The report is organised into five substantive sections and a conclusion. Following this introduction, Section Two reviews the existing academic and grey literatures of trust in regional service delivery. The lessons from this review inform the presentation of the analytical framework and research methodology in Section Three. In Sections Four and Five, we present the key findings from the focus group and elite interview components of the project. The concluding section highlights six focus areas of improvement for theDepartment and maps the constituent elements of a change management strategy as a plausible way forward to building trust systems between government and citizen, through reform of Australian public service delivery.
