Annual Report 2018/19 - Community Business Bureau · LinkedIn: community-business-bureau About...
Transcript of Annual Report 2018/19 - Community Business Bureau · LinkedIn: community-business-bureau About...
Community Business Bureau
Annual Report2018/19
2 | Community Business Bureau
Our 2018-19 report
Our vision
A thriving not for profit sector that is achieving its social
objectives.
Our mission
Champion better business practices to deliver social
impact.
Our values
CBB staff will always be ethical in our dealings with
clients and stakeholders. We shall offer and deliver
services in a manner which reflects strong commitment to
the following values:
� Respect
� Integrity
� Service
� Empowerment
Connect with us
cbb.com.au
Subscribe to Foreword: bit.ly/cbb_foreword
Facebook: Community Business Bureau
Twitter: cbb_community
LinkedIn: community-business-bureau
About Community Business Bureau
Since 1995 Community Business Bureau has been
supporting people and organisations to do better
business, so they can create a bigger social impact.
The driving force behind CBB is a vision to support the
not for profit sector to achieve its social objectives.
We work as partners with our customers, united by
our common purpose to make a positive impact on
communities facing disadvantage.
Our reach and impact
When the not for profit workforce has well-developed
business skills, and knows how to apply them for social
impact, they can get more done for communities in need.
For more than 20 years we’ve been operating as a not
for profit social enterprise, growing to a team of over 50
staff and serving more than 500 organisations around
Australia - from small groups working at the “grass
roots”, to large, established organisations.
We intend to grow our national footprint and increase
our reach to help even more not for profit organisations
do better business.
Contents
04 Meet the board
05 Chairperson’s report
06 CEO’s report
08 Highlights of the year
10 Salary packaging review
12 Consulting review
14 Our national client base
16 Social impact
18 Our partners’ achievements
4 | Community Business Bureau
Meet the board
Previous board members
Aaron Chia
Chairperson
Elizabeth Davis
Deputy Chairperson
Michelle Cox
Treasurer
Gregg Ryan
Board Member
Finance, Risk & Audit Committee Member
Kaye Smith
Board Member
Finance, Risk & Audit Committee Member
Diana Blundell
Board Member
(April 2013 - Oct 2018)
Matt Lloyde
Board Member
(Feb 2015 - June 2019)
Annual Report 2018/19 | 5
Chairperson’s report
In 2018/19 the CBB Board agreed on a new strategic
plan, Better business, stronger communities. This strategy
consolidates our position in championing best business
practice to deliver social impact. We will continue to
deliver our strategic objectives through our three key
programs of salary packaging, business consulting and
professional development for sector personnel.
Growth in our business allows us to increase our impact
by reaching more of the organisations that need us.
This year we have provided services to over 525 salary
packaging clients, including 61 new organisations, and
58 consulting clients. The consistent message from our
clients is the value that they place on our commitment
to work in partnership alongside them, supporting the
development of their organisations and the sector as
a whole. Our investment in engaging directly with our
client organisations is reflected in the proportion of their
employees who salary package with CBB, which is well
above the industry average.
Our business consultants have built a strong reputation
for their work in supporting disability service providers
to transition to NDIS, and this has led to additional,
and more complex, consulting projects, funded by
the Government of South Australia and by individual
organisations on a fee for service basis. The experience
we bring through these projects has allowed us
to strengthen our support for the sector through
professional development activities such as our ExecNets
and Foreword blogs, providing high quality information
and networking opportunities for sector professionals.
As we close out 2018/19, I would like to thank Matt
Lloyde and Diana Blundell, both of whom resigned from
the Board during this period, for their years of service to
CBB. Thank you to our Board members and Committee
Chairs who continue to contribute their valuable time,
high quality advice and guidance to the leadership of
CBB.
I would also like to thank our CEO Andrew Stewart and
the CBB staff team for their continued outstanding work
and commitment to Australia’s not for profit sector.
Aaron Chia
Chairperson
Growth in our business allows us to increase our impact by reaching more of the organisations that need us.
...The experience we bring through these projects has allowed us to strengthen our support for the sector...
““
6 | Community Business Bureau
In 2018/19 we developed a new strategic plan that
strengthens our commitment to build the business
capability of the not for profit sector. This will be achieved
through our salary packaging and consulting services,
and via professional development opportunities for sector
personnel.
Part of this strategic plan is a commitment for CBB to
‘walk the talk’ when it comes to applying sound business
practices to our own organisation. We have had many
opportunities this year to walk alongside organisations as
they work through transformative change and growth,
just as we continue to grow our business.
