Citizen Centric Service in the Australian Department of Human Services: The Department's Experience in Engaging the Community in Co-design of Government Service Delivery and Developments in E-Government Services (澳大利亚人类服务部以公民为中心的服务:该部门在促进群体参与协同设计政府服务提供和发展在电子政府的经验)

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Abstract

The Department of Human Services (DHS) is responsible for delivering the majority of the Australian Governments social, health and welfare programs. Government services have traditionally been delivered in policy program silos. However, there has been growing acknowledgement of the overlapping needs of those accessing services, such as employment, mental health and housing. Co-design moves towards gaining an understanding of the experiences of the users and their communities, and giving these communities a legitimate role in development and design. Co-design is about finding the balance between what customers want, what is possible and what is viable. DHS has undertaken a series of community fora to better understand these needs and wants, to further inform the development of new service offers under the Australian Government's Service Delivery Reform (SDR) agenda. DHS has also introduced eServices to further improve customer access, and to inform DHS to better develop products that meet customer needs. Co-design is an important feature of contemporary service delivery by DHS.

人类服务部(DHS)负责提供澳大利亚政府大部分的社会,卫生和福利计划。政府服务传统上是有由政策项目来执行的。然而,越来越多的使用诸如就业,心理健康和住房等服务的人认识到了他们相互重叠的需求。协同设计旨在了解用户及其群体的体验,并且在发展和设计过程中给予这些团体权利。协同设计是要在客户想要什么,什么是可能的,什么是可行的之间找到平衡。人类服务部已开始了解一系列群体,从而更好地理解他们的需求和希望,进一步帮助发展基于澳大利亚政府公共服务改革(SDR)议程的新服务。人类服务部还推出了电子服务,以进一步提高客户的访问,并使人类服务部能够开发出产更好的产品来满足客户的需求。协同设计是当下由人类资源部提供的服务的一个重要特征。

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