Putting customers at the centre of commercial decision making

Authors: Ariel Ellis and Claire Chow As commissioners, we should always be able to demonstrate how good service design results in better outcomes. But we also know it can sometimes be a challenge to ensure that service agreements are set up in a way that delivers on good design. Claire Chow from Transport for NSW and Ariel Ellis from Commissioning NSW explore an approach to overcoming this challenge.
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Discovering lived experience from a distance 

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Authors: Calvin Chong, Sarah Mourney and Nicholas Orr COVID-19 changed the way we hold interviews. Here’s what we learned from the experience, drawing from a joint project with the Innovation and System Design at the NSW Department of Education.
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Commissioning for better services, better outcomes and better value

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Author: Glenn Goldsmith Since the end of 2019 we have been piloting four new practice areas to better serve our partners – which range from government agencies, to social enterprises, to community organisations and private investors. These practice areas are: Human-Centred Design, Partnerships, System and Market Stewardship and the Office for Social Impact Investment.
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Don’t ignore the milkmaid: how to optimise your commissioning value chain

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Author: Kitsa Papadopoulos and Ian Brunton, Department of Communities and Justice. Often when we commission a service, we focus so much on getting the service delivery design right that we neglect to think about how we will organise ourselves internally. This article looks at the roles of a commissioner, and offers a model for how commissioning teams can work better together internally to support strong provider performance to achieve better outcomes for clients.
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Bringing into focus the humans in the Commissioning process

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Author: Sarah Hurcombe Commissioning is about humans, their hopes and dreams and the way they view the world. Don’t believe me? Well, humour me and let me explain a little of what I mean by this statement.
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Last updated: 01/12/2020