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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

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y the Scheme to date; the lower‐than‐expected take‐up rate of the ‘safety net’ assistance offered under the Scheme; and the conservative approach taken by the DBCDE when developing budgets for future rollouts. 53. The invoiced cost of HAS installations delivered to customers has ranged from $157 to $1590 during the early rollouts of the Scheme. The cost of installations varies considerably according to the individual package of assistance installed, influenced by factors including: a customer’s location; the technology used; and the instruction and follow‐up assistance customers require to successfully make the switch to viewing digital‐only television. As rollouts continue into major metropolitan and remote areas, the cost of installations is likely to continue to vary considerably. 54. For the Mildura/Sunraysia, Regional South Australia and Broken Hill and Regional Victoria rollouts, around 95 per cent of potentially eligible customers who opted‐in to receive a service under HAS ultimately received assistance. Of the remaining five per cent that did not receive assistance under HAS, service contractors found that the majority of these customers were not in need of the assistance, that is, they had already converted to digital television and were therefore not eligible for the Scheme. The high rate of service completion supports the view that people identified as requiring HAS assistance were provided with the practical assistance necessary to make the switch to digital‐only television. External reporting 55. DBCDE and DHS have reported some HAS performance information in their annual reports, predominantly in narrative form, related to general information on Scheme establishment. As scheme implementation matured, DBCDE introduced and reported against a HAS‐specific quantitative key performance indicator and performance target. In DBCDE’s 2009–10 Annual Report, the department reported that over 2562 households received HAS installations during the Mildura/Sunraysia pilot. In 2010–11, DBCDE reported that 37 838 households received assistance under HAS in the rollouts to Regional South Australia and Broken Hill, and Regional Victoria. 56. The development of an expanded set of HAS‐specific key performance indicators encompassing the performance of the Scheme against agreed service standards and customer satisfaction would allow DBCDE to better use the information it currently collects to report on the effectiveness of the Scheme. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 28

Summary of agency responses to the proposed report Department of Broadband, Communications and the Digital Economy Summary 57. DBCDE’s summary response to the proposed audit report is provided below, while the full response is provided in Appendix 1. The Department of Broadband, Communications and the Digital Economy (the department) accepts the two recommendations of the 2012 ANAO audit report on the Administration of the Digital Television Switchover Household Assistance Scheme. The audit report has clearly articulated the role of the HAS as a safety net to assist those who have not been able to make their own arrangements to switch to digital TV. I am pleased to note the report’s conclusions that the department has established effective arrangements to encourage potentially eligible customers to test their eligibility, that procurement processes have been robust and transparent and that the department has sound processes in place to monitor service quality and manage what has been a low level of complaints in relation to the HAS. As the department progresses from its regional switchovers to the major task of delivering the HAS in metropolitan areas, I note the further conclusions that some aspects of our administrative processes can be improved to support the management of the HAS. This will continue the successful approach of applying lessons learnt from each rollout. Department of Human Services 58. DHS’ summary response to the proposed audit report is provided below, while the full response is provided in Appendix 1. The Department of Human Services (the department) welcomes the ANAO’s performance audit. I note there were no recommendations in the report requiring a formal response from the department, however the audit provided a welcome opportunity to review the processes and procedures the department is using to assist the Department of Broadband, Communications and the Digital Economy to implement the scheme. The assurance provided by the audit is particularly timely given that the next phases of the switchover include Australia’s large metropolitan areas, with a commensurate increase in customers being included in the scheme, as well as very remote areas of Australia. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 29

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