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Chapter 5: The Values and relations with the Public
The APS Values, as set out in the PS Act, require APS employees to deliver services to the public fairly, effectively, impartially and courteously, and to be sensitive to the diversity of the public. The APS Values also require APS employees to perform their duties professionally and ethically and to be openly accountable.
Just over 60% of APS employees are directly involved in delivering services to the general public or manage employees who do.1 A range of legislative and policy requirements provide a framework to guide agencies in developing the standard and content of those services.
In addition to delivery of services to the public, consultation and engagement with stakeholders continues to grow in importance. Greater involvement of the public as citizens and customers has increased in priority, and there is growing pressure on the APS to develop systems and processes to understand the different values and perspectives of stakeholders and clients.
This chapter reports on progress in the implementation of effective service delivery in APS agencies. It draws on data from the agency and employee surveys, from NOIE, from ANAO performance audits and from published and unpublished material provided by the Ombudsman. It also looks at issues of public consultation and provides examples of where consultation in policy and program development has been used effectively in the APS.
1 This figure is based on data obtained from the survey of APS employees conducted by the APS Commission for this report.