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Annual Report2019-2020HealthSupportServices
ABN: 76 887 543 297Registered Offices81 St Georges TerracePerth WA 6000Ph: 08 6444 5000Level 16 and 18140 William StreetPerth WA 6000GPO Box 8545Perth Business Centre WA 6849State Distribution Centre632 Karel AvenueJandakot WA 6164Ph: 08 6145 4600The Health Support Services Annual Report 2019-20 was published by Health Support Services, October 2020.This publication is available on the Health Support Services website at www.hss.health.wa.gov.au. Health Support Services makes every attempt toensure the accuracy, currency and reliability of the information contained in this publication. However, changes in circumstances over time may impacton the veracity of this information.Accessibility: This publication is available in alternative formats upon request.
ContentsStatement of compliance2Overview of agency3Executive summary4Spotlight on HealthNext8Business Plan 2019-219Operating model10Performance highlights11How we supported the WA health system in 2019-2016Operational structure18Executive team as at 30 June 202020HSS roles and responsibilities26Performance management framework31Outcome-based management framework31Changes to outcome-based management framework31Shared responsibilities with other agencies31Disclosure and compliance41Independent auditor’s report42Certification of financial statements44Financial statements45Audited key performance indicators for the yearended 30 June 202089Key Performance Indicators90Ministerial Directives96Other financial disclosures96Employee profile 2019-2097Industrial relations98Employee development98Workers compensation100Pecuniary interests101Unauthorised use of purchasing cards101Summary of boards and committee remuneration102Expenditure on advertising102Agency performance32Disability access and inclusion plan outcomes102Report on operations33Compliance with public sector standards and ethical codes104Summary of key performance indicators34Freedom of Information105Recordkeeping plans10535Substantive equality106Current and emerging issues and trends36Occupational safety, health and injury management107Changes in written law40Work Health and Safety Targets108Significant issuesHealth Support ServicesAnnual Report 2019-20201
Statement of complianceHon Roger H COOK BA GradDipBus MBA MLADeputy Premier; Minister for Health; Mental HealthDeputy PremierIn accordance with section 61 of the Financial Management Act 2006 (WA),we hereby submit for your information and presentation to Parliament, theAnnual Report of Health Support Services for the financial year ended30 June 2020.The Annual Report has been prepared in accordance with the provisions ofthe Financial Management Act 2006 (WA).2Michael WalshBoard ChairMargaret PyrchlaDeputy Board ChairHealth Support ServicesHealth Support Services01 October 202001 October 2020Health Support ServicesAnnual Report 2019-2020
Overview ofagencyHealth Support ServicesAnnual Report 2019-20203
Overview of agencyResponding to COVID-19The emergence of COVID-19 created a number ofsignificant challenges for us as the shared serviceprovider for the WA health system.Similar to many organisations, we had to operate in anenvironment that was volatile, uncertain, complex andambiguous – for which there was no precedent to referto as part of our response.Robert TomsChief ExecutiveMichael WalshBoard ChairExecutive summaryOn behalf of the Board, executives andemployees of Health Support Services(HSS), we are proud to present the2019-20 HSS Annual Report.This financial year has been highlightedby our collective response to theglobal COVID-19 pandemic and theachievement of several significantmilestones for our customers and ourpeople.4Health Support ServicesAnnual Report 2019-2020During such extraordinary and uncertain times, weare proud of our leadership teams and our employeesin demonstrating our HSS values while ensuring wedelivered on our purpose of supporting our customersto provide excellent health care.Increased demands for critical Personal ProtectiveEquipment (PPE) across the WA health system anddisruptions to global supply chains from the start of thepandemic, meant our Procurement and Supply teamshad to rapidly adapt and develop alternative sourcingstrategies to reduce the risk of supply shortages for ourcustomers.Working in collaboration with the Department of Healthand other government agencies, we were able todiversify local and international lines of supply and setup additional warehousing capacity to accommodatestock on-hand.Our efforts ensured frontline healthcare staff across theWA health system had access to the correct PPE sothat they could do their jobs safely. At the same time,it gave confidence for hospitals to resume full electivesurgery activity.
