Mr Ian McPhee, PSM - Auditor-General for Australia, presented at the CPA Australia, International Public Sector Convention, Melbourne

The objective of the audit was to determine the extent to which the new Commonwealth services delivery arrangements were implemented efficiently and effectively. The audit focussed on the establishment of Centrelink to deliver services on behalf of purchaser departments and the development of associated purchaser/provider arrangements.

The audit objective was to form an opinion on the Department of Veterans' Affairs administration of its activities to maintain and enhance the health and independence of veterans and war widows in their homes and in the community.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Australian Taxation Office Staff Conference, Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Australian Society of CPAs, Canberra

The ANAO is committed to promoting and supporting social inclusion, access and equity. We seek to achieve this by actively building a working environment that supports and encourages employees with a range of skills and life experiences, different cultural and social backgrounds. Delivery of the ANAO’s outcome is supported by our commitment to achieving multicultural access and equity.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the National Public Sector Accountants Conference, Adelaide

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Global Working Group Meeting, Washington

The objective of the audit was to assess the performance of the Child Support Agency in the administration of key aspects of the Child Support Scheme. The ANAO previously audited the CSA in 1993-94 and identified scope for improvement in the management and administration of the Child Support Scheme. Particular areas of audit concern included client service, staff training and debt management. The current audit has reviewed the CSA's progress in improving Agency performance since that time. The audit focused initially on the areas identified in the previous audit, but also sought to identify further opportunities for improvement where appropriate.

Mr Ian McPhee - Auditor-General for Australia, presented at the Australian Corporate Lawyers Association (ACT Division) Conference

The objective of this audit was to examine the efficiency and administrative effectiveness of processes the Australian Customs Service uses to screen incoming and outgoing mail. It also considers the involvement of other stakeholders such as Australia Post and Australian Quarantine Inspection Service.

This cross-portfolio audit reviewed the management of Internet security across ten Commonwealth agencies, with the objective of forming an opinion on the adequacy of Internet security management within the selected agencies. The audit pursued two strands - a review of the management systems employed within agencies including the adequacy of risk assessments, security policies and plans, day to day management and business continuity planning in connection with the agencies' Internet presence, and physical testing of the security arrangements of selected Internet sites. Staff from the Defence Signals Directorate were appointed under the Auditor-General Act 1997 to perform the site testing.

The objective of the audit was to assess the efficiency and effectiveness of the provision of health services to the Australian Defence Force Regular forces. Audit criteria were developed which examined health services policy and strategic planning, resource management, the tri-Service provision of medical, dental and other health care, the operation of and planning for major medical facilities, health care management information systems, occupational health and safety and the supply of health materiel.

Mr Ian McPhee - Auditor-General for Australia, presented at the Australian Institute of Project Management, Hobart

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the InfoHRM Conference, Gold Coast

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Medibank Private Executive Seminar Breakfast, Perth

The audit examined the efficiency and effectiveness of DEWRSBs administrative arrangements for the Work for the Dole Programme. The audit focused on the Community Work Coordinator tender assessment process, selection of projects, contract management arrangements and the mechanisms used for measuring the performance of the Programme against its objectives.

Mr Ian McPhee - Auditor-General for Australia, presented at the Queensland Regional Heads Forum

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Comcover Seminar

The objective of the audit was to assess the workforce planning systems used by the Australian Defence Force with a view to identifying better practice and making recommendations where appropriate to promote overall effectiveness of planning systems. The main issues were the management of the workforce planning function and determination of workforce requirements. The audit concentrated on the full-time military workforce, but also included the issue of the flexibility for military units to employ reserves or civilians where appropriate.

The Commonwealth has significant foreign exchange risk exposures including $A8.4 billion of foreign currency transactions with the Reserve Bank of Australia in 1998-99. Under the Financial Management and Accountability Act and its associated Regulations, all agencies are required to assess and, where possible, manage, foreign exchange risk. The audit reviewed four agencies that have substantial foreign currency payment exposures namely:

• the Department of Defence;
• the Australian Agency for International Development;
• the Department of Foreign Affairs and Trade; and
• the Department of Finance and Administration.

The objective of the audit was to identify and assess the efficiency and cost effectiveness of the management of foreign exchange risk across the selected agencies, also to identify opportunities to improve the management of foreign exchange risk, including any associated potential financial savings that could accrue to the Commonwealth.

