Chapter 5. Performance

Supporting Documents for this Chapter:

• Performance Frameworksign-in required (sign-in required)

This Chapter sets out the modules and measures that Provider performance is monitored and assessed against, and the Self-assessment Report requirements.

The Department assesses Provider performance at the times specified in the Performance Frameworksign-in required (sign-in required) and at such other times as the Department determines.

The Department will measure provider performance against 3 performance modules:

• Efficiency of service

• Quality of service

• Deed compliance and contract management.

Performance is assessed using administrative data from the Department’s IT Systems, stakeholder feedback, including Participants, Employers, and Referring Providers, evidence from the Provider in the self-assessment report, and through ongoing contract management and assurance activities.

If the Department determines at any time that a Provider's performance is less than satisfactory, the Provider may be subject to performance management. This could include issuing a Performance Improvement Plan (PIP) or taking other corrective actions the Department is authorised to take under the Deed.

Providers must implement agreed actions promptly and appropriately to address identified performance issues. The Department will then review any performance management measures, including a PIP, to determine whether the required improvements have been achieved.

As more administrative data becomes available and program norms under the contract are established, additional performance measures may be defined.

The Performance Frameworksign-in required (sign-in required) provides more detailed information on the performance measures.

(Deed Reference(s): Clauses 5.1, 28)

The Self-assessment Report seeks information from Providers about how they have engaged stakeholders, including Participants, Employers, and Referring Providers, and used their feedback to tailor and improve the delivery of Services. It is also an opportunity for Providers to demonstrate how they are meeting the Service Offer Commitments.

Providers must complete and submit to the Department, in accordance with the Key Contacts Protocol, a Self-assessment Report after the end of each Performance Period and or at such other times as the Department determines.

The Department will provide relevant performance data information and the Self-assessment Report template to each Provider after the end of each Performance Period. The data and information will support Providers to complete their Self-assessment Report and to submit it within the required timeframe.

The use of the Self-assessment Report template is mandatory.

• Documentary evidence — Providers must retain the completed Self-assessment Report.

(Deed Reference(s): Clauses 5.1, 28, 95.1)