C26/1997 INCOME SUPPORT QUALITY ASSURANCE PROGRAM IMPLEMENTATION OF STAGE ONE - DATA INTEGRITY BUSINESS PROTOCOL

DATE OF ISSUE:  14 APRIL 1997

INCOME SUPPORT QUALITY ASSURANCE PROGRAM IMPLEMENTATION OF STAGE ONE - DATA INTEGRITY BUSINESS PROTOCOL

Purpose

The purpose of this Departmental Instruction is to formalise the implementation of Stage One of the Income Support Quality Assurance (QA) Program and to define the roles and responsibilities of Income Support Staff in undertaking their QA activities as defined in the Stage One - Data Integrity Protocol.

Background

2.In March 1996, a group of Income Support Managers met to discuss QA and set foundations for developing and implementing a National QA Program in Income Support.  The QA Program is an initiative of the Breakthrough Project.  Quality management and service are an important part of the Breakthrough philosophy and of the Single Officer Processing (SOP) concept.  The Breakthrough Project Team initiated the development of a nationally consistent approach to QA and monitoring activities to ensure that Income Support delivers a high quality service to our service pensioners.

3.The Income Support QA Business Protocols addressing Data Integrity and Fraud Control were initially designed as part of the National QA Program and were developed to operate under the Single Officer Processing (SOP) environment.  As the SOP concept will not be phased in immediately, agreement and commitment to a staged approach to implementation of the QA Program was sought and given by all State Offices.

Implementation of the QA Program

4.The QA Program is to be implemented in two stages.  Stage One of the QA program has already commenced and involved the introduction of a modified Data Integrity Protocol, addressing QA activities in relation to the current two officer processing and Responsibility Based Processing (RBP) environment.

5.Stage Two of the QA Program will involve the introduction of the full QA Business Protocols addressing Data Integrity, Decision Analysis and Fraud Control to operate within the SOP environment.

Stage One - Data Integrity Business Protocol

6.The Stage One, Data Integrity Business Protocol has been forwarded to all State Offices and provides them with the procedural guidelines which identifies the criteria for objectively measuring activities by performing quality checks on the accuracy of inputting data onto the system from the veteran's file.  The correctness of the decision is also recognised as an important by-product of the data integrity process.  The Protocol specifies the Performance Benchmarks and Performance Standards against which State Offices can effectively measure their Data Integrity and Decision Integrity performance.

Role of the National Quality Assurance Co-ordinator

7.The National Quality Assurance Co-ordination (NQAC) role will be a function of a designated position or team in the Business Delivery Section in Income Support Branch.  The focus of this role will be on promoting the use of the information produced on a national basis rather than merely collecting and filing reports.

8.The NQAC is required to undertake the following activities:

·monitor the performance of the QA program in State Offices;

·receive and analyse Business ProtocolQA  reports from State Offices;

·identify issues from State Offices that will apply to or interest other SOs and communicate these issues;

·identify and assist in the implementation of best practice initiatives;

·liaise with relevant IT groups to seek improved IT support for QA activities;

·advise the Branch Head (Income Support) on QA issues;

·liaise with and advise other projects on QA, best practice and client service improvement issues;

·review IS workflow and productivity and report to NO and SO management on the performance against national standards and highlight key issues;

·co-ordinate training for SO QAOs in quality service and standards and related subjects;

·identify areas requiring corrective training and provide assistance and advice on policy and procedural training issues;

·analyse reports and provide feedback on the results of the QA checks to management in both National and State Offices; and

·prepare and distribute National Bulletins on QA issues to State Offices.

9.It should be noted that the NQAC will be using the data received to provide an overview of each State's performance, and will not necessarily identify problems with individuals or particular categories of cases.  Addressing such problems should be a local management responsibility in each State.

Role of the State Office Quality Assurance Co-ordinator

10.It is envisaged that there will be one or more Quality Assurance Officers (QAO's) in each State Office.  The position should assume a positive role in promoting high quality and excellence in client service in the relevant State Office.

11.The QAO is required to perform the following functions:

·administer the National QQA Program Business Protocols in the SO by identifying samples, conducting checks, analysing and recording results and preparing reports;

·undertake local initiatives and projects in QA and veteran service delivery;

·prepare procedural guidelines and provide feedback and training to examiners on quality service and best practice issues;

·inform and educate staff on QA matters and their implications at the State and National level;

·provide input into training needs;

·report to both State and National Office management on QA matters;

·contribute to National Bulletins on QA issues; and

·encourage SO staff participation in and contribute to the continual enhancement of the QA Program.

12.As an integral part of this role, QAO's and local management should be able to identify problems with individuals or particular categories of cases and consequently develop strategies to overcome such problems.  Liaison with other States may be useful in this case to share experiences and information on how to overcome problems.

NO and SO Reporting Requirements

13.QAO's should report on a monthly basis to both their local management and the NQAC regarding results obtained from completing QA checking procedures.  Reporting and recording of results should be prepared in line with the instructions and format as provided in Attachment D - Monthly Report to the National Quality Assurance Co-ordinator of the protocol.

14.The NQAC will prepare a national report for distribution to senior management in both National and State Offices.  The NQAC will also analyse reports and provide feedback on the results.

