1 Who's knocking at the door?
How do you identify who should be getting services but are not?
2 Are doors open for users?
What are the barriers to accessing your services, and how do you know?
3 Are users welcomed?
In what ways is a spirit of service evident when staff engage with users?
4 Facilitating Access
(b) How do you ensure your information is easy to understand and accessible?
(c) What other ways do you tailor your services to target non-users?
(a) How do you promote awareness of your services, including peoples' entitlements and obligations?
(d) If people use a mix of channels or methods to access your services, how do you ensure consistency of information across the channels?
5 No wrong door
(a) What mechanisms do you use to direct people to services appropriate to their needs, either within your agency, or to other organisations?
(b) In what other ways do you collaborate with other organisations around joint clients, including initiatives that enable users to give information only once?
(c) What can be done to overcome barriers to collaboration? (e.g. information sharing around joint clients)
6 Are there opportunities for improvement?
(b) What opportunities are there to share your learnings with other agencies?
(a) What changes have been made to improve service delivery as a result of capturing users' experiences and expectations?
What three things would you do to improve the access to your services?