Annual Report 2002–03 Volume I

Appendix 2 I Commonwealth Disability Strategy performance report

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Appendix 2 I Commonwealth Disability Strategy performance report

FaCS has continued to work to improve its performance in its third year of reporting under the Commonwealth Disability Strategy (CDS) and reports its performance against policy, purchaser and employer roles. The Child Support Agency (CSA) reports later in this appendix. The Social Security Appeals Tribunal reports in its own annual report

FaCS

Each FaCS branch and state or territory office has assessed its performance against relevant performance indicators from February to April 2003. The performance information was then collated for FaCS as a whole against each role.

Progress made

FaCS continued to make gradual improvements in the accessibility of its information and embedding accessibility issues in its mainstream processes. The 2001-02 annual report received the W3C accessibility award from the Institute of Public Administration of Australia for the ease with which the online version of the annual report can be accessed. The notes for the awards say that FaCS was a standout winner in this category, the first year it was awarded.

FaCS adopted a standard to ensure that all information is made accessible and issued guidelines to help staff to meet the standard. It was promoted widely to all staff through a personal postcard, staff meetings and the intranet.

Business planning guidelines now include a reminder to consider accessibility issues, which puts them in line with procurement and new policy guidelines and standard agreements and contracts.

Room for improvement

FaCS had one complaint under the Disability Discrimination Act 1992 about the availability of application forms in alternative formats. It also dealt with two complaints about delays in distribution of Braille versions of a consultation paper through its complaints handling process.

The rigour of data collection against the CDS performance indicators continues to vary across FaCS. Two measures are being considered to bring greater consistency: extending reporting under the CDS to the full year rather than a three-month sample period and further developing the ‘Disability Action Plan’ Branch Contact Officer role to reflect its importance in promoting disability issues and coordinating improvements in performance across all of FaCS. The revision of the FaCS Disability Action Plan 2001-04 will focus on these key areas for improvement.

FaCS

Table 83: FaCS—Performance report against the CDS reporting framework for the sample period February to April 2003

POLICY ADVISER ROLE

Performance indicator	Performance measure for January to March 2002	Current level of performance
New or revised program/policies assess impact on the lives of people with disabilities prior to decision	Percentage of new or revised policy/program proposals that document that the impact of the proposal was considered prior to the decision-making stage	80 per cent (down from 90 per cent)
People with disabilities are included in consultations about new or revised policy/program proposals	Percentage of consultations about new or revised policy/program proposals that are developed in consultation with people with disabilities	85 per cent (up from 80 per cent)
Public announcements of new, revised or proposed policy/program initiatives are available in accessible formats for people with disabilities in a timely manner	Percentage of new, revised or proposed policy/program announcements available in a range of accessible formats	90 per cent (up from 85 per cent) FaCS has developed a service standard for provision of these documents

Table 83: FaCS—Performance report against the CDS reporting framework for the sample period February to April 2003 continued

PURCHASER ROLE

Performance indicator	Performance measure for January to March 2002	Current level of performance
Purchasing specifications and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992	Percentage of contracts for the purchase of goods and services require the contractor to comply with the Disability Discrimination Act 1992 Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992	98 per cent (up from 87 per cent, reflecting a gradual decrease in the number of older non-standard contracts still active) FaCS standard contracts include a specific reference to Disability Discrimination Act 1992 from July 2002 Older contracts specify that contractors must comply with all relevant Commonwealth legislation, including the Disability Discrimination Act 1992
Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided	Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic Average time taken to provide accessible material in: electronic formats formats other than electronic	100 per cent of performance reports released are publicly available in accessible electronic formats, html or text files (up from 95 percent) The time taken to provide these documents was not routinely recorded
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about provider’s performance	Established complaints/grievance mechanisms, including access to external mechanisms, in operation	Complaints are handled under the FaCS Service Charter. This includes access to external complaints mechanism. Under funded service agreements, providers are required to have a grievance mechanism in place and access to another level of resolution if this fails
Publicly available information on agreed purchasing specifications is available in accessible formats for people with disabilities	Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic Average time taken to provide accessible material in: electronic formats formats other than electronic	100 per cent (up from 95 per cent) Branches reported that they met the FaCS Accessible Information Standard
Processes for purchasing goods or services with a direct impact on the lives of people with disabilities are developed in consultation with people with disabilities	Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities	85 per cent (no change)

Table 83: FaCS—Performance report against the CDS reporting framework for the sample period February to April 2003 continued

