Change@SouthAustralia public sector values and behaviours

Transcription

Change@SouthAustralia public sector values and behaviours
Change@SouthAustralia public sector
values and behaviours engagement
Summary of values conversation
Introduction ...............................................................................................................................................................3
Contributors ..............................................................................................................................................................4
Development of the values and behaviours framework .......................................................................................8
Honesty and integrity ...............................................................................................................................................9
Collaboration ..........................................................................................................................................................10
Trust .........................................................................................................................................................................11
Respect ....................................................................................................................................................................12
Courage ...................................................................................................................................................................13
Ethic of service .......................................................................................................................................................14
Sustainability ..........................................................................................................................................................16
Engagement ............................................................................................................................................................17
Pride .........................................................................................................................................................................19
Tenacity ...................................................................................................................................................................20
Appendix 1: Seven core values proposed by Cabinet and Senior Management Group 5 November 2013 ..23
Appendix 2: Voting outcomes on draft values and behaviours framework to 29 April 2013 ........................24
Summary of values conversation
3
Introduction
Change@SouthAustralia (formerly the Public Sector Renewal Program) was designed to lead a values-based cultural
change program in partnership with agencies and employees across the public sector. A cornerstone of the program has
been the engagement of public sector workers on the delivery of a values and behaviours framework. This in turn will help
to inform agency initiatives aimed at embedding values-based practices consistently.
This document is part of that iterative and on-going conversation with the public sector employees.
Working from the set of seven values Cabinet and Senior Management Council brainstormed in November 2012, around
600 people shared their views and ideas about how we can collectively make the public service as agile, innovative,
unified, collaborative and productive as possible.
Participants have contributed to the framework, giving their time online, at a workshop, or both. At the workshops, they
voted on which values, organisational practices, behaviours and taboos resonated most strongly with them. They
articulated personal and professional experiences and insights in order to share with their peers what they are proud of,
disappointed by, and see as opportunities to put these values into action.
This is a summary of that conversation. The contributors, listed in the front of this document, will see many of their ideas
and comments reflected here. A genuinely co-produced piece of work, it is a testament to the passion, commitment and
professionalism of today’s South Australian public sector.
I want to personally thank all the participants in this process. Your contribution is a clear statement of your belief in the
value of your work, and a positive step towards a more responsive, agile and productive public sector.
Erma Ranieri
Chief Executive, Change@SouthAustralia (Change@SA) Taskforce
Summary of values conversation
4
Contributors
Sophie Adlaf
Kayla Air
John Alderman
Pat Alexander
Jude Allen
Ruth Ambler
Theo Anastasiou
Peter Anderson
Marion Andrew
Caroline Antonino
Alison Auid
Jackie Ayre
Gurdev Bahl
Laura Baker
Kathleen Banas
Lisa Bancroft
Carol Barnes
Heather Barr
Faye Barrett
John Barrett
Mardi Barry
Susan Bates
Brendon Batt
Jo Battersby
Liz Bawden
Michelle Baylis
Andrew Beckmann
Shanan Beesley
Graham Bell
Sarah Bennets
Rita Bennink
Paul Bennison
Kirsty Bevan
Christopher Birtwistle-Smith
Jill Bolzon
Jo Boothey
Anne Bosio
Monica Boulton
Brenden Boyce
Kristine Boyce
Val Braendler
Janet Brain-Hobbs
Jackie Bray
Peter Brennan
Robert Bria
Mary Broadhurst
Cathy Brook
Tricia Brooks
Alysha Brown
Jovanilla Brown
Karen Brown
Richard Brown
Mario Bruno
Lesley Burford
Jamie Burt
Robert Buterin
Daniel Butler
Leena Butler
Peter Butterfield
Wendy Butvila
Trevor Buzzacott
Lisa Campbell
Peter Canty
Rachel Capetanakis
Esther Caprez
Gess Carbone
Nick Carboon
Emily Carey
Carolyn Carwana
Tricia Cash
Belinda Cece
Miranda Chamberlain
Georgina Chandler
Michael Chapman
Robert Chappell
Gary Cherlet
Juanita Chester
Jodie Chetcuti
Chiara Ciui
Tara Clark
Kerry Clifford
Bronte Colagrossi
Pauline Cole
Debra Contala
Ashleigh Coombs
Loretta Corney
Mark Correll
Lynne Cowan
Jane Coward
Lisa Cox
Andrew Craig
Alison Cramond
Nicki Crawford
Angela Crimes
David Cripps
Gemma Cunningham
Sally Cunningham
Andrew Curtis
Sue Czerniak
Kaaren Dahl
Suzanne Dalla Santa
Christopher Dalton
Nicki Dantalis
Stephan Davenport
Judy Davies
Jessica Davis
Raylene Dawson
Abigail Day
Kylie Dayman
Lyn Dean
Brian Dearlove
Lisa Deguglielmo
Michelle Deland
John Denlay
Paula Dickson
Peter Dietman
Spiros Dimas
Sorana Dinmore
Stacey Dix
Megan Dixon
Lucy Dodd
Tracey Dodd
Cheong Doherty
Lucia Doherty
Kate Dooley
Sabina Douglas-Hill
Miriam Doull
Anita Downie
Jason Downs
Gill Duck
Jennifer Dunstan
Robyn Dwight
Sharon Ede
Alyson Edwards
Julie Edwards
Rebecca Edwards
Peter Embling
Wendy Engliss
David Ennis
John Evangelista
Nicole Evans
Summary of values conversation
Teresa Evans
Gail Fairlamb
Rob Faunt
Kristy Ferguson
Isabel Fforde
Christine Fiebig
Chloe Fischer
Bob Fisk
Sam Fletcher
Sarah Fletcher
Cindy Flower
Barbara Foley
Denise Fowles
Michael Fox
Annie Francis
Carolyn Francis
Jane Francis
Anthony Freebairn
Anne French
Madeleine Frost
Simon Froude
Anne Gale
Jackie Gates
Paul Gelston
Fiona Gill
Luisa Girolamo
Toula Glezos
Ania Gorska
Anthony Grantham
Kellie Graves
Maree Greig
Michael Griffiths
Jo-Anne Grigg
Christine Groemer
Antonella Guidoccio
Ramaa Gupta
Deb Guscott
Wendy Hackel
Alana Hale
Arkellah Hall
Chris Hall
Christopher Hamer
James Hamilton
Jessica Hannah
Trish Hansen
Carol Harding
Alan Hartley
Scott Hartwell
Fiona Harvey
Barry Hayden
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Cathy Hayles
Charles Hays
Leeanne Head
Mary-Anne Healy
David Heath
Georgia Heath
Paula Heinrich
Danielle Helbers
Rick Hennig
Lauren Heritage-Brand
Richard Herraman
Philip Hespe
Margaret Hess
Shane Hewish
Hugh Higgins
Kieran Higgins
Michelle Hill
Reginald Hiscock
Mark Hobba
Julie Hockley
Chris Hofmeyer
Philip Hogg
Nada Holicky
Maria Holmes
Peter Horne
Rebecca Hoskin
Marg Howard
Ian Humby
Meredith Hunt
Roger Hunter
Wayne Hunter
Bernadette Hurst
Angela Hutchinson
Fran Hylton
Michelle Ingrames
Adele R Jackson
Terry Jackson
Andrew Jantke
Pat Jarrett
Tammy Joachin
Georgina Johns
Rob Johnson
Ann-Marie Jolley
Alison Jones
Catherine R Jones
Les Jones
Loiza Kallis
Leila Kasprzak
Joe Kavanagh
Daryl Keen
Kevin Kelly
Stephen Kelly
Dana Kerrigan
Zakiuddin Khan
Cara Kilsby
Belinda King
Bryan King
Lachlan Kinnear
Nev Kitchin
Michelle Kneebone
Christine Koch
Bronte Koop
Sophia Kostoff-Kosmas
Lin Krust
Paola Lagos
Rebecca Lang
Deb Langridge
Delfina Lanzilli
Davide Latini
Jann Lawler
Emma Lawson
Robert Lawton
Michael Leane
Selene Lee Fong Yee
Sonny Lee
Abigail Leeuwenburg
Monte Leverington
Barry Lewis
Bianca Lewis
Carolyn Lewis
Dave Lewis
Mark Lewis
Meg Lewis
Wendy Lewis
Matthew Leyson
Helen Lines
Daniela Llamas
Angela Lloyde
Grant Lomman
Javier Lopez
Sue Lorraine
Sandra Lowe
Trevor Luzuk
Jessica Lynch
Brenton MacDonald
