1 July 2003
|
Delegation from Kyung Ki
State Government
|
• Visit to Liverpool demonstration site
|
8 July 2003
|
Delegation from the People’s
Republic of China
|
• Visit to Liverpool demonstration site
|
9–11 July 2003
|
Thailand Social Security Office
|
• Presentation on overview of Centrelink
• Presentation on Balanced Scorecard
• Visit to Liverpool demonstration site
|
13 August 2003
|
Vietnam Ministry of Labour,
War Invalids and Social Affairs
|
• Visit to Woden Customer Service Centre
|
20–22 August 2003
|
Senior Study Tour by Royal
Thai Government Officials
|
• Meet with Sue Vardon
(Chief Executive Officer)
|
1–19 September 2003
|
Vietnam Social Security—
Placements
|
• Presentations and placements with I&T teams
• Visit to Liverpool demonstration site
|
25 September 2003
|
Secretary for Administration
and Justice—Macau
|
• Meeting with Sue Vardon
(Chief Executive Officer) and
Christine Hagan (General Manager, Centrelink Call)
• Tour of Centrelink Call, Canberra
• One-stop shop concept and Call Centre services and policies
|
7 October 2003
|
Japanese Employees Pension
Welfare Corporation
|
• Visit to Wooden Customer Service Centre to meet with Manager, Brett Folkard
|
7–10 October 2003
|
United Kingdom Department
of Work and Pensions—
Director for Working Age and
Children, Ursula Brennan
|
• Visit to Liverpool demonstration site
• Meeting with Dr Margaret Browne (General Manager, Participation and Client Partnerships)
|
13–17 October 2003
|
Malaysian Social Security
Organisation
|
• Presentation by Anne Whiteford (DisAbility Services)
|
15–17 October 2003
|
Six Countries Meeting—
United States, Canada, New
Zealand, the United Kingdom,
Ireland and Australia
|
• Conference on service delivery
issues at the Sails in the Desert
Resort, Uluru
|
15 October 2003
|
Bucheon City Social Welfare
Association—Korea
|
• Visit to Liverpool Customer Service Centre
|
19 October–
29 November 2003
|
Shanghai Municipal Labour
and Social Security Bureau—
China
|
• Placements in Perth and Brisbane at Customer Service Centres, Call Centres and Area Support Offices
• Presentations (an overview of Centrelink and other strategic issues) and evaluation of placements in Canberra
|
20 October 2003
|
Tianjin Civil Affairs Bureau
|
• Centrelink services and partnerships in inner city Melbourne
|
31 October 2003
|
Danielle Vincent—Assistant
Deputy Minister for the
Quebec Region in Human
Resources Development
Canada
|
• Meeting with Anne Dickens (Client Partnership Support Team)
• Visit to Woden Customer Service Centre
• Visit to the Department of Family and Community Services in Melbourne
|
11 November 2003
|
Russian Social Insurance
Fund
|
• Visit to Liverpool Customer Service Centre and Call Centre
|
20 November 2003
|
Anthony Rologas—Philippines
Australia Short Term Training
Facility
|
• Meeting with Multicultural Services in Marrickville, Sydney
• Visit to Liverpool Multilingual Call Centre
|
28 November– 2 December 2003
|
The Netherlands—Dutch
municipal governments
|
• Visit to Liverpool demonstration site
• Presentation by a delegate on the delivery of employment assistance and other social welfare services in the Netherlands—current policy
approaches
|
12 December 2003
|
South African Treasury
|
• Meetings regarding relationship between Centrelink and the Job Network
|
3 February 2004
|
Singapore—Ministry of
Manpower
|
• Visit to Woden Customer Service Centre
• Customer Service Charter Presentation
|
5 February 2004
|
Hong Kong—Special
Administrative Region
Government, Labour
Department
|
• Visit to Area East Cost Career
Information Centre and Youth Centre
|
9 February 2004
|
China—Liaoning Province
|
• Meetings with Centrelink Officers
regarding:
– service delivery
– fraud control
– overview of IT
– the Balanced Scorecard
|
18 February 2004
|
Mongolia—Mongolian study
group/tour, part of Victorian
University
|
