Service Excellence Framework SEF2

Department of Human Services (Victoria, Australia)

"The pursuit of continuous quality improvement means there is no ceiling to the level of quality in the work we do. It is not just about meeting standards, it’s about continuously improving our quality of service." Fran Thorn, Secretary DHS, 2008

Providing the best possible services to our clients is not just being responsive, it is also taking the time to plan and improve. It’s looking at the things we do every day and finding ways to do better.

We take the time to look at our work practices and the way we deliver our services. We also find opportunities for improvement, to work smarter and better.

Working this way makes our jobs easier, our work more satisfying and ultimately improves outcomes for our clients.

To help us, the Department of Human Services has a continuous quality improvement framework called the Service Excellence Framework (SEF2).

SEF2 is based on nationally and internationally accepted business excellence principles and provides a way for our business units to assess their management systems and routinely identify opportunities for improvement in a planned way.

Using SEF2 helps us to focus upon and enables us to improve our service continuously.

For further information email SEF2@dhs.vic.gov.au