Quality Assurance Program - 1997 Timetable of Events

15.The provision of results of the SO's QA checks, in a timely manner is an important component of the Program.  A timetable of events has been prepared listing various dates to help keep our QA activities on track.  Income Support staff should make every attempt to meet the time frames as identified in the timetable.  Where a time frame is unable to be met - the State QA Co-ordinator should advise the NQAC of the cause for the delay.  A copy of the QA Program - 1997 Timetable of Events is at Attachment A of this Departmental Instruction.

16.Please contact Peter Read on phone: (06) 289 6426, LAN ID: C-C-BD-02 or Pat Webb on phone: (06) 289 6444, LAN ID: C-C-BD-06 if you should require any further information regarding the National QA Program.

MURRAY HARRISON

BRANCH HEAD

INCOME SUPPORT

April 1997

ATTACHMENT A

QUALITY ASSURANCE PROGRAM

1997 TIMETABLE OF EVENTS

DATE EVENT ACTION OFFICERS

  1 January 1997 (Wednesday)  ·Commencement of Stage One QA activities as part of the National QA Program.  NSW, VIC, WA & TAS State Offices

  1 February 1997    13 & 14 February 1997 (Thurs & Fri)  18 February 1997 (Tuesday)   28 February 1997 (Friday)    ·Commencement of Stage One QA activities as part of the National QA Program.  ·              QA Workshop   ·              SAS Report identifying January 1997 Data Integrity (DI) Cases for QA checking printed in SO's.  ·              Results of SO QA check of January cases to NO.                QLD & SA State Offices.    NO and SO representatives in attendance.  All State Offices.    NSW, VIC, WA & TAS State Offices.

  3 March 1997 (Monday)   21 March 1997 (Friday)   21 March 1997 (Friday)  ·SAS Report identifying February 1997 DI cases for QA checking printed in SO's.  ·              NO report National analysis & results of January QA checks to SO's.  ·              Results of SO QA check of Feb cases to NO.                All States.    NO QA Team   All States

DATE EVENT ACTION OFFICERS

1 April 1997 (Tuesday)    11 April 1997 (Friday)   25 April 1997 (Friday)   April 1997   ·SAS Report identifying March 1997 DI cases for QA checking printed in SO's.               ·              NO report National analysis & results of February QA checks to SO's.               ·              Results of SO QA check of March Cases to NO               ·              NO to prepare Quarterly Report detailing results of QA Program for first quarter of 1997 (Jan - Mar) - including NO Report to SO on analysis & results of March QA Check.              All States    NO QA Team   All States   NO QA Team

  1 May 1997 (Thursday)   May 1997  23 May 1997 (Friday)   30 May 1997 (Friday)  ·SAS Report - April 1997 DI Case Reports to SO's..               ·              SPOC Trials commence in NSW SO  ·              Results of SO QA check of April cases to NO.  ·              NO Report to SO on analysis & results of April QA Check.                All States   NSW SO  All States   NO QA Team

  2 June 1997 (Monday)   20 June 1997 (Friday)  ·SAS Report - May 1997 DI Case Reports to SO's.    ·Results of SO QA check of May cases to NO.                All States   All States

DATE EVENT ACTION OFFICERS

1 July 1997 (Tuesday)   25 July 1997 (Friday)   July 1997 ·SAS Report - June 1997 DI Case Reports to SO's.  ·Results of SO QA Check of June cases to NO.               ·              NO to prepare Quarterly Report detailing results of QA Program for 2nd  quarter of 1997 (Apr - Jun) - including NO Report to SO on analysis & results of June QA Check.              All States   All States   NO QA Team

  1 August 1997 (Friday)   22 August 1997 (Friday)  29 August 1997 (Friday)   ·SAS Report - July 1997 DI Case Reports to SO's.  ·              Results of SO QA Check of July cases to NO.               ·              NO Report to SO on analysis & results of July QA Check                All States   All States   NO QA Team

  1 September 1997 (Monday)  19 September 1997 (Friday)  30 September 1997 (Tuesday)  ·SAS Report - August 1997 DI Case Reports to SO's.               ·              Results of SO QA Check of August cases to NO.               ·              NO Report to SO on analysis & results of August QA Check                 All States   All States   NO QA Team

  1 October 1997 (Wednesday)  24 October 1997 (Friday)  October 1997   ·SAS Report - September 1997 DI Case Reports to SO's.  ·              Results of SO QA Check of September cases to NO.  ·              NO to prepare Quarterly Report detailing results of QA Program for 3rd quarter of 1997 (Jul - Sept) - including NO Report to SO on analysis & results of September QA Check.                All States   All States   NO QA Team

DATE EVENT ACTION OFFICERS

  3 November 1997 (Monday)  21 November 1997 (Friday)  28 November 1997   ·SAS Report - October 1997 DI Case Reports to SO's  ·              Results of SO QA Check of October cases to NO.               ·              NO Report to SO on analysis & results of October QA Check                All States   All States   NO QA Team

  1 December 1997 (Monday)  19 December 1997 (Friday)  31 December 1997 (Wednesday)  ·SAS Report - November 1997 DI Case Reports to SO's  ·              Results of SO QA Check of November cases to NO.               ·              NO Report to SO on analysis & results of November QA Check                All States   All States   NO QA Team

  2 January 1998 (Friday)  23 January 1998   January 1998  ·SAS Report -December 1997 DI Case Reports to SO's.  ·              Results of SO QA Check of December cases to NO.  ·              NO to prepare Quarterly Report detailing results of QA Program for 4th quarter of 1997 (Oct - Dec) - including NO Report to SO on analysis & results of December QA Check.                All States   All States   NO QA Team