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Annual Report 2011–12

  • Annual Report 2011–12 home
  • Contents
  • Contacts
  • Letter of transmittal
  • About this report
  • Chapter 1: Secretary's review
    • Achievements
    • Strategic directions
    • Better customer services
    • Collaboration
    • Budget initiatives
    • Key performance indicators
    • Compliance
    • Savings
    • Financial management
    • Our people
  • Chapter 2: overview of the department
    • Integration of the department
    • Minister
    • Department of Human Services structure
    • Organisational structure
    • Executive responsibilities at 30 June 2012
    • Legislation
    • Departmental corporate governance
    • Planning and performance monitoring
    • Measuring our performance against key performance indicators
    • Governance committee framework
    • External governance
    • Risk management
  • Chapter 3: supporting the government's priorities
    • Performance highlights
    • Supporting the government's priorities
    • Social inclusion
    • Implementing the Clean Energy Future Household Assistance Package
    • Delivering outcomes for government—our partnerships
    • Working with others to improve service delivery
    • Satisfaction with the department's services
    • Responding to customer feedback
  • Chapter 4: delivering services
    • Performance highlights
    • Service centres and other service sites
    • Phone services
    • Online services
    • Responding to customer needs
    • Assisting vulnerable customers
    • Social work services
    • Support for Indigenous people
    • Helping customers manage their money
    • Multicultural services
    • Communication and media
    • Supporting community events
    • Emergency management
  • Chapter 5: transforming service delivery
    • Performance highlights
    • Service delivery reform
    • Designing better services
    • Simplifying and automating services
    • Transforming future services
  • Chapter 6: supporting families, workforce participation and older Australians
    • Performance highlights
    • Building Australia's Future Workforce
    • Participation and employment
    • Supporting families with children
    • Child Support
    • Disability
    • Older Australians
    • Rural
    • Other customer services
  • Chapter 7: providing health, rehabilitation and other services
    • Performance highlights
    • Medicare
    • Pharmaceutical Benefits Scheme
    • eHealth
    • Aged care programs
    • CRS Australia
    • Services in support of climate change policy
    • Superannuation programs
  • Chapter 8: ensuring compliance and business integrity
    • Performance highlights
    • Strategic compliance
    • Serious non-compliance
    • Investigating fraud
    • Payment integrity
    • Customer compliance
    • Review activity—Centrelink payments
    • Debt management—Centrelink payment debts
    • Customer compliance—Child Support
    • Reviewing Child Support decisions
    • Payment integrity—Medicare services
    • Audits and reviews—Medicare services and benefits
  • Chapter 9: information and communications technology supporting service delivery
    • Performance highlights
    • Online services
    • Mobile devices
    • ICT support to implement government initiatives
    • ICT services and the Department of Veterans' Affairs
    • Strategy
    • Architecture
    • ICT Workforce Plan
    • Data centres
    • Telephony services
  • Chapter 10: achieving effective management and accountability
    • Performance highlights
    • Our people
    • Work health and safety
    • Workplace accessibility and inclusion
    • Learning and development
    • Corporate and customer service
    • People change support
    • Awards
    • Workplace giving
    • External scrutiny
    • Internal scrutiny
    • Privacy
    • Purchasing and consultancies
    • Corporate records management
    • Property management
    • Assets management
    • Compensation for customers
    • Act of Grace payments
    • Environmental management
    • Program and project management
  • Chapter 11: financial overview and financial statements
    • Financial performance
    • Financial statements
  • Chapter 12: appendices
    • Appendix A—Exercising of powers under section 42 of the Human Services (Medicare) Act 1973
    • Appendix B—Ecologically sustainable development and environmental performance
    • Appendix C—Services delivered under agreements with our partners
    • Appendix D—Compliance with the Carer Recognition Act 2010
    • Appendix E—Advertising and market research
    • Appendix F—Commonwealth fraud control guidelines certification
    • Appendix G—External scrutiny
    • Appendix H—Data matching
    • Appendix I—Staffing statistics
    • Appendix J—Staff remuneration
    • Appendix K—Work health and safety
    • Appendix L—Freedom of information
    • Appendix M—Correction of errors in 2010-11 Human Services Portfolio annual reports
    • Appendix N—Resource statement and expenses for Outcome 1
    • Appendix O—Compliance index
  • Chapter 13: references
    • Glossary
    • Shortened forms
    • Index

Please note: All page numbers listed refer to the PDF version of the annual report.

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Department of Human Services Annual Report 2011–12

Information about the Department of Human Services Annual Report 2011–12.

Department of Human Services Annual Report 2011–12 web pages

  • Contents
  • Contacts
  • Letter of transmittal
  • About this report
  • Chapter 1: Secretary's review
  • Chapter 2: overview of the department
  • Chapter 3: supporting the government's priorities
  • Chapter 4: delivering services
  • Chapter 5: transforming service delivery
  • Chapter 6: supporting families, workforce participation and older Australians
  • Chapter 7: providing health, rehabilitation and other services
  • Chapter 8: ensuring compliance and business integrity
  • Chapter 9: information and communications technology supporting service delivery
  • Chapter 10: achieving effective management and accountability
  • Chapter 11: financial overview and financial statements
  • Chapter 12: appendices
  • Chapter 13: references

Department of Human Services Annual Report 2011–12 PDF

  

  • Download the Department of Human Services Annual Report 2011–12 [pdf, 8mb]

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