❓ A parliamentary question regarding the accountability and performance of a contractor delivering the Hardship Efficiency Program, and the government's response outlining issues and future plans.
AnsweredQoN 1047Legislative Council
QuestionView source ↗
OFFICE OF ENERGY — HARDSHIP EFFICIENCY PROGRAM
I refer to the hardship efficiency program. (1) What accountability measures were in place to ensure the initial contractor delivered this program on time and on budget? (2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER
I refer to the hardship efficiency program. (1) What accountability measures were in place to ensure the initial contractor delivered this program on time and on budget? (2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER
AnswerView source ↗
I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(1) What accountability measures were in place to ensure the initial contractor delivered this program on time and on budget? (2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(1) What accountability measures were in place to ensure the initial contractor delivered this program on time and on budget? (2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(2) Is this contractor still delivering the program; and, if not, for what reason? (3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(3) If there were problems with the initial contractor, when did the government become aware of these problems? (4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(4) Will this program be managed by a contractor into the future; and, if so, what new accountability measures will be put in place to ensure this program delivers on reducing the energy usage of those Western Australians struggling with the callous tariff increases of this government? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
I thank the honourable member for some notice of the question. (1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(1) I assume this question relates to the household energy audit and education services under the hardship efficiency program. Both Synergy and the Office of Energy conducted audits of the delivery of the hardship efficiency program by a third party provider recruited to deliver the program. As the provider was paid a fixed cost per audit, the program adhered to the budget. However, Synergy and the Office of Energy found that insufficient audits were being conducted in the desired time frames due to issues associated with a lack of customer interest, difficulties experienced by the provider in attempting to access customers, data integrity issues, and a high rate of turnover of assessors at the provider. (2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(2) No. In addition to concerns that arose as part of the audit, the provider decided to close its Western Australian office. (3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(3) The program was administered by Synergy on behalf of the Office of Energy. The government was not involved in the day-to-day administration of the program. (4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
(4) Hardship energy efficiency services will continue to be provided by contracted service providers. The provider currently contracted by Synergy is a non-government organisation, which is in keeping with the state government’s “Delivering Community Services in Partnership Policy”. Anecdotal feedback from service recipients regarding the quality of the service has been very positive. The framework for delivering hardship energy efficiency services is currently under review by the Office of Energy in consultation with key government and non-government stakeholders. This review will include consideration of appropriate accountability and monitoring measures for the services.
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