Mr Mr Ian McPhee - Auditor-General for Australia, presented to the Public Sector Audit Network Group

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Security in Government 95 Conference, Canberra

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.

Grant Hehir, Auditor-General for Australia, delivered a presentation titled A reflection of how far performance auditing has come from its roots in the 1970s to where we are today and where we are heading, at the IMPACT Conference in Brisbane on 15 March 2016.

IMPACT brings together Auditors-General, leaders, practitioners, industry experts and academics from across the globe to discuss the future of performance auditing in the public sector, share experiences and question current practices.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Australian Government Solicitor Seminar

The objective of the audit was to determine whether:

• councils essentially met their objectives as stated in the IT Acquisition Council Guidelines;
• council members substantially fulfilled their roles and responsibilities, including providing advice regarding relevant government policy; and
• councils add value and assurance in meeting accountability requirements to the acquisition process.

The audit examined how well performance information for programs administered by the (now) Department of Employment, Education, Training and Youth Affairs (DEETYA) facilitates good decision-making and provides a suitable framework for control and accountability for performance.

Mr Ian McPhee - Deputy Auditor-General, presented at the National Institute for Governance, Canberra

The main objectives of the audit were to examine and form an opinion on:

• the efficiency, economy and administrative effectiveness with which the Commonwealth planned and coordinated implementation of the gun buy-back scheme;
• the management of firearms surrender and destruction in the Australian Capital Territory by the Australian Federal Police; and
• the management of the competitive tendering process for the national public education campaign.

Audit criteria were developed which examined program policy and planning, coordination with and payment of funds to the States.

The objective of the audit was to assess the economy, efficiency and administrative effectiveness, including accountability, of the management of boat people by the Department and the providers of major related services to DIMA such as: the Coastwatch Service within the Australian Customs Service and the Australian Protective Service within the Attorney-General's portfolio. The audit examined key issues in the management of boat people largely from a risk management perspective. The audit conclusions are presented in terms of: the economy, efficiency and administrative effectiveness, including the accountability, of operations; and the administrative functions which support the management of boat people, such as detection, reception of boats and costs.

The objective of the audit was to evaluate the Department's performance in pursuit of selected PBS program objectives and outcomes, including to investigate and evaluate the economy, efficiency, administrative effectiveness and accountability of the management of the listing process as a significant element of the program. This involved a review of the developments in the listing process over recent years including: the establishment of a comprehensive database of major applications for PBS listing between 1991 and 1996, which facilitated a detailed analysis of the time taken to list drugs on the PBS schedule; a technical consultancy into the DHFS' Guidelines to industry for preparation of applications for PBS listing, and into the use of the economic analysis in assessing proposals for PBS listing; and a review of the selection process including the operations of the PBS advisory committees.

Mr P.J. Barrett (AM) - Auditor-General for Australia - Speaking Notes used for presentation to the Australian Bureau of Statistics SES and Middle Management Group

Mr Mr Ian McPhee - Auditor-General for Australia, presented at the 2014 National Conference of the Risk Management Institution of Australasia, Brisbane

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Institute of Internal Auditors (IIA) - Australia SOPAC ?98 The IIA - Australia, South Pacific and Asia Conference

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Australian Government Solicitor Seminar - Identify, Protect and Defend your Intellectual Property Assets

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at a Seminar for ANAO staff on Working with Parliamentary Committees. Parliamentary Education Office. The Commonwealth Parliament. Canberra

Mr Mr Ian McPhee - Auditor-General for Australia, presented at the Leadership Development Network Breakfast Seminar

The objective of the audit was to review the efficiency, economy and administrative effectiveness of departmental activities leading to the letting of the contract with SPCL and its subsequent administration. This included, among other things, an examination of action taken to protect the Commonwealth's interests and the adequacy of relevant departmental guidelines and processes. A primary aim of the audit was to identify the facts of the particular case, including any administrative inadequacies that led to unnecessary financial exposure for the Commonwealth and less than satisfactory outcomes. In particular, the audit aimed to identify elements of better practice that could be followed under similar circumstances or programs in the future.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Institute of Internal Auditors, Annual Directors' Forum, Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the 'Ensuring Accountability and Ethics with Corporate Governance in the Public Sector' - IIR Conference, Canberra

The objective of the audit was to assess the effectiveness and efficiency of Army's management of the move of 1st Brigade to Darwin. The audit criteria directly related to implementation of the project. These criteria addressed planning as well as identification and management of longer-term risks to the success of the project.

