Findings and Insights from Providers

Every Social Service Provider goes through accreditation on a regular basis. Accreditation is an important part of making sure Providers meet all the requirements they need to, however, it can be a difficult process. Providers highlighted a number of pain-points where Accreditron could make their work easier:

The cost of compliance is too high

"I need the cost of compliance to be lower; which may include: staff time, volunteer time, resources, and financial cost. Because my resources are scarce, I need to spend my time delivering service to clients."

Giving the right information to Government can be difficult

"It can be hard to know which information the government needs from me. I need to clearly know what information is required and have an easy way to give it to them. I need be made aware of any problems quickly, so I can be certain that I have done everything I can to maintain a high standard of compliance."

Changes in processes and requirements are surprising

"Government processes can change without me realising. I need to know when standards are changing and how, so I can stay compliant without the goal posts moving unexpectedly."

Government should help providers improve capability

"Offering a social service is easier with the government’s help. I need and want assistance from agencies to develop and improve my organisation so I can provide the best service possible to the public."

Legal jargon is not easy to understand

"While it’s my job to look after government contracts I don’t necessarily have a background in law. I need the standards to be easy to understand so I don’t have to waste money paying a lawyer to tell me what I need to do to be compliant."

A lack of consistency across government is risky to providers

"As a Provider, I need consistency of behaviour and standards between different government staff — so if my contact changes I will know that I will still be found compliant. "