Australians are much more sophisticated consumers of government services than they were only a few decades ago. They are much better educated, much wealthier and benefit not only from a supportive social safety net, but also from the convergence of new administrative law in the 1980s and widespread access to media and information and communication technologies. With this improvement in Australian’s standard of living, our focus has switched from the Government providing the basic fundamentals of health care, shelter and welfare towards the overall quality and standard of government services.

Yet, as we have become wealthier and more sophisticated, we are no happier and we demand more from governments than ever before. The Australian community now expects high quality, seamless, accessible and responsive service delivery … and that’s how it should be!