Management of the Staff Feedback Tool 111-24020000

All staff currently have access to send feedback via the Staff Feedback Tool.

Manager access to the Staff Feedback Tool is required to:

• view, edit and finalise feedback records
• retrieve statistics and feedback

Manager access may fall into the following 2 categories:

Line managers supporting direct line managed staff

A legitimate business need must exist. This may include:

• actioning staff feedback items
• reviewing received/sent items
• editing, and
• finalising feedback items
• discussing feedback/compliments with staff individually
• supporting staff with identified learning needs
• retrieving feedback and statistics to improve quality of service

Non-line managers supporting staff or their organisation unit/site

A legitimate business need must exist. This may include:

• identifying continuous improvement opportunities
• retrieving statistics and feedback to improve quality of service
• identifying and address process and communication gaps

To apply for manager access, access the ICT Security Portal. See the Process page for instructions.

Line managers and non-line managers must:

• have a legitimate business need to access and manage staff feedback data for which they are accountable. If a legitimate business need is difficult to establish, a business case may need to be completed. See Process page for instructions
• only view the information that is required to undertake their role
• make sure data accessed and obtained from the Staff Feedback Tool is used only for its intended purpose
• maintain privacy and secrecy when handling customer and staff information, in accordance with the Privacy Act 1988
• make sure any reports extracted from the Staff Feedback Tool are kept in a secure location supported by a registered control plan and disposed of, where required. See Resources for links to secure storage of information
• only distribute reports to the intended audience and should be marked 'Official: Sensitive'
• tell the Service Delivery Quality Centre team to remove access if no longer in the relevant position and access is still available

Additionally, line managers must investigate, communicate and finalise individual staff feedback items in 30 calendar days. This may include:

• discussing feedback or compliments with individual staff
• identifying training and development needs to support individuals or teams, or
• evaluating local procedures and work practices to drive continuous improvement

Feedback in the Staff Feedback Tool is viewed, investigated and actioned by the nominated Receiving Office.

The positional mailbox assigned to the receiving office will receive an email notifying when feedback:

• has been received
• remains open for 21 days

Line managers also receive notification if the Manager field has been completed in the feedback form.