Liz Malcolm
Taryn Mangelsdorf
Sonia Mangelsen
Audrey Manion
Tania Mann
Summary of values conversation
Cynthia Manners
Sarah Marano
Tim Mares
Peter Marshall
Gail Martin
Jennifer Martin
Merridie Martin
Sandra Martindale
Christine Martyniuk
Kristy Mason
Tim Materne
Debra Mathew
Chris Matthews
Dennis May
Sally Mays
Karen McAuley
Susan McCormick
Zac McCrindle
Alice McDonald
Joshua McDonnell
Trent McGee
Rebecca McGuire-Johnston
Alwyn Mckenzie
Val McMahon
Trish McMillan
Adam Mellow
Georgia Meneaud
Linda Mernone
Amy Merwarth
Sarah Metcalf
Philip Michael
Susan Miels
Anne Millard
Andy Millazo
Dean Miller
LeeAnn Miller
Angus Mitchell
Tina Moat
Nadia Moffatt
Eunice Monaghan
Creina Montgomerie
Helen Montrose
Charles Moore
Maxine Moran
Steve Moro
Alan Morris
Barry Mortimer
Katherine Mower
Kathryn Mroczek
Pronoma Mukherjee
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Toni Mundy
Jessica Murrell
Siobhan Mutton
Peter Mylius-Clark
Georgina Neill
Cathy Nelson
Belinda Ness
Sally Niehuus
Krystal-Lee Nixon
Angela Noack
Kate North
Peter O'Dea
Meghan Oldfield
Paul O'Loughlin
Phil O'Loughlin
Jessica O’Reilly
Renae Ormsby
Ilus Osborne
Lindsay Oxlad
Danni Padrevita
Teresa Panetta
Nicole Panuccio
Tasoula Paradissas
Colleen Parkinson
Arisara Patthum
Ann-Marie Pawlowski
Brett Pendlebury
Janelle Pennino
Karyn Perry
Mark Perry
Sarah Persse
Claire Petersen)
Tony Petrie
Michelle Phillips
Christina Phung
Denise Picton
Lisa Pigliafiori
Gary Pike
Christy Pirone
Hannah Pitcher
Sharon Platt
Anna Pope
Ann-Marie Porter
Barbara Power
Steve Power
Tia Poynter
Angela Pringle
Yllana Prosser
Lynette Pugh
Belinda Radcliffe
Uttara Ramakrishnan
Kim Ramsay
Erma Ranieri
Chris Rawlinson
Patricia Ray
PaulReardon
Kathryn Reed
Nicola Reese
Helen Rehn
Janet Reid
Victor Rigney
Jacqueline Riviere
Rosalba Rivis
Kristina Roberts
Patrick Robinson
Rob Robinson
Susie Rodeghiero-Smith
Rachel Rogers
Sharon Rose
Justin Ross
Michelle Ross
Rob Royal
Carlene Russell
Darren Russell
Cathy Rutjens
Jo Saies
Leanne J Sanders
Michyla Saunders
Carol Saville
Kristy Schirmer
Anne Seery
Helen Sergi
Andrew Seward
Adrian Shackley
Ajay Kumar Shah
Christopher Shakes
Andrew Shaw
Darian Shephard-Bayly
Tian Shi
Heidi Silverston
Christopher Smith
Darren Smith
Grace Smith
Heather Smith
Nancy Smith
Prue Smith
Stephen Smith
Yvonne Smith
Greg Smith
Gordana Smoljan
Summary of values conversation
Grant Smyth
Kris Spyrou
Debbie Squire
Jennifer St Jack
Kate Stephens
Craig Stevens
Melissa Stokes
Nicola Stratford
Jorg Strobel
Kristy Stupple
Burcu Subasi
Kelli Sullivan
Paul Summerton
Jo Sutherland-Shaw
Vanessa Swan
Jason Sym Choon
Rob Taverner
Glenys Thompson
Helen Thompson
Amanda Thomson
Heather Thomson
Robert Thorburn
Janet Tieste
Damon Toivonen
Margaret Tonkin
Suzanna Toogood
Peta Towner
Hang Tran
Hiroshi Tsunoda
Fran Turner
Lisa Twelftree
Kate Van Schaik
Rick Van Den Berg
Claire Vandenbergh
Sonya Vandergoot
Suzie Vari
Vince Varricchio
Tom Vartzokas
Emma Vasey
Bettina Venner
Steve Venning-Smith
Linda Ventura
Clare Venturi
Steve Vicino
Catherine Viney
Samantha Vodic
Cuong Vu
Lucy Wade
Keryn Waldron
Garrie Walker
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Kate Walker
Kirstie Walkley
Mandy Wallace
Frank Walsh
Fiona Ward
Elizabeth Warhurst
Stephanie Wasley
Malinda Watson
Amanda Watson-Tran
Maree Wauchope
David Wearing
Wendy Webb
Julie Wedderburn
Vicky Welgraven
Tamara Wenham
Mercedes Whibley
Cecilia White
Nina White
Jason Whiteley
Lee Willcock
Paul Willey
Julie Williams
Mark Williams
Annemarie Williamson
Brian Wilmshurst
Tim J Wilson
Heather Woods
John Woodward
Richard Wundke
Vanessa Wyrley-Birch
Hwee Ling Yeo
Lynn Young
Racheal Young
Libby Zada
Kathryn Zeitz
Summary of values conversation
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Development of the values and behaviours framework
The identification and embedding of values is critical to better service delivery in the twenty first century, an imperative for
the public sector. A shared view of values and behaviours fosters a high performing organisational culture, centred on
performance excellence. This in turn translates into more responsive and citizen centric service delivery and higher
productivity.
The values and behaviours engagement strategy involved public sector employees in a sector wide conversation about
how they can embody values through their work and as such respond to citizen needs more effectively.
Working from the initial seven core values drafted by Cabinet and the Senior Management Council in November 2012
(Appendix 1), Change@SouthAustralia sought online feedback from public sector employees between 6 February and 1
March 2013.
This process generated an additional three values (collaboration, engagement, and sustainability) and one amended
value (“honesty” became “honesty & integrity”), along with supporting operational practices, behaviours and taboos. The
contextual commentary informed the revised framework, which comprised:
 Values – statements of what we consider important.
 Descriptions - what the values and behaviours mean to the public sector.
 Organisational practices – what everyone in the public sector can expect.
 Behaviours – actions that can make us successful, and
 Taboos – actions that limit success.
The revised framework informed 10 workshops from early March to the end of April, attended by over 530 public sector
employees. Producing several hundred comments reflecting individual and collective experiences, challenges and
aspirations, the workshops provided an opportunity to explore how and why the public sector wishes to become a more
values-based entity.
At the conclusion of the workshops, honesty and integrity and collaboration remained the most highly rated by
contributors. Other values ranked in the top five were courage, trust and respect (Appendix 2).
This paper summarises the conversation for each value and its operational practices (OP), behaviours (B) and taboos (T).
Themes and concepts strongly supported by the contributors are noted. In some instances, the contributions have been
edited for clarity.
The paper also highlights ideas for putting the values into action. These opportunities are intra- or inter-agency initiatives
aimed at driving change and embedding values in tangible and practical ways.
We are seeking your feedback on whether the summary reflects the values conversation as you experienced it, and that it
covers the important issues. Feedback may be emailed to [email protected] until 30 June 2013. Completion of the
summary document will close off the first stage of the values and behaviours engagement process and kick off the next
stage, the development of the values model.
Summary of values conversation
9
Honesty and integrity
We value honesty and integrity in all that we do and say.
We act truthfully, consistently and with fairness in our transactions with citizens, customers and each other. We
hold ourselves and each other accountable for our behaviour.
“Encourage integrity to own our own behaviours and mistakes as individuals and as a team – to have open and honest
conversations about how to improve (i.e. communications or services).”
Honest and Integrity was the most highly and consistently ranked value. It elicited significant commentary about the
importance of being honest with oneself, with others, and acting in a transparent and authentic way.
This value translated into an expectation that all levels of the public sector and Government will model honest practices,
be transparent in their actions and hold others accountable as they hold themselves accountable for appropriate and
constructive behaviour.
Voting demonstrated strong support for actively managing good and poor performance, in the proposed operational
practices (OP), behaviours (B) and taboos (T). The most highly rated elements in order were:
 Actively dealing with unacceptable behaviour as it reduces the effectiveness of our workforce (OP)
 Not tolerating people who undermine or bully others (B)
 Not dealing with people who do not perform (T)
Many comments noted unhelpful or draining performance management practices and systems that made dealing with
poor performance “an exhaustive process that many see as too difficult.” Consistent, clear and open processes that were
visible and understood by all participants were cited as broadly missing in performance management systems.
Contributors noted that a productive and constructive performance management system would include proactive
organisational support, focused skills development on managing difficult issues, and a genuine commitment by senior
managers to help all levels manage poor performance impacts. “Active, increased support for those managing poor
