Centrelink annual report 1999 – 2000 Contact officer



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Appendix v

Consultancy Services

Policy for Selection and Engagement of Consultants

Centrelink’s policy on the selection and engagement of consultants is based on the relevant Commonwealth Procurement Guidelines/Circulars and Chief Executive Instructions.

It is Centrelink’s policy to restrict the use of consultants to circumstances where the required expertise or services are unavailable when required from within the Australian Public Service, and the task is short-term and discrete. In general, Centrelink’s requirements for consultancy services can be identified against a number of broad categories which may include market research, statistical information gathering and analysis, advertising and promotional campaigns, business analysis and review, training and service delivery advice.


Selection Procedures

The method of selection of consultants is based on principles consistent with the procurement methodology adopted for obtaining other goods and services and is predicated on the principles of value for money and open and effective competition. Factors taken into account in the selection of consultants include the extent of competition available in the market place, the complexity and the estimated cost of the proposed consultancy, the available timeframe and the cost of approaching the market and evaluating offers.

Centrelink considers that this is best achieved through a combination of public and restricted tendering processes. Due to the nature of consultancy services required, there are some instances where consultants may be engaged without a competitive selection process but this is usually limited to instances where similar services have been provided to other Commonwealth agencies or where the consultant may have provided the services previously and has a comprehensive understanding of the objectives of the program.

In instances where a proposal has been made to confine an inquiry to a particular consultant, the delegate must be satisfied that the method of procurement selected has been fully justified in accordance with the relevant requirements under both Commonwealth and Centrelink procurement policies, guidelines, Chief Executive Instructions and protocols.

Explanatory Notes

The following legend serves as an explanatory guide to the data contained in Table 27:

‘How Engaged’ Codes

P/T = Public Tender

R/T = Restricted Tender

Justification for Codes

A = Skills currently unavailable within the Agency

B = Requirement for collection of quantitative statistical information

C = Requirement for independent or impartial research/assessment by an independent organisation

D = Requirement for specialist/professional expertise

Summary

The total number of consultancy services contracts let during 1999–2000 was 132. Of these, 76 were consultancies where the total contract value was $10 000 or greater and these are individually shown in the table below. These consultancies are divided into two broad categories: General and Human Resources.

An additional three market research consultancies with a value of greater than $1500 but less than $10 000 have been included here, as required under section 311A of the Commonwealth Electoral Act 1918 (see also I, page 209). The total dollar value of the three consultancies is $25 782.

The total dollar value of consultancy contracts greater than $10 000 let during the year is $5.03 million.

The total amount paid on all consultancy services contracts in 1999–2000 was $9.31 million. This figure includes amounts for consultancy service contracts let in the preceding financial years that were still active in 1999–2000.



Table 27: Consultancy services contracts let to the value of $10 000 or more in both General and Human Resource categories during the year 1 July 1999 to 30 June 2000

CONSULTANCY SERVICE

Consultant

Consultancy Service Provided

How Engaged

Justification Code

General Consultancies (Total Value)

Human Resources Consultancies (Total Value)

Allstaff Australia Pty Ltd

Preparation of communication strategies and promotion of Centrelink’s role in the wider community

R/T

D

$101 088.00




Arplan

Assessment and evaluation of bids for tender process

R/T

A, D

$75 600.00




Box Hill Institute TAFE

Workplace assessment

R/T

D




$33 643.00

Brightstar Information Technology Group Pty Ltd

SAP Data extract reporting

R/T

A

Standing Offer




Brightstar Information Technology Group Pty Ltd

SAP consulting in relation to service based costing project

R/T

D

$100 000.00




Computer Corporation of America (CCA)

Model 204 training for National Support Office staff

R/T

A,D




Standing Offer

Deloitte Consulting Pty Ltd

Advice on IT infrastructure outsourcing

P/T

C, D

$478 000.00




Deloitte Consulting Pty Ltd

Provision of cost per service for customer using activity based costing, price benchmarking and fixed and variable funding

P/T

A

$736 000.00




Deloitte Consulting Pty Ltd

Consultancy for an improved child care provider payment plan

R/T

D

$69 000.00




Energy Efficient Strategies Pty Ltd

Audit of Telstra lines

R/T

D

$25 600.00




Enterprise Marketing & Research

Ascertain from business people the time taken to complete government forms

R/T

A,C

$240 000.00




Eureka Research

Analysis of questionnaire forms

R/T

A,C

$14 088.00




Interactive Media Pty Ltd

Design of HTML prototype for balanced scorecard

R/T

A

$10 000.00




IPMS Pty Ltd

Review of National Support Office accommodation arrangements

R/T

A

$21 000.00




Jonson Business Consulting Services

Development of an integrated framework for Stakeholder Research

P/T

A

$ 200 000.00




Mark Dignam

Research to review the operations of Centrelink business TV unit

R/T

A,C

$20 000.00




Market Access

Communication needs and preferences for youth and students customers

R/T

A,C

$40 000.00




Market Access*

Evaluate Telstra multimedia pay phone trial

R/T

A,C

$59 000.00




Market Attitude Research

Market test the revised Youth Allowance claim package

R/T

A,C

$40 000.00




Market Solutions

To undertake survey gauging service, consistency of advice and office presentation in two areas

R/T

A,C

$15 000.00




Market Solutions

Assistance for Isolated Children survey

R/T

A,C

$20 529.00




Matra Pty Ltd

Advice in relation to assessing the value for money aspects of mainframe software

