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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

DBCDE data and systems

DBCDE data and systems supporting HAS delivery 2.51 Prior to 2011, and throughout early HAS rollouts, service contractors self‐reported (in accordance with the deeds) their activity under the Scheme. This self‐reporting was DBCDE’s primary source of program management information. There were, however, limitations to the data provided by service contractors through regular reports. For example, although the number of installations was known for a specific area, DBCDE was unable to ascertain from reported data how many of these installations resulted in an antenna installation (an additional service made on an as‐required basis). The department was required to seek this information directly from service contractors on a case‐by‐case basis. 2.52 Complaints data and the data from the service contractors’ reports were managed via computer spreadsheets, while data received from DHS was imported into an electronic database. DBCDE subsequently identified risks to data integrity arising from different platforms being used to receive data. To manage these risks, a new system to improve access, storage and management of HAS data and information provided by DHS, service contractors and derived from complaints was developed in early‐2011—the Switchover Assistance Management System (SAMS). 2.53 DBCDE informed the ANAO that SAMS was: used to exchange data between service contractors, DHS and DBCDE; the primary source for reporting on HAS; and used to validate invoices from service contractors. A customer relationship management (CRM) database was being deployed across DST to capture and manage complaints. The integration of the CRM and SAMS is currently in the testing phase. The establishment of SAMS, including proposed functionality improvements, will better place the department to report on Scheme progress, undertake compliance checks, validate and pay invoices to service contractors and record and report on Scheme performance and complaints information. DBCDE access to Scheme data 2.54 In accordance with implementation arrangements, DHS assigns an installer to each eligible client to deliver HAS into the customer’s home. 51 As such, DBCDE relies on information generated by DHS to effectively manage 51 Around 200 installers were subcontracted by service contractors to deliver HAS into customers’ homes in the Regional Queensland rollout. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 62

Scheme Design and Implementation the Scheme and, therefore, works closely with DHS to ensure it receives the data and management information necessary to administer the Scheme. 2.55 DHS has in place a Project Management Plan for the Digital TV Switchover Project framework which sets out DHS’ involvement in the Scheme. This framework also provides the basis for delivering HAS management information collected by DHS to DBCDE. As a result of experience gained from previous rollouts, the framework has been amended to reflect improved processes, including: invitation and reminder letters; data files; eligibility workflow; mapping; and access to data. The management information collected by DHS is provided to DBCDE on a weekly basis through systems developed and maintained by a dedicated IT team servicing DBCDE’s HAS Branch. Internal Scheme reporting 2.56 Effective internal reporting enables HAS program managers to understand and assess Scheme performance and outcomes, providing an ‘early warning’ capacity through which managers and the department’s Executive can identify and address problems and implement improvements. 2.57 At the development and planning stage of HAS through to September 2010, the then Policy and Regulation Branch met on a weekly basis to discuss issues relating to HAS progress. To inform these meetings, a monthly program status report was produced and provided to the HAS Branch Manager. The report addressed priority issues in implementation planning, the status of progress, and identifying future activities. These weekly reports and program status documents were also provided to the DST Executive. 2.58 ‘Traffic Light Reporting’ was also employed at the DST level to monitor progress of the various programs contributing to the digital switchover initiative. The HAS Branch provides input into these reports on the progress of key HAS deliverables, milestones, performance targets and risks of the Scheme. Quarterly reports covering the status of the Scheme, budget and expenditure, risks and policy issues, as well as general briefings are also provided to the Minister. Conclusion 2.59 Overall, DBCDE has established sound governance arrangements to support the administration of HAS. The department established departmental and DST‐specific committees, with ‘traffic light reporting’ used to monitor the ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 63

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