Assistant Directors, Service Design and Foundations

2 months ago

Canberra, Australia Australian Electoral Commission Full time

**Agency Purpose**

The Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.

**The AEC’s values and commitments**

The AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.

**The Team**

The Service Design and Foundation Branch has a focus on contemporary client-centric service design and continuous improvement. This includes an emphasis on the foundational capabilities for the design and delivery of electoral events including service design, doctrine, event planning, quality assurance, public engagement, national electoral roll operations, and industrial election and ballot service delivery.

The Branch manages and supports the network to deliver a range of operational capabilities such as the implementation and promotion of policy and doctrine, a quality management framework, and the election readiness framework. The Branch also manages all facets of enrolment, including enrolment capability development and coordination for other operational elements delivered through our state and divisional offices, and the delivery of industrial election and ballots.

**The Opportunities**

These individuals within the Service Design and Foundations Branch are tasked with leading highly dynamic and client-centric focused teams to achieve the branch’s vision of designing electoral services that continue to sustain trust in democracy.

These leaders have an inquiring mind, build an inclusive culture that enables people to make their best contribution, promote collaborative work practices, actively manage and embrace risk, and are responsible for undertaking work that is moderately complex to complex and/or sensitive in nature, under limited direction.

**Operational Services Strategy, Design and Data**

Team functions include:

- design and delivery of the AEC’s service strategy and service charter.
- design and delivery of the agency’s human-centred service design capability.
- design and analysis of the enrolment program to improve and modernise the program into the future and increase digital offering.
- provision of regular reporting and analysis of the agency’s client service channels the electoral roll, including comprehensive reporting of enrolment statistics and trends to identify opportunities to improve the comprehensiveness and accuracy of the electoral roll and reduce divergence.
- management of public engagement tools and client services, including client service partnerships with other government agencies.

**Roll Operations and Client Services**

Team functions include:

- overseeing the planning, delivery, and communication of roll management and roll integrity activities across the operational network.
- undertaking analysis of complex issues and contributing to the formulation and coordination of roll-related policy and procedures, as well as ministerial compliance documentation.
- consideration of legislative changes and reflecting these in roll policies and procedures.
- management of relationships with Joint Roll Partners on matters related to enrolment, modernisation, and delivery of services.
- providing technical support and management of operational elements involved in specialised enrolment projects including state and federal redistributions, and close of roll delivery plans.
- contributing to the identification, planning and delivery of business improvement and change management activities in support of the Enrolment Digitisation Project (EDP).
- designing and delivering plans related to the scanned mail project as well as imaging, printing, and management of enrolment form updates.
- developing and delivery of capability improvement plans and coordinating information sessions as a means to improve network capability.

To excel you’ll have:

- The ability to remain positive, respond to pressure in a calm manner, while committing energy and drive to see that goals are achieved, and build an inclusive culture that enables people to make their best contribution.
- Make decisions based on professional judgement, evaluating risks in the context of a complex and changing environment whilst being open, honest and accountable.
- A demonstrated capability to achieve positive individual and team results and support the AEC’s strategic direction, through monitoring team progress, contributing to continuous improvement, following through to deliver quality outcomes, and generating new ideas approaches and strategies.
- Confidence and ability to effectively communicate, collaborate and negotiate with team members, business areas and external stakeholders at al

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