performance” was seen as key to managing difficult issues successfully.
Performance management should also focus on “getting the best out of someone and understanding why it isn’t working”
and noting that “sometimes what is perceived as ‘bad behaviour’ or ‘lack of care’ may be due to a lack of skills or training
to do the job to the best of a person’s ability.’’ Clearly articulated performance targets and expectations for all staff greatly
assist performance conversations, as evidenced by best practice performance management approaches.
Opportunities arising from this conversation included a significant project whereby agencies would develop or refine their
values-aligned performance management systems, trial new practices with a view to showcasing best practice
methodology across the public sector. Raising the visibility of successful approaches would enable them to be modelled
in other agencies and provide examples of workable practices.
There were a number of notes regarding the overlap between honesty and integrity with trust and respect, particularly in
terms of performance management needs and managing bullying and harassment. In the interests of clarity, it is
recommended that performance management related practices, behaviours and taboos be aligned with honesty and
integrity and those activities related to bullying and harassment be aligned with respect.
Summary of values conversation
10
Collaboration
We value collaboration with each other as a means to achieve our best and most innovative results.
We construct solutions together; we are one public sector and work together as such.
“I’d like more examples of behaviours that achieve collaboration – most people understand the negatives of silos, but
want to learn ways of collaborating effectively and efficiently.”
The second most highly ranked value, collaboration, was suggested during the initial online consultation stage and
received very strong support from workshop contributors. At its most basic, collaboration starts with good communication
and respect for contributions.
The organisational practices (OP), behaviours (B) and taboos (T) receiving most votes for this value were:
 Core willingness and drive to collaborate with stakeholders, customers and colleagues (OP)
 Innovation and leadership in advancing new ways of working is rewarded (B)
 Silos continue to win the day (T)
Collaboration was seen as a practical and effective mechanism to counteract silos, which consistently ranked as a highly
undesirable taboo. Contributors queried “are there organisations that demonstrate (collaboration) – successful in working
across or reducing silos? If so, please promote, communicate, (and) model them. I work in an organisation which
professes this, yet remains impossible to navigate, confounded by politics (and) lack of leadership.”
Noting collaboration as “a common sense whole of government approach”, contributors cited information sharing and
working together cooperatively from an early stage as positive examples of collaborative efforts. Reduced duplication of
effort, reduced wastage of resources and a better fit between project objectives and desired outcomes were cited as
benefits. By its nature, collaboration encouraged “rigorous debate”, and should “make use of staff experience and
knowledge at all levels regardless of ‘hierarchy’ and fear of ‘losing power.’”
Collaboration was seen as a trigger for innovation and better customer service design, but needed time to occur. They
supported “generosity with our own resources when supporting the work of other agencies (and) seeking alignment
between policy agendas.”
Values in action suggestions include creating a “greater ease of communication and cooperation between government
agencies through information being more readily available and advertised in an easy to find guide.”
Tools and templates, such as COAG’s National Collaboration Framework, may offer assistance to kick off collaborative
efforts, supported by case studies where agencies have actively focused on collaboration as a means to improve
productivity and service outcomes. Running “problems solutions workshops across government agencies” would help
provide an outside-in view of issues. “Public reward and recognition for cross & intra agency initiatives that are
collaboration based” would also build support for this value as would explicitly “reporting on collaborative initiatives.”
The close relationship between collaboration and engagement was noted, with some contributors articulating that
collaboration occurs between stakeholders and partners, while engagement occurs with the citizens and customers.
Combining these values into one value was suggested, but it is recommended that these values remain separate to
emphasise the importance of each within the engagement and improvement value chain.
Summary of values conversation
11
Trust
We value trust in each other’s ability to deliver the right results and do what is right.
We trust in our collective and individual expertise to problem-solve quickly and effectively, and manage risk
appropriately. We trust each other to take personal accountability for the decisions we make and actions we
take. Our organisations recognise and reward self-initiative.
“To me trust is the cornerstone of values. Trust allows empowerment, limits micro-management and provides a
supportive culture.”
Participants expanded the original draft value to include the concepts of trusting the innate knowledge of customers in
knowing what they need, taking personal accountability for the outcomes of our actions and seeking a consistent
application of rules and expectations across all levels of the public sector.
Voting for the organisational practices (OP), behaviours (B) and taboos (T) focused on:
 Personal accountability is interwoven into the performance management framework at all levels (OP).
 Behaviours are modelled at all levels of the organisations (B).
 Allowing risk aversion in the face of common sense (T).
Contributors emphasised that “trust is more than problem-solving; people feel empowered, have permission, supported
etc.” While trust was essential to implementing a “process that enables high quality decision making” contributors noted
that “rules are part of this, but not the focus.” Trust included recognising “the skills and abilities of our public service
employees rather than seeking external expertise or consultants.”
Acknowledging that ineffective controls inhibit trust, contributors counselled to “administer controls by understanding their
intent, not the ‘black letter law’ (policy direction) – inform staff about ‘why.’”
While some contributors challenged the concept of eliminating rules and controls which cause employees to feel
distrusted - “I see no point to this! Staff need reasonable rules, expectations etc. to make sure performance has a
measure” – other contributors supported allowing “a risk taking behaviour by creating a risk management culture/
approach.” A number of contributors noted that risk aversion was “more often than not an excuse (not to) change” and
that “we must address this risk aversion culture!” linking it to a lack of innovation.
Central to achieving a trust-based culture was developing a clearly articulated and pragmatic risk management approach
wherein a less risk adverse environment with functioning controls would “assume commitment and allow individuality in its
development.” Contributors stressed that not providing the appropriate levels of delegations or “paying lip service to
delegated authority… fiscal constraints are no excuse” were examples of mechanisms that undermine staff confidence,
as was “finger-pointing and blaming.” The perceived lack of clarity around risk meant that “calculated risk taking is not
recognised or rewarded.”
Suggested opportunities arising from the conversation included profiling a public sector organisation that has transitioned
from a risk adverse model to one with a less rigid hierarchy and more shared decision making. Evidencing the benefits
and innovations of such a model, in particular where staff skills and experience were aligned and progressed with
appropriate delegations, would help other parts of the public sector to trial more risk responsive and trust-based
initiatives.
Summary of values conversation
12
Respect
We value respect for the individual, their unique gifts, and their contribution.
We respect the value of people and the contribution that their diverse perspective and experience brings to our
work. We bring out the best in people through good leadership, good people management and making the wellbeing of all staff a priority. Respect for each other extends to the citizens of South Australia.
