The primary objective of this research is to provide the Department of Prime Minister and Cabinet with a better understanding of public demand for, and trust in, Australian public services in regional/rural/remote areas, with the aim of guiding the delivery of responsive public services that meet the needs of users in these areas. The report builds on existing quantitative research conducted by the Department on citizens’ perceptions of government services, the Citizen Experience Survey. The research is also designed to: enhance other data collections and reporting of the Department; enable the Department to guide cross-agency collaboration on Australian public service reform; and, provide research insights that can be used by other APS agencies to improve specific service delivery design and reform.
With these objectives in mind the report focuses on four key research questions:
- What characteristics of public service delivery approaches (i.e. design) are supporting or inhibiting trust in Australian public services in regional areas, and how do regional citizens want to receive public services?
- Is the regional trust deficit affecting the uptake of Australian public services in regional areas?
- Are there particular barriers (e.g. service communication constraints) affecting the uptake of Australian public services in regional areas?
- How can the Australian Public Service (APS) improve trust in public services in regional Australia?
Many of the underlying drivers of trust and areas for potential improvement stem from, and/or are exacerbated by, current service systems and culture. The report therefore proposes alternate future-state options drawing on international better practice and stakeholder insights. In addition, the report includes recommendations for future research and best practice-methods for engagement with these specific communities.