Figure 1
Public perceptions across sectors and channel preference for public service delivery
An infographic titled “Rethinking service delivery engagement in the digital age”. It is a city scene showing offices, presentations and homes, with the following information. Telstra has partnered with the Institute for Governance and Policy Analysis to conduct the latest round of research in our series on the Australian public’s interaction with government services. Amongst our findings: It’s time to prioritise online service delivery. Further findings are: 77% prefer online to pay government bills, fines or penalties. 73% think that delivering more online services would save the government money. 76% agree or strongly agree that delivery of more government services online would be more convenient. 70% prefer online to claim rebates on medical expense directly from Medicare. 76% prefer online to complete or lodge a tax assessment. 67% prefer to submit online information relating to a government payment. There is a section titled “Public perceptions across sectors and channel preference for government service delivery. It says: 64% of people think that state and federal government services are about the same. Investing in more online services, including a one-stop shop for services should be the highest priority for improving government service delivery. Online services are considered to be the most convenient, quick, easy and environmentally friendly of all channel choices. Download the full report on the tesltra website.
Figure 2
Process of trust development (Adapted from van Ryzin 2007 & Morgeson III 2012)
A flowchart showing the Process of trust development, adapted from van Ryzin 2007 & Morgeson III 2012. It is three boxes, the first saying: Expectations (of service delivery). Against which actual experience is compared. This box has an arrow going to the second box. Pointing to this arrow is another arrow with a secondary box saying “Service Experience”. The second main box says: Satisfaction (with service delivery) compliance with service delivery outcomes. This box has an arrow point to a third main box saying: Trust (in service) perception of trustworthiness in government to deliver service.
Figure 3
The relationship between trust and trustworthiness
A flowchart showing the relationship between trust and trustworthiness, adapted from Cho and Lee (2011). The first box is: Trustor (Individual). Demand side factors: education, age, location, political ideology. Supply-side factors: past experiences, external influences (media etc). This box has an arrow going to the next box, which is Trustworthiness. Supply-side factors: performance and procedural legitimacy; or “ability, benevolence and integrity). This has another arrow going to a third box, Trust. Trustors perception of trustworthiness.
Figure 5
Framework for understanding perceptions of trust in APS public service
An infographic showing the relationship between trust in democracy, trust in government and trust in APS service. It shows that each of these feed into each other. It then expands on Trust in APS service, showing that trust in APS service is dependent on the Satisfaction with APS service delivery, which is driven by expectations of APS service delivery and how the actual service delivery meet those expectations. Expectations is an array of micro-psychological contracts that cut across factors. It is driven by demand side factors such as direct experience, norms and values, social networks and location, as well as supply side factors such as information (media, government). Satisfaction with APS service delivery is also an array of micro psychological contracts that cut across factors. It is driven by demand-side factors such as location, as well as supply side factors such as staff professionalism, service quality and governance and integrity. The infographic also shows that satisfaction with APS service delivery can drive uptake of services.