The risk of community transmission at theheight of COVID-19 in Western Australia alsogave rise to the increased need for our peopleand customers to work remotely.In response, our Information andCommunication Technology (ICT),Transformation and Strategy and CustomerExperience teams successfully developed,tested and implemented a new remote workingsolution for more than 15,000 customers.Additional IT equipment was purchased whilewe doubled our internet capacity across theWA health system to support the increaseddemands for videoconferencing and virtualworkplaces.Our ICT Field Support teams played aninstrumental role in providing critical IT andnetwork support in the rapid establishment ofthe WA State Incident Coordination Centre andvarious metropolitan COVID clinics to enablepeople in the community to be tested.COVID-19 also presented a number ofworkforce challenges for the WA health systemwhich we responded to quickly.A dedicated HSS COVID-19 rapid recruitmentteam was established to support a system-widerecruitment campaign that resulted in more than8,200 applications for various medical, nursingand allied health recruitment pools. The teamstreamlined and simplified the process for rapidappointment, deployment and onboarding toquickly bolster the clinical workforce for ourcustomers.While our focus was on supporting ourcustomers through COVID-19, it was importantwe also prioritised the safety and wellbeingof our people while maintaining businesscontinuity.We took the opportunity to update our businesscontinuity plans across the organisationand commenced enhanced cleaning andsanitisation protocols across our offices to keepour people safe.While the COVID-19 situation continues toevolve, we have learnt key lessons from ourexperience to date and have adapted the waywe work in this new COVID-19 environment tomeet the demands of our customers.New Operating ModelThe finalisation of our new Operating Model thisyear was a key outcome in HSS’ transformationjourney to effectively align our priorities andresources with our customers’ needs.As part of the new model, we introduced newcapabilities into our Customer Experiencebusiness unit to improve our understanding ofcustomer needs. Direct customer facing rolesacross key core frontline services have alsoincreased by 12 per cent without additionalcosts to the organisation.We are pleased that this change has alreadyresulted in significant improvements in ourquarterly Customer Satisfaction (CSAT) scorewhich is our business’ overall key performanceindicator.Supporting our Operating Model is a neworganisation structure that provides greaterclarity and stability for our people. Morethan 90 per cent of our employeeshave now been appointedpermanently to their roles,with an increase of 36 percent in the number ofwomen appointed toleadership roles.Our new structurealso aimsto increaseefficiency andthe speed ofdecision-makingby removinglayers andduplication, andwe introducednew delegations toempower our people.Embedding our OperatingModel will continue to be akey focus in 2020-21.Health Support ServicesAnnual Report 2019-20205
Overview of agencyCulture and capabilityA key element of any high-performingorganisation is its people.To achieve our aim of becoming acontemporary shared service provider, weare committed to creating an engaged andcapable workforce through a range of initiativesand development opportunities which in turncontribute towards achieving our purpose andobjectives.Work on a new performance developmentprogram was designed and piloted this yearto enable employees and leaders to regularlyreview and recognise performance anddevelopment needs. This initiative, which willbe formally rolled out across HSS in late 2020,goes beyond providing performance feedbackand sets every employee up for success toreach their full potential and career aspirations.In parallel, we continued to implement our HSSCultural Development Strategy which outlinesa three-phase approach to evolving the cultureof HSS. This work builds on the results andfeedback shared by our people in our regularsix-monthly employee culture survey and theannual system-wide Minister for Health’s “YourVoice in Health” employee engagement survey.We are pleased and extremely encouragedthat our people-focussed initiatives led to a 9per cent improvement in our overall employeeengagement score for 2020, as compared to the6Health Support ServicesAnnual Report 2019-2020previous year. This is a fantastic result and a bigstep in the right direction towards strengtheningour organisational culture by creating a healthyand engaged workplace for all.The introduction of customer experiencetraining across key frontline service areas thisfinancial year was another key highlight ofour commitment to creating a ‘think customerfirst’ culture throughout the organisation.This training forms part of our Learning andDevelopment Framework to support ourworkforce to achieve the objectives outlined inour HSS Business Plan.Operational achievementsWe would also like to acknowledge theenormous amount of work that has gone intothe delivery of great operational results thisyear, despite the challenges of COVID-19.Substantial progress has been made in 201920 in the system-wide ICT reform program,HealthNext.Led by HSS, this program is a key enabler ofthe WA Health Digital Strategy 2020-2030by transforming the WA health system’sICT legacy on-premise infrastructure toa scalable, cost-effective hybrid-cloudenvironment to better support the delivery ofhealth care.HealthNext’s new community cloud, networkcore, and internet gateway services are nowoperational, and work is progressing to safelymigrate more than 1,000 clinical and corporateapplications to the new cloud environment.In addition, more than 280 WA health systemsites are now connected to an upgraded WideArea Network (WAN), providing our customerswith more robust and improved access to theICT network regardless of where they arelocated.The Medical Imaging Replacement Program(MIRP) is another major ICT initiative being ledby HSS that has achieved a number ofsignificant milestones.
