[PR-3] Reliability description Information and information systems are reliable, accurate, relevant and timely. Rationale The take-up and use of lower cost channels will depend on users of government services trusting the ability of the government to provide reliable, accurate, relevant and timely information to consumers. Reliable services that provide consistent outcomes [PR-2] will help to reduce complaints, reviews and appeals from consumers. Implications Agencies will need to deliver information which customers can rely upon. Good processes create good data. Processes will need to be the focus of ongoing continuous improvement (which in turn will improve reliability, accuracy, relevancy and timeliness). The Australian Government will need to provide a trusted service to individuals, businesses and other organisations. The outcome will be a strengthened trust in the Australian Government and its agencies. Agencies will need to devote significantly greater effort towards data quality, business continuity, and business process design to ensure reliable information and information systems. Agencies will also need to devote more effort towards cross-agency collaboration on data and information management. [PR-4] Value description Government business initiatives and investments must represent for money and return a business benefit. Rationale The value and cost of investments need to be measurable in objective terms. A government service that does not have an understood return on investment (ROI) is unlikely to receive the on-going support and commitment that will make it sustainable.
[PR-3] Reliability description Information and information systems are reliable, accurate, relevant and timely. Rationale The take-up and use of lower cost channels will depend on users of government services trusting the ability of the government to provide reliable, accurate, relevant and timely information to consumers. Reliable services that provide consistent outcomes [PR-2] will help to reduce complaints, reviews and appeals from consumers. Implications Agencies will need to deliver information which customers can rely upon. Good processes create good data. Processes will need to be the focus of ongoing continuous improvement (which in turn will improve reliability, accuracy, relevancy and timeliness). The Australian Government will need to provide a trusted service to individuals, businesses and other organisations. The outcome will be a strengthened trust in the Australian Government and its agencies. Agencies will need to devote significantly greater effort towards data quality, business continuity, and business process design to ensure reliable information and information systems. Agencies will also need to devote more effort towards cross-agency collaboration on data and information management. [PR-4] Value description Government business initiatives and investments must represent for money and return a business benefit. Rationale The value and cost of investments need to be measurable in objective terms. A government service that does not have an understood return on investment (ROI) is unlikely to receive the on-going support and commitment that will make it sustainable.
AGA_EA_Principles_-_V1.1_0.docx