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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

information and data

information and data collected in relation to the installation is stored on DHS systems and provided to DBCDE. (Appendix 3 outlines the HAS process workflow followed by DHS). 1.20 Under the MoU, DHS is required to conduct quality assurance (QA) reviews on five per cent of installations and conducts telephone interviews with customers who have had an installation completed under HAS. The results of these QA reviews are provided to DBCDE for any compliance activity. DHS also provides call centre support on general DTS enquiries and provides transfers to the service contractors’ hotlines and DBCDE for more complex issues. 28 1.21 DHS receives a direct appropriation to deliver HAS services. It received $543 000 for the Mildura/Sunraysia pilot and $15.1 million for the Regional South Australia and Broken Hill, Regional Victoria and Regional Queensland rollouts. To complete the switchover across Australia, a budget of $42.2 million in 2011–12 was initially approved. 29 Service contractors 1.22 Service contractors are selected by DBCDE through an open tender process for each switchover region. DBCDE establishes a formal deed of agreement (deed) with each service contractor that outlines the roles, responsibilities and services to be provided by both the service contractor and DBCDE. One service contractor was selected for the Mildura/Sunraysia pilot. Since the Regional South Australia and Broken Hill rollout, there have been two service contractors that have successfully tendered for the Scheme. 30 28 These transfers are referred to as ‘warm transfers’, which is the simultaneous transfer of a telephone call and its associate data from one agent to another. 29 The 2011–12 Budget included an appropriation of $42.2 million to complete the switchover, however, the amount is subsequently being negotiated. As at May 2012, negotiations are underway to finalise the total amount of funding to be allocated to DHS for HAS. 30 As Mildura/Sunraysia was a pilot, DBCDE engaged only one service contractor—Hills Holdings Limited (trading as Techlife Solutions). Skybridge Australia Pty Ltd and Hills Holding Limited have delivered services in subsequent HAS rollouts. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 40

Background and Context 1.23 The service contractors are required to provide installation services, that include: � providing, installing and tuning a HD STB, to receive all available free‐to‐air channels in the region and an explanation of the operation of the STB to the customer; � providing a Quick Reference Guide and User’s Manual for the STB; � a dedicated call centre to handle enquires and complaints; and � a 12 month after‐care assistance service, 12 month in‐home warranty for faulty workmanship and 12 month product warranty for equipment provided as part of the service. 31 1.24 Before providing services to customers, service contractor personnel and subcontracted installers must either be endorsed under DBCDE’s Antenna Installer Endorsement Scheme (AIES) 32 or have successfully completed the relevant units of competency under a registered training organisation. Service contractors are also required to have policies and procedures in place in relation to: Occupational Health and Safety (including training on asbestos awareness 33 and working at heights); training; risk management; incident management; electrical safety; unsafe premises and working in restricted spaces; and customer complaints management. DBCDE is responsible for approving all subcontracted installers under the Scheme. Performance reviews 1.25 DBCDE has commissioned both internal and external reviews of elements of HAS. Continuous Improvement Review—Mildura/Sunraysia pilot 1.26 In December 2010, the department completed an internal review of the pilot rollout of HAS in the Mildura/Sunraysia region. The review aimed to 31 The after-care service allows customers to call a designated assistance number for each of the service contractors. 32 AIES is part of the digital switchover initiative. Details of the requirement to register for endorsement are at . Endorsement requires, among other requirements, evidence of relevant experience and completion of training or online assessment. 33 The requirement for service contractors to have policies and procedures in place for asbestos awareness was not specified in deeds until the Regional Queensland rollout. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 41

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