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Annual performance statement

Introductory statement

I, as the accountable authority of the Department of the House of Representatives, present the department’s 2017–18 annual performance statement, as required under section 39(1)(a) of the Public Governance, Performance and Accountability Act 2013 (PGPA Act). In my opinion, this annual performance statement accurately reflects the performance of the department, and complies with section 39(2) of the PGPA Act.

David Elder, Clerk of the House

Purpose

To support the House of Representatives, and the wider Parliament, in the role of a representative and legislative body primarily by providing advice and services, and through engaging with the community and other parliaments. (Outcome 1)

Data sources

The results and analysis presented in this annual performance statement are based on data from several sources. These include a survey of members of the House, interviews with members who have specific roles in supporting the operation of the House, and a survey of departmental staff. Data from these sources has been supplemented with formal and informal feedback from stakeholders, including the Presiding Officers, visiting dignitaries and external clients, such as seminar participants and beneficiaries of the department’s inter-parliamentary capacity-building activities.

Members’ survey

Following on from the inaugural online survey of all 150 members of the House in 2017, all members in 2018 were again invited to complete an online questionnaire, with hard copies available on request. The survey was open from 21 May to 30 June 2018 and members were advised that their responses would be anonymous.

The survey asked members to indicate whether they were satisfied with each of the following:

  • the quality and timeliness of chamber procedural support and advisory services
  • the quality and availability of procedural and statistical publications, and support to obtain these
  • the quality and timeliness of parliamentary committee advice and services
  • the standard of committee report drafting
  • support for participation in official international delegations
  • support for their House of Representatives office accommodation
  • support for their salary payments
  • support for transport coordination.

Members could provide specific comments about each service and, at the end of the survey, they were invited to provide additional comments on any aspect of the services supported by the department.

Eighteen members completed the questionnaire online, with an additional two members completing the survey in hard copy. With five of the 150 seats vacant in the House of Representatives at the time of the survey, this represents a response rate of 14 per cent.

Members’ interviews

To complement the members’ survey, the Clerk wrote to 26 members on the basis that they were either government or opposition whips, served on the Speaker’s panel or were non-aligned members, inviting them to participate in an in-depth face-to-face interview with a senior member of departmental staff. The members were advised that the department was conducting the interviews to receive feedback on the level and quality of its advice, information and services, and to gain an insight into service provision, particularly as it relates to their role as office holders or non-aligned members. Areas covered in the interviews were:

  • the quality of the support provided for their work in the Chamber and Federation Chamber
  • the usefulness of the panel member’s induction and the support offered, including the support as chair in the Chamber or Federation Chamber
  • the quality, availability and usefulness of procedural publications and resources
  • the quality and usefulness of advice and support received in relation to work on parliamentary committees, including the quality of report drafting
  • the support received from the Serjeant-at-Arms’ Office in relation to accommodation in Parliament House and support services such as transport, stationery, salaries and allowances
  • any additional advice, support or services that would assist members in their parliamentary work.

The members were advised that their responses would be compiled into a summary report on satisfaction levels and areas for improvement or new initiatives, and that individual responses would remain confidential.

Interviews were conducted in May and June 2018 with 22 members, a participation rate of 85 per cent of those invited to be involved.

Staff survey

The departmental staff survey for 2017–18 was available online from 21 May to 30 June 2018. The purpose of the survey was to understand staff opinions of the department’s working environment, performance, governance and leadership. Staff were advised that results of the survey would be distributed to staff of the department, addressing key trends, and that individual responses would not be identified.

A total of 125 staff responded to the survey, a participation rate of 70 per cent.

Other data sources

In addition to the members’ survey and interviews, feedback on the services provided by the department is sought from the Speaker’s Office through interviews with the Speaker’s chief of staff and advisers. Formal feedback is also received through surveys completed by participants in official parliamentary delegations, beneficiaries of the department’s inter-parliamentary capacity-building activities and participants in the department’s seminar programs.

Activity information

The department monitors its work output by collecting information on specific activities throughout the year. Comparisons with data from previous years provide a longitudinal perspective and an indication of the extent to which various outputs are affected by the parliamentary cycle.

