About this report
This Centrelink annual report was prepared according to the Requirements for Annual Reports, issued by the Department of the Prime Minister and Cabinet on 8 July 2011. The report focuses on Centrelink’s performance and accountability performance during 2010–11.
The structure of this annual report is based on Centrelink’s strategic priorities outlined in the Department of Human Services Portfolio Budget Statements 2010–11.
Chapter 1: Overview—contains a review by the Secretary of the Department of Human Services, overviews of the Human Services Portfolio and Centrelink, and a summary of achievements against key performance indicators.
Chapter 2: Progress and implement Service Delivery Reform—sets out how the portfolio agencies have worked together on delivering the Government’s Service Delivery Reform agenda.
Chapter 3: Provide high quality services—examines customer satisfaction with Centrelink services and describes some innovative service delivery improvements and Centrelink’s delivery of employment services.
Chapter 4: Contribute to developing and delivering government priorities—includes information about the portfolio’s commitment to social inclusion, with reporting on Welfare Payment Reform, emergency management and other government priorities.
Chapter 5: Support our people—reports on Centrelink employees and Centrelink workplace initiatives, with a focus on the transition to new portfolio arrangements.
Chapter 6: Improve the integration of new technology—illustrates how Centrelink used the latest technology to support the organisation and to deliver services to customers.
Chapter 7: Build purposeful relationships—explains how Centrelink engaged with other government departments and agencies, customers, the community and business sectors, and other countries.
Chapter 8: Ensure service delivery is convenient, accessible and meets diverse needs—describes the many ways that Centrelink delivered payments and services to suit the needs of individuals and various groups of customers.
Chapter 9: Management and accountability—covers internal and external scrutiny, freedom of information, privacy, compliance and fraud measures, data matching, purchasing and consultancies.
Chapter 10: Financial reporting—provides a summary of financial performance and contains Centrelink’s financial statements audited by the Australian National Audit Office.
Chapter 11: Appendices—responds to a number of mandatory reporting requirements including the compliance index, and expands on other areas of interest.
Chapter 12: References—contains a glossary, shortened forms list and an alphabetical index.