Broadband for Seniors Program Guidelines

Transcription

1 Bradband fr Senirs Prgram Guidelines Page 1 f 11

2 Bradband fr Senirs Prgram Guidelines Table f Cntents 1 PREFACE PROGRAM OVERVIEW What are the aims f Bradband fr Senirs? What is the planned utcme fr Bradband fr Senirs? PROGRAM MANAGEMENT AND SERVICE DELIVERY DETAILS Implementatin Applicatin Prcess Funding fr the Prgram Rle f Service Delivery Organisatin Service Delivery Organisatin Eligibility Cmmunity Organisatin Eligibility RESPONSIBILITIES AND ACCOUNTABILITIES UNDER THE PROGRAM FaHCSIA Respnsibilities and Accuntabilities Service Delivery Organisatin Respnsibilities and Accuntabilities Cmmunity Organisatin Respnsibilities PERFORMANCE MANAGEMENT AND EVALUATION Perfrmance Framewrk Outcme Financial Evaluatin Feedback FUNDING AGREEMENT PRIVACY AND CONFIDENTIALITY Privacy and Cnfidentiality Freedm f Infrmatin Security f Infrmatin COMPLAINTS Cmplaints - Service Delivery Organisatin Cmplaints frm Clients/Custmers Cmplaints Handling by Service Delivery Organisatin CONTACT INFORMATION APPENDICES...11 Page 2 f 11

3 Bradband fr Senirs Prgram Guidelines 1 Preface These guidelines prvide the framewrk fr the implementatin and administratin f Bradband fr Senirs. The guidelines prvide the basis fr the wrking relatinship between the Australian Gvernment Department f Families, Husing, Cmmunity Services and Indigenus Affairs (FaHCSIA r the Department) and the service delivery rganisatin. These guidelines shuld be read in cnjunctin with the funding agreement. The prgram guidelines include: The purpse f Bradband fr Senirs. FaHCSIA s expectatins f a service delivery rganisatin t implement Bradband fr Senirs, perfrmance and reprting expectatins, guiding principles and values. Mnitring and cntract management arrangements, including accuntabilities and prgram gvernance arrangements between FaHCSIA and the service delivery rganisatin. Other relevant infrmatin essential t guide the successful delivery f Bradband fr Senirs. FaHCSIA reserves the right t amend these guidelines t ensure that the service delivery rganisatin is best equipped t prvide a quality service and will prvide reasnable ntice f these amendments n its website 2 Prgram Overview Bradband fr Senirs is part f the wider Australian Gvernment initiative Making Ends Meet - Plan fr Older Australians, Peple with Disabilities and Carers. The Australian Gvernment is cmmitting $5 millin each year ver the next three years, t fr Bradband fr Senirs. The needs f lder Australians wishing t be trained in the use f the internet will be met by the creatin f apprximately 2,000 senirs internet kisks, lcated in cmmunity rganisatins that supprt senirs. Kisk sites will be identified n the basis f demnstrated need and willingness t prvide a free service. Bradband fr Senirs will prvide ne-ff supprt wrth up t $10,000 per kisk fr desktp cmputers, bradband internet service, training and/r regular wrkshps t help build the cnfidence f senirs in using new technlgy. 2.1 What are the aims f Bradband fr Senirs? Bradband fr Senirs aims t: Prvide lder Australians access t cmputers and the internet via free internet kisks. Supprt lder Australians t gain cnfidence and build skills in using new technlgy. Address the issue f lder Australians feeling islated and left behind in a technlgical age. Build cmmunity participatin and scial inclusin amngst lder Australians. 2.2 What is the planned utcme fr Bradband fr Senirs? The planned utcme fr Bradband fr Senirs is t increase the cnfidence and skills f lder Australians in using cmputers and the internet, helping t build their cmmunity participatin and scial inclusin. Page 3 f 11