As is typical of the middle year of the parliamentary cycle, the activity information reflects a very busy year for the department, dominated by parliamentary sittings and committee work.

Commentary

Following a 2017 audit of the department’s performance measures, the department developed a more refined performance framework, with a revised purpose statement and more rigorous processes to collect performance information. The revised purpose statement and performance measures are presented in summary in the department’s 2017–18 Portfolio Budget Statements, and in more detail in the department’s 2017–18 corporate plan.

The department is committed to considering its performance from the perspective of its key client groups. The revised purpose statement indicates that the department’s support for the House of Representatives as a representative and legislative body is primarily delivered through the provision of advice and services. As recipients of the advice and services, members are the department’s principal clients. Quantitative and qualitative data gathered from members via the members’ survey and via interviews with the selected cohort of members provides crucial performance information. However, it is important to note that only 20 of the 145 members responded to the survey, a response rate of 14 per cent, and that the respondents were self-selected rather than randomly selected. This highlights the continuing importance of the face-to-face interviews with members, and feedback provided by the Speaker’s Office.

For the first time the revised purpose statement also captures other aspects of the department’s role, including its role in facilitating community engagement with the work of the House, and supporting activities to enhance engagement with other parliaments in Australia and overseas. As noted, improved performance measures and more rigorous data collection processes have been implemented to assess the department’s performance for these activities.

Results and analysis

Activity 1: Chamber and Federation Chamber

Performance criterion

Target

Level of satisfaction among surveyed members with the quality and timeliness of chamber support, procedural, statistical
publications, analysis and advisory services

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 13; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

One hundred per cent of members who responded to the members’ survey indicated satisfaction.

Feedback from interviewed members was largely consistent with the survey results. The majority of interviewed members reported a high degree of satisfaction with the quality and timeliness of chamber support.

With respect to procedural and other publications, interviewed members indicated a high level of appreciation for the quality and availability of the department’s procedural and statistical publications. While some indicated that they did not use the publications frequently, all interviewed members had an awareness of the breadth of material available.

Performance criterion

Chamber support service standards met for sittings of the House and meetings of the Federation Chamber and processing of bills, votes, messages, and other chamber documents with a high degree of accuracy and within timeframes

Target

100 per cent

Criterion source

2017–18 corporate plan, page 13; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

Chamber support service standards were met, with no significant errors identified by the data source, being the internal chamber support standards. Processing of proposed legislation and other business was completed within agreed timeframes and no significant errors were identified.

Activity measures (no targets set)

Source

2017–18 corporate plan, page 13

2014–15

2015–16

2016–17a

2017–18

Number of sittings of the House

77

60

64

60

Number of meetings of the Federation Chamber

57

41

59

59

Number of bills introduced

203

162

248

222

a. Election year.

Analysis: Chamber and Federation Chamber

The 2017–18 corporate plan details the performance measures for Chamber and Federation Chamber support, and sets the target of 90 per cent of members satisfied with the quality and timeliness of chamber support, procedural, statistical publications, analysis and advisory services. Results from the members’ survey indicate that the target was achieved.

At interview, feedback from members was also very positive in relation to the quality and timeliness of chamber support. A number of members expressed interest in attending advanced training to better understand their work in the Chamber and Federation Chamber. In addition to the induction available to members when they are newly elected to the House, the department provides opportunities for members and their staff to learn more about various aspects of the work of the House through regular ‘House briefings’ that are offered during sitting weeks. The department is currently investigating ways to enhance the opportunities already available to members and their staff, with a focus on diversifying the content and format of training resources, and making use of technology to offer learning opportunities online.

A target of 100 per cent was set for chamber support service standards which include providing support for sittings of the House and Federation Chamber, and the timely processing of chamber documents with a high degree of accuracy. The department achieved this target. The Table Office will continue its close attention to detail to ensure the ongoing accuracy of its work in support of the Chamber and Federation Chamber. Following feedback in the members’ interviews, one area that will be considered is possible changes to the procedural scripts which assist members in their chamber work, particularly members who are chairing proceedings.

The interviews also highlighted an interest among members of the Speaker’s panel to convene more frequently and less formally, and to use such meetings to receive more informal training. The department will further consider support opportunities in consultation with the Speaker.

