A common approach to Systems Thinking and continuous improvement assists agencies to deliver services across traditional boundaries and contributes to a culture of sustainable, system-wide continuous improvement.

Benefits of the approach include:

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Customer experience

Services are designed around the customer, leading to more seamless and effective contact with government. Interactions are therefore more efficient and effective.

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Capability

The capability and leadership required to provide more effective customer services and a better citizen experience are embedded in the agency so it can continue to improve services well into the future.

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Capacity

By removing activity that doesn’t add value, more capacity is generated. Teams are able to do more with less, and management decisions can be based on knowledge of performance to redirect resources to customer-facing activity.

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Quality

Quality is designed into processes. Getting it right first time generates efficiencies by avoiding costly rework and delays, and improves the customer experience.

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People engagement

Decision making is driven closer to the customer. Teams are given the knowledge and skills to make changes that benefit the customer and, as a consequence, become more engaged with their role and organisation.

Cost savings

Cost savings

Waste removed from processes can create capacity and/or improve quality, and save costs.

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