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Commonwealth Government Service Charters

The 1997 statement More time for business articulated the requirement for all departments and agencies that deal with the public to develop a Service Charter. Both direct and indirect service delivery functions, as well as regulatory functions are covered in the initiative. Those agencies with policy development functions are also encouraged to develop Charters.

A Service Charter is a simple public document, developed in consultation with staff and customers that continually grows with an organisation. It sets out the standards of service customers can expect. A Charter is a strong performance measurement and accountability tool as it focuses on customer service outcomes.

The framework for developing Service Charters is set out in the document Putting Service First: Principles for Developing a Service Charter which was developed by a task force of consumer, business and government representatives. In August 1997 a Commonwealth Implementation Timetable was published outlining each Minister's commitment to develop Service Charters within his or her portfolio.

Developing Service Charters - A Guide for Commonwealth Departments, Agencies and Enterprises (see archived publications), may be relevant to those agencies wishing to seek guidance on the creation of a charter.

Responsibility for service Charters was transferred from the Department of Finance and Administration to the Commission following changes to the Administrative Arrangements order in November 2001.

Principles

The Client Service Charter Principles cover many of the issues raised in the original Principles document, but also ask agencies to consider a range of issues when either developing or revising their Charter. These include:

The needs of clients in rural, remote and regional Australia;
The needs of people with disabilities;
The needs of those who speak languages other than English;
Online service delivery to meet the requirements as set out by the Government;
Service delivery under outsourced provider arrangements;
The values of service expressed in the Australian Public Service Act 1999; and
The principles expressed in the Charter of Public Service in a Culturally Diverse Society.

Agencies that have a charter due for review should manage the revision process based it on the Principles.

Whole-of-Government reporting

In October 1999 the Service Charters in the Australian Public Service reports were presented to Parliament. The second report, Service Charters in the Commonwealth Government July 1999 - June 2000 was presented in the 2000 spring sittings.

The report for 1999-2000 was the last detailed report showing performance across the Commonwealth against each service charter Principle.

Service charters continue to be reported in individual department and agency annual reports. The Australian Public Service Commission also reports on cultural change and service delivery activities in its State of the Service report.

For more information
Better Practice Group
Australian Public Service Commision
(02) 6202 3742