Activity 2: Community awareness

Performance criterion

Target

Community is aware of, and engages with, published information about legislative and other parliamentary processes

Interaction with the work of the House increasing over time
(per cent change on prior year)

Criterion source

2017–18 corporate plan, page 14; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

Using subscription data and publication circulation data as the data sources, the number of engagements on the department’s social media platforms were found to have increased as follows:

  • Facebook: 6,472 followers (increase of 11 per cent)
  • Twitter: 42,810 followers (increase of 6 per cent)
  • About the House newsletter: 1,840 subscribers (increase of 71 per cent)
  • YouTube: 4,736 subscribers (increase of 30 per cent)

Posts to the department’s Twitter page received a total of 3,264,848 impressions, and videos published by the department were viewed approximately 232,700 times.

Performance criterion

Clients are satisfied with seminars

Target

90 per cent of seminar participants are satisfied

Criterion source

2017–18 corporate plan, page 14; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

Using the seminar feedback forms as the data source, seminar satisfaction rates have continued to exceed targets with 94 per cent of participants satisfied with seminars and 93 per cent of those surveyed meeting their objectives in attending seminars.

Activity measure (no target set)

Source

2017–18 corporate plan, page 14

2014–15

2015–16

2016–17a

2017–18

Community contacts with the department’s publications

no data available

no data available

no data available

@AbouttheHouse Twitter account received over 3.2 million impressions.

Website hits: 331,870b

Number of seminar programs conducted

7

8

9

10

a. Election year.

b. Website hits defined as unique page views on the Chamber Documents page (including subpages) and the Powers, Practice and Procedure page (including subpages, with access to formal procedural publications including House of Representatives Practice, Guide to Procedures, standing orders, and infosheets, as well as Live Minutes providing draft minutes of House and Federation Chamber proceedings in real time).

Analysis: Community awareness

Ensuring that the wider community has access to information on the work of the House and its committees is an important activity for the department. The department’s 2017–18 corporate plan included revised performance measures for community awareness, focusing on engagement through social media and other forms of communication, and on satisfaction with seminars offered by the department.

Contacts with the department’s publications can vary depending on public interest in the parliament in a given period. This reporting period has seen steady growth across all of the Department’s community outreach products with increased subscriptions across all digital platforms, a highlight being the 71 per cent increase in subscriptions to the About the House newsletter.

Data also indicates an increased demand for seminars offered by the department, and high levels of satisfaction from seminar participants. It is anticipated that the first six months of 2018–19 will see a large jump in seminar numbers due to paid promotional activity conducted at the end of the reporting period.

Activity 3: Committee support

Performance criterion

Target

Level of satisfaction among surveyed committee members with the thoroughness, accuracy and timeliness of advice, standard
of committee reports and other committee support services provided

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 15; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

One hundred per cent of members who responded to the members’ survey indicated satisfaction.

Feedback from members interviewed for the data source members’ survey indicated a very high level of satisfaction with the work of the staff of the committee secretariats, and found the level of support provided by those staff to be excellent. While the majority of members interviewed indicated a high degree of satisfaction with secretariat services, concern was raised by a small number regarding the provision of advice.

Activity measures (no targets set)

Level of satisfaction among surveyed committee members with the standard of committee reports

Target

90 per cent satisfied

Source

2017–18 corporate plan, page 15

2014–15

2015–16

2016–17a

2017–18

Number of committee meetingsb

574

555

541

693

Hours of meetingsb

1,018

912

845

1,285

Number of committee reportsb

70

72

46

73

a. Election year.

b. Excludes internal committees.

Analysis: Committee support

Results of the members’ survey indicate that members are satisfied with the support provided by the department in relation to the activities of committees administered by the department. Performance targets for thoroughness, accuracy and timeliness of advice as well as the standard of committee reports and other committee support services were all met during the reporting period.

Members’ comments about their experiences with committees continue to be positive, and focus on the preparation of draft reports, positive experiences of committee procedures, and the high level of support received. The members’ interviews also revealed concern by several members that some committees might not be as well-resourced as they could be.

