AGIMO Service Charter

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1 Appendix 1 AGIMO Service Charter Our functions In accordance with section 65 of the Public Service Act 1999 the gazetted functions of the Australian Government Information Management Office (AGIMO) are i ii iii leadership and management of projects that relate to information and communications technology and the internet and that affect the whole-of-government or multiple agencies provision of strategic advice on the key factors underpinning the application of information and communications technology to the design of government programs and the delivery of government services leadership in relation to the Australian Government's presence online and electronic-based service delivery iv coordination of the application of information and communications technology to government administration, information and service provision v undertaking such tasks related to the above functions as the Minister may require from time to time. A p p e n d i x 75

2 Our service commitment When you communicate with AGIMO, we will be courteous be willing to assist you and be responsive to your needs treat you fairly and professionally provide timely oral and written advice that is clear, concise, accurate and complete be sensitive to diversity issues despatch publications, promptly within four days of receiving your request. Our service standards Our service standards apply to all areas of AGIMO and provide measures for benchmarking and measuring our performance. We will ensure that major publications, information and policy statements are provided online and are easily downloadable our website is accessible at least 99 per cent of the time. If you have an inquiry we will, where possible acknowledge within two working days of receipt ensure more complex inquiries receive an acknowledgment within the same time period, and regular updates throughout the preparation process provide a contact person and telephone number to call throughout the process and if you have further queries provide alternate sources for further information as appropriate, where known. AGIMO staff will not activate voic when they are at their desk except when engaged on the telephone. The out-of-office function on will also be used when officers are unavailable. 76 Annual Report

3 AGIMO staff will always adhere to the Australian Public Service Values as set out in section 10 of the Public Service Act 1999, and the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act Contractors, consultants and suppliers AGIMO will ensure availability of, or access to, information required to assist you to provide your services ensure payments are made in accordance with relevant schedules or contractual obligations. Review of policy AGIMO will consult broadly and involve all relevant business and community groups prepare a regulation impact statement for all reviews of existing regulation, where appropriate prepare a regulation impact statement for all regulation that will directly affect business, have a significant indirect effect on business, or restrict competition, where appropriate. Our clients include Australian Government departments and agencies State, Territory and Local governments peak business and industry groups community organisations consultants and suppliers of services to AGIMO individuals who contact us or use our services. Your entitlements AGIMO will provide appropriate treatment of personal information under the Privacy Act 1988 access to information under the Freedom of Information Act 1982 A p p e n d i x 77

4 access to the provisions of Commonwealth anti-discrimination law a review of decisions which affect you by an AGIMO nominated officer, if you seek it equitable access to AGIMO's programs and services the confidentiality of information you provide to us, except where disclosure is required by the Minister or by operation of the law. Our expectations You will treat our staff with courtesy provide timely, honest, complete and accurate information meet any reciprocal obligations of the service relationship. Complaints If you are dissatisfied with our service you can contact the staff member you have been dealing with in the first instance and they will address your complaint, or advise the reason for delay within 10 working days. If you do not believe the complaint can be resolved by the staff member, are not satisfied with the response, or consider your complaint has not been dealt with satisfactorily, contact the General Manager, Corporate and Governance Branch on This person will record your complaint in order to have the issue resolved. They may ask you to write to the following address Australian Government Information Management Office GPO Box 390 CANBERRA ACT 2601 Attention: General Manager, Corporate and Governance Branch 78 Annual Report

5 AGIMO will investigate and advise you of the result within 10 working days. If you are dissatisfied at any time with our handling of your complaint or feel that your complaint was not dealt with satisfactorily by the Officer, you may contact the Commonwealth Ombudsman at GPO Box 442 CANBERRA CITY ACT 2601 Phone I n t e rn e t Monitoring and review AGIMO will conduct an annual review of this Service Charter to ensure it continues to reflect our client s needs and expectations. The views of interested parties will be sought as part of the review process. A summary of our performance will be published in our annual report and will also be available on our website. Your feedback on our performance We welcome your feedback on our performance. You can provide your views by completing the feedback form notifying the General Manager, Corporate and Governance Branch on A p p e n d i x 79

6 AGIMO's contact details Mail Australian Government Information Management Office GPO Box 390 CANBERRA ACT 2601 Phone NRS TIS (National Relay Service) (Translating and Interpreting Service) Fax To contact us by visit the 'contact us' page of our website 80 Annual Report

