Stigma in government services literature review

BETA led a literature review, supported by Services Australia, to understand how some Australian government services could become stigmatised, and how stigma could be reduced in the policy design and delivery of Australian government services.

The review found that there are different ways stigma can be experienced by Australians and different drivers of government services stigma including public attitudes, policy settings and service design.

Reducing stigma requires a coordinated effort, occurring at the service design and delivery level, through policy change and public education. A focus on promoting customer dignity may offer a tangible way to reduce stigma.