Centrelink annual report 2003 – 04 Contact officer
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- Chapter 1: The year in review
- Chapter 3: Our accountability
- Chapter 5: Our customers
- Chapter 8: Financial statements
CENTRELINK ANNUAL REPORT 2003 – 04Contact officerComments and requests for further information are welcome, and may be directed to: Corporate Communication Manager Centrelink Communication, Media & Marketing PO Box 7788 Canberra Business Centre ACT AUSTRALIA 2610 Telephone: (02) 6284 6300 Email: marketing.mailbox@centrelink.gov.au To obtain copies of this reportLimited copies of this report are available by telephoning 1300 367 676. This Annual Report is available on the Centrelink website at: www.centrelink.gov.au © Commonwealth of Australia, 2004 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 the Department of Communications, Information Technology and the Arts. Requests and inquiries concerning reproduction and rights should be addressed to the Commonwealth Copyright Administration, Intellectual Property Branch, Department of Communications, Information Technology and the Arts, GPO Box 2154, Canberra ACT 2601 or posted at http://www.dcita.gov.au/caa 5 November 2004 The Hon Joe Hockey Minister for Human Services Parliament House CANBERRA ACT 2600 Dear Minister I have pleasure in presenting to you Centrelink’s Annual Report for the year ending 30 June 2004. The report has been prepared as required under subsection 40(1) of the Commonwealth Services Delivery Agency Act 1997. Subsection 40(2) of the Act requires you to cause the report to be laid before each house of Parliament within 15 sitting days of that House after the day on which you receive the report. This report is presented to you as an acknowledgement of the perseverance and hard work of the staff of Centrelink in ensuring the highest quality of service is delivered to the people of Australia during a period of unceasing pressure from welfare reform and technical innovation. Yours sincerely Elizabeth Montano ACTING CHAIR OF THE BOARD BOARD OF MANAGEMENT – CHAIR Box 7788 Canberra Business Centre ACT 2610 Telephone (02) 6212 0051 Facsimile (02) 6212 0488
About this reportThis annual report is to inform Parliament (through the Minister for Family and Community Services), other stakeholders and the community about Centrelink’s performance in delivering Australian Government payments and services. The report is the principal accountability mechanism between government and Centrelink. Centrelink reports on achievement against performance targets set out in the Family and Community Services 2003–04 Portfolio Budget Statements and Portfolio Additional Estimates Statements. These performance targets identify five key priorities for Centrelink: our accountability, our community and business relationships, our customers, our staff, and our efficiency and effectiveness. These priorities are the subjects of Chapters 3 to 7. Centrelink measures its operational performance through a Balanced Scorecard. The scorecard monitors our performance against our targets, demonstrates value in the expenditure of public money, and supports a culture of continuous improvement. Along with the Future Directions 2003–2006, the Balanced Scorecard is Centrelink’s primary reporting tool.
Chapter 2: Corporate overviewIncludes our organisational structure, corporate governance, the services we deliver, and arrangements for external scrutiny. Chapter 3: Our accountabilityIncludes reports on the implementation of welfare reform, performance delivering client services, our customer privacy and security, and the management of fraud and debt strategies. Chapter 4: Our business and community relationshipsDetails the development of our business and community sector relationships, and the measures undertaken to foster these partnerships across Centrelink. Chapter 5: Our customersExamines the ways in which Centrelink is responding to customer needs, and the initiatives, strategies and activities that underpin our response. Chapter 6: Our peopleFocuses on Centrelink staff and Agents, and how they are supported to achieve our business objectives. Chapter 7: Our efficiency and effectivenessExamines the effectiveness of our budget management, including details of Centrelink outlays and how funding is used to maximise service delivery. Chapter 7 also examines the efficiency of our business processes. Chapter 8: Financial statementsChapter 9: AppendicesWe would like to thank the many Centrelink employees who contributed to this annual Report THE YEAR INREVIEW
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