Chapter 6: An Efficiently Functioning Parliament

Successfully manage contracts for the delivery of property, travel services, information technology, security clearance services, and other externally provided services that are in accordance with service level agreements.

Make no contract defaults.

Achieved
United Group Services continued to provide satisfactory property management services under the contracted service level agreement. The contract with Hogg Robinson Australia provided satisfactory travel management services. Contracts with Telstra Corporation for ICT services and with Pitney Bowes for postage meters continued to provide support to Senators and Members in a satisfactory manner. Carroll and Richardson – Flagworld continued to provide Australian flags under the Constituents’ Request Program to Senators and Members, in accordance with performance measures stipulated in the contract. OfficeMax provided office requisites to electorate offices in a satisfactory manner.

Professional development program for MOP(S) Act employees that is targeted at key skills, is well received by participants, and meets the needs of clients.

90 per cent of participants advise that courses attended met their needs.

Achieved
During 2008-09 Finance demonstrated its continued commitment to the ongoing learning and professional development of MOP(S) Act employees by delivering a Professional Development Program. The program delivered nine tailored courses and information sessions, and 42 individual sessions to 305 MOP(S) Act employees in Canberra and state capitals (excluding Darwin). The courses and information sessions included Know Your Entitlements, Office Management, Writing Speeches with Impact, The Legislative Process, Administrative Law for non-Lawyers, Build Better Relationships and Demonstrate Leadership in the Workplace, and the Australian Government Budget Process. 99.5 per cent of participants who completed an evaluation form indicated that they would recommend the course they had attended to their colleagues.

Personnel and entitlement transactions for Senators, Members and their staff.

Estimate of 700,000 transactions processed in accordance with entitlements.

Achieved
725,386 transactions were processed.

Flight reservations processed.

Estimate of 30,000 transactions processed in accordance with entitlements.

Achieved
41,077 reservations were processed.

Payment of Parliamentarians’ travelling allowance.

Estimate of 21,000 transactions processed in accordance with entitlements.

Achieved
24,686 travel allowance nights were paid.

Service calls received via office in Parliament House and staff desk units.

Estimate of 25,000 transactions processed.

Achieved
31,759 service calls were received via office in Parliament House and staff desk units.

Personnel/pay variations received prior to cut-off processed in the next pay.

95 per cent processed in the next pay.

Achieved
98 per cent of personnel/pay variations received prior to cut-off were processed in the next pay.

Client enquiries responded to within one working day.

95 per cent within one working day.

Achieved
99 per cent of client enquiries were responded to within one working day.

Client enquiries resolved within two working days.

80 per cent within two working days.

Achieved
99 per cent of client enquiries were resolved within two working days.

Timely monthly reporting to Senators and Members on entitlement usage.

100 per cent of reports delivered by the due date.

Achieved
All 12-monthly reports and the end of financial year report were delivered on time.

Timely six-monthly reports to Parliament on Parliamentarians’ and former Parliamentarians’ paid travel expenditure and on Parliamentarians’ overseas study entitlement.

100 per cent of reports tabled by the agreed date.

Achieved
Both reports were tabled within agreed timeframes.

Travel allowance claims processed efficiently.

90 per cent within 5 working days.

Achieved
96 per cent of travel allowance claims were processed within five working days.

Charter and car transport claims processed efficiently.

95 per cent within 10 working days from the date certification is received.

Achieved
98 per cent of charter and car transport claims were processed within ten working days from the date certification was received.

Host Employee Consultative Group meetings each year for MOP(S) Act employees.

Six Employee Consultative Group meetings per annum.

Mostly achieved
The Employee Consultative Group convened five meetings in 2008-09.

Satisfaction with COMCAR services.

Satisfaction with at least 98 per cent of all reservations.

Achieved
Based on the number of incidents reported to COMCAR, a 99.5 per cent satisfaction rate was achieved.

COMCAR vehicle reservations provided (excluding the Parliament House shuttle service).

Estimate of 52,000 reservations provided.

Achieved
62,086 reservations were provided.

Phone calls for COMCAR reservations to be answered in a timely manner.

80 per cent of phone calls answered within 15 seconds.

Achieved
87.9 per cent of calls were answered within 15 seconds.