MIRP will introduce a new, contemporarymedical imaging solution at all major WA healthsystem hospital sites and provide a centralisedstorage solution for clinical imaging, includingradiology reports, X-rays, CT scans, MRIs,ultrasounds and nuclear medicine.Procurement of the new system was completedby HSS this year on behalf of the WA healthsystem and implementation of the new solutionhas commenced.Additionally, we also achieved success in anumber of other areas. These include theimplementation of online payslips for morethan 38,000 customers, cybersecurityenhancements and the continuedintegration of the AustralianMy Health Record (MHR)database with the WAhealth system’s coreclinical and patientadministrationapplications.New governing BoardOf significance to the organisation this yearwas the approval by State Cabinet for theestablishment of a governing Board for HSS tocommence on 1 July 2020.This decision supports Recommendation24 of the Sustainable Health Review, whichaims to ‘drive capability and behaviour to act asa cohesive, outward-looking system that worksin partnership across sectors, with a strongfocus on system integrity, transparency andaccountability’.The new HSS Board will provide additionalsupport to our organisation in critical areas bysetting strategic direction, driving organisationperformance and overseeing our governancefunctions.We look forward to working together with ournew Board members in 2020-21– all of whomhave made significant accomplishments in theirrespective fields and will be an invaluable assetin enabling us to better deliver on our purpose.In closing, we want to thank our customers fortheir ongoing support throughout what has beena challenging year for all. It is a privilege to bepart of the WA health system and we are proudto deliver services that support our customersto provide excellent health care.We also want to acknowledge the magnificentefforts of every HSS employee in demonstratingunwavering dedication and commitmentthroughout the year. The energy, enthusiasmand willingness of our people to find a way isalways inspiring.We look forward to sharing more of oursuccesses with you in 2020-2021.Robert TomsChief ExecutiveMichael WalshBoard ChairHealth Support ServicesHealth Support ServicesHealth Support ServicesAnnual Report 2019-20207
Overview of agencySpotlight onHealthNextHealthNext is a major ICT reformprogram led by HSS.The program will transform the WA healthsystem’s ageing IT infrastructure into a modern,contemporary and scalable system in ahybrid-cloud environment.HealthNext aligns with the WA Government’sGovNext initiative aimed at reducing ICTinfrastructure duplication costs, improvingcommunication and maximising value forthe state.More importantly, modernising our ICTInfrastructure is a foundational step toenable new digital initiatives outlined in theWA Health Digital Strategy 2020-2030.This will involve:8ImprovedICT supportthroughautomation establishing cloud infrastructure migrating more than 1,000 applicationsand 2,500 servers to the cloud transitioning WA health system emailaccounts and shared folders to the cloud creating a dedicated and connected corenetwork moving WA health system sites to a newwide area network (WAN) connection.Health Support ServicesAnnual Report 2019-2020Increased agilityto develop newICT initiativesEnhancednetworksecurityReliable ICTnetwork andapplicationperformanceFasterresponse toinnovativetechnologiesReduced ICTduplicationand costsICT disasterrecovery andback-upsModernhybrid-cloudenvironmentBetter networkconnectionbetween WA healthsystem sitesBiggerbandwidth forbetter internetconnectivity
Our Business Plan for yActivitiesWe support our customers to provide excellent health careOverarching KPI Customer Satisfaction Score (CSAT)Thinkcustomer firstSIMPLEWe promise,we own, we doWe will finda wayRELIABLEWe make adifference togetherRESPONSIVESimplifying the customerexperienceConsistently delivering a highquality service to our customersResponding to our customers’needs and expectationsCustomer Effort ScoreSLA PerformanceService Agreement PerformanceFinancial PerformanceCustomer Driven Program DeliveryCulture ScoreEmployee Engagement ScoreTransform2021 erExperienceCulture andCapabilityCompleting the design andimplementation of the remainderof our new Operating Model (andorganisation structure).Focusing on the Transform2021program, and consolidating all otherchange and improvement initiatives,to drive better performance acrossour core services.Working to improve our customers’experiences, including enhancedcustomer service skills, systemsand processes.Ensuring our people are equippedwith the right set of capabilitiesand behaviours to support ourbusiness objectives.Health Support ServicesAnnual Report 2019-20209
