Introductory statement

I, as the accountable authority of the Department of the House of Representatives, present the department’s 2019–20 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.

Claressa Surtees, Clerk of the House

Purpose

The department’s purpose, as set out in its Corporate Plan 2019–20, is:

• 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.

Data sources

The results and analysis presented in this annual performance statement are based on data from several sources. These include an annual survey of members of the House of Representatives, analytics relating to departmental social media and publications, evaluations from external stakeholders, an annual survey of departmental staff, and internal records and reporting.

Due to uncertainty around parliamentary sitting dates and the need to minimise face-to-face meetings due to the COVID-19 pandemic, the department opted not to proceed with in-person interviews with members this year.

Members' survey

In June 2020 all members were invited to complete an online questionnaire, intended to gauge their views on, and satisfaction with, the services provided by the department. 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 standard of report drafting for parliamentary committees
• support for participation in official international delegations
• support for their House of Representatives office accommodation
• support for their salary payments
• support for transport coordination in Canberra during sitting weeks.

Members were also able to provide comments in response to each question. At the end of the survey, members were invited to comment on the effect of COVID-19 on services available to members, and on any aspect of the services provided by the department.

Twenty-eight members completed the questionnaire. This represents a response rate of
19 per cent of the 150 available members.

Staff survey

The departmental staff survey for 2019–20 was available online from 15 May to 12 June 2020. 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. The results of the survey will be used to identify specific actions or improvements that can be made across the department.

A total of 124 staff responded to the survey, a participation rate of 71 per cent.

Other data sources

In addition to the members’ survey, 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 parliamentary delegations, beneficiaries of the department’s inter-parliamentary capacity-building activities and participants in the department’s seminar programs. A further data source is analytics relating to contact with the department’s social media and publications. Internal chamber support service standards, internal records and exception reporting are also drawn on for reporting on the department’s performance.

Activity information

The department monitors its work output by collecting information on specific activities throughout the year. No targets are set for outputs, as most are dependent on factors outside the direct control of the department, particularly the parliamentary cycle.

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.

This year’s activity was interrupted by the COVID-19 pandemic. Sittings of the House, meetings of the Federation Chamber, and legislative and committee activity all decreased during the latter part of the year. The activity information is therefore atypical of the first year of the parliamentary cycle, which usually sees a steady increase throughout the year.

The parliament and the department responded well to the challenge presented by COVID-19, and activity levels increased towards expected levels in June 2020.

Commentary

The department’s performance framework continues to mature. The department’s revised purpose statement and performance measures are presented in summary in the department’s Portfolio Budget Statements 2019–20, and in more detail in the department’s Corporate Plan 2019–20.

The department is committed to considering its performance from the perspective of its key client groups. The department’s 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 provides crucial performance information. This year the data is supplemented by feedback provided by the Speaker’s Office.

The feedback on performance normally gathered via interviews with a cohort of members is also important to assess the department’s performance. The department is committed to reinstating formal interviews in the next reporting period.

Performance measures and targets

Criterion 1

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

Target: 90 per cent satisfied.

Source: Corporate Plan 2019–20, page 14; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

All respondents to the members’ survey (100 per cent) indicated satisfaction with the quality and timeliness of chamber procedural support and advisory services, and all respondents indicated satisfaction with the quality and availability of procedural and statistical publications, and the support available to obtain these. Comments made about procedural support included, ‘excellent at all times’ and ‘Chamber services are always very good’.

Criterion 2

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.

Source: Corporate Plan 2019–20, page 14; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

Chamber support service standards were met. Processing of proposed legislation and other business was completed within agreed timeframes and no significant errors were identified.

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 14; Portfolio Budget Statements 2019–20, page 16.

Analysis

The Corporate Plan 2019–20 details the performance measures for the House of Representatives 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 and statistical publications, analysis and advisory services. Results from the members’ survey and feedback from the Speaker indicate that the target was achieved.

All members surveyed were satisfied with the quality and timeliness of chamber support, procedural and statistical publications, analysis and advisory services, exceeding the 90 per cent target. During the reporting period, the department continued to invest heavily in procedural training and development opportunities for staff. This investment in procedural advice and capability will help ensure the department continues to be able to deliver high levels of service to support the functioning of the Chamber and Federation Chamber.

During the reporting period, all chamber support service standards were met for sittings of the House and meetings of the Federation Chamber. Despite the disruption to scheduled meetings of the House of Representatives caused by COVID-19, the number of sittings of the House, meetings of the Federation Chamber and bills introduced in the period was greater than in 2018–19 (an election year) and similar to 2017–18. This is significant given the level of uncertainty and unfamiliarity surrounding sittings of the House from March 2020. Each sitting period during the COVID-19 pandemic presented new and evolving challenges, including the need for unique logistical arrangements and procedural advice.

