Identify and align outcomes
Think beyond the product or service. Describe the change you want to create for users, and how that change supports strategic goals and policy.
Know the scope
Identify:
- what your team can influence or change
- what is outside your team's control
- key dependencies, constraints and risks
- stakeholders who need to be involved
- decisions that may need approval or escalation.
Scan the environment
Look at existing services, research, policies and initiatives across government and industry. You may be able to learn from and leverage their work.
Consider what similar problems others have already solved, and what evidence, products, platforms or capabilities you may be able to reuse.
Also consider any trends that could affect your work or change user needs over time.
Define success and outcomes
Once you understand the problem, define what success looks like for users. What will be different if the problem is solved? For example, success could be that you've helped motorists know how to save money on fuel.
You should identify specific, measurable outcomes that let you know when you have been successful.
Consider:
- Do the outcomes you have set relate to the problem you have identified?
- Are the objectives for your service consistent with government objectives and policies?
- What data will you collect to ensure you can measure and report on success?
Focus on outcomes to ensure you deliver value to your customers where it counts. This can create positive change for individuals and communities.
NSW Government is committed to adopting an outcomes-focused approach to human services.
The Human Services Outcomes Framework digital guide supports NSW Government teams and NGOs to adopt an outcomes-focused approach to human services to help you plan, deliver and evaluate your service.
Align with strategic priorities
Look beyond the work by describing how your product or service:
- meets relevant department and whole-of-Government strategic goals
- meets relevant policy intent
- connects with other projects or services.
Align your service outcomes with:
- your agency business plan and objectives
- NSW Government Premier priorities
- relevant legislation, policy and regulatory requirements
- digital strategy and customer Commitments
- related programs, proejcts and services.
Speak to your senior leaders about how the work you are doing supports your agency and NSW State objectives.