Performance Reporting

Part two

Performance Reporting
Outcome 1 Greater self-reliance and economic, social and community engagement for Indigenous Australians
Outcome 2 Seniors, people with disabilities, carers, youth and women are supported, recognised and encouraged to participate in the community
Outcome 3 Families and children have choices and opportunities
- Output Group 3.1: Support for families
- Output Group 3.2: Child support
Outcome 4 Strong and resilient communities

Output Group 3.1: Support for families

Administered Items:

Family Relationships
- Family Relationship Services Program
- Family and Youth Support (National Illicit Drugs Strategy)
- Family Violence Partnership Program
- Family Violence Regional Activities Program
Parenting
- Stronger Families and Communities Strategy—Families Initiatives
- Communities for Children
- Invest to Grow
- Child Abuse Prevention
- Services for Families with Children
- Indigenous Children
- Indigenous Parenting Support Services
- Expansion of Playgroups for Indigenous Families Initiative
- Early Development and Learning Services
Double Orphan Pension
Family Tax Benefit

Family Tax Benefit Part A
Family Tax Benefit Part B

Maternity Immunisation Allowance
Baby Bonus (formerly Maternity Payment)
Welfare Payment Reform—child protection and school attendance

Departmental outputs:

Policy services and program management
Service delivery

Family Relationships

The Government provides funding for services, available to all Australian families, aimed at promoting healthy, resilient relationships through times of family change and stress. Services funded under the Family Relationships appropriation provide support such as counselling, education and skills acquisition, information, referral and assessment as appropriate to the needs of individual families. These services also incorporate special circumstance programs, such as drought counselling.

Price
Estimate	$77.413m
Actual	$74.544m

Family Relationship Services Program

The Family Relationships Services Program (FRSP) is administered by FaHCSIA and jointly funded by FaHCSIA and the Attorney‑General’s Department. The program supports positive family relationships by providing a range of services to minimise the emotional, social and economic costs associated with disruption to family relationships.

Cost indicator: Average cost per client
Estimate	Less than $800	The variance is -$269. The average cost of services is reduced, as service providers can charge fees for some clients and reinvest in the program to see more clients. This figure represents a higher number of clients seen through the fee charging policy.
Actual	$531

Cost indicator: Average cost per session
Estimate	Less than $450	The variance is -$104. The average cost of a session has been reduced, as service providers can charge fees and reinvest in the program and see more clients. This figure represents a higher number of clients seen through the fee charging policy.
Actual	$346

Effectiveness-capacity indicator: Percentage of clients recording improvement in their presenting relationship issue
Estimate	80%	The variance is +18 per cent. This is the first time we have measured a change of improvement in presenting need. Previously, only client satisfaction of the services was measured. 34,000 clients completed the feedback form, which indicated a higher response than was estimated.
Actual	98%

Quality assurance indicator: Percentage of service providers meeting Family Relationship Services program approval requirements
Estimate	90%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	90%

Quantity indicator: Number of clients
Estimate	140,000	The variance is +8,413 clients. Service providers are allowed to charge a fee for some services, which they reinvest in the program. The higher number of clients is a consequence of the fee charging policy, but varies each year according to demand.
Actual	148,413

Quantity indicator: Number of sessions provided
Estimate	280,000	The variance is -106,936. In previous years the total number of sessions across FRSP, which includes services funded by the Attorney-General's Department, has been reported. The figure of 173, 064 represents only those sessions conducted by Early Intervention Services providers.
Actual	173,064

Family and Youth Support (National Illicit Drugs Strategy)

The Family Relationships Services Program (FRSP) is administered by FaHCSIA and jointly funded by FaHCSIA and the Attorney-General's Department. The program supports positive family relationships by providing a range of services to minimise the emotional, social and economic costs associated with disruption to family relationships.

Quantity indicator: Number of families assisted directly and indirectly
Estimate	5,000	The variance is +21. The actual result was similar to the estimate indicated in the 2007–08 FaHCSIA Portfolio Budget Statements.
Actual	5,021

Family Violence Partnership Program

The Family Violence Partnership Program is an initiative of COAG. It supports state and territory governments to achieve sustainable reduction and prevention of family violence and child abuse in Indigenous communities. This is achieved through collaboration between all levels of government, jurisdictions and communities.