In recent years, the number of Federation Chamber meetings as a proportion of the number of House sittings has been relatively high, and this has continued during the current reporting period. In 2019–20, the Federation Chamber met for 55 more hours than it did in the previous year (an increase of 42 per cent).

While the uncertainty imposed by the COVID-19 pandemic will continue into next year, the department will continue to adapt to the changing circumstances and provide high-quality services and advice to meet the needs of the Speaker and members.

Performance measures and targets

Criterion 1

Level of satisfaction among surveyed committee members with the standard of support provided and committee reports.

Target: 90 per cent satisfied.

Source: Corporate Plan 2019–20, page 15; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

All but one response to these questions in the members’ survey (95 per cent of responders) indicated satisfaction with the quality and timeliness of advice and services to their committees, and with the standard of report drafting for their committees. Most comments made by members reinforced their satisfaction with the quality of committee-related support, including ‘Very professional — excellent advice and service consistently’ and ‘Very satisfied in this regard’. One respondent noted the performance of a particular secretariat was ‘adequate’ and that their research and papers were ‘not satisfactory’.

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 15.

Analysis

Feedback gathered through the members’ survey indicates that members continue to be highly satisfied with committee support services, including advice and report drafting, despite the challenges brought about by the bushfires and COVID-19 pandemic. The department prides itself on providing high-quality services to the House and joint committees supported by it, and committee support staff quickly transitioned to remote working arrangements, including the use of videoconferencing and teleconferencing platforms, to ensure the important work of committees could continue wherever possible.

The department continues to provide training and development opportunities to committee support staff, which will help to ensure that parliamentary committees continue to be well served by secretariats staffed by the department.

The department is reviewing the feedback received from one member indicating dissatisfaction with a particular committee secretariat, and continually monitors the level of service and advice provided to committees.

While activity information shows a slight increase in the number of committee meetings compared to 2018–19 (an election year), the decline in activity otherwise is attributable to the COVID-19 pandemic and the resulting restrictions on travel, which significantly impacted the work of committees.

Performance measures and targets

Criterion 1

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

Target: 90 per cent satisfied.

Source: Corporate Plan 2019–20, page 16; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

Positive feedback was received from the Presiding Officers and their staff on the department’s support for inter-parliamentary relations and capacity-building during the year, including for the Presiding Officers’ own travel. The department’s high level of support for the 28th Asia-Pacific Parliamentary Forum (APPF28), hosted at Parliament House in January 2020, was emphasised by both offices.

The department’s response to the effect of the COVID-19 pandemic on the international work of the parliament also received positive feedback from the Presiding Officers and their staff.
Delegates’ satisfaction with arrangements for delegations is gauged through an online survey available to all members of incoming and outgoing delegations supported by the International and Parliamentary Relations Office. While the delegation program was suspended in 2020 due to the COVID-19 pandemic, survey results from earlier in the reporting period indicate that 100 per cent of respondents were either very satisfied or satisfied with the arrangements made by the International and Parliamentary Relations Office.

Similarly, all responses (100 per cent) to the question on official outgoing parliamentary delegations in the members’ survey indicated members were satisfied with the level of support provided.

Criterion 2

Level of satisfaction among participants with capacity-building activities.

Target: 90 per cent satisfied.

Source: Corporate Plan 2019–20, page 16; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

Satisfaction levels for capacity-building activities supported by the Parliamentary Skills Centre are measured through an online survey of participants. Capacity-building programs were suspended early in 2020 due to the COVID-19 pandemic, and formal feedback is not available for much of the reporting period. However, responses received against activities that were supported during the year indicate that 100 per cent of respondents were very satisfied or satisfied with the training and support provided by the Parliamentary Skills Centre.

These activities included a visit by Myanmar parliamentarians as part of a political mentoring program run by the International Women’s Development Agency, a visit by staff of the Indian Lok Sabha, as well as a staff attachment to the parliament of Vanuatu. Study programs for visiting members and staff from Fiji, Malaysia and Samoa were also supported in the period.

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 16.

Analysis

The COVID-19 pandemic had a significant effect on the inter-parliamentary and capacity-building work of the parliament. The number of delegations managed declined significantly compared to previous years (32 delegations in 2019–20 compared to 56 in 2018–19 and 59 in 2017–18). The Forty-sixth Parliament was opened on 2 July 2019, and levels of parliamentary delegation travel peaked late in 2019. All delegation travel ceased in March 2020 and, as at 30 June 2020, the parliamentary delegation program remains suspended.

