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New customer-centred tool set to improve NGO capabilities

2 min read

A building tool to develop resources and training around improving customer-centred capabilities was created for non-government organisations (NGOs).

The Social innovation Council’s NGO Capability Building Tool for NGOs was designed by The Department of Finance, Services and Innovation to aid organisations in finding areas of improvement and building on existing customer-centred approaches.

The Secretary for the Department and member of the Social Innovation Council, Martin Hoffman, said it provides a free entry point between NGOs and free resources made available by the NSW government to improve training and policies.

“The organisational capability building tool is voluntary and confidential,” Hoffman said, adding: “It brings together NSW government resources for NGO human-centred capability building in one place for the first time….I highly recommend all NSW NGOs use this simple tool to self-assess their capabilities.”

The tool was developed by the Social Innovation Council, which aims to accelerate innovation in the way human services are designed, delivered and measured. It is part of a partnership between NSW and the Forum of Non-Government Agencies.

The NSW government spends approximately $2.5 billion annually on NGO contracts to deliver essential human services. Capability building will help services of all sizes adapt, innovate and thrive in an increasingly complex and digital environment.

As the number of users increase, NGOs will be able to compare their results to those of the sector overall and build on already existing measures to improve processes.

Chief Executive Officer of NSW Council of Social Services, Joanna Quilty, said: “The tool is a great example of the benefits of collaboration between NGOs and the NSW government that will help organisations build on strengths and improve services.”

The tool is available at: https://www.finance.nsw.gov.au/capability_building_tool


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  1. Josh Reid January 17, 2019

    Is there a link to the tool?

    1. Naomi Neilson January 18, 2019

      Hi Josh! The tool is available at: https://www.finance.nsw.gov.au/capability_building_tool

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