Proportion of disputes resolved through alternative dispute resolution Number of customers assisted by VCAT’s support services Overall staff satisfaction VCAT staff and members feel supported and valued Our priorities Our priorities align with our vision, values, and goal (see page 1). Contemporary and customer-centric services Embrace innovation and digital technologies to meet contemporary service expectations » Reinvent our digital services to make it easier to do business with us any time, anywhere » Provide simpler, guided interactions across the customer journey » Streamline and modernise our customer service operations » Explore online dispute resolution as a fast and affordable for people to resolve disputes » Enhance digital capability of our hearing rooms to support hearings Inclusive and accessible Make it easier for all Victorians to participate and access justice. » Strengthen our support services for people representing themselves » Deliver services responsive to the community’s diverse needs » Increase community awareness of VCAT’s role and services » Provide easy-to-understand information and communication » Expand compulsory conferences and mediation as the preferred options for resolving disputes » Provide accessible, welcoming and fit-for-purpose venues across Victoria for greater access in regional areas Responsive and collaborative relationships Strengthen relationships with stakeholders and the community we serve » Strengthen our responsiveness to stakeholders for greater service impact » Build positive perceptions of VCAT » Connect with the community in meaningful ways » Support strategic partnerships for service innovation across courts and tribunals » Provide insights to government to enable innovative service responses United leadership and culture Embed the leadership capability and culture needed to drive change » Strengthen VCAT’s leadership capability to lead and manage effectively » Build a united culture to deliver our priorities for the future » Empower the workforce to continuous improvement of our services » Strengthen opportunities for greater collaboration and communication across the organisation » Enhance our governance structures for sustainability and success
Proportion of disputes resolved through alternative dispute resolution Number of customers assisted by VCAT’s support services Overall staff satisfaction VCAT staff and members feel supported and valued Our priorities Our priorities align with our vision, values, and goal (see page 1). Contemporary and customer-centric services Embrace innovation and digital technologies to meet contemporary service expectations » Reinvent our digital services to make it easier to do business with us any time, anywhere » Provide simpler, guided interactions across the customer journey » Streamline and modernise our customer service operations » Explore online dispute resolution as a fast and affordable for people to resolve disputes » Enhance digital capability of our hearing rooms to support hearings Inclusive and accessible Make it easier for all Victorians to participate and access justice. » Strengthen our support services for people representing themselves » Deliver services responsive to the community’s diverse needs » Increase community awareness of VCAT’s role and services » Provide easy-to-understand information and communication » Expand compulsory conferences and mediation as the preferred options for resolving disputes » Provide accessible, welcoming and fit-for-purpose venues across Victoria for greater access in regional areas Responsive and collaborative relationships Strengthen relationships with stakeholders and the community we serve » Strengthen our responsiveness to stakeholders for greater service impact » Build positive perceptions of VCAT » Connect with the community in meaningful ways » Support strategic partnerships for service innovation across courts and tribunals » Provide insights to government to enable innovative service responses United leadership and culture Embed the leadership capability and culture needed to drive change » Strengthen VCAT’s leadership capability to lead and manage effectively » Build a united culture to deliver our priorities for the future » Empower the workforce to continuous improvement of our services » Strengthen opportunities for greater collaboration and communication across the organisation » Enhance our governance structures for sustainability and success
VCAT-Strategic-Plan-ACCESSIBLE.docx