Responsiveness

This report concludes with a look at future directions for access and equity in the Australian Government, and some sample initiatives from state, territory and local governments. A commitment to access and equity at every level of government is fundamental to the economic and social wellbeing of all Australians.

The principle of responsiveness expresses the need for government programs and services to be accessible, fair and responsive to the individual requirements of their clients.

The suggested strategies for applying this principle and testing performance against it include:

  • developing and delivering fair programs and services that are based on a sound knowledge of the needs, circumstances, cultural and other characteristics of clients
  • drawing on cultural diversity to improve the effectiveness of agency programs by auditing and raising the profile of staff cultural skills; providing appropriate staff training; taking steps to recruit culturally-diverse employees, volunteers, grantees and contractors; and supporting Australia’s competitive business advantage arising from the diverse backgrounds, skills and networks of its workforce and population
  • identifying and responding quickly to emerging issues arising from Australia’s cultural diversity and affecting particular population groups.

Agencies providing reports against the responsiveness principle have employed a wide variety of strategies. Some agencies trained staff in cross-cultural and diversity issues or employed strategies to ensure cultural diversity in recruitment.

Some introduced questions into recruitment interviews that tested candidates’ grasp of cultural and linguistic issues.

Many agencies collected and collated data to help improve and inform their service delivery. Some agencies not directly involved in service delivery funded other organisations to develop programs and provide services to specific target groups.

Examples of responsiveness by a range of Australian Government agencies are provided below.