Appendix 4 - Report on performance in implementing the Commonwealth Disability Strategy

Performance indicator

New or revised policy/program proposals assess impact on the lives of people with a disability (PWD) prior to decision.

Current level of performance 2003-04

New policy Number of new policies: 8
Percentage documenting impact: 100 per cent
(2002-03 was 77 per cent)

Revised policy Number of revised policies/programs: 8
Percentage documenting impact: 88 per cent
(2002-03 was 100 per cent)

Performance indicator

PWD are included in consultation about new or revised policy/program proposals.

Current level of performance 2003-04

New policy
Number of new policies where PWD were consulted: 5 (62.5 per cent disability specific)

Revised policy
Number of revised policies where PWD were consulted: 1 (12.5 per cent disability specific)

Performance indicator

Public announcements of new, revised or proposed policy/program initiatives are available in accessible formats¹⁷ for PWD in a timely manner.

Current level of performance 2003-04

• A total of 416 Ministerial media announcements were made during the year with 100 per cent of these announcements available on the Internet in HTML at the time of the announcement. Announcements were also distributed via fax to selected media.

• No requests were received for media announcements in other formats.

• Review of accessibility issues was included in the review of the Department's website publishing guidelines which is continuing in 2004-05.

• Guidelines for planning and producing materials in accessible formats continue to be available on the Department's intranet.

Performance indicator

Publicly available information on regulations and quasi-regulations is available in accessible formats for PWD.

Publicly available regulatory compliance reporting is available in accessible formats for PWD.

Current level of performance 2003-04

• Approximately 50 per cent of all publicly available regulatory and quasi-regulatory material is available on the Department's website in HTML format and another format (either RTF or PDF).

• No requests were received for information on regulations and quasi-regulations or for compliance reporting in accessible formats.

• The Department's Regulatory Plan is available on the Department's website.

• Accessibility was identified as a key area in the review of the Department's website publishing guidelines in 2003-04.

Performance indicator

Publicly available information on agreed purchasing specifications is available in accessible formats for PWD.

Current level of performance 2003-04

Contracts: All open tender processes were available online with all tender documentation available in accessible formats. The provision of tender documentation to parties requesting documentation in accessible formats is currently five working days from receipt of the request.

Grants: 100 per cent of grant program guidelines available online (those grant programs subject to applications). No requests were received for information in other formats. Other accessible formats available on request.

Performance indicator

Processes for purchasing goods or services with a direct impact¹⁸ on the lives of PWD are developed in consultation with PWD.

Current level of performance 2003-04

Contracts: The Department has outsourced advice and delivery of services that directly impact on the lives of PWD employed by the Department.

Procurement of goods that directly impact on the lives of PWD employees is carried out in consultation with PWD through a Service Provider and a central area of the Department.

The Department's premises at 38 Sydney Avenue and 28 National Circuit were fitted out in accordance with accessibility standards; a contract for the fit-out for premises at 44 Sydney Avenue was let but not completed in 2003-04. This contract will likewise comply with accessibility standards.

Grants: Radio for the print handicapped representative organisations are consulted in relation to grants to the Community Broadcasting Foundation and RPH Australia Coop Ltd.

In 2003-04, the Department consulted with a representative of Arts Access Australia, a major disabilities group involved with the arts, on Playing Australia performing arts touring program guidelines and promotional material. Issues addressed included ways of improving the number of and success of touring applications from companies which promote artists with disabilities and barriers to attendance at performances by PWD.

Performance indicator

Purchasing specifications¹⁹ and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992.

Current level of performance 2003-04

Contracts: 100 per cent of the Department's standard contracts require compliance with relevant legislation including the Disability Discrimination Act 1992. Draft contracts are supplied with all standard requests for tender, so that prospective tenderers are aware of the requirements.

Grants: 100 per cent of all funding deeds require compliance with the Disability Discrimination
Act 1992.

Performance indicator

Publicly available performance reporting against the purchase contract specifications requested in accessible formats²⁰ for PWD is provided.

Current level of performance 2003-04

Contracts: Information is available online in the Commonwealth Purchasing and Disposals Gazette (www.contracts.gov.au) and the Commonwealth Government Advertising page (www.ads.gov.au).

Information complying with the requirements of the Order of the Senate for Department and Agency Contracts is on the Department's website (www.dcita.gov.au).

