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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

after‐care and

after‐care and warranty issues and better prepare the department for the significant scaling up of the Scheme. Payments to service contractors 4.44 Before payments are made to service contractors, evidence is required that the goods and services have been received or delivered and have met the required standards of performance. Data reconciliation and payments for the Mildura/Sunraysia pilot and Regional South Australia and Broken Hill rollout 4.45 The actual number of tax invoices received by DBCDE is limited, as invoices are only required to be submitted monthly. However, the information accompanying each invoice submitted by a service contractor is extensive, and requires detailed compliance checking to ensure services delivered substantiates the amounts claimed. 4.46 Service contractors are required to provide the department with an invoice for the previous month no later than 21 days after the month has concluded. Payments are to be made within 30 days of provision of a correctly rendered invoice. As part of the reporting requirements in the deeds, invoices must be sent to DBCDE along with all customer installation forms and ‘backing‐data’. 77 DBCDE developed a data reconciliation process that was to be completed by the department prior to the service contractors presenting tax invoices for each installation form provided by the service contractors. DBCDE staff were required to review the installer details, service types claimed (ensuring cost elements match service types delivered), the Modulation Error Ratio (MER) data for all installations, with an additional reading for external antennae 78 , signatures and dates, and the customer’s declaration. 4.47 Where the data matched the information provided, an email was generated to request the service contractor to submit a corresponding tax 77 Backing-data is all the information that is collected by the installer/subcontractor, including the: job identification number; installation identification number; customer/agent name; customer address; antenna/aerial eligibility indicator; date work order created; installation date; installer’s name; service type, service levels, incentive payment with specification of the installation completed within 3 weeks, 3–4 weeks or 4–6 weeks; STB serial number; STB cost elements; total installation cost; service dates; lowest Modulation Error Ratio (MER) reading at outlet; lowest MER reading after antenna installation/upgrade. 78 MER is a measure used to quantify the performance of a digital radio transmitter or receiver in a communications system using digital modulation. MER is calculated from the average power of the signal and is defined in decibels. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 98

Scheme Delivery Arrangements invoice to DBCDE for all service delivered by approved subcontractors. Where the data did not match the information provided, the service contractor was informed that it must resubmit correct information and a tax invoice. 4.48 In February 2011, DBCDE developed further backing‐data checks to identify any duplicates and unapproved installers in the data sent by service contractors. Where any errors or anomalies were found, DBCDE officers created an error spreadsheet to send to the service contractors via email prior to requesting a tax invoice. 4.49 The service contractors informed the ANAO that generally invoices were being paid in a timely manner, although there was inconsistency in the way each invoice was assessed and any anomalies were managed. Service contractors also informed the ANAO that earlier communication from the department around changes to payments processes would have been beneficial. Revised payment processes for Regional Victoria and Regional Queensland 4.50 In September 2011, revised business processes for quality assurance of the backing‐data and invoices submitted by the service contractors were developed by DBCDE to further enhance HAS financial management controls. These processes were further updated in April 2012, and distributed to service contractors within the revised Service Contractor Practical Guide. 4.51 Fifteen key quality assurance (QA) checks were to be completed against tax invoices and supporting documentation. 79 The installations included in each invoice are checked against the approved installer register, and invoices are rejected if an unapproved subcontracted installer is listed. In addition to the QA reviews, further reviews are undertaken on the backing‐data and on incentive payments (discussed below) prior to receiving approval for payment by DBCDE. Incentive payment checks 4.52 To encourage more timely service delivery, HAS deeds include incentive payments, which are awarded if installations are completed within established thresholds. Incentive payments were introduced after the Mildura/Sunraysia pilot rollout, and were in place from the Regional South Australia and Broken Hill rollout. Incentives are paid based on the time taken 79 Appendix 4 outlines the 15 QA checks undertaken on all invoices and backing-data provided to DBCDE. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 99

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