Centrelink annual report 1999 – 2000 Contact officer
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- Appendix xiii
- Glossary
- Explanation of acronyms and abbreviations used in the Report
Appendix xiiCustomer Satisfaction Performance TableCentrelink undertakes a comprehensive customer satisfaction research program. Overall, customer satisfaction has remained stable over 1999–2000. Table 31: Overall Satisfaction (As measured by various Customer Satisfaction Surveys)
Sources * National Customer Satisfaction Survey (Millward Brown Australia). † Customer Service Centre Customer Satisfaction Survey (Roy Morgan Research). ‡ Call Centre Customer Satisfaction Survey (Roy Morgan Research). § International Services Customer Satisfaction Survey (Roy Morgan Research).
Customer Charter Performance TablesKey A-CSC Customer Satisfaction Survey. B-Call Centre Customer Satisfaction Survey. C-International Customer Satisfaction Survey. D-National Customer Satisfaction Survey.
GlossaryExplanation of terms used in the Report‘Life events’: A ‘life event’is a significant change that affects a person, family or community, which causes people to approach Centrelink for assistance. They include experiences such as having a baby, looking for a job, planning for retirement or arriving to settle in Australia. ‘One-to-one’: ‘One-to-one’refers to Centrelink’s new service delivery model, under which every customer has one main customer service officer who manages all the business that a customer cannot do over the phone. Outcomes: The results the Government expects to achieve in a particular area. Outputs: The goods and services an agency produces to contribute to the achievement of outcomes. Explanation of acronyms and abbreviations used in the ReportAASW Australian Association of Social Workers AAT Administrative Appeals Tribunal ABA Australian Bankers’Association ACM Accelerated Claimant Matching AEC Australian Electoral Commission AFFA Department of Agriculture, Fisheries and Forestry Australia AGL Australian Gas and Light Company AIC Assistance for Isolated Children AM Member of the Order of Australia ANAO Australian National Audit Office APS Australian Public Service ARO Authorised Review Officer ATM Automated Teller Machine ATO Australian Taxation Office ATSI Aboriginal and Torres Strait Islander Commission BHP Broken Hill Proprietary Company Limited BSPVES Bass Strait Passenger Vehicle Equalisation Scheme CDEP Community Development Employment Project CD-ROM Computer Disk-Read-Only Memory CEO Chief Executive Officer CEPS Centrelink Education Payments System CPSU Community and Public Sector Union CSA Child Support Agency CSDA Commonwealth Services Delivery Agency CTC Competitive Tendering and Contracting DETYA Department of Education, Training and Youth Affairs DEWRSB Department of Employment, Workplace Relations and Small Business DFAT Department of Foreign Affairs and Trade DIMA Department of Immigration and Multicultural Affairs DOCITA Department of Communications, Information Technology and the Arts DoFA Department of Finance and Administration DoTRS Department of Transport and Regional Services DRP Disaster Relief Payment DVA Department of Veterans’Affairs ECRP Exceptional Circumstances Relief Payment EEO Equal Employment Opportunity EMG Emergency and General Assistance Payment system EFTPOS Electronic Funds Transfer at Point of Sale ESAS Education Student Assistance Scheme system FaCS Department of Family and Community Services FAO Family Assistance Office FFRS Farm Family Restart Scheme FIS Financial Information Service FMA Financial Management and Accountability FMIS Financial Management Information System FOI Freedom of Information FT full-time FTE full-time equivalent GIC Government Information Centre GST Goods and Services Tax HA State and Territory Housing Authorities HACC Home and Community Care Health Department of Health and Aged Care HIC Health Insurance Commission HR Human Resource IFSW International Federation of Social Workers I&T Information and Technology (group or team) IT Information Technology (system or application) JET Jobs, Education and Training MIFS More Intensive and Flexible Services MOU Memorandum of Understanding MP Member of Parliament NESB non-English speaking background (or diverse cultural and linguistic background) NSW New South Wales NT Northern Territory OH&S Occupational Health and Safety PBS Portfolio Budget Statements PC personal computer PT part-time PWD person with a disability QLD Queensland RAS Remote Access Services REMOVE Reduced Employment Moving Test RTC Rural Transaction Centre SA South Australia SAP Software Application Product SBS Special Broadcasting Service SES Senior Executive Service TAS Tasmania TFES Tasmanian Freight Equalisation Scheme TIGERS Trials of Innovative Government Electronic Regional Services TILP Team and Individual Learning Plan TSG Tasmanian State Government USA United States of America VIC Victoria WA Western Australia Directory: sites -> default -> files -> documents documents -> North Mankato Taylor Library documents -> In the Red and Brown Water documents -> - documents -> Cbp and Trade Automated Interface Requirements Appendix: pga december 22, 2015 documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Mobile audio/video recording systems documents -> The south australian government gazette documents -> All public acts appearing in this gazette are to be considered official, and obeyed as such documents -> Union interparlementaire inter-parliamentary union Download 0.83 Mb. Share with your friends:
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