Grant programs
100 per cent of the Department's grant program guidelines are available online in accessible electronic format (HTML). No requests were received for information in other formats.

General
A review of the Department's website publishing guidelines and the replacement of the website content management system commenced in 2003-04 with accessibility a key issue for consideration.

Performance indicator

Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about provider's performance.

Current level of performance 2003-04

The Department's Client Service Charter outlines a formal complaint mechanism, including access to external mechanisms. There were no formal complaints lodged with the Department's complaints officer during the year. The Department's 2004 Client Service Survey identified 29 complaints, of which 55 per cent of the complaint survey respondents thought the complaint had been processed adequately and in accordance with the Department's complaint mechanism.

The Department's website includes a 'feedback' and 'contact us' link.

Grant programs continue to have well established feedback mechanisms. In general, grants program areas on the website offer feedback mechanisms. Verbal and written feedback between the Department and the grantees occurs. A 'freecall 1800' telephone service operates for some grant programs as well as generic email addresses which are available for enquiries or as an avenue of complaint.

Performance indicator

Providers have established mechanisms for quality improvement and assurance.

Current level of performance 2003-04

The Department's 2004 Client Survey had six clients from a response size of 727 clients identify they had special needs in order to access departmental services. Of these, two clients required online material accessible to PWD and large print format and two clients required TTY services.

Snapshot examples:

Culture and Recreation Web Portal (CARP): continues with enhancements to maintain conformance with the Web Content Accessibility Guidelines 1.0 standard at the highest level - a Triple A rating.

Old Parliament House (OPH) and the National Portrait Gallery (NPG): have continued to take into account a range of social justice and equity issues when designing public programs, and educational training of volunteer guides and building access.

Performance indicator

Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for PWD.

Current level of performance 2003-04

The Department has a well established Client Service Charter which has been in place since 1998. The Department also regularly conducts both internal and external reviews of the Charter, with the next internal review of the Charter due in 2004-05. The Charter addresses accessibility and diversity issues, through the provision of a wide range of contact options, including TTY and through clearly set out Service Standards that include sensitivity to diversity issues.

Performance indicator

Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance.

Current level of performance 2003-04

The Department's Client Service Charter outlines a formal complaint mechanism, including access to external mechanisms. There were no formal complaints lodged during the year.

Snapshot example: The Cultural and Recreation web portal has a feedback mechanism (a link on every page). Feedback is actively sought from the electronic contributors' newsletter and the OZeCulture newsletter.

Performance indicator

Recruitment information for potential job applicants is available in accessible formats on request.

Current level of performance 2003-04

• 100 per cent of recruitment information is available in electronic information on the Internet and intranet.
• Recruitment staff provide information in hard copy, large print or other formats on request.
• Approximately 95 per cent of applicants requested information in accessible electronic formats.
• Approximately five per cent of applicants requested information in other accessible formats.
• Electronic format information has an approximate download time of one minute through a web-based tool. Information provided in non-electronic format is reliant on postal services.

Performance indicator

Agency recruiters and managers apply the principle of reasonable adjustment.

Current level of performance 2003-04

Recruiters and managers have access to the Disability Discrimination Act 1992 through the Department's intranet link.

Performance indicator

Training and development programs consider the needs of staff with disabilities.

Current level of performance 2003-04

All training and development courses provide facilities that have reasonable access for PWD.
Staff with disabilities who book for internal courses are encouraged to discuss their needs with
HR Services.

Performance indicator

Training and development programs include information on disability issues as they relate to the content of the program.

Current level of performance 2003-04

The following programs were conducted in 2003-04 and included significant information on disability issues.

• Two half-day programs entitled 'Workplace Equity and Diversity'.
• One Occupational Health and Safety Awareness Program.
• Two APS values session.
• One session on staff selection.
• Two full-day induction programs.
• These programs represent approximately six per cent of total programs offered as part of the Department's Core Training Calendar.

Performance indicator

Complaint/grievance mechanism, including access to external mechanisms, in place to address issues and concerns by staff.

Current level of performance 2003-04

• The Certified Agreement includes provisions for complaint and grievance resolution, including access to external mechanisms.

• HR Services and the Workplace Diversity Contact Officer Network handled a number of informal complaints.