We advise our consulting clients to ensure that they have
sound business processes, and the right resources in place
so that they can scale effectively and efficiently. For CBB,
walking the talk has meant investing in our own business,
to ensure that we continue to provide excellent customer
service whilst we grow our client base nationally.
We opened an office in Darwin, recruiting a new
relationship manager who is dedicated to managing our
business in the Northern Territory. We restructured our
operations team and invested in new technologies to
ensure that we continue to provide accurate, timely and
high quality services to our increasing volume of salary
packaging customers.
Our consulting business secured an extension to our
contract with the Government of South Australia to
provide NDIS transition support to disability service
providers. This enabled us to work intensively with a small
number of organisations, across their business. At the
end of the year we launched a new program to support
community-based organisations to apply for disability
inclusion grants. This program is funded by the South
Australian Department of Human Services through its
NDIA Community Inclusion and Capacity Development
Grant, and will continue into 2019/20.
We look forward to 2019/20, knowing that we are
well positioned to support the not for profit sector as it
continues to be challenged by disruptive change in the
operating environment.
Andrew Stewart
Chief Executive Officer
CEO’s report
For CBB, walking the talk has meant investing in our own business, to ensure that we continue to provide excellent customer service whilst we grow our client base nationally.
““
Annual Report 2018/19 | 7
8 | Community Business Bureau
Highlights of the year
Improvements to technology and
processes
We have continued to invest in our IT systems and processes in order to cater
to our customers’ needs. The last year has seen the introduction of online bookings
for sign up appointments (allowing customers to select a time which suits
them), as well as the use of CSV files to streamline processing,
reducing client effort.
New office opened in the NT
As part of our mission to provide the highest level of customer
service to our clients, we now have a dedicated local Relationship
Manager to service the “top end”.
Welcome Mitch Amidy!
62 new clientsCBB was thrilled to
welcome 62 new client organisations who signed up for salary packaging
over the last year.
Annual Report 2018/19 | 9
High levels of client renewals
98% existing client organisations renewed their salary packaging contracts
with CBB across 2018/19.
Influences include CBB’s knowledge and understanding of the community sector, as well as the fact that CBB is
a not for profit.*
*Results from CBB’s 2018 Client Survey.
Working with organisations
across Australia, not just the big cities
CBB is delivering on our promise to work with clients of all sizes in all locations, with over a third (37%)
of our clients being located in regional and remote areas.
Growth in salary packaging
customers
Over 2018/19, we’ve seen a growth of 8.25% in salary packaging customers, with customers
recognising the value in quality service delivery.
10 | Community Business Bureau
Salary packaging review
A continued focus on customer experience through
2018/19 saw CBB’s salary packaging client renewals
achieve an outstanding 98% retention rate. Further to
this, we experienced a record number of 62 new clients
commencing with CBB, 73% of those sitting across SA,
NSW and the NT.
Continuous change in the packaging provider landscape
through mergers and acquisitions has contributed to our
success in 2018/19, with our not for profit clients looking
to partner with a provider that can deliver on service and
customer experience.
Our survey results support that not only does CBB deliver,
but so do our partners. From our customer care team
service levels, through to our card supplier and partner
Beyond Bank Australia’s satisfaction levels, the experience
with CBB is proven to be one which is highly customer-
centric.
Highlights through the year include:
�We gave customers 24/7 access to book their sign-
up appointment through our online booking system.
�CBB established a permanent office in the Northern
Territory, due to a significant client portfolio
and continued growing client interest. This has
allowed us to continue to provide a high level of
service across the many local and remote clients,
contributing to our incredible retention and growth
rates.
�We brought together our internal admin and
support functions, thus providing our clients with an
accessible and consistent payroll and finance support
team. We also launched a new system to help
streamline the payroll process across more than 500
of our clients.
