What providers can expect from the Department provide reasonable notice for providers to Respect and support implement new or amended Guidelines. The Department will: Integrity and accountability respect providers’ role, experience and expertise The Department will: treat each provider with courtesy and observe the Australian Public Service (APS) consideration Code of Conduct and APS Values meet regularly with providers adhere to the Commonwealth adhere to agreed communication Procurement Rules, including on principles protocols with providers of probity and ethical and fair dealings respond to providers’ queries, generally act honestly and in the best interests of within 10 business days the Government, the employment services work with providers to resolve complaints, industry, job seekers and the community disputes or problems, and consider the be accountable for our decisions and perspective of all parties—including actions employers and job seekers—when support providers to comply with their developing resolutions deed requirements by: support providers to implement program streamlining and simplifying Guidelines changes effectively providing timely feedback from contract maintain the National Customer Service monitoring and program assurance Line activities maintain the Employer Hotline to facilitate providers’ information confidentially connections between employers and (subject to relevant deed provisions). providers. Continuous improvement Openness and transparency The Department will: The Department will: work with the industry to promote better be transparent in our business dealings practice and innovation maintain honest and open communication regularly review provider performance and provide consistent, accurate and timely deliver balanced and consistent feedback advice work with providers to help them meet the maintain feedback mechanisms to support needs of employers and industry formal and informal feedback from work with providers to reduce the providers administrative burden of managing and consult providers wherever possible, complying with generally through industry continually develop its contract representatives—including on contract management capability to make sure variations providers receive high quality support.
What providers can expect from the Department Respect and support The Department will: respect providers’ role, experience and expertise treat each provider with courtesy and consideration meet regularly with providers adhere to agreed communication protocols with providers respond to providers’ queries, generally within 10 business days work with providers to resolve complaints, disputes or problems, and consider the perspective of all parties—including employers and job seekers—when developing resolutions support providers to implement program changes effectively maintain the National Customer Service Line maintain the Employer Hotline to facilitate connections between employers and providers. Openness and transparency The Department will: be transparent in our business dealings maintain honest and open communication provide consistent, accurate and timely advice maintain feedback mechanisms to support formal and informal feedback from providers consult providers wherever possible, generally through industry representatives—including on contract variations provide reasonable notice for providers to implement new or amended Guidelines. Integrity and accountability The Department will: observe the Australian Public Service (APS) Code of Conduct and APS Values adhere to the Commonwealth Procurement Rules, including on principles of probity and ethical and fair dealings act honestly and in the best interests of the Government, the employment services industry, job seekers and the community be accountable for our decisions and actions support providers to comply with their deed requirements by: streamlining and simplifying Guidelines providing timely feedback from contract monitoring and program assurance activities providers’ information confidentially (subject to relevant deed provisions). Continuous improvement The Department will: work with the industry to promote better practice and innovation regularly review provider performance and deliver balanced and consistent feedback work with providers to help them meet the needs of employers and industry work with providers to reduce the administrative burden of managing and complying with continually develop its contract management capability to make sure providers receive high quality support.
time_to_work_employment_services_deed_2018-2021.docx