Service delivery tracking online acquittal process: Frequently asked questions
August 2014
Department of Human Services Contents
Policy and background...... 3 Scope...... 3 1. Which organisations are required to submit service delivery tracking data?...... 3 2. My organisation is part of a consortium. How should we be acquitting our targets when our consortium is made up of a number of organisations?...... 4 3. Are there any changes to existing reporting requirements as a result of this new service delivery tracking process?...... 4 4. What data source will be used to measure an organisation’s performance?...... 4 5. How does this service delivery tracking process support performance monitoring?...... 4 6. What is the purpose of my organisation nominating one or more acquittal contact?...... 5 Timelines for submission of service delivery tracking data...... 5 7. When will service delivery tracking start?...... 5 8. When should organisations submit their data as part of the service delivery tracking process?...... 5 9. What happens if an organisation forgets when the service delivery tracking process is due?...... 5 10. How can I change my nominated contact?...... 6 11. What if I can’t enter data for all the activities by the due date?...... 6 12. All my data was entered into the template by the tenth day, but I still received an overdue advice email. . .6 Targets and reports...... 6 13. Where can organisations get support in relation to business and counting rules?...... 6 14. What happens if I have a query about the target recorded in the acquittal template?...... 6 15. Will the funded activity measures and targets change if they do not accurately reflect services delivered? 6 16. Why is there a target period and how should your organisation report against targets?...... 7 17. What happens if the target in SAMS is less than one or zero?...... 7 18. Will other funded organisations be able to view my service delivery tracking data or reports?...... 7 19. What data do I need to enter into the acquittal template?...... 8 20. What type of information should an organisation enter in the service delivery tracking comments field when submitting their monthly acquittal template?...... 8 21. The data submitted is incorrect, how will I resubmit the correct data?...... 8 22. Are reports available?...... 8 Using the online service delivery tracking tool...... 8 23. Where do I get information and guidance about using the service delivery tracking online acquittal template?...... 8 24. When will training be available to staff from funded organisations?...... 8 25. Where will training be conducted?...... 9 26. How do I access the Service Agreement Module (SAM) to enter my acquittal data?...... 9 27. Who in an organisation can register to access Funded Agency Channel/Service Agreement Module?...... 9 28. I’m not sure if I have an eBusiness account, or I can’t remember my username and/or password. How do I get assistance?...... 9 29. I have an eBusiness account, but I still can’t access Funded Agency Channel. What do I do?...... 9 Data integrity auditing...... 10 30. What is data integrity auditing?...... 10 31. Why is it necessary to conduct data integrity audits?...... 10 32. When will my agency be audited?...... 10 33. How will I be notified of an audit of my organisation?...... 10 34. Who will conduct the audit?...... 10 35. What does an audit entail?...... 10 36. What time and resource impacts will the audit have on my organisation?...... 10 37. Who do I contact for more information about data integrity audits?...... 11
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 2 Policy and background Approximately $1.4 billion per year is provided to over 1,000 funded organisations to deliver services to our clients on behalf of the department, and the department has a responsibility to monitor and support the funded organisations that provide these services. Accurate and timely data is required to enable informed decisions about which services are being provided to the community. Performance information and reporting enables the government and the community to consider a program’s performance and effectiveness. As the demands for better quality information about public sector performance increase, the need for the ongoing development and refinement of performance monitoring and reporting frameworks has continued. In recognition of this need to refine our performance monitoring frameworks, the department is introducing a new, simple, service delivery tracking process so that the department and providers can account for service delivery against their service agreement targets.
Scope
1. Which organisations are required to submit service delivery tracking data? Organisations funded to provide services for activities listed below will be required to account for service delivery against service agreement targets on a monthly basis. Stage 1 [completed]: Submit data by 10 February, for January 2014 and ongoing monthly submission Home-Based Care 31214 – Home-Based Care: General 31418 – Home-Based Care: Intensive 31216 – Home-Based Care: Complex 31413 – Home-Based Care: Therapeutic Foster Care 31205 – Home-Based Care: Adolescent Community Placement Stage 2: [completed] Submit data by 10 May, for April 2014 and ongoing monthly submission Out-of-home Care 31138 – Home-Based Care - Permanent Care 31188 – Lead Tenant 31415 – Residential Care 31202 – Home-Based Care - Kinship Care 31416 – Residential Care - Case Management Disability Services 17016 – Supported Accommodation 17019 – Facility-Based Respite 17078 – Community-Based Respite Housing and Homelessness 20081 - Crisis Supported Accommodation 20082 – Transition Support 94587 – Tenancy Administration – Crisis 94589 – Housing Information and Referral
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 3 94588 – Tenancy Administration – Transitional Stage 3: Submit data by 10 July 2014, for June 2014 and ongoing monthly submission Family Services 31245 - Integrated Family Services 31246 - Integrated Family Services - Indigenous 31256 - Early Parenting Centre Services 31235 - Sexual Assault Support Services 31262 - Stronger Families
Disability Services 17025 - Aids and Equipment 17026 - Behaviour Intervention Services 17028 - Case Management 17034 - Flexible Support Packages 17201 - Futures for Young Adults 17081 - Individual Support Packages 17008 - Outreach Support 17042 - Therapy
2. My organisation is part of a consortium. How should we be acquitting our targets when our consortium is made up of a number of organisations? The organisation that is the lead in the consortium receives the funding from the department and as such is responsible for acquitting the targets for the consortium.