4 Bradband fr Senirs Prgram Guidelines 3 Prgram Management and Service Delivery Details 3.1 Implementatin The department aims t implement Bradband fr Senirs natinally thrugh a single service delivery rganisatin under a funding agreement. The department may cnsider engaging mre than ne service delivery rganisatin, t ensure natinal cverage f the prgram. The department will wrk in partnership with the successful service delivery rganisatin(s) t ensure that the prgram is implemented in a timely and cst-effective way. 3.2 Applicatin Prcess An pen selectin prcess will be cnducted t identify a service delivery rganisatin t implement Bradband fr Senirs natinally. The successful service delivery rganisatin will be selected based n an rder f merit as utlined in the Applicatin Guidelines. There is an expectatin that the service delivery rganisatin will have rganisatinal plicies and prcesses in place that will supprt them in implementing Bradband fr Senirs, including plicies n: Privacy and cnfidentiality Mandatry reprting Insurance and gvernance Issues management Occupatinal health and safety Cmplaints mechanisms and prcesses 3.3 Funding fr the Prgram Funding f $15 millin is available ver three years. Funding will be distributed as fllws: $5 millin $5 millin $5 millin 3.4 Rle f Service Delivery Organisatin The successful service delivery rganisatin will be expected t: Apply their strategy fr the selectin f: pstal areas frm the list prvided by the department (Applicatin Guidelines - Attachment A); lcatin(s) within the pstal areas; and cmmunity rganisatins able t perate an internet kisk r kisks in the identified lcatins and willing t prvide a free service t senirs. Surce and prvide bradband internet service fr three years t all senirs internet kisks supprted under the prgram, with the fllwing expectatins arund the level f bradband service t be prvided: Page 4 f 11

5 Bradband fr Senirs Prgram Guidelines Each kisk shuld cnsist f at least tw internet cnnected terminals. Each kisk shuld have internet access at a minimum uplad/dwnlad speed f 1500kbps/256kbps. Each terminal shuld have internet access at a minimum uplad/dwnlad speed f 512kbps/128kbps. Dwnlad usage allwance shuld be a minimum 1GB per mnth per terminal (with n restrictins within these limits n dwnlads r uplads r n usage time r peak/ff-peak limitatins). Shaping f data shuld be t n less than 64kbps at n cst r excess data charges f n mre than five cents per megabyte, with n shaping fr any data used abve the specified mnthly data usage allwance (which may include advance purchase f blcks f data). Where pssible ADSL2+ equipment and services shuld be cnsidered. In lcatins where bradband service availability is limited, the equivalent satellite r wireless bradband technlgy shuld be used, with a minimum expected uplad/dwnlad speed f 512kbps/128kbps and minimum recmmended 1GB per mnth data allwance per terminal. The ISP prvider shuld infrm the service delivery rganisatin/and r the kisk prvider within 24 hurs f current usage limits and any assciated csts beynd the limit having accrued. Bradband service csts shuld be averaged acrss kisks, s that rganisatins are nt disadvantaged in regards t equipment and/r training prvided, where the real cst t prvide bradband is higher. The level f bradband service at all kisk sites will be reviewed and upgraded as apprpriate as higher levels f bradband service becme available ver the curse f the three year perid frm establishment f each kisk. Surce and install cmputer hardware and sftware fr all senirs internet kisks supprted under the prgram. All terminals must have at least minimum hardware and sftware capabilities t enable typical cmputer/internet usage such as wrd prcessing, web brwsing, and nline audi and vide usage. Internet equipment such as mdems shuld be cmpatible in rder t accmmdate future levels f bradband internet service within the three year perid frm establishment f each kisk. (Fr example, ADSL2+ mdems shuld be installed t enable bth ADSL and ADSL2+ services.) All cmputers must have the capacity t accmmdate future levels f bradband internet service during the three year perid frm establishment f each kisk. All cmputers must be prvided with adequate prtective sftware. Ensure timely maintenance f equipment and custmer supprt/service. Ensure infrastructure is sufficient t accmmdate senirs internet kisks prir t installatin. Open the first senirs internet kisks as sn as pssible nce funding has cmmenced and in accrdance with their verall service delivery strategy. Ensure an effective cmmunicatin strategy t reach senirs in lcal cmmunities. Page 5 f 11

