Background

The Education and Training Shared Services Centre (ETSSC) was the first Shared Service Centre in WA to “Go-Live”, as a result of recommendations provided to Cabinet by a Functional Review Taskforce in December 2002, and in line with the Whole of Government (WoG) Reform agenda. ETSSC commenced operations in October 2005 with Department of Education and Training (DET) as the pilot agency. Each client agency’s HR and Finance functions then underwent a phased implementation into the ETSSC.

ETSSC provides HR and Finance services to the following:

• Department of Education and Training (Central Office, District Offices and Schools)
• TAFEWA Colleges (Regional and Metropolitan)
• Curriculum Council
• Department of Education Services

The development of the ETSSC is overseen by a Client Management Council chaired by the Director General. Council members include the DET Deputy Director General Finance and Administration, Executive Director Human Resources and Chief Information Officer; the Curriculum Council’s Chief Executive Officer; and four TAFEWA Managing Directors from both metropolitan and regional colleges.

ETSSC is currently concentrating on the implementation of a business systems strategy, which will result in enhanced service delivery through standardisation of systems, procedures, forms and business rules.

ETSSC Vision	ETSSC Mission	ETSSC Guiding Principles
Partnering with clients to be a leader in shared services	Working together we will provide quality service to support our clients	Embracing Improvement Working Together Promoting Partnerships Sharing Knowledge and Ideas

The ETSSC Business Plan identifies the following three key result areas, which are aligned to seven objectives:

Whole of Government Reform Agenda

1. The ETSSC Business Systems Strategy is progressed in accordance with the Whole of Government Reform Agenda.
2. Benefits Realisation savings are achieved in accordance with agreed timelines. 
    

 

Our People

1. Leadership and direction is provided to develop and maintain a service delivery culture and standards based upon honouring commitments, fostering team spirit and building relationships.
2. Our staff satisfaction and staff retention levels are improved.
    

 

Service Standards

1. Client service delivery levels are improved through the adoption of the ETSSC Customer Service Charter and Customer Service Standards.
2. Service Level Agreements and their associated Performance Measures are met.
3. Working collaboratively with cluster partners to ensure efficient and cost effective integrated service provision.

The ETSSC Business Plan is reviewed annually in line with the business planning process.

 

Other Shared Service Centres in WA

The Department of Health has established the Health shared service centre, known as the Health Corporate Network (HCN). They are located at 81 St Georges Terrace in Perth. Further information can be found at: http://www.healthcorporatenetwork.health.wa.gov.au/home/

The Department of Treasury and Finance Shared Services (DTFSS) is located in the Mason Bird Building, 303 Sevenoaks Street, Cannington. The majority of public sector agencies will be rolled into the DTFSS, aside from those who have been granted full or partial exemption from participation in the Shared Services arrangements. For further information visit: http://www.oss.wa.gov.au

Customer Service

Working together we will provide quality service to support our clients.

What you can expect from us

Our people will:

• Identify themselves
• Listen carefully to what you have to say
• Be professional, helpful, polite and courteous
• Treat you with respect and impartiality
• Attempt to resolve the matter at the first point of contact or direct your call appropriately
• Follow through on commitments they make
• Be responsible for their actions
• Endeavour to find a solution
• Encourage and value your feedback
• Maintain confidentiality

Our information will be:

• Easy to access
• Accurate and consistent
• Relevant and appropriate

Our actions will:

• Be fair and impartial
• Be completed in a timely manner
• Take your needs into consideration

How you can help us

You can:

• Check our website for the information you need as it may save you time
• Have all documentation and completed forms ready when you contact us
• Provide us with timely, complete and accurate information
• Where possible, contact us by telephone to resolve the matter
• Make an appointment with our staff should further contact be required
• Be on time if you have an appointment
• Allow adequate time for us to respond to your request
• Treat our staff with respect and courtesy
• Provide us with feedback

Feedback

We value your compliments, complaints and suggestions and we will use your feedback to make ongoing
improvements to our services.

Our staff will:

• Listen to you
• Take all feedback seriously
• Consider your complaint in a transparent, equitable and unbiased manner
• Provide information regarding our complaints handling process should you wish to lodge a formal complaint
• Treat all information as confidential wherever possible
• Provide a timeframe for dealing with your complaint and negotiate an extension where necessary

Contact Us

Level 6, 8-14 Bennett Street
EAST PERTH WA 6004

GPO Box 2622
EAST PERTH WA 6892

T: 08 9264 8658
F: 08 9264 8465

E: ETSSC.Feedback@det.wa.edu.au
W: www.det.wa.edu.au/etssc