Customer Relationship Managenemt

Customer Relationship Managenemt

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Customer Relationship Management

GENERAL

The purpose of a Cabinet submission is to obtain Cabinet’s approval for a course of action. Ministers may not have extensive technical knowledge of the subject matter – and may have competing calls on their time. It is, therefore, important that Cabinet submissions are presented in a consistent format and issues are explained concisely to facilitate effective decision making.

10 pages or fewer

• The Cabinet submission including the cover page must have fewer than 10 pages (this does not include attachments)

• Be concise – stick to key points

• Avoid long, complicated sentences and paragraphs

• Use everyday language

• Avoid technical terms, jargon and extensive descriptions of process

• Build arguments step by step

• Do not repeat information

Follow the template

• the template must note be altered in any way and headings must not be deleted

• If a section is not relevant to your submission, write ‘Not applicable’

• include all standard tables – and do not delete tables

• use section 7 ‘other impacts’ to create additional subsections

Formatting

• Prepare the submission in Microsoft Word only

• top and bottom page margins = 2 cm

• left and right page margins = 2.5 cm

• header = 1 cm

• footer = 1.25 cm

• font: Arial size 11 font for body text, Arial size 14 for headings and Arial size 12 for analytical sub-headings
• number on each page and paragraph, except for paragraphs on the cover sheet.

List Style

Use the correct list styles:

For a recommendation use:

i.)

ii.)

a)

Guidelines for Cabinet Submissions                                                                                                                     1

Elsewhere use:

2.1

3.1

3.1.1

Avoid overly complex lists. Use a sub-paragraph (e.g. 2.1.1.) instead of a bullet point where appropriate. Introduce the list with a proper introductory clause and make sure that:

• full sentences are grammatically correct

• in a list sentence fragment, the verb agrees with that used in the introductory clause (for example: “At the end of the project pilot phase, the steering committee must: (a) provide an account of the number of homes insulated during the pilot phase; (b) calculate the cost of insulating each home during the pilot phase; and

(c) develop a business case for the full project to be completed in the remainder of the State”.

Guidelines for Cabinet Submissions                                                                                                                        2

COVER PAGE OF SUBMISSION

Title

Cabinet / Committee

Minister

Cluster

Date of submission

• Be concise and specific:

• Good example: ‘Sydney Cargo Terminal Site: Government response to the Legislative Council Committee’

• Bad example: ‘The NSW Government’s Response to the Legislative Council’s Select Committee report and Recommendations for the future use of the Sydney Cargo Terminal site’

• Use a title that is not the same as, or very like, another proposal (as in separate proposals to amend the same legislation).

• To amend existing legislation, include the principal Act in the submission title:

Local Court Act 2007 = Amendments to …

If there is no principal Act, use ‘Miscellaneous amendments’ in the title:

Courts Legislation – Miscellaneous amendments to …

If the submission is being prepared for Cabinet, simply state Cabinet. If the submission is being prepared for a Committee, use the Committee’s short name (such as Expenditure Review Committee).

Use this format for the Minister’s name:

• Hon <First name> <Last name> MP or MLC

• Enter portfolio after Minister’s name (only use the portfolio relevant to the submission)

If it is a joint submission, list first the Minister with prime responsibility.

Enter the full name of the cluster responsible for the submission.

Enter the date this version of the submission is uploaded to eCabinet.

Do not enter the date of the scheduled meeting.

Status

Relationship to previous decisions

Identify if the submission is ‘Draft’ or ‘Final’.

Enter the:

• date

• reference number

• title of any related Cabinet decisions.

Specify how your submission relates to those decisions, such as:

• ‘Implements previous decision to …’

• ‘Supplements previous decision to …’

• ‘Reverses previous decision to …’

Guidelines for Cabinet Submissions                                                                                                                    3

If there are no related decisions, put ‘Not applicable’.

Priority	Give the priority using one of these six options:
		Legislative
		A	Minister considers legislation must be passed in the current or
			upcoming parliamentary session
		B	Minister would like legislation passed in the current or upcoming
			parliamentary session
		C	Minister would like legislation passed in next 6–12 months

Non-legislative

A	Time critical
B	Minister would like matter considered in next 2 months
C	Minister would like matter considered in next 6 months

	Specify any critical deadline and briefly outline why.
Financial impact	Use ‘Yes’ or ‘No’.
Legislative change	Use ‘Yes’ or ‘No’.
Regulatory impact	Choose one of these options:
	•	‘Increased (Justified)’
	•	‘Decreased’
	•	‘Not quantified’
	•	‘No impact’.
Submission type	Identify the submission type from the options given.
	If the options on the cover sheet do not exactly describe your
	submission, choose the most relevant ones.
Contact	Give the name, position and phone number of the agency contact
	officer who is available to answer any questions about the content
	of the submission from across the sector.

Give the name of the contact officer in the Minister’s Office.

Submissions                                                                                                                           4

Recommendation(s)

template

Start with either:

• ‘It is recommended that Cabinet: …’ or
• ‘It is recommended that the Cabinet Committee on <topic>…’

Start a Bill submission with:

‘It is recommended that Cabinet approve the introduction of the <short title of Bill>, which will …’

Use the following style list:

For a recommndation use:

i.)

a)

Be concise

The wording of the recommendation forms the draft Cabinet decision.

