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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

ANAO Audit Report No.55

ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 4 AUDITING FOR AUSTRALIA The Auditor-General is head of the Australian National Audit Office (ANAO). The ANAO assists the Auditor-General to carry out his duties under the Auditor-General Act 1997 to undertake performance audits, financial statement audits and assurance reviews of Commonwealth public sector bodies and to provide independent reports and advice for the Parliament, the Australian Government and the community. The aim is to improve Commonwealth public sector administration and accountability. For further information contact: The Publications Manager Australian National Audit Office GPO Box 707 Canberra ACT 2601 Telephone: (02) 6203 7505 Fax: (02) 6203 7519 Email: webmaster@anao.gov.au ANAO audit reports and information about the ANAO are available at our internet address: http://www.anao.gov.au Audit Team Matthew Birmingham Michelle Johnson Patricia Gerald Mark Simpson

Contents Abbreviations .................................................................................................................. 7 Glossary ......................................................................................................................... 9 Summary and Recommendations ............................................................................ 11 Summary ...................................................................................................................... 13 Introduction ............................................................................................................. 13 Audit objective, criteria and scope .......................................................................... 17 Overall conclusion ................................................................................................... 18 Key findings by chapter ........................................................................................... 20 Summary of agency responses to the proposed report .......................................... 29 Recommendations ....................................................................................................... 30 Audit Findings ............................................................................................................ 31 1. Background and Context ........................................................................................ 33 Introduction ............................................................................................................. 33 Household Assistance Scheme .............................................................................. 35 Roles and responsibilities ....................................................................................... 39 Performance reviews .............................................................................................. 41 International transition to digital television .............................................................. 43 Audit objective, criteria and methodology ............................................................... 44 2. Scheme Design and Implementation ...................................................................... 47 Introduction ............................................................................................................. 47 Design of the delivery model ................................................................................... 48 Implementation planning ......................................................................................... 52 HAS governance arrangements .............................................................................. 58 3. Tender Selection and Deed Negotiation ................................................................. 65 Introduction ............................................................................................................. 65 Planning the tender process ................................................................................... 65 Tender assessment ................................................................................................. 72 Deed negotiation ..................................................................................................... 81 4. Scheme Delivery Arrangements ............................................................................. 85 Introduction ............................................................................................................. 85 Customer communication and engagement ........................................................... 85 Service contractor management ............................................................................. 89 Quality assurance activities .................................................................................. 101 Complaints management ...................................................................................... 107 5. Scheme Performance and Reporting .................................................................... 110 Introduction ........................................................................................................... 110 Scheme performance ............................................................................................ 111 ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 5

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