Home > The Values and relations with the Public > Involvement with service delivery

LEVEL OF INVOLVEMENT IN SERVICE DELIVERY

The employee survey found that 57% of APS employees are either directly involved in the delivery of services to the general public or manage employees who do so. This is a four percentage point drop from last year. This decrease is concentrated in small and large agencies. It may reflect, but only in part, the reduced numbers of staff in Centrelink and Customs.

APS 1—6 employees make-up 85% of the total employees that are directly involved in the delivery of services to the public or manage such employees, compared to EL employees (13%) and SES employees (1%). Within the classification ranges, more APS 1—6 employees (62%) are directly involved in the delivery of services to the public or manage such employees than are EL employees (38%) and SES employees (43%). This reflects the higher average classification of employees involved in policy development compared to those involved in program administration. A review of a selection of agencies shows that the average proportion of employees in agencies with a predominant role in service delivery is APS 1—6 employees (85%), EL1—2 employees (14%) and SES employees (1%) compared with agencies with a strong policy development role, APS 1—6 employees (58%), EL1—2 employees (37%) and SES employees (4%). There have been slight drops in the percentage of employees at all classification levels reporting involvement in service delivery since last year.