The Better Service Delivery Program (BSDP) began in July 2001 as an initiative of the Human Services CEO's Forum. The Program was developed to help human service agencies in New South Wales to share information and improve service delivery.

The development phase of the program is now complete and an operational team - the Human Services Network will continue to support the program aims.

Human Services in New South Wales

The human services sector in New South Wales is vast. It consists of numerous government agencies and 5,000 non-government agencies that provide human services across the state.

These agencies offer different kinds of services. They include community welfare organisations, youth centres, aged care facilities, legal centres, medical centres, multi-cultural organisations and many other types of services.

These agencies deliver services in different ways. Many rely on paper-based referral using fax machines. Agencies use different forms and have their own ways of referring clients.

Together, this huge number of agencies makes about six million client referrals every year.

The Human Services Network is helping agencies in New South Wales to coordinate their services and work together more effectively.

A Human Services Website

The Human Services Network (HSNet) is a secure online network for human service agencies.

HSNet was initially developed as an online resource for New South Wales Government staff. The website allowed them to find information about policies and plans and to network with staff in other departments.

The HSNet website was redeveloped and made more interactive. It is available to both government and non-government human service agencies across NSW and is free to join. The website has online resources that help staff in their day-to-day work. It allows staff to access these at any time and to share information with other agencies.

HSNet also serves as a platform for the electronic client referral tools, ServiceLink and ReferralLink. Electronic client referral is a major component in the exchange of information between agencies.

Electronic Client Referral

One of the Human Service Network aims is to provide agencies with a standard way of making referrals. ReferralLink and ServiceLink have been developed in response to the need of agencies to make faster, more accurate referrals.

Non-Government Organisations

The Human Services Network (HSNet) is being implemented across the human services sector – government and non-government in New South Wales. There has been a focus on getting non-government agencies, however small or geographically isolated, involved.

HSNet has sought to actively engage NGOs as a means of improving communication between government and non-government agencies. In particular HSNet aims to make government resources available to NGOs.

Media Campaign

Members of the HSNet team are involved in a media campaign across New South Wales to help promote HSNet among NGOs. The team has used brochures, presentations and a regular eBulletin to help keep agencies informed of developments.

NGO IT Support

Getting NGOs connected to the Internet and upgrading their computer skills has been a major focus.

The Program allocated over $7.5 million to help build the IT capacity of NGOs.

A range of IT packages including new computers and Internet access were provided to many NGOs in NSW in an effort to get them involved. Packages included free computers and 12 months’ free Internet access, using broadband where available.

The Program also provided computer and Internet training to help staff develop their IT skills.

Over 1500 non-government agencies were involved in the Program and over 1400 computers were distributed to around 1200 NGOs including 800 fast Internet connections.