Effectiveness-capacity indicator: Percentage of partnership agreements executed with state and territory governments assessed as meeting the relevant outcomes of the program
Estimate	100%	The variance is -3 per cent. 1 of the 32 projects has been delayed and has not yet received funding.
Actual	97%

Quality assurance indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	100%	The variance is -25 per cent. 24 of the 32 projects have met all milestones.
Actual	75%

Family Violence Regional Activities Program

The Family Violence Regional Activities Program is an ongoing initiative that provides practical and flexible support for grassroots projects identified by Indigenous communities as a local priority, to address family violence and child abuse. The program aims to increase awareness of family violence issues and improve the capacity for Indigenous communities to develop sustainable solutions to family violence and child protection issues.

Effectiveness-capacity indicator: Percentage of funded services assessed as meeting the relevant outcomes of the program
Estimate	100%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality assurance indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	90%	The variance is -6 per cent. The actual result is similar to the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements. 37 of the 44 projects have met all milestones.
Actual	84%

Parenting

The Australian Government promotes and supports the positive development and wellbeing of all children in their early years, with a focus on vulnerable children. This administered item monitors the responsiveness of child and parent support services and is made up of the following components: Stronger Families and Communities Strategy—Families Initiatives, Child Abuse Prevention, Services for Families with Children and Indigenous Children.

Price
Estimate	$77.198m
Actual	$73.732m

Stronger Families and Communities Strategy-Families Initiatives

The Stronger Families and Communities Strategy—Families Initiatives is an Australian Government initiative aimed at strengthening families and communities by working with them to identify solutions to their local issues. The strategy focuses on early childhood through early intervention, prevention and capacity-building initiatives. The two streams of the strategy are:

Communities for Children

The Communities for Children program provides funding for local early childhood initiatives in 45 disadvantaged communities across Australia. The program facilitates non‑government organisations to work with local stakeholders to deliver early childhood development programs and services.

Invest to Grow

Invest to Grow aims to ensure best practice in early childhood development, by building the Australian evidence base about what works in prevention and early intervention in early childhood. The program also funds the development of tools and resource materials for use by families, professionals and communities in supporting families and young children.

Effectiveness-capacity indicator: Percentage of Communities for Children sites that have the social coalition model applied to achieve better outcomes for children
Estimate	100%	The actual result was the same as the estimate indicated in the 2007–08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Effectiveness-targeting indicator: Percentage of projects that provide deliverables against one or more of the following four key action areas: healthy young families, early learning and care, supporting families and parents, and child-friendly communities
Estimate	100%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality-assurance indicator: Percentage of funded established and developing programs meeting milestones agreed with FaHCSIA
Estimate	100%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality-assurance indicator: Percentage of funded established and developing programs with evaluations underway
Estimate	100%	The actual result was the same as the estimate indicated in the 2007–08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quantity indicator: Number of established and developing programs funded
Estimate	23	The variance is -3. Three programs finished earlier than 2007-08.
Actual	20

Quantity indicator: Number of tools and resources facilitating the sharing and dissemination of information to support early childhood development
Estimate	16	The variance is -10. 10 projects were finished earlier than 2007-08.
Actual	6

Quantity indicator: Percentage of tools and resources facilitating the sharing and dissemination of information to support early childhood development meeting milestones agreed with FaHCSIA
Estimate	85%	The variance is +15 per cent. All projects are delivering on their milestones.
Actual	100%

Child Abuse Prevention

The Government funds a number of organisations and groups that work at the national level to support the prevention of child abuse and neglect. These organisations are funded to provide policy advice and information on child protection activities, and early intervention support for children and families at risk of child abuse.

This includes the Responding Early Assisting Children (REACh) program, which provides funding to services that offer early intervention support for families experiencing disadvantage in their children’s early years, and/or at key transition phases where children and families are at risk of child abuse and neglect. The program focuses on prevention, developing resilience in families and children and promoting successful transitions for children in vulnerable families. Activities funded through the program include parenting education, home visits by counsellors, family support, playgroups, mentoring and community development.

Effectiveness-capacity indicator: Percentage of funded projects assessed as meeting the outcomes of the program
Estimate	100%	The variance is -2 per cent. 1 service was assessed as not meeting the relevant REACh objectives and was not offered further funding.
Actual	98%

Quality-assurance indicator: Percentage of completed funded projects delivering outputs agreed with FaHCSIA
Estimate	90%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	90%

Quality-assurance indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	90%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	90%

Services for Families with Children

The Government encourages and facilitates a national approach to parenting and early childhood intervention. Funding is provided to support children, parents and families who are experiencing multiple crises.

