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Goal 4 - Innovative operations

WE WILL IMPROVE OUR SERVICE DELIVERY BY PURSUING OPERATIONAL EXCELLENCE
Deliver optimised core business frameworks and systems, increased service while maintaining a relative cost base, and effective, consistent, streamlined processes.

Performance criterion 1 – Operational expenditure: Operational expenditure within approved budget

Criterion source

2019–20 Corporate Plan (Performance section, page 25)

Results against performance criterion

Operational expenditure for the year ending 30 June 2020 was $18.787m1, $2.064m below the budget of $20.851m. Operational expenditure was well below the benchmark administration expense ratio of 0.30% of eligible employee wages which was established as the efficient cost base to deliver Coal LSL’s core operations.

Performance criterion 2 – Business frameworks: Develop frameworks

Performance criterion 2 – Business frameworks: Develop frameworks

Criterion source
2019–20 Corporate Plan (Performance section, page 25)

Results against performance criterion

The following frameworks were implemented during 2019–20:

  • Employer Relations Framework
  • Quality Assurance Framework
  • Project Delivery Framework.

During the year we began work on a Debt Recovery Framework, Behavioural Competency Framework and Client Regulation Framework.

We also worked on improving consistency and reliability of our Information Management Framework as part of compliance with the National Archives of Australia’s Digital Continuity 2020 Policy.

Performance criterion 3 – Service delivery – Fund administration: Reduction in standard processing times

Criterion source

2019–20 Corporate Plan (Performance section, page 25)

Results against performance criterion

Implementation of new technology solutions resulted in significant advancement in levy processing functionality during the second half of the year. The subsequent increase in capacity of the team was more than offset by the volume of levies received: levy volume increased by 38% compared to the previous year. This resulted in an increase of time required to process the more complicated levies for large employers.

Increased dedication of resources to employee applications for Missing Service Reviews resulted in significant reductions in the time taken to review, assess and process these claims.

Analysis of performance

We made good progress throughout the year towards our desired outcomes for innovative operations. We continued to establish business frameworks to guide our operations, and to develop enhanced technological solutions.

There is more work to do to leverage our investments in people, resources and technology to achieve sustainable improvements in standard processing times. However, we are pleased with the momentum gained within the context of maintaining a budget position that compares favourably with established benchmarks.

Footnotes

  1. Excluding losses from non-financial asset sales.