Chapter 3
Performance report
Performance at a glance
TABLE 3.1 Summary of outcome and outputs performance, 2008–09
OUTPUT 1—Review of administrative action |
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Key performance indicator—Complaint–handling service delivered effectively and efficiently |
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Target Efficiently close all approaches and complaints received, in the face of growing complaint numbers. |
Achievement We received 14% more approaches and complaints in 2008–09 than in 2007–08. There was a slight decrease in the number of approaches and complaints about agencies within jurisdiction, offset by a substantial increase in the number of requests for information and complaints that were outside jurisdiction. There was a real increase in the number of complaints investigated and a reduction in the number of cases remaining open at the end of the year. We met this target. |
Key performance indicator—Complaint–handling service delivered efficiently and effectively |
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Target Improvement in the achievement of our client service standards for all incoming approaches to the office and the management of all complaints. |
Achievement Overall there was no change in the achievement of our client service standards for all incoming approaches to the office and management of all complaints. We did not meet this target. |
Key performance indicator—Submissions, own motion investigations and better practice guides foster improved public administration generally |
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Target Produce an estimated six submissions, 12 own motion investigations, and two better practice guides. |
Achievement We made 13 submissions to Parliamentary inquiries and six other submissions to major reviews, and released 18 reports on own motion and major investigations, one better practice guide and seven fact sheets for agencies. We exceeded this target. |
Key performance indicator—Agencies satisfied with quality of services, and accept findings and recommendations resulting from complaint investigations and systemic problems identified |
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Target Agencies generally accept findings and recommendations. |
Achievement Agencies accepted more than 80% of the recommendations made in public reports in full or in part, and consideration of a number of other recommendations depended on further agency work. We met this target. |
Key performance indicator—Timely and effective completion of assessment reports on long–term immigration detainees |
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Target Government generally accepts recommendations on detainees. |
Achievement We met this target. |
Key performance indicator—Public satisfaction with the quality of services provided |
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Target High level of satisfaction with service received. |
Achievement Client survey results and the continuing high number of approaches to the office indicate there is a good degree of public satisfaction with the office. We have put a number of measures in place to further improve the quality of our services. We met this target. |
TABLE 3.1 Summary of outcome and outputs performance, 2008–09
OUTPUT 2—Review of statutory compliance in specified areas |
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Key performance indicator—Inspect the accuracy and comprehensiveness of records on selected law enforcement activities for compliance with statutory requirements |
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Target All inspections and reports completed according to the statutory inspection schedule. |
Achievement Despite a substantial increase in workload we met this target. |
Target Government and agencies accept the quality and relevance of findings and recommendations. |
Achievement We met this target. |
Funding from other sources
The office receives significant funding from other sources for two functions. These were described previously as purchaser–provider arrangements.
The office has an agreement with the ACT Government for services provided by the Ombudsman as the ACT Ombudsman, and for complaint handling in relation to ACT Policing, performed by the Australian Federal Police (AFP). Detailed information on the outcome of this work is provided in the ACT Ombudsman Annual Report, which is submitted to the ACT Legislative Assembly.
The office also receives funds from the Australian Agency for International Development (AusAID) to support the work of Ombudsmen and similar services in Indonesia, Papua New Guinea and the Pacific Islands more generally. The services provided by the Ombudsman contribute to the outcomes and outputs that are the responsibility of AusAID. Performance measures are contained in the AusAID Portfolio Budget Statements in the Foreign Affairs and Trade portfolio. A qualitative description of our work is provided in Chapter 5—Engagement.
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