Our Operating Model10Health Support ServicesAnnual Report 2019-2020
Performance highlightsDespite the challenges associated with the global COVID-19 pandemic, HSS achieved a number of keyoutcomes in 2019-20 to support our customers to provide excellent health care.Contact Centre launchedHealthNext HSS successfully launched a new ContactCentre and primary 13 44 77 number in August2019 to make it easier for our customers to callus with their queries.The system-wide ICT reform program,HealthNext, was a key operational priority forHSS in 2019-20.The activation of a new community cloud, anetwork core, and internet gateway services. Commencing the migration of more than1,000 clinical and corporate applications tothe new cloud environment.This was an important milestone in ourtransformation journey to deliver simple, reliableand responsive services by streamlining howcustomers navigate their way through HSS tofind answers to their queries.Our new easy-to-remember primary number,which replaced 38 previous phone numbers,now simplifies our customers’ ability to getthrough to the right person at the right time.As a key enabler of the WA Health DigitalStrategy 2020-2030, HealthNext willtransform the WA health system’s ICT legacyinfrastructure to a scalable, cost-effectivehybrid-cloud environment to better support thedelivery of healthcare.Key achievements made this year by theprogram include: Successfully connecting more than 280WA health system sites to an upgradedWide Area Network (WAN), providingcustomers with improved access to theICT network regardless of their location. Migrating the email accounts of morethan 44,000 WA health systememployees and 1,000 business-criticalshared accounts from the physicaldata centres to the Microsoft Cloud,as part of a shift to Microsoft 365.As at 30 June 2020, the HSS Contact Centreresponded to more than 383,000 incomingcustomer calls.Feedback about the new service through thequarterly HSS Customer Satisfaction Surveyhas been positive with our Contact Centrereceiving an average satisfaction score of 74per cent since its inception. Many respondentshave also indicated it is now easier to speakwith the right team for assistance.Health Support ServicesAnnual Report 2019-202011
Overview of agencyMedical Imaging ReplacementProgramHuman Resource ManagementInformation SystemA major ICT initiative currently being led by HSSis the Medical Imaging Replacement Program(MIRP) that will introduce a new, contemporarymedical imaging solution at all major WA healthsystem hospital sites.HSS is leading the implementation of a newHuman Resource Management InformationSystem and Rostering System for theWA health system.HSS successfully awarded a 10.5-year, 47.2 million contract in October 2019 for areplacement state-wide medical imaging systemthat will better support clinicians in WA publichospitals to deliver world-class care.The new system will replace the existingPicture Archiving and Communication System/Radiology Information System (PACS/RIS),which is reaching the end of its life, with anew centralised platform for radiology reportsand images for X-rays, CT scans, MRIs,ultrasounds and nuclear medicine.In preparation for the new medicalimaging solution, HSS successfullyreplaced 60 per cent of end-of-serviceradiology diagnostic workstationsacross metropolitan hospitals toassist radiologists with more effectivediagnosis.Commissioning of the new systemis planned for early 2021 over a12-month period.12Health Support ServicesAnnual Report 2019-2020This complex program, which commencedthis year, will be implemented in severalphases. The first phase includes an approachto the market for a newsolution and acomprehensiveremediation of the current systems, to maintainstability and operational compliance until areplacement is in place.The remediation work implemented thisyear ensured the legacy payroll systemsremain operational and compliant with theAustralian Taxation Office (ATO) Single TouchPayroll requirements. This enabled WA healthsystem employees to easily access theirincome statements through theAustralian Government’sMyGov website.
