomes within a budget.
Financial Management – Advanced – Virtual
This course explores financial issues and their impact, and examines financial practices at a management level. Improve techniques for managing budgets, costing government services and activities, particularly for new policy proposals, assessing financial performance, and administering government grants.
Financial Management Introduction – Virtual
This course covers financial governance and the Resource Management Framework that governs how the APS uses public resources. Understand the Public Governance, Performance and Accountability Act 2013 and basic financial concepts. Learn more about financial management, governance, communicating about financial issues, and monitoring budgets. Gain a better understanding of financial statements, government budgeting and developing a persuasive budget bid.
Leading Successful Projects - Virtual
This course outlines the knowledge, tools and techniques required to lead projects and teams at the executive level. Understand the project management framework and consider the political and policy context for projects. Learn project governance requirements and project leadership challenges.
Structuring Work – Virtual
Essential techniques and tools to get work done effectively and avoid methodologies, jargon and unnecessary templates and forms. The practical activities relate to your work or are based on case studies and exercises. You'll learn how to structure your work to be more effective and efficient.
Introduction to Regulation – eLearning
This module serves as a brief introduction to regulation and is the pre-work for the face to face regulatory programs.
Developing a Regulatory Impact Assessment - MOOC
The Department of Prime Minister and Cabinet offer a Massive Open Online Course (MOOC) on how to write a Regulation Impact Statement (RIS) using best practice regulatory processes to solve policy problems. You will deepen your understanding of the RIS process by writing your own RIS for a fictional scenario.
Dealing with Change - Virtual
This is an intensive course exploring change at the personal and organisational level. Understand concepts of resilience and develop techniques to be adaptable and responsive. Share thoughts and ideas on dealing with change with others.
Embedding an Active Risk Culture: Part 1 - eLearning
This microbite highlights the importance of having a culture that actively engages with risk, what this looks like, and key considerations on how to overcome a culture of risk aversion within an entity.
Embedding an Active Risk Culture: Part 2 - eLearning
As a continuation of part 1, this microbite outlines the benefits of an active risk culture, assessing risk culture, and how to best to influence behaviour change of an entity from one of risk aversion to one that actively engages with risk.
Enhancing Comcover's Education Program - eLearning
This mircobite provides an overview of Comcover’s risk education program including our e-learning and associated workshops
Introduction to Risk in the Commonwealth - eLearning
The Introduction to risk in the Commonwealth eLearning course provides you with the foundation for understanding risk and its management in the Commonwealth. The course introduces you to risk management principles and the Commonwealth Risk Management Policy, with the aim of encouraging better public sector risk management practice.
Managing Indemnity Risk - eLearning
Managing Indemnity Risk is an eLearning course to help you better understand indemnities, and how to reduce likelihood and consequence of the risks that they present. You will learn how risk informed decision making can be applied to practical examples, and what cover is available to Comcover fund member entities.
Organisational Resilience in a Crisis - eLearning
This Microbite discusses the importance of reflecting on the resilience of our organisations and learning from our response to the Covid-19 pandemic early on while the experience is fresh. It also highlights the importance of taking a structured approach to planning a successful recovery from a crisis when moving out of the response phase.
Practical Risk Management: More than just ticking boxes - eLearning
This is a blended learning program comprising of an eLearning course and a two-day workshop. Suitable for APS officers who encounter risk every day in the course of their work. For example, managing the risks associated with project or program delivery.
Risk Appetite and Tolerance - eLearning
This microbite discusses how changes in our operating environment may impact how much risk we are prepared to take, and puts forward some key considerations to understand how best to plan and manage your future and current activities in a changed environment.
Risk Management in a Crisis - eLearning
This microbite provides some key elements for risk managers to reflect upon when implementing their risk management processes in a crisis to ensure they focus on the things that matter now while looking forward to help navigate the uncertainties of the future.