How do place-based services evolve in a world of virtual, physical and hybrid services?

The COVID-19 pandemic led to an acceleration in shifting service delivery online, which has transformed the way governments work with communities.

In this context, ANZSOG commissioned and funded a project to examine the impact of these changes. Completed in 2021, the project was co-sponsored by the NSW Department of Premier and Cabinet (NSW DPC) and aimed to identify emerging considerations for governments in designing and delivering hybrid services—combining virtual and face-to-face methods—and hybrid place-based initiatives (PBIs), particularly in the social services sector.

The research was conducted by a team from the Social Policy Research Centre at the University of New South Wales (UNSW), led by Professor Ilan Katz.

The findings and final report on the impact of hybrid service delivery for place-based services has shown that hybrid and physical place-based models can complement each other, and that governments need to encourage and build evidence for innovation into different ways to deliver services.

TITLE: How do Place-Based Services Evolve in a World of Virtual, Physical and Hybrid Service Delivery?

AUTHORS: Alison Ritter, Kerryn Drysdale, Ilan Katz, Evelyne de Leeuw, Shona Bates

SERIES: ANZSOG Research Insights

NUMBER: 24

DATE: July 2022

PUBLISHER: Australia and New Zealand School of Government

ISSN: 2653-7281

DOI: 10.54810/EGDO9879

CITATION: Riter, Alison et al. How do Place-Based Services Evolve in a World of Virtual, Physical and Hybrid Service Delivery?: ANZSOG Research Insights No. 24. Melbourne: Australia and New Zealand School of Government, July 2022.