Contents

Letter of transmittal

About this report

Chapter 1: Overview

• Secretary's review
• Human Services Portfolio overview
• Organisational structure
• Executive responsibilities at 30 June 2011
• Portfolio governance
• External governance
• Centrelink overview
• Legislation
• Planning and reporting
• Strategic directions
• Measuring performance against key performance indicators
• Centrelink governance

Chapter 2: Progress and implement Service Delivery Reform

• Performance highlights
• Progress on Service Delivery Reform
• Case study: Connecting disadvantaged job seekers to employment and training

Chapter 3: Provide high quality services

• Performance highlights
• Measuring customer satisfaction
• Customer feedback
• Innovative service delivery improvements
• Case study: Working together to deliver Parental Leave Pay
• Employment services
• National Jobseeker Claims Network

Chapter 4: Contribute to developing and delivering government priorities

• Performance highlights
• Social inclusion
• Closing the Gap
• Welfare Payment Reform
• Emergency management
• Case study: Working together on emergency recovery
• Contributing to other government priorities

Chapter 5: Support our people

• Performance highlights
• Portfolio people initiatives
• Case study: Ethics training 'spot on'
• Centrelink people
• Occupational health and safety—promoting a safe and supportive workplace

Chapter 6: Improve the integration of new technology

• Performance highlights
• ICT Strategic Plan
• ICT workforce capability
• Improving customer services
• ICT support to implement government initiatives
• Case study: Emergency staff connected through ICT
• Improving ICT services

Chapter 7: Build purposeful relationships

• Performance highlights
• Building relationships with Australian Government departments and agencies
• Building relationships with other levels of government
• Building relationships with communities
• Case study: Working in partnership to engage vulnerable customers
• Communicating with customers and the community
• Building relationships with the business sector
• Building relationships with other countries

Chapter 8: Ensure service delivery is convenient, accessible and meets diverse needs

• Performance highlights
• Centrelink Call
• Services for customers with diverse needs
• Rural services
• Centrelink Agents and Access Points
• Indigenous servicing
• Case study: A day in the life of an Indigenous Service Officer
• Multicultural services
• Social Work Service
• Assisting vulnerable customers

Chapter 9: Management and accountability

• Performance highlights
• External scrutiny
• Internal scrutiny
• Risk management
• Workplace security
• Privacy
• Payment integrity
• Case study: Helping customers remain on payments
• Compliance and fraud
• Review activity
• Debt management
• Compensation for customers
• Act of Grace payments
• Purchasing and consultancies
• Assets management
• Environmental management

Chapter 10: Financial reporting

• Statement of financial performance
• Statement of financial position
• Financial statements

Chapter 11: Appendices

• Appendix A: Disability reporting
• Appendix B: Employee remuneration overview
• Appendix C: Staffing statistics
• Appendix D: Occupational health and safety
• Appendix E: Centrelink services delivered on behalf of our partners
• Appendix F: Community Advisory Group membership
• Appendix G: Advertising and market research
• Appendix H: External scrutiny
• Appendix I: Freedom of information
• Appendix J: Commonwealth Fraud Control Guidelines Certification
• Appendix K: Data Matching Program report on progress in 2010–11—Centrelink and the Data Matching Agency
• Appendix L: Consultancy contracts
• Appendix M: Ecologically sustainable development and environmental performance
• Appendix N: Resource statements
• Appendix O: Correction of errors in 2009–10 Annual Report
• Appendix P: Compliance Index

Chapter 12: References

• Glossary
• Shortened forms

List of figures

• Figure 1: Human Services Portfolio at 30 June 2011
• Figure 2: Human Services Portfolio organisational structure at 30 June 2011
• Figure 3: Human Services Portfolio governance committee structure at 30 June 2011
• Figure 4: Centrelink outcome and program structure 2010–11
• Figure 5: Key performance indicator results 2009–10 and 2010–11
• Figure 6: Centrelink strategic committee framework at 30 June 2011
• Figure 7: Overall customer satisfaction with last contact with Centrelink 2007–08 to 2010–11
• Figure 8: Per cent of accepted claims for 2010–11 by mechanism of injury
• Figure 9: Call Centre successful calls

List of tables

• Table 1: Centrelink at a glance
• Table 2: Results against customer satisfaction targets 2010–11
• Table 3: Centrelink’s performance against service commitment themes 2009–10 and 2010–11
• Table 4: Summary of Centrelink customer survey activities 2010–11
• Table 5: Centrelink leadership development programs 2010–11
• Table 6: Centrelink/FaHCSIA quarterly business report ratings
• Table 7: Centrelink Call key performance indicator targets
• Table 8: Centrelink Call outcomes against key performance indicators
• Table 9: Privacy breaches 2010–11
• Table 10: Service profiling review results 2009–10 and 2010–11
• Table 11: Review activity 2010–11
• Table 12: Merit review applications 2009–10 and 2010–11
• Table 13: Merit review timeliness
• Table 14: Merit review outcomes
• Table 15: Debts raised during 2010–11
• Table 16: Expenditure on consultancy services 2008–09 to 2010–11 (including GST)
• Table 17: Revenue to Centrelink for goods and services 2010–11
• Table 18: Departmental income, expenses and operating results 2009–10 and 2010–11
• Table 19: Salary ranges for employees covered by the Centrelink Agreement 2009–2011
• Table 20: Salary ranges for Senior Executive Service classifications
• Table 21: Employees by classification and location
• Table 22: Employees by classification and employment type
• Table 23: Employees by classification and attendance type
• Table 24: Employees by classification and gender
• Table 25: Employees by classification and diverse backgrounds
• Table 26: Notices issued
• Table 27: Incidents notified to Comcare
• Table 28: Costs associated with advertising
• Table 29: Costs associated with market research organisations
• Table 30: Data Matching Agency input and output for all agencies in 2010–11
• Table 31: Results of discrepancies released for action 2010–11
• Table 32: 2010–11 direct cost–benefit summary
• Table 33: Data Matching Program events in 2010–11
• Table 34: Consultancy services to the value of $10 000 or more let during 2010–11
• Table 35: Centrelink environmental management objectives and targets 2010–11
• Table 36: Centrelink energy performance data
• Table 37: Centrelink energy performance against Energy Efficiency in Government Operations targets for 2011–12
• Table 38: Centrelink E10 usage
• Table 39: Total Centrelink paper consumption (tonnes)
• Table 40: Centrelink resource statements 2010–11
• Table 41: Centrelink total resources for Outcome 1 2010–11
• Table 42: Compliance with the Requirements for annual reports—for departments, executive agencies and FMA Act bodies