Background

In December 2009, the Australian Government announced the beginning of a major reform agenda to improve the way services are delivered to Australians. This reform is designed to better co-ordinate service delivery to Australians and achieve more efficient and effective outcomes for government.

Purpose

L'Express (18.03.2016) Pas de concurrence, ni d'exigence de rentabilité... Pourtant, le service public se préoccupe de plus en plus de ses rapports avec ses publics. Illustration avec l'un des champions de la "relation usager": l'assurance-retraite.

FederalNewsRadio.com (08.10.2015) The Veterans Affairs Department’s ongoing goal to provide world class customer service always begins with a simple premise: understand the veterans experience first and foremost.