Give an action for Cabinet to take: ‘… that Cabinet:

• Approve …

• Endorse …

• Note…(used sparingly and only where necessary) Do not recommend that Cabinet ‘agree’.

Focus on the main elements

Cover significant matters of principle, but not the minor or technical detail. For instance, if proposing new legislation, include significant policy issues but not mere machinery or consequential provisions.

Write stand-alone recommendations

Recommendations need to be read and understood as a stand-alone section. An endorsed recommendation forms a Cabinet decision.

Do not write a recommendation that wholly refers the reader to another part of the Cabinet submission or any other document, for example to an attachment. Always ensure the essential policy decisions are captured in the text of the recommendations.

If seeking approval for a Bill to be prepared, include enough detail to authorise the Parliamentary Counsel to draft the Bill consistent with Cabinet approval. When preparing a submission to approve legislation, avoid prescribing the way particular sections or clauses of legislation should be drafted. Only set out the actual policy effect of changes. It is important to provide Parliamentary Counsel flexibility to draft legislation to give effect to a Cabinet decision. If seeking approval to introduce a Bill already drafted into Parliament, use the Bill submission introduction.

If the Bill has not been drafted in line with Cabinet’s earlier approval, then seek approval for the variation(s).

Guidelines for Cabinet Submissions                                                                                                                       5

Purpose of the Submission

Provide a succinct summary

In half a page or less, summarise:

• the main purpose
• the reasons for the proposal
• why it is a government priority.

Get to the point immediately (for example: “This Submission seeks approval to ”)

Avoid telling the story by reference to process (for example: “In 2014, a steering committee was established to investigate…”

Emphasise what is new about the policy and what it is designed to do.

Consider moving content to another section if it is more than half a page.

Proposal

Give a clear evidence-based outline

Outline the proposal with supporting analysis. State concisely:

• the problem to be addressed, describing how the proposal will address it

• other options considered, explaining why the preferred option is the most effective and/or gives best value for money

• the key steps, deliverables and timeframes in implementing the proposal, with the governance arrangements

• any consequences if action is deferred or not taken.

Explain why the matter is a priority

Briefly explain why the matter is a government priority.

Include links to or departures from previous Cabinet decisions or directions.

Meet any ERC requirements

If the Cabinet Committee on Expenditure Review (ERC) will consider the proposal, show how it complies with both:

• Treasury business case needs

• NSW Government Evaluation Framework evaluation planning needs)

Guidelines for Cabinet Submissions                                                                                                                           6

Strategic Merit

Briefly justify the strategic merit of the proposal, with reference to categories in the table below.

Will the proposal	Report ‘Yes’ or ‘No’ as appropriate. If ‘Yes’, identify the relevant
contribute to a	Premier’s or State Priority and briefly explain how the proposal will
Premier’s Priority or	contribute to the priority’s target.
State Priority target?
Will the proposal help	Report ‘Yes’ or ‘No’ as appropriate. If ‘Yes’, identify the relevant
to deliver on another	objective, election or charter letter commitment or statutory requirement,
Government objective,	as appropriate. Briefly explain how the proposal will help to deliver on
election or charter	the objective, commitment or statutory requirement.
letter commitment or	For example, other Government objectives might include: aspects of
statutory requirement?	Government strategy, published policy, a previous Cabinet decision or
	direction, or statutory requirements might include delivery of a law
	enforcement or regulatory function.

Consultation

External stakeholders

Identify external stakeholders who have been consulted or are known to have a view.

Outline their position and briefly describe how any issues are addressed.

External stakeholders include:

• the public, including community groups
• industry
• the Australian Government
• other jurisdictions.

Consult with

NSW Government agencies

Draft submissions must also:

• identify agencies consulted to date
• outline each agency’s position
• briefly describe how any issues are addressed.

Consult with DPC, Treasury and directly affected agencies. Also consult with the Department of Justice if the proposal involves legal policy issues or new offences, penalties or enforcement powers.

Final submissions must highlight major issues that clusters raised during any draft submission stage and specify how they were resolved.

You can use the template’s standard table style to show this.

Risks and mitigation

Do a clear risk analysis

Guidelines for Cabinet Submissions                                                                                                                           7

Identify and assess key risks or challenges, particularly if relevant to these areas:

• assets
• business continuity
• compliance and regulation
• contracts
• finance
• governance
• ICT
• implementation
• legal
• management and administration
• resources including human resources
• safety and security
• stakeholder relations.

Complete the risk table (do not remove the table)

Do not leave any cells blank – use ‘Nil’ or ‘0’ as needed.

You may also wish to note risks and challenges of alternative options

Description of risk		Risk rating			Mitigation strategies
Briefly describe the risk.		Rate the risk as High,			Specify strategies or controls to
		Medium or Low.			mitigate the risk, especially for a High
		If ERC will consider the			or Medium rating.
		proposal, you must:
		§	estimate the dollar
			value
		§	assess the likelihood
			and consequence of the
			risk occurring.

You can also include this in

all submissions.

Financial impact

Detail financial resources, impacts and risks

In the numbered paragraphs, identify:

• the resources needed to implement the recommendations
• how costs will be accommodated within the agency or cluster budget.

Analyse the financial impacts and include:

• impacts on the government and the community
• any disproportionate impact on particular groups of people.

Guidelines for Cabinet Submissions                                                                                                                           8

Include information about significant financial impacts beyond the forward estimates, contingent liabilities and whether the proposal is fully offset.

Note an significant risks with costings