Chapter 4: The Values and relationships with the public

For most members of the public, the APS is the face of the Australian Government. While the APS has played an important role in implementing policies and programmes since Federation, the nature of its relations with the public has been influenced by dramatic changes as a result of changing policy imperatives, changing expectations of the Australian community and changes in the economic, social and strategic circumstances of the country.

The APS’s relations with the public are governed by the Values and the Code. These set out principles which apply to how the APS delivers services and the behaviour required of its employees. The Values, as set out in the Act, provide for an APS where APS employees deliver services to the public fairly, effectively, impartially and courteously, and are sensitive to the diversity of the Australian public. The Values also provide for an APS that has the highest ethical standards and is openly accountable. The Code requires APS employees to treat everyone with respect and courtesy and without harassment when acting in the course of employment. Employees must behave honestly and with integrity and with care and diligence in the course of APS employment and must also comply with all Australian laws.

Increasingly, the focus of service delivery is on a whole of government approach— with an emphasis on a connected public service that seeks to be more responsive to the needs of the Australian public, providing seamless services and increasing efficiency and effectiveness in service delivery. Rising community expectations for easier access to government in terms of prompt, efficient and effective customer service and the integration of service delivery (accessible and provided at a time and in ways that suit the way citizens live their lives) are a key driver for this new approach.

It is not feasible for the State of the Service report to assess the overall quality of services provided to the public: each agency is responsible for reporting on its performance in this regard. This chapter instead focuses on the commitment and capacity of the APS to provide high-quality services, and effective means of ongoing service delivery. In doing so, it includes some material on the quality of key services, and evidence on the quality of administrative decision-making as it affects the public.

This chapter covers the issues of public consultation and the extent to which consultation on government regulation and policy and programme development is used in the APS. It also addresses how agencies are improving service delivery—particularly through feedback mechanisms available to service users, employee training and the implementation of service charters—and how service delivery is being measured. Changes in service delivery as a result of new technology are considered, together with the progress made in implementing the Australian Government’s e-government agenda. The chapter also highlights issues of administrative decision-making and service delivery raised by independent review agencies.

The chapter draws on data from the agency and employee surveys, specific agencies’ own service user surveys, international developments, data from the Australian Government Information Management Office (AGIMO), from ANAO performance audits, and from published and unpublished material provided by the Ombudsman.

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