6 Bradband fr Senirs Prgram Guidelines Enable training and/r regular wrkshps suitable fr senirs. Ensure that by 30 June 2011 all equipment prvided under the Bradband fr Senirs prgram is gifted t and remains the prperty f the cmmunity rganisatins. Ensure measures are in place acrss all kisks arund apprpriate use f the equipment and services prvided under the prgram. Enter int a funding agreement with the department t deliver these gds and services. Prvide reprts t the department every six mnths based n the utcme f the prgram, t be stipulated in the funding agreement. Ensure independent, frmative and final evaluatins are undertaken acrss the delivery f Bradband fr Senirs. 3.5 Service Delivery Organisatin Eligibility T be eligible t deliver Bradband fr Senirs natinally, the rganisatin must be ne f the fllwing: Incrprated Assciatin Incrprated Cperative Organisatin established thrugh specific Cmmnwealth r State Territry legislatin (eg Churches, Universities, Unins, PBIs) Cmpany (Incrprated under Crpratins ACT 2001) Nn-gvernment legal entity 3.6 Cmmunity Organisatin Eligibility Cmmunity rganisatins that prvide services t lder Australians and are a legal entity will be eligible t deliver a senirs internet kisk. Entities nt eligible t deliver a senirs internet kisk are: Individuals Cmmnwealth and State Gvernment Departments Nn-Australian legal entities Third parties seeking funds n behalf f thers 4 Respnsibilities and Accuntabilities under the Prgram 4.1 FaHCSIA Respnsibilities and Accuntabilities FaHCSIA must act in accrdance with the Australian Public Service Cde f Cnduct and the Financial Management and Accuntability (FMA) Act FaHCSIA must: Act hnestly, fairly and ethically. Page 6 f 11

7 Bradband fr Senirs Prgram Guidelines Achieve results fr the public gd. Establish wrkplace relatins that value cmmunicatin, cnsultatin, cperatin and input frm emplyees. Prmte equity in emplyment. Deliver services fairly, effectively, impartially and curteusly. Be sensitive t the diversity f the Australian public. Spend funding in a transparent, fair, accuntable, efficient and effective way. Achieve value fr mney when prcuring any gd r service in relatin t the funding. Be respnsive, pen, transparent and accuntable in relatin t any gvernment r public inquiries relating t the use f the funding. Advise the Department f Bradband, Cmmunicatin and the Digital Ecnmy (DBCDE) f the successful service delivery rganisatin(s). Fr further infrmatin abut the APS Cde f Cnduct and APS Values, visit the Australian Public Service Cmmissin website at Fr further infrmatin abut the FMA Act f 1997, visit the Department f Finance and Deregulatin website at Under this prgram FaHCSIA is respnsible fr the fllwing: Prviding all applicants, as Attachment A t the Applicatin Guidelines, a priritised list f pstal areas, t be used t select lcatins fr internet kisks. The list f pstal areas priritised int three categries, accrding t senirs ppulatin, incme level, educatin and the Sci-Ecnmic Index fr Areas (SEIFA). The three categries being: A - High need pstal areas fr which mre than ne kisk site each is recmmended B - High need pstal areas fr which ne kisk site each is recmmended C - Lwer need pstal areas Assisting the service delivery rganisatin where pssible, t btain relevant statistical data if required, as part f the service delivery rganisatin s selectin strategy f lcatins within pstal areas and/r t select cmmunity rganisatins. Where required, negtiate with the mst highly rated rganisatins t ensure the prgram is delivered natinally. Identifying a suitable service delivery rganisatin (r rganisatins) t deliver Bradband fr Senirs. Prviding the service delivery rganisatin with a clear and cncise funding agreement. Wrking in partnership with the service delivery rganisatin t ensure that the prgram is implemented. Prviding clear and cncise advice t the service delivery rganisatin in relatin t the prgram. Ensuring that the utputs and utcme cntained within the Bradband fr Senirs Prgram Guidelines are being met. Evaluating the service delivery rganisatin s perfrmance every six mnths. Page 7 f 11

