Annual Report 2005 NSW Department of Education and Training

Appendices
Appendices
• Teacher employment applications system enhanced
to facilitate online entry and processing of graduate
teacher recruitment
• Education and training application screening
system to improve the electronic screening of job
applicants for suitability to work with children and
young people, complying with Commission for
Children and Young People changes, architecture
and security standards
• Electronic establishment control system to
automate pay calculation and submission for
TAFE NSW full-time and part-time teachers was
implemented in selected TAFE NSW Institutes
• Initiation of a pilot of purchasing through smartbuy®
(a whole-of-government electronic marketplace
developed by the NSW Department of Commerce).
TAFE NSW Institute pilots are planned for 2006.
• Online survey for calculation and capture of school
class size implemented as an extension to the
online management of school enrolments and
entitlements system
• A web based budget system implemented within the
management accounting unit to improve availability,
transparency and accuracy of budget allocations.
Appendix 21: Consumer response
Introduction
In 2005, the Executive Support Directorate allocated,
registered and processed 2,165 letters written to the
Director-General.
The Directorate also registered 6,446 pieces of
Ministerial correspondence during this same time.
The Ministerial correspondence focused predominately
on school infrastructure issues, staffing and personnel
issues (both school and TAFE NSW), school based
issues and special education and integration support.
In 2005, letters were received on the following matters:
• Almost 1,300 relating to school infrastructure. This
included issues of maintenance and maintenance
contracts, provision of new and upgraded facilities,
air conditioning and demountable accommodation
• More than 800 relating to personnel issues such
as the school staffing formulae, the provision and
appointment of teachers and availability of casual
teachers
• Over 2,200 on matters relating to local school
issues
• Almost 800 relating to policy, higher education and
regulatory matters
• More than 600 relating to TAFE NSW matters
such as fees, teacher positions and access to, and
availability of courses.
The Directorate also managed almost 10,000
"campaign" or petition letters/emails that dealt with
issues including special education, skilling the
Australian workforce, preschools, support for English
as a second language and school based infrastructure
matters.
Services improved or changed
TAFE Institutes collect information on complaints they
recieve during the year. The table below shows the
number of complaints received and resolved in 2005
and the n0umber carried over to 2006.
Table 21.1 TAFE NSW complaints
TAFE NSW
Type of Complaint
Category 1:
Remedy and system
improvement - general
complaints (delays,
inefficiencies)
Category 2:
Negotiation - more serious
complaints (unreasonable or
unfair behaviour)
Category 3:
Investigation - alleged unlawful
behaviour (conduct alleged to
be either wholly or partly corrupt
or contrary to the law)
Number of Complaints
Received Resolved
Carried
Over to
2005
1063 1037 26
633 556 77
152 107 45
Total 1848 1700 148
Source: DET, TAFE NSW
Improvements or changes to services in TAFE NSW
Institutes in response to complaints or consumer
suggestions included:
• production of a Code of Conduct video and DVD
• creation of a database for managing suggestions,
allegations and complaints
• pre-testing of computer equipment in classrooms
• improved no smoking signage and communication
of smoke free environment policy
• development of a performance management
training program for staff
• review of canteen provision
• review of security patrol protocols
• better communication to staff about addressing the
needs of students with special needs
• modifications made to allow for wheelchair access
• improved information about recognition processes
through student guides and new online tools
• improved communication processes between
teaching and student administration staff
• provision of advice and support to staff to prevent
potential disputes.
109 NSW Department of Education and Training - Annual Report 2005