The objective of this audit was to assess the efficiency and effectiveness of the Independent Parliamentary Expenses Authority’s administration of parliamentary expenses.

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

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

Mr Ian McPhee - Deputy Auditor-General, presented to the Public Service and Merit Protection Commission (PSMPC)

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 P.J. Barrett (AM) - Auditor-General for Australia, presented at the IIR Conference 'Risks in Outsourcing in the Public Sector'

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented at a Laboratory for Politicians and Top Managers from Different Public Institutions in Europe

The Commonwealth Procurement Rules (CPRs) require that, in order to draw the market’s early attention to potential opportunities, each entity must maintain on AusTender a current procurement plan containing a short strategic procurement outlook. Entity procurement plans are also to include the subject matter of any significant planned procurement and the estimated publication date of the approach to market. Plans are to be updated regularly throughout the year. As at November 2023, 52% of the 133 reporting entities had not updated their procurement plans in over two years. Of the 3,752 open tenders published on AusTender between 1 July 2019 and 30 June 2023, 799 (21.3%) were reported as having been included in an Annual Procurement Plan.

This audit would examine the preparation of entity procurement plans and their effectiveness, including by analysing the extent to which significant procurements conducted had been included in the relevant annual procurement plan.

This audit would assess the effectiveness of the enterprise governance at Services Australia. The Chief Executive Officer is the accountable authority of Services Australia. The Public Governance, Performance and Accountability Act 2013 requires the accountable authority of an entity to establish and maintain an appropriate system of risk oversight and management, and an appropriate system of internal control.

Services Australia delivers payments and services on behalf of other entities (such as income support payments on behalf of the Department of Social Services and pharmaceutical benefits scheme payments on behalf of the Department of Health and Aged Care) and services to other entities (for example, corporate shared services such as payroll or ICT for the National Disability Insurance Agency). These services are underpinned by bilateral agreements between Services Australia and each entity, including oversight arrangements, performance measures and reporting and the management of shared risk.

The audit would examine enterprise level administrative, governance and oversight arrangements within Services Australia and compliance with key legislative and policy requirements, including oversight of bilateral arrangements.

Mr P.J. Barrett (AM) - Auditor-General for Australia, presented to the PAA National Conference - Reshaping the Old: Charting the New - Public Management in the 1990s - Melbourne