paul broderick commissioner of state revenue may 2012

Paul BroderickCommissioner of State Revenue

May 2012

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

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

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

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…

Leadership and trust Identify honestly where we are at… Look at where we want to be – Vision Theory: Unfreeze – change – freeze (Lewin) Communicate Measure

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

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.

time

Performance

Regular corrections to behaviour

One significant correction

Desired performance level

Cascading feedback model

Actual performance level

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