“Respect is a critical building block for the public sector, society, teams and organisations. If we can’t respect each other,
we will not be able to collaborate, build partnerships, trust and engage constructively.”
The conversation around respect, and the importance of this value in every aspect of public service, was significant. In
the main, contributors believed a respectful working environment should not be dependent on where a person sits in an
organisation and respect should be extended to all levels. Respect was manifested as “work life balance for all
employees,” “due process and natural justice and fair treatment,” “recognising good performance,” and an active
acknowledgement that “the people (workforce) are the greatest asset to the (public sector) – without it, nothing would
function.”
Votes strongly endorsed the following organisational practices (OP), behaviours (B) and taboos (T) for this value:
 Bringing out the best in people through good leadership, good people management and making the well-being of
all staff a priority (OP).
 Have respect for the individuals around you and the different views they may have (B).
 Discrimination based on race/gender/ethnicity or age (T).
There was a perception in all the workshops that a rigid view of hierarchy stifles contributions by staff employed at lower
classifications. Comments iterated that “leadership can come from anywhere – more brains, more engagement –
encourages innovation.” Contributors advocated the need to “open minds of managers and leadership to the unique
contributions and vast experience of staff, no matter where they are in the system.” This approach included strong
support for leadership development at all levels as “competent and respectful leadership at all levels within the
organisation (is) critical to a respectful culture.”
Good leadership meant “listening to the individual ideas or concerns and how those can be developed into opportunities
or reducing risks.” As one participant noted “where is the commitment to consult before a policy decision from central
office is made? The current approach (notification after the fact) doesn’t respect or value our work.”
Importantly, while the value is described in terms of public sector employees and their relationships with each other, many
comments supported the need for “mutual respect between the (public sector) and the community”, including “respecting
the fact we spend tax payers’ (dollars).” The underpinning rationale was that “respect for our customers (and) citizens
should be at the centre of our services.”
Similarly, a number of comments across all workshops indicated the “need for government to publicly support the public
sector (respect) in the face of political and public criticism.”
Suggested opportunities arising from the conversation included “better utilisation of skills registers” as a means to
promote and support development options such as “rotational opportunities for administrative staff within agencies.”
There was support for expanding the categories listed under the taboo regarding discrimination to reflect the Universal
Declaration of Human Rights (http://www.un.org/en/documents/udhr/index.shtml)
Summary of values conversation
13
Courage
We value courage in our ideas, thoughts and actions.
We are willing to make hard decisions and to have difficult conversations. We embrace transparency, support
calculated risk taking and reward experimentation with new ideas.
“Hard decisions are not so hard when driven by value(s).”
Much of the commentary for courage focused on practical suggestions on how to support courageous decision making in
the public sector, and how to better manage those issues where difficult decisions were most challenging. Personal and
organisational courage are both required to “challenge the way things are currently done.”
Strongly endorsed organisational practices (OP), behaviours (B) and taboos (T) for courage were:
 Create a culture that embraces and rewards innovation and creativity (OP).
 Willingness to make hard decisions and have difficult conversations (B).
 Not confronting poor performance (T).
While some contributors noted “a decision is only hard if not based on all the facts needed and is not aligned with goals
and outcomes”, there was significant support in all workshops for transitioning to a culture less fearful of failure. This
belief was summarised as “moving from a fail-safe culture to a safe to fail culture.”
Required at the individual and organisational levels, public sector employees must have the “courage to admit your
mistakes no matter who you are or what level”, while organisations must also “articulate their risk tolerance approach
clearly” and have a “no blame culture.” Creation of “a culture where safe risk taking is encouraged and learnings come
from failure” was seen as paramount to reducing the significant impacts that risk aversion places on success and
innovation. Innovation was stifled by “obsessive rule following with no rationale” and “because existing processes make it
(new ideas) too hard.” Conversely, a safe risk taking culture encouraged calculated risks and “decisions are transparent
and evidenced based.” This needed to be supported by a commitment to have “the courage to take responsibility early for
failures and put fixes in place.”
Successful teams and organisations displayed “courage (which) is supported by the right tools – confidence in
understanding what your values are and how they relate to the organisations. This should not be assumed knowledge.”
Leadership played a critical role in supporting courage, innovation and change. Contributors believed that being able to
“effectively engage frontline workers in the issue and solution finding” would help create a positive risk management
environment, as would “more encouragement of those who do the right thing and set good examples.”
Effective and timely performance management systems supporting difficult decisions were flagged as a must have to
support embedding courage. Likewise, visible support for people progressing through performance management was
essential as “when continued poor performance is not handled, it is seen by the rest of the workforce as … being
rewarded (because) they lose nothing”.
Noting some contributors were seeking evidence of “what does a culture that embraces and rewards innovation and
creativity look like? How will we recognise and progress others’ ideas?” a values in action opportunity suggestion included
profiling initiatives where risk taking has been successful, with particular attention to the roles played by all levels of staff
involved in the process.
Summary of values conversation
14
Ethic of service
Service is at the centre of all we do.
“Ethic in service should be designed around the citizen-centric service delivery and the value of service has to be
embedded in the culture to make sure every public servant feels accountable for the same.”
While not ranked in the top five values, the ethic of service generated substantial commentary regarding the role of the
customer in defining a service or product in terms of their needs and expectations and how this could be accomplished.
Voting for this value’s organisational practices (OP), behaviours (B) and taboos (T) focused on:
 Transparent and accountable decision-making (OP)
 Willingness to “go the extra mile” so as to deliver better outcomes (B)
 “I don’t care” attitude (T)
The challenges of meeting customer expectations elicited comments around the benefits of more open and honest
communications between providers and customers: “we need to be clear about the services we can and can’t provide –
be transparent” and “reverse needs (and) expectations – not sure services should be defined by citizen’s expectations. If
we simply do this then we may always fail, as citizens’ expectations are at times unrealistic.” Contributors stressed the
importance of being clear about “our limitations without creating false or unachievable expectations.”
There was additional commentary on the need to value and respect internal as well as external customers, so that
“internal service is always expressed in terms of external service outcome.” Interestingly, the most supported workshop
comment recorded against the taboo of not valuing internal customer service was “The ‘it’s not in my job description’
attitude.”
Ideas on creating a more citizen centric environment ranged from “empowering staff to make decisions closer to the
customer” through to “why not allow citizens to help design the service? After all, it is for them.” The idea of co-design or