Mr Ian McPhee - Auditor-General for Australia, presented at the 20th Commonwealth Auditors-General Conference

The objectives in auditing the sale were to assess the extent to which the Government's sale objectives were achieved; review the efficiency of the management of the sale process; assess whether the sale arrangements adequately protected the Commonwealth's interests, including minimising ongoing Commonwealth risk; and identify principles of sound administrative practice to facilitate improved arrangements for future trade sales, particularly the later phases of airport sales.

Mr P.J. Barrett (AM) - Auditor-General for Australia, address to the ACT Chapter of the Australasian Institute of Risk Management

The objectives of the audit were to provide assurance to Parliament concerning the adequacy of Commonwealth security planning and preparations for the Games and to identify areas for improvement early enough for any corrective action to be taken.

The objectives of the audit were to:

• assess the extent to which major program objectives were achieved;
• identify major strengths and weaknesses related to the economy, effectiveness and efficiency of the program administration; and
• identify areas of improvements and risks which should be addressed in arrangements with a private sector project manager.

Audit criteria were developed to address the areas of program planning and implementation, performance measurement and monitoring, responsiveness to emerging issues, dispute resolution mechanisms, risk management and program improvement measures.

The audit examined some key aspects of HRD in relation to Centrelink's Customer Service Officers (CSOs). The objective of the audit was to determine whether Centrelink had appropriate systems and strategies in place to ensure that its CSOs had access to the skills and knowledge necessary to meet expected levels of performance and customer service.

The objective of the audit was to assess the efficiency and effectiveness of the National Registration Authority's strategic and operational management, particularly the assessment and registration activities. The audit criteria took into account the scope for the application of risk management principles which are integral to strategic and operational management.

The audit reviewed the use of taxis in six Commonwealth agencies. The objective of the audit was to provide assurance that organisations were effectively managing associated risks and complying with legislation and guidelines in relation to the use of, and payment for taxi services.

The objective of the audit was to form an opinion on the administrative effectiveness and efficiency of DHAC's processes for planning the Commonwealth's Aged and Community Care program, in particular, on the questions of how well the planning process has contributed to realising the program objectives of achieving an equitable distribution of places between regions, and selecting suitable service providers.

The audit reviewed the implementation of the purchaser/provider arrangements between the Department of Health and Aged Care and Centrelink. The objective of the audit was to determine the administrative effectiveness of the implementation of the service delivery arrangements between Centrelink and the Department by examining project planning for, and management of, the implementation, and the establishment of on-going purchaser/provider arrangements.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Senior Executive Leadership Program - Preparatory day, Hill Station, Canberra

Mr Ian McPhee - Auditor-General for Australia, presented at the Public Sector Governance Forum of the Australian Institute of Company Directors and The Institute of Internal Auditors - Australia

The audit reviewed the sale of DASFLEET, a business unit of the Department of Administrative Services, which provided passenger and general commercial vehicle leasing, rental and fleet management and maintenance services. The objectives of the audit were to review the efficiency and effectiveness of the management of the sale.

Mr Mr Ian McPhee - Auditor-General for Australia, presented at the CPA Australia 2013 International Public Sector Convention

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Health Insurance Commission Senior Management Group

The audit reviewed the sales of DASFLEET, Works Australia and DAS Interiors Australia. Separate audit reports have been produced for each of the sales. This report focuses on the management of the overall sale processes for all business units.

Mr Ian McPhee - Auditor-General for Australia, presented at the Canberra Evaluation Forum, The Lobby, Canberra

The objective of the audit was to determine the extent to which the new employment services market had been implemented effectively and efficiently in accordance with announced Government policy and timeframe.

The objective of the audit was to review the Department of Veterans' Affairs' management of the outsourcing of its data centre in Sydney from February 1992, specifically with respect to the management of its contractual arrangements. The audit sought to identify the extent to which DVA achieved its objectives of outsourcing and the effectiveness of its management of the arrangement with the supplier.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Institute of Internal Auditors National Annual General Meeting Sydney, 18 May 1999

The audit reviewed the sale of Works Australia, a business unit of the Department of Administrative Services, which provided project, architectural and engineering design and documentation services to the Commonwealth and State Governments and private enterprise. The objectives of the audit were to review the efficiency and effectiveness of the management of the sale.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the National Public Sector Convention, Perth WA

Mr Ian McPhee - Auditor-General for Australia, presented to the Insititue of Public Administration (ACT Division)

Mr P.J. Barrett (AM) - Auditor-General for Australia, addressed the Senior Executive Leadership 20. Canberra.

