From 1 July 2007 the Museum has outlined, in its Annual Report, performance of its roles as purchaser and provider and has reported against its employer role through the Australian Public Service Commission’s State of the Service agency survey.
Performance indicator
Providers have established mechanisms for quality improvement and assurance.
Performance measure
Evidence of quality improvement and assurance systems in operation.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Music programs were offered targeting people with a range of disabilities. | Integrate interpretation activities suitable for people with disabilities into the schedule of public programs. Offer participation to people with disabilities free-of-charge. | Continue to make programs accessible to people with disabilities. Establish networks with disability support programs and create further partnerships. |
| Donation accepted of two scooters for visitor use from the Wheelchair Factory. | Continue to monitor use and maintenance of the fleet of five scooters. | Monitor use and organise maintenance of the fleet of five electric scooters. |
| The effectiveness of larger font used on temporary signage and the change in colour of text panels in exhibits was monitored, and feedback was given to the exhibitions team. | Continue to monitor the effectiveness of temporary and permanent signage in the Museum and provide feedback about changes in ability to access information on these. | Provide feedback to curatorial and exhibitions teams regarding the effectiveness of text panels, and to Facilities staff regarding the effectiveness of signage. This information comes through the Client Service Charter. |
| Hearing induction loops in the Visions and Circa theatres continue to be maintained and provided. | Continue to monitor the use of hearing induction loops. | Report results and make recommendations for change. |
| Three counter-top hearing inducation loops for the information desk and cloakroom were purchased. | Monitor the use of and maintain counter-top hearing induction loops. | Continue to monitor the use and maintenance of counter-top hearing induction loops. |
| The Museum became affiliated with the National Relay Service (NRS). | Continue affiliation with the NRS and ensure key staff are trained in handling NRS calls. | Continue affiliation with the NRS and ensure key staff receive updated training where required. |
| Equipment available for tours of the Museum continued to enable use of personalised hearing loops, while options for single and dual headphones with clearer reception also continued to be available. | Continue to monitor the use of tour equipment. | Report feedback to visitor services staff. |
| Braille and large-print Museum maps and guides to the Garden of Australian Dreams were developed and implemented. | Monitor, use and maintain braille and large-print Museum maps and guides. | Continue to monitor use and maintain braille Museum maps and Garden of Australian Dreams guides. |
| Assistance animal access guidelines and procedures were developed and implemented. | Monitor use of and provide feedback about guidelines and procedures for both visitors and staff. | Continue to monitor use of guidelines and procedures for visitors and staff, reviewing if required. |
| Affiliation with the National Companion Card Scheme continued, allowing carers to enter all events and exhibitions free-of-charge. | Continue to participate in the National Companion Card Scheme and provide information to other areas, as needed, around conditions of entry. Approve and implement assistance animals process. | Ensure all staff are trained in the identification of and processes regarding access for visitors with assistance animals. |
Access for people with disabilities continued to be improved. Lifts were upgraded throughout the Museum to provide better access for disabled visitors and staff. This included the provision of braille lift buttons, audio commands and improved passenger detection systems to ensure the operation of the doors allows for people with disabilities. | Update Museum website access page. |
Performance indicator
Providers have an established service charter that specifies the roles of the provider and consumer, and service standards that address accessibility for people with disabilities.
Performance measure
Established service charter that adequately reflects the needs of people with disabilities in operation.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Client Service Charter specifies the role of both provider and consumer, and Service Standards as defined in the Client Service Charter reflect the needs of people with a disability. | Continue to provide an avenue for feedback through the Client Service Charter brochure. | Advise Museum stakeholders of feedback and changes needed for visitors with a disability. |
Performance indicator
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance.
Performance measure
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Client Service Charter provides mechanisms which reflect the Australian Standard AS4269:1995. | Review mechanisms, based on feedback from clients. | Continue to respond to visitor feedback through the Client Service Charter. Continue to ensure the Client Service Charter considers complaints/grievance mechanisms. |
Performance indicator
Publicly available information on agreed purchasing specifications are available in accessible formats* for people with disabilities.
Performance measure
Percentage of publicly available purchasing specifications requested and provided in:
- accessible electronic formats
- accessible formats other than electronic.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Publicly available information regarding purchasing specifications is available in electronic and hard copy formats via AusTender. A large-print version continued to be made available on request. | Maintain same level of performance as in 2010–11. | Review, and revise, where necessary, Museum procurement policies, procedures and practices, and promote to managers and staff. |
* 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.
Performance indicator
Processes for purchasing goods or services with a direct impact* on the lives of people with disabilities are developed in consultation with people with disabilities.
Performance measure
Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Feedback from Client Service Charter and visitor exit interviews was acted upon. | Maintain same level of performance as in 2010–11 and continue to monitor visitor feedback to ensure appropriate products and services are developed or purchased. | Engage in further consultation and provide expert advice where appropriate. |
* Direct impact means those goods and services that will have an explicit consequence, effect or influence on people with disabilities. It includes the purchase of mainstream goods and services as well as specialist disability services.
Performance indicator
Purchasing specifications* and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992.
Performance measure
Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Where relevant to a program, specifications and requirements were consistent with the requirements of the Disability Discrimination Act 1992. | Maintain same level of performance as in 2010–11. | Review specifications and requirements where relevant to ensure ongoing consistency with the Disability Discrimination Act 1992. |
| Existing standard form documents for the purchase of goods and services have been reviewed and updated where necessary. These templates specify that contractors and service providers must comply with Commonwealth legislation that may be applicable to the performance of the contract, including the Disability Discrimination Act 1992. | Maintain same level of performance as in 2010–11. | Ensure standard for purchasing agreements or panel arrangements continue to specify that contractors and service providers must comply with Commonwealth legislation that may be applicable to the performance of the contract, including the Disability Discrimination Act 1992. |
* Purchasing agreements can include contracts, memoranda of understanding and service level agreements.
Performance indicator
Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided.
Performance measure
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.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| Where requested, reports against the contract purchasing specification are provided in accessible formats. | Maintain same level of performance as in 2010–11. | No new actions identified. |
Performance indicator
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance.
Performance measure
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.
| Level of performance 2010–11 | Goals for 2011–12 | Actions for 2011–12 |
|---|---|---|
| The Museum’s Client Service Charter provides these mechanisms. | Maintain same level of performance as in 2010–11. | No new actions identified. |