7 Appendix 2 Auditor-Generals Reports The Australian National Audit Office reports that NOIE/AGIMO had a specific interest in No. 5 No. 7 No. 11 No. 14 No. 22 No. 24 No. 25 No. 27 The Senate Order for Departmental and Agency Contracts (Autumn 2003) Recordkeeping in Large Commonwealth Organisations Annual Reporting Survey of Fraud Control Arrangements in APS Agencies Audits of the Financial Statements of Australian Government Entities for the Period Ended 30 June 2003 Agency Management of Special Accounts Intellectual Property Policies and Practices in Commonwealth agencies Management of Internet Portals at the Department of Family and Community Services No. 30 Quality Internet Service for Government Clients Monitoring and Evaluation by Government Agencies No. 31 The Senate Order for Departmental and Agency Contracts (Financial Year Compliance) A p p e n d i x 81

8 No. 42 No. 49 No. 52 No. 55 No. 57 No. 58 Financial Delegations for the Expenditure of Public Monies in FMA Agencies The Use and Management of HRIS in the Australian Public Service. Information Technology in the Department of Veterans Affairs Follow-up Audit Management of Protective Security Administration of Freedom of Information Requests Control Structures as part of the Audit of Financial Statements of Major Australian Government Entities for the Year Ending 30 June Annual Report

9 Appendix 3 SES Movements Table 7 Senior Executive Service (SES) Staff, as at 30 June 2004 Actual Male Female TOTAL Classification SESB SESB2 2 2 SESB3 0 Total NB: Includes inoperatives. Levels are substantive. A p p e n d i x 83

10 Table 8 Nominal Movements of Staff in the SES, Nominal Classification Males Females SESB1 Commencements Promotions Reassignment of duties into the Agency Separations Reassignment of duties out of the Agency Section 72 (Machinery of Government) Transfer 3 1 SESB2 Commencements Promotions Reassignment of duties into the Agency Separations Reassignment of duties out of the Agency Section 72 (Machinery of Government) Transfer 1 SESB3 Commencements Promotions Reassignment of duties into the Agency Separations Reassignment of duties out of the Agency Section 72 (Machinery of Government) Transfer 1 Table 9 Nominal SES Movements Mr Ashley Cro s s S E S B 1 Section 72 (Machinery of Government) Tr a n s f e r Mr Thomas Dale S E S B 1 Section 72 (Machinery of Government) Tr a n s f e r Mr David Kennedy S E S B 1 Section 72 (Machinery of Government) Tr a n s f e r Ms Anne-Marie Lansdown S E S B 1 Section 72 (Machinery of Government) Tr a n s f e r Mr Keith Besgro v e S E S B 2 Section 72 (Machinery of Government) Tr a n s f e r Dr Rodney Badger S E S B 3 Section 72 (Machinery of Government) Tr a n s f e r 84 Annual Report

11 Appendix 4 Staffing Statistics Table 10 Substantive Full-time and Part-time Staff, as at 30 June 2004 Ongoing Non-Ongoing Full-time Part-Time Full-time Part-Time M F M F M F M F Table 11 Substantive Staff by Classification Groups, as at 30 June 2004 Australian APS APS APS APS APS EL EL EL SES SES Government CADETS PA B1 B2 CIO Total Table 12 Summary of EEO data: Staff in EEO Groups, as at 30 June 2004 Staff who identified Male Female Total 1 * NESB 1&2 * ATSI* PWD* Total 2 * % 56% 50% 4% 0% A p p e n d i x 85

12 Table 13 EEO Groups within Occupational Groups, as at 30 June 2004 Staff who identified Male F e m a l e Total 1 * N E S B 1 & 2 * ATSI* PWD* Total 2 * SES & Related Executive Level APS Total Table 14 EEO Groups within Salary Ranges, as at 30 June 2004 Salary Range Male F e m a l e Total 1 * N E S B 1 & 2 * ATSI* PWD* Total 2 * > Total Total1: Ongoing and non-ongoing staff including inoperatives. Percentages of men and women relating to this total. Total2: Total number of staff who identified in EEO groups. Percentage of EEO relates to this total. NESB1: non-english speaking background first generation NESB2: non-english speaking background second generation ATSI: Aboriginal and Torres Strait Islander peoples PWD: People With a Disability 86 Annual Report

13 Appendix 5 Salary Range and Pay Table 15 Salary Range of Employees, as at 30 June 2004 Type of Certified Australian Workplace Agreement Agreement Agreements Salary Range $ Salary Range $ Classification Lowest Highest Lowest Highest SES Executive Level Executive Level APS APS APS APS APS APS 1 Cadets NB: The A/g Australian Government CIO has not been included in this table. Part-time salaries have been annualised for comparison. The salary range is as at 30 June 2004 and at substantive salary rates. A p p e n d i x 87

