Service NSW Code of Conduct

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1 Service NSW Code of Conduct

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3 Contents CEO Message 2 Our DNA 3 We ensure our personal and professional conduct complies with this Code of Conduct 4 We manage conflict of interest responsibly 6 We respect others and maintain our professionalism 7 We acknowledge our responsibility regarding Service NSW resources and information 8 We act in accordance with this Code of Conduct and report breaches 10 How to seek further information 12

4 Message from the Chief Executive Officer At Service NSW we are committed to: Making it easier for customers to deal with NSW Government Making it more convenient, providing more choice and accessibility Providing great customer service, professional, friendly, expert Providing services and information which are secure, safe and reliable. At Service NSW, we recognise that our employees, customers and the community are at the heart of everything we do. Through promotion of our values of passion, teamwork and accountability, Service NSW is committed to building and maintaining a reputation for outstanding customer service. The purpose of our Code of Conduct is to reinforce our commitment to maintaining the highest possible standards of professional conduct and upholding the Service NSW DNA when interacting with our customers. Throughout this document we are encouraged to exercise empowerment and accountability in all our professional duties and exercise sound judgement in adopting the highest ethical principles. Our Code of Conduct applies equally to every individual employed, appointed or otherwise attached to Service NSW. It is the foundation upon which we conduct our business and build our reputation. Where provisions of the Code of Conduct conflict with another Service NSW instruction, policy or guideline, the requirements of this Code have priority. Service NSW recognises the value and contribution of each individual and is committed to promoting a consultative framework in which the ideas and feedback of employees is encouraged. As Service NSW as an organisation continues to evolve, the participation of our employees in shaping our culture and work environment is of vital importance and will form a significant element of future reviews of this Code of Conduct. We should be proud to be associated with Service NSW. We ask that you support our brand and reputation by upholding the values that Service NSW stands for. In doing so, you will help to make Service NSW an even better place to work. Glenn King Chief Executive Officer

5 Our DNA Our Code of Conduct supports the Service NSW DNA and is a cornerstone of our organisation. It is designed to help us understand expectations and obligations in respect of standards of conduct and behaviour and to deal with any ethical problems we may encounter in delivery of a quality customer experience. Our reputation at Service NSW depends on all of the decisions we make personally each day. Commitment to Customer Service At Service NSW we are committed to: Making it easier for customers to deal with NSW Government Making it more convenient, providing more choice and accessibility Providing great customer service, professional, friendly, expert Providing services and information which are secure, safe and reliable. Our Service NSW DNA is built around the vision to be recognised as the distinctive leader in the position of government services. VISION STRATEGY DELIVERY To be recognised as the distinctive leader in the provision of government services MISSION To simplify the way customers do business with government and to transform our customers experience through excellent service and quality at an optimal cost to serve VALUES PASSION A great customer experience is our highest priority TEAMWORK We work together for positive customer outcomes ACCOUNTABILITY We work to create value and take ownership for the customer experience end-to-end SERVICE VALUE CHAIN Putting our customers at the heart of everything we do Delivering more choice Making it easier to connect with us through a variety of easy to access channels Innovating, improving and simplifying how we do things Top quartile employee committment Top quartile customer satisfaction SUCCESS We are wired for service with: Distinctive service culture Outstanding leadership and passionate people Quality technology and processes Partnerships built on mutual respect Good custodians of tax payers money First choice provider of government services Solutions and savings for government ORGANISATION EMPLOYEES CUSTOMERS Leadership and Culture Organisational Systems Internal Service Quality Employee Commitment Employee Retention Employee Productivity Outstanding Customer Experience Customer Satisfaction CUSTOMER FEEDBACK FOR CONTINUOUS IMPROVEMENT Code of Conduct 3

6 We ensure our personal and professional conduct complies with this Code of Conduct What is expected of me? In the performance of our duties, we are required to ensure that our customers are always our highest priority and that the delivery of an exceptional customer experience is fundamental to all aspects of our work with Service NSW, in compliance with this Code. We comply with the Law and Service NSW Policies We are responsible for our own conduct, and are expected to: Have respect for, and act and uphold the law and the system of government under which we carry out our duties of employment; Ensure the proper use of official information and maintain customer and colleague confidentiality at all times; Act honestly, impartially and without discrimination; Act ethically and professionally and maintain integrity; Disclose and take reasonable steps to avoid any conflict of interest, whether real or perceived; Report, through appropriate channels, any instance of suspected improper conduct; Not solicit gifts of any kind; While on duty, not consume alcohol to excess and not use any form of illegal drugs or substances; Keep up to date with policies and procedures that are relevant to our position, and Not use offensive or obscene language. Reference: Service NSW Gifts and Benefits Guidelines Leaders and supervisors have a responsibility to role model the Code of Conduct and ensure Service NSW employees are aware of the Code of Conduct, as well as the policies and procedures that apply to their roles. They also have a responsibility for ensuring that appropriate development and training is provided to allow employees to perform their duties. 4 Service NSW

