Centrelink Annual Report 2002-03
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Centrelink Annual Report 2002-03
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Table of contents
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TABLE INDEX
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FIGURE INDEX
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LIST OF ABBREVIATIONS
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1 The year in review Report of the Chairman
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Report of the Chief Executive Officer
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2 Corporate overview Business arrangements
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Strategic framework
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Centrelink structure
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Centrelink governance framework
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3 Performance at a glance Outcome and output
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The Balanced Scorecard
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Measuring our performance
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Client agency performance summary
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4 Our accountability
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Accountability to Government
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Accountability to client agencies
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Accountability to customers
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5 Our customers
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Listening to customers
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Providing prompt and efficient service
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Providing an integrated service that yields positive outcomes
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Providing a choice of easy ways to access our services
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6 Our community and business relationships
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Listening to community and business
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Supporting the community during times of crisis
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Strengthening our service delivery relationships with local community organisations
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Building a better understanding of the business sector and their relationship with Centrelink
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Delivering assistance to industry and business
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7 Our people
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Establishing a skilled and knowledgeable workforce
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Establishing a staff culture that is courteous, respectful and accountable
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Establishing a rewarding and safe working environment
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Establishing stronger leadership and succession planning at all levels
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8 Our efficiency and effectiveness Giving the Government confidence in its investment Ensuring cost-efficient business processes
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Providing information & technology solutions that improve the effectiveness of our service delivery
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Ensuring the continuity of our services
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9 Giving the Government transparency in costs
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Commonwealth Services Delivery Agency 2002-03 Annual Financial Statements
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APPENDICES Appendices Appendix 2A
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Appendix 2B FIGURE 14: MAJOR SPEECHES BY CENTRELINK EXECUTIVE
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Appendix 2C FIGURE 15: COMMONWEALTH LEGISLATION AFFECTING CENTRELINK
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Appendix 2D TABLE 57: CENTRELINK'S ORGANISATIONAL CHART—LIST OF POSITIONS
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Appendix 5A TABLE 58: CUSTOMER CHARTER PERFORMANCE FOR THE CUSTOMER SERVICE CENTRE NETWORK
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APPENDIX 7A OUR PEOPLE—ALL CENTRELINK STAFF
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APPENDIX 7B EQUITY AND DIVERSITY
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APPENDIX 7C SENIOR EXECUTIVE SERVICE OVERVIEW
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APPENDIX 7D SALARY OVERVIEW
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APPENDIX 7E AUSTRALIAN WORKPLACE AGREEMENTS (AWAs)
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Index
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