3. Are there any changes to existing reporting requirements as a result of this new service delivery tracking process? Current reporting requirements for funded activities are outlined in the Policy and Funding Plan available on the Department of Human Services website
4. What data source will be used to measure an organisation’s performance? Where service delivery tracking is in place, the data entered in this system will be used to acquit performance against service delivery targets.
5. How does this service delivery tracking process support performance monitoring? Service delivery tracking involves funded organisations directly accounting for the services they have provided against service agreement targets. This will ensure that both the organisation and the department have a shared view of service delivery in a timely and regular manner. This will support organisations managing their progress towards meeting agreed targets and the department managing its broader and more formal government reporting commitments.
6. What is the purpose of my organisation nominating one or more acquittal contact? The acquittal contact or contacts nominated by your organisation will: receive the automated email communication sent from the service delivery tracking tool
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 4 request changes to a submitted acquittal template be notified of data integrity review audits receive communication relating to data integrity review audits.
Timelines for submission of service delivery tracking data
7. When will service delivery tracking start? The service delivery tracking process started on 1 February 2014. Organisations funded to provide five home- based care activities have already started submitting their service delivery tracking data on a monthly basis from February 2014. The schedule of activities included in the service delivery tracking process is listed above in ‘Which organisations are required to submit service delivery tracking data?’ The timelines for submission of data are: Stage 1 [completed]: Submit data by 10 February, for January 2014 and ongoing monthly submission. Stage 2 [completed]: Submit data by 10 May, for April 2014 and ongoing monthly submission. Stage 3: Submit data by 10 July, for June 2014 and ongoing monthly submission. Organisations funded to provide the in-scope activities will continue to submit performance data on a monthly basis through the online service delivery tracking tool in the Service Agreement Module (SAM) via the Funded Agency Channel (My Agency). Online templates will be available to organisations required to submit from the first day of the month following the reporting month. The service delivery tracking process will be progressively implemented to include other funded activities into the future.
8. When should organisations submit their data as part of the service delivery tracking process? All reporting for a particular month, has to be completed by the tenth day of the following month. For example, the June acquittal data will need to be submitted by 10 July. The service delivery tracking acquittal templates will be available for updating and submission from the first day of the month, following the reporting month. For example the June acquittal template will be available from 1 July.
9. What happens if an organisation forgets when the service delivery tracking process is due? Automated emails will be forwarded to organisations based on the following events: 1. Advice to the organisations when the templates are ready to be populated and are available for submission. 2. Advice to the organisations once the data has been submitted. 3. A reminder on the day after the due date to organisations if the submission has not occurred by the deadline. The email will be sent to the nominated contact provided to the department by the organisation. If your organisation has not provided a nominated contact then the email will be sent to your organisation’s primary contact as listed in the service agreement.
10. How can I change my nominated contact? Advise your local department contact if you need to change your nominated contact.
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 5 11. What if I can’t enter data for all the activities by the due date? Funded Agency Channel acquittal templates will remain available after the due date to allow organisations to finalise performance data for an individual month. Organisations will be followed up as part of normal monitoring by divisions where the monthly acquittals become overdue.
12. All my data was entered into the template by the tenth day, but I still received an overdue advice email The overdue email is only sent when the data has not been submitted. You may receive this email if you have saved all the data but not selected submit at the end. Saving data and submitting data are two different actions in service delivery tracking. You should save data throughout your data entry process to avoid losing any input but when all data has been entered you must click the ‘submit’ button to action the submission.
