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Service Delivery Channels

Principles

A service delivery channel is the means by which a service is delivered to the public. Existing channels include: mail (correspondence), face to face, telephone, online and other forms of electronic interaction (fax, text messages, email, video link & kiosk).

There are currently a number of service delivery channel obligations contained in Premier's Memoranda and Premier's Department Circulars. A number of guidelines have also been developed covering a range of service delivery channel topics, such as Call Centre Establishment. The key objectives of the NSW Government underpinning these obligations and guidelines are:

  • equity of access to government services
  • increased availability of government through the delivery of online services
  • government as a single entity
  • data security.

Note: Service Delivery Channels – Future Directions
Released in July 2006, the ICT Strategic Plan: People First – A New Direction for ICT in NSW sets out the framework for a coordinated government-wide approach to Information and Communications Technology (ICT) planning and allocation of resources.

The strategic goals relating to service delivery channels in the Plan include:

  • electronically service a greater number and range of customers at their convenience
  • tailor electronic services to suit the needs of clients with differing expectations
  • increase the number of government services available electronically
  • increase the number of electronic service delivery channels employed
  • increase coordination of customer service requests and actions across electronic service delivery channels.

The Channels and Access Strategy also supports the vision contained in the ICT Strategic Plan. The goal of the strategy is to improve the way government and citizens interact. It aims to encourage and assist government agencies to:

  • provide consistent and simple services designed from a customer perspective
  • improve access to information resources and the services of government
  • improve first point of contact resolution of information and simple service requests
  • provide a mix of delivery channels to suit varying needs.

Key Obligations and Agencies

Lead Agencies and Further Help

The lead agency is the Government Chief Information Office, Department of Commerce. However, your agency may have a policy and/or a person responsible. Refer to them first.

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