Effectiveness-capacity indicator: Number of times the site has been viewed per year on the national playgroups web site
Estimate	50,000	The variance is +310,000. During 2007–08, the web server was updated, allowing for more comprehensive and accurate data on usage.
Actual	360,000

Effectiveness-capacity indicator: Percentage of families with children under 5 years of age participating in playgroups funded by the Playgroups Program
Estimate	15%	The variance is -4 per cent. The 15 per cent target has been an ongoing indicative estimate. The achievement in 2006-07 was 10 per cent and has increased by 1 per cent in 2007-08.
Actual	11%

Quality-assurance indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	90%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	90%

Indigenous Children

The Indigenous Children Program (ICP) was formed in January 2006 as a merger of the Aboriginal and Islander Child Care Agency Program and Indigenous Parenting and Family Wellbeing Program. The ICP delivers outcomes through early interventions and prevention programs and services, including: improving children’s access to care, resources and support; better parenting support for children; and strengthened social and community networks and connections.

Indigenous Parenting Support Services

Indigenous Parenting Support Services (IPSS) is part of the Government’s election commitment: Early Learning and Development Services—Parenting Support for Indigenous Families. This $16.6 million initiative will strengthen parenting skills and support the development, learning and wellbeing of Indigenous children. The services will be integrated into existing platforms, such as child care centres, schools, Aboriginal health centres, and other related services, to provide Indigenous families with access to enhanced parenting support. The election commitment was announced as part of the New Directions—An Equal Start in Life for Indigenous Children policy.

IPSS will increase the number of Indigenous families and children that have access to parent-child services, with particular focus on families with children aged zero to two years. These services will be offered to Indigenous families in safe and informal settings, and referrals to other services will be provided as required. They will help Indigenous parents overcome barriers to good family relationships and support them through their children’s transitions to child care, pre‑school and primary school.

Expansion of Playgroups for Indigenous Families Initiative

The 2007–08 Budget included Expansion of Playgroups for Indigenous Families (EPIF) funding of an additional $13.8 million over four years to the Playgroup Program. This measure includes expansion of the current Intensive Support Playgroup (ISP) model, which delivers mobile facilitated playgroup services across a number of sites.

The expansion provided $4.264 million of administered funds for six additional ISPs in regional Australia and $1.415 million of administered funds to increase funding to nine current ISP sites which service Indigenous communities.

In addition, $5.783 million of administered funds were provided for the introduction of the Locational Supported Playgroup (LSP) model, which will extend the flexibility of the Playgroup Program. This model will provide longer‑term support in order to build the capacity and effectiveness of parents and caregivers in vulnerable communities. A total of 30 LSPs will be implemented over the next four years for Indigenous families in regional Australia.

Effectiveness-capacity indicator: Percentage of funded projects assessed as meeting the relevant Indigenous Children program objectives
Estimate	100%	The variance is -11 per cent. 4 services were assessed as not meeting the objectives of the program and funding to these services was not offered for 2008-09.
Actual	89%

Quality assurance indicator: Percentage of funded projects delivering outputs agreed with FaHCSIA
Estimate	90%	The variance is -10 per cent. 4 services were assessed as not delivering the outputs of the program and funding to these services was not offered for 2008-09.
Actual	80%

Quality assurance indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	90%	The variance is -10 per cent. 4 services were assessed as not meeting the milestones of the program and funding to these services was not offered for 2008-09.
Actual	80%

Early Development and Learning Services*

Quantity indicator: Percentage of funded projects meeting milestones agreed with FaHCSIA
Estimate	100	Funding agreements commenced in June 2008. Data is not yet available, as first reporting is not due until January 2009.
Actual	N/A

Quantity indicator: Number of parenting support services funded
Estimate	4	The variance is +4. As a result of consultation with the FaHCSIA state offices, it was established that more services were able to be funded in 2007-08.
Actual	8

Quantity indicator: Number of families accessing the parenting support services
Estimate	100	Funding agreements commenced in June 2008. Data is not yet available as first reporting is not due until January 2009.
Actual	N/A

* These performance indicators are taken from the 2007-08 FaHCSIA Portfolio Additional Estimates Statements

Double Orphan Pension

Double Orphan Pension provides non means-tested financial assistance to guardians or approved care organisations in meeting the costs of caring for double orphans. A double orphan is a child whose parents or adoptive parents have died, or who has one parent deceased and who cannot have contact with the other for reasons such as the parent being in prison for at least 10 years, or because the other parent’s whereabouts are unknown.

