Key Result Areas - Strategies For Excellence in Service Delivery
Effective Service Standards
Effective Partnerships
Staff Commitment
Effective Business Performance
Prudent Financial and Risk Management
Effective Service Standards
- Treating the veteran and defence force communities with courtesy,
respect and sensitivity to their individual circumstances
- Responding promptly to feedback, inquiries and correspondence
- Demonstrating personal commitment to delivering quality service
- Improving the range, accessibility, quality, timeliness, consistency
and coordination of services
- Keeping the veteran and defence force communities informed of their
full entitlements and available services
- Explaining our decisions clearly and facilitating rights of review
- Promoting community appreciation of the service of our veterans
and current serving members
- Providing high quality services to the Minister, the Government,
Parliament and the Repatriation Commission
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Effective Partnerships
- Identifying and developing partnership opportunities
- Using market research and industry knowledge in purchasing decisions
- Developing and managing contractual relationships
- Forming strong relationships with DVA's service providers
- Maintaining DVA's values in purchased services and in monitoring
standards of service delivery
- Working with other Government agencies
- Working with veteran and Australian Defence Force member organisations
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Staff Commitment
- Displaying leadership at all levels
- Demonstrating commitment to continuous learning and development
- Demonstrating commitment to career development and employability
- Communicating openly, honestly and clearly and taking responsibility
for staying informed
- Ensuring that the right people are in the right place at the right
time
- Participating in and contributing to opportunities for change and
improvement
- Recognising and rewarding staff through effective performance management
- Working in a diverse, supportive, safe and fair environment
- Having clear and flexible working structures
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Effective Business Performance
- Matching best practice in processes and unit costs
- Sustaining continuous improvement and innovation
- Integrating DVA's planning, monitoring and reporting systems
- Refining DVA's performance measures
- Ensuring effective corporate support and excellence in record keeping,
both paper and electronic
- Implementing DVA's IT Strategic Directions, including our capacity
to conduct business electronically
- Ensuring IT systems are effective and meet business needs
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Prudent Financial and Risk Management
- Identifying, assessing and managing risk systematically
- Integrating risk management into business process and individual
practice
- Providing prudent financial management and consistency in attributing
costs
- Strategically managing audit and fraud control
- Adjusting priorities to the fiscal environment
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