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

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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


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...

““


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.

““


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.


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.


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


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


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)


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


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


“

“ 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


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


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.


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


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

annual report 2018/19 - community business bureau · linkedin: community-business-bureau about...

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