Centrelink annual report 2003 – 04 Contact officer
MEET CLIENT AGENCY KEY PERFORMANCE INDICATORS BY IMPLEMENTING BETTER PRACTICE
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- Client agency performance summary
- Department of Employment and Workplace Relations
- Department of Agriculture, Fisheries and Forestry
- Memorandum of Understanding
- Department of Education, Science and Training
- Department of Health and Ageing
- Department of Foreign Affairs and Trade
- Department of Transport and Regional Services
- Attorney-General’s Department
- Major Centrelink initiatives during 2003–04
- Australian Electoral Commission
- Department of Veterans’ Affairs
- Aboriginal and Torres Strait Islander Services
- Dairy Adjustment and Australian Dairy Corporation
- Australian Taxation Office
- State and territory housing authorities
MEET CLIENT AGENCY KEY PERFORMANCE INDICATORS BY IMPLEMENTING BETTER PRACTICEBusiness Alliance 2004 projectThe Business Alliances Team has been developing the new Business Alliance Agreement with FaCS. The alliance reflects the distinct and complementary roles of the two organisations. Centrelink and FaCS recognise the need to work jointly to deliver successful government outcomes. The two agencies work cooperatively on a broad range of social issues affecting Australian society and the living standards of Australian communities, families and individuals. The relationship between Centrelink and FaCS is governed by the Business Alliance Agreement and acknowledges that each agency contributes to the performance and outcomes of the other. The agreement will be signed off early in 2004–05. Client agency performance summaryDepartment of Family and Community ServicesBusiness arrangementsCentrelink works closely with FaCS to provide a high level of service to the Government and the Australian community. During 2003–04 the business arrangements between FaCS and Centrelink have been renewed with a new Business Alliance Agreement implemented in July 2004. This agreement recognises:
Refinement of the new business arrangements is ongoing with a continuing focus on achieving outcomes for Government and the Australian community. Major initiativesDuring the reporting year Centrelink:
TABLE 8: FACS REVENUE AND PERFORMANCE SUMMARY
Department of Employment and Workplace RelationsBusiness arrangementsThree new KPIs, consistent with the implementation of the Active Participation Model, were incorporated into the 2003–2006 Business Partnership Agreement (BPA). The new BPA was developed to better reflect the shared responsibilities of the Department of Employment and Workplace Relations (DEWR) and Centrelink in achieving government outcomes, including a reciprocal approach to the agencies’ performance based on collaboration, trust and openness. The introduction of consultative committees under the BPA and continuation of the Partnership Programme have supported an increasingly strong partnership approach taken by Centrelink and the department. PerformanceCentrelink is pleased to report for the third consecutive year that DEWR has agreed that all Centrelink KPIs have been met. TABLE 9: DEWR REVENUE AND PERFORMANCE SUMMARY
Department of Agriculture, Fisheries and ForestryBusiness arrangementsDuring 2003–04 Centrelink continued to deliver the Farm Help—Supporting Families through Change Program, the drought assistance package, Exceptional Circumstances Relief Payment, Dairy Type Grants, the Environmental Management Systems Incentives Program and commenced delivery of the Sugar Industry Reform Program 2004. Centrelink operates a Rural Processing Unit (RPU) in Area West Victoria to improve its service delivery performance by providing centralised expertise in the assessment of eligibility for assistance under most of these rural programs. Major initiativesThe number of Exceptional Circumstance (EC) declared areas also rose significantly over 2003–04. Centrelink delivers income support to eligible farmers living in EC declared areas for the duration of the declaration (usually two years). As at 30 June 2004, over 13 000 farmers had received an EC income support payment in 2003–04. The Farm Help—Supporting Families Through Change Program assists farmers through the process of considering their long-term viability in agriculture. Centrelink’s role is to assess the eligibility and entitlements of farmers, to make payments and work with farm families on their longer-term planning. The Farm Help program was extended as part of the 2004 Federal Budget. The extended program includes an increased emphasis on using strategic information, analysis and professional advice to support decision making. In March 2004, Centrelink commenced the delivery of the Sugar Industry Reform Program 2004 to eligible cane growers and harvesters in Queensland, Western Australia and New South Wales. This follows from the successful delivery of similar assistance measures to the Sugar Industry in 2000 and 2002. The program includes income support, business planning assistance, restructuring grants, and re-establishment grants. Developed