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Good decision making

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This guide sets out key information about good decision making by agencies. Poor decision making and ineffective administrative processes can lead to complaints and challenges to decisions. Ultimately, poor decision making can increase overall downstream costs for agencies. A focus on good decision making can help to prevent some complaints being made at all. It is also likely to result in fewer of the complaints that are made being upheld and requiring remedial action. 

The guide covers:

  • The role of a decision maker
  • Who has the power to make a decision?
  • Delegating powers
  • Policies and guidelines for decision making 
  • Making a good decision
  • A fair process, including a case study (288076) about the Department of Labour, commenting on adverse information
  • Keeping people informed
  • Recording and giving reasons, including what a statement of reasons should contain
  • Good record keeping and record keeping guidance
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