Source · Select Committees · Public Accounts Committee
Recommendation 18
18
Inadequate and varied operational capability across government negatively impacts citizens.
Conclusion
Operational capability across government is varied and often lacking in what matters most.32 Weaknesses in operational capability can have real consequences for citizens. For example, where a department lacks the capability to understand and deal with demand, the result is backlogs in government services.33 Where a department does not focus on systematic and continuous improvement, pain points for customers are not identified and addressed.34 Where organisations fail to consider systems as a whole, and work in silos only focusing on their own part of the process, they may just move demand and the cost of dealing with it to another part of government.35