Mr Ian McPhee - Auditor-General for Australia, presented at the National Archives of Australia Seminar, Parliament House, Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to COMNET - Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Global Working Group Meeting, Wellington, New Zealand

The objective of the audit was to evaluate the efficiency and effectiveness of Austrade's management of customer services to Australian exporters, with particular reference to:

• performance as a customer-focused organisation;
• achievement of quality customer service through its client service initiatives; and
• measurement and evaluation of its customer service performance.

Mr Ian McPhee - Auditor-General for Australia, presented at the World Bank Seminar, Washington DC By Teleconference

Presentation by Mr Alan Greenslade - Executive Director, to the Industry, Research and Develoment Board

Mr Ian McPhee, PSM - Auditor?General for Australia, Speaking Notes for the IPAA (ACT) Forum, Canberra

Mr Ian McPhee - Auditor-General for Australia, address to the Risk Management Institution of Australasia -ACT Chapter Conference 'Building on Experience'

The audit reviewed the processes involved in the sale of one-third of Telstra. The objectives in auditing the sale were to assess the extent to which the Government's sale objectives were achieved; assess the effectiveness of the management of the share offer; assess whether the sale arrangements adequately protected the Commonwealth's interests; and facilitate improved administrative arrangements for future share offers.

This report is the aggregate financial statement for the Commonwealth prepared by the Minister for Finance.

Mr Mr Ian McPhee, AO PSM - Auditor-General for Australia, presented an Australian Country Paper at the 6th ASOSAI Symposium in Kuala Lumpur, Malaysia

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at a Joint Seminar by IPAA and ASCPAs as part of a Panel Discussion on 'Governance and the Role of the Senior Public Executive', Canberra

Mr Mr Ian McPhee, AO PSM - Auditor-General for Australia, reflected on his 10 years as Auditor-General for Australia during a presentation to the Australasian Council of Public Accounts Committees in Adelaide, South Australia

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the 25th National Conference of Association of Risk and Insurance Managers of Australasia Limited

Mr Ian McPhee, PSM - Auditor-General for Australia, presented to the Department of Parliamentary Services

The audit reviewed the efficiency and administrative effectiveness of the Community Development Employment Projects Scheme (CDEP), highlighting good practices and suggesting improvements where needed.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the launch of Comcare/ANAO Better Practice Guide

All persons, other than Australian nationals, are required to hold a visa to enter and stay in Australia. This audit's focus is on the entry component of the visa process and specifically the Electronic Travel Authority (ETA). The ETA is an electronically-stored authority for travel, which facilitates the entry of tourists and short-term business travellers from countries where the risk of non-compliance with visa conditions is low, that is, in countries classified as ‘low risk'. The objective of the performance audit was to assess the administrative effectiveness of the ETA.

The focus of the audit was to examine recent selected property sales within the portfolios owning the majority of Commonwealth property, ie. those of Defence, Administrative Services and Veterans' Affairs. The approach taken in the audit was to select property sales from each of the three agencies and review the files and transactions related to those sales. The sales were evaluated against criteria which included establishment of sales timetables, sales methods, and completion processes such as the criteria for the selection of tenders and accountability. The objectives of the audit were to assess departments' management of the sale process associated with selected property sales with regard to:

• the extent to which the individual property sale objectives were achieved;
• how departments managed the sales to ensure that the Commonwealth received fair value;
• whether the departments' sale arrangements adequately protected the Commonwealth's interests, including minimising ongoing Commonwealth risk; and
• identifying principles of better practice employed by agencies in connection with these sales.

Mr Ian McPhee - Auditor-General for Australia, presented to the Defence Senior Leadership Group, Financial Management Course, Canberra

Mr Ian McPhee - Auditor-General for Australia, presented at the CIMA, AGSM and the Management Accountants Committee of CPA Australia

The ANAO's objectives in auditing the sale were to:

• review the extent to which the Government's objectives for the sale were achieved;
• review the management of the sale process; and
• to assess ongoing Commonwealth exposures and responsibilities.

The Auditor-General responded on 22 August 2016 to correspondence from Senator Nick Xenophon on 20 May 2016 requesting a performance audit of the Command and Control System selection for the SEA 1000 Future Submarine Project.