Some members suggested that the committee system as a whole could be reviewed, noting some duplication of subject matter in both House and Senate inquiries. A few members also commented that the number of committees that each member serves on has left them feeling over-committed. These issues are being considered in the context of the committee structure for future parliaments; however, these are matters ultimately for members to resolve.

The enthusiasm for further training that was expressed in relation to chamber procedure was repeated in relation to committee practice, with some members suggesting additional training for committee chairs and deputy chairs. The department is reviewing the advisory services available, with a view to ensuring continuous training opportunities for chairs and deputy chairs throughout the life of a parliament.

Activity 4: Inter-parliamentary relations and capacity-building

Performance criterion

Target

Level of satisfaction of Presiding Officers and delegates with arrangements for incoming and outgoing delegations

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 16; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

Using a survey tool as the data source, 100 per cent of respondents to the online survey of delegates who participated in incoming and outgoing delegations were either very satisfied or satisfied with arrangements.

Positive feedback was received from the Presiding Officers and their staff on arrangements for incoming and outgoing delegations during the year, including for the Presiding Officers’ own travel.

Good verbal and written feedback was received for the support provided to incoming delegations. All incoming delegation respondents indicated a high degree of satisfaction with arrangements made.

For outgoing delegations, feedback indicated that members were satisfied with itinerary and program arrangements, and that visit objectives were achieved or partially achieved. Survey responses that raised some practical issues have been reflected in office procedures as appropriate. Delegation members also expressed satisfaction with the support provided by delegation secretaries and the relevant Australian Embassy and High Commission personnel.

Performance criterion

Level of satisfaction among parliaments with capacity-building activities

Target

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 16; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

All participants in capacity-building activities were surveyed for their feedback and 100 per cent of respondents were either very satisfied or satisfied with the training and support provided.

These activities included Inter-Parliamentary Study Programs conducted for Deputy Speakers of Pacific parliaments and for staff of other parliaments, the conclusion of a program of parliamentary support to the Legislative Assembly of Samoa, a forum conducted under a Pacific Women’s Parliamentary Partnerships project now concluded, attachments facilitated as part of a Fijian parliamentary support program, and study visit programs conducted for staff of the Indian, Kenyan and Philippines parliaments.

Activity measures (no targets set)

Source

2017–18 corporate plan, page 16

2014–15

2015–16

2016–17a

2017–18

Number of delegations managed

48

47

46

59

Number and nature of parliamentary capacity-building activities

44

29

19

24

  • Occasions equipment supplied to Pacific parliaments

7

7

1

3

  • Staff attachments and study visits

32

18

13

12

  • Conferences, seminars and workshops

5

4

5

9

a. Election year.

Analysis: Inter-parliamentary relations and capacity-building

All members who participated in hosted incoming and outgoing delegations indicated their satisfaction with the arrangements made. Nineteen responses were received from a total of 28 participants (68 per cent) in outgoing delegations undertaken from February 2018 when surveying commenced. Oral and written feedback from participants of incoming delegations and from diplomatic representatives involved in the 2017–18 official delegation program was positive, as was the feedback from the Presiding Officers.

Suggestions from delegates for improvements that could be made to arrangements for the parliament’s outgoing delegations included ensuring that voice-only phones provided to members work properly; ensuring that delegates’ online portal is operational; and visit program suggestions such as staggering early starts and late evenings while travelling and including cultural elements in programs. Office procedures were amended as appropriate and the Department of Parliamentary Services (DPS) was requested to assist with the phones matter.

The department is committed to assisting in the building of capacity of other parliaments in our region. The conclusion of a program of parliamentary support to the Legislative Assembly of Samoa, a forum conducted under a Pacific Women’s Parliamentary Partnerships (PWPP) project and attachments facilitated as part of a Fijian parliamentary support program as well as study visit programs conducted for the staff of the Indian, Kenyan and Philippines parliaments all demonstrate the department’s investment in this capacity-building work. Surveys of participants in all programs indicated a very high degree of satisfaction with the training and support provided.

Detailed evaluations were conducted at the conclusion of the externally funded Samoa and PWPP projects, and also after each Inter-Parliamentary Study Program, for which feedback from other stakeholders was also sought. Improvements to the conduct of successive study programs have included scheduling more co-presented sessions with officers of the Department of the Senate to enhance program outcomes, and clearer advice to participants about insurance arrangements.

