Annual Reports 2004-2005

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Appendix H

Commonwealth disability strategy

Table 120: Performance requirements of the policy adviser role
Performance indicator	Performance measure	Current level of performance
1.1 New or revised program/policy proposals assess impact on the lives of people with disabilities prior to decision.	Percentage of new or revised policy/program proposals that document that the impact of the proposal was considered prior to the decision making stage.	An estimated 90 per cent, as most new or revised policy and program proposals took into account the physical, mental and social well-being of all members of the veteran and defence force communities, and particularly ensured that people with service-related disabilities received their lawful entitlements. Projects are designed to conform to disability legislation and Australian Standards.
1.2 People with disabilities are included in consultations about new or revised policy/program proposals.	Percentage of consultations about new or revised policy/program proposals that are developed in consultation with people with disabilities.	An estimated 90 per cent, as most of DVA’s new or revised policy/program proposals included consultation with ex-service organisations that represent, among others, veterans with disabilities. Representatives of the Repatriation Commission and the Military Rehabilitation and Compensation Commission participated in policy formulation and development processes affecting veterans with disabilities. Projects are designed to conform to disability legislation and Australian Standards.
1.3 Public announcements of new, revised or proposed policy/program initiatives are available in accessible formats for people with disabilities in a timely manner.	Percentage of new, revised or proposed policy/program announcements available in a range of accessible formats. Time taken in providing announcements in accessible formats.	An estimated 90 per cent, as announcements are made available with a view to their accessibility by the veteran community, including people with disabilities and are publicised in a number of formats. These included face-to-face briefing for representatives of the veteran community, postal advice, the DVA web site, radio and promotion through the departmental newspaper, Vetaffairs. This publication is distributed as a tabloid newspaper, on audio cassettes and via the DVA web site as a PDF file. Information is given in a clear and concise format and written in plain English. Public announcements are made available in accessible formats at the same time as the original announcement, or as soon as possible following the announcement.

Table 121: Performance requirements of the regulator role
Performance indicator	Performance measure	Current level of performance
2.1 Publicly available information on regulations and quasi-regulations is available in accessible formats for people with disabilities	Percentage of publicly available information on regulations and quasi-regulations requested and provided in: accessible electronic formats; and accessible formats other than electronic. Average time taken to provide accessible material in: electronic format; and formats other than electronic.	An estimated 50 per cent, as DVA’s web site contains a significant amount of information about the Department, its services and veterans’ entitlements in HTML format. Information on regulations and quasi-regulations is published in PDF format. Accessibility of information on the DVA Facts system, the DVA Forms system, and the Consolidated Library of Information and Knowledge (CLIK) has not changed. Investigation of an effective business tool for managing corporate information continued in 2004–05 and a business solution is expected in 2005–06. The DVA web site contains advice on how to obtain information that cannot be accessed online. DVA’s web site accessibility policy was reviewed in 2004 to maintain alignment with industry standards and is available online. Information about regulations and quasi-regulations is publicised through non-electronic formats such as direct mail, Vetaffairs, face-to-face briefings and is available at VAN offices. The average time to print material, such as pamphlets and booklets varies depending on the media requested and size of a document.
2.2 Publicly available regulatory compliance reporting is available in accessible formats for people with disabilities	Percentage of publicly available information on regulations and quasi-regulations requested and provided in: accessible electronic formats; and accessible formats other than electronic. Average time taken to provide accessible material in: electronic format; and formats other than electronic.	100 per cent, as regulatory reporting information is available in DVA’s Annual Report published in HTML format on DVA’s web site. The Office of Australian War Graves’ performance information is reported in the DVA Annual Report and OAWG Journal. DVA’s Annual Report and OAWG Journal are published in booklet format and written in plain English and 10 and 12 point font (respectively). Some reporting information is provided in audio cassette form. The HTML version of DVA’s Annual Report is published on the DVA web site after the printed copy is tabled.

