Description: In a speech to be delivered tomorrow, Commonwealth Ombudsman Allan Asher will argue that to a great extent poor service delivery by government agencies comes down to poor communication. This includes lack of accessibility, poor complaint-handling procedures, lack of community consultation, and language that is unduly complex or bureaucratic.

Mr Asher will deliver the speech ‘Why do good policy ideas turn into porridge?’ at the 2011 Public Affairs Conference in Canberra, held by the Walkley Foundation and the Media Entertainment and Arts Alliance.

‘Many agencies see the way they communicate as a side issue to the services they provide, whereas the two are inextricably linked or indeed the same thing,’ Mr Asher says.

Mr Asher highlighted initiatives such as the Home Insulation Program, the National School Chaplaincy Program and the Northern Territory Emergency Response as examples of where lines of accountability, review and complaint handling are not clearly defined.

Mr Asher will conclude his speech with a five-point action plan for how government agencies can improve their service delivery.

Date: 6 September 2011

Further information:

The full transcript of the speech will be available on the Commonwealth Ombudsman website at 11.00am, shortly after the speech is delivered:

http://www.ombudsman.gov.au/speeches-and-presentations/

While the speech itself is not open to the media, Mr Asher is available for interviews about the issues raised in the speech.

The Commonwealth Ombudsman safeguards the community in its dealings with Australian Government agencies.

The Ombudsman’s office handles complaints, conducts investigations, performs audits and inspections, encourages good administration, and carries out specialist oversight tasks.

The Commonwealth Ombudsman is also the Defence Force, Immigration, Law Enforcement, Taxation, Postal Industry, ACT and Overseas Students Ombudsman.

Media contact: Media 02 6276 3759

Date of release: 5 September 2011

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      05 Sep 2011: Media alert: Why government service delivery often fails

      Description: In a speech to be delivered tomorrow, Commonwealth Ombudsman Allan Asher will argue that to a great extent poor service delivery by government agencies comes down to poor communication. This includes lack of accessibility, poor complaint-handling procedures, lack of community consultation, and language that is unduly complex or bureaucratic.

      Mr Asher will deliver the speech ‘Why do good policy ideas turn into porridge?’ at the 2011 Public Affairs Conference in Canberra, held by the Walkley Foundation and the Media Entertainment and Arts Alliance.

      ‘Many agencies see the way they communicate as a side issue to the services they provide, whereas the two are inextricably linked or indeed the same thing,’ Mr Asher says.

      Mr Asher highlighted initiatives such as the Home Insulation Program, the National School Chaplaincy Program and the Northern Territory Emergency Response as examples of where lines of accountability, review and complaint handling are not clearly defined.

      Mr Asher will conclude his speech with a five-point action plan for how government agencies can improve their service delivery.

      Date: 6 September 2011

      Further information:

      The full transcript of the speech will be available on the Commonwealth Ombudsman website at 11.00am, shortly after the speech is delivered:

      http://www.ombudsman.gov.au/speeches-and-presentations/

      While the speech itself is not open to the media, Mr Asher is available for interviews about the issues raised in the speech.

      The Commonwealth Ombudsman safeguards the community in its dealings with Australian Government agencies.

      The Ombudsman’s office handles complaints, conducts investigations, performs audits and inspections, encourages good administration, and carries out specialist oversight tasks.

      The Commonwealth Ombudsman is also the Defence Force, Immigration, Law Enforcement, Taxation, Postal Industry, ACT and Overseas Students Ombudsman.

      Media contact: Media 02 6276 3759

      Date of release: 5 September 2011