Enhancing digital securityHSS provides certainty and stability that thedigital information created or used acrossthe WA health system is stored and retrievedin a manner that protects its integrity andconfidentiality.HSS implemented a series of system-widesecurity enhancements in 2019-20 to addressthe increasing risk of cybersecurity threats. Thisincluded the introduction of stronger passphrasesecurity, new threat assessment tools and twofactor authentication for all remote access to theWA health system network.This year, HSS began participating ingovernment-wide initiatives such as reporting tothe Office of Digital Government and partneringwith the Federal Australian Cyber SecurityCentre (ACSC) on cybersecurity-relatedmatters.My Health Record integrationThe Australian My Health Record (MHR)system provides a personally-controlled onlinesummary of a consumer’s health information.HSS played a key role in enabling WesternAustralia to become the first jurisdictionto integrate its core clinical and patientadministration systems with MHR. Theserecords are now accessed by WA healthsystem clinicians more than 10,000 timesper week.This year, HSS undertook further integrationwith MHR including the uploading of specialistoutpatient letters and mammography reports.The latter enabled BreastScreen WA to becomethe first breast screening service in Australia toconnect to MHR.Enabling a virtual workspaceHSS also led the National Collaboration onGoals of Care and Advanced Care Planning tofacilitate the development of national guidelinesfor broader document sharing and data uploadsto MHR.HSS responded to this rapidly changing workenvironment by accelerating several digitaltransformation initiatives.These achievements have led to additionalCommonwealth funding being provided to theWA health system in 2020-21 to undertake arange of projects to further integrate with MHR. the development and implementation of anew virtual desktop solution to enable morethan 15,000 WA health system staff to workremotely doubling the WA health system’s networkcapacity to support the increased demand forvideo conferencing enabling cloud storage and real-timecollaboration tools.Online payslipsIn 2019-20, HSS successfully completed therollout of an online payslip portal across the WAhealth system. The solution provided nearly40,000 employees (who previously receivedpaper payslips) with easy and secure accessto their current and historic payslips through anonline portal and removed the need for payslipsto be printed and posted to employees eachfortnight.This initiative was a big milestone in HSS’journey to provide our customers with reliableand responsive payroll services. At the sametime, it significantly reduced the risk of lostpaper payslips, costs associated with printingand postage and our environmental footprint.The COVID-19 pandemic sparked a statewide rapid shift from office-based working toa mobile workforce with the capability to workfrom anywhere. This included the ability to holdvirtual meetings and clinical video consultations.This included:The WA health system now has the biggestuser base of any public sector agency in WA,with 15,000 staff regularly conducting virtualmeetings through Microsoft Teams.Having experienced the benefits of acontemporary digital workspace, HSS willcontinue the rollout of updated collaborationtools, cloud-based applications and selfserve capabilities in 2020-21 to further driveimprovements to information sharing andinnovation across the system.Health Support ServicesAnnual Report 2019-202013
Overview of agencyProcurement and supplyimprovement initiativesIn 2019-20, HSS enhanced its analysis andmodelling capabilities to gain insights into theWA health system’s spend profile, contracts andpurchasing practices to inform the prioritisationof future procurement projects.This included the establishment of system-wideself-service dashboards that offer customersdeeper insights into supplier performanceagainst contracted deliverables and buyerbehaviour.Other Procurement and Supply highlightsinclude: 14Achieving approximately 15 million in pricereductions, through optimising procurementand contract management of whole-ofhealth contracts.Reduction in the procurement cycle time byapproximately 34 weeks through:-early engagement with customers duringthe planning stage-reviewing, enhancing anddeveloping procurement andcontract templates-providing clarity on decisionmaking and streamlining theapprovals processes.Health Support ServicesAnnual Report 2019-2020 Introduction of a new contract performancemanagement model across strategiccontracts ensuring accountability andcollaborative working relationships with oursuppliers while achieving value for moneyoutcomes for the WA health system.Coupled with disruptions to globalmanufacturing and supply chains, ourProcurement and Supply teams had to quicklyrespond to ensure our customers couldcontinue to receive essential equipment toprovide excellent health care. Delivery of a systemised five-year ForwardProcurement Plan for the WA healthsystem that supports forecasting futurecontract terms, identification of aggregationopportunities for strategic sourcing andreduces non-compliance and contractvariations.Leading the engagement with Health ServiceProviders (HSPs), Department of Healthand Department of Finance, HSS was ableto identify critical PPE, alternate sourcingstrategies and create dashboard visibility ofPPE usage across the system.Maintaining critical supplies in aglobal pandemicThe COVID-19 pandemic resulted in asignificant increase in global demand for criticalPPE and vital equipment such as ventilators.Our teams diversified our local and internationallines of supply and set up additionalwarehousing capacity to accommodate stockon hand.The HSS response ensured hospitals andhealth services could confidently accesssufficient volumes of the right medical PPEacross metropolitan and regional sites to meetclinical needs.Collaboration with the Departmentof Health and Department ofFinance also fostered an evenstronger working relationshipto ensure business-as-usualactivity continued despitethe increased focus on PPEsourcing.
