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4. Provider Performance Framework
Performance monitoring, assessment and improvement.
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Inclusive Employment Australia Guidelines — Part A: Administrative Requirements
Australian Government Department of Social Services
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- 1.1
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- 21 November 2025
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- 21 September 2026
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Source material: © Commonwealth of Australia 2025, Australian Government Department of Social Services, Inclusive Employment Australia Guidelines — Part A: Administrative Requirements, version 1.1. Used under the Creative Commons Attribution 4.0 International licence, subject to the exclusions in the DSS copyright notice.
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Source: Australian Government Department of Social Services, Inclusive Employment Australia Guidelines — Part A: Administrative Requirements, version 1.1, © Commonwealth of Australia 2025. Used under CC BY 4.0 (creativecommons.org/licenses/by/4.0/), subject to the DSS copyright exclusions. Official source: https://www.dss.gov.au/system/files/documents/2025-12/inclusive-employment-australia-guidelines-part-a-v11-2.docx. ServiceCite reformatted the Word document for web navigation and search; this is not an official DSS publication. Authenticated provider material is excluded; check the applicable Deed and current portal instructions before operational use.
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- Inclusive Employment Australia Provider Performance Framework
4.1 Chapter Overview
The Department will assess Provider performance using the Inclusive Employment Australia Provider Performance Framework (Performance Framework).
The Performance Framework assesses provider performance to support participants to find and maintain sustainable employment.
This Chapter outlines the Performance Framework and how the Department will assess Provider performance, including the Key Performance Indicators (KPIs).
Further information about the Performance Framework will be published on the Department’s website once finalised.
4.2 Provider performance
4.2.1 Performance monitoring and assessment
Provider performance is monitored and assessed by the Department on a regular basis and considers a range of factors. The Department assesses Provider performance against each KPI in the Performance Framework — refer to Section 4.2.2 Key Performance Indicators.
To inform the assessment of a Provider’s performance, the Department will use data collected through the Department's IT Systems, as well as information and data collected from sources, such as feedback from Participants and Employers. The handling of feedback is managed as outlined in the Deed.
The Department may provide feedback to the Provider on the Department’s assessment of its performance, including if the Department considers the Provider’s performance is such that it is likely to be in scope for an extension or non-extension of any deed terms.
The Department may periodically initiate broader reviews of the Performance Framework. Such reviews could result in the Department making changes to the Performance Framework, such as adding, removing or adjusting measures.
(Deed Reference(s): Clause 35, 52, 169)
4.2.2 Key Performance Indicators
The Key Performance Indicators for the Performance Framework are under development.
(Deed Reference(s): Clause 169.4)
4.2.3 Scoring performance
Performance reporting has been designed to promote transparency and clarity in the way Provider performance is assessed. This is achieved through the distribution of Provider Performance Scorecards.
Performance Scorecards communicate Provider performance against each KPI. They serve as a critical tool for advancing service quality and enhancing outcomes in the disability employment sector. Providers will receive a rating for each KPI. The table below details definitions for the ratings.
Rating Definitions
| Rating | Details |
|---|---|
| Exceeds | Providers are exceeding the Department’s expectations. |
| Meets | Providers are meeting the Department’s expectations. |
| Improvement Required | Providers have not fully met the Department’s expectations. Improvement actions are required or will continue. |
| Insufficient Data | Providers did not have enough participants to be able to show a score, or the score is not being measured. |
Information collected about Provider performance will also be used by Government to monitor overall program performance.
4.2.4 Release of Performance Scorecards
Performance Scorecards are released quarterly on the Department’s website.
4.3 Performance Management
The Department is committed to fostering a collaborative environment with Providers and stakeholders to support the measurement, promotion of best practice, and continuous improvement of program performance. Active engagement from Providers is essential as it enables ongoing development and contributes to the achievement of the program’s objectives.
To ensure a high standard of service delivery, the Department will regularly assess Provider performance. These evaluations are critical in identifying providers who are either exceeding or not meeting established performance benchmarks.
Providers are encouraged to review their performance regularly to gain a clear understanding of their current standing and identify areas for improvement.
Where performance falls below expectations, the Department may implement targeted actions to address identified issues.
4.3.1 Provider Performance Monitoring
The Department will monitor performance in accordance with evaluation activities and performance assessments of the Deed, including:
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performance reviews against each KPI
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random and targeted assurance activities
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ongoing monitoring of compliance against the Deed, and
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ensuring compliance and quality of service against the NSDS — refer to Part A Guidelines: Chapter 3: Provider Servicing Standards for more information about the NSDS.
(Deed Reference(s): Clause 170 and Clause 171)
4.3.2 Compliance and Performance Improvement
When a Provider first receives any compliance non-conformities or Improvement Required against the KPIs, the Department will work with the provider to identify potential causes and develop strategies for improvement.
4.3.3 Performance Improvement Plans
Where a Provider has three consecutive performance ratings of ‘Improvement Required’ for a KPI, they must initiate a Performance Improvement Plan (PIP) with the Department. The Department has discretion to ask Providers to amend PIPs as appropriate.
PIPs must describe the actions Providers will implement to improve the performance for which they have a rating of ‘Improvement Required’. At a minimum PIPs must outline:
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the Performance Framework measure, outcome(s), and indicator(s) which require improvement
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a description of areas for improvement
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actions to address the areas to improve quality
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who is responsible, and
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timeframes.
4.3.4 Performance Review and Business Reallocation
The Department will undertake formal performance assessments regularly and has the right to take corrective action if it deems the Provider's performance to be less than satisfactory at the service level.
The purpose of the formal performance assessment is to ensure Participants continue to access a highly effective and efficient service for the remainder of the Deed. Delivery of effective program services is a key factor in enabling job seekers with disability to take up appropriate employment opportunities.
The Department will exercise its discretion to discontinue services reasonably and in good faith as set out in the Deed. The Department intends to discontinue services only where it considers, based on available information, that the service cannot reasonably deliver an acceptable service to participants.
The Department has absolute discretion to take these actions, and they do not limit the other rights under the Deed or at law.
(Deed Reference(s): Clause 169.6 and Clause 170)