Appendix 6: Major Speeches by the Centrelink Executive

Appendix 6: Major Speeches by the Centrelink Executive

Sue Vardon—Chief Executive Officer

26 August 2003: Governor’s Leadership Foundation, Adelaide. ‘Building an outward looking government agency’.

1 September 2003: Emotional Intelligence, University of Adelaide. Keynote address.

24 September 2003: Institute of Public Administration Australia—Australian Capital Territory Division 50 Years, Canberra. ‘IPAA Nationally and the Future’.

20 February 2004: South Australian Heads of Agencies Conference, Adelaide. Keynote address.

1 March 2004: Canberra Times Business Series—Women in Business, Canberra. Keynote address.

8 March 2004: Pathways to Power—International Women’s Day 2004, Canberra. ‘My life in 5 minutes’.

17 March 2004: ARIMA Limited South Australian Risk Odyssey 2004—Turning Theory into Practice, Adelaide. ‘In pursuit of the golden fleece—risk management in Centrelink’.

15 April 2004: The Connected Republic: Possibilities and Priorities for the Next Phase of e-Government, Canberra. Keynote address.

16 April 2004: Institute of Public Administration Australia—South Australia Division Young Professionals Forum, Adelaide. Meet the Chief Program.

5 May 2004: National Institute of Governance, Canberra. ‘Governing risk’.

Paul Hickey—Deputy Chief Executive Officer, Business Capability

3–7 August 2003: 12th ASEAN Social Security

Jane Treadwell—Deputy Chief Executive Officer, Business Transformation and Chief Information Officer

18–22 August 2003: Six Countries Meeting, Ottawa, Canada. ‘Australia’s update: business transformation and more organisational change’.

16 September 2003: Business Intelligence World Conference, Melbourne. ‘Centrelink growing in intelligence’.

29 October 2003: Business Process Outsourcing Conference, Sydney. ‘Centrelink: orchestrator and broker’.

4 December 2003: National Records Management Conference—Milestone celebrations, Sydney. ‘Refresh and the future, taking Centrelink forward’.

8–12 December 2003: Cisco Public Services Summit @ Nobel Week 2003, Stockholm, Norway and Oslo, Sweden. ‘Connected services and support to people and communities: an integrated approach to social services’.

14–15 April 2004: The Connected Republic—Possibilities and Priorities for the Next Phase of e-Government, Canberra. ‘The connected republic’.

Appendix 7: Customer Charter performance for the customer service network

TABLE 46: CUSTOMER CHARTER PERFORMANCE FOR THE CUSTOMER SERVICE NETWORK

	Customer Service Centre Customer Satisfaction Survey	Call Centre Customer Satisfaction Survey	National Customer Satisfaction Survey
	Annual average as at June 2004 %	Annual average as at June 2004 %	As at November 2002 %
Making it easy to access government services delivered by Centrelink
Ease of accessing government services provided by Centrelink	(a)	(a)	60
Giving you personal service
Offering you a package of services and products that can help you with what is happening in your life
Centrelink gives you options that take into account your personal situation and circumstances	(a)	(a)	65
Providing or referring you to other services you may need
Were you referred to other services? (% said YES)	20.2	(a)	(a)
– Appropriateness of the Referral	85.1	(a)	(a)
Listening carefully to what you say to us
Communications skills – listening	(a)	(a)	85
Identifying ourselves when we talk with you
Did staff identify themselves to your satisfaction?
– Yes	(a)	80.4	73
Being friendly, helpful, respectful and sensitive to your individual needs
Way Office staff treated you—courteous, friendly, helpful and respectful	90.6	(a)	(a)
Call Centre staff was friendly and polite	(a)	94.9	(a)
Call Centre staff was Helpful	(a)	94.2	(a)
Understands customers’ Needs	(a)	90.9	(a)
Staff treating you with respect and dignity	(a)	(a)	88
Providing accurate and consistent information
Accuracy of information	78	86.7	(a)
Consistency of information	73.5	69.4	(a)
Providing information that is easy to understand
Information that is simple and easy to understand	(a)	(a)	75
Explaining the things you need to know and making it clear what you need to do
Communication skills – explaining	81.7	93.7	(a)
Fixing mistakes
Purpose of last visit/call to fix a mistake	14.2	13.9	(a)
Rating of mistake Resolution	69.8	(a)	62
Giving you prompt and efficient service
Staff speed and efficiency	78.4	93.3	(a)
Making a decision quickly once we have all the information we need to make that decision
How would you rate the time Centrelink took to make a decision once it had all the information it required?	(a)	(a)	72
Making an appointment for you to visit us or for us to phone you at a time that suits you
You can usually do business with Centrelink at a day and time that suits you	(a)	(a)	83

(a) Question was not asked in this survey

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