IPAA Victoria

Human-Centred Service Delivery Award

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Human-Centred Service Delivery Award

Placing the community at the centre of public services

Public services are the interface between the community and government; the community cares about public services and depends on their delivery. This award recognises novel and successful approaches to service delivery, adopting a human-centred approach to better engage the community and achieve enhanced public outcomes.


Nominations will be judged against each of the specified criteria. Suitable evidence is required against each criteria for the judging panel to determine a score. Where a criteria is deemed to be not met as a result of no evidence being provided, a score against that criteria will not be recorded. Each and all nominations are to be evaluated against all criteria:

  1. Clear evidence of a commitment to the goals of diversity and inclusion

  2. An innovative, new or unique approach in the way the services were designed and/or delivered

  3. Partnership(s) and collaboration, both internal and external, to achieve better community outcomes

  4. Applicable human-centred use of technology and digital approaches

  5. Human-centricity as being fundamental to every stage of the project or initiative, including conception, design, execution and evaluation

  6. Sustainability of the service

  7. Delivery of community outcomes (provide evidence/metrics/data on the outcomes, actual or anticipated)

  8. Above standard practice relative to the organisation size and its core business.

Nominations Tips

Each year our judges tell us that evidence is critical to an award-winning nomination. Be sure to provide data and evidence to support the statements you make in your nomination.

  1. You should provide evidence that the project or initiative has been substantially developed and delivered

  2. Nominations should provide evidence of the actual impact the project or initiative has had. If there is little evidence of such, include as substantial an idea as possible of the anticipated impact.

  3. The nominee doesn’t necessarily need to provide evidence of their direct involvement in the project or initiative.

  4. Make sure you address all of the criteria for the award category you’re nominating in.

  5. Write clearly, to the point, and back up your statements.

  6. Be sure to use the option to provide supporting documents. This is your chance to show, rather than tell, of your project or initiative’s merit.

  7. That said, curate what you provide as supporting documents. Our judges have to examine a number of nominations; don’t make it hard for them to find the compelling evidence.

  8. If you have a query, email awards@vic.ipaa.org.au.