14 Table 16 Payments C l a s s i f i c a t i o nno. of Aggregate Average Lowest Highest Level O fficers Amount Amount Payment Payment P a i d EL SES Total Note: payments made in relate to NOIE performance agreements. 88 Annual Report

15 Appendix 6 Subjects Covered by Training Finance and Governance Accounting for Grants Corporate Governance Financial Management and Accountability Act 1997 and the Commonwealth Authorities and Companies Act 1997 Fraud Awareness Government Accounting Goods and Services Tax Overview Introduction to Financial Management Introduction to Statistical Reporting Managing Contracts Managing Grant Deeds and Contracts Planning and Conducting a Tender Program Management Funding Agreements Risk Management Strategic Planning Communications and Interpersonal Skills Advanced Public Sector Writing Career Directions Coaching and Mentoring Communicating to Groups Presentation Skills A p p e n d i x 89

16 Conducting an Effective Evaluation Conducting Meetings and Writing Minutes Correspondence and Report Writing Developing Influencing Skills Exceptional Client Service Facilitation Skills for Managers Ministerial Writing Personal Efficiency Program Remaining Effective Under Pressure Speed Reading Staff Selection Strategic Thinking Stress Management Team/Project Leader and Supervisor Skills Winning That Job Working Successfully with Others interpersonal, negotiation, influencing & conflict resolution skills Writing for the Australian Public Service Legislation and Parliament Legal Awareness Legislation Process Legislative Scrutiny, Bills and Regulations The Parliamentary Process Management and Human Resource APS Values Code of Conduct Change Management Eliminating Workplace Harassment Graduate Administrative Assistant Orientation Induction Program 90 Annual Report

17 Managing Underperformance Negotiation Skills OH&S Awareness for Staff OH&S Awareness for Managers Management Mid-Cycle Review Management System End-of-Cycle Review Management System what managers need to know Management System what you need to know Security Awareness Workplace Equity & Diversity Policy and Research Advanced Policy Formulation Advanced Project Management Introduction to Policy Development Research and Analysis Scenario Planning Strategic Planning Technical Economics for non-economists Financial Analysis Financial Management Internet Technology & Voice Network Overview A p p e n d i x 91

18 Appendix 7 Commonwealth Disability Strategy Reporting Policy Adviser Role Indicator # 1 Indicator Measure Current Level of Goals for New or revised policy / program 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. No formal policy decisions were made in the area of accessibility for government websites. Advice was provided to the Authentication and the Security and Infrastructure Working Groups on issues of inclusion for people with disabilities. Wide policy consultation with a range of stakeholders in the area of disability and accessibility for electronic government services. Ongoing consultation with HREOC and community organisations that provide services to people with disabilities. 92 Annual Report

19 Policy Adviser Role Indicator # 2 Indicator Measure Current Level of Goals for People with disabilities are included in consultation 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. Consultation on accessibility issues and people with disabilities was conducted through participation and facilitation of a whole-of government interdepartmental committee established to review ICT Support for Flexible Work Practices. This included the establishment of three working groups, one specifically addressing the Australian Government s use of assistive technologies to support disabled people in the workforce. Consultations with the Australian Rehabilitation and Assistive Technology Association. Participation in User Centred Design forums. A public invitation for expert advice on Future Challenges for e-government. Academics and experts in the field of accessibility provided identification of future challenges that may help to inform future policy in this area. Publication of advice to government around the use of assistive technologies and support for flexible work practices in the form of Better Practice Checklists. The facilitation of a community of practice focused on User-Centred Design for electronic government services. Meetings and discussions with individual community organisations that provide services to people with disabilities such as Vision Australia, Novitatech and RMIT. Updates were provided to the Guide to Minimum Website Standards which primarily focused on improving accessibility and required agencies to test websites with users with disabilities. An updated series of Better Practice Checklists also address issues of accessible formats for people with disabilities, these included access and equity issues. A p p e n d i x 93

20 Policy Adviser Role Indicator # 3 Indicator Measure Current Level of Goals for 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. All public announcements of new, or revised or proposed policy / program initiatives are posted on the AGIMO website and are made available in HTML format. Ensure that consideration is given to accessible formats for people with disabilities in all future public announcement, and future information and awareness raising activities. Provider Role Indicator # 1 Indicator Measure Current Level of Goals for Providers have established mechanisms for quality improvement and assurance. Evidence of quality improvement and assurance systems in operation. AGIMO website and whole-ofgovernment websites managed by AGIMO have been designed with accessibility conformance integral to their development. Accessibility is reviewed regularly in accordance with current accessibility standards. Ensure continual formal accessibility and useability reviews. Creation of a panel of accessibility and useability consultants for ongoing developments of all AGIMO managed websites. 94 Annual Report