Table 122: Performance requirements of the purchaser role
Performance indicator	Performance measure	Current level of performance
3.1 Publicly available information on agreed purchasing specifications are available in accessible formats for people with disabilities	Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats; and accessible formats other than electronic. Average time taken to provide accessible material in: electronic formats; and formats other than electronic.	100 per cent, as publicly advertised Requests for Tenders (RFTs) are available from the DVA web site in MS-Word 97 format, via a HTML cover page. The cover page contains a description of the tendered services and contact details, should a person wish to request the RFT in a different format. To date, there have been no requests for RFTs in a different format. The DVA RFT template includes the requirement for prospective tenderers and contactors to comply with the Disability Discrimination Act 1992. RFTs are made available through the DVA web site on the same day that the RFT is published in newspapers.
3.2 Processes for purchasing goods or services with a direct impact on the lives of people with disabilities are developed in consultation with people with disabilities.	Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities.	An estimated 90 per cent, as in the majority of cases consultation on veteran and defence force communities needs (including those with disabilities) were sought in expanding the range of services.
3.3 Purchasing specifications and contract requirements for the purchase of goods or services are consistent with the requirements of the Disability Discrimination Act 1992 .	Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992. Percentage of contracts for the purchase of goods and services that require the contractor to comply with the Disability Discrimination Act 1992.	An estimated 90 per cent. The DVA standard templates for RFTs and Service Agreements include a standard clause stating compliance with the Disability Discrimination Act 1992. All written contracts initiated by DVA are based on these templates.
3.4 Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided.	Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats; and accessible formats other than electronic. Average time taken to provide accessible material in: electronic formats; and formats other than electronic.	100 per cent, as contract reporting information is available in DVA’s Annual Report and in the Office of Australian War Graves Journal. The HTML version of DVA’s Annual Report is published on the DVA web site as soon as practicable after the printed copy is tabled. 100 per cent, as contract reporting information is available in DVA’s Annual Report and in the OAWG Journal. The HTML version of DVA’s Annual Report is published on the DVA web site as soon as practicable after the printed copy is tabled.
3.5 Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about the providers’ performance.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	DVA’s Feedback Management System records and analyses feedback about a provider’s performance. Specific accessibility issues are recorded and analysed, and information directed to the relevant area to address. DVA Treatment Monitoring Committees, in all states and at the national level, include representatives from the veteran community and DVA. They meet regularly and review complaints from the veteran community. Members of the veteran and defence force communities also can take complaints to the Commonwealth Ombudsman and Human Rights and Equal Opportunity Commission, or to their Member of Parliament, who may make representations to the Minister or the Secretary. The DVA Ministerial Correspondence System tracks these letters to monitor progress.

Table 123: Performance requirements of the provider role
Performance indicator	Performance measure	Current level of performance
4.1 Providers have established mechanisms for quality improvement and assurance.	Evidence of quality improvement and assurance systems in operation.	The Department has a number of established quality improvement and assurance methods. The Veterans’ Satisfaction Survey obtains feedback from the veteran community about service provision by DVA and its providers (see Outcome 4 for details). The Feedback Management System reports on quality improvement and quality assurance for service provision. Quality improvement and quality assurance is an element of all DVA contracts.
4.2 Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for people with disabilities.	Established service charter that adequately reflects the needs of people with disabilities in operation.	The DVA Service Charter reflects the needs of all clients, including those with disabilities. DVA’s contracted service providers are required to adhere to DVA’s Service Charter standards.
4.3 Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised about performance.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	As per 3.5

Table 124: Performance requirements of the employer role
Performance indicator	Performance measure	Current level of performance
5.1 Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act 1992.	Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992.	100 per cent
5.2 Recruitment information for potential job applicants is available in accessible formats on request.	Percentage of recruitment information requested and provided in: accessible electronic formats; and accessible formats other than electronic. Average time taken to provide accessible information in:> electronic format; and formats other than electronic.	100 per cent of recruitment information is available in either accessible electronic format (online or by e-mail) or in paper format. Fewer than 1 per cent of potential job applicants identified as having a disability requiring assistance. Information is available electronically at the same time as other formats.
5.3 Agency recruiters and managers apply the principle of 'reasonable adjustment’.	Percentage of recruiters and managers provided with information on 'reasonable adjustment’.	100 per cent of DVA recruiters and managers are provided with information on the principle of ‘reasonable adjustment’ through the DVA Intranet recruitment site, implemented in 2005.
5.4 Training and development programs consider the needs of staff with disabilities.	Percentage of training and development programs that consider the needs of staff with disabilities.	100 per cent of training and development programs consider the needs of staff with disabilities and assistance is provided on a needs basis.
5.6 Training and development programs include information on disability issues as they relate to the content of the program.	Percentage of training and development programs that include information on disability issues as they relate to the program.	All DVA internal training and development programs include information on disability issues where relevant to the program.
5.7 Complaints/grievance mechanism, including access to external mechanisms, in place to address issues and concerns raised by staff.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	The DVA certified agreements have an established process for handling complaints and resolving disputes that includes access to external mechanisms. All staff are provided with information on the complaints and grievance mechanisms.

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