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Paul Broderick Commissioner of State Revenue May 2012.

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Presentation on theme: "Paul Broderick Commissioner of State Revenue May 2012."— Presentation transcript:

1 Paul Broderick Commissioner of State Revenue May 2012

2  Administers Taxes and Duties  Collects $12bn plus pa  280,000 phone calls  60,000 counter visits  1m+ database transactions  About 500 staff  40% in Ballarat  Administers Taxes and Duties  Collects $12bn plus pa  280,000 phone calls  60,000 counter visits  1m+ database transactions  About 500 staff  40% in Ballarat

3  ABEF award  AHRI award for leadership  Large productivity increases  Very good customer survey results  Very good staff survey results  No OH&S issues  Only 1 formal grievance in last 10 years  Good relations with union  ITIL and ISO certification  Best small IT shop in Australia

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5  Debt/Revenue: 2 nd lowest of all OECD countries  Cost of collection: 2 nd lowest of all OECD countries  Customer satisfaction: 96% rate SRO at 8 out of 10 or greater

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10  France  Luxury  Germany  Precision  Japan  Perfection  US  Fit for purpose  Australia  Relationships 10

11 …and culture is influenced by leadership… …not just at the top but throughout…

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14  Leadership and trust  Identify honestly where we are at…  Look at where we want to be – Vision  Theory: Unfreeze – change – freeze (Lewin)  Communicate  Measure

15  A 100% increase in remuneration leads to an increase in happiness as small as 5%, and often fades within a month or two  As prosperity has increased in the western world happiness has declined  Self-esteem, on the other hand leads to significant, sustainable increases in happiness and productivity

16  22% of recruits make up their minds about an organisation in the first week.  80% of turnover is related to an unsatisfactory relationship with the boss.  Only 40% of Australian workers are satisfied with communications.

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18  Example setting from the top  Resources  Recruiting staff with the right attitude  What priority does training have?  Is their work valued? 18

19  Developed by staff and customers  Delivered on 3 October 2011  Strong uptake  Reduced red tape  Productivity savings

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