Parliamentary capacity-building activities also declined compared to previous years, for the same reason as parliamentary delegations. Fourteen activities were supported in 2019–20, compared to 28 in 2018–19 and 24 in 2017–18.

Despite the decline in activity, feedback from Presiding Officers and their staff, members of incoming and outgoing delegations, and participants in capacity-building activities all indicate that the department continues to perform strongly in supporting the parliament with its inter-parliamentary and capacity-building work.

The hosting of APPF28 in January 2020 was a significant undertaking for the department, supported by volunteers from across the parliamentary service. Hosting the forum reflected the Australian Parliament’s strong commitment to regional and international parliamentary cooperation and, despite the logistical and planning challenges presented by the 2019–20 bushfires, the conference was a success.

The department always welcomes feedback provided by members of incoming and outgoing delegations, and seeks to continually refine its processes in response to the changing needs of its clients. Following the cessation of many formal inter-parliamentary activities due to the COVID-19 pandemic the International and Parliamentary Relations Office and Parliamentary Skills Centre conducted extensive reviews of policies and procedures and are considering suggestions made by members, senators and other stakeholders.

Performance measures and targets

Criterion 1

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

Target: Interaction with the work of the House increasing over time (percentage change on prior year).

Source: Corporate Plan 2019–20, page 17; Portfolio Budget Statements 2019–20, page 16.

Result against the 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 was found to be as follows:

• Facebook: 7,999 followers (increase of 13 per cent)
• Twitter: 47,260 followers (increase of 5 per cent)
• About the House newsletter: 2,266 subscribers (increase of 8 per cent)
• YouTube: 8,588 subscribers (increase of 29 per cent)
• Posts to the department’s Twitter page received a total of over 5 million impressions (increase of about 9 per cent), and videos published by the department were viewed over 592,000 times (increase of 196 per cent).

Criterion 2

Clients are satisfied with seminars.

Target: 90 per cent of seminar participants are satisfied.

Source: Corporate Plan 2019–20, page 17; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

No seminars were held in 2020 due to the COVID-19 pandemic. However, interest in the department’s seminar program remains strong and preparations were made during the period to resume the program in 2020–21. From July to December 2019, the department held 11 seminars, which is the same number held in all of 2018–19, and one more than 2017–18.

Seminars during the period were attended by a total of 306 participants (down from 356 in 2018−19). Surveys were distributed to all attendees, with 120 responses received (a response rate of 39 per cent). Surveys gauged participants’ satisfaction with five aspects of seminars: seminar content, level of detail, presenter, audio-visual information and handouts. Based on seminar feedback forms, over 96 per cent of responses indicated satisfaction (ratings of ‘good’, ‘very good’ or ‘excellent’) across the five areas assessed, and 97 per cent reported that the seminars met their objectives.

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 17.

Analysis

Ensuring that the wider community has access to information on the work of the House and committees is an important activity for the department.

Contacts with the department’s publications can vary depending on public interest in the parliament in a given period, as well as sittings-dependent output produced by the department in a given period. This reporting period has seen steady growth across most of the department’s community outreach products with increased subscriptions across all digital platforms.

The largest increase is in views of videos produced by the department, which increased by 196 per cent compared to 2018–19. The next largest increase is in website hits, which increased by 83 per cent. The Chamber Documents and the Powers, Practice and Procedure pages on the website continue to be popular, and one infosheet on the Australian system of government received over 100,000 views in the period. Despite COVID-19, data also indicates continuing strong demand for seminars offered by the department, and high levels of satisfaction from seminar participants.

The department will continue to refine its publications and products for members of the public, and use all available feedback processes to continually improve its offerings.

Performance measures and targets

Criterion 1

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.

Target: Very satisfied.

Source: Corporate Plan 2019–20, page 18; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

The data source is direct feedback from the Speaker’s Office 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 continued to be very satisfied with the support services provided by the department to the Speaker, the Speaker’s Office and members.

Criterion 2

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.

Source: Corporate Plan 2019–20, page 18; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

Of the respondents to the members’ survey, 100 per cent were satisfied with support and services for their Parliament House office accommodation, although one member noted in the comments that they were ‘semi-satisfied only’.

All but one response (95 per cent) indicated satisfaction with salary payment services. One comment was received against salary payment support, stating that ‘Guidance about which elements of salary are taxable and which are not was lacking in clarity early on, especially for a new MP.’

All respondents were satisfied with transport coordination support during sitting weeks in Canberra.

