Creating knowledge-based environments in the public service by using the Balanced Scorecard - An APS Implementation Case Study - Centrelink Communication, Media & Marketing

Cascading the Balanced Scorecard from corporate level to business group level Centrelink corporate BSC was introduced in July 1998 The Communication, Media and Marketing Group in Centrelink began the BSC cascading project in July 2002 Same perspectives, same strategies as in the corporate scorecard Different activities, KPIs and targets CM&M data feeds back in the corporate scorecard each quarter CM&M Balanced Scorecard aligned with the corporate scorecard at the beginning of each financial year

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Cascading the Balanced Scorecard Challenges and solutions

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges CM&M executive team commitment Middle management level of involvement in the implementation Centrelink Communication, Media & Marketing Case Study Leadership Support

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Communication: constant updates on the implementation to the sponsor Gradual process: team by team measure development and activation Leadership training Middle management involvement in measure refinement Centrelink Communication, Media & Marketing Case Study Leadership Support

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Availability of the staff (especially managers) through the process The complex nature of our operations Centrelink Communication, Media & Marketing Case Study Implementation timeline

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions BSC implementation acknowledged as a key work objective for team managers Top and middle management trained in the BSC methodology Centrelink Communication, Media & Marketing Case Study Implementation timeline

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Team business plans developed using a different methodology Pressure to transpose existing business plans in the Balanced Scorecard Centrelink Communication, Media & Marketing Case Study Business plan integration

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions The Performance Management team gradually took control over the business planning process The Performance Management team started to be used as a resource of strategic information Centrelink Communication, Media & Marketing Case Study Business plan integration

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Balance cost, usability and fit in the corporate IT framework Intermediary solution until the launch of the Staff Portal Centrelink Communication, Media & Marketing Case Study IT solution

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions The least sophisticated option preferred IT solution components separated by function: tracking, organising and communication Centrelink Communication, Media & Marketing Case Study IT solution

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Availability of historical data Speed of measure activation Adoption of activation protocols Centrelink Communication, Media & Marketing Case Study Measure activation

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Teams assisted in identifying appropriate tracking mechanisms Flexibility in refining measures to adapt to data availability constraints Centrelink Communication, Media & Marketing Case Study Measure activation

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Data gathering deadlines Timeliness of performance reporting Centrelink Communication, Media & Marketing Case Study Data gathering

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Two data gathering deadlines used Data gathering templates created Centrelink Communication, Media & Marketing Case Study Data gathering

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges The use of monthly performance reports The profile of the BSC in the team Centrelink Communication, Media & Marketing Case Study BSC communication

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Network hosted Resource Centre used as a repository of strategic documents Updated Strategy Map promoted each month Weekly team newsletter used to highlight BSC results Centrelink Communication, Media & Marketing Case Study BSC communication

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Team structure and workflow The use of initiatives Centrelink Communication, Media & Marketing Case Study Initiatives

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Multifunctional virtual teams used for implementing initiatives Initiative catalogue (database) establish for initiative tracking Centrelink Communication, Media & Marketing Case Study Initiatives

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Alignment with the governance framework Team-wide reshape process Centrelink Communication, Media & Marketing Case Study Governance framework

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Governance framework updated to incorporate changes necessary after the launch of the BSC Performance Management team repositioned within CM&M Centrelink Communication, Media & Marketing Case Study Governance framework

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Challenges Business planning process alignment with the BSC Yearly update of the BSC Centrelink Communication, Media & Marketing Case Study Renewing the scorecard

Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Solutions Business planning and BSC updates aligned BSC constantly updated through the year Centrelink Communication, Media & Marketing Case Study Renewing the scorecard

Centrelink Communication, Media & Marketing Case Study Cascading the Balanced Scorecard Towards a knowledge based environment

Impact on staff Centrelink Communication, Media & Marketing Case Study In the biannual staff survey CM&M had the best results for: You understand how your work contributes to meeting the objectives in your local Business Improvement Plan. You understand organisation's purpose and how it applies to your work

Organisational structure evolution Centrelink Communication, Media & Marketing Case Study CM&M organisational structure evolving towards: Flat and network structure Team orientation - emphasis on cross-functional teams Open and distributed information system Distributed decision making

Knowledge enabling environment Centrelink Communication, Media & Marketing Case Study Characteristics of the knowledge enabling environment emerging in CM&M: Emphasis on change Emphasis on empowered self-leadership Grouping together functions and separating roles to support the expert in each area. Collaborative environment that supports workflow communication.

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