Price
Estimate	$3.013m
Actual	$3.038m

Quantity indicator: Number of children in respect of whom the Double Orphan Pension is paid
Estimate	1,800 children	The variance is +100. The actual result was similar to the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	1,900 children

Quantity indicator: Number of families receiving Double Orphan Pension
Estimate	1,300 families	The variance is +100. The actual result was similar to the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	1,400 families

Family Tax Benefit

Family Tax Benefit Part A

Family Tax Benefit (FTB) Part A helps families with the cost of raising dependent children. It is paid to families for children up to 21 years of age and for young people between 21 to 24 years of age who are studying full‑time and not receiving Youth Allowance or a similar payment.

Price
Estimate	$10,772.848m
Actual	$10,706.700m

Family Tax Benefit Part B

Family Tax Benefit (FTB) Part B provides extra assistance to families with one main income, including single parents. It is paid to families with a youngest child under 16 years of age and to families with a youngest child aged 16 to 18 years studying full‑time. From 1 July 2008, the payment is only available to families where the primary income earner in a couple, or a single parent, has income of $150,000 per annum or less.

Price
Estimate	$3,324.490m
Actual	$3,437.158m

Effectiveness-take up/coverage indicator: Number of families entitled to FTB who claim and receive their entitlement within the three year period allowed for their claim
Estimate	Approximately 2.2m families	The actual result was the same as the estimate indicated in the 2007–08 FaHCSIA Portfolio Budget Statements.
Actual	2.2m families

Table 2.13 Quality-access and choice indicator: Percentage of customers choosing fortnightly payments compared with end of year lump sum, through either the taxation system or Centrelink
	Number of customers	Per cent of customers
Tax Office lump‑sum payments	154,164	7%
Centrelink lump‑sum payments	62,503	3%
Centrelink fortnightly payments	1,876,044	90%

Note: Payment information refers to customers who received assistance for the 2006-07 financial year as at the end of June 2008. Customers who claimed assistance using more than one payment method during the year could be included in more than one of the above categories. For example, a customer may have received fortnightly payments from Centrelink for part of the year, as well as a lump-sum payment through the taxation system.

Quality Assurance Indicator: Percentage of FTB claims finalised within 21 days of lodgement
Estimate	90.5%	The variance was -0.05 per cent. The actual result was similar to the estimate indicated in the 2007-08 Portfolio Budget Statements.
Actual	90.0%

Table 2.14 Quantity indicator-Number of recipients of Family Tax Benefit: FTB Part A maximum rate (with and without income support), broken rate, base rate, below base, FTB Part A with Rent Assistance (RA) and quantity indicator: FTB Part A with Multiple Birth Allowance: FTB Part A with Large Family Supplement
Number of fortnightly Family Tax Benefit recipients 2007-08
Payment	Families	Children
FTB Part A
Maximum rate with income support	414,000	790,000
Maximum rate without income support	195,000	349,000
Broken rate	512,000	1,126,000
Base rate	515,000	904,000
Below base rate	97,000	215,000
Total FTB Part A	1,734,000	3,384,000
FTB Part A with Rent Assistance	380,000	739,000
FTB Part B
Maximum rate sole parents	588,000	1,011,000
Maximum rate couples	328,000	711,000
Broken rate couples	443,000	927,000
Total FTB Part B	1,359,000	2,649,000
Total fortnightly FTB customers	1,811,000	3,532,000
Large Family Supplement	367,000	1,246,000
Multiple Birth Allowance	950	3,700

Note: Figures are for customers paid on a fortnightly basis as at 27 June 2008, based on income estimates, and do not include customers claiming through the tax system. A customer can receive FTB Part A, FTB Part B and Rent Assistance at the same time.

