The year ahead

A key focus for the TIO in 2009/10 will be to determine its strategic vision and direction for the next three to five years.

The Board, Council and Executive of the TIO have agreed that in December 2009 a major strategic planning review should be conducted. This will help prepare the scheme for the challenges arising from the decision to implement the National Broadband Network and the many changes that will arise in both the regulatory and technology spheres, while always keeping the consumer at the centre of the TIO’s service.

As part of that strategic planning process, key stakeholders will present the TIO with their view on the changes they and their organisations are planning for and on how they see the TIO contributing to the new environment.

With Ombudsman Deirdre O’Donnell standing down at the end of 2009, the TIO will concentrate on recruiting a new Ombudsman to lead the scheme forward under the new vision and direction that will be developed for 2010 and beyond. That timing will ensure a smooth transition to the new leader, whose mandate will be to guide the scheme to achieve its agreed vision.

One of the most important goals for the TIO in the year ahead will be to address a number of strategic projects that have been identified in the business plan for 2009/10.

A project management framework has been developed to manage and monitor a series of strategically integrated projects during the year, and a program manager will be appointed to ensure that the desired project outcomes are achieved within budget and on time.

These projects centre on planning for the replacement of the complaint management system; improvements to billing, including transitioning to monthly billing; implementing the recommendations of the end-to-end process review, including exploring how to better use technology to deliver service; and redeveloping the TIO website.
Enhancement of the overall TIO quality framework is also a high priority for the year ahead.

Under the TIO business plan for 2009/10, the office will continue to undertake actions under its four strategic goals. In addition to the projects listed above, other key deliverables for the year under each goal include:

Resolution: further developing tools to assist forecast demand and resource requirements; identifying best practice for systemic complaints; and reviewing key performance indicators and reporting against these

Relevant: monitoring and analysing developments in the strategic environment and implications for the TIO; progressing the review of the scope of the TIO’s jurisdiction; and continuing active participation as a member of the Australian and New Zealand Ombudsman Association.

Reaching out: building on the success of the connect.resolve campaign; enhancing the type of data provided to stakeholders; and developing a program for subsidised visits to the TIO by smaller member companies.

Remarkable: developing cost centre accountability and completing the outcomes of the competency profiling project.

The TIO is looking forward to building on its learnings and achievements during 2008/09 to strengthen and improve the overall quality of its operations and service to the Australian public and to its members and stakeholders.

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