Safe
- People need to feel safe and be safe. Steps are taken to prevent or reduce the risk of harm to people.
- This includes reducing risks to their physical, psychological, cultural and cyber safety.
We're committed to creating an environment where people feel protected, respected and secure. We instil confidence that people's information is secure.
Safety is a priority.
Safe Value Statements
Individual customer
I feel safe and comfortable to tell you my story – I know that I can trust you with my information. I can talk to you about my circumstances without feeling judged or stigmatised.
Third party provider
I am supported to raise issues – We collaborate to identify and mitigate risks. The tools I use enable proper management of my customers' and my own data.
Business
I know my data is safe – I know that secure processes and systems are used to protect my business data. We both adhere to cybersecurity standards and use tools to minimise threats.
Service delivery staff
I feel safe in my workplace, physically and psychologically – I am equipped to handle workplace challenges, having the tools and support for my safety.
How we make it Safe
Design Criteria and things to consider
- Information privacy. We take all reasonable steps to protect people's personal information and ensure it remains confidential.
- Have in place systems to protect and safeguard personal information and data.
- Make sure privacy policies, terms and conditions and guidelines are accessible, up to date, easy to understand and use safe language.
- Identify and address potential concerns or risks of data breaches.
- Educate customers and staff of potential security risks and how to avoid them.
- Do no harm. We are committed to providing people an environment in which they feel safe. We prevent or reduce threats to their safety.
- Research and understand unintended risks of implementing a policy, service or change.
- Understand and use trauma-informed approaches.
- Design physical and digital spaces in a way that promotes dignity and reduces stigma.
- Consider pro-active measures to ensure the safety of our customers and staff.
- Have in place avenues for people to raise and escalate safety concerns.
- Use restorative language that affirms dignity.
- Provide a range of tools for staff to support themselves and others safely.
Remember to think about safety and security from all angles; digital, physical, identity, cultural and psychological.
Designing for Safe
Safety by design focuses on eliminating risks and empowering customers.
Safety in all spaces.
Physical
Remove or reduce the chance of physical harm, ensure accessibility, and provide safe environments for people. Design and architectural choices should reduce risks and prioritise accessibility.
Cultural
Allow culturally diverse people the space and opportunity to have equitable access. Empower people to engage with services in ways that respect their background and unique needs.
Psychological
Understand people's emotional, social and mental well-being may impact their capacity to engage with services. Help identify, manage and prevent burnout. Design experiences that are empowering, respectful and promote dignity.
Cyber
Safeguarding user data is vital. Protect information from breaches and misuse. Ensure ethical collection and use of personal information. Make sure people know how their data is used and give them control over it.
Think about, for example:
Stigma associated with accessing government services can impact individuals. Reduce stigma and promote customer dignity by starting with:
- A customer focus – keeping the customer's needs and outcomes as a priority of policy, service design and service delivery.
- Empathy – promoting compassion and wellbeing of people.
- Partnership – working with and for customers to achieve positive outcomes in a way that minimises power differentials between government and customers.
This proactive approach focuses on embedding safety into the culture of government services. It considers the impact that changes to services and processes can have on different people.