Jo Swingler
General Manager, Relationships & Customer Care
2013/14 2014/15 2017/182015/16 2016/17
Attraction and retention
New clients
Non renewals
2018/19
Annual Report 2018/19 | 11
88%Customer service level
96% 98% 96% 98%Satisfied about information provided to begin salary packaging
Satisfied that enquiries are dealt with in a friendly, courteous manner
Beyond Bank cardholders are satisfied to very satisfied
Ability to get through to CBB via phone easily
People love talking with our friendly customer care team
Sector representation
Community 22%Indigenous 22%
Health 18% Aged Care 11%
Disability 8% Education 6%
Welfare 3% Other 10%
80.7%of eligible
employees
salary packageIndustry average of 75%
3.2% Abandon rate
Salary packaging cards
Additional benefits
CBB Rewards Club
Same day processing
Award winning bank
Smart phone app
VISA paywave
12 | Community Business Bureau
Consulting review
Our consulting team continues to support organisations
to transition to NDIS. We started 2018/19 with an
extension to our NDIS Transition Program, funded by the
Government of South Australia’s Department of Human
Services under the Commonwealth Sector Transition
Fund. The extension funded transition support for
supported residential facilities, and for a small number
of organisations who were late entrants to the program.
It also included further, more intensive consulting
support for a small group of disability service providers
from the original program. This involved working across
our consulting team to support organisations with
strategic and corporate plans, financial models, people
and culture change and marketing their services. With
the introduction of the NDIS Quality and Safeguards
framework in South Australia in July 2018, this work also
included support for organisations to understand the new
quality standards and auditing arrangements.
Towards the end of 2018/19, we launched a new
program under contract with the Government of South
Australia. ILC Ready will work with organisations in
South Australia to increase the inclusion of people
with disabilities in our communities. Funded by the
NDIA’s Community Inclusion and Capacity Development
Grant, this program will provide free support for South
Australian organisations to plan projects with a focus on
disability inclusion, helping them to prepare for funding
applications under the NDIS Information, Linkages and
Capacity Building grant programs.
Alongside these program approaches funded by state
government, we continue to provide fee for service
consulting to individual client organisations. Market
analysis has been a key theme of client commissioned
projects this year. With a market now driven by individual
consumer choice and control, organisations need strong
data analysis to understand the market size, competitor
environment and their potential market share. Our
market analysis is informing client decisions about their
target markets, service offering and growth plans.
As organisations experience growth and transitions,
they are recognising the need to get their business
foundations in order and this has been another trend
in client projects, across community services. We are
working with clients on reviewing their financial position
and getting meaningful budgets and reporting in place,
and on updating position descriptions and employment
contracts to reflect their organisational growth and
development. For our consultants, it is rewarding to
see our clients, some of whom we’ve worked with
over several years, increase the sophistication of their
corporate functions in parallel to growing the impact they
deliver in their communities.
Jane Arnott
General Manager, Consulting & Business Services
58 organisations
70 projects
(across our NDIS program and individual client projects)
Annual Report 2018/19 | 13
We have worked with CBB on a range of services
over many years, and we are proud to continue our collaboration with
CBB for the 2019 Sustainability, Resilience & Leadership NFP Forum in the Northern
Territory. Their professionalism and commitment to helping other NFPs achieve their social objectives
is commendable. As a not for profit organisation, we also use their services in salary packaging. It is important to us that we engage with like-minded enterprises that are committed to their focus of
building the capacity and sustainability of the not for profit sector.
Evelyn O’Loughlin
CEO
Volunteering SA&NT
I have been impressed by the work CBB have been
doing in helping Disability Service Providers transition to operating
in the National Disability Insurance Scheme and many of our members view them as a valued partner in the
transformation process.
Peter Hoppo
State Manager SA
National Disability Services
14 | Community Business Bureau
National client base
525+client organisations
1200+client locations
“CBB help our staff to access salary packaging benefits.
Through the entire process, our team are supported
and guided by their dedicated staff. With their help,
setting up salary packaging for our staff is easy, quick
and simple!
Luke Mason, Executive Manager of Business Services
Ronald McDonald House Charities Western Australia
Annual Report 2018/19 | 15
“
“ CBB staff have always been supportive, and promptly respond anytime
any of our staff have had a query in regards to their salary sacrificing
package. The advice given is accurate, helpful and staff are always very
responsive and courteous at all times. The CBB website is very user
friendly. We as an Association, and individuals are very happy with our
dealings with CBB and would definitely recommend to others.
John Berto, Chief Executive Officer
Jawoyn Association Aboriginal Corporation
The relationship between CKAHSAC and CBB has been a friendly and
courteous experience for the organisation and our staff. CBB are
always readily on hand to assist with new staff or current staff changes.
They keep it simple and they are an absolute pleasure to work with.
Zell Dodd, Chief Executive Officer
Ceduna Koonibba Aboriginal Health Service
“Investing in our staff plays a huge part in maintaining a positive
culture within our organisation. By partnering with CBB, we
are able to attract and retain a highly skilled workforce and
ensure they are supported financially through access to salary
packaging benefits. This is certainly a very attractive incentive
and well utilised by our staff members.
