Transparent
- People understand how and why decisions are reached.
- The whole experience is predictable and clear, so people know what to expect, why and how.
- Information about how data is used and collected is clear.
Transparency in government is crucial. It creates certainty, reduces confusion and ambiguity, and builds trust. Tell people how and why information and data has been collected, used and shared. Ensure people are clear on how why decisions have been made and help them make sense of how it all works.
Be honest and open.
Transparent Value Statements
Individual customer
You help me see the bigger picture – I know what I need to do, when and why, and what to expect from you. I am kept updated of any changes that may impact me.
Third party provider
I understand what is required of me and my customers – I have visibility of when and how decisions are reached so that customers receive the best outcome.
Business
I understand what I need to do to meet my obligations – I understand what is required of me and am kept informed of things that impact my business. I receive clear guidance and know how to ask questions and raise concerns.
Service delivery staff
I understand and can explain decisions and next steps – I feel confident to make decisions and I'm empowered in my communication with customers. I'm consulted on issues that affect me and my job.
How we make it Transparent
Design Criteria and things to consider
- Use of data. We clearly communicate how data is collected and used. We provide people with visibility and control over their data.
- Make it clear to people what data is collected, why and how it will be used and or shared.
- Only collect data that is required, be clear on how it is stored and protected.
- Give people control over their data and the ability to opt-in and out of collection and use.
- Design escalation channels for enquiries and disagreements about data use.
- Decision making. We explain how and why outcomes and decisions are reached, and ensure people understand their options and next steps.
- Develop processes to communicate outcomes and have review options.
- Provide visibility of the end-to-end process, and when automation is used.
- Communicate and consult with staff ahead of changes and decisions taking effect.
- Clearly communicate next steps.
- Clear expectations. We are clear about reciprocal obligations and expectations. We give people accurate, up to date information about processes and timeframes.
- Remove ambiguity. Help people understand how everything relates to them, from eligibility requirements to obligations.
- Make it clear at the start of a process the average time it will take, and the information or evidence needed to complete tasks.
- Communicate well, accurately and often. For example, timeframes and regular status updates.
- Clearly explain the value of the service and what people should expect from us.
Remember to:
- set clear expectations.
- keep people updated when things change.
Designing for Transparent
How Australia Post used customer feedback and innovation to increase transparency.
The Australia Post app was developed upon customer feedback based about missed notifications and deliveries. The app makes it straightforward for people to manage their needs in one convenient, quick and secure place by:
- Providing clear expectations for delivery through timely automated tracking notifications. The app gives real-time information about the delivery journey, allowing people to see every step and receive immediate updates if there are changes. This enables people to plan their lives accordingly or redirect the delivery if needed.
- Displaying privacy and security information in an obvious way. Providing clear navigation to the privacy statement and scam alerts.
- Providing options to complete multiple tasks within the one place, connecting to other services like paying bills, calculating postage, or authorising others to act on their behalf.
Australia Post app has high customer satisfaction due to these features.
Benefits to replicate
- Building trust; clear processes and decisions build customer confidence.
- Accountability: when actions and decisions are known, it reduces the risk of error or misconduct.
- Informed decision making; letting people know what to expect and how to access support.
- Feedback and improvement; adapting to changing ecosystems through iteration.