Department of Building and Housing

Topic : Quality, Connected and Accessible Services for Landlords and Tenants

Goals

• Networked State Services
• Co-ordinated State Agencies
• Accessible State Services
• Trusted State Services

Summary

This case study will focus on the Department of Building and Housing’s Quality, Connected and Accessible Services Project which reviewed and implemented enhancements to the way tenancy services are delivered.

The Quality, Connected and Accessible Service Project aimed to provide improved and accessible information, advice and dispute resolution services to landlords and tenants through:

• enhanced access to internet and telephone based services
• creating more choice for customers about the way they access services and lowering the time and travel costs of their transactions with us
• connecting services to more locations throughout the country
• focusing on early intervention to help landlords and tenants avoid disputes.

The case study will outline the various stages of the project from initial diagnostic work through to implementation, including:

• the strategies that were used to effectively engage with stakeholders
• taking a customer-focussed service delivery approach
• systems that have been implemented to monitor the effectiveness of the changes and ensure continuous improvement.

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