Ann Owen, Chief Executive Officer
Foster and Kinship Carers Association NT Inc
“ Kurri Kurri Community Services Ltd (KKCS) was looking to improve its employee
offering, to attract and retain the best staff. This is no easy feat in the Not-for-Profit
sector, so value above the base money paid needs to be added. The partnership
with CBB was the right choice, as they understand our sector and staff, share our
community-minded values and have a passion for customer service. The CBB and
Beyond Bank partnerships are setting KKCS and our staff up for a bright future.
Jerome Coleman, Chief Financial Officer
Kurri Kurri Community Services Ltd
16 | Community Business Bureau
Social impact
Support for organisations
Giving back to our clients
Giving back to our clients is easily one of the most
rewarding parts of our job. In 2018/19, we contributed
$18,607 to programs and initiatives to help our salary
packaging client organisations enhance employee
attraction, retention and development though award and
recognition programs.
Free BoardMatch service
BoardMatch is a free service which supports not for profit
organisations to find suitable candidates for their board
vacancies. Vacancies are listed on CBB’s website and
promoted via our social media accounts. This year our
unique service allowed 24 NFP organisations to advertise
30 positions vacant, with many successfully being filled.
Professional development
Our support for the professional development of people
working in the sector spans a wide range of activities:
ExecNet events
This year, we held two Adelaide ExecNets with an NDIS
focus, involving interstate speakers Prof. Bruce Bonyhady,
Executive Chair and Director of the Melbourne Disability
Institute, and inaugural Chair of the National Disability
Insurance Agency (August 2018) and Prof David Gilchrist,
Professor of Accounting and Convenor of Not-for-Profits
UWA Research Group at the University of Western
Australia (June 2019). We also held a HR ExecNet with
a panel of local sector leaders, for a discussion on talent
management. Each event sold out - a total of 170 tickets.
As part of our commitment to growing the business
capability of the not for profit sector, we continue to
provide information and networking opportunities to
the sector through our digital content and our face to
face events.
In 2018/19 we conducted an independent review of
CRM systems marketed to NDIS providers, in response
to the high numbers of client organisations who are
looking to increase business efficiency through more
effective use of technology. The process involved a
range of CRM providers offering web-based system
demonstrations to a reference group of our clients
and stakeholders. This project was completed pro
bono – at a market value of $30,000 in consultant
time. The resulting report comparing CRM systems
has been downloaded from our website by over 200
organisations.
In addition, we continue to distribute NDIS updates on
data, pricing and policy change, and provide monthly
Foreword blogs covering a range of topics. We have
developed a collection of our Foreword blogs into two
handbooks, also available from our website.
Total Community Development Program contribution for 2018/19
$196,725*Including staff donations
Annual Report 2018/19 | 17
Conferences and events
We continue to support and engage in other professional
development events for the sector through exhibiting at
or sponsoring the following events:
� ACSA (SA) Awards night 27 July 2018
� Autism SA STAR Awards Night 27 July 2018
� Better Boards Conference 9-12 August 2018
� ACSA Summit 6 September 2018
� SACOSS Treasurer’s Breakfast 14 September 2018
� Anglicare Summit 16 Sepmber 2018
� Volunteering SA/NT AGM 25 October 2018
� ACSA (WA) Christmas Breakfast 11 December 2018
� Maroba Nurses Day 7 May 2019
� NDS Disability at Work Conference 20 June 2019
� SACOSS Treasurer’s Breakfast 25 June 2018
CBB also worked in partnership with Volunteering NT
and the Fundraising Institute of Australia by sponsoring
the NT NFP Forum; a one day conference held in Darwin.
With a theme of Sustainability, Resilience, Leadership the
event included excellent local and interstate speakers.
Keith Fulton Memorial Scholarships
An inaugural CBB Board Member, Keith Fulton was
strongly committed to the work of the community
sector and a great believer in lifelong learning. Our
Memorial Scholarships are aimed at enhancing the skills
of leaders in the community sector. CBB awards two half
scholarships to not for profit leaders to support their
fees for the Governor’s Leadership Foundation course
provided by the Leaders Institute of South Australia.
In 2019 we provided scholarships to:
� Scott Mosen, Director Business Development and
Innovation at the National Heart Foundation
�Mel White, Executive Officer at Southern
Volunteering SA
Financial support
Funding is a never-ending challenge for most not for
profits and both CBB and our employees continue to give
both time and money to organisations.