co-production with customers and citizens triggered support in all workshops: “(Times 2 support) for co-creation in
identifying what those needs will be.”
These comments reflected a wide spectrum of organisational maturity regarding an outside-in view of service design and
delivery, offering important values in action opportunities. At the minimum, contributors indicated it would be “good for
each agency to further define what services they are trying to achieve under this over-arching value” and that we should
seek “commitment to service at all levels of the organisation – from service providers to (execs).” Contributors
questioned how best to “balance regulatory (or) enforcement roles with service goals,” but noted the public sector need to
acknowledge “that our customers don’t know what they don’t know and being conscious of this in our interactions with
them.”
Some contributors were challenged by the concept of ‘willingness to go the extra mile’ noting “going the extra mile is
difficult to gauge. A clear ‘standard’ for each job should be described. Management can demand more and more of staff
with ‘extra mile.’” While noting ‘extra mile’ can be described as discretionary effort where there is no obligation to give, the
idea of more consistent service standards across the public sector, regardless of working environment, was seen as an
opportunity for further consideration. This approach is evidenced by contributors who supported “taking responsibility for
issues you see in the field even if it’s not your department’s responsibility – if a site is unsafe and the public is at risk – DO
SOMETHING.”
Summary of values conversation
15
Opportunities included undertaking a significant co-design service delivery project with a customer group and profiling the
process and outcomes in a case study. The development of common service standards for the public sector was seen as
a means to activate the value of service in day-to-day work.
Summary of values conversation
16
Sustainability
We value sustainability as a means to provide for all over the longer term
We use human, environmental, financial and intellectual resources in a considered way, having regard to the
needs of future generations.
“I think human nature makes it easy to focus on the short-terms benefits of something. It takes some courage (and)
discipline to equally weigh the long term benefits (and) cost, and have a value for sustainability helps give us that focus.”
The sustainability conversation presented contributors with an opportunity to expand the original online offering that
focused on natural resources. This refinement recognised that decision making needed to also consider “balancing the
environment, resource and social issues – balancing tensions at all stages.” A key consideration evidenced by
contributors focused on “working efficiently to give the best service we can with the resources we have.”
The organisational practice that received most votes centred on decision making, with equal weight needing to be given
to both short term gains and longer term benefits and costs. This concept informed the heart of the sustainability
discussion. Comments indicated that the public sector needed a longer term view approach to planning and
implementation, as “some works, particularly collaborative effort and prevention strategies cannot be measured in the
short term – prevention is very long term.” Contributors noted that “we need to find a way to work with the long term, often
intangible ‘value’ not just ‘short-term’ costs and benefits.” Contributors cited challenges to embedding the longer view as it
is “at odds with the budget cycle – use it or lose it” and strategically “there is tension between long term thinking and
election cycles”.
However, contributors noted sustainability was “not always about consuming less. It’s most about best practice to
maximise and better shape the resource we do have” and challenged the sector to “cut waste - not people & programs –
of energy, water, materials, human potential.” This positive impact extended beyond the immediate public sector too: “we
impact on the SA community through the services we deliver. We are 12% of the workforce and our actions matter – be
environmentally conscious and socially responsible.”
While some contributors didn’t “feel this is a value that would be a core value to be presented at the whole of (public
sector) level”, others called out the “It’s not core business” attitude” that stifled innovation in this arena. The drive for
“making cuts for the sake of making cuts and wasting elsewhere” was seen as evidence of taboo behaviour and
counterproductive.
Opportunities included undertaking improved resource management options such as committing to better “operational
processes that help our staff provide consistent and competent services” with attention to “maintaining healthy workloads
(and) environments”.
Summary of values conversation
17
Engagement
We value engagement with the community and business to create a better place to live and work for South
Australians.
1
We aim to bring the voice of communities and stakeholders into the decision making which is relevant to them.
“Not a value itself – it’s the cornerstone of everything we do.”
The third of the new values suggested online permitted contributors to confirm their commitment to having “more effective
means of finding out what the customer actually wants” and ensuring that “we seek out ways to bring the community into
the decision-making.” As one participant noted, “to create a better society, the (public sector) has to have an ‘outward-in’
approach where information will also be drawn from the citizens out there to understand their expectations.”
Voting for this value’s organisational practices (OP), behaviours (B) and taboos (T) centred on:
 Community partnerships are encouraged and the service design is open to external experience (OP)
 Decision-making is open to input (B)
 We assume we know and understand what the citizen and business want (T)
At a minimum, “engagement creates opportunities for different views to be heard, creating a ‘vibrant’ city and community.
It also ensures service delivery remains relevant to the people receiving it.” Comments indicated a desire for greater coproduction with the community, with some contributors advocating engagement as “not just limited to decision making –
could include policy (and) program development, implementation and evaluation.” Others noted that the sector could
“work in partnership with stakeholders to build their (commitment) to and capacity with engagement with the community –
a facilitation role” and that the benefits of better engagement with the community included a process to “encourage (and)
develop community ownership of policies (and) practices”.
Barriers cited by contributors to “meaningful, authentic & appropriate engagement” included the perception that
“consultation = weakness = exposed to questions” and decision-making needed to be “open to change (not just
consulting for validation).” Other less constructive current practices included having “policy decisions drive decision
making without engaging customers” and trying to “drive customer expectations based on what we are resourced to do.”
Contributors noted issues to meaningful engagement such as “tokenistic consultation when projects have already
commenced” as well as “mis-management of public expectations in consultation processes – be honest if input is not
likely to impact,” devalued efforts in the engagement arena.
While some contributors felt engagement was “time consuming and can be expensive processes – can create unrealistic
expectations,” there was significant support for engagement and recognition of benefits in terms of better citizen
outcomes. Noting that “engagement shouldn’t just focus on the community – engaging other departments, employees
also will contribute to community engagement,” early and fulsome consultation with colleagues would “avoid doing work
that has already been done in other depts...etc.”
Opportunities exist to engage with the community more demonstratively in “not just decision making, but co-production,
co-creation, ethnography, design” would provide the public sector with valuable intelligence into the communities needs
1
Better Together: Principles of Engagement - a foundation for engagement in the South Australian government, p 8. In
this context, community is described as individuals and groups of people not part of an organised structure. Stakeholders
are defined as people who are organised under the banner of a defined group or organisation, often providing
