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How DVA's performance will be measured and assessed

Quantitative and Qualitative Measures

Our three Mission Outcomes will be measured through the application of the following quantitative and qualiltative measures:

  • Programme Performance Indicators
  • Timeliness standards (for e.g. times taken to process claims, reimbursements or access services)
  • Quality Assurance statistics (critical processing error rate)
  • Unit cost per cardholder
  • Cost across treatment population
  • Surveys
  • Number and type of complaints / feedback
  • Ministerial correspondence
  • Stakeholder feedback
  • Internal and external audit activities
  • Risk Assessment ratings
  • Meeting the requirements of the Digital Service Standard in designing online services
  • Benchmarking against other entities, for e.g.: Department of Human Services (DHS) and Department of Social Services (DSS)
  • Meeting published standards for maintenance of war cemeteries, memorials and graves, measured via inspections and feedback
  • Meeting published Australian standards for construction, implementing projects within agreed budget and timing
  • Memorial presentation meets veteran and community approval, local requirements, and meets access and equity standards
  • High level community engagement in commemorative events
  • Timeliness of grant processing within standards set
  • Media interest


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