Charity champions fundraising program
Charity Champions is CBB’s staff-led fundraising program.
Each quarter a different CBB team organises an activity
with the view to raising money for the team’s chosen
charity. This year CBB’s staff raised $1,494.40 which
was then matched dollar for dollar by CBB’s Community
Development fund to make a total of $2,988.80.
Staff chose the following organisations to benefit from
the program over the past year:
� Connecting Foster & Kinship Carers SA Inc
� Adelaide Koala & Wildlife Hospital
� Lion Hearts Learning
Casual day recipients
On the last Friday of each month, CBB holds a casual day,
with staff donating a gold coin (or two) to wear casual
clothes. This year the organisations that received these
funds were:
� Skylight
� Foodbank WA
� Heart & Soul Group
In total, our casual days raised $742.60 which was then
matched by CBB through our Community Development
fund for a total of $1,485.20.
Staff volunteering
Our staff are passionate about the not for profit sector
and demonstrate this through volunteering. CBB
encourages and supports this commitment, and in
2018/19 our employees gave over 1065 hours of their
time. Activities include packing Christmas hampers,
working as board members, fundraisers, blood donors,
school volunteers, sport coaches, mentors and more.
18 | Community Business Bureau
Beyond Bank
Beyond Bank Australia is one of the nation’s largest customer owned banks. As a customer
owned bank our profits are reinvested back into the business and redistributed to our
customers through better products, services and competitive interest rates.
The focus and purpose of Beyond Bank will always be on our customers and the community,
since 2007 through our Foundation and community development programs we have
contributed over $25 million back to the community.
The last financial year Beyond Bank has seen a solid growth across all products and services
and completed the year with total assets over $6 billion.
As we move into the next year and next decade we will continue our commitment to
building better and stronger communities.
Statewide Super
For the second year in a row, Statewide Super has been awarded the highest 5-Star
Rating from CANSTAR*, Australia’s largest consumer financial comparison site, for
providing exceptional value to their members.
If you’re interested in learning why over 146,000 South Australians and Territorians
choose Statewide Super, visit www.statewide.com.au
*CANSTAR 5 Star Rating 2019 – www.canstar.com.au/star-rating-reports/superannuation.
Ratings are only one factor to be taken into account when deciding whether to invest in a
financial product.
Statewide Superannuation Pty Ltd ABN 62 008 099 223 (AFSL 243171) Trustee and RSE Licensee
of Statewide Superannuation Trust ABN 54 145 196 298 (“Statewide Super”). In deciding
whether to acquire, or continue to hold, a Statewide Super product, please consider the
applicable Product Disclosure Statement (PDS) available at statewide.com.au or by calling 1300
65 18 65.
Our partners’ achievements
Annual Report 2018/19 | 19
StreetFleet
StreetFleet continues to be an Industry Supporter of the National Disability Services and its
members nationwide.
The ongoing sharing of disability modified vehicles between our clients has been possible
with our fantastic initiative CARL, an online vehicle sharing portal. More information
available here: www.carlride.com
This unique offering has been very welcomed in the not for profit sector. By sharing
vehicles, not for profits can increase fleet utilisation whilst providing more flexible transport
options to the disability sector.
A Corporate Partner of CBB, StreetFleet are conscious of our social responsibility and
continue to give back to the community with the following annual sponsorships:
� The Barkuma Transition Program and Biz Quiz
� Amelia Rix Award for Community Bridging Services
� Corporate Sponsor for Southern Cross Care Golf Day
� SCOSA Quiz night
� Autism SA STAR Awards
� Community Living Australia Foundation Golf Day
� National Disability Services Essential Briefings SA & VIC
� Baptist Care SA Carols In The Park
� Northern Territory Not For Profit Forum incorporating CBB, Volunteering SA & NT
and FIA
For our novated clients, recent enhancements to our 24/7 online driver portal mean that
the portal is now much easier to navigate and makes claiming expenses on the go quick
and easy.
Other StreetFleet benefits to our services include:
� The recent addition of online accident management
� Discounted fuel at over 90% of fuel stations around Australia via Wex Motorpass
� Dedicated direct line for roadside assistance
� Mobile Tyre Services for our Fleet clients
We remain a close Corporate Partner of CBB and are excited to continue to grow our
networks together.
ABN: 57 098 352 150
Adelaide | Perth | Darwin | Melbourne
Phone: 1300 763 505
Email: [email protected]
cbb.com.au