Appendix D: Commonwealth Disability Strategy

IBA reports on its progress in implementing the Commonwealth Disability Strategy against its purchaser and provider roles. It reports on its employer role through the Australian Public Service Commission’s State of the Service agency survey.

Table 28: Purchaser role
Objective	Performance indicator	Performance measure	Performance 2008–09
1 Accessible electronic formats include ASCII (or .txt) files and html for the web. Non-electronic accessible formats include braille, audio cassette, large print and easy English. Other ways of making information accessible include video captioning and Auslan interpreters. 2 Direct impact means those goods and services which will have an explicit consequence, effect or influence on people with disability. It includes the purchase of mainstream goods and services as well as specialist disability services. 3 Purchasing agreements can include contacts, memoranda of understanding and service level agreements.
To ensure that people who require information in an accessible format receive it in a timely manner.	Publicly available information on agreed purchasing specifications is available in accessible formats¹ for people with disability.	Percentage of publicly available purchasing specifications requested and provided in: accessible electronic formats accessible formats other than electronic. Average time taken to provide accessible material in: electronic format formats other than electronic.	Publicly available information regarding purchasing specifications is available in electronic and hardcopy formats. Performance measure = 100%
To ensure that the Commonwealth purchases services which reflect the needs of people with disability.	Processes for purchasing goods or services with a direct impact² on the lives of people with disability are developed in consultation with people with disability.	Percentage of processes for purchasing goods or services that directly impact on the lives of people with disability that are developed in consultation with people with disability.	IBA tender processes during 2008–09 did not have a direct impact on the lives of people with disability. Performance measure – not applicable
To ensure that the Commonwealth builds accountability for the delivery of accessible goods and services into its purchasing agreements³ with providers.	Purchasing specifications and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992 (DDA).	Percentage of purchasing specifications for goods or services that specify that tender organisations must comply with the DDA. Percentage of contracts for the purchase of goods and services that require the contractor to comply with the DDA.	None of the requests for tender specifically stated that the successful tenderer would need to comply with the DDA. Performance measure = 0% None of the contracts offered specifically stated that the contractor would need to comply with the DDA. Performance measure = 0%
To provide purchase contract specifications in accessible formats.	Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided.	Percentage of publicly available performance reports against the contract purchasing specification requested and provided in: accessible electronic formats accessible formats other than electronic. Average time taken to provide accessible material in: electronic formats formats other than electronic.	When requested, reports against the contract specification are provided in accessible formats.
To ensure that people with disability can talk directly with the purchaser about a provider’s performance.	Complaint/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about provider’s performance.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	IBA has an established complaints/grievance process for handling concerns about its performance. Customers are able to take complaints to the Commonwealth Ombudsman and the Human Rights and Equal Opportunity Commission. Analysis of complaints received indicates no particular disability-related issues have been raised about IBA’s performance.

Table 29: Provider role
Objective	Performance indicator	Performance measure	Performance 2008–09
Providers deliver the services they have been contracted to provide under specific conditions.	Providers have established mechanisms for quality improvement and assurance.	Evidence of quality improvement and assurance systems in operation.	A customer satisfaction survey and the low number of complaints received indicate high levels of satisfaction among people with disability.
To ensure that agencies recognise people with disability as customers.	Providers have an established service charter that specifies the roles of the provider and consumer and service standards which address accessibility for people with disability.	Established service charter that adequately reflects the needs of people with disability in operation.	IBA has a service charter in place which specifies the roles of IBA and its customers.
To ensure that customers with disabilities are able to have their issues and concerns addressed.	Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance.	Established complaints/grievance mechanisms, including access to external mechanisms, in operation.	IBA has an established complaints/grievance process for handling concerns about its performance. Customers are able to take complaints to the Commonwealth Ombudsman and the Human Rights and Equal Opportunity Commission if so desired. Analysis of complaints received indicates no particular disability-related issues have been raised about IBA’s performance.