Targets and reports
13. Where can organisations get support in relation to business and counting rules? The department has established a range of resources to support organisations and departmental staff in the new service delivery tracking process. Guidelines on business and counting rules are available on the Funded Agency Channel
14. What happens if I have a query about the target recorded in the acquittal template? If your organisation does not agree with the target recorded in the Service Agreement Module acquittal template, you should raise this with your local departmental contact for the service agreement. The organisation should still enter their service delivery for the month and a note in the ‘Comments’ field that they are discussing the target with the division. The department will work together with organisations to confirm target allocation within the Service Agreement Module.
15. Will the funded activity measures and targets change if they do not accurately reflect services delivered? The department will continue to review activities and monitor service provision more generally, and as a consequence, there may be further changes to the activity measures and targets in the near future.
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 6 16. Why is there a target period and how should your organisation report against targets? The target period is expressed as monthly or annual and reflects whether it is a non-cumulative or cumulative target. A non-cumulative target has a monthly target period displayed on the acquittal template. For non-cumulative targets, the Target Units section indicates what organisations are expected to provide each month. For example, an organisation funded to provide 150 beds is expected to provide and report 150 beds each month in the Actual Units column indicated in Figure 1. Figure 1: Screen shot of non-cumulative targets
A cumulative target has an annual target period displayed on the acquittal template. For cumulative targets, the Target Units section indicates what organisations are expected to perform for the full financial year. Organisations should report actual service delivery for the month in the Actual Units section indicated in Figure 2. For example, an organisation funded to provide 40,000.33 client hours of community based respite for a financial year will be expected to provide and report actual service delivery for that month. The department recognises that performance for some activities with cumulative targets may vary from month to month due to seasonal demand for services such as school holidays. Note: there is a Year-To-Date figure that will automatically total previous months which is displayed in the YTD actual column. Figure 2: Screen shot of cumulative targets
17. What happens if the target in SAMS is less than one or zero? Where the organisation has a total target of less than ‘one’, that activity will not be visible in the Service Agreement Module’s (SAM) acquittal template. This may result in an organisation not having an acquittal template generated, and therefore the organisation will not be required to report through the new online service delivery tracking process.
18. Will other funded organisations be able to view my service delivery tracking data or reports? No. The data visibility is restricted to your organisation and the department only. The same restrictions applied to My Agency and the Service Agreement Module (SAM) is applied to the online service delivery tracking system.
19. What data do I need to enter into the acquittal template? Organisations should submit data for services delivered for a calendar month. For example, for the June reporting period include services delivered from 1 June to 30 June. Data for the June reporting period would need to be submitted by the tenth calendar day of July.
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 7 20. What type of information should be entered into the comments field when submitting the acquittal template? Comments should include explanations for targets not being met, and remediation strategies, where applicable. In order to maintain client confidentiality, client details should not be included in your commentary.
21. The data submitted is incorrect, how will I resubmit the correct data? Once the template has been submitted, no further changes can be made to the data by the organisation. The organisation should contact their local department contact to request the template be activated (that is un- submitted). An audit trail of these transactions will be stored in SAMS.
22. Are reports available? The service delivery tracking reports are available on ‘My Agency’ in the ‘Data and Performance’ section on the ‘Service Delivery Tracking’ page. The following reports are available for organisations: SAM07 Service Delivery Tracking – report showing previous months within a financial year, which has an Excel friendly export option to better facilitate sorting, filtering and pivot tables. SAM08 Service Delivery Tracking Graphs – report showing a graphical representation of the Target Units and Actual Units for the selected months within the selected financial year. It includes an aggregate by activity and also a breakdown by division. The data in these reports is refreshed daily at 6.00 am, 11.00 am, 2.00 pm and 4.00 pm. Any problems with accessing the reports can be directed to the Funded Agency Channel helpdesk by email to: [email protected].
Using the online service delivery tracking tool
23. Where do I get information and guidance about using the service delivery tracking online acquittal template? A ‘How to’ guide and a video of the guide containing step-through instructions on how to use the tool and advice about the requirements for accessing the Funded Agency Channel, are available on the Funded Agency Channel: www.dhs.vic.gov.au/funded-agency-channel/data-collection-and-reporting/human-services/service- delivery-tracking-department-of-human-services-only.