21 Provider Role Indicator # 2 Indicator Measure Current Level of Goals for 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 AGIMO client service charter addresses diversity concerns, and outlines a formal complaints mechanism, including access to external mechanisms. There were no complaints lodged during the year. Review AGIMO client service charter regarding the needs of people with a disability. Provider Role Indicator # 3 Indicator Measure Current Level of Goals for Complaints / grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance. Established complaints / grievance mechanisms, including access to external mechanisms, in operation. AGIMO website and all whole-ofg o v e rnment websites managed by AGIMO contain feedback pages which are accessible from each page within the site. This makes it easy for users of the site to provide input and feedback on technical, policy and whole-ofgovernment issues. We aim to respond to feedback by the next working day. Additional information on accessibility and help has been incorporated on the gov.au website. Provide a statement of accessibility for our own website. Continue to encourage feedback on accessibility for people with disabilities. A p p e n d i x 95

22 Employer Role Indicator # 1 Indicator Measure Current Level of Goals for Employment policies, procedures and practices comply with the requirements of the Disability Discrimination Act Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act The following employment programs and policies meet the requirements of the Disability Discrimination Act 1992: Management Workplace Diversity OH&S Policy and Agreement Induction Recruitment and Selection Current recruitment procedures provide access and assistance to applicants with disabilities. Update the following programs: Induction & Orientation Management Recruitment & Selection. The current Certified Agreement ( ) also complies. Employer Role Indicator # 2 Indicator Measure Current Level of Goals for Recruitment information for potential job applicants is available in accessible formats on request. Percentage of recruitment information requested and provided in: accessible electronic formats accessible formats other than electro n i c. Average time taken to provide accessible information in: accessible electronic formats accessible formats other than electro n i c. All recruitment information is available for immediate downloading by intern a l and external applicants via the AGIMO website and the online recruitment facility. The information is also accessible by internal applicants via the Intranet. Recruitment staff are able to provide information in hard copy, large print, or other formats on request. During the reporting period, less than 10% of applicants seeking selection documentation requested alternative formats (ie hard copies). Most re q u e s t s were responded to within 2 hours. TTY phone in the Recruitment Section is available for people with a hearing disability to place requests for re c r u i t m e n t information. Advice about the TTY facility is available on the website and in selection documentation. Update the website to provide information to applicants about the AGIMO Workplace Diversity policy. 96 Annual Report

23 Employer Role Indicator # 3 Indicator Measure Current Level of Goals for Agency recruiters and managers apply the principle of reasonable adjustment. Percentage of recruiters and managers provided with information on reasonable adjustment. Current Recruitment and Selection policy places requirement on recruiters and selection panels to apply merit and equity to selection activities. 100% of training provided to recruiters and selection panels will include information on reasonable adjustment. Information regarding reasonable adjustment is provided to recruiters and managers as required. Employer Role Indicator # 4 Indicator Measure Current Level of Goals for 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. 99% of the Core Training Calendar provides training programs inhouse. Physical access to the building is appropriate. Intranet Core Training Calendar site includes an invitation to people with a disability to discuss their particular needs (in relation to advertised training programs) with HR Services. Where training and development programs are planned off-site, we will use venues with appropriate access for people with disabilities, and seek input from attendees about their access requirements. A p p e n d i x 97

24 Employer Role Indicator # 5 Indicator Measure Current Level of Goals for 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. Information on disability issues is included in training programs for: Induction and Orientation OH&S Recruitment and Selection Workplace Diversity Eliminating Workplace Harassment. Information on disability issues will be included in 100% of all relevant training programs. Employer Role Indicator # 6 Indicator Measure Current Level of Goals for Complaint / grievance mechanism, including access to external mechanisms, in place to address issues and concerns by staff. Established complaints / grievance mechanisms, including access to external mechanisms in operation. Certified Agreement includes p rovisions for complaint and grievance re s o l u t i o n, including access to external mechanisms. Workplace Diversity and Harassment Contact Officers handled a small number of informal complaints. No complaints were reported during the period involving disability issues. New members of Workplace Diversity and Harassment Contact Officer network receive training in how to handle complaints. New Certified Agreement to contain similar complaint and grievance resolution mechanisms. 100% of staff to receive updated advice on the complaints / grievance process after the new Agreement is certified. 98 Annual Report

