National Statistics regarding contacts with Corporate External evaluation of our activities Information the National Information Service services goal 4 are an ongoing part of Service and web analytics in relation to (Financial, APS financial, human resources use of online information are resources, and ICT reporting systems. They collected and monitored. Information and ensure that our internal processes and systems meet best practice Technology) Commonwealth guidelines and requirements. Investigation and Key Performance Indicators (KPI) Organisational external evaluations that Conciliation for the service have been excellence, contribute to our learning and Service developed with reference to best culture and development in this area include practice standards for complaint internal working the state of the Australian Public processes and a of Service annual staff survey and ‘Charter Service’. agency report and annual Digital Continuity 2020 Policy agency Statistical data is used to measure survey and report. performance against KPI targets relating to timeliness of process Other evaluations include surveys and complaint outcomes. to monitor workplace diversity, workplace health and safety A Service Satisfaction Survey is knowledge and awareness, used to assess performance in training needs and evaluation relation to qualitative data such as capability and culture. user perceptions of accessibility, fairness and overall service satisfaction and to obtain data on perceived increased understanding of rights and responsibilities in the law. Statistical data on conciliation agreements is used to assess the level of systemic outcomes from the complaint process.
National Information Service Statistics regarding contacts with the National Information Service and web analytics in relation to use of online information are collected and monitored. Corporate services (Financial, resources, Information and Technology) External evaluation of our activities goal 4 are an ongoing part of APS financial, human resources and ICT reporting systems. They ensure that our internal processes and systems meet best practice Commonwealth guidelines and requirements. Investigation and Conciliation Service Key Performance Indicators (KPI) for the service have been developed with reference to best practice standards for complaint processes and a ‘Charter of Service’. Statistical data is used to measure performance against KPI targets relating to timeliness of process and complaint outcomes. A Service Satisfaction Survey is used to assess performance in relation to qualitative data such as user perceptions of accessibility, fairness and overall service satisfaction and to obtain data on perceived increased understanding of rights and responsibilities in the law. Statistical data on conciliation agreements is used to assess the level of systemic outcomes from the complaint process. Organisational excellence, culture and internal working external evaluations that contribute to our learning and development in this area include the state of the Australian Public Service annual staff survey and agency report and annual Digital Continuity 2020 Policy agency survey and report. Other evaluations include surveys to monitor workplace diversity, workplace health and safety knowledge and awareness, training needs and evaluation capability and culture.
Corporate-Plan-2016-AHRC.docx