7 We act ethically, honestly, and with integrity We will promote ethical conduct by way of example in that we will: Treat our customers, our colleagues and other public officials with respect, courtesy, honesty and fairness, and have proper regard for their interests, rights, safety, health and welfare; Ensure that our work habits, behaviour and personal and professional relationships in the workplace contribute to a harmonious and productive work environment; Perform our work honestly, diligently and with commitment; Make decisions within our delegated authority, in a fair and timely manner, giving due attention to relevant information, legislation and Service NSW policies and procedures; Ensure that we are authorised to incur expenditure on behalf of Service NSW and adhere to relevant regulations and policy; and, Base our decisions and actions on relevant facts that are documented with justifiable evidence to support the reasons on which they are based. Guide to ethical decision making To assist in fostering a climate of ethical awareness, conduct and decision making within Service NSW, employees may find it useful to refer to the following guide when making decisions: Is the decision or conduct legal and consistent with current government policy? Is the decision of conduct consistent with Service NSW values and the Code of Conduct? What will be the outcome for my colleagues, Service NSW, other relevant parties and me? Can the decision or conduct be justified in terms of the public interest and would it withstand independent scrutiny? How would I perceive the situation if I were an independent public observer? Do the outcomes raise a conflict of interest or lead to private gain at public expense? Code of Conduct 5

8 We manage conflict of interest responsibly We avoid and disclose any real or perceived conflict of interest We can all have real, potential or perceived conflicts of interest in the performance of our duties. It is our responsibility to identify any real, potential or perceived conflict of interest and ensure that the situation is properly managed, including disclosing it to our team leader/manager as soon as we become aware of the circumstances and advising our team leader/manager of any changes to that situation. Reference: Service NSW Conflict of Interest Procedure We decline gifts, benefits or hospitality which affect, or may be seen to affect impartiality Consistent with our ethical and professional standards, we will not solicit, nor accept any money, gift, benefit, travel, services or hospitality in connection with our work. We should politely decline gifts, benefits or hospitality, offered for any reason, which may bring our integrity and impartiality, or that of Service NSW, into question. Where offers of gifts, benefits or hospitality are made, we will disclose the details to an executive director who, in consultation with us, will determine an appropriate response Reference: Service NSW Gifts and Benefits Guideline We disclose any secondary employment Prior to engaging in secondary employment (including public, private or voluntary work), we should seek approval from our team leader/manager to avoid any real or perceived conflict of interest, or circumstances which may adversely affect or compromise the performance of our duties and responsibilities with Service NSW, or the reputation of Service NSW. 6 Service NSW

9 We respect others and maintain our professionalism We treat everyone with respect, courtesy, and fairness We will treat each other and our customers with dignity, respect and courtesy, and promote a workplace free from discriminating, harassing or bullying behaviour. We will not discriminate against a person because of race, ethnic or national origin, sex, age, marital status, pregnancy, disability, sexual preference, political or religious beliefs or responsibilities as a carer. We disclose any participation in political activities We will ensure that any participation in political, community or personal activities does not conflict with our primary duty as employees of Service NSW to perform our duties in a politically neutral manner. We should not make improper use of our positions within Service NSW in any of these activities. We respect Service NSW s intellectual property rights over material it produces Anything we develop, invent or create, either alone or in collaboration with others in the course of our employment or engagement with Service NSW, remains the intellectual property of Service NSW. If we leave Service NSW, we should respect Service NSW s intellectual property rights over its material. Code of Conduct 7

