Department of Social Services

April 18, 2019 · Government

The Department of Social Services (DSS) is responsible for providing a broad range of social services to Australians. It manages a large number of programs and initiatives in areas of disability, aged care, families & children, mental health, and housing. Services are mainly delivered through specialist providers across metropolitan, regional and remote Australia.

The business issue

The Department embarked on the development of a comprehensive performance measurement system which included a client survey among other tools. The system aimed to measure the performance of service providers and share data for service improvement through an inter-departmental platform.


Marketscape managed the conduct of extensive qualitative research with client cohorts to inform the design of the client survey questionnaire. There was also an extensive literature review to inform the development of key survey constructs, measures and questions.

The outcome

Marketscape developed the performance measurement framework, including client survey strategy and a discussion paper to be considered by the Department for future development of survey measures.


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