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Enabling Services

Facilitate the delivery of services to business lines through innovative, seamless, efficient and effective use of resources to support organisational capability.

Total budget for 2016-17 is $314 Million

Performance Indicators

DVA will demonstrate our performance through the following measures:

Enabling 4.1: Provide a professional, engaged and flexible workforce

DVA’s workforce strategy describes DVA’s planned approach to shaping and developing our workforce to access the capabilities we will need to achieve our Towards 2020 vision. By developing our staff we will increase our capability and capacity to achieve our purpose. Our fully trained, motivated and high performing staff will then be able to deliver a high standard of support to all clients.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.1.1 APS workforce is affordable and within budget Achieved No
4.1.2 Workforce strategy is in place and reviewed regularly to meet operational requirements Achieved No
4.1.3 Workforce is engaged and actively participates with attendance rates consistent with like APS agencies >95% No
4.1.4 Workforce actively participates in Performance Agreements under the Performance Feedback Scheme >90% No

Enabling 4.2: Deliver sound financial management

Sound financial management, governance and control practices will enable DVA to achieve financial sustainability and assist in meeting service delivery requirements and the Government’s commitment. 

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.2.1 The Strategic Financial Plan is in place, and it is reviewed and updated regularly Achieved No
4.2.2 Unqualified financial statements Achieved No
4.2.3 Continue to monitor the financial performance of the Department to ensure sustainability Achieved No

Enabling 4.3: Provide reliable, responsive, accessible and cost effective digital services

Digital services are a key enabler for DVA business, both for client access and the provision of service. DVA is working to transform our legacy systems to improve clients’ interactive experience and the timeliness of claims processing and delivery of services to clients.  

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.3.1 ICT Platform availability >98% No

Enabling 4.4: Partner with other Commonwealth agencies including Defence, Health and Human Services

DVA’s partnerships with other Commonwealth agencies are essential to provide the best possible services to clients. DVA is working with Defence to improve whole-of-life client activities and the Department of Human Services (DHS) to leverage whole-of-government ICT capabilities.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.4.1 Governance arrangements are established and reviewed in accordance with respective agency agreements. Achieved No

Enabling 4.5: Engage with stakeholders including ex-service organisations and Defence

DVA consults with the ex-service and defence communities on a range of matters such as policy and program development, community activities and emerging issues. This also includes informing and educating clients, providers, ESOs and other stakeholders as well as seeking and acting on their feedback. 

Consultation with the ex-service community is primarily achieved through the National Consultation Framework (NCF) – a group of forums that bring together key stakeholders including ex-service organisations and other government agencies.

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.5.1 Consultative fora are established with ESOs and Defence communities and reviewed in accordance with the NCF Framework. Achieved No

Enabling 4.6: Manage a program of strategic research

DVA coordinates and manages the development of research, through the Applied Research Program (ARP). The ARP provides best practice research about the health and wellbeing needs of Australia’s veteran community and ways to improve DVA’s services and care. DVA continually monitors and assesses the approach to research to improve the availability and quality of evidence

No. Measure Target PBS Measure 2016-17 2017-18 2018-19 2019-20
4.6.1 Research has been undertaken in accordance with the Applied Research Program (ARP) Achieved No

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