Activity 5: Members’ and corporate support

Performance criterion

Target

Level of satisfaction of the Speaker with the overall quality of support services provided, including accommodation, office support, transport coordination, salary processing and other members’ support services

Very satisfied

Criterion source

2017–18 corporate plan, page 17; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

The data source is direct feedback from the Speaker and the Speaker’s chief of staff on the overall quality of non-chamber support services provided to the Speaker, the Speaker’s Office and other members.

The Speaker’s Office indicated that it was overall very satisfied with the support services provided by the department to the Speaker, the Speaker’s Office and the members collectively.

Feedback from the Speaker’s Office was that informal and formal advice from the Serjeant-at-Arms’ Office is timely and of good quality, and indicated satisfaction with the services provided. The Speaker had not received any complaints from members with respect to this.

The Speaker’s Office was very supporting of the work of the Chamber Research Office and the International and Parliamentary Relations Office.

The Speaker’s Office also confirmed that the support provided to the Speaker as chair of both the Appropriations and Administration Committee and the Selection Committee was appropriate.

Performance criterion

Level of satisfaction among members with the overall quality of support services provided, including accommodation, office support, transport coordination, salary processing and other members’ support services

Target

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 17; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target met.

The relevant data source is the members’ survey. An average of 95 per cent of respondents to the members’ survey indicated satisfaction with accommodation services and office support, salary processing and transport coordination. In responding to the survey, a few members raised issues with office support services that are the responsibility of other entities. Several members commented on below-standard cleaning services for their suites. These services are provided by DPS. Another member commented on lengthy delays in processing entitlement forms. Depending on the type of payment, processing of entitlements is the responsibility of either the Department of Finance or the Independent Parliamentary Expenses Authority.

Feedback from interviewed members was consistent with the survey results, with the majority of members interviewed expressing satisfaction with their office accommodation and office support services. Suggestions for improvement included a request for access to a wider range of stationery items and comments related to improved cleaning services for members’ offices. The department will continue to liaise with DPS to ensure service levels for members’ offices are met, and work with members so that there is a good understanding of who is responsible for various aspects of service delivery to members. General stationery for members’ use in Parliament House is limited by the whole-of-government contract. The Stationery Store stocks only items in high demand, however other allowable items can be provided upon request. This will be communicated more clearly to members.

Results from the members’ survey outlined a high level of satisfaction with the quality of the corporate advice and services provided by the department, particularly in relation to the COMCAR service and accommodation services.

Interviewed members reflected this level of satisfaction, with members highlighting the efficiency and cost-effectiveness of the shuttle COMCAR arrangement.

Performance criterion

Level of satisfaction among staff with the quality of corporate advice and services provided by the department

Target

90 per cent satisfied

Criterion source

2017–18 corporate plan, page 17; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target not met.

The relevant data source is the staff survey. The survey asked a number of questions of staff, providing five response options: strongly agree, agree, sometimes agree/disagree, disagree, and strongly disagree.

When the question was put to staff ‘I am satisfied with the quality of corporate advice and service provided by the department’, 72 per cent of staff either agreed or strongly agreed. Overall it is noted that only 6 per cent of staff disagree or strongly disagree with the statement. The 22 per cent of respondents who ‘sometimes agree/disagree’ complicate the assessment and make it difficult to confirm whether the target satisfaction rate of 90 per cent has been reached.

Activity measures (no targets set)

Source

2017–18 corporate plan, page 18

2014–15

2015–16

2016–17a

2017–18

Number of Parliament House accommodation and office support services

331

361

617

7181

Number of transport coordination services provided to members

15,995

13,129

14,892

13,086

a. Election year.

1. Before 2017–18 this figure was for accommodation services only. From 2017–18 it also includes office support.

Analysis: Members’ and corporate support

The results of the members’ survey show that, on average, the target of member satisfaction with the overall quality of support services provided, including accommodation, office support, transport coordination, salary processing and other members’ support services, was met; however, the survey indicates that 11 per cent of respondents were not satisfied with accommodation support. As with previous years, to some extent, the result recorded for accommodation and office services reflects members’ dissatisfaction with a number of services that are not the department’s responsibility (for example, office cleaning services and ICT services). While the department has communicated these concerns to DPS, this department continues to work closely with members to assist them to have any matters promptly resolved.

