DVA’s performance place to support and be used to update the measurement results are inform continuous Guidelines as necessary. published in a timely improvement. manner to ensure accountability to the public. KPI 6 Regulators DVA establishes Feedback mechanisms are The Use of the Word – actively contribute to cooperative and available and made known Guidelines will the continuous collaborative to all stakeholders. contain feedback improvement of relationships with mechanisms. Documented procedures regulatory frameworks stakeholders to promote are in place to facilitate the trust and improve the A policy document flow of information efficiency and outlining internal between the regulator and effectiveness of the processes for use of the policy departments. regulatory framework. word including ‘Anzac’, DVA regularly shares standard words and feedback from templates will be made stakeholders and available to DVA staff. performance information (including from inspections) with policy departments to improve the operation of the regulatory framework and administrative processes. Appendix B: Results and evidence against each metric KPI Output Metric Evidence and Results KPI 1 Regulators do not Documented responsiveness to feedback Register of interactions with regulated – unnecessarily impede the from regulated entities, including entities stored in Department’s TRIM efficient operation of feedback from existing complaint system. regulated entities mechanisms and surveys of regulated entities. Environment scanning is undertaken Department-initiated enforcements regularly and at a minimum, on an resulting from environment scanning to be annual basis. recorded. KPI 2 Communication Percentage of guidance materials that 100% of website and Guidelines complies – with regulated entities is complies with government accessibility with government accessibility guidelines. clear, targeted and guidelines. effective Maximum, minimum and average time Information not recorded. for decision. Published timeframes for decision No timeframes specified. making. Percentage of decisions accompanied by Advice to all applicants on review rights statement of reasons and advice about available in Guidelines. relevant review or appeal mechanisms, All decisions are communicated by where appropriate. explanatory letter. Letters include contact details in case of further queries.
DVA’s performance measurement results are published in a timely manner to ensure accountability to the public. place to support and inform continuous improvement. be used to update the Guidelines as necessary. KPI 6 – Regulators actively contribute to the continuous improvement of regulatory frameworks DVA establishes cooperative and collaborative relationships with stakeholders to promote trust and improve the efficiency and effectiveness of the regulatory framework. DVA regularly shares feedback from stakeholders and performance information (including from inspections) with policy departments to improve the operation of the regulatory framework and administrative processes. Feedback mechanisms are available and made known to all stakeholders. Documented procedures are in place to facilitate the flow of information between the regulator and policy departments. The Use of the Word Guidelines will contain feedback mechanisms. A policy document outlining internal processes for use of the word ‘Anzac’, including standard words and templates will be made available to DVA staff. Appendix B: Results and evidence against each metric KPI Output Metric Evidence and Results KPI 1 – Regulators do not unnecessarily impede the efficient operation of regulated entities Documented responsiveness to feedback from regulated entities, including feedback from existing complaint mechanisms and surveys of regulated entities. Register of interactions with regulated entities stored in Department’s TRIM system. Environment scanning is undertaken regularly and at a minimum, on an annual basis. Department-initiated enforcements resulting from environment scanning to be recorded. KPI 2 – Communication with regulated entities is clear, targeted and effective Percentage of guidance materials that complies with government accessibility guidelines. 100% of website and Guidelines complies with government accessibility guidelines. Maximum, minimum and average time for decision. Information not recorded. Published timeframes for decision making. No timeframes specified. Percentage of decisions accompanied by statement of reasons and advice about relevant review or appeal mechanisms, where appropriate. Advice to all applicants on review rights available in Guidelines. All decisions are communicated by explanatory letter. Letters include contact details in case of further queries.
regulator_performance_framework_report.docx