25 The Purchaser Indicator # 1 Indicator Measure Current Level of Goals for Publicly available information on agreed purchasing specifications are available in accessible formats for PWD. Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic. Average time taken to provide accessible material in: accessible electronic formats accessible formats other than electronic. Contracts 100% of all tender documentation available in accessible electronic formats. Provision of tender documentation to interested parties requesting tender documentation in accessible formats other than electronic is currently five working days of the request. General The AGIMO website was refreshed in April 2004 and the standards for W3C Web Content Accessibility were addressed. Guidelines for planning and producing materials in accessible format have been developed and continue to be available on the Intranet. 100% of documentation for open and restricted tender processes available online through the AusTender System. Maintain current level of availability of tender documentation in accessible electronic formats. Continue to review our procedures for the provision of tender documentation to interested parties in accessible formats (other than electronic) to ensure that PWD are not disadvantaged by tender processes. General Continued improvements in accessibility will be addressed as part of the ongoing maintenance and development of the website. Guidelines will be updated as required. A p p e n d i x 99

26 Appendix 8 Consultancy services Table 17 Consultancy Services Contracts Commissioned by AGIMO, Company Name Task Performed Acumen Alliance Secure Infrastructure Project $ $ O B Pty Ltd Allen Consulting Conduct a survey of government $ $8 568 O B Group Pty Ltd e-procurement activity Ambit Group Provision of technical services $ $2 890 R B Pty Ltd for the Service Delivery Branch Ambit Group Pty Ltd Provision of technical support and $ $ S B website development services for the Service Delivery Branch Boston Consulting Development of an IT outsourcing $ $ S B Group primer Candle Australia Ltd Delivery of the publications register $ $ O B and publishing services directory website Candle Australia Ltd Project management services for $ $ S B the Australian government publications register stage 2 Canprint Provision of services relating to $ $ S B Communications the library deposit scheme Pty Ltd distribution service Consulting Insights Development of assistance to $ $ O B Pty Ltd agencies in respect of IT sourcing Consulting Insights Determination and development of $ $ S B Pty Ltd assistance for agencies in relation to IT sourcing 100 Annual Report

27 Company Task Performed Convergence Finalising e-authentication $ $ S B e-business Solutions framework architecture Pty Ltd Convergence Secure Infrastructure Project $ $ S B e-business Solutions Pty Ltd Corrs Chambers Secure Infrastructure Project $ $ S B Westgarth CSIRO Analysis of whole-of-government $ $0 S B web content and technology Cybersource Open source software $ $0 S B Pty Ltd sourcing guide Dandolo Partners Measuring Australians use of and $ $9 811 O B Pty Ltd satisfaction with e-government services Deborah Claire Development of a second $ $ R B Nesbitt e-government case study publication similar to Transforming government: achievements in e-government 2003 DSTC Pty Ltd Review and update the Australian $ $ R B Government interoperability framework Ezifile Pty Ltd Development of an information $ $ S B management system Faculty Management Conduct a review of the $ $0 O B Consultants Pty Ltd e-procurement demonstration projects Gibson Qui Pty Ltd Provision of a snapshot of $ $9 531 O B Australian Government telecommunications expenditure Hudson Global Provide project management $ $0 S B Resources (Aust) services to GSIE Pty Ltd Hugh Watson Baseline data interpretation $ $ S B Consulting Pty Ltd Imediate Pty Ltd Facilitate the preliminary meeting $ $ S B of networked economy forum stakeholders A p p e n d i x 101

28 Company Task Performed Institute of Public Commission and manage the $ $ O B Administration writing of a series of research Australia papers on development issues for e-government in Australia KPMG P rovision of internal audit services $ $ O C KPMG Evaluate Governet architecture $ $ R B Lambert Consulting Review of the library deposit $ $0 S B Pty Ltd scheme distribution service Manpower Services Develop and maintain AGIMO s $ $ S B (Aust) Pty Ltd corporate websites MKS Consulting Development of guidance on $ $ S B Pty Ltd website planning MKS Consulting Consolidation and retirement of $ $0 S B Pty Ltd Australian Government websites National Information Provide expert accessibility $ $0 S B and Library Service analysis of the fedinfo, Australia.gov and other organisational websites Nous Group Pty Ltd Supply of research and facilitation $ $0 R B services One Planet Provision of IT management $ $ R B Solutions Pty Ltd services Paxus Australia Provision of a programmer to $ $ S B Pty Ltd provide technical support and website development services Peter John Development of a second $ $ R B O Connor e-government case study publication similar to Transforming government : achievements in e-government 2003 Red Wahoo Pty Ltd National government $ $0 O B interoperability framework S2 Intelligence Supply of research services $ $ S B Pty Ltd 102 Annual Report

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