Appendix 7. Roles of DFaCS and Centrelink in Business Alliance Agreement 2004
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Appendix 7. Roles of DFaCS and Centrelink in Business Alliance Agreement 2004

Role

Leader

Contributor

Develop policy, including:

  • Develop and advise government on policy, program and service delivery options to achieve outcomes

  • Provide whole of government context as need

  • Manage new policy proposal and budget processes

DFaCS

Centrelink

Establish high-level implementation frameworks for approved policies and programs, including:

  • Develop and support passage of legislation

  • Develop and issue policy guidelines

  • Determine service delivery levels to be provided by Centrelink

DFaCS

Centrelink

Develop service delivery frameworks, including:

  • Determine service delivery channels, business processes and operational targets

  • Integrate services from various clients to help policy effectiveness and seamless customer experience

  • Foster service delivery innovation and efficiency

  • Build IT systems for service delivery

Centrelink

DFaCS

Develop payments and services to customers, including:

  • Implement service delivery framework

  • Target services/payments to designated customers

  • Meet service delivery levels

  • Capture transactional information

Centrelink

DFaCS

Monitor and assure performance of programs and services, including:

  • Assess achievement of operational targets

  • Analyse performance trends against expectations

  • Take action to rectify performance deficits

  • Provide agreed performance information and analyses to clients, with alerts about any unexpected trends in key measures such as outlays, customer take-up

Centrelink

DFaCS

Monitor and assure achievement of policy outcomes, including:

  • Assess performance against expected outcomes

  • Refine implementation frameworks to rectify under-performance (e.g. revise guidelines, service delivery levels)

DFaCS

Centrelink

Evaluate service delivery, including:

  • The efficiency, effectiveness and/or responsiveness of service delivery functions

  • Assess the value for money achieved through particular service delivery initiatives

Centrelink

DFaCS

Evaluate policy impact, including:

  • Analyse and advise government on achievement of service/program outputs and policy outcomes

  • Develop new policy options to meet emerging needs

DFaCS

Centrelink

Source: DFaCS/Centrelink 2004

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