representation to a broader group.
Summary of values conversation
18
and assist in creating a better fit with outcomes. Suggestions around wider use of the “Better Together” strategy across
government, and how it would assist agencies “engage in targeted consultation with the community in the development of
project scope(s) and objective(s)” were supported.
Summary of values conversation
19
Pride
We value and take pride in our professionalism.
We are proud public sector employees. We serve the community of South Australia and the Government to the
best of our abilities and in the best interests of the community. We are responsive, skilled, flexible and
adaptable.
“Definitely a perception about public service that is at odds with ‘pride.’ Really need to address this.”
Commentary on the value of pride focused on whether it was pride that the public sector valued or its professionalism:
“should be ‘we value excellence and professionalism’. The challenge for contributors appeared not that they weren’t
proud of their role and contribution, but of how to express this value in a way that reflected “contemporary practice.
Responsive to community, skilled and flexible (or) adaptable > informed”.
Feedback in the organisational practices (OP), behaviours (B) and taboos (T) endorsed supporting efforts to make the
most of people and their contributions to better service:
 Active support for staff to realise their individual and collective potential (OP).
 Finding new ways to do things better for our colleagues and customers (B).
 Providing poor service to customers and citizens (B).
Professionalism included constructive internal relationships so that employees were “being positive about our work when
speaking with others” and noting that “criticism between agencies is destructive and demoralising to staff who witness it.”
One person shared “I receive unconstructive feedback from senior management about things out of my control. This
breeds risk aversion and doing the bare minimum as to avoid attention (and) criticism. This is not a rewarding workplace.”
Contributors were also seeking guidance on “how do we generate pride by the community in its public service? I am a
proud public servant, but often public servants are not valued by the public.” The government view and media depiction of
the public sector challenged some contributors, who asked “how do we improve the recognition of the public sector by the
media?” and noted there is a “need for government to articulate its policies for the public sector and the role played.”
Collectively, the sector needs to recognise failure “as an opportunity to grow and learn without blame.”
In terms of building and improving the professionalism of the sector, contributors noted that “a performance management
or rewards approach that recognises excellence and professionalism, but ‘pulls’ up (below-par) service and behaviour”
was required. Others supported “helping my peers to be the best they can be” as a mechanism to improving the lot of
South Australians.
Suggestions included “offering opportunities for people to undertake resilience training” and to better assist the public,
“we need to ask for feedback on the service we provide – it’s the only way to improve it.” More actively promoting good
news and innovation examples from across the sector would help to build confidence as would ideas that “celebrate and
acknowledge good (or) best practice”. Contributors believed this would actively counter “negative images (and) stories
with positive stories.” Community feedback or stories on service improvement initiatives would also assist in profile
raising.
Summary of values conversation
20
Tenacity
We value tenacity in achieving our vision and goals.
We are resilient and sustain our commitment. We have a bias for action, persevering and working with each
other to achieve our goals.
“Not sure tenacity is the right word, but I like the idea of having a bias for action.”
Tenacity consistently ranked lower with contributors, with comments reflecting a level of discomfort with the word and
perception around its meaning. Examples included “perhaps ‘resolve’ would be a better term”, “Is tenacity the right word?
Perseverance? Resilience?” and “need to quantify tenacity to be clear it’s about sticking to purpose and being informed
about purposes as well as ensuring staff are informed about purpose (and) work.”
The organisational practices (OP), behaviours (B) and taboos (T) that received most votes for this value were:
 Demonstrating leadership in advancing new ways of thinking (OP)
 Minimising unnecessary bureaucracy and being flexible in how we problem solve (B)
 Giving up in the face of difficulty (T)
Contributors backed trying to find new and alternative ways to achieve positive outcomes. This included suggesting
innovative values in action projects such as “dynamic teams are formed for problem and issue solutions” as well as
mechanisms such as “sharing ideas etc. eliminate duplication” and having “a part of weekly meetings – flow info up and
down the management levels.” Noting that open communication was essential, contributors also flagged that “we need
more than forums to invite and facilitate a flow of ideas – we need a framework for those ideas to then be enacted,
evaluated, implemented and acknowledged.”
Recognition of operational constraints as barriers to tenacity were also cited, with contributors reflecting on open door
policies that were “a great concept yet it seems managers are too busy managing up to have quality time for managing
down – so their listening and retention of info is poor.” Line managers suffered by “not being across organisational
priorities AND not being able to convey them.” Similarly, building team resilience to draw on when barriers arise
encompasses “being open about what the real barriers are” and ensuring “organisations are clear about procedures to
rectify matters.”
While acknowledging the need to persevere, points were also made that the sector “still need to recognise timeliness –
sometimes a project or idea is better off waiting for the right time” and that “persevering with an agenda that doesn’t
necessarily match whole of government’s (agenda)” was counterproductive. Similarly, “sometimes it’s okay to stop – need
to recognise when it’s not the (right) time.”
Once again, leadership was highlighted as an essential element for driving change as were “sound communication
practices (and) systems in place enabling engagement.” Tenacious leadership traits included “being innovative with
workplace culture design and management. Increased satisfaction = increased productivity.” Organisations needed “a
greater willingness to invest in the health and well-being of staff to increase resilience and strengthen the ‘tenacity’ of the
workforce.”
Opportunities included “work on how all systems add value to clients (and) customers and how they limit access” as a
means to minimise unnecessary bureaucracy and create more flexibility in problem-solving.” This behaviour was one of
the most highly supported concepts in all workshops, and signals a commitment to streamlining processes. “Listening to
Summary of values conversation
ideas from all levels & even external to the organisation” would assist in this aim of reducing red-tape, as would
challenging “convention by asking ‘why’” and using “SMART behaviours.”
21
Summary of values conversation
22
Conclusion
The values engagement has not immediately revealed which values, if any, should be pruned from the draft framework.
The relationship between the values is complex and each brings a specific quality to the public sector’s ethos. While there
is overlap in some operational practices, behaviours and taboos, the values themselves form a complete story about how
the public sector wishes to work.
Articulating the narrative of how the individual values interact with one another – for example how honesty and integrity
influences trust which in turn influences respect – will be the focus of the next stage of the engagement strategy.
Participants in the engagement strategy thus far will be contacted and encouraged to continue their involvement through
this and subsequent phases.
Public sector employees who were not involved in the online or face to face engagement initiatives are encouraged to
register for future opportunities at [email protected] or by calling 8303 2183.
Summary of values conversation
23
Appendix 1: Seven core values proposed by Cabinet
and Senior Management Group 5 November 2013
Values
1. We value the ethic
of service to advance
the lives of all South
Australians
Organisation Practices
Individual Behaviours
Taboos



