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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

Appendix 4: Quality

Appendix 4: Quality assurance checks Incorrect incentives calculations ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 130 Check Description Incorrect pricing structure Unapproved subcontractor Duplicate installations Duplications Customer address Antenna installations Satellite installations Service Type 7 Service Type 9 Service Type 15 Incentives Cost elements Incentives incorrectly calculated or duplicate installations charged. There is a difference in the service charge claimed, from those indicated in the deed of agreement. A subcontractor has undertaken works without first being approved by HAS contract management section. Where the same service type has been charged for the same customer, without providing an acceptable reason in the ‘notes’ column. Ensures installation ID numbers and customer names are not duplicated. It is important to indicate whether an agent has been used. 1 Ensures address provided in the backing-data matches the installation form. Ensures that the installation of an antenna has occurred on the premises of an eligible customer (with an MER of less than 25dB). If the MER is over 25 decibel where an installation has occurred, the decibel reading is checked by HAS contract management section to ensure a reading of less than 45decibel. Ensures the installation of a satellite has occurred at the premises of an eligible customer with an MER of less than 11. Provides notes indicating why the premises are considered dangerous or unsafe. The Service Contractor Practical Guide requires the service contractor to provide notes regarding why no installation has occurred. Where an additional service is approved by the department, it must be identified by Service Type 15 (other work as directed by DBCDE) and further detail, including the ID number provided by the department, must be included in the notes column. Incentives are claimed in accordance with the requirements in Schedule 3 of the deed. Cost elements match the Service Type code and are listed in Schedule 3 of the deed. STB serial number The STB serial number matches that provided on the installation form. Options A-D Declaration – ensure the customer has completed the declaration and the installation form has been signed. Note 1: As part of HAS, some customers may elect to nominate an agent to represent them as their recognised proxy for the purpose of interacting with the HAS service contractor. Source: ANAO from DBCDE information.

Appendix 5: HAS-specific key performance indicator (KPI) information Year KPI Target 2008–09 2009–10 103 DBCDE PBS 2008–09, p. 39. 104 DBCDE PBS 2009–10, p. 49–50. Qualitative: DTS level • Transition to digital television by 2013 103 Qualitative: DTS level The Department assesses the effectiveness of the switchover to digital television through the Digital Tracker by monitoring the following indicators for each switchover region on a quarterly basis: • awareness of switchover to digital television; • understanding of what needs to be done to prepare for switchover; • attitudes towards digital switchover; • intentions to convert to digital television; • the proportion of Australians with access to a digital television signal; • satisfaction with digital television; and • the proportion of Australians who have switched over. 104 • Develop a digital switchover timetable and strategy. • Launch labelling information campaign to raise community awareness. • Assist ACMA to undertake technical surveys of digital television and transmission. Commission an evaluation of reception difficulties in multi unit dwellings. • Establish theDigital Tracker’ quarterly surveys. N/A ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 131

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