Paul Broderick Commissioner of State Revenue May 2012.
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Transcript of Paul Broderick Commissioner of State Revenue May 2012.
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Paul BroderickCommissioner of State Revenue
May 2012
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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
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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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Debt/Revenue: 2nd lowest of all OECD countries
Cost of collection: 2nd lowest of all OECD countries
Customer satisfaction: 96% rate SRO at 8 out of 10 or greater
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France Luxury
Germany Precision Japan
Perfection US
Fit for purposeAustralia
Relationships
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…and culture is influenced by leadership…
…not just at the top but throughout…
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Leadership and trust Identify honestly where we are at… Look at where we want to be – Vision Theory: Unfreeze – change – freeze (Lewin) Communicate Measure
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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
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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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time
Performance
Regular corrections to behaviour
One significant correction
Desired performance level
Cascading feedback model
Actual performance level
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Example setting from the top Resources Recruiting staff with the right attitude What priority does training have? Is their work valued?
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Developed by staff and customers Delivered on 3 October 2011 Strong uptake Reduced red tape Productivity savings
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