Willingness to “go the
extra mile” so as to
deliver better outcomes
Tailoring solutions to
individual/community
Listening for
understanding
Sense of ownership for
property and resources


2. We value respect
for the individual for
their unique gifts and
their contribution
Public services are person
centred and responsive to
diversity
Transparent and accountable
decision making
Forums for regular feedback
from team members and
stakeholders
Growth opportunities based
on capability and merit
3. We value trust in
each other’s ability to
deliver the results and
do what is right


Open to others ideas and
points of view
Giving objective and clear
feedback to others

4. We value honesty
in all that we do and
say

Eliminate rules and controls
which cause employees to
feel distrusted
All work up to the level of
trust placed in them, not
down to the level of controls
Values and behaviours
embedded in Code of Ethics
Organization-wide
communication on priorities,
performance and results

5. We value tenacity
which fuels our vision
and goals


6. We value pride in
excellence and
professionalism

Destructive criticism
Not respecting other
people’s work

Self-story on the personal
contribution to the
wellbeing of SA citizens
Excitement about coming
to work
Demonstrate the highest
levels of resilience
Willingness to make hard
decisions


7. We value courage
in our ideas, thoughts
and actions
Open door policies to allow
discussion
Forums to invite and facilitate
flow of ideas from other
levels of Public Sector
Clear articulation of value to
South Australia
Recognition and reward
system for high value
delivery
Recognition of those who go
beyond the rules and do the
right thing
Guiding principles rather than
governing rules.
Full and accurate
disclosure without
prompting
Talk directly to those
concerned about any
subject or matter of
concern
Finding multiple ways to
give results
Recognition of individual
effort

Valuing business as
usual over innovation
and bold action
Not speaking up in
meetings and
designated forums























