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Creating knowledge-based environments in the public service by using the Balanced Scorecard - An APS Implementation Case Study Centrelink Communication, Media & Marketing 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 Leadership support Timeline Business Plan Integration IT Solution Cascading the Balanced Scorecard Measure activation Data gathering Challenges and solutions BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Leadership Support Leadership support Timeline Business Plan Integration IT Solution Challenges • CM&M executive team commitment Measure activation Data gathering BSC Communication • Middle management level of involvement in the implementation Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Leadership Support Leadership support Solutions Timeline Business Plan Integration • Communication: constant updates on the implementation to the sponsor IT Solution Measure activation Data gathering • Gradual process: team by team measure development and activation BSC Communication Initiatives Governance framework Renewing the scorecard • Leadership training • Middle management involvement in measure refinement Centrelink Communication, Media & Marketing Case Study Implementation timeline Leadership support Timeline Business Plan Integration IT Solution Measure activation Challenges • Availability of the staff (especially managers) through the process Data gathering BSC Communication • The complex nature of our operations Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Implementation timeline Leadership support Timeline Solutions Business Plan Integration IT Solution Measure activation • BSC implementation acknowledged as a key work objective for team managers Data gathering BSC Communication Initiatives • Top and middle management trained in the BSC methodology Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Business plan integration Leadership support Timeline Business Plan Integration IT Solution Measure activation Challenges • Team business plans developed using a different methodology Data gathering BSC Communication Initiatives • Pressure to transpose existing business plans in the Balanced Scorecard Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Business plan integration Leadership support Timeline Solutions Business Plan Integration IT Solution Measure activation • The Performance Management team gradually took control over the business planning process Data gathering BSC Communication Initiatives • The Performance Management team started to be used as a resource of strategic information Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study IT solution Leadership support Timeline Business Plan Integration IT Solution Measure activation Challenges • Balance cost, usability and fit in the corporate IT framework Data gathering BSC Communication Initiatives • Intermediary solution until the launch of the Staff Portal Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study IT solution Leadership support Timeline Business Plan Integration IT Solution Measure activation Solutions • The least sophisticated option preferred Data gathering BSC Communication Initiatives • IT solution components separated by function: tracking, organising and communication Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Measure activation Leadership support Timeline Business Plan Integration IT Solution Challenges • Availability of historical data Measure activation Data gathering • Speed of measure activation BSC Communication Initiatives • Adoption of activation protocols Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Measure activation Leadership support Timeline Business Plan Integration IT Solution Measure activation Solutions • Teams assisted in identifying appropriate tracking mechanisms Data gathering BSC Communication Initiatives • Flexibility in refining measures to adapt to data availability constraints Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Data gathering Leadership support Timeline Business Plan Integration IT Solution Challenges • Data gathering deadlines Measure activation Data gathering • Timeliness of performance reporting BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Data gathering Leadership support Timeline Business Plan Integration IT Solution Solutions • Two data gathering deadlines used Measure activation Data gathering • Data gathering templates created BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study BSC communication Leadership support Timeline Challenges Business Plan Integration IT Solution • The use of monthly performance reports Measure activation Data gathering BSC Communication • The profile of the BSC in the team Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study BSC communication Leadership support Timeline Solutions Business Plan Integration • Network hosted Resource Centre used as a repository of strategic documents IT Solution Measure activation Data gathering BSC Communication • Updated Strategy Map promoted each month Initiatives Governance framework Renewing the scorecard • Weekly team newsletter used to highlight BSC results Centrelink Communication, Media & Marketing Case Study Initiatives Leadership support Timeline Business Plan Integration IT Solution Challenges • Team structure and workflow Measure activation Data gathering • The use of initiatives BSC Communication Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Initiatives Leadership support Timeline Business Plan Integration IT Solution Measure activation Solutions • Multifunctional virtual teams used for implementing initiatives Data gathering BSC Communication Initiatives • Initiative catalogue (database) establish for initiative tracking Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Governance framework Leadership support Timeline Business Plan Integration IT Solution Measure activation Challenges • Alignment with the governance framework Data gathering BSC Communication • Team-wide reshape process Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Governance framework Leadership support Timeline Solutions Business Plan Integration IT Solution Measure activation • Governance framework updated to incorporate changes necessary after the launch of the BSC Data gathering BSC Communication Initiatives • Performance Management team repositioned within CM&M Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Renewing the scorecard Leadership support Timeline Business Plan Integration IT Solution Measure activation Challenges • Business planning process alignment with the BSC Data gathering BSC Communication • Yearly update of the BSC Initiatives Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Renewing the scorecard Leadership support Timeline Business Plan Integration IT Solution Measure activation Solutions • Business planning and BSC updates aligned Data gathering BSC Communication Initiatives • BSC constantly updated through the year Governance framework Renewing the scorecard Centrelink Communication, Media & Marketing Case Study Cascading the Balanced Scorecard Towards a knowledge based environment Centrelink Communication, Media & Marketing Case Study 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 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 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 Thank you!
