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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

DBCDE’s Broadcasting

DBCDE’s Broadcasting and Digital Switchover Group were briefed and provided authorisation in accordance with the department’s Chief Executive Instructions on financial management. The Minster received a ‘for noting’ briefing for two switchover regions. 3.67 All awarded deeds for each rollout were published on AusTender within six weeks of DBCDE entering into the agreement with the two service contractors, in accordance with the specified timeframes. DBCDE had appropriate delegations in place to authorise expenditure on the awarded deeds and legislative requirements relating to financial management were met. Conclusion 3.68 Negotiations were conducted as part of the final stage of the tender evaluation and assessment process. DBCDE prepared detailed pre‐meeting briefs to highlight those areas of the draft deeds that would be the focus of negotiations. The briefs identified DBCDE’s preferred minimum negotiation position and were based on recommendations identified by the evaluation committee in its final evaluation reports. Negotiations were generally timely however, there was limited scope within the anticipated and actual timelines to accommodate delays in the negotiation process. Given the limited time available between the switchovers, it is important for the department to assess the risk of possible delays during the negotiation process. 3.69 In general, deeds were awarded in a timely manner, which was due, in part, to the existing working relationships between DBCDE and the service contractors. All awarded deeds were published on AusTender and DBCDE had appropriate delegations in place to authorise expenditure for the deeds in accordance with financial management legislation. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 84

4. Scheme Delivery Arrangements This chapter examines the delivery of HAS services, including customer communication and engagement, and the management of service contractors. Introduction 4.1 As previously noted, DHS (on behalf of DBCDE) approaches potential customers with an invitation to test their eligibility for assistance under HAS. Those customers assessed as eligible for assistance, receive at no cost a range of HAS services tailored to meet their individual needs. HAS services are delivered into customers’ homes by installers subcontracted to the service contractors engaged by DBCDE. 4.2 To determine whether DBCDE had effective arrangements to deliver HAS, the ANAO examined the following key elements of the department’s delivery model: � customer communication and engagement; � service contractor management, including payments; � quality assurance activities; and � complaints management. Customer communication and engagement 4.3 DBCDE has in place a communication strategy aimed at raising awareness of the availability and benefits of HAS to prospective customers. This strategy is informed by ongoing engagement with the Consumer Expert Group (CEG). 63 4.4 DBCDE has identified the primary audience for its communication strategies as potentially eligible people living in an area that is switching over to digital television that are in receipt of the maximum rate of one of the pensions or social security payments identified for assistance. Nominees for potentially eligible people, who have the authority to act on behalf of a person 63 As previously noted, issues relevant to the Government’s switchover program, such as technical implementation, community liaison, updates on HAS rollouts planned and underway are reviewed by CEG, which was established by DBCDE. The outcomes and actions arising from this advice are incorporated into the department’s forward-planning to improve future rollouts. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 85

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