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Correspondence Management (Outgoing Correspondence)

Definition

Correspondence Management is considered to comprise of two distinct functions:

  • Inbound correspondence
  • Outgoing correspondence 

Outgoing correspondence is defined by the capability to write and send messages from entities to individuals and businesses. Outgoing correspondence involves sharing information through postal letters, emails, and texts, and may include electronic notifications about those messages.

Note that incoming correspondence, and management thereof, will be addressed in the Australian Government Architecture at a later time.

Purpose

Outgoing correspondence is crucial to enabling communication of information and decisions, whether they are applicable to individual(s), organisations, or the population.

Outgoing correspondence is realised through:

  • providing timely, complete, and accurate information to people and businesses with a streamlined outgoing correspondence related process, use of common platforms and technologies across government
  • the definition, planning, deployment, and use of appropriate measures to comply with existing policies and legislations governing outgoing correspondence
  • consideration of the capability as part of a complementary suite of government service delivery capabilities, including business process and workflow, case management, payments, and entitlements.

Where not realised correctly, there are risks of:

  • reducing knowledge and visibility of the correspondence’s audience, lowering trust in the government
  • increasing administrative work and duplication, relying on hardcopies, manual systems, and effort in otherwise communicating information.

Objective

The objectives of this Australian Government Architecture (AGA) content are to:

  • set high-level standards and requirements for consistent communication with individuals and businesses
  • promote the transition of correspondence to digital mediums through online platforms and applications, lowering ongoing maintenance costs
  • promote digitalisation and automation of workflows for sending outbound correspondence
  • increase the government’s responsiveness by reducing the time it takes to communicate with individuals and businesses
  • increase government productivity by using common systems, governance models, and formats and processes for correspondence
  • meet the minimum compliance with legislation and regulation, government policies and standards, and any national or international agreements relating to outgoing correspondence
  • reduce the legal risks and costs associated with human errors in administrative decision making
  • improve accessibility and inclusion by enabling the use of accessible technologies.

Whole-of-government applicability

The Data and Digital Government Strategy (DDGS) sets a vision for 2030 to deliver simple, secure and connected public services for all people and business, through world class data and digital capabilities. 

Suitable handing of correspondence management as a capability supports the DDGS missions of:

  • Simple and seamless services: Be digital by design, engage people proactively, and guide them to the services they might need.
  • Delivering for all people and business: Embed inclusion and accessibility, ensuring all services meet the latest Web Content Accessibility Guidelines and that the Digital Service Standard is implemented to embed best-practice service design and accessibility across the APS.

Policy Elements

Policy:
POL45
Outgoing Correspondence policy Mandate:
Endorsed
Status:
Core
  • Comply with legislation

    An entity must comply with any legislation relevant to its circumstances.

  • Motivate digital-first

    Encourage users to overcome digital barriers and prioritise communication by correspondence via digital channels wherever possible, simplifying and standardising processes and removing the opportunity for human error.

  • Write correspondence that is simple, clear, inclusive, and relevant

    Correspondence must be written in conformance with the Australian Government Style Manual, inclusive, easy to read, and understandable.

  • Securely identify and communicate to businesses and individuals

    Verify the identities of individuals and businesses prior to sending correspondence, aligning to identity management best practices and policies.

  • Apply AI ethics principles and policy when AI is involved in outgoing correspondence

    Where AI is utilised at any point during the workflow enabling outgoing correspondence, it must be implemented in line with appropriate policies and guidance.

  • Adhere to reuse principles

    Entities must give priority to the adoption of reuseable digital and ICT solutions, patterns, or knowledge, and, where necessary, design new solutions with a focus on future reuse.

Domains

This capability is part of the following domain.
DOM3

Government Service Delivery

Policies

The following policies have requirements that impact this capability.
Mandate: Endorsed
Status: Core
This policy describes the requirements for entities planning digital investments involving outgoing correspondence. Applicability Digital investment proposals are assessed against this policy by the DTA through the Digital and ICT Investment Oversight Framework (IOF). Commonwealth entities are…

Standards

The following standards support development of digital solutions in this capability.
Appropriate process and standardisation of outgoing communication from Commonwealth entities is important to the entities and recipients alike. While current-state technology and solutions have in some ways enhanced the management of outgoing correspondence, considerations detailed in the Standard…
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