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Output 1.3 Quality and quantity information
- Quality indicators
- Quantity indicators
- Services to clients
- Service Level Agreement
- Quantity information for output 1.3
- Client satisfaction with briefing, administrative, visit facilitation, communications and other services provided.
- Scope and composition of administrative services provided to other agencies overseas.
- Number of official programs organised for members of parliament (excluding the Prime Minister or ministers) and parliamentary delegations.
- Number of services provided to parliamentary committees.
- Number of overseas visits by representatives of state or territory governments, and by state and territory parliamentarians, supported by the department.
- Number of Australian companies supported by the department with
advice on market conditions, access to government and private sector contacts,
and through representations directly connected with their particular
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Services to clients
Feedback on the department's work for other agencies was obtained through our internal evaluation processes, particularly the annual post evaluation reports. The department does not have formal mechanisms for receiving feedback for work done on behalf of parliamentarians or business, although we receive informal feedback through overseas posts and in Australia.
Feedback on our support for other agencies, as received through the post evaluation reports process, was generally very positive and constructive. Thirty-one departments and agencies took the opportunity to comment on posts' performance in meeting government policy objectives. Post evaluation reports allowed us to assess the performance of posts in meeting whole-of-government objectives and to review our reporting priorities in areas of policy interest to other agencies.
The department, including overseas posts, was commended for work during the year on behalf of federal and state parliamentarians. Feedback-including through statements made in parliament-indicated that posts provided valuable assistance on substantive aspects of parliamentarians' programs overseas, as well as on logistical and other practical matters.
The department received feedback on the services we provided to business through written and oral comments offered both in Australia and at posts. The high level of support we provided was commented upon favourably by a number of companies throughout the reporting period.
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Under the Service Level Agreement (SLA), which replaced the Common Administrative Services agreement on 1 July 2001, the department provided administrative support to 20 departments and agencies, covering almost 2000 staff. In addition, Austrade, with 377 overseas staff, received administrative services under a bilateral memorandum of understanding. The main purchasers of services under the SLA were the Department of Immigration and Multicultural and Indigenous Affairs, the Department of Defence, and AusAID. Overall, feedback from agencies was positive and clients were pleased with the level of support provided and the standard of service delivery. See Appendix 10: Purchaser-provider arrangements, for further details on Australian Government agencies party to the SLA.
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Quantity information for output 1.3
|Scope and composition of administrative services provided to other agencies overseas. [Note 1]||21||29|
|Number of official programs organised for members of the Commonwealth Parliament (excluding the Prime Minister or ministers) and parliamentary delegations. [Note 2]||159||228|
|Number of services provided to parliamentary committees. [Note 3]||27||20|
|Number of overseas visits by representatives of state or territory governments, and by state and territory parliamentarians, supported by the department. [Note 4]||549||332|
|Number of Australian companies supported by the department with advice on market conditions, access to government and private sector contacts, and through representations directly connected with their particular interests. [Note 5]||9 925||15 795|
1. This is the number of agencies serviced under the Service Level Agreement, plus Austrade (which received administrative services under a bilateral memorandum of understanding). The services provided under the Service Level Agreement are grouped together in six categories which are: personnel services (Australia-based staff), personnel services (locally engaged staff), office services, property services, financial services and communications.
2. This figure is based on work undertaken by each post; that is, it reflects the number of programs organised on a country-by-country basis, rather than the number of MPs and Senators assisted by the department in Canberra. The number of official programs organised during the reporting period reflects the lower level of travel undertaken by Commonwealth parliamentarians in the period leading up to the federal election in November 2001 until the first sitting of the new parliament in February 2002.
3. This figure reflects the number of Committee Hearings before which the department appeared.
4. This figure is based on work undertaken by each post; that is, it reflects the number of programs organised on a country-by-country basis.
5. This information was collected by all areas of the department, including overseas posts, and collated centrally. It reflects the number of companies supported on a country-by-country basis. The difficulty in defining what constitutes support, given our different operating environments overseas, means that this figure is necessarily an approximate one. The broadening of definitions under other categories means that some activities which were previously counted under this classification are now counted under consultations or meetings (see quality and quantity reporting for output 1.1 at page 96).
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