by the Department of Agriculture, Fisheries and Forestry (DAFF) in consultation with Centrelink, the package provides for immediate assistance to help stabilise the sugar industry so that cane growers and harvesters can better position themselves for making decisions about their future. Memorandum of UnderstandingCentrelink delivered services for DAFF under the memorandum of understanding that was finalised in December 2001. Protocols are in place for all programs. The memorandum of understanding includes organisational KPIs and identification of appropriate measures. ChallengesThe key challenge in 2004–05 will be to build on Centrelink’s close working relationship with DAFF on the delivery of the new Sugar Industry Reform Program measures, the revised Farm Help program, and the ongoing drought assistance package, including EC. In 2004–05 Centrelink will be working closely with DAFF to consider the recommendations of the Australian National Audit Office drought report when it is finalised. Centrelink has been working jointly with DAFF to develop and implement a Business Assurance Framework to provide appropriate measures for establishing organisational performance in terms of payment correctness. These measures become operational on 1 July 2004. Centrelink continues to focus on improving its performance against the KPIs by improving processes and streamlining its service delivery mechanisms. PerformanceThe RPU provides a responsive service to farmers and has improved the correctness and accuracy of assessments of farmers’ eligibility for assistance. The RPU has significantly improved Centrelink’s performance against the timeliness standard for payments, which met the 42-day target. Centrelink received positive feedback about the delivery of its service to drought affected farmers at the Drought Round Table meeting of Australian Government, state and territory government ministers, and key industry representatives held in March 2004. TABLE 10: DAFF REVENUE AND PERFORMANCE SUMMARY
Department of Education, Science and TrainingBusiness arrangementsDuring 2003–04 Centrelink and the Department of Education, Science and Training (DEST) renewed their BPA affirming joint commitment to achieving the Government’s desired outcomes relating to education, training and employment of Indigenous people, isolated students and customers seeking employment. Key improvements included the fulfilment by Centrelink of its BPA obligation to make 14 000 referrals to the Career Planning Programme, the joint partnership between Centrelink and DEST in a project to improve the quality and educational outcomes for ABSTUDY customers, and improved performance reporting combined with closer working relationships at all levels. Centrelink met 100 per cent of 10 KPIs, and did not reach target in relation to a further three. In relation to the KPI on ABSTUDY accuracy, performance was only 0.8 per cent under the target of 95 per cent. This is an improvement on the 2002–03 performance which was 93.8 per cent. During 2003–04, there have been substantial efforts made to improve accuracy of ABSTUDY decision making including updating training and online reference material, and updating the DEST ABSTUDY Policy manual. From 1 October 2004, ABSTUDY processing will be nationally consolidated in four locations to further enhance accuracy and consistency of decision making. It will also allow for better monitoring of processes and standards. In relation to the other two KPIs, negotiations with DEST in terms of their appropriateness as measures of Centrelink performance are underway.
PerformanceTABLE 11: DEST REVENUE AND PERFORMANCE SUMMARY
Department of Health and AgeingBusiness arrangementsDuring 2003–04, Centrelink and the Health Insurance Commission jointly implemented administrative reforms to the validation of Pharmaceutical Benefits Scheme concession entitlements on behalf of the Department of Health and Ageing (DoHA) announced in the 2003–04 Federal Budget. The reforms included the development of a new Centrelink system to determine customer entitlement to Australian Government concession cards; the enhancement of business processes and system infrastructure to provide identity information about Centrelink customers to the Health Insurance Commission; and the voluntary collection of Medicare numbers from Centrelink customers to assist the Health Insurance Commission to improve their data matching performance. Centrelink subsequently used the same system infrastructure and business processes for providing identity information to the Health Insurance Commission to support the Medicare Safety Net component of the Strengthening Medicare package. During the year, the Office of Hearing services decided to return its eligibility assessment and voucher processing functions in-house. Validation of concession status will now be undertaken through the Customer Confirmation e-Service. In 2003–04, Centrelink continued processing income assessments for aged care residents for DoHA, to help them to determine residential care fees. Training completed in 2002–03 