The audit examined how well the Commonwealth's regulators of consumer product safety have used a 'whole of agency' approach to risk management to protect consumers. The audit also looked at the health costs associated with consumer product related injuries and deaths and the extent to which the legal remedies available under the Trade Practices Act are used.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Department of Employment, Workplace Relations and Small Business Leadership Development Program

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Conference on 'Surviving the Year 2000 Computer Crisis' Canberra

Mr Ian McPhee - Deputy Auditor-General, presented at the National Institute for Governance, University of Canberra

The objectives of this audit were to assess planning, management, conduct and staffing of internal audit in the Department of Defence, with a view to providing assurance as to the standard of its work. Opportunities were taken to identify specific policies and practices that would improve the efficiency and effectiveness of MAB audit. Fieldwork for the ANAO audit was performed between May and August 1995.

Mr Ian McPhee - Auditor-General for Australia, presented at the launch of the ANAO-PM&C Better Practice Guide: Implementation of Programme and Policy Initiatives

The objectives of the audit were to assess how well agencies are managing their assets to produce better outcomes and to identify or develop better practice in asset management.

Mr Ian McPhee, PSM - Auditor?General for Australia, presented at the IPAA National Conference, Hobart

Mr Mr Ian McPhee - Auditor-General for Australia, presentation to the Global Working Group of Auditors-General

Mr Ian McPhee - Auditor-General for Australia, presented to the CPA Australia

The objective of the audit was to determine whether the Commonwealth's interests were adequately protected in terms of both the contractor selection process that led to Australian Construction Services being awarded the contract for the overall management of the project and the actual commercial arrangements between the Department of Primary Industries and Energy and ACS. As part of the audit, criteria were developed which considered whether the Commonwealth procurement guidelines were adhered to, as well as whether the commercial arrangements clearly detailed the goods and services to be provided, their cost and timing of delivery.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Australasian Council of Auditors-General Conference, Melbourne

The ANAO's purpose was to ascertain:

• whether the enhanced investigatory powers had improved the Commission's ability to investigate and prosecute fraud and other offences against Health Legislation; and
• whether the Commission had used the powers with integrity, in a professional manner and in accordance with the legislation.

Mr P.J. Barrett (AM) - Auditor-General for Australia, addressed the Senior Women in Management (SWIM) 2000 Group, PSMPC, Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Joint Launch by the ANAO, the Department of Industry, Science and Tourism and the Management Advisory Board

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.

The management of Australia's overseas posts has not previously been scrutinised by the ANAO from a performance perspective. This audit is the first in a series planned to examine different aspects of the administration of Australian representation abroad, focusing particularly on DFAT and Austrade, as the agencies responsible for managing almost all overseas posts.

The diversity and complexity of issues at overseas missions of different sizes mean that posts generally cannot be treated as if they were all the same. This audit concentrated on small and medium-sized posts. The findings and conclusions should, therefore, not be regarded as automatically applicable to large posts.

The ANAO's objective in auditing the sale was to assess:

• the extent to which the Commonwealth's objectives were achieved; and
• the efficiency, administrative effectiveness and accountability of the sale process.

Mr Mr Ian McPhee - Auditor-General for Australia, presented to the Institute of Public Administration Australia, ACT Division

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the Comcover Federal Risk Manager (journal) Issue No 1 September 1999

Mr Ian McPhee - Auditor-General for Australia, presented at the Australian Institute of Company Directors Public Sector Governance Conference

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at the opening Presentation to Workshop on ANAO Year 2000 Discussion Paper

Mr Mr Ian McPhee - Auditor-General for Australia, presented at the lAustralasian Council of Public Accounts Committees Mid-term meeting, Canberra

Mr P.J. Barrett (AM) - Auditor-General for Australia, addressed the Defence Audit and Program Evaluation Committee (DAPEC)

The ANAO conducted a project audit of Competitive Employment, Training and Placement services, part of the Disability Services Program administered by the then Department of Human Services and Health, primarily because of parliamentary concerns relating to these services. Under the Administrative Arrangements Order of 11 March 1996, the Disability Services Program is now administered by the Department of Health and Family Services.

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.

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.

Mr Ian McPhee - Auditor-General for Australia, presented at the Australian Government Procurement Conference

Mr P.J. Barrett (AM) - Auditor-General for Australia, addressed the Institute of Internal Auditors, Canberra

Mr Ian McPhee. Auditor-General for Australia, presented to the Heads of Cultural Organisations Meeting

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the Corporate Management Network Meeting, Rydges Lakeside, Canberra