Annual Report 2002–03 Volume I
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- Price $0.3 million Purchasing, funding and relationship management Quality—Assurance
- Quantity Number of service agreements under management —1 Price
- Quantity Major pieces of research and evaluation completed
- Quality—Client satisfaction
- Output Group 1.4 I Child Care Support
Departmental outputsCostCost per child support dollar transferred between parents 12.0 cents per $1 transferred Cost per child support case$336 per case Policy adviceQuality—Client satisfactionMinisters and ministers’ offices satisfied with the quality of policy advice and Department meets standards for policy advice Ministers and their offices did not provide feedback on individual output groups but did provide feedback on departmental performance as a whole. Information on ministers’ and their offices’ assessment can be found in Part two—Ministerial and parliamentary services. Technical quality of policy advice for Outcome 1—Marginally satisfactory.
QuantityNumber of items to ministers 63 ministerial submissions and other written briefings or advice prepared; 1262 ministerial replies to correspondence completed. Price$0.3 million Purchasing, funding and relationship managementQuality—AssuranceFaCS ensures that service providers meet terms and conditions of funding As part of FaCS, the Child Support Agency follows the department’s purchasing, funding and relationships management guidelines. Service agreements/contracts that meet legislative, government policy and departmental requirements are in place with all service providers All service providers have agreements or contracts with the Child Support Agency that meet FaCS guidelines. QuantityNumber of service agreements under management—1 Price$0.1 million Research and evaluationQuality—AssuranceResearch and evaluation during 2002–03 was of a consistently high standard. It met timelines and terms of reference and was methodologically sound. QuantityMajor pieces of research and evaluation completed—1 (in progress) Price$0.5 million Service deliveryQuality—AssuranceStakeholder confidence in child support servicesCSA maintained and enhanced connections at all levels to improve stakeholder confidence in the administration of the Child Support Scheme, and in the services delivered by CSA. Members of Parliament and their staff were briefed during the year; these briefings were well received. The volume of ministerial correspondence increased in proportion to the CSA caseload in 2002–03. CSA staff conducted community information and outreach sessions in regional and metropolitan centres. These sessions were often attended by local members of Parliament in addition to parents and other interested people. Those who came to the sessions gained information about the Child Support Scheme and CSA, as well as related community support services. Members of Parliament have been very positive about the operation of these sessions. The Registrar’s Advisory Panels and the Legal Liaison Group continued to provide representatives from parent groups, other government departments and legal bodies with forums for discussion of and feedback about child support issues. These formal meetings facilitated the participation of key stakeholders in the administration of the Child Support Scheme in Australia. Quality—Client satisfactionClient satisfaction and professionalism indicators from CSA surveysCSA conducted a Professionalism Survey in 2003. The results remained stable from the previous survey conducted in February 2002. Staff were rated most highly on the element ‘Personal characteristics of staff’ (that is, polite, helpful, sincere and being able to listen), which is consistent with previous years. In conjunction with an external consultant, CSA has been working to redesign the model used to measure client satisfaction. The new model will use interactive voice response systems to collect feedback from clients immediately after they call CSA. It will be piloted in 2003, with national implementation taking place in 2004. QuantityNumber of cases managedAt 30 June 2003 CSA had 711 541 registered cases, representing nearly 1.3 million separated parents and some 1.1 million children. This is an increase of 6.5 per cent since 30 June 2002. Figure 7: Growth in CSA active caseload Price$245.4 million—Child Support Agency $0.9 million—FaCS $0.6 million—Centrelink
Contribution to Outcome 1Child Care Support contributes to Outcome 1 by: helping families to participate in the economic and social life of the community through the provision of support for child care helping families balance their work and parenting roles by the provision of flexible child care services through quality child care, contributing to the development and education of children providing a focus for early intervention and prevention initiatives for vulnerable families and children.
StrategiesManage policy development and planning for the ongoing administration of Child Care Benefit, including annual reconciliation of parents’ entitlements against actual income and child care usage Efficiently manage the Child Care Support Broadband, which provides considerable support for the availability and quality of child care Work closely and communicate effectively with the child care sector to ensure payments and procedures are administered effectively Build and expand on established communication systems to provide information to families and consult with service providers. Provide ongoing information and training to support the administration and delivery of child care support, particularly Child Care Benefit Improve the quality and timeliness of data and the consistency of data collection across states and territories, and federal agencies, for policy evaluation and future policy development Develop and implement measures to improve the availability and flexibility of child care that meets the needs of families, particularly in rural and regional communities Provide support for implementing changes to the Long Day Care and Family Day Care Quality Assurance Systems and implement quality assurance in Outside School Hours Care.
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