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.

Although the audit examined broader aspects of the ATO's administration (such as, tobacco excise governance arrangements, intelligence capability and compliance and investigations activities), we placed particular emphasis on the strategies used by the ATO to address the proliferation of chop-chop (Australian grown tobacco sold illicitly in a chopped up form for $80 to $100 per kilogram. In comparison, 50 grams of legal roll-you-own tobacco costs around $16 i.e. $320 per kilogram) in the Australian markets, as it is an area of major risk to tobacco excise revenue.

The audit objective was to assess the Tax Office's effectiveness in administering the tax obligations of non-residents.

This audit focused on the approval of business system projects -projects aiming to achieve a business objective such as reduced costs or to implement a new program, in contrast with projects with a narrower technology focus such as replacing an agencyʹs desktop computers.

The audit reviewed the accountability framework and performance information of the Australian Sports Commission (ASC). The objective of the audit was to form an opinion on the efficiency and effectiveness of the ASC: accountability arrangements, focussing on key stakeholders such as the Minister and the Parliament; and management information systems, focussing on performance information, in particular key performance indicators; and its use in resource allocation decision-making.

As part of the Government's Taxation Reform Initiatives, the Australian Taxation Office (ATO) was given responsibility for implementing the Australian Business Number (ABN) and Australian Business Register (ABR) initiatives. The objective of the audit was to assess the administrative effectiveness of the ABN registration process and the ATO's implementation and management of the ABR.

Special Benefit is a social security income support payment for people who are unable to support themselves or their dependents, and who are not otherwise entitled to any other income support payment. Its objective is to ensure that such people have adequate levels of income. The objective of the audit was to assess the extent to which new claims for Special Benefit had been determined in compliance with the Social Security Act, the Guide to the Act and other relevant guidelines, and whether Centrelink and FaCS had appropriate procedures to help ensure such compliance.

The objective of the audit was to assess the effectiveness of the ATO’s administration of DGR endorsements and associated arrangements.

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

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