8 Bradband fr Senirs Prgram Guidelines 4.2 Service Delivery Organisatin Respnsibilities and Accuntabilities Under this prgram the successful service delivery rganisatin is respnsible fr the fllwing: Wrking cllabratively with FaHCSIA t deliver Bradband fr Senirs. Adhering t the terms and cnditins f the funding agreement. Ensuring that by 30 June 2011 all equipment prvided under Bradband fr Senirs is gifted t and remains the prperty f the cmmunity rganisatins. 4.3 Cmmunity Organisatin Respnsibilities Cmmunity rganisatins that supprt senirs internet kisk(s) are respnsible fr: Prviding suitable lcatin(s) fr the kisks. Ensuring that the internet kisk is pen at cnvenient times fr senirs t attend. Ensuring access t and use f the internet kisk, including related training, is free t senirs. 5 Perfrmance Management and Evaluatin 5.1 Perfrmance Framewrk FaHCSIA endeavurs t fcus n utcmes, hwever ther infrmatin, nt related t utcmes includes infrmatin that can be used t: Mnitr the nging peratin f the prgram fr evaluatin f services. Track issues that may affect the peratin f the prgram. 5.2 Outcme The utcme fr Bradband fr Senirs will direct perfrmance management and evaluatin. Bradband fr Senirs intends t increase the cnfidence and skills f lder Australians in using cmputers and the internet, helping t build their cmmunity participatin and scial inclusin. This majr utcme fr Bradband fr Senirs will be reprted against by the service delivery rganisatin. 5.3 Financial The service delivery rganisatin must ensure the efficient and effective use f public mnies, cnsistent with best value in scial services principles, the funding agreement, and maintain a viable service. The service delivery rganisatin must nly use public funds fr the purpse fr which they were prvided and act respnsibly t prevent fraud upn the Cmmnwealth. 5.4 Evaluatin Bradband fr Senirs will be reviewed and reprted six mnthly. Reprting milestnes will be utlined in the funding agreement. The prgram will be evaluated upn its cmpletin. Page 8 f 11

9 Bradband fr Senirs Prgram Guidelines 5.5 Feedback The perfrmance f Bradband fr Senirs, and therefre its reputatin, will be heavily dependent n the peratin f the service delivery rganisatin. It is essential that the service delivery rganisatin and FaHCSIA maintain high standards and an pen and cperative relatinship. FaHCSIA will develp a tw way feedback prcess that will enable the service delivery rganisatin a free and pen channel f cmmunicatin between them and the prgram manager. This will enable bth parties t be kept up t date n all perfrmance issues and ther develpments. The service delivery rganisatin is expected t cntribute t this prcess by prviding FaHCSIA with infrmatin n key learnings and emerging issues. 6 Funding Agreement A funding agreement will be ffered t the successful service delivery rganisatin. A cpy f the department s draft Funding Agreement, Letter f Offer / Schedule and Terms and Cnditins, is prvided as part f the Bradband fr Senirs applicatin package. Final details f the funding agreement will be finalised with the successful service delivery rganisatin. 7 Privacy and Cnfidentiality 7.1 Privacy and Cnfidentiality Privacy and Cnfidentiality are cvered in the Terms and Cnditins f the FaHCSIA Funding Agreement. 7.2 Freedm f Infrmatin The Freedm f Infrmatin Act 1982 (the FOI Act) gives the public the right t access infrmatin in the pssessin f the department with certain limited exceptins. Infrmatin cllected r held by the department may be made available n request, unless exempted under the relevant prvisin f the Act r under specific legislatin that prvides fr the cnfidentiality f that infrmatin. The department has a statutry bligatin t bserve the FOI Act and must help all applicants make a valid applicatin under the Act. The department will bserve strict time frames when acknwledging and respnding t requests made fr access t dcuments under the FOI Act. Any applicatin fr access t dcuments under the FOI Act must be made by letter r statement, r (where available) by cmpleting a frm. 7.3 Security f Infrmatin The service delivery rganisatin will be required t stre recrds in a secure place and dispse f them in an apprpriate manner. The service delivery rganisatin needs t ensure that recrds cntaining persnal infrmatin are retained fr five years fllwing the expiratin f the funding agreement. They will be required t retain a cpy f all reprts, recrds r accunt bks in riginal frm in accrdance with the prvisins written in the funding agreement. Page 9 f 11

