Creating knowledge-based environments in the public service by using the Balanced Scorecard

1. Creating knowledge-based environments in the public service by using the Balanced Scorecard - An APS Implementation Case Study - Centrelink Communication, Media & Marketing

2. Cascading the Balanced Scorecard from corporate level to business group level • Centrelink corporate BSC was introduced in July 1998 • The Communication, Media and Marketing Group in Centrelink began the BSC cascading project in July 2002 • Same perspectives, same strategies as in the corporate scorecard • Different activities, KPIs and targets • CM&M data feeds back in the corporate scorecard each quarter • CM&M Balanced Scorecard aligned with the corporate scorecard at the beginning of each financial year

3. Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Cascading the Balanced ScorecardChallenges and solutions Centrelink Communication, Media & Marketing Case Study

4. Challenges CM&M executive team commitment Middle management level of involvement in the implementation Leadership Support Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

5. Solutions Communication: constant updates on the implementation to the sponsor Gradual process: team by team measure development and activation Leadership training Middle management involvement in measure refinement Leadership Support Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

6. Challenges Availability of the staff (especially managers) through the process The complex nature of our operations Implementation timeline Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

7. Solutions BSC implementation acknowledged as a key work objective for team managers Top and middle management trained in the BSC methodology Implementation timeline Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

8. Challenges Team business plans developed using a different methodology Pressure to transpose existing business plans in the Balanced Scorecard Business plan integration Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

9. Solutions The Performance Management team gradually took control over the business planning process The Performance Management team started to be used as a resource of strategic information Business plan integration Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

10. Challenges Balance cost, usability and fit in the corporate IT framework Intermediary solution until the launch of the Staff Portal IT solution Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

11. Solutions The least sophisticated option preferred IT solution components separated by function: tracking, organising and communication IT solution Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

12. Challenges Availability of historical data Speed of measure activation Adoption of activation protocols Measure activation Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

13. Solutions Teams assisted in identifying appropriate tracking mechanisms Flexibility in refining measures to adapt to data availability constraints Measure activation Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

14. Challenges Data gathering deadlines Timeliness of performance reporting Data gathering Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

15. Solutions Two data gathering deadlines used Data gathering templates created Data gathering Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

16. Challenges The use of monthly performance reports The profile of the BSC in the team BSC communication Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

17. Solutions Network hosted Resource Centre used as a repository of strategic documents Updated Strategy Map promoted each month Weekly team newsletter used to highlight BSC results BSC communication Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

18. Challenges Team structure and workflow The use of initiatives Initiatives Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

19. Solutions Multifunctional virtual teams used for implementing initiatives Initiative catalogue (database) establish for initiative tracking Initiatives Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

20. Challenges Alignment with the governance framework Team-wide reshape process Governance framework Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

21. Solutions Governance framework updated to incorporate changes necessary after the launch of the BSC Performance Management team repositioned within CM&M Governance framework Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

22. Challenges Business planning process alignment with the BSC Yearly update of the BSC Renewing the scorecard Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

23. Solutions Business planning and BSC updates aligned BSC constantly updated through the year Renewing the scorecard Leadership support Timeline Business Plan Integration IT Solution Measure activation Data gathering BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study

24. Cascading the Balanced ScorecardTowards a knowledge based environment Centrelink Communication, Media & Marketing Case Study

25. Impact on staff In the biannual staff survey CM&M had the best results for: • You understand how your work contributes to meeting the objectives in your local Business Improvement Plan. • You understand organisation's purpose and how it applies to your work Centrelink Communication, Media & Marketing Case Study

26. Organisational structure evolution CM&M organisational structure evolving towards: • Flat and network structure • Team orientation - emphasis on cross-functional teams • Open and distributed information system • Distributed decision making Centrelink Communication, Media & Marketing Case Study

27. Knowledge enabling environment Characteristics of the knowledge enabling environment emerging in CM&M: • Emphasis on change • Emphasis on empowered self-leadership • Grouping together functions and separating roles to support the expert in each area. • Collaborative environment that supports workflow communication. Centrelink Communication, Media & Marketing Case Study

28. Thank you!