Improving program and projectdeliveryIn September 2019 the HSS Enterprise PortfolioManagement Office (EPMO) implementeda new Program and Project ManagementFramework and Policy to strengthen andimprove the delivery of programs and projectsfor our customers.The Framework defines a staged approach toproject management that promotes a shareddelivery responsibility across the organisationand enables oversight over the portfolio ofprojects.It includes a clear set of Standards that outlinea benchmark of performance and providesresources and materials aimed at supportingthe project community to improve the quality ofdelivery resulting in better project outcomes.The EPMO will continue working closely withprogram and project teams to foster consistentdelivery practices across our portfolio ofprojects that will provide our customers with avisible, structured and consistent experience.Andrew SimonsService AgentICT, HSS“Thinking customer first means fixing faults as quickly aspossible so that we minimise the impact on our customersand their ability to deliver excellent health care.”Health Support ServicesAnnual Report 2019-202015
Performance highlightsHow we supported theWA health system in 2019-20ManagedResolvedcontractsworth a totalrequestsfor ICT help175Paid48,000 WAhealth systememployees everyfortnight s and laptopsfor customers78,469metropolitannursing shifts2,773regionalassignments and54,948Assistant-innursing shifts16Health Support ServicesAnnual Report 2019-2020
Managed tions77,000product linesProvisionedProcessedIT requests ed383,000calls to ourContact Centre28,830Supplied1.11millioninventory linesto customersHealth Support ServicesAnnual Report 2019-202017
Overview of agencyOperational structureHSS was established as a Chief Executive governed Health Service Provider under the Health Services(Health Service Provider) Order 2016 (WA) made by the Minister for Health under section 32 of the HealthServices Act 2016 (WA).Note that effective 1 July 2020, HSS became a board-governed Health Service Provider under an amendment tothe Health Services (Health Service Provider) Order 2016 (WA).Responsible minister Financial Management Act 2006 (WA) Public Health Act 2016 (WA)For the period 1 July 2019 to 30 June 2020, theHSS Chief Executive was responsible to theMinister for Health and to the Chief ExecutiveOfficer of the Department of Health. Freedom of Information Act 1992 (WA) Public Sector Management Act 1994 (WA) Government Financial ResponsibilityAct 2000 (WA) Public Works Act 1902 (WA) Salaries and Allowances Act 1975 (WA) Health (Miscellaneous Provisions)Act 1911 (WA) State Records Act 2000 (WA) Health Practitioner Regulation National Law(WA) Act 2010 (WA) State Superannuation Act 2000 (WA) State Supply Commission Act 1991 (WA) Health Professionals (Special EventsExemption) Act 2000 (WA) State Trading Concerns Act 1916 (WA) Unclaimed Money Act 1990 (WA) Health Services Act 2016 (WA) Industrial Relations Act 1979 (WA)Workers’ Compensation and InjuryManagement Act 1981 (WA) Minimum Conditions of EmploymentAct 1993 (WA) Working with Children (Criminal RecordChecking) Act 2004 (WA) Occupational Safety and HealthAct 1984 (WA)Key legislation impacting on HSS activities18 Auditor General Act 2006 (WA) Construction Contracts Act 2004 (WA) Contaminated Sites Act 2003 (WA) Criminal Code Act CompilationAct 1913 (WA) Dangerous Goods Safety Act 2004 (WA) Disability Services Act 1993 (WA) Electronic Transactions Act 2011 (WA) Equal Opportunity Act 1984 (WA) Evidence Act 1906 (WA)Health Support ServicesAnnual Report 2019-2020Administered legislation Nil
HSS Organisation structureAs at 30 June 2020Chief ExecutiveExecutive Director,Customer ExperienceDirector,Cus
The Health Support Services Annual Report 2019-20 was published by Health Support Services, October 2020. . Recordkeeping plans 105 Substantive equality 106 107 Work Health and Safety Targets 108. Health Support Services Annual Report 2019-2020 2 Statement of compliance
