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The audit covered major program elements within the Department of Primary Industries and Energy and Environment Australia that are managed:
directly by DPIE or Environment Australia;
through the One-Stop-Shop project assessment process administered by the States/Territories; or
by non-government organisations.
The purpose of the audit was to examine and benchmark the administrative processes established for these programs. The primary focus of the audit was to draw on the best elements of past practice (particularly in relation to programs involving the One-Stop-Shop) and highlight any shortcomings so that the risks to program effectiveness and accountability could be addressed in the implementation of the Natural Heritage Trust.
The purpose of this audit was to assess the Department of Social Security's approach to customer service against a recognised good practice methodology, and to identify opportunities for DSS to improve the quality of its customer service, its administrative effectiveness and its overall performance. The ANAO's intention was to identify opportunities to improve customer focus, particularly for those aspects of DSS's administration impacting on customer service. The audit criteria included: customer service environment; human resource management practices; communication with customers; customer-friendly approaches; and systematic approaches to continuous improvement.
This is a follow-up audit to Audit Report No.7, 1993-94 titled Department of Social Security: Data-matching. It reports upon the effectiveness of the DSS actions in response to the recommendations of the original 1993-94 audit. In noting the considerable progress made by the Department against the original audit recommendations, the ANAO considers that several recommendations have yet to be fully addressed. These are covered in this report and include reducing the variability in review results across offices, enhancing the TFN registration process, and validating savings assumptions.