Program 4.2: Commonwealth Courts Registry Services
The registry services functions for the Courts and Native Title Tribunal are amalgamated into a single program under Outcome 4 (Program 4.2) known as the Commonwealth Courts Registry Services (also known as Court and Tribunal Services).
This provided an opportunity to shape the delivery of administrative services and stakeholder support across Courts in a more innovative and efficient manner. A continued focus on maximising registry operational effectiveness through streamlined structures, such as the implementation of a national virtual registry and digital innovations will significantly contribute to the future financial sustainability of the Courts.
This national approach ensures that the quality and productivity of registry services is the very best it can be, by building consistency in registry practice across all court locations and expert knowledge to support the important work of the judges and registrars.
In the 2024–25 financial year, planned replacement and upgrades of key business applications will improve service delivery outcomes for court users.
Figure 3. Court and Tribunal Services organisation structure.
Performance and key activities
Purpose
To provide efficient and effective registry services to the Commonwealth Courts and Tribunals to support them in achieving their purposes and achieving their key activities.
Outcome
Improved administration and support of the resolution of matters according to law for litigants in the Federal Court of Australia, the FCFCOA (Division 1) and FCFCOA (Division 2), and parties in the Native Title Tribunal through efficient and effective provision of shared corporate and registry services.
Guiding principles
- Deliver efficient registry services to each Commonwealth Court and Tribunal.
- Build a service-oriented and digitally knowledgeable workforce.
- Deliver a consistent registry service experience to all users.
- Improve access to justice.
Key activities
For 2024–25 (and the outlook period through to 2028), Registry Services will progress the following key activities:
Table 7. Program 4.2 key activities, 2024–25 to 2027–28.
Key activities | 2024–25 | 2025–26 | 2026–27 | 2027–28 |
|---|---|---|---|---|
Design a new service model for integrated registry services in support of jurisdictional strategic priorities. | x | x | x | |
Implement business process changes to complement and leverage the Digital Strategy. | x | x | x | x |
Uplift client service capability through knowledge management and training. | x | x | ||
Support specialisation where that creates efficiency and improved service outcomes. | x | x | ||
Enhance Contact Centre systems and capability. | x | x | x | |
Increase data maturity and data-driven decision making. | x | x | x |
2024–25 significant initiatives
- Upgrade the telephony system to improve caller experience and resource management.
- Upgrade the wiki system used for enquiries and build a national registry knowledge base.
- Implement a standardised national approach to training delivery.
- Develop a strategic recruitment strategy to support optimal service delivery.
- Develop greater capability for data informed decision making and quality assurance practices.
- Develop a business case for a workforce management solution.
- Work with the courts to develop enhanced practices and processes that ensure the safety of litigants, particularly in the family law jurisdiction.
Performance measurement
The key outcome measure is contained in Outcome Four (Programs 4.1 and 4.2) of the Portfolio Budget Statements. That is, improved administration and support of the resolution of matters according to law for litigants in the Federal Court of Australia, the FCFCOA (Division 1), the FCFCOA (Division 2) and parties in the Native Title Tribunal through efficient and effective provision of shared corporate and registry services. Performance against these goals is reported in the Listed Entity annual report.
Performance measureGoal 1 – All information and service provided by registry services is high quality, timely and meets the needs of clients. |
Planned performance result2024–25 – At least a 90% customer enquiry satisfaction rate. 2025–26 – At least a 90% customer enquiry satisfaction rate. 2026–27 – At least a 90% customer enquiry satisfaction rate. 2027–28 – At least a 90% customer enquiry satisfaction rate. |
RationaleConsistent, timely and accurate advice to clients is essential for high quality service delivery and supports the ability of the judiciary and support staff to operate efficiently and effectively. |
Methodology/sourceThis will be measured by a post-call survey: achievement of 90% satisfaction rating of 4/5 or 5/5 of surveyed clients. |
Performance measureGoal 2 – Timely processing of documents. |
Planned performance result2024–25 – 75% of documents processed within two working days. 2025–26 – 75% of documents processed within two working days. 2026–27 – 75% of documents processed within two working days. 2027–28 – 75% of documents processed within two working days. |
RationaleEfficient processing of documents is essential for the efficiency and quality of the conduct of hearings and provision of quality service to clients. |
Methodology/sourceThis will be measured by a report from the Case Management Database of the percentage of documents processed within two working days. |
Performance measureGoal 3 – Efficient registry services. |
Planned performance result2024–25 – All registry services provided within the agreed funding levels. 2025–26 – All registry services provided within the agreed funding levels. 2026–27 – All registry services provided within the agreed funding levels. 2027–28 – All registry services provided within the agreed funding levels. |
RationaleEnsure a sufficient level of staffing resources to provide a range of high-quality registry services at each registry location (e.g. to process documents, answer client enquiries and provide courtroom support). |
Methodology/sourceThis will be measured by regular provision and analysis of financial and budgetary reports to ensure all registry services are provided within agreed funding levels. Staff performance will be monitored through the management structure and the performance review process. |
Measures of success
- Effective and efficient use of available resources.
- Improved registry leadership and service delivery capability.
- Quality, timely and consistent information for all court users across all Courts and the Native Title Tribunal.
- Maximised benefits of nationalised service delivery.
- An environment that focusses on safety for court users experiencing family violence.
- Maximised efficiency in managing national enquiries.
- Enhanced access to justice services through digital technologies.
- Realise the benefits of CourtPath and the Digital Court Program.
- Effective digital litigation support provided to the judiciary, profession and litigants.
