The Auditor-General (A/g) responded on 23 September 2015 to correspondence from Senator Nick Xenophon on 8 September 2015 regarding florist at Parliament House, DPS and LGW Design.

The purpose of the audit was to examine the environmental management mechanisms in place across some of the major Commonwealth land management and oversighting entities. In particular, the audit examined Commonwealth environmental management practices to identify current strengths and weaknesses, and provide a framework and direction for the adoption of better practice and continuous improvement. The audit has not been designed to judge past Commonwealth performance using current environmental standards and practices. Rather, the audit focused on encouraging the development of better practice by illustrating the implications and lessons learned from past and present practices.

This audit reviewed:

• the methods used by the Department of Social Security (DSS) to determine and allocate staff numbers to Regional Offices. It sought to ascertain whether the allocations resulting from these methods met the demands placed on Regional Offices and the scope for improvement to these methods; and
• the scope for improvements to the benefit delivery process and other aspects of Regional Office operations that could lead to significant productivity gains or client service benefits.

This audit reviewed the efficiency and administrative effectiveness of case management in the Department of Employment, Education and Training (DEET) to identify good practices and any areas in need of improvement.

The objective of the audit was to provide assurance about the Australian Taxation Office's risk management approach and to add value to its administration by analysing the economy, efficiency, administrative effectiveness, equity and accountability of the related processes employed within the organisation. The ANAO reviewed the formal risk management process that the ATO uses to deal with all sources of risk for the organisation.

The Department of Defence is responsible for administering the Defence export facilitation program which is aimed at promoting Australian defence-relevant exports. The Department administers the program in cooperation with AUSTRADE. Defence is also responsible for administering export controls on defence and related goods and dual-use goods. The Department of Foreign Affairs and Trade is responsible for controls on chemical and biological weapons precursors. The Department of Primary Industries and Energy is responsible for controls on nuclear-specific technology and source/fissionable material. The Australian Customs Service implements barrier controls at ports and airports. In September 1993 the then Minister for Trade referred to the Joint Standing Committee on Foreign Affairs, Defence and Trade (JSCFADT) an inquiry into the implications of Australian defence exports. The JSCFADT's Report on the Implications of Australian Defence Exports (September 1994) recommended, inter alia, that the Auditor-General conduct a performance audit of the operations of the guidelines concerning the controls on the export of defence and related goods, the export control process, and all export facilitation activities. The Auditor-General agreed to undertake an audit, which commenced in May 1995 as a preliminary study and was designated as a performance audit on 30 August 1995.

The purpose of the audit was to determine:

• whether the planning and implementation of the DSS Teleservice project has been adequate to ensure successful operations;
• the efficiency and administrative effectiveness of Teleservice Centre management practices;
• whether Teleservice Centres have been successful in delivering the anticipated improvements to client service; and
• what opportunities might be available for improvement in the operation of the Centres.

An important aim of the audit was to ascertain with DSS what value could be added by identifying more administratively effective and efficient means of managing and operating their Teleservice Centre network. In addition, the ANAO considered that the experience gained and lessons learned from the introduction of Teleservice operations by DSS could improve the planning and implementation of major technology-based operational and client service initiatives in the future, both in DSS and the Australian Public Service (APS) generally.

In carrying out the audit, the ANAO undertook an extensive examination of the Teleservice environment including:

• examining the experience and practices of private sector call centre operations;
• reviewing the DSS Teleservice network, involving detailed discussions with departmental officers, examining files and data and observing Teleservice Centre operations; as well as
• consulting a range of community groups and government agencies familiar with DSS's Teleservice Centre services.

The Auditor-General responded on 9 December 2015 to correspondence from the Hon Shayne Neumann MP on 7 September 2015 regarding Indigenous Advancement Strategy.

Given the importance of customer feedback to Centrelink's business, the ANAO considered it timely to conduct a series of performance audits relating to Centrelink's customer feedback systems, particularly in relation to its delivery of the services then provided on behalf of FaCS. The overarching objective of this series of ANAO performance audits of Centrelink's customer feedback systems was to assess whether Centrelink has effective processes and systems for gathering, measuring, reporting and responding effectively to customer feedback, including in relation to customer satisfaction with Centrelink services and processes.

The objectives of the audit were to:

• review the implementation arrangements in relation to the transfer of the delivery of AUSTUDY to Centrelink and its subsequent inclusion as part of the Youth Allowance; and
• to form an opinion on the efficiency and effectiveness of the front-end processing aspects of AUSTUDY applications.