Government

Business Improvement Specialists

|

 

Enhancing Government Service Delivery

SmartGov provides the complete Service Review Kit to help government organisations and departments improve services, reduce costs and generate additional income.  The Kit contains everything you need to conduct your reviews in-house including a guidance manual, tools and forms.

To find out more please email us at info@smartgov.net.au.

There are various reasons why organisations conduct service reviews:

• - Achieve savings and income generation
• - Review service levels & standards
• - Explore shared services
• - Improve service delivery methods
• - Optimise resource usage
• - Demonstrate strong leadership
• - Address political and community pressures

SmartGov has responded to these needs in developing the Service Review System.  The reviews help to identify a mix of services and funding arrangements that best meet customers' needs.  They also assist in ensuring long-term financial sustainability.

The state-of-the-art methodology was developed by the SmartGov team based on their practical knowledge of organisational reviews and extensive experience in government organisations.  Information used in developing the system was also drawn from material researched internationally.

At the centre of the framework is the process for reviewing each service.  It comprises 17 key steps, including:

• - Defining the scope of the service review
• - Establishing and training review teams
• - Consulting with key stakeholders including customer focus groups
• - Gathering information such as minimum requirements, outputs, and current service levels
• - Benchmarking with other organisations including private enterprise
• - Reviewing service levels and standards
• - Exploring service delivery models including service sharing, strategic relationships, community enterprises
• - Reviewing internal operations including structure, processes, work practices
• - Exploring methods to optimise resource usage, including rationalising and making better use of assets
• - Exploring alternative funding arrangements including user charges and grants
• - Arranging approvals and follow-up actions

Complementing the service review process are various support activities that generally run across the whole service review program, i.e.:

• - Managing and resourcing the service review program
• - Engaging with the workforce, customers and other stakeholders
• - Identifying and describing the organisation’s services
• - Strategically analysing all the services to consider the big picture issues effecting service delivery
• - Prioritising and scheduling the individual services for review
• - Implementing the service review recommendations
• - Evaluating the outcomes and continuously improving the process

To find out more please email us at info@smartgov.net.au