Quantity indicator: Number of recipients of FTB Part A maximum rate (with and without income support), broken rate, base rate, and below base rate
Estimate	Eligible customers who were paid: FTB Part A maximum rate—with income support 444,000 families Without income support 198,000 families Broken rate 520,000 Base rate 523,000 Below base rate 87,000	The variances are: -30,000 for maximum rate income support customers, -3,000 for maximum rate non-income support customers, -8,000 Broken rate customers, -8,000 for base rate customers and +10,000 for below base rate customers. These variances are most likely the result of higher customer incomes.
Actual	Eligible customers who were paid: FTB Part A maximum rate—with income support 414,000 families Without income support 195,000 families Broken rate 512,000 Base rate 515,000 Below base rate 97,000 Total FTB Part A 1,734,000 families

Quantity indicator: FTB Part A with Rent Assistance (RA), Multiple Birth Allowance, and Large Family Supplement
Estimate	FTB Part A with RA 379,000 FTB Part A with Multiple Birth Allowance 330 FTB Part A with Large Family Supplement 381,000	The variances are: +1,000 for FTB Part A RA recipients, +620 for Multiple Birth Allowance recipients and –14,000, for Large Family Supplement recipients. The large increase in Multiple Birth Allowance recipients resulted due to a policy change on 1 January 2008 that raised the age at which entitlement to Multiple Birth Allowance ceased.
Actual	FTB Part A with RA 380,000 FTB Part A with Multiple Birth Allowance 950 FTB Part A with Large Family Supplement 367,000

Quantity indicator: FTB Part B maximum rate for sole parents and couples and broken rate for couples
Estimate	FTB Part B maximum rate—sole parents 590,000 Couples 356,000 Broken rate FTB (B) 434,000	The variance is –2,000, –28,000 and +9,000 for FTB Part B sole parents, couples and broken rate recipients respectively. These variances are most likely the result of higher customer incomes.
Actual	FTB Part B maximum rate—sole parents 588,000 Couples 328,000 Broken rate FTB (B) 443,000 Total FTB Part B 1,359,000 families

Maternity Immunisation Allowance

Maternity Immunisation Allowance is a one-off lump sum payment for children immunised to the level recommended for an 18-month-old child. The payment must be claimed on or before the child's second birthday and is not means-tested. From 1 January 2009, the Maternity Immunisation Allowance will be paid in two instalments instead of one lump sum and eligibility will be extended to children aged 2-16 years who are adopted from overseas.

Price
Estimate	$61.853m
Actual	$61.290m

Quantity indicator: Number of children in respect of whom Maternity Immunisation Allowance is paid
Estimate	255,000 children	The variance is +10,000. The actual figure reflects a higher demand for the program than anticipated.
Actual	265,000 children

Quantity indicator: Number of families receiving Maternity Immunisation Allowance
Estimate	250,000 families	The variance is +10,000. The actual figure reflects a higher demand for the program than anticipated.
Actual	260,000 families

Baby Bonus

Baby Bonus is a flat-rate payment made to families following the birth of a baby or adoption of a child up to two years old. The payment recognises the extra costs associated with the birth or adoption of a child and is not income tested. Although usually paid as a lump sum, in cases where family assistance is income managed or where claimants are under 18 years of age, the payment can only be paid in instalments. Parents must apply to register the baby’s birth to be eligible for the Baby Bonus.

On 1 July 2008, the Baby Bonus increased from $4,258 to $5,000. From 1 January 2009, it will be income tested and paid in 13 fortnightly instalments. The payment will also be available for adopted children up to the age of 16 years.

Price
Estimate	$1,225.658m
Actual	$1,213.174m

Quantity indicator: Number of children in respect of whom Maternity Payment/Baby Bonus is paid
Estimate	310,000 children	The variance is –20,000. The actual figure reflects a lower demand for the program than estimated.
Actual	290,000 children

Quantity indicator: Number of families receiving Maternity Immunisation Allowance
Estimate	305,000 families	The variance is –20,000. The actual figure reflects a lower demand for the program than estimated.
Actual	285,000 families

Policy services and program management

Price
Estimate	$38.208m
Actual	$37.398m

Quality-assurance indicator: Research and evaluation is of a high standard (timely, fulfils terms of reference, complete, methodologically sound) and contributes to policy understanding and development
Estimate	100%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality-assurance indicator: Service agreements/contracts that meet legislative, government policy and departmental requirements are in place with all service providers
Estimate	100%	The actual result was the same as the estimate indicated in the 2007–08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality-assurance indicator: Service providers meet terms and conditions of funding
Estimate	100%	The variance is -20 per cent. Difficulties existed with the delivery of certain sections of the Indigenous programs. After an assessment of capacity, select organisations were provided with professional support. Those organisations still not meeting requirements were not offered funding in 2008-09.
Actual	80%

Quality-client satisfaction indicator: Ministers and their offices are satisfied with the quality of policy advice and Department meets standards for policy advice
Estimate	100%	Ministers and their offices did not provide feedback on individual output groups, but did provide feedback on departmental performance as a whole. Further information on ministerial and parliamentary services can be found in Part 3 of this report.