10 Bradband fr Senirs Prgram Guidelines 8 Cmplaints 8.1 Cmplaints - Service Delivery Organisatin The department has a frmal cmplaints service and the service delivery rganisatin can ldge a cmplaint by telephning A cmplaint is defined as: Any expressin f dissatisfactin with a prduct r service ffered r prvided [Australian Standard AS ] The department has a cmplaints recrding system t capture cmplaints t the department abut any f its services r thse delivered by funded service prviders. Fr the purpses f the department s cmplaints recrding system, a cmplaint des nt include: Ministerial Crrespndence; Freedm f Infrmatin requests; r Cmplaints made t the service delivery rganisatin, as these will be cvered under the cmplaints mechanism utlined in the funding agreement. If the service prvider is dissatisfied at any time with ur handling f their cmplaint, they can als cntact the Cmmnwealth Ombudsman at Cmplaints frm Clients/Custmers Cmplaints Handling by Service Delivery Organisatin Cmplaints, queries and feedback are cnsidered a valuable pprtunity fr the Bradband fr Senirs service delivery rganisatin and FaHCSIA t review and imprve their prcesses and the quality f services prvided. The successful service delivery rganisatin funded t deliver Bradband fr Senirs must have an internal cmplaints prcedure in place and its availability must be clearly cmmunicated. The prcedures shuld allw cnfidentiality f cmmunity rganisatins in rder fr them t express their cncerns withut any fear f their cmplaint impacting n the selectin prcess r funding supprt. The service delivery rganisatin s internal cmplaint mechanism must: Have cmmitment frm all levels f the rganisatin Be fair t all cncerned, including the cmplainant and the rganisatin Allw fr the invlvement f advcates Ensure that the cmplainant des nt suffer retributin r intimidatin Be accessible prmted internally and externally, in English and ther languages as apprpriate Have flexible methds f making cmplaints with assistance available t cmplainants as necessary Be respnsive a full impartial and timely prcess with fair and reasnable remedies Page 10 f 11

11 Bradband fr Senirs Prgram Guidelines Be effective must address individual cmplaints, use infrmatin t imprve verall service delivery and infrm planning decisins Be pen and accuntable s prgram participants can judge fr themselves whether the system is wrking effectively Prvide fr privacy, dignity and cnfidentiality Be prvided free f charge Ensure that infrmatin abut alternative avenues fr cmplaint are prvided t the cmplainant fr any cmplaint that cannt be reslved internally (including referral t FaHCSIA). 9 Cntact Infrmatin Bradband fr Senirs Department f Families, Husing, Cmmunity Services and indigenus Affairs Lcked Bag 5001 Tuggeranng Business Centre ACT 2901 Phne: Fax Number: Website: bradbandfrsenirs@fahcsia.gv.au 10 Appendices The draft Funding Agreement, Letter f Offer / Schedule and Terms and Cnditins, is prvided as part f the Bradband fr Senirs Applicatin Package. Page 11 f 11