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Title page

Contents

Secretary's Overview 8

Letter of Transmittal 12

PART 1. Departmental overview 13

1.1. Our Department 14

ROLE AND FUNCTIONS 14

OUTCOME AND PROGRAMME STRUCTURE 15

ORGANISATIONAL STRUCTURE 16

1.2. Portfolio Structure 20

MINISTER 20

1.3. Our Partners 21

PARTNERSHIPS WITH AUSTRALIAN GOVERNMENT AGENCIES 21

PARTNERSHIPS WITH STATE AND TERRITORY GOVERNMENTS AND OTHER ORGANISATIONS 21

INTERNATIONAL PARTNERSHIPS 22

PART 2. Report on performance 23

2.1. Performance against Key Performance Indicators 24

OUTCOME AND PROGRAMME STRUCTURE 24

2.2. Services to the Community-Social Security and Welfare 28

FAMILIES 29

PEOPLE WITH DISABILITY AND CARERS 31

OLDER AUSTRALIANS 34

2.3. Services to the Community-Health 41

MEDICARE 41

PHARMACEUTICAL BENEFITS SCHEME 61

eHEALTH 64

HEALTH PROFESSIONAL EDUCATION SERVICES 66

2.4. Child Support 67

CHILD SUPPORT 67

2.5. Services for people needing other support 70

SUPERANNUATION PROGRAMMES 70

VULNERABLE PEOPLE 71

SOCIAL WORK SERVICES 73

RURAL SERVICES 76

INDIGENOUS PEOPLE 77

MONEY MANAGEMENT 81

ANCILLARY SERVICES AND SUPPORT 85

MULTICULTURAL SERVICES 87

EMERGENCY RESPONSES 91

CRS AUSTRALIA 98

PART 3. Management and accountability 99

3.1. Corporate Governance 100

GOVERNANCE COMMITTEE FRAMEWORK 100

CROSS-GOVERNMENT FORUMS 102

DEREGULATION AND RED TAPE REDUCTION 103

QUALITY MANAGEMENT 103

3.2. Accountability and Scrutiny 104

EXTERNAL 104

INTERNAL 106

SAFEGUARDING PRIVACY 108

COMPENSATING CUSTOMERS 109

RISK MANAGEMENT 110

3.3. Compliance and Business Integrity 111

SOCIAL SECURITY AND WELFARE PROGRAMME COMPLIANCE 111

REVIEWS OF SOCIAL WELFARE PAYMENT DECISIONS 113

DEBT MANAGEMENT 115

SERIOUS NON-COMPLIANCE 116

HEALTH PROGRAMME COMPLIANCE 117

PUBLIC TIP-OFFS 124

REFERRALS AND PROSECUTIONS 126

CHILD SUPPORT CUSTOMER COMPLIANCE 128

REVIEWS OF CHILD SUPPORT DECISIONS 130

3.4. Management of Human Resources 132

OUR PEOPLE 132

ACCESSIBLE AND INCLUSIVE WORKPLACES 139

LEARNING AND DEVELOPMENT 144

WORK HEALTH AND SAFETY AND INJURY MANAGEMENT 146

RECOGNISING EXCELLENCE 149

WORKPLACE GIVING 151

CHARITY FUNDRAISING 151

3.5. Engagement and Feedback 152

CUSTOMER SATISFACTION 152

CUSTOMER FEEDBACK 156

COMMUNITY ENGAGEMENT 158

RESEARCH 159

3.6. Assetss Management 160

PROPERTY 160

ASSETS 160

SECURITY 161

SHARED SERVICES 161

3.7. Purchasing 162

PROCUREMENT INITIATIVES TO SUPPORT SMALL BUSINESS 162

3.8. Consultancy Contracts 163

3.9. ANAO Access Clause 164

3.10. Exempt Contracts 164

3.11. Grants 164

3.12. Environmental Management 164

PART 4. Transforming services and technology 165

4.1. Service Delivery Transformation 166

DIGITAL AND ONLINE SERVICES 166

FACE-TO-FACE SERVICES 175

SMART CENTRES 176

4.2. Service Delivery Improvements 181

SERVICE DELIVERY OPERATING MODEL 181

A NEW CHILD SUPPORT SYSTEM 182

BUSINESS SYSTEMS 182

4.3. Information and Communication Technology 183

ICT SUPPORT FOR OTHER GOVERNMENT AGENCIES 184

PART 5. Financial overview and financial statements 185

5.1. Financial Overview 186

STATEMENT OF FINANCIAL PERFORMANCE 186

STATEMENT OF FINANCIAL POSITION 188

5.2. Financial Statements 190

PART 6. Appendices 259

APPENDIX A. HUMAN SERVICES (MEDICARE) ACT 1973 REPORT 260

APPENDIX B. SERVICES DELIVERED ON BEHALF OF OUR PARTNERS 261

AUSTRALIAN GOVERNMENT AGENCIES 261

STATE AND TERRITORY GOVERNMENTS AND OTHER ORGANISATIONS 267

APPENDIX C. CARER RECOGNITION ACT 2010-REPORT 268

OBLIGATIONS OF ALL PUBLIC SERVICE AGENCIES 268

APPENDIX D. DATA-MATCHING 270

DATA-MATCHING PROGRAM (ASSISTANCE AND TAX) ACT 1990 270

DATA-MATCHING PROGRAM OBJECTIVES 270

PROGRAMME CYCLES 270

PRIVACY SAFEGUARDS 271

PROGRAMME MONITORING 271

STATISTICS 271

COST BENEFITS 273

CHRONOLOGY 275

APPENDIX E. EXTERNAL SCRUTINY 276

AUSTRALIAN NATIONAL AUDIT OFFICE 276

COMMONWEALTH OMBUDSMAN 279

APPENDIX F. STAFFING STATISTICS AND REMUNERATION 280

STAFF PROFILE 280

NON-SENIOR EXECUTIVE SERVICE REMUNERATION 284

PERFORMANCE PAY 285

SENIOR EXECUTIVE SERVICE REMUNERATION 285

APPENDIX G. WORK HEALTH AND SAFETY 286

WORK HEALTH AND SAFETY ACT 2011-REPORTING 286

APPENDIX H. FREEDOM OF INFORMATION 287

APPENDIX I. ADVERTISING AND MARKET RESEARCH 288

COMMUNICATION CAMPAIGNS 288

ADVERTISING COSTS-MEDIA ADVERTISING AGENCY 288

MARKET RESEARCH PAYMENTS 289

APPENDIX J. ENVIRONMENTAL PERFORMANCE 290

HOW ADMINISTERED PROGRAMMES ACCORD WITH THE PRINCIPLES OF ESD-SECTION 516A(6)(a) 290

HOW THE APPROPRIATION OUTCOME CONTRIBUTED TO THE PRINCIPLES OF ESD-SECTION 516A(6)(b) 290

EFFECT OF ACTIVITIES ON THE ENVIRONMENT-SECTION 516A(6)(c) 291

MEASURES TAKEN TO MINIMISE THE EFFECT OF ACTIVITIES ON THE ENVIRONMENT-SECTION 516(6)(d) 293

MECHANISMS TO REVIEW AND INCREASE THE EFFECTIVENESS OF THOSE MEASURES-SECTION 516(6)(e) 295

APPENDIX K. RESOURCE STATEMENTS AND EXPENSES FOR OUTCOME 1 296

APPENDIX L. CORRECTION OF ERRORS IN THE DEPARTMENT'S 2013-14 REPORT 300

APPENDIX M. COMPLIANCE INDEX 301

GLOSSARY 307

SHORTENED FORMS 310

INDEX 314

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