Embedding the APS Values: Case studies and other supporting material

Please note: These documents are for reference purposes only and are no longer considered by the APS Commission to be current. They may contain good practice advice and/or advice on the transitional arrangements between the 1922 and 1999 Public Service Acts.

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Case study 31:
Centrelink:
Celebration of achievement, recognition and awards

Background

Centrelink values the individual worth and contribution of its employees. It has developed six business improvement focus areas in its National People Plan that go to improving quality outcomes and strengthening the integration of people management with its business.

One of the focus areas is Committed to your Safety, Health and Wellbeing. A component of this focus is valuing an employee's unique skills and contribution by recognising and celebrating their achievements and successes.

Description

Recognition of an employee's contribution at work, both as an individual and as a member of a team, has a positive impact on motivation, productivity and job satisfaction. Accordingly Centrelink has developed a range of opportunities for its employees to celebrate their achievement and to receive recognition and awards for their contribution. This is realised through a number of schemes that are detailed below.

The Centrelink national recognition and award scheme

Centrelink has a well-developed program of national awards. These recognise outstanding achievement within the following categories of business: Change Management, Excellence in Youth Servicing, Customer Service, and Outstanding Achievement (the Ross Divett Memorial award).

Australia Day awards are made to staff who have shown outstanding dedication in service to Centrelink and/or their community during a difficult time or over a long period of time. Other national awards include CEO's Service Awards, the Public Service Medal and Order of Australia nominations.

Local workplace recognition and award schemes

All teams are encouraged to adopt formal and informal local recognition and award schemes. For example, in 2003 Area North Central Victoria developed an innovative recognition and encouragement program that includes formal and informal recognition at the local, cluster and area levels. Local awards are given twice yearly in the following categories: Customer Service, Supporting Centrelink People, Achievement of key performance indicators and Getting It Right. Cluster awards are made annually in the following categories: helping our customers move forward; outstanding achievement through innovation or change; working in partnership with the community and business; Indigenous servicing; and efficiency and effectiveness of operations and procedures. The annual area awards consolidate the local and cluster award categories.

Promoting and celebrating recognition and awards

Centrelink People magazine, which is available to all Centrelink employees in hard copy, or online through the intranet, contains features on the activities and achievements of Centrelink employees. The magazine features a Words of Praise section that reproduces positive feedback from customer comment cards, letters and telephone calls.

External recognition and award

Centrelink actively seizes opportunities to celebrate achievements by nominating for external international, national and local awards. The Centrelink People magazine also showcases the many external award and recognition successes. For example, the December 2002 edition highlighted Liverpool Call Centre's success in the coveted Teleservices Centre of the Year, in the 50 staff or more category.

Monitoring the impact of national and local recognition and award programs

The effectiveness of Centrelink's internal recognition and award programs is monitored in twice yearly staff polls with a rating against 'You receive recognition and praise for good work'.

Key APS Values

The APS provides a fair, flexible, safe and rewarding workplace. (s. 10(1)(j) of the PS Act)

The APS focuses on achieving results and managing performance. (s. 10(1)(k) of the PS Act)

For more information please contact:

MARK LE DIEU
PHONE 02 6208 8851
mark.le.dieu@centrelink.gov.au