Quantity indicator: Major pieces of research and evaluation completed
Estimate	5	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	5

Quantity indicator: Number of contracts/service agreements for provision of services to FaHCSIA to support programs
Estimate	15	The variance is -5. The actual result was similar to the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements
Actual	15

Quantity indicator: Number of contracts/service agreements with community organisations under management for delivery of services to the community
Estimate	422	The variance is -46. Under the joint FRSP, the total number of funding agreements and service providers under management includes both FaHCSIA and the Attorney-General's Department. To reduce red tape for the sector, organisations that had more than 1 funding agreement under the FRSP were offered the opportunity to combine them under one integrated funding agreement with a number of schedules. Not all services elected to take up this offer.
Actual	376

Quantity indicator: Number of service providers under management
Estimate	422	The variance is -125. Under the joint FRSP, the total number of funding agreements and service providers under management includes both FaHCSIA and the Attorney-General's Department. To reduce red tape for the sector, organisations that had more than one funding agreement under the FRSP were offered the opportunity to combine them under one integrated funding agreement with a number of schedules. Not all services elected to take up this offer.
Actual	297

Quantity indicator: Number of items to Ministers' offices
Estimate	1,200 items of ministerial correspondence 300 submissions and briefings	Ministers and their offices did not provide feedback on individual output groups, but did provide feedback on departmental performance as a whole. Further information on ministerial and parliamentary services can be found in Part 3 of this report.

Service Delivery

Price
Estimate	$386.864m
Actual	$378.668m

Quality-assurance indicator: Service providers deliver services to the standards agreed with FaHCSIA
Estimate	100%	The actual result was the same as the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	100%

Quality-client rights and obligations indicator: Control of incorrect payment and fraud: savings in administered items arising from compliance activities
Estimate	$1.2 m fortnightly savings $8.5m annually for debts	The variance is $770,000 in fortnightly savings and -$3.52m annually for debts. This is attributable to improved monitoring and controls on incorrect payments, leading to earlier detection of incorrect payments resulting in a lower overall debt amount.
Actual	$1.97 m fortnightly savings $4.98m annually for debts

Quantity indicator: Number of Family Assistance Office claims received by each of the partner agencies; Australian Tax Office (ATO), Centrelink and Medicare Australia
Estimate	Estimate 1,260,000 claims: ATO 12% of claims (around 150,000 claims) Centrelink around 60% of claims (around 760,000 claims) Medicare Australia 28% of claims (around 350,000)	The actual results are similar to the estimates indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	1,297,000 claims: ATO 12% of claims (around 154,000) Centrelink 56% claims (around 766,000 claims) Medicare 32% of claims (around 359,000 claims)

Quantity indicator: Total number of Family Assistance Office (FAO) Customer Service Centres
Estimate	589 Customer Service Centres, comprising: 331 Centrelink Customer Service Centres 20 ATO access sites 238 Medicare Australia sites	The number of FAO Customer Service Centres was similar to the estimate indicated in the 2007-08 FaHCSIA Portfolio Budget Statements.
Actual	596 Customer Service Centres, comprising: 337 Centrelink Customer Service Centres 21 ATO access sites 238 Medicare Australia sites

Table 2.15 Reviews and appeals-Output Group 3.1
Client rights and obligations indicator: Percentage of reviews and appeals where the original decision is changed
Payment type	Authorised review officers		Social Security Appeals Tribunal		Administrative Appeals Tribunal
Payment type	Reviews finalised	Percentage changed	Reviews finalised	Percentage changed	Reviews finalised	Percentage changed
Double Orphan Pension	13	7.7%	5	20.0%	1	0.0%
Family Allowance	11	27.3%	6	0.0%	3	0.0%
FTB	3,434	33.5%	795	33.6%	185	24.3%
FTB A	1,278	39.7%	81	39.5%	18	22.2%
FTB B	60	33.3%	4	50.0%	0	0.0%
Maternity Allowance	5	20.0%	1	0.0%	2	100.0%
Maternity Immunisation Allowance	70	31.4%	9	0.0%	3	0.0%
Maternity Payment	142	25.4%	52	15.4%	18	16.7%
Baby Bonus	216	12.0%	40	17.5%	0	0.0%

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