and sustained technical support has resulted in improved performance for this year. The Commonwealth Carelink Program assists older Australians and people with disabilities to retain their independence and avoid premature or inappropriate admission to long-term residential care by providing free information and referral to community care services. Centrelink is one of a number of government and community organisations that operates and delivers the Commonwealth Carelink Service on behalf of DoHA. Commonwealth Carelink continues to maintain a service out of five outlets in Western Australia—in Kalgoorlie, Albany, Broome, Geraldton and South Hedland. PerformanceThe Aged Care Schedule, which forms part of the BPA between Centrelink and DoHA, includes the following performance targets:
During 2003–04 Centrelink achieved:
In relation to self-funded retiree income assessments, performance in 10 months was measured as meeting target (with the lowest performance level during the remaining two months being 99.07 per cent in July 2003). Daily data transfer arrangements can impact on Centrelink’s ability to meet the performance targets and were affected because of DoHA and/or Department of Veterans’ Affairs systems unavailability on a number of days. TABLE 12: DoHA REVENUE AND PERFORMANCE SUMMARY (AGED CARE SCHEDULE)
Department of Foreign Affairs and TradeBusiness arrangementsThe Australian Passport Information Service (APIS) is a Call Centre operated by Centrelink in Hobart on behalf of the Department of Foreign Affairs and Trade (DFAT). Under a memorandum of understanding, which began in March 2000 and was extended for two years in March 2003, the Call Centre provides information relating to Australian passports to customers over the phone and by email. The centre operates seven days a week from 8.00 am to 8.00 pm Monday to Friday and 8.30 am to 5.00 pm Saturday and Sunday. PerformanceThe Call Centre handled 1.5 million calls in 2003–04, replied to 55 000 emails, and issued 44 000 application forms. There are eight service standards, which are consistently achieved on a monthly basis. In 2003–04, APIS expanded the services provided to include passports online services and priority fee payment by credit card over the phone. In response to international security issues, proof of identity for passport applications was tightened in September 2003. These rule changes caused a dramatic increase in call volumes and duration of calls. The changes also affected passport renewals and this part of the business has dropped significantly. APIS was able to successfully implement and consolidate the changes with minimal disruption to service standards. As a direct response to an urgent need of Government to provide accessible and up to date travel advice for the Australian public, in 10 days Centrelink established the ‘Smartraveller’ advisory service for DFAT. ‘Smartraveller’ is a fully automated self-service facility available to the public 24 hours a day, seven days a week. This service has handled approximately 26 000 calls since it began on 7 September 2003.
Department of Transport and Regional ServicesBusiness arrangementsSince 1998, Centrelink has delivered the Tasmanian Freight Equalisation Scheme and Bass Strait Passenger Vehicle Equalisation Scheme to business customers (mostly Tasmanian) on behalf of the Department of Transport and Regional Services (DOTARS) in accordance with a four-year service agreement (1998–2002). The strong working relationship between DOTARS and Centrelink culminated in the signing of a new five-year service agreement on 30 August 2002, for the continuing delivery of this service for the period June 2002 to June 2007. The agreement includes revised KPIs measuring performance in relation to the timeliness of claims, the efficiency of processes, service delivery standards, the accuracy of assessments, and customer compliance.
PerformanceDuring 2003–04:
TABLE 14: DOTARS REVENUE AND PERFORMANCE SUMMARY
Attorney-General’s DepartmentBusiness arrangementsFamily Law and Regional Law hotline services continued this year, delivered by the La Trobe and Bun bury Call Centres. This business operates under a memorandum of understanding between Centrelink and the Attorney-General’s Department, which was reviewed, updated and signed during 2004. The customer service hours are 8.00 am to 8.00 pm Monday to Friday. Demand for the services continued to grow with 22 000 calls answered in 2003–04—a growth of 10 per cent on 2002–03. The agreed service level of 80 per cent of calls answered within 30 seconds has been met every month in 2003–04. Centrelink also provided an efficiency improvement for the Attorney-General’s Department this year, by introducing new call routing technology to the hotline services. PerformanceTABLE 15: ATTORNEY-GENERAL’S DEPARTMENT REVENUE AND PERFORMANCE SUMMARY
