BUDGET ESTIMATES HEARING: MAY 2018
JS 10
HEADLINE ISSUE: PROGRAMME PERFORMANCE
INDICATORS (PPIs)
DVA is committed to client-focused, responsive, and connected
service delivery and is determined to improve its service standards
and outcomes for clients.
In response to a whole of Government approach to public
governance, performance, and accountability, DVA has reviewed its
Programme Performance Indicators (PPIs).
The introduction of new PPIs ensures these measures are relevant,
reliable, and complete.
Key Facts
Implementation of the
Public Governance, Performance and
Accountability Act 2013 (PGPA), required DVA to review its
performance indicators, and this commenced late in 2014.
New performance indicators for VEA Income Support, Disability
and War Widow/ers claims, MRCA claims, and SRCA claims were
endorsed by DVA’s Executive Management Board (EMB).
These changes will move from the current timeliness description of
“mean or average number of days” to a new percentile band
approach.
The “median” (or 50th percentile) has been introduced as the initial
target and is best described as
‘50 per cent of cases can be expected
to be processed in X days or less’.
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BUDGET ESTIMATES HEARING: MAY 2018
The benefits of these changes include:
a. More realistic targets being set;
b. Clients and their representatives having clearer expectations
of the claims processing timeframes;
c. DVA’s performance being measured more accurately; and
d. Stakeholders being able to understand DVA’s performance
reporting more easily.
DVA reported against both the current and new indicators in the
Annual Report 2016-17.
Background
Table 1 shows a comparison between the current mean and new
median* timeliness performance targets for sub-programmes 1.1,
1.2, 1.3, 1.6 in Outcome 1 (*50th percentiles, based on results from
the previous three financial years).
Recent Media Coverage
Nil.
Recent Key Correspondence
Nil.
Relevant QoNs
Nil.
Contact officer:
Phone:
Division:
Date created:
John (s 47E(d))
(s 47E(d))
Claims and Operations
14 January 2016
Branch:
Date updated:
Business Improvement and Support
October 2017
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