10 We acknowledge our responsibility regarding Service NSW resources and information We ensure that Service NSW resources are used in a proper manner We are expected to use our property, services and resources including work time appropriately, responsibly, effectively and economically, and for official business purposes only. Appropriate and limited use of Service NSW s resources such as telephones, mobile phones, photocopiers, desktop and portable computers and tablets for personal purposes is acceptable. Reference: Service NSW Internet and Usage Policy; Service NSW Public Interest Disclosures Policy We respect the privacy of individuals and maintain appropriate confidentiality of information We recognise that we must exercise caution and judgment in communicating sensitive information to our customers, colleagues and other people and it should be confined to those of us who require access to that information in order to complete our work in a professional capacity. We must ensure that confidential information in any form (such as customer information or computer files) cannot be accessed by unauthorised people and that information we obtain in the course of performing our duties is only discussed with persons, either within or outside the office, who are authorised to have access to it. We must be aware of the provisions in legislation, including secrecy and anti-disclosure provisions, which have an impact on the way we do business. A breach of these provisions may constitute a criminal offence. To protect ourselves we must avoid using information: In ways which are inconsistent with our duty to act impartially; Which could cause harm or discredit any person, organisation or Service NSW; or To gain an improper advantage for ourselves or anyone else. Reference: Service NSW Privacy Management Plan 8 Service NSW

11 We refrain from public comment on the work of Service NSW Unauthorised public comment or release of information may compromise or adversely affect our reputation and undermine public confidence in Service NSW. Any inquiries from the media or others, which may result in Service NSW making a public comment, should be directed to the Service NSW spokesperson. We will treat all information as confidential and will not release any information to the public without the proper authorisation. Use of social media As a general rule, we should avoid using social media or social networking sites on the internet to comment on the work of Service NSW, unless we have prior permission or delegated authority of the Chief Executive Officer. Examples of social media may include (but are not limited to) Facebook, Twitter, MySpace, blogs, video/photo sharing sites, online forums and discussion groups. Employees should be mindful that laws relating to employment continue to apply outside the workplace and that any comment made on a social networking site that refers to Service NSW, a customer or colleague or any work related activities may be in breach of Service NSW policy or legislation. Reference: Service NSW Media and Social Media Policy Code of Conduct 9

12 We act in accordance with this Code of Conduct and report breaches It is critical that, as Service NSW representatives, we practice the conduct we expect of others and not engage in misconduct, corrupt conduct, serious and substantial waste of public resources, or a breach of government information. We also have a responsibility to report acts of dishonest, fraudulent, unlawful or unethical behaviour that may not only damage the reputation of Service NSW, but also that of our customers and colleagues. We each have an obligation to, and are encouraged to, report to management any suspected corruption or unlawful conduct, maladministration or serious and substantial waste of public resources. Within Service NSW we can report suspected instances to the: Chief Executive Officer Deputy Chief Executive Officer Executive Director People & Culture Alternatively, we can also report externally to the: Independent Commission Against Corruption, for suspected corruption; Ombudsman, for suspected maladministration, and Auditor General for suspected serious and substantial waste. A person who makes a voluntary report in accordance with Service NSW s internal reporting procedure will be protected under the Public Interest Disclosures (PID) Act 1994, which makes it a criminal offence for anyone to take detrimental action in reprisal against a person who makes a protected disclosure. Service NSW is committed to ensuring that employees are not victimised as a result of reporting alleged corrupt conduct, maladministration or substantial wastage. Reference: Service NSW Fraud and Corruption Policy; Service NSW Fraud and Corruption Control Statement; Service NSW Public Interest Disclosures Policy 10 Service NSW

13 The Public Sector Employment Management Act 2002 requires us to notify the Chief Executive Officer of circumstances where we may have: Been charged with an offence with a possible penalty of imprisonment for 12 months or more (s48); Been convicted of a criminal offence (s48); Become bankrupt (s58), or Made a composition, arrangement or assignment for the benefit of creditors (s58). Breaches of the Code of Conduct By accepting a position or engagement with Service NSW, we have agreed to abide by this Code of Conduct. If we fail to comply with this Code of Conduct or any other lawful directive, we will be required to explain our actions. If our conduct is contrary to the requirements of the Code of Conduct and does not involve an honest mistake, a range of management options or remedies will be investigated. This could result in dismissal from Service NSW. Code of Conduct 11

14 How to seek further information Not all possible situations can be identified or addressed in this Code of Conduct. If after reading our Code of Conduct you are still unsure about any workrelated ethical issue, you can always seek help from your team leader/ manager, Director or the People & Culture Team. Service NSW is committed to fostering a secure and open work environment in which all employees can be confident in seeking advice about any questions. Wherever a question or inquiry is raised, it will be treated sensitively and confidentially. 12 Service NSW

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16 Level 2, 66 Harrigton Street The Rocks NSW 2000

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