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Analysis of Performance
For the purposes of performance reporting, Output Groups 1.2 and 1.3 principally relate to Registry functions. The Australian Industrial Relations Commission is principally responsible for Output Group 1.1. Outcomes in respect of Output Group 1.2 (registered organisations, compliance checks and investigations) have generally been maintained although in the case of Output Group 1.2.2 the Registry’s performance was not maintained in respect of the previous year’s performance. This level of performance resulted from the Registry being pre-emptive with regard to Output 1.2.4 (compliance follow-up action). The Registry dramatically increased the number of hasteners issued (and at an earlier point in time than in previous years) which had the combined effect of significantly reducing the percentage of further contact required, other than the first hastener. Performance is being reviewed to ensure that a better balance between these outputs is achieved. In respect of Output 1.2.3, the Registry has developed workflow controls for its RIAT and Service Teams to achieve more timely lodgment of these reports by registered organisations and their branches. Outcomes in respect of Output Group 1.3 (publications and information services) were affected by the transition from paper-based publications to web publishing. Since the beginning of the reporting period, all in-house teams in the Registry have been required to undertake a comprehensive internal and external feedback exercise. This incorporates regular client survey sampling on the basis of the full range of over-the-counter transactions and a more selective and comprehensive client satisfaction survey. In respect of the over-the-counter feedback exercise, some 502 client satisfaction forms were returned this financial year, representing one in every 16 (estimated) client transactions for the Registry nationally. On the basis of these survey forms, 99% (rounded down) of survey forms indicated ‘satisfactory’ or better responses from clients. In respect of the comprehensive (internal and external) client satisfaction surveys, in Melbourne, the site of the Principal Registry (which receives over 50% of all applications), 155 comprehensive surveys were distributed to Members of the Commission, associates, contracted conciliators, Victoria Service Team members, law firms, trade unions and employer organisations. An approximately 30% response rate was achieved on average. The feedback has proved useful in reviewing protocols and processes, and improving services. The Registry achieved its performance target in respect of meeting all due dates for responses to Parliamentary questions (the target being the due dates expected by the Department of Employment, Workplace Relations and Small Business).
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