Individuals, families, and groups/communities must be seen as active participants in the design and delivery of service(s) to meet their needs. Every facet of services should directly or indirectly contribute to serving the needs of citizens. Where citizen needs are complex, coordinated case management mechanisms must be in place.
Service delivery is accountable to the person accessing the service(s) to the public and to the government.
Outcome Based Service System
Appropriate services based on a comprehensive assessment of the need of the person/family accessing the delivery system.
Accessible, Coherent, Comprehensive, Responsive. Flexible and Seamless Service Delivery
Easier access for services (any door); extended operating hours; meets both immediate and longer term needs (tailored); maximizes self-service options; regional/community variances recognized.
Commitment To a Shared Vision and Culture
It is recognized that management and staff of each area need to be committed to the vision and principles of coordination and collaboration.
Integration is a Process
It is well recognized that coordination and collaboration require an evolutionary approach. At each stage of the evolution, it is important to introduce change when the conditions are primed to accept them.
Open Two-way Communication and Reciprocal Responsibility
To foster partnerships and collaboration, all parties must understand their respective roles and responsibilities in meeting citizen needs.
Staff that are Valued
An integrated system requires valued staff and a culture, which focuses on performance improvement and employee empowerment, responsibility and well being. Staff requires training, appropriate tools, clear performance expectations, motivation/recognition in order to do their job effectively.
Decentralized and Streamlined Decision Making
Decisions must be made closer to the service recipient(s).
Continuous Quality Improvement and Evaluation
Service organizations must create a positive/dynamic learning environment that values and promotes innovations. Continuous quality improvement initiatives, which include performance indicators, must be embedded in all service activities. Evaluation frameworks must therefore be based on continuous quality improvement strategies and initiatives.