EMPLOYER ROLE

Performance indicator	Performance measure for January to March 2002	Current level of performance
Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992	Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992	100 per cent
Recruitment information for potential job applicants is available in accessible formats on request	Percentage of recruitment information requested and provided in: accessible electronic formats (html or text files) accessible formats other than electronic Average time taken to provide accessible information in: electronic formats formats other than electronic	100 per cent of all standard recruitment materials are in accessible formats. Advice and support is provided to all recruitment panels and agencies on handling requests for accessible information. A log of all requests for accessible information is maintained One office reported that within 48 hours either electronic information was provided or applicants were advised when other formats would be available An extension was also provided to the closing date for application in accordance with this delay
Agency recruiters and managers apply the principle of reasonable adjustment	Percentage of recruiters and managers provided with information on reasonable adjustment	100 per cent of recruiters and managers were provided with advice and information on reasonable adjustment when requested. FaCS has made amendments to standard contracts re reasonable adjustment— 100 per cent complete
Training and development programs consider the needs of staff with disabilities	Percentage of training and development programs that consider the needs of staff with disabilities	100 per cent. All FaCS core skill learning and development programs include information on disability issues as they relate to the program
Training and development programs include information on disability issues as they relate to the content of the program	Percentage of training and development programs that include information on disability issues as they relate to the program	100 per cent. FaCS’ priority skills learning and development programs include information on disability issues relating to the program
Complaint/grievance mechanism, including access to external mechanisms, in place to address issues and concerns by staff	Established complaints/grievance mechanisms, including access to external mechanisms in operation	FaCS has completed a review of its complaints and grievances as a result of Certified Agreement negotiations, a secure database has been developed, was operational from July 2002 FaCS has reviewed all people management policies State and territory offices report that all staff are aware of complaints and grievance mechanisms under the Certified Agreement.

Child Support Agency

(For the period 2002–03)

Table 84: Child Support Agency—Performance report against the Commonwealth Disability Strategy Reporting Framework

PURCHASER ROLE

Performance indicator		Performance measure		Current level of performance
Publicly available information on agreed purchasing specifications are available in accessible formats for people with disabilities		Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic Average time taken to provide accessible material in: electronic formats formats other than electronic		100 per cent for electronic formats 100 per cent for formats other than electronic The time taken to provide these documents has not been routinely recorded. There were no requests for documentation in other formats
Processes for purchasing goods or services with a direct impact on the lives of people with disabilities		Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities		No tenders placed had a direct impact on people with disabilities
Purchasing specifications and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992		Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992 Percentage of contracts for the purchase of goods and services that require the contractor to comply with the Disability Discrimination Act 1992		All tender documents made reference to compliance with relevant Commonwealth legislation including the Disability Discrimination Act 1992 All contracts offered required the contractor to comply with all relevant Commonwealth legislation
Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is available		Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic Average time taken to provide accessible material in: accessible electronic formats accessible formats other than electronic		CSA did not release any performance measurements or reports against contract purchasing specifications The time taken to provide these documents has not been routinely recorded
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about the providers performance	Established complaints/grievance mechanisms, including access to external mechanisms, in operation		100 per cent. All tender documents contain specific clauses on complaint handling procedures
PROVIDER ROLE
Providers have established mechanisms for quality improvement and assurance	Evidence of quality improvement and assurance systems in operation		CSA has developed and implemented a comprehensive integrated business management system which includes frameworks for managing quality improvement and assurance
Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for people with disabilities	Established service charter that adequately reflects the needs of people with disabilities in operation		CSA has a client service charter that specifies the roles of the provider and the consumer. This document is available at the CSA web site
Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised about performance	Established complaints/grievance mechanism, including access to external mechanisms in operation		100 per cent CSA has a well established Complaints Service that includes access to external mechanisms such as the Commonwealth Ombudsman and the Federal Privacy Commissioner
EMPLOYER ROLE
Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992	Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992		CSA (General Employees) Agreement 2002 adheres to relevant Commonwealth legislation, including the Disability Discrimination Act 1992 CSA Deaf Network continued to be supported during 2002–03 CSA continues to review the following policies or programs in keeping with the Disability Discrimination Act 1992: orientation program entry level training program graduate program team leader development program HR management procedures and corporate guidelines recruitment management procedure
Recruitment information for potential job applicants is available in accessible formats on request	Percentage of recruitment information requested and provided in: accessible electronic formats accessible formats other than electronic Average time taken to provide accessible information in: electronic formats formats other than electronic		100 per cent for electronic formats Average time for electronic formats: 24 hours All recruitment information is available in accessible formats at the CSA web site and the recruitment contractor’s web site. The recruitment team did not receive any requests for information in non-electronic accessible formats
Agency recruiters and managers apply the principle of reasonable adjustment	Percentage of recruiters and managers provided with information on reasonable adjustment		100 per cent for recruiters 100 per cent for managers All recruitment contracts specify that reasonable adjustments are to be made during the recruitment and selection process. All internal recruiters and managers are provided with information and advice on reasonable adjustment
Training and development programs consider the needs of staff with disabilities	Percentage of training and development programs that consider the needs of staff with disabilities		100 per cent CSA training database enables employees to identify specific needs at the time of nomination. Training programs are developed taking into account individual learning styles and preferences for accessing information. All training evaluations seek to identify needs not met during the training
Training and development programs include information on disability issues as they relate to the content of the program	Percentage of training and development programs that include information on disability issues as they relate to the program		100 per cent
Complaint/grievance mechanism, including access to external mechanisms, in place to address issues and concerns by staff	Established complaints/grievance mechanisms, including access to external mechanisms in operation		100 per cent CSA (General Employee) Agreement 2002 has an established process for handling complaints which includes access to external mechanisms. All staff are provided with advice on the complaints/grievance process during orientation

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