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https://www.usefulfeedback.com/complaints-management/7-things-to-remember-when-designing-a-complaint-management-strategy/
You don’t need a complaint reduction strategy. You just need to reduce the problems you cause. Yes, focus on the root cause not the consequences of the cause of the problem! If you (truly) welcome complaints and make it easy for your customers to complain, you really will get to very quickly discover when you are causing upset to your customers.
http://www.w3.org/egov/IG/slides/2012-03-20/Ojo-slides-v4.pdf
Whole-of-Government denotes public services agencies working across portfolio boundaries to achieve a shared goal and an integrated government response to particular issues [Christensen et al 2007]. 1) They can focus on policy development, program management, and service delivery.
https://en.wikipedia.org/wiki/Whole-of-Government_Approach
Whole-of-Government Approach (“WGA”) refers to the joint activities performed by diverse Ministries, Public Administrations and Public Agencies in order to provide a common solution to a particular problems or issues. The approach and content of the initiatives can be formal or informal.
https://ww2.health.wa.gov.au/About-us/Policy-frameworks/Clinical-Governance-Safety-and-Quality/Mandatory-requirements/WA-Health-Complaint-Management-Policy
A complaints management process is an important strategy for engaging with health consumers and carers and is fundamental to the delivery of quality health care. An effective and efficient complaints management process enables providers to resolve disputes, obtain feedback from consumers and carers and provide strategies for health service improvement.
https://www.researchgate.net/publication/227541592_The_Whole-of-Government_Approach_to_Public_Sector_Reform
The Whole‐of‐Government Approach to Public Sector Reform. In this article, the authors discuss “whole-of-government” initiatives as a reaction to the negative effects of New Public Management reforms such as structural devolution, “single-purpose organizations,” and performance management but also as a reaction to a more insecure world.
https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/2012-Survey/Chapter-3-Taking-a-whole-of-government-approach.pdf
Taking a whole-of-government approach In recent years, there has been a change in emphasis away from structural devolution, disaggregation, and single-purpose organizations towards a more integrated approach to public service delivery.1 Variously termed “one-stop government,” “joined-up government” and “whole-of-government,” the
https://www.ombo.nsw.gov.au/__data/assets/pdf_file/0004/25375/Complaint-management-framework-June-2015.pdf
Complaint management framework June 2015 i Foreword As recognised in the Australian and New Zealand Standard Guidelines for complaint management in organizations (AS/NZS 10002:2014), everybody has the right to complain. An effective complaint management system enables us to correct errors, identify system improvements
https://www.ombudsman.qld.gov.au/improve-public-administration/public-administration-resources/complaints-management
Complaints management is about resolving individual complaints and identifying opportunities to make systemic improvements. Every organisation that deals with the public will receive complaints. The community expects government organisations to be customer-focused and responsive to complaints.
https://www.vic.gov.au/information-management-whole-victorian-government
The Victorian Government Information Management Policy (policy) will provide a statement of intent and accountability towards the management of the government’s information and data. It will provide a forward vision and the principles that underpin the Information Management Framework and the government’s information management practice.
https://ww2.health.wa.gov.au/Articles/A_E/Complaint-management
Effective complaints management is an important strategy to ensure that services in need of improvement are identified. Consumer feedback assists health services to make changes so that patients do not experience the same problems again or similar problems do not occur with other patients.
https://dpmc.govt.nz/sites/default/files/2017-07/whole-of-government-report-lessons-from-the-canterbury-earthquake-sequence.pdf
In November 2016, I commissioned the Department of the Prime Minister and Cabinet to undertake a review of the published material and put together a report that takes a whole-of-government perspective on the lessons from the Government’s recovery efforts in the Canterbury earthquake disaster.
https://dpmc.govt.nz/publications/whole-government-report-lessons-canterbury-earthquake-sequence
Jul 30, 2017 · Greater Christchurch Group has released its Whole of Government report on the lessons from the Canterbury earthquake sequence. The report is a literature review of the published material related to the recovery from the Canterbury earthquake sequence, and provides a whole of government perspective on the lessons from the Government’s recovery efforts.
https://www.finance.gov.au/government/whole-government-information-communications-technology-services
Whole of Government Information and Communications Technology Services ... Information and Communications Technology Services. Data Carriage. Transmitting data over a dedicated network. GovCMS. Content management and website hosting for government. Government Directory ... Complaints Handling Charter Complaints; Whole of Australian Government ...
https://www.vic.gov.au/information-technology-strategy
The Information Technology Strategy 2016-20 charts government’s direction across 4 priorities: open information - how we manage and make transparent our information and data; efficient digital services; strong modern systems and technology; increased staff capability; Our strategy provides guidance to decision-makers to create. sound policy
https://www.wa.gov.au/organisation/department-of-the-premier-and-cabinet
Whole-of-government priorities What we do We provide quality policy and administrative advice and support to the Premier and Cabinet Ministers, and play a central role in Executive Government functions in Western Australia.
https://www.canada.ca/en/treasury-board-secretariat/services/reporting-government-spending/whole-government-framework.html
The whole-of-government framework maps the financial and non-financial contributions of departments, agencies and Crown corporations that receive appropriations to a set of 16 high-level Government of Canada outcome areas within four Government of Canada spending areas: economic, social, international and government affairs.
https://www.canada.ca/en/treasury-board-secretariat/services/information-technology/strategic-plan-2017-2021.html
By ensuring a strategic, whole-of-government approach to the GC’s information and technology investments, we will drive better service to Canadians, ensure that our networks and information are more secure, and deliver better value for money. We will enable the public service to …
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