Centrelink annual report 1999 – 2000 Contact officer
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Our PurposeCentrelink was created to provide exceptional service to the community by linking Australian Government services and to achieve best practice in service delivery. CENTRELINK ANNUAL REPORT 1999 – 2000Contact officerComments and requests for further information on this report are welcome and can be sent to: Ms Jan MC Cann Telephone (02) 6212 0023 Fax (02) 6212 0480 Email jann.ji.mccann@centrelink.gov.au Ms Julie Peard Telephone (02) 6212 0025 Fax (02) 6212 0480 Email julie.peard@centrelink.gov.au Strategic Services Team Centrelink National Support Office Box 7788
Canberra Mail Centre ACT 2610 World Wide Web home page addresswww.centrelink.gov.au © Commonwealth of Australia 2000 ISSN 1441–4392 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Commonwealth, available from AusInfo. Requests and inquiries concerning reproduction and rights should be addressed to the Manager, Legislative Services, AusInfo, GPO Box 1920, Canberra ACT 2601. To obtain copies of this reportThe report is on sale at AusInfo bookshops in every capital city and Townsville. Alternatively you can telephone the AusInfo Call Centre on 132 447 (toll free within Australia—24 hour service), visit the AusInfo web site at www.ausinfo.gov.au, fax an order to (02) 6295 4888 (credit card only), or mail an order to: Mail Order Sales AusInfo GPO Box 84 CANBERRA ACT 2601 This annual report will be available on the Centrelink Internet site (www.centrelink.gov.au). About this ReportThis Annual Report has been prepared to inform the Parliament (through the Minister for Community Services), other stakeholders and the community about Centrelink’s performance in providing Australian Government services. The report is a key reference document and a document for internal management. It forms part of the historical record and is the principal formal accountability mechanism between government and Centrelink. The report uses the same government outcome-output structure that was used to present the Department of Family and Community Services 1999–2000 Portfolio Budget Statements and Portfolio Additional Estimates Statements. It therefore reports on achievement against performance targets set out in the Budget Statements and the Additional Estimates Statements. The report is structured in the following manner:
We would like to acknowledge the efforts of Centrelink employees who provided the majority of photographs in this report (excluding Board members), as part of the Take a Shot photograph competition. This competition was initiated by the Strategic Services and Communication and Marketing Teams, National Support Office. 1. Introducing CentrelinkOur Strategic FrameworkAs a developing organisation, a key priority for Centrelink has been to drive change through the Strategic Framework, which provides a vision for the future, sets clearly defined goals, promotes shared behaviours and facilitates future planning. The Strategic Framework is reviewed annually in consultation with key stakeholders to ensure it continues to provide a powerful basis for Centrelink’s current operations and future development. In 1999–2000, the Centrelink Strategic Framework 1998–2003 was updated and released as the Centrelink Strategic Framework 1999–2004, Our Business, Our Future. The updated Strategic Framework is presented in a simpler and more useable format for all Centrelink staff. It lists our achievements up front and explains in plain English our purpose, vision, mission, corporate goals and the underlying philosophies and activities necessary to achieve them. The first part of the framework, Our Business, develops and reinforces the concepts on which Centrelink was founded—to be first choice of Government and the premier broker and service provider for our customers. The second part of the framework, Our Future, concentrates on Centrelink’s business outcomes, linking the goals to performance indicators and their associated practical strategies, actions and timeframes. The Strategic Framework maps the strategies to be put in place over the next three years in order to achieve the Government’s aims when it established Centrelink as the one-stop-shop for service delivery to the Australian community. The framework is the key element in engaging Centrelink’s people in a common purpose and approach while taking the organisation into the new millennium. It is supported at the local level by Customer Service Improvement Plans, which outline how each Centrelink team will improve service delivery and contribute to achieving Centrelink’s goals and realizing Centrelink’s vision. In 2000–01 Our Future will be replaced by a Business Plan, a rolling plan incorporating the major issues for Centrelink over the next three years. The theme of the Business Plan 2000–01 is Doing our Current Business Better. The Business Plan has the following seven key objectives:
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