R/T

D

$30 000.00




Matra Pty Ltd t/a the Tennyson Group

Review of software contracts

R/T

D

$33 000.00




Meta Group Asia Pacific Ltd

Enterprise architecture strategies

R/T

D

$215 000.00




Millar Watson

Project management architectural and construction

R/T

D

$20 700.00




Millar Watson

Project management architectural and construction

R/T

D

$24 400.00




Millward Brown Australia

Validation of ‘life events’ research with Centrelink customers and the wider community

R/T

D

$45 668.00




Millward Brown Australia

Qualitative research for customer charter annual review

P/T

A, B, C

$28 250.00




Millward Brown Australia

National customer satisfaction research for May 2000

P/T

A, B, C

$80 885.00




Millward Brown Australia

Service delivery model

R/T

A,C

$49 465.00




Myriad Consultancy

Market research on customer service in rural and remote areas

R/T

C

$9 700.00




New Focus

Marketing of Centrelink’s payment deduction service, Centrepay

R/T

A,C

$147 000.00




Newton Wayman Chong

Evaluate customer response to intended refinements and simplification of data on statement style letters

R/T

A

$14 948.00




Newton Wayman Chong

Statement style letters follow-up

R/T

A

$22 000.00




Newton Wayman Chong

ABSTUDY survey

R/T

A,C

$65 222.00




Novell Consulting

Standing offer for specialist IT services

R/T

D

$170 000.00




OPTUS Administration

Training solution for the Call Centre network

P/T

A




Standing Offer

Orima Research

Information needs of Disability and Carer customers

R/T

A,C

$37 800.00




Orima Research

Centrelink Call Centre survey

R/T

A,C

$32 350.00




Orima Research

Market test Family Allowancev 18–24 brochure

R/T

A

$19 780.00




Orima Research

Pre-test the updated booklet What to do when someone dies

R/T

A,C

$14 970.00




Orima Research

Pre-test Unzipped magazine

R/T

A,C

$19 200.00




Orima Research

Pre-test Disability Connections

R/T

A

$7 682.00




Orima Research*

Market test government’s savings bonus initiative

R/T

A,C

$53 385.00




Performance Mentors

Mentoring program

R/T

D




$21 000.00

Pricewaterhouse Coopers

Crisis simulation exercise and crisis plans

R/T

A

$110 536.00




Pricewaterhouse Coopers

Taxation advice, project management assistance

R/T

A,D

$150 000.00




Professional Impressions Pty Ltd

Benchmarking tours/workshops

R/T

D

$12 900.00




PSI Consulting

Replacement Medical Assessment panel contracts

P/T

D

$27 800.00




PSI Consulting†

Rent Assistance review

R/T

A

$23 164.00




PSI Consulting†

Rent Assistance review

R/T

A

$27 000.00




PSR Software Pty Ltd

Business analysis of technical specifications for performance data management system

R/T

A

Standing Offer




Qantas Airways Ltd

Performance management and coaching seminars

P/T

D




$15 000.00

Quadrant Research

Pre-test Rural News

R/T

A,C

$11 900.00




Quadrant Research

Market test Employment Update—1999–2000 editions

R/T

A,C

$44 100.00




Quadrant Research

Pre test Student Update

R/T

A,C

$8 400.00




Quasar Professionals

Recruitment service for I&T personnel

R/T

A, D




$150 000.00

RAP Activities Pty Ltd

Provision of training materials for GST and train the trainer

R/T

A,D




$149 000.00

Research Advantage

Evaluate statement of circumstances

R/T

A,C

$26 632.00




Research Advantage

Concept testing new Families imagery

R/T

A,C

$40 396.00




Roger Monk

Provision of media liaison services

R/T

A,D

$52 000.00




Rogers & Jefferis

Provision of structural engineering services

R/T

A

Standing Offer




Ross Begbie

Results through people training

R/T

D




$29 780.70

Roy Morgan

Market test Client Magazine

R/T

A,C

$15 000.00




Roy Morgan

Market test the casual income record—employer verified form

R/T

A

$11 200.00




Russell Reynolds

Recruitment of Chairman and board member

R/T

A , C




$75 000.00

Seranova

Develop new prototype for balanced scorecard

R/T

C , D

$16 000.00




SMS Consulting Group

SAP Data extract reporting

R/T

A

Standing Offer




SMS Consultancy Pty Ltd

Risk management plan for performance data management system

R/T

D

$45 000.00




SMS Consultancy Pty Ltd

Project management and business analysis in relation to performance data management system

R/T

D

$97 500.00




Sweeney Research

Market test tax reform measures

P/T

A,C,D

$58 750.00




Sweeney Research

Treating doctor’s report review

R/T

A,C

$13 850.00




Synerlogic Microsystems Pty Ltd

Specialist IT services

R/T

D

$200 000.00




Team Systems Pty Ltd

Design and facilitate a team building process to accelerate the process of team formation across the recently expanded strategic services team

R/T

D




$10 875.00

The Customer Connection

Customer service skills

R/T

A,D




$25 000.00

The Riches Group

Leadership training

R/T

A,D




$10 000.00

Upton Martin Consulting

Preparation and facilitation of training courses as requested

P/T

A




Standing Offer

Yann Campbell Hoare Wheeler (now Millward Brown Australia)

National customer satisfaction research for November ’99

P/T

A, B, C

$78 600.00




Yann Campbell Hoare Wheeler

Implementation of new Rural Call Centre

R/T

A

$56 660.00




* Funded by Electronic Service Delivery Team, DEWRSB and HIC.

* Financial responsibility shared between Centrelink $20 648.97, ATO $19 004.98, DVA $13 731.95.

† 50% of the consultancy funded by Department of Family and Community Services.



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