There are three key ways departments can support their frontline employees to deliver relevant and responsive services. Frontline employees need a customer-focused:

1. Department culture – one that values customers, supports employees and encourages continuous learning.
2. Direction – leadership and management that places a high priority on achieving customer satisfaction with services, planning and resourcing to address the needs of future customers, and support for the continuous improvement of service delivery.
3. Capacity to deliver – where the department’s people, practices, resources and systems support frontline employees to deliver customer satisfaction and ensure successful outcomes for the customer.

These three priorities are summarised in figure 2, below:

Figure 2:  Supporting frontline employees to deliver customer satisfaction