The assistance of corporate support to departmental officers was reviewed in the annual staff survey. The department processes salaries and allowances for members and departmental staff. The survey showed that 85 per cent of departmental staff were satisfied with pay and conditions, 83 per cent were satisfied with the consistency of the management of those conditions, and 84 per cent were satisfied with the working environment. While these are strong results, they fall short of the 90 per cent target set in relation to the level of satisfaction among staff with the quality of corporate advice and services provided by the department. However, as outlined above, a complicating factor with these results is the option to answer ‘sometimes agree/disagree’ when a staff member is asked whether they support a proposition, such as ‘I work in a safe workplace’. In response to this proposition, 93 per cent of respondents agreed; however, only 1 per cent of staff disagreed with the proposition. The 7 per cent of respondents who ‘sometimes agree/disagree’ complicate the assessment of the survey when the department is seeking to establish whether the 90 per cent satisfaction threshold has been met. The question will be reworded in the 2018–19 survey to ensure clarity.

The level of satisfaction by the Speaker and his chief of staff with the overall quality of non-chamber support services provided—including accommodation, office support, transport coordination, salary processing and other members’ support services—met the target of ‘very satisfied’.

Activity 6: Schools hospitality

Performance criterion

Target 2017–18

Percentage of visiting school groups provided hospitality in accordance with booking

100 per cent

Criterion source

2017–18 corporate plan, page 19; 2017–18 portfolio budget statements, page 18

Result against performance criterion

Target not met.

The data source is exception reporting from DPS and school groups. A total of 119,088 students toured Parliament House during the reporting period. Of those students, 89,259 participated in a Parliamentary Education Office program and 96,979 requested and received hospitality. In 2017–18, there was one report of where hospitality was not provided to a school group that had requested it.

Activity measures (no targets set)

Source

2017–18 corporate plan, page 19

2014–15

2015–16

2016–17a

2017–18

Number of visiting school students booked

120,216

115,774

117,654

119,088

a. Election year.

Analysis: Schools hospitality

The delivery of hospitality to schools at their request is a combined effort between the parliamentary departments. The department provides a booking service for school groups, and liaises with the Department of the Senate (which hosts the Parliamentary Education Office) and with DPS (which provides a guide service and hospitality for students in school groups where hospitality has been requested). Data about hospitality provision relies on exception reporting from DPS or school groups. There was a single instance of exception reporting during the reporting period where a school contacted the department to indicate that it did not receive hospitality as requested. The department has liaised with DPS in relation to this incident.

Summary

The department is committed to the delivery of high standards of service to the House of Representatives, parliamentary committees and members; to the wider parliament; and to the public. This includes working closely with other agencies that provide services to members to ensure that the services are provided as seamlessly as possible.

Overwhelmingly the department has met the targets outlined in its corporate plan. There are two targets that the department did not assess itself as meeting. The department has reported that the wording of a question in the staff survey makes it difficult to confirm a 90 per cent satisfaction rating, and is undertaking a review of the style of questioning with a view to removing the current uncertainty. The department did not meet its 100 per cent target in relation to catering to school children, and will continue to work with DPS to ensure that all requests for catering to schools are met. However, the department is pleased that these two items are the exception and considers the investment it has made in people and processes is reflected in the results outlined in this annual performance statement.

Particular strategic priorities for the department include developing and maintaining a capable and experienced workforce to ensure the department has sufficient and sustainable capability and capacity to undertake the range of activities required to achieve its purpose. An additional priority involves identifying ways to improve information management and processes, using a risk-based approach to identify and prioritise information management projects and initiatives.

The department acknowledges that a 14 per cent participation rate in the members’ survey limits the quantitative basis on which to measure some aspects of the department’s performance. In order to take steps to mitigate this shortfall in quantitative analysis, the department supplements the survey with members’ interviews to ensure a greater depth of assessment of performance is gathered. The department will continue to consider other methods that may be utilised when assessing performance, with a particular focus on ensuring its performance measures are specific, measurable, attainable, relevant and time-bound.