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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 6 External reporting .................................................................................................. 118 Appendices ............................................................................................................... 121 Appendix 1: Agency responses to the proposed report ....................................... 123 Appendix 2: Digital Television Switchover timetable as at 31 May 2012 ............. 127 Appendix 3: Department of Human Services—HAS process workflow ............... 129 Appendix 4: Quality assurance checks ................................................................. 130 Appendix 5: HAS-specific key performance indicator (KPI) information .............. 131 Index ........................................................................................................................... 133 Series Titles ................................................................................................................ 135 Current Better Practice Guides .................................................................................. 142 Tables Table 1.1 Number of potentially eligible households, opt-in households, installations completed and the installation rate per region as at 1 March 2012 ...................................................................................... 38 Table 2.1 HAS Branch ........................................................................................ 61 Table 3.1 Tenders received and passed initial screening in each region .......... 73 Table 3.2 Stage 2 technical evaluations in each region ..................................... 75 Table 3.3 Stage 3 tender assessments in each region ...................................... 78 Table 3.4 Switchover region, date of finalisation of the deed and switchover window .............................................................................. 83 Table 4.1 HAS invitations by DHS or DVA payment type as at April 2012 ........ 88 Table 4.2 Incentive payments made or accrued under HAS to 1 March 2012 .................................................................................... 100 Table 4.3 EQAP desktop reviews and inspections completed for HAS ........... 106 Table 4.4 Proportion of total HAS complaints, by switchover region to 26 April 2012 .................................................................................... 109 Table 5.1 Indicative cost of HAS installations delivered to customers, by rollout ................................................................................................ 114 Figures Figure 1.1 Report structure .................................................................................. 46 Figure 2.1 HAS governance and reporting framework ........................................ 59 Figure 3.1 Tender assessment and evaluation methodology .............................. 74 Figure 4.1 HAS subcontractor (installer) approval process ................................. 93 Figure 5.1 Potentially eligible households, eligible households, and households receiving HAS services ................................................. 115 Figure 5.2 Estimated and realised take-up rates, by financial year or rollout.... 117

Abbreviations ACCAN Australian Communications Consumer Action Network ACMA Australian Communications and Media Authority AIES Antenna Installer Endorsement Scheme BDS Broadcasting and Digital Switchover CEG Consumer Expert Group CEI Chief Executive Instructions CPGs Commonwealth Procurement Guidelines CSC Customer Service Centre DHS Department of Human Services DBCDE Department of Broadband, Communications and the Digital Economy DST Digital Switchover Taskforce DTS Digital Television Switchover DVA Department of Veterans’ Affairs EQAP External Quality Assurance Program HAS Household Assistance Scheme HD High Definition IAG Industry Advisory Group IDC Interdepartmental committee MoU Memorandum of Understanding ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 7

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