REPORT 2013

ctors
nt, by all
gement,
CUSTOMER
Seek excellence in every aspect of
our interaction.
ENVIRONMENT & COMMUNITY
Good working relationship with key stakeholders
SS EMPLOYEE SATISFACTION INNOVATION AND LEARNING
D) SCORECARD RATING GUIDELINES
100%
Target met and EXCEEDED with Superior Results (Outperformance Target
Achieved)
75% Target met with Satisfactory Results (Performance Target Achieved)
25
e and to
e start.
Recruit the right people, retain and
engage staff.
Create an environment where our people are encouraged to meet their full
potential and innovation is a daily activity
50%
Target not met due to external constraints beyond FRCA control. Critical area
of consideration.
ing things
e, all the
Promote a culture that aligns with
the Vision, Mission and Values of
FRCA.
Go and see for yourself to thoroughly understand the situation. Understand
what is happening on the ground
25%
Below 50% Performance Result. Target not met. Unsatisfactory performance.
Critical area for consideration.
0% Below 25% Performance Result. Target not met. Critical area for consideration.
E) INDIVIDUAL ASSESSMENT
Target 2013 Out Perform Weighting
%
All stakeholders on board by Sept
2013
Resolve Issues and Upgrade By
Dec 2013
Resolve Issues and set project
scope by Qtr 4
All stakeholders on board by July
2014
Resolve Issues and Upgrade By
Sept 2013
Resolve Issues and set project
scope by Qtr 3
1.0%
1.0%
1.0%
Plan finalised by Sept 2013 Plan finalised by Dec 2014 1.0%
Implemented by Sept, Awareness Implemented by June, Awareness 1.0%
Conducted
Conducted
Jun-13 May-13 2.0%
Achieve One level over 2012 award Achieve Two levels over 2012
award
2.0%
Customer satisfaction survey 90%
service satisfaction. Referrals
to other centres (personal visits/
correspondences/telephones)
minimised
No of hits by Tax Agents. No. of
Tax Agents that use the Portal
Second Phase 90% completed by
Dec 2013
1st and second phase 90%
implemented (2012 target)
100% Completed. Zero Referrals
to other centres (personal visits/
correspondences/telephones)
minimised
No of hits by Tax Agents. No. of
Tax Agents that use the Portal
Second Phase 100% completed
Dec 2013
Second phase 90% implemented
(2012 target)
1.0%
1.0%
1.0%
100% completed by June 2013 100% completed by April 2013 1.0%
SOP, Practice Statement, Guide &
IT system in place. Consultations
done.(Dec 2013) (From Dec 2012
target)
SOP, Practice Statement, Guide &
IT system in place. Consultations
done.(Nov 2013) (From Dec 2012
target)
1.0%
SOP, Practice Statement, Guide &
IT system in place. Consultations
done.(Dec 2012/2013)
Implement 80% Findings Identified
Implement planned activities by
80%
SOP, Practice Statement, Guide &
IT system in place. Consultations
done.(Nov 2012/2013)
Implement 90% Findings
Identified
Implement planned activities by
90%
1.0%
1.0%
1.0%
at least 25% at least 30% 1.0%
Phase 1 and 2 completed Progress into Phase 3 1.0%
Reduce to at least 50% Reduce to at least 40% 1.0%
Consultancy done by Septemebr Consultancy done by August 2013. 1.0%
2013.
Apr-13 Mar-13 0.5%
Dec-13 Oct-13 0.5%
Establishment of the Unit (staffing
and training) by Jan 2014
Establishment of the Unit (staffing
and training) by Dec 2013 (100%
completed)
1.0%
50% (From 90% in 2012) 70% (From 100% in 2012) 1.0%
June 2013
Sept 2013
May 2013
Oct 2013
1.0%
90% (from 85% in 2012) 92% (From 90% in 2012) 1.0%
VALUES ASSESSMENT (70 points)
Max Score
1 Leadership: We will set directions and create a customer orientation, clear and visible values and high expectations,
and ensure the creation of strategies, systems and methods of achieving excellence and building knowledge and
10
capabilities
2 Result Focus: We will focus on results that are guided and balanced by the interest of all stakeholders, using a balanced
set of performance measures that offers an effective means to monitor actual performance, and to marshal support for 10
improving results.
3 Continuous Improvement & Learning: We aim to achieve the highest level of performance by adopting a well
executed approach to continuous learning and improvement by incremental and breakthrough improvement and
10
adaptation to change that leads to new goals and /or approaches.
4 Design Quality & Prevention: We emphasize on design quality, hence anticipating problems and waste prevention at
the design stage.
10
5 Partnership Development: We will build internal and external partnerships to better accomplish its goals. 10
6 Valuing Employees: We will continue to invest in the development of its workforce through education, training and
opportunities for continued growth. In return FRCA has the right to expect high levels of productivity and integrity.
