Tailored
- People are provided relevant information and support at the right time in a way they prefer.
- People have choice in their interactions based on their preferences.
- Needs are pre-empted and proactively met.
A tailored experience is about connecting people to what they need, when they need it. We empower people to personalise their interactions based on their needs and preferences. We aim to anticipate people's needs before they reach out to us, providing them with relevant information and support.
By tailoring our services and approaches we can cater to everyone - from the most tech-savvy and light-touch users to those needing a more supported experience. This principle shifts government service delivery to become more proactive.
One size does not fit all.
Tailored Value Statements
Individual customer
I'm given timely and relevant support when and how I need it – I get the right information, reminders and personalised support based on my circumstances.
Third party provider
I have what I need to help others – I'm provided with personalised information and support that is relevant to my role. I partner with government to provide people with tailored support.
Business
I can get on with running my business – I am informed of services available for my business. Services adapt to changing business needs.
Service delivery staff
My needs are met so I can support customers – My preferences are considered at work. I am empowered to effectively assist customers and to link them to relevant support that meets their needs.
How we make it Tailored
Design Criteria and things to consider
- Personalised. We provide people options to personalise their interactions with us based on their preferences.
- Use what is already known about a person to tailor content and information for them.
- Give people flexibility and control in how and when they interact with government.
- Allow people to opt-in, opt-out or edit their preferences and customisation options such as notifications and reminders.
- Make sure digital solutions are available on a range of devices and operating systems.
- Proactive. We proactively offer relevant information and support.
- Set up processes to anticipate upcoming events and send timely notifications.
- Use what we know about a person to proactively find relevant services based on anticipated events.
- Use proactive messaging to provide targeted information to people based on current events.
- Enable our staff to help others, by keeping training and information up to date and relevant.
Remember to respect people's choice and provide them with control.
Designing for Tailored
Community Partnerships Programme uses a community-based approach to tailor services.
The Services Australia Community Partnerships Programme collaborates with community organisations to provide connected and wrap-around support.
Community Partnership Specialist Officers are located within community organisations and work with people to understand their situation and to provide intensive support.
They:
- give personalised assistance to people who have the most trouble accessing government payments and services, with a focus on people experiencing homelessness.
- work in partnership with community organisation staff to strengthen relationships between community and government services.
- connect people to payments, services and support based on their individual circumstances.
Community Partnership Specialist Officers give people choice and control in how and when they interact with government during times of uncertainty. This empowers staff and customers by providing known and reliable places and people to talk about their needs and circumstances.
This approach increases inclusion, ensuring people who experience multiple barriers or might otherwise miss out on accessing help, receive the support they need from a trusted and knowledgeable person.
Benefits to replicate
- Accessible and trustworthy; meet user needs and ensures accessibility, leading to greater participation and engagement.
- Effective resourcing; allow staff to holistically and proactively support people with complex circumstances, helping government allocate resources more effectively to ensure support is available for those who need it.
- Efficiency; enable specialist staff to focus on more complex cases, leaving service centres for more straightforward support.
- Continuous improvement; help ensure services remain relevant and effective over time.