As we continue striving to achieve our vision, we measure our success in 3 key areas:
- People: we want our employees to be satisfied and engaged at work, leading to fulfilling careers with us.
- Performance: we want to increase our productivity, drive down debt, uphold cybersecurity, maintain our ISO 9001 quality management system certification and ultimately hit revenue targets.
- Customers: we want to give our customers a great experience, resulting in high customer satisfaction.
People
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Employee satisfaction |
The overall level of satisfaction our employees have with their job, work-life balance and career development. Result and benchmark taken from 2024 People Matter Survey results. |
78% | 66% |
| Employee satisfaction with work-life balance |
The level of satisfaction our employees have with their work-life balance. Result and benchmark taken from 2024 People Matter Survey results. |
86% | 71% |
| Employee engagement |
The overall sense of pride, attachment, inspiration, motivation and advocacy our employees have for the SRO. Result and benchmark taken from 2024 People Matter Survey results. |
73% | 67% |
| Seek and Glassdoor reviews |
Reviews submitted to Seek and Glassdoor anonymously by current and former SRO employees as at 14 October 2024. Benchmark represents the average company scores in Australia. |
Glassdoor 4.3/5 Seek 4.2/5 |
Glassdoor 3.3/5 Seek 3.5/5 |
| Employee tenure |
The average number of years spent working for the SRO. Benchmark provided by the Victorian Public Sector Commission. |
9.1 years | 6.6 years |
| Employee turnover |
The percentage of employees who leave the SRO each year. Benchmark provided by the Victorian Public Sector Commission. |
8.96% | 18% |
Performance
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Revenue collection | Revenue collected meets targets set as part of the Victorian State Budget. | $31.4 billion | $30.2 billion |
| ISO certification | We maintain an ISO 9001 quality management system certification and are the only revenue office in Australia to do so. | Certified | Certification |
| Cybersecurity | We maintain the cybersecurity of our systems from external breaches. | Zero external breaches | Zero external breaches |
Customers
| Measure | Description | Our result | Benchmark |
|---|---|---|---|
| Customer experience |
Forrester is a global research company that measures customers’ perceptions of the organisations they interact with through their Customer Experience Index. Each year, Forrester ranks a selection of government agencies. The benchmark represents the Australian government sector average. |
63.7/100 | 55.1/100 |
| Customer satisfaction |
According to Forrester’s CX Index:
The benchmark represents the Australian government sector average. |
|
|
| Call wait times | The percentage of calls we answered within a target of 3 minutes. | 84% | No comparator benchmark |