The New South Wales Government has a goal of achieving a world class public sector which delivers value for money, quality services to its customers and the community within the framework of the Government's policies.

Reaching the Government's goal requires a four stage process of change in every agency:

1. Creating a customer focus.
2. Delivering improved services for customers.
3. Implementing total quality in all aspects of the agency's operations.
4. Achieving best practice.

Whole-of-govemment initiatives are already in place for the first two stages. Development and implementation of stage 3 - implementing Total Quality in all aspects of the agency's operations - is now required. This is a key responsibility of agency CEOs.

To achieve Total Quality, agencies need to implement quality practices and develop a culture of continuous improvement in all facets of their organisation including leadership, policy and planning, people management, financial and asset management, information management, internal processes, service delivery and relationships with suppliers.

Agencies will be required to demonstrate that they are putting in place strategies aimed at measurably improving the quality of their performance across all dimensions of their operations.

Agencies are encouraged to use a range of recognised quality improvement tools and techniques as appropriate to their needs. These include Total Quality Management, Quality Assurance and business process re-engineering. They are also encouraged to compare their perfommance against external, independent industry standards.

 The implementation of Total Quality maximises opportunities to reduce or eliminate inefficient practices, achieve greater value for money and ensure effective delivery of services to both internal and external customers.

Implementing Total Quality is also consistent with the recently released Framework for enterprise bargaining at the organisational level. Designing, implementing and measuring quality performance within each agency will occur using currently available financial and human resources.

Agencies will be required to report in mid-1996 on their progress towards implementing Total Quality. Details will be forwarded to CEOs by the Premier's Department.

Once agencies have made a commitment to Total Quality and have begun the process of continuous improvement throughout their organisations, the next stage will be to move from quality practice to "best practice". From mid-1996, agencies will be required to put in place benchmarking processes as an element of the Achieving Best Practice stage. Detailed guidelines, timelines and outcome requirements for this stage will be advised at that time.

Bob Carr
Premier