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7. Performance
The Fair Work Commission will focus on delivering the following strategies to achieve intended results, which will be measured by the performance measures set out in this plan and Key Performance Indicators (KPIs) from the 2020–21 Portfolio Budget Statements (PBS).
Activity one: Powers and functions are exercised in accordance with the Fair Work Act 2009
Delivery strategies
In exercising powers and functions, the Commission will improve the services that it provides to the community by:
- engaging with the community in order to better understand user needs and to tailor services appropriately
- developing the Commission’s organisational capability to deliver services of the highest standard
Intended result
The community understands the role of the Commission and recognises it as an independent and expert workplace relations tribunal.
| Performance measures | Target | Data Source | 2020‑21 | 2021‑22 | 2022‑23 | 2023‑24 | PBS |
|---|---|---|---|---|---|---|---|
|
Survey parties in individual matters following a staff conference or conciliation |
At least 80% |
Survey forms |
Yes |
Yes |
Yes |
Yes |
No |
|
Survey respondents in individual matters following a staff conference or conciliation are satisfied that their conference conciliator was even handed |
At least 80% |
Survey forms |
Yes |
Yes |
Yes |
Yes |
No |
|
Report on the activities that involved consultation with users about improving service delivery |
|
Internal report |
Yes |
Yes |
Yes |
Yes |
No |
Delivery strategies
The Commission will improve its provision of information and service delivery by:
- assessing the accessibility of the Commission’s services and information
- where appropriate, adopting new technology to improve the Commission’s services
- adopting appropriate design and user experience principles in delivering services.
Intended result
The Commission is accessible to all Australians, recognising the community’s diverse needs and expectations.
| Performance measures | Target | Data Source | 2020‑21 | 2021‑22 | 2022‑23 | 2023‑24 | PBS |
|---|---|---|---|---|---|---|---|
|
Survey respondents in individual matters following a staff conference or conciliation found information, including on the Commission’s website, was easy to understand |
At least 80% |
Survey forms |
Yes |
Yes |
Yes |
Yes |
No |
|
Survey respondents in individual matters following a staff conference or conciliation are satisfied with the relevance of information provided by the Commission |
At least 80% |
Survey forms |
Yes |
Yes |
Yes |
Yes |
No |
|
Survey respondents in individual matters following a staff conference or conciliation are satisfied with information provided by the Commission about its processes |
At least 75% |
Survey forms | |||||
|
Monitor and report on the use of technology that has been implemented in order to improve access to, or delivery of, Commission services |
|
Internal report |
Yes |
Yes |
Yes |
Yes |
No |
Delivery strategies
The Commission will continue to benchmark its performance and develop reporting capability in order to demonstrate timeliness in service delivery and to ensure transparency and accountability.
Intended result
The Commission is efficient, accountable and transparent.
| Performance measures | Target | Data Source | 2020‑21 | 2021‑22 | 2022‑23 | 2023‑24 | PBS |
|---|---|---|---|---|---|---|---|
|
Improve or maintain the median time elapsed from lodging applications to finalising conciliations in unfair dismissal applications |
34 days |
CMS+ |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Annual wage review to be completed to enable an operative date of 1 July |
30 June |
Published decision |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Improve or maintain the median agreement approval time for agreements approved without undertakings |
32 days |
CMS+ |
Yes |
Yes |
Yes |
Yes |
Yes |
Activity two: Organisational capability is enhanced
Delivery strategies
Underpinning the Commission’s delivery of Activity One, the Commission will continue to develop its organisational capability by:
- continuing to improve the capabilities and skills of its workforce as the key enabler of performance including capabilities in digital service delivery
- reviewing and strengthening governance structures and processes
- demonstrating the cultural pillars of innovation, collaboration and service excellence
- embedding contemporary risk management practices in operational activities
Intended result
The Commission is a highly skilled and agile organisation in which its people, processes, systems and technology are aligned to deliver high quality, efficient and effective services to the community.
| Performance measures | Target | Data Source | 2020‑21 | 2021‑22 | 2022‑23 | 2023‑24 | PBS |
|---|---|---|---|---|---|---|---|
|
Maintain or improve the number of professional development plans that specify individual and/or organisational professional development goals |
100% |
Internal Reporting |
Yes |
Yes |
Yes |
Yes |
No |
|
Staff are offered an opportunity to experience work outside their usual role, participate in a cross organisational project or be involved in a service improvement project |
At least 30% |
Internal Reporting |
Yes |
Yes |
Yes |
Yes |
No |
Contact the Fair Work Commission
Online
www.fwc.gov.au
Phone
1300 799 675
9am to 5pm Monday to Friday
If you need an interpreter, call TIS National on 131 450.
If you are deaf, or have a hearing or speech impairment, contact the Commission through the National Relay Service. For more information visit relayservice.gov.au
To view the Commission’s YouTube channel visit youtube.com/user/FairWorkAu
Updated time
Last updated
31 August 2020
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