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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

monitoring service

monitoring service quality and managing complaints that demonstrate generally high customer satisfaction with the provision of HAS services. 22. HAS services are to be rolled out to more populated and technically challenging areas over the next 18 months. To better manage the delivery challenges facing the Scheme, aspects of the department’s administrative arrangements could be improved. Within this context, the endorsement and regular review of HAS project management and operational documentation would support the management of the rollouts, assist in identifying delivery risks, and allow lessons learned from completed rollouts to inform administrative arrangements for future rollouts. In addition, improvements to the department’s performance and reporting framework for HAS would enhance management oversight and allow the department to better demonstrate to stakeholders the extent to which Scheme objectives are being achieved. 23. The ANAO has made two recommendations to improve DBCDE’s administration of HAS. The first reinforces the need to review, regularly update and endorse project plans, operational documents and administrative procedures. The second recommendation is aimed at DBCDE developing appropriate performance measures and targets against which the achievement of the Scheme objectives can be measured, assessed and reported to both internal and external stakeholders. Key findings by chapter Scheme Design and Implementation (Chapter 2) Design of the delivery model 24. DBCDE was responsible for refining the objective and developing the detailed Scheme design. The department undertook considerable preparation work to plan and design HAS throughout 2008, prior to formal approval by the Government. This work included the establishment of an interdepartmental committee (IDC) to inform key Scheme design decisions. The IDC assessed a range of options, with an in‐home assistance scheme preferred over cash payments, vouchers or subsidies, as those options did not address the target population’s lack of technical expertise, or their social or regional isolation. In December 2008, the Government agreed to an interim pilot (in the Mildura/Sunraysia region) of the preferred option of a targeted safety‐net of practical assistance where at least one person was in receipt of the maximum ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 20

Summary level of aged pension, disability support pension, carers payment and equivalent DVA payments. 25. In September 2009, DBCDE commenced developing HAS guidelines in consultation with DHS, DVA and DBCDE’s internal legal group. To inform the development of the guidelines, DBCDE consulted with consumer groups and the Commonwealth Ombudsman’s Office to gauge the appropriateness, clarity and accessibility of the guidelines to the target group. The guidelines have been revised for each rollout. Implementation planning 26. A draft implementation plan was developed to accompany the 2008 proposal to government for the Mildura/Sunrayisa pilot. DBCDE informed the ANAO that the draft implementation plan was not finalised. While the department did not finalise an implementation plan for HAS at the program level, it did develop project definition plans at the regional rollout level. These plans were designed as working documents, to be updated and refined throughout the implementation of HAS. There would be merit in the department developing, and regularly reviewing and updating an implementation plan to support the delivery of HAS services in major metropolitan and remote areas over the remaining 18 months of the Scheme. 27. While DBCDE did not develop a HAS risk management plan until November 2011, a series of lower‐level risk documents had been developed for the first four switchover regions. However, there was no formal process for reviewing risks as the Scheme matured. The delayed development of a HAS risk management plan, or sufficient evidence of the integration of lower‐level risk documents, means that DBCDE did not have adequate assurance that key risks had been sufficiently addressed, reviewed and updated. 28. In 2011, DBCDE established the compliance and data management section, which assumed responsibility for risk management, quality assurance and compliance audit functions. Scheme risks are now managed in accordance with the department’s 2011–13 Risk Management Framework. The alignment of HAS risk management activities with the current departmental risk management framework and the work of the recently established compliance and data management section will allow the department to better integrate and manage risks across HAS for future rollouts. 29. Staffing numbers for HAS were below those originally envisaged for the Scheme, and staff had limited experience in program delivery, which had an adverse impact on the planning and delivery of the Mildura/Sunraysia ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 21

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