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Issue 2 2015 Defence
Service delivery is in the spotlight as a reform team works to make the
right information available in the right way to the people who need it to
make informed decisions.
EFENCE is on track to develop a
service delivery approach where
customers and providers work
together to design and improve
services, according to Associate
Secretary Brendan Sargeant.
After the release of the First Principles
Review (FPR), Brendan says Defence is focused
on enhancing service delivery and progress will
become part of the First Principles reporting
“Our work to reform Defence’s corporate and
enabling services is part of the First Principles
Review, with chapter 4 devoted to corporate and
military enablers,” Brendan says.
“Reform of the corporate and enabling
services is key to creating One Defence.
“The good work that is already in train to
measure the performance of our services will
continue, with the service delivery baselining
and subsequent benchmarking against best
practice already under way.”
Brendan says results of this initial work
are expected to be seen in the third quarter of
this year. In conjunction with this performance
measurement, the customer satisfaction survey
will be released soon.
“The results of the survey will be used to
focus on areas requiring improvement and
reform,” Brendan says.
“We are on track to develop a service
delivery approach where customers and
providers work together in the design and
improvement of these services.”
Recent highlights include progress in the
people services domain and the examination
of the information management service, which
cuts across all aspects of Defence business.
Work is under way on understanding the
information environment of Defence, an
involved job, given the complexity of the
The result of this work will be the provision
of “trusted information to inform decision-
making and military interoperability”, as
outlined in the FPR recommendations.
Deputy Secretary Defence People Rebecca
Skinner has started a People Reform Project.
The People Reform team will engage a
wide range of APS and ADF staff, including
supervisors and senior workforce managers.
The team is focusing on three key areas:
finding people information, people service
delivery and people design and process.
Finding people information
Consultations have revealed staff are
overwhelmed by the number of ways they can
access people information and that they are
unclear about what Defence People Group
Customers believe PeopleConnect, the
Defence People Group services’ intranet page,
doesn’t always provide the right information in
the right way.
Acting Assistant Secretary HR Services Lisa
Phelps says improvements are being made to
the information on the intranet.
“We want PeopleConnect to be easy to use so
managers can access the information they need
themselves, if they want to. It will become the
ideal self-help tool for people issues,” she says.
People service delivery
Customers do not feel information is
properly shared between different parts of DPG.
They have requested less administration and
more streamlined processes.
Also, senior leaders do not believe they are
getting the data analysis they need to make
informed decisions about their workforce.
“The Reform Team will work with customers
and service providers on a project to design a
service model that will deliver people services
in a new way,” Lisa says.
“Once it is complete, people will only need
to speak to one or two people in DPG, while
different parts of DPG will work together to
provide a customer-centred range of services,
tailored to whoever is asking for advice.”
Design and process
Customers have told DPG they are not sure
how much support they can get and feel that the
people services offered do not always give them
what they want.
The Deputy Secretary has committed to
reviewing the way people services are delivered
to ensure the services provide the right level of
support to customers of all levels.
“We will be exploring and developing a
renewed service culture to make sure that we hit
the mark with what customers want,” Lisa says.
Defence’s people policy is also being
reviewed to make it accessible and easier for
customers to use, so people feel confident in
managing day-to-day human resources issues.
These activities will be combined with other
corporate and enabling services projects to
offer an improved level of support to Defence
employees and members.
DPG’s work with subject experts and
customers alike has resulted in an initial design
of people service delivery. A detailed design
phase will now commence.
“We invite customers to get involved so that
we can make sure we develop a great experience
for them whenever they need to access people
services,” Lisa says.
Photo: Lauren Larking
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