5 years ago

Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

Quality assurance

Quality assurance activities 44. DBCDE, working with DHS and service contractors, has progressively refined HAS quality assurance (QA) arrangements and introduced more stringent requirements over successive scheme rollouts. 45. DHS is responsible for conducting QA interviews with five per cent of customers that have had an installation completed under HAS. DHS provides this data and information to DBCDE for analysis, which informs further compliance reviews of the services completed under the deeds of agreement with service contractors. The QA activities undertaken by DHS indicate that 82 per cent of customers were found to have been satisfied with the services they received from HAS subcontracted installers under the Scheme. 46. As part of the deeds of agreement, DBCDE specifically requires service contractors to undertake QA audits on not less than five per cent of all services provided under each deed. The audit requirements comprise two per cent of post‐installation audits and three per cent of customer satisfaction/OH&S telephone audits. Service contractors have provided monthly QA reports to DBCDE since the Regional Victoria rollout. In addition, DBCDE has undertaken random QA reviews of subcontracted installers for Regional South Australia and Broken Hill, Regional Victoria and Regional Queensland. 47. The QA activity, undertaken by service contractors, is undertaken as a self‐assessment, and therefore gives DBCDE limited assurance regarding the quality of HAS services. In November 2011, DBCDE established the External Quality Assurance Program (EQAP), to provide an independent assessment of the quality of installations completed under HAS. DBCDE engaged a consultant to develop and manage EQAP inspections of installations. EQAP undertakes three types of inspections for HAS. 14 As at April 2012, 734 out of a planned 1165 EQAP inspections had been completed and, where necessary, remediation action has been initiated. The introduction of an external QA program provides DBCDE with greater assurance regarding the quality of HAS installations, and better places the department to monitor quality standards. 14 The three types of inspections include: a desk-top review of service contractors’ Occupational Health and Safety (OH&S) management systems; on-site OH&S inspections of two per cent of installations; and a technical inspection of three per cent of installations. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 26

Complaints Management Summary 48. Under the deeds currently in place with service contractors and the MoU with DHS, DBCDE has established mechanisms to receive and manage complaints relating to HAS. The department has generally addressed complaints promptly, remedying the issues that have resulted in specific complaints. DBCDE has used the information obtained from complaints to incorporate improvements into the delivery of the Scheme. 49. Overall, the number of complaints made about HAS have been relatively low, with a total of 1096 complaints made during the Regional South Australia and Broken Hill, Regional Victoria and Regional Queensland rollouts, out a total of 75 791 HAS services delivered. This represents a complaint rate of 1.4 per cent. Scheme Performance and Reporting (Chapter 5) Measuring performance 50. The delivery of HAS, along with the other components of the digital television switchover initiative, contributes to departmental outcomes through the Broadcasting and Digital Television program. Performance information, including key performance indicators, developed to measure scheme achievements was initially established at the broader initiative level during the early roll‐out of HAS, reflecting the scale of the Scheme at that time. More recently, the department has established and reported against the HAS specific key performance indicator—Number of households assisted through the Digital Television SwitchoverHousehold Assistance Scheme—in its Portfolio Budget Statements and Annual Report. 51. While the development of a HAS‐specific quantitative performance indicator has provided stakeholders with additional insights into Scheme progress, the existing measure does not sufficiently inform an assessment of progress against the Scheme objective. The establishment of a set of performance measures, which are consistent over time, would better position the department to monitor progress and report performance to internal and external stakeholders. Scheme performance 52. The cost of the Scheme to 1 March 2012 is approximately $37 million, which represents around 9.7 per cent of the announced $381.4 million budgeted for all rollouts to the end of 2013. The initial relatively low level of expenditure reflects: the early, small population areas that have been serviced ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 27

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