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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

provide a summary

provide a summary of the rollout, outline key findings, and identify lessons learned and proposals for the rollout of the Scheme to future switchover regions. 1.27 The review was conducted against the seven key performance indicators (KPIs) identified in the HAS Performance Monitoring Plan 34 : quality and timeliness of digital television installations; barriers to participation; Scheme costs; communications and engagement strategy; Scheme governance; procurement and contract management; and complaints handling. The review made 22 proposals for improvement across the seven KPIs, including: staging the release of invitation letters to reduce the workload on service contractors; regularly reviewing post‐installation data from service contractors; and further promotion of alternative forms of customer information. The department has addressed 15 of the proposals for improvement with the remaining seven requiring ongoing implementation and monitoring. 35 A number of the lessons learned were also identified through the review, and have been incorporated into subsequent HAS rollouts, for example adding the Translating and Interpretation Services (TIS) telephone number to the HAS information brochure, providing instructions to service contractors to use TIS, and translating the invitation letter into six priority languages. Evaluation of HAS in Mildura/Sunraysia, Regional South Australia and Broken Hill Television Licence Areas 1.28 DBCDE engaged a consultant to undertake an evaluation of the Scheme for the period 1 January 2010 to 21 January 2011. This evaluation included: an assessment of HAS’ implementation and delivery; a review of the service contractors’ performance under the three service agreements (endorsed at that time); the achievement of HAS outcomes; and the value for money provided by HAS. 1.29 The evaluation concluded that, in terms of overall performance, the service contractors performed well, and incremental improvements had 34 A Performance Monitoring Plan was only prepared for the Mildura/Sunraysia rollout. 35 These included the regular review and monitoring of: policy papers; the HAS risk register; post-installation data from service contractors; collection of data to identify reasons why customers opt-out of HAS; and the negative results from DHS quality assurance interviews. Two further proposals highlighted that invoices should not be manually reconciled and that an automated invoice checking system should be introduced and that an external audit of installations should be conducted. The Switchover Assistance Management System (SAMS) and the External Quality Assurance Program (EQAP) were established by DBCDE to address these two issues. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 42

Background and Context occurred in the management and administration of the service contractors engaged to provide the services under HAS. The review also found that HAS had achieved its overall goal of providing practical assistance to people expected to experience the most difficulty in preparing for the switchover to digital broadcasting. The review also highlighted a number of areas for improvement in relation to the implementation and delivery of HAS. 36 International transition to digital television 1.30 As of March 2011, 18 countries had made the switchover to digital broadcasting, and another 38 (including Australia) had commenced the switchover process. The assistance provided by government for the switchover to digital‐only broadcasting differs from country to country in terms of timeframes and approach. United States TV Converter Box Program 1.31 The assistance program was not limited to those that required practical assistance to switchover and was available to all Americans. The US Government provided US$1.5 billion for an equipment voucher scheme. The TV Converter Box Program provided up to two coupons of US$40 each to be used to purchase eligible converter boxes through certified retailers. Vouchers could only be used to purchase eligible converter boxes within a 90 day timeframe before they expired. Additional funding of US$650 million was provided by the US Government in 2009 to issue an additional 12.25 million coupons, with a focus on ensuring that vulnerable populations were prepared for the transition from analog‐to‐digital transmission. United Kingdom Help Scheme 1.32 The United Kingdom (UK) adopted a staged, region‐by‐region approach to the transition from analog‐to‐digital‐only broadcasting between 2007 and 2012. The UK Help Scheme is a targeted assistance scheme developed 36 Areas for improvement included: improve monitoring of incentive payments, more rigorous market-testing procedures to ensure downward pressures are placed on prices for both equipment and labour; a regime of benchmarking (by rollout) be established that provides visibility of continual improvement and performance in a comparable way; risk management regime be periodically reviewed, with a focus on continuing to improve its effectiveness in anticipating, treating and learning from risks and risk-related experience; and introduce a single contract management system that monitors contractual obligations, records payment for services, simplifies reporting and reduces duplication of records. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 43

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