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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

to deliver services,

to deliver services, following a service contractor’s initial contact with a customer. The three levels of incentive payment are: � 10 per cent—within three weeks; � five per cent—three to four weeks; � two per cent—four to six weeks. 4.53 Table 4.2 outlines the incentive payments that have been made or accrued under HAS. Table 4.2 Incentive payments made or accrued under HAS to 1 March 2012 ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 100 Rollout region Incentive payments Regional South Australia and Broken Hill $179 845 Regional Victoria $191 610 Regional Queensland $131 604 Total $503 059 Note: The total amount for Regional Queensland is yet to be finalised. Source: DBCDE. 4.54 The amount of fees paid to service contractors for the first four rollouts as at 1 March 2012 totals approximately $17.34 million (which includes accrued fees). Incentive fees paid to service contractors represents 2.9 per cent of all fees paid in respect of services delivered under the Scheme. 4.55 In April 2011, the department commissioned an internal audit to assess the controls around verification and payment of contractor invoices. The internal audit found that incentive payments were being claimed at the maximum rate and that reviews on incentive payments amounts were not being conducted as part of the invoice and backing‐data checking process prior to payment of service contractors. 4.56 In June 2011, DBCDE introduced new procedures to ensure that the incentive payments attached to invoices were being verified prior to approval to ensure that the contractor had adhered to the established incentive scheme requirements and timeframes as specified in the deed. The parameters of the incentive payments regime has also changed in respect of the commencement date for incentive payments. For Regional South Australia and Broken Hill and Regional Victoria, the commencement date for calculating the incentive was set as the date of the service contractor’s initial contact with the customer. From

Scheme Delivery Arrangements Regional Queensland, DBCDE strengthened the provisions around incentive payments so that the commencement of the incentive period begins from the date DHS provides the service contractor with the customer’s details. Service contractors were informed of the changes to incentive payments and the new business processes as part of the regular monthly contract management meetings. Conclusion 4.57 Given the anticipated number of HAS services expected to be delivered during the life of the Scheme, a significant network of installers is required to provide equipment and services to assist eligible customers to make the switch to digital‐only television. To date, DBCDE has engaged two service contractors who, between them, engage several hundred subcontracted installers. During the early, smaller rollouts of HAS, DBCDE has been able to establish a sound relationship with service contractors, developing systems and processes to enable the department to focus on achieving the aims of the Scheme. This has resulted in DBCDE being able to work quickly to address problems and introduce Scheme improvements, for example: the strengthening of the subcontracted installer approval process; strengthening police check requirements for installers; the introduction of specific training and processes to enable installers to work safely; and improving the timeliness of HAS installations by introducing an incentive payment regime. Quality assurance activities 4.58 As HAS is delivering services into the homes of elderly and disabled people, a robust quality assurance (QA) program is necessary to provide appropriate assurance regarding the quality of the service delivered. 4.59 DBCDE, working with DHS and service contractors, has progressively refined existing HAS QA arrangements and introduced more stringent requirements over successive Scheme rollouts. The QA activities covering HAS services are undertaken by: DHS, service contractors, and DBCDE’s External Quality Assurance Program (EQAP). Quality assurance activities undertaken by DHS 4.60 Under the terms of the MoU, DHS is responsible for conducting (an agreed five per cent) QA interviews with customers that have had an installation completed under the Scheme. As part of the QA process, DHS officers ask identified customers a series of questions about the services they ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 101

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