Criterion 3

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

Target: 90 per cent satisfied.

Source: Corporate Plan 2019–20, page 18; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target not met.

The relevant data source is the annual staff survey. Staff were asked to respond either ‘Yes’ or ‘No’ to the following statement: ‘Based on the last 12 months, I am satisfied with the quality of advice and services provided by the corporate areas of the department’. A total of 79 per cent of respondents to the survey answered ‘Yes’ to this question (a decrease from 92 per cent of respondents in 2018–19).

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 18.

Analysis

All performance targets in this area related to the delivery of services to members have been met. Feedback from the Speaker’s Office and results of the members’ survey indicate very high levels of satisfaction with support services provided by this activity area, including accommodation, office support, transport coordination, salary processing and other members’ support services.

Responses to the annual staff survey indicate that fewer departmental staff are satisfied with support and advice received from the corporate areas of the department than previously. While almost 80 per cent of staff indicated they are satisfied with the services and advice provided, the department will continue to improve its internal delivery of corporate services in 2020–21.

The department has forwarded feedback relating to the operations of the Department of Parliamentary Services (DPS), as the responsible agency, for its information and action. The department continues to work closely with members to assist them to have any matters promptly resolved.

As part of the members’ survey this year, members were invited to provide additional feedback on the department’s response to the COVID-19 pandemic. All comments received were highly positive of the department’s response to the pandemic and the level of services and support that was provided.

Performance measures and targets

Criterion 1

Timely and accurate provision of advice to the Department of Parliamentary Services about hospitality required by visiting school groups, in accordance with bookings.

Target: 100 per cent.

Source: Corporate Plan 2019–20, page 19; Portfolio Budget Statements 2019–20, page 16.

Result against the performance criterion: Target met.

The data source is the number of students booked, combined with exception reporting from DPS and school groups. A total of 86,315 students toured Parliament House during the reporting period. Of those students, 61,344 participated in a Parliamentary Education Office program and 64,155 requested and received hospitality. In 2019–20, there were no reports of hospitality not being provided to a school group that had requested it.

Activity information

Target: No target set.

Source: Corporate Plan 2019–20, page 19.

Analysis

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 administers the Parliamentary Education Office) and with DPS (which provides tours for school groups as well as hospitality where this has been requested). Data about hospitality provision relies on exception reporting from DPS or school groups. In 2019–20 there were no reports of schools not receiving the hospitality they had requested.

The reduction in the number of bookings made in the period reflects the impact of COVID-19, including the closure of Parliament House to the public. Over 77,000 student bookings occurred from July to December 2019, compared with only 8,611 in the first half of 2020. This low level of bookings in 2020 does not reflect the level of activity for the Serjeant-at-Arms’ Office in managing cancellations and re-bookings for schools following the closure of Parliament House.

Summary of performance against purpose

The department’s purpose is to support the House of Representatives, and the wider parliament, in its role as a representative and legislative body primarily by providing advice and services, and through engaging with the community and other parliaments.

The department is committed to the delivery of high standards of advice, service and support to the Speaker, members, parliamentary committees, other parliaments, and the public. Based on feedback from the Presiding Officers and members, as well as performance information from a range of data sources, the department has met the vast majority of the targets outlined in its corporate plan.

The only target not met relates to the provision of corporate services and advice to staff in the department. All targets related to services provided to the Speaker, members, parliamentary committees, other parliaments, and the broader community were exceeded. The department will continue to review its internal corporate services in the coming year.

Activity information for 2019–20 highlights the effect of the COVID-19 pandemic on the work of the House of Representatives and the department. The statistics do not adequately reveal the intensity of the work undertaken by departmental staff, particularly during times of significant uncertainty. Staff have responded well to changes in the operational environment, and have demonstrated professionalism and considerable flexibility in continuing to deliver support services of a high calibre.

Strategic priorities for the department in 2020–21 include leadership development at all levels, a continued focus on developing knowledge of parliamentary practice and procedure, implementing several significant information and communications technology (ICT) projects, and improving the delivery of online seminars, training and information sessions. This will help ensure the department has the capability and capacity to undertake the range of activities required to achieve its purpose into the future.

The department acknowledges that a 19 per cent participation rate in the members’ survey limits the qualitative basis on which to measure some aspects of the department’s performance, and regrets that members’ interviews were not able to be conducted this year. The department is committed to reinstating formal interviews in the next reporting period, and also expects an increased number of responses to the next members’ survey.

Overall, the department assesses itself as having fulfilled its purpose to support the House of Representatives, and the wider parliament, in the role of a representative and legislative body.