• Meeting with Cuc Lam (Footscray Multicultural Services Officer) regarding:
– Centrelink structure and
relationship to government
– overview of services provided
– introduction to multicultural liaison
and Indigenous liaison work
|
25 February 2004
|
China—Beijing Civil Affairs
|
• Meeting with Malcolm Mill
(Watergardens Customer Service Centre)
• Overview of Centrelink
|
27 February 2004
|
China—Guangdong Province
|
• Visit to Liverpool demonstration site
• Overview of Centrelink
|
1 March 2004
|
Compliance team from
The Netherlands Sociale
Verzekeringsbank
|
• Compliance methods
|
9 March 2004
|
Canada—Auditor General
Ronnie Campbell and
Jerome Berthelette
|
• Meeting with Michelle Thorne
(Business Manager, Indigenous
Services) regarding:
– Centrelink’s role in Indigenous
affairs
– overview of Indigenous programs
|
8–10 March 2004
|
South Africa—Department of
Social Development
|
• Governance arrangements
• Financing, budgets and business
partnership agreements
• Balanced Scorecard
• public relations and corporate identity
• I&T, communications and Call
Centres
• fraud
|
12 March 2004
|
Thailand–13th ASEAN Social
Security Association board
Meeting
|
• Centrelink jointly prepared a paper
with the Department of Family and Community Services for presentation at the meeting
|
23–24 March 2004
|
China—Ministry of Labour
and Social Security
|
• Meeting with Centrelink Officers regarding fraud control, channel management, and payment of benefits
• Visit to Liverpool demonstration site
|
March 2004
|
Singapore—Ministry of
Manpower
|
• Set up an email exchange with John Wadeson (General Manager, New Business Solutions) providing information on Centrelink’s information systems and knowledge bases
|
8 April 2004
|
Canada—Bay Consulting
Group on behalf of iSERV
(the I&T infrastructure
provider for the Ontario
Provincial Government)
|
• Seeking Centrelink’s participation in a survey of data centre facilities
|
15–19 April 2004
|
The Netherlands Sociale
Verzekeringsbank
|
• Social security agreement between Australia and The Netherlands
|
16 April 2004
|
The Netherlands—Workers’
Insurance Authority, Bert Pont
|
• Braddon Customer Service Centre
• Australian welfare reform initiatives
|
26–28 April 2004
|
Vietnam—Australia Vietnam
Sectoral conference on
Retirement Incomes
|
• Hosted by the Department of Family and Community Services
• Centrelink presentation on fraud control and compliance
|
30 April 2004
|
Singapore—Ministry of
Community Development
and Sports, Social Support
Division
|
• Issues relating to disability services
|
25 and 31 May 2004
|
United Kingdom—Department
of Work and Pensions
|
• How public employment services are delivered to client groups
• Visit to Liverpool demonstration site
|
26 May 2004
|
Hong Kong—Hong Kong
Government Efficiency Unit
|
• Overview of Centrelink including issues faced and lessons learned
|
7 June 2004
|
Brunei—Office of the Prime
Minister
|
• e-Government
|
8–10 June 2004
|
Canada—Human Resource
Development
|
• I&T, Call Centres, service integration, communications, business assurance, the Balanced Scorecard, compliance and risk assurance,web-based services
• Visit to Canberra Institute of Technology regarding community partnership with Centrelink
• Visit David Walsh (Area East Coast Manager) regarding ‘one-Sydney ‘concept
• Visit to Liverpool demonstration site
|
15–18 June 2004
|
Northern Ireland—Social
Security Agency, Garbhan
McParland
|
• Customer service, service recovery, Call Centres, Centrelink Virtual College, Edge, detection and review, Internet and intranet
• Visit to Braddon and Penrith Customer Service Centres, Liverpool demonstration site, Area East Coast
• Multicultural services
|
24 June 2004
|
China—Institute of Internal
Audit, various provinces
|
• Risk assessment, internal control and internal auditor’s role in corporate governance issues
|