10
7 One Organization: Managers and staff will work as one towards the goals of FRCA 10
BEHAVIORAL ASSESSMENT (30 Points)
8 Teamwork: An outstanding team player contributes and ensures the effectiveness of the team/FRCA 10
9 Punctuality and Attendance: Is a role model for punctuality and attendance to work and official engagements. 10
10 Professionalism and Respect: Is a role model for professionalism and respect for all levels irrespective of staff
positions.
10
TOTAL 100
Individual Assessment Guideline
TOTAL
A OUTSTANDING REPORTS, EXCEPTIONAL PERFORMER 9 - 10 90 - 100
B FAVORABLE REPORTS, VERY GOOD PERFORMER 7 - 8 70 - 89
C AVERAGE WORKER, GOOD PERFORMER 6 - 7 60 - 69
D UNSATISFACTORY WORKER, POOR PERFORMER (staff counseling is absolutely necessary 1 - 5 10 to 59
ORGANIZATION BALANCE SCORECARD 2013 (cont’d)
Block 5: EMPLOYEE SATISFACTION (10 %)
KPI
No.
Key Performance Indicator
(KPI)
Measure Target 2013 Out Perform Weighting
%
54 HR Development Plan Review of Division Structures Jul-13 Jun-13 2.0%
55
Job Evaluation Study Implement Job Evaluation Study and Full Implementation Feb 2013 Full Implementation Feb 2013 2.0%
(Completed)
Revised Salary Structure
56
Staff Climate Survey Conduct survey and implement Sept 2013 Survey Completed. July 2013 Survey Completed. 2.0%
strategies towards improvement
57
58
Implement Balanced
Scorecard
2013 scorecard developed and
approved
360 Degree Management Survey June 2013 results and report
received
Mar-13 Feb-13 2.0%
Performance Improvement Plans
tracked and improvements reflected
by Nov
59 Staff Recognition Staff 2012 Bonus Payment by June 2013 Payment by May 2013 2.0%
Implement Staff Recognition System System designed by June 2013; System designed by June 2013; 2.0%
60
and awards night
Implemented by Dec 2013
Implemented by Dec 2013
One formal recognition initiative One formal recognition initiative
from each Division
from each Division
Health and Safety
a Fit and Healthy workforce
2 out of 3 3 out of 3 2.0%
61
- Family Fun Day and Awards Night
- Bainimarama Tournament
- Proactive Health measures
62
OHS Compliance against legislation 70% (From 60% in 2012) 80% (From 70% in 2012) 1.0%
2.0%
Completed By Dec 2013 By Nov 2013 1.0%
60% Completed By Dec 2013 70% By Nov 2013 1.0%
90% Completed By dates as per
dates committed to in the Reports
100% Completed By dates as per
dates committed to in the Reports
0.5%
Management comments to be
submitted by the dates outlined
in the Report and 80% resolution
completed as per dates commited
to in the Reports.
Management comments to be
submitted by the dates outlined in
the Report and 100% resolution
completed as per dates committed
to in the Reports.
ey, not a destination.”
0.5%
Block 6: INNOVATION AND LEARNING (10 %)
63 Quality Management
64
Capacity Building
Setup Operational Guidelines and
Implement Quality Teams to drive
process mapping
Transfer evaluation and learning
65 Training Prospectus and Grant Claim
66 FRCA Library usage
67 Data Management
68
69
E-learning
Strengthen Data Management and
Reporting
Implement dashboards
Full Implementation and usage of
e-learning tools
70
Maximise usage of RTC facility and
maintain standards at a high level
Regional Training Centre
(completed)
71 Pool of experts
Jun-13 May-13 0.5%
"Back to office reports submitted
within 7 days after training
Reaction evaluation 6 months after
training and 100% measured and
all recommendations evaluated for
implementation"
80% TNA completed and 80% of
the 2013 Prospectus implemented;
At least 60% levy returned
20% Increase in Staff usage and
Library Implement 1 activity
Jun-13
At least 40% of Customs staff
complete the four core modules and
are certified
Secure E-learning module for Tax
and implement by Sept 2013
At least 2 regional training in a
year
At least 2 WCO Regional Experts;
Increase inhouse trained experts to
15 from all three divisions
"Back to office reports submitted
within 7 days after training
Reaction evaluation 6 months after
training and 100% measured and
all recommendations evaluated for
implementation"
95% TNA completed and 100% of
the 2013 Prospectus implemented;
At least 80% levy returned
30% Increase in Staff usage and
Library Implement 2 activites
Positive user feedback on quality
and reliability of information from
the board
At least 60% of Customs staff
complete the four core modules and
are certified
Secure E-learning module for Tax
and implement by June 2013
At least 4 regional training in a
year
At least 2 WCO Regional Experts;
Increase inhouse trained experts to
20 from all three divisions
1.0%
1.0%
0.5%
1.0%
1.0%
1.0%
2.0%
1.0%