Have your say at: http://saplan.org.au/yoursay or Twitter @PSRP_ChangeSA




“I don’t Care” attitude
Pursuing personal
success at the
expense of team or
organization goals
Discrimination based
on race/gender
/ethnicity or age
Ignoring the
policy/priorities of the
government in office
Sharing confidential
information with
unauthorized users
Second guessing
colleagues without
seeking objective data
Not dealing with
people who do not
perform
Being punitive when
people make honest
mistakes
Subverting others
decisions
Giving up in the face
of difficulty
Summary of values conversation
Appendix 2: Voting outcomes on draft values and
behaviours framework to 29 April 2013
Who participated?
 Over 600 public servants have contributed to the values conversation, online, through the workshops or both.
Please note: A number of contributors were registered manually, and are not reflected in this chart.
Please note: This includes 70 contributors with classifications not described under the Administrative stream.
24
Summary of values conversation
25
Values voting state of play
 At the conclusion of ten workshops, Honesty & Integrity and Collaboration remain the most highly rated by
contributors. Other values ranked in the top five are Courage, Trust and Respect.
 Ethic of Service, Sustainability and Engagement have increased their rankings, with Pride and Tenacity rating
consistently lower; a number of comments noted the language and/or intent of the values wasn’t clear.
 Demonstrating key areas of importance to the contributors, the most consistently and highly ranked operational
practices, behaviours or taboos across, were:
o Behaviours are modelled at all levels of the organisation
o Actively dealing with bad behaviour that is not acceptable as its reduces the effectiveness of our
workforce
o Not tolerating people who undermine or bully others
o Not dealing with people who do not perform
o Bringing out the best in people through good leadership, good people management and making the
wellbeing of all staff a priority
o Minimising unnecessary bureaucracy and being flexible how we problem solve
o Community partnerships are encouraged and the service design is open to external expertise
o We assume we know and understand what the citizen and business want
o Create a culture that embraces and rewards innovation and creativity
Values voting state of play
350
300
250
200
150
100
50
Workshop
Primer 8 March
21 March
5 April AM
Votes
Workshop
22 April PM
29 April PM
11 April – Port
Augusta
Votes
Collaboration
Sustainabilty
Engagement
Tenacity
Pride
Trust
Courage
Respect
Ethic of Service
Honesty & integrity
0
Summary of values conversation
5 April PM
8 April AM
8 April PM
15 April AM
26
0
Organisational Practices
Behaviours
Taboos
Tolerating the difference between what is said and what
is done
Plagarism is not addressed
Empire building
Subverting others decisions
Being punative when people make honest mistakes
Not dealing with people who do not perform
Not tolerating people who undermine or bully others
Talk directly to those concerned about any subject or
matter of concern
Full and accurate disclosure without prompting
Affording people natural justice
Actively dealing with bad behaviour that is not
acceptable as its reduces the effectiveness of our…
Organisation wide communication on priorities,
performance and results
Values and behaviours embedded in the Code of Ethics
Summary of values conversation
27
Operational practices, behaviours and taboos votes as of 29 April
Honesty & integrity
250
200
150
100
50
Organisational Practices
Behaviours
Taboos
Organisational barriers are allowed to block success
Not sharing information with colleagues or resources
with community partners
Silos continue to win the day
Innovation and leadership in advancing new ways of
working is rewarded
Actively making our own barriers more permeable and
accessible.
Drive to find the best ideas that are available
anywhere, from anyone
Core willingness and drive to collaborate with
stakeholders, customers and colleagues
Summary of values conversation
28
Collaboration
120
100
80
60
40
20
0
Organisational Practices
Behaviours
Taboos
Self-initiative is not recognised or rewarded
Allowing risk aversion in the face of common sense
Second guessing colleagues without seeking objective
data
Sharing confidential information with unauthorised
users
Behaviours are modelled at all levels of the
organisation
Taking personal accountability for the decisions we
make and the actions we take
Giving objective and clear feedback to others
Open to others ideas and points of view
Personal accountability is interwoven into the
performance management framework at all levels
Delegating responsibilities to lowest level appropriate
All work up to the level of trust placed in them, not
down to the level of controls
Eliminate rules and controls which cause employees to
feel distrusted
Summary of values conversation
29
Trust
160
140
120
100
80
60
40
20
0
Organisational Practices
Behaviours
Taboos
Not allowing space in the organisation for sub cultures
Excluding and marginalising people
Tokenism
Ignoring the policy/ priorities of the government in office
Discrimination based on race/gender /ethnicity or age
Have respect for the individuals around you and the different
views they may have
Sense of ownership for property and resources
Listening for understanding
Bringing out the best in people through good leadership, good
people management and making the wellbeing of all staff a
priority
Putting people at the centre of our business
Growth opportunities based on capability and merit
Forums for regular feedback from team members and
stakeholders
Summary of values conversation
30
Respect
250
200
150
100
50
0
Organisational Practices
Behaviours
Taboos
Not confronting poor performance
Not admitting to mistakes
Resisting and discouraging new ideas
Not speaking up in meetings and designated forums when
the opportunity arises for new approaches
Favouring business as usual to avoid hard decisions or
difficult conversations
Understanding that failures are important for learning how
to be successful in the long run
Tolerate calculated risk when the benefits warrant it
Leaders encourage experimentation with new ideas and
positively reinforce these efforts
Willingness to make hard decisions and have difficult
discussions
Listen deeply, speak candidly, question thoughtfully,
challenge openly
Recognising change opportunities and efficiency gains as an
investment in the future
Create a culture that embraces and rewards innovation and
creativity
Guiding principles, not just governing rules and policies
Recognition of those who go beyond simply following the
rules and do what is best in the situation
Summary of values conversation
31
Courage
120
100
80
60
40
20
0
Organisational Practices
Behaviours
Taboos
Not valuing internal customer service
Pursuing personal success at the expense of team or organisation
goals
“I don’t Care” attitude
Recognise and value internal and external customers
Genuine commitment to support the citizen access the
services/supports they need to live their best lives
Tailoring solutions to individual/ community
Willingness to “go the extra mile” so as to deliver better
outcomes
Understanding and then designing services and policies in
anticipation of meeting citizen expectations and need
Acknowledging the inherent knowledge that our clients/
customers have about their own needs
Transparent and accountable decision making
Public services are person centred and responsive to diversity
Summary of values conversation
32
Ethic of Service
120
100
80
60
40
20
0
‘This will get the job done now, someone else will pay for it
later” attitude
Organisational Practices
Always looking for ways to consume less and promote
resource sustainability at work and at home, within the
public service and to the public
Decisions are considered with equal weight to short term
and long term benefits and costs
Public services consume fewer resources over time.
Summary of values conversation
33
Sustainability
120
100
80
60
40
20
0
Behaviours
Taboos
Organisational Practices
Behaviours
We assume we know and understand what the citizen and
business want
Share resources like public sector data
Decision-making is open to input
All projects demonstrate relevant levels of engagement
Community partnerships are encouraged and the service
design is open to external expertise
Summary of values conversation
34
Engagement
120
100
80
60
40
20
0
Taboos
Organisational Practices
Behaviours
Taboos
Providing poor service to customers and citizens
Not respecting other people’s work
Destructive criticism
Contributing to building the team’s capacity and capability so
as to improve what we do and the positive impact we have
Finding new ways to do things better for our colleagues and
customers
Excitement about coming to work
Demonstrate the highest levels of resilience
Being able to talk about your personal contribution to the
wellbeing of SA citizens and the community
Active support for staff to realise their individual and collective
potential
Recognition and reward system for high value delivery
Clear articulation of value to South Australia
Summary of values conversation
35
Pride
90
80
70
60
50
40
30
20
10
0
Organisational Practices
Behaviours
Taboos
Cynicism is tolerated
Allowing the drive for change to be lost
Giving up in the face of difficulty
Minimising unnecessary bureaucracy and being flexible
how we problem solve
Recognition of individual effort
Finding multiple ways to give results
Demonstrating leadership in advancing new ways of
working and thinking
Forums to invite and facilitate flow of ideas from other
levels of Public Sector
Open door policies to allow active discussion
Summary of values conversation
36
Tenacity
200
180
160
140
120
100
80
60
40
20
0