Child Support AgencyBusiness arrangementsCentrelink and the Child Support Agency (CSA) continued to work in close partnership in 2003–04 by offering a whole-of-government approach to servicing mutual customers. Twenty Regional Service Centres (co-located in regional Centrelink Customer Service Centres) provide child support customers with access to face-to-face services that are typically only available in metropolitan areas. In many other sites Centrelink premises are used by the CSA to provide a visiting service for child support customers. Major Centrelink initiatives during 2003–04
ChallengesCentrelink and the CSA are committed to working together over 2004–05 to provide even better customer service to our mutual customer base. This will be achieved through refinements to computer processing and continued improvements in service integration and customer access. PerformanceTABLE 16: CSA REVENUE AND PERFORMANCE SUMMARY
Australian Electoral CommissionBusiness arrangementsThe Australian Electoral Commission (AEC) approached Centrelink in mid-2002 with a request to offer call centre services for the 2004 Federal election. A new schedule to our BPA was finalised in 2004 to formalise arrangements of this service, badged for the AEC. Preparations for the service, including infrastructure, support and additional staffing were complete prior to 30 June 2004. The service is operated on a full cost recovery basis. PerformanceTABLE 17: AEC REVENUE AND PERFORMANCE SUMMARY
Department of Veterans’ AffairsBusiness arrangementsA new, national memorandum of understanding between the Department of Veterans’ Affairs (DVA) and Centrelink was signed in 2003–04. DVA continued to support arrangements that involve Centrelink offering a Veterans’ Information Service in seven regional sites in New South Wales, six sites in Queensland, and one in Mt Gambier in South Australia. Specialist DVA trained information Officers who can give the veteran community information about DVA payments and entitlements run the service. In 2003–04, DVA delivered refresher training to New South Wales Veterans’ Information Service Officers. DVA also supported the service in New South Wales by training four new information Officers. PerformanceTABLE 18: DVA REVENUE AND PERFORMANCE SUMMARY
Aboriginal and Torres Strait Islander ServicesBusiness ArrangementsCentrelink provided an Indigenous Services Information Line call centre service to Aboriginal and Torres Strait Islander Services (ATSIS) customers from June 2004. The service was intended to provide information and referral to callers who may have concerns about the future of services for Indigenous people following publicity about the future of the Aboriginal and Torres Strait Islander Commission. The service uses scripts and information provided by ATSIS. TABLE 19: ATSIS REVENUE AND PERFORMANCE SUMMARY
Dairy Adjustment and Australian Dairy CorporationBusiness arrangementsThe ongoing Dairy Adjustment package aims to assist dairy farmers in the transition to a deregulated market. The Dairy Adjustment Authority was established to administer the Dairy Structural Adjustment Program. Through DAFF the authority contracts Centrelink to provide services for assessing and paying claims for the Dairy Type Grant, which is now a component of the Farm Help Re-establishment Grant PerformanceTABLE 20: DAIRY ADJUSTMENT AND DAIRY AUSTRALIA REVENUE AND PERFORMANCE SUMMARY
Australian Taxation OfficeBusiness arrangementsIn July 2001 Centrelink signed a memorandum of understanding with the ATO to provide Office facilities in Centrelink premises for ATO staff to enable them to better service clients in remote and rural sites. The services include access to Office equipment, telephones, interview rooms and work areas. The relationship continues to be successful, and Centrelink will again provide these services under agreement in the 2004–05 financial year. TABLE 21: ATO REVENUE AND PERFORMANCE SUMMARY
State and territory housing authoritiesBusiness arrangementsIn 2003–04, Centrelink processed approximately 6.5 million transactions and received $2 567 194 in annual revenue from state and territory housing authorities in payment for the delivery of services for the Rent Deduction Scheme. An electronic Income Confirmation service was also provided to housing authorities, and during 2003–04 Centrelink processed approximately 300 000 transactions for this service and received $114 374 in annual revenue. PerformanceTABLE 22: STATE AND TERRITORY HOUSING REVENUE AND PERFORMANCE SUMMARY
Other organisationsBusiness arrangementsDuring 2003–04, Centrelink continued to deliver the following services on behalf of state, territory and local governments, and a number of private organisations:
PerformanceTABLE 23: OTHER ORGANISATIONS’ REVENUE AND PERFORMANCE SUMMARY
Emergency responsesAgencies continue to notice and acknowledge Centrelink’s ability to respond quickly and effectively to emergencies. Centrelink’s contribution ‘onsite’ or ‘on phone’ is highly regarded, particularly following responses in recent years to corporate collapses— for example, the Ansett and HIH collapses and other natural or community disasters. 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 1.21 Mb. Share with your friends:
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