24. When will training be available to staff from funded organisations? Training and demonstrations of the online service delivery tracking online tool are available to organisations at a local department office or via video conferencing at another department office. The duration of the demonstration/training is expected to be 30 minutes and we allow another 30 minutes for questions. A video presentation of the demonstration is available on the Funded Agency Channel
25. Where will training be conducted? Training can be presented at a number of venues, both at 50 Lonsdale Street and at divisional offices. If users are unable to attend training/demonstration sessions they can access the ‘How to’ guide which will be available on the Funded Agency Channel. Organisations’ staff can view the demonstration at the desks by viewing a video presentation of the demonstration on the Funded Agency Channel
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 8 26. How do I access the Service Agreement Module (SAM) to enter my acquittal data? SAM is accessed via My Agency (the secure section of the Funded Agency Channel). For this, you require a username and password to log in via eBusiness. From My Agency, you select the ‘Service Agreement Module’ link (under the Service Agreement Module section). In SAM, select your organisation name (hyperlink) then on the second level of tabs you will see the ’Acquittal’ tab. This is where you enter your data. Further information on how to enter your acquittal data can be found on the Funded Agency Channel
27. Who in an organisation can register to access Funded Agency Channel/Service Agreement Module? There is no limit to the number of Funded Agency Channel/Service Agreement Module users for an organisation. It is up to your organisation to determine and approve each access request. Any access queries can be referred to the Funded Agency Channel helpdesk on: [email protected]. Note that only the nominated contact for service delivery tracking will receive automated emails from the service delivery tracking tool.
28. I’m not sure if I have an eBusiness account, or I can’t remember my username and/or password. How do I get assistance? The Funded Agency Channel helpdesk can check if you have an existing eBusiness account and will also check if the Funded Agency Channel application is attached to your account. The Funded Agency Channel helpdesk can also reset your eBusiness password if required. You can try and request a new password via the automated system in eBusiness at the ‘I forgot my login details’ link, but please note the fields are case sensitive and may not work if you don’t input the data in the exact format as when you first registered. Any queries about eBusiness accounts or requests for password resets can be directed to the Funded the Funded Agency Channel helpdesk on: [email protected].
29. I have an eBusiness account, but I still can’t access Funded Agency Channel. What do I do? You may not have the Funded Agency Channel application attached to your eBusiness account. Detailed instructions on how to attach an application can be found on the Funded Agency Channel
Data integrity auditing
30. What is data integrity auditing? Service delivery tracking is a self-reporting process. Self-reporting means the department will use the information you provide to record your service performance against service targets. The service delivery tracking tool will not check the accuracy of the details you provide at the time of service delivery tracking processing; however at a later date we may examine the details provided more thoroughly by reviewing specific aspects of the data provided via a data integrity audit.
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 9 31. Why is it necessary to conduct data integrity audits? The Department of Human Services, in partnership with funded organisations, provides community services to Victorians in need. The Service Delivery Tracking tool facilitates collection of accurate and timely data to enable informed decisions about services provided to the community. Service delivery tracking is a self-reporting process and funded organisations are responsible for their input. In providing service funding the department is responsible to government and the community for ensuring service performance and effectiveness. Data integrity audits provide assurance that self-reported service data is accurate and that high quality services are delivered efficiently and effectively.
32. When will my agency be audited? Data integrity audits will be conducted on a random sample basis across all funded organisations. However specific audits in addition to the sampling program may be undertaken where service delivery tracking reporting indicates ongoing or abnormal performance issues.
33. How will I be notified of an audit of my organisation? The department will contact organisations ahead of initiating any data integrity audit. Contact will be made with acquittal contacts recorded in Service Agreement Management System (SAMS) (accessible through the Funded Agency Channel My Agency portal) to notify and make arrangements for auditing. If your organisation does not nominate an acquittal contact, the department will contact your organisation’s primary contact as listed in the service agreement.
34. Who will conduct the audit? Data integrity audits will be conducted by qualified auditors to ensure the independence and impartiality of each audit.
35. What does an audit entail? Funded organisations will be required to provide auditors with evidence records supporting service delivery tracking data and demonstrate governance and compliance processes commensurate with the scope of funded activities.
36. What time and resource impacts will the audit have on my organisation? Data integrity audits are designed to meet the requirements of the Australian Standards on Assurance Engagements (3000 series) for non-financial information and will be structured to ensure the least possible impact on funded organisations’ operations and resources. Audits will be scaled in line with the size and complexity of the organisation under review.
37. Who do I contact for more information about data integrity audits? Local departmental contacts will continue to be your primary point of contact. A list of departmental contacts for your organisation can be found at the ‘Service Delivery Tracking’ link under the ‘Data and Performance’ section in ‘My Agency’ (the secure section of the Funded Agency Channel).
If you would like to receive this publication in another format, please email Servicedeliverytra [email protected] This document is also available on the Internet at the Funded Agency Channel < www.dhs.vic . gov.au/funded-agency-channel/data-collection-and-reporting/human-services/service-deliver y-tracking-department-of-human-services-only>. Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne.
First released April 2014
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 10 Revised August 2014
Service delivery tracking online acquittal process: Frequently asked questions First published April 2014. Revised August 2014 11