Performance against key performance indicators

The department’s outcome and programme structure and key performance indicators

Outcome and programme structure

The department’s outcome and programme structure and key performance indicators are published in the department’s annual Portfolio Budget Statements. They are used to monitor and assess our performance—see Figure 1 Outcome and programme structure on page 3.

Table 1: Key performance indicator results
Key performance indicator Target
2014-15
Result
2013-14
Result
2014-15
Met
2014-15
Part / page no.
Programme 1.1 Services to the Community-Social Security and Welfare
Minister is satisfied with the quality, relevance and timeliness of ministerial briefing, correspondence and other departmental advice Satisfied Satisfied Satisfied Tick  

Achievement of customer satisfaction standards

⩾85% 68% 70.3%1 No Part 3.5
Page 140-143
Achievement of payment quality standards
Centrelink: Delivery of correct customer payments ⩾95% 98% 98.1% Yes Part 3.3
Page 99
Key initiatives delivered within timeframes and on budget and outcomes are achieved2
Service Delivery Reform Achieved Achieved Achieved Yes Secretary's overview
Page IX
Part 4.2
Page 169
Income Management Budget measures Achieved Achieved Achieved Yes Part 2.5
Page 70-72
Fraud Prevention and Compliance Budget measures Achieved Achieved Achieved Yes Part 3.3
Pages 99-119
Effective working arrangements with other government departments are in place which support the department’s contribution to policy development through service delivery policy advice
Strategies in place to ensure reporting against MOU and Bilateral Management arrangements are effective Effective Effective Effective Yes Part 1.3
Page 9
Government stakeholder assessment of the portfolio’s agility, flexibility and responsiveness 4.0 3.6 3.73 No  
Support economic and social participation of Indigenous Australians through the timely delivery of appropriate departmental payments and services
Centrelink: Delivery of correct payments for Indigenous Australians ⩾95% 99% 98.9% Yes Part 2.5
Page 65-67
CRS Australia to maximise workforce participation rates for government at or above the market average for jobs seekers that remain in employment for 13 weeks ⩾70% 74% 73%4 Yes Part 2.5
Page 86
Increase in the proportion of self-managed transactions and electronic interactions 1% increase on 2013-14 Achieved Achieved Yes Part 4.1
Page 154
Achievement of face-to-face, telephony and processing service level standards
Face-to-face: Average wait time ⩽15 minutes NA 12 minutes 18 seconds Yes Part 4.1
Page 165
Telephony: Average speed of answer ⩽16 minutes NA 15 minutes 40 seconds Yes Part 4.1
Page 165
Processing: Percentage of claims processed within standard ⩾82% NA 84.6% Yes  
Internal reviews: Percentage of reviews finalised within standard ⩾70% NA 65.4% No Part 3.3
Page 101-102
Achievement of payment integrity standards
Centrelink: Debt under recovery ⩾60% 62% 63.5% Yes Part 3.3
Page 103
Programme 1.2 Service to the Community-Health
Satisfaction with Medicare provider service delivery ⩾70% >80% Pharmacists 99%
Practitioners 91%
Practice Managers 88%
Yes Part 3.5
Page 143
Achievement of customer satisfaction standards ⩾85% 85% 82.5%6 No Part 3.5
Page 140-142
Achievement of payment quality standards
Medicare: Delivery of accurate medical and pharmaceutical benefits and services ⩾98% 98% 98% Yes Part 2.3
Page 29-34
Achievement of face-to-face, telephony and processing service level standards
Face-to-face: Average wait time ⩽15 minutes NA 7 minutes 25 seconds Yes Part 4.1
Page 165
Telephony: Average speed of answer
Pharmaceutical Benefits Scheme Authorities and eHealth Providers ⩽30 seconds NA 25 seconds Yes Part 4.1
Page 165
Providers ⩽2 minutes NA 1 minute 25 seconds Yes Part 4.1
Page 165
Customers ⩽7 minutes NA 5 minutes 10 seconds Yes Part 4.1
Page 165
Processing: Percentage of claims processed within standard ⩽82% NA 98.7% Yes  
Achievement of payment integrity standards
Medicare: Completed audit and review cases 2,500 3,544 3,680 Yes Part 3.3
Page 108
Programme 1.3 Child Support
Achievement of customer satisfaction standards ⩽85% 84% 74%7 No Part 3.5
Page 142
Total amount of child support transferred between parents $3.2 billion $3.5 billion $3.5 billion Yes Part 2.4
Page 55
Child support collection rate (Child Support collect only) ⩾91.7% 93% 93.3% Yes Part 2.4
Page 55-56
Percentage of private collect cases to total active cases (Child Support collect and private collect cases) ⩾52% 53% 53% Yes Part 2.4
Page 56
Percentage of domestic active paying parents without debt ⩾73.5% 77% 77.4% Yes Part 2.4
Page 56-57
Achievement of telephony and processing service level standards
Telephony: Average speed of answer ⩽3 minutes NA 2 minutes 33 seconds Yes Part 4.1
Page 165
Processing: Percentage of claims processed within standard ⩾82% NA 92.6% Yes  
  1. The overall result is primarily attributed to ‘ease of accessing services’ and ‘length of time to receive services’. Satisfaction with the service provided by staff was high at 84%.
  2. The list of key initiatives is determined by government priorities each financial year.
  3. While the target was not achieved, the result shows continued improvement in a year when the department implemented a significant number of key government initiatives.
  4. CRS Australia ceased operations as at 27 February 2015—the result of 73% applies to the last quarterly reporting period (1 October 2014 to 31 December 2014).
  5. In 2014-15 the Appeals Branch focused on aged cases and priority areas to reduce the level of arrears. The KPI was met in the fourth quarter.
  6. The decline in the overall result is primarily attributed to a decline in the satisfaction with the ease of accessing services. Satisfaction with the service provided by staff was high at 92%.
  7. The result is based on data from February to June 2015. This data is not fully comparable with data from the previous year.

Page last updated: 26 May 2016

This information was printed Thursday 29 September 2016 from humanservices.gov.au/corporate/annual-reports/annual-report-2014-15/part-2/performance-against-key-performance-indicators It may not include all of the relevant information on this topic. Please consider any relevant site notices at humanservices.gov.au/siteinformation when using this material.