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 objective of the audit was to assess the effectiveness of Creative Australia’s fraud and corruption control arrangements.

The objective of this audit was to assess the effectiveness of the National Indigenous Australians Agency’s (NIAA’s) processes to design and transition to a new remote employment program.

The objective of the audit was to assess the effectiveness of Defence's procurement and contract management for the provision of Garrison Support Services.

Welcome to the inaugural edition of the ANAO’s quarterly Audit Matters newsletter. The purpose of Audit Matters is to inform external audiences — primarily those working in Commonwealth entities — of updates on the ANAO’s work and provide insights on what we are seeing in the Australian Government sector.

Audit Matters complements the range of reports we table in the Parliament as well as our Insights products and events and seminars. I hope you find it useful and please forward it on to your colleagues, and encourage them to sign-up for future editions.

Carla Jago, Acting Deputy Auditor-General

The objective of the audit was to assess the effectiveness of Australian Government-funded aged care services delivered to Aboriginal and Torres Strait Islander people.

Please note: Aboriginal and Torres Strait Islander people should be aware that this website may contain images of deceased people.

This report focuses on the results of the interim financial statements audits, including an assessment of entities’ key internal controls, supporting the 2019–20 financial statements audits. This report examines 24 entities, including all departments of state and a number of major Australian government entities. The entities included in the report are selected on the basis of their contribution to the income, expenses, assets and liabilities of the 2018–19 Consolidated Financial Statements (CFS). Significant and moderate findings arising from the interim audits are reported to the responsible Minister(s), and all findings are reported to those charged with governance of each entity.

The audit objective was to assess the effectiveness of the Department of Health and Ageing's administration of health workforce initiatives in rural and remote Australia.

The objective of this audit was to examine the effectiveness of the Department of Defence's administration of contractual obligations relating to the Defence Industry Security Program.

The objective of this follow-up audit was to review FaCSIA's progress in implementing the recommendations of Audit Report No.17 1999–2000. The focus was whether FaCSIA had maintained or improved its oversight, coordination and administration of the CSHA for both the 1999 CSHA and the 2003 CSHA, in line with the recommendations and findings identified in the previous ANAO audit.