Accessible Government Services for All Annual Report
Page 3
Introduction
A strategy to improve delivery of government services to Australia's diverse population was first implemented in 1985 and an annual Access and Equity Report on Commonwealth agencies' performance against specific criteria has been tabled in both houses of parliament since 1993. Agencies have been guided by the Charter of Public Service in a Culturally Diverse Society (the Charter) since 1998. A new framework has recently been developed to replace the Charter (Appendix A).
The framework, which streamlines agency reporting arrangements, has been informed by feedback from the 2003 Settlement Services Review conducted by the Department of Immigration and Multicultural and Indigenous Affairs 1, the 2005 evaluation of cultural diversity policy and consultations with a number of departments and agencies in 2006.
The 2006 report encourages Australian Government agencies to take a greater leadership role regarding diversity issues and promotes a whole-of-government approach.
The four principles of the framework, and their corresponding performance indicators, address these key responsibilities of government:
- Responsiveness – the extent to which programmes and services are accessible, fair and responsive to the individual needs of clients
- Communication – open and effective channels of communication with all stakeholders
- Accountability – effective and transparent reporting and review mechanisms
- Leadership – a whole-of-government approach to management of issues arising from Australia's culturally and linguistically diverse society.
The framework suggests strategies to implement these principles; supports agencies in analysing their performance and sharing good practice responses; and enables greater client feedback on policies, programmes and services.
1 On 27 January 2006, the Department of Immigration and Multicultural and Indigenous Affairs became the Department of Immigration and Multicultural Affairs (DIMA). On 30 January 2007, DIMA became the Department of Immigration and Citizenship (DIAC).