❓ A parliamentary question regarding problems with the Department of Housing's head contractor model for maintenance is answered with assurances of improvements, strengthened controls, and positive audit findings, while acknowledging ongoing work to address identified action items.
AnsweredQoN 8814Legislative Assembly
QuestionView source ↗
I refer to significant problems with the implementation of the Department of Housing's head contractor model of housing maintenance, and I ask can the Minister please list all new measures that have been introduced specifically in response to identified problems with the implementation of the head contractor model, and specifically what that response is designed to target/improve or prevent?
AnswerView source ↗
Answered
6 November 2012
Responded by
Minister for Housing
Response time
40 days
The Department of Housing advises:
The Department has strengthened controls over payments and quality assurance business processes, along with implementing an interface between the Department and the Head Contractors' information systems. Stability around business processes has been achieved, customer complaints have fallen significantly, vacant property numbers have returned to long term historical averages, overdue job numbers have fallen and timeliness in completion of works has improved.
The recent KPMG and Office of the Auditor General (OAG) audits have identified a number of action items which, in accordance with standard practice following an audit, the Department will progress based on timelines and outcomes agreed between the Department and the relevant auditing body. The Department has accepted the recommendations of both audits as constructive and is currently developing a series of work packages which will address the action items.
The broader findings of the OAG report were that:
most of the significant problems arising from the initial implementation have been resolved
day to day maintenance processes are now functioning as intended
the interface between the Department and Head Contractors' information systems is working
stability has been achieved
the control arrangements now in place are adequate and fully operational
controls over payment of job orders are adequate
· no evidence of fraud has been found. The risk of fraud in Housing Maintenance existed before the Housing Contact Maintenance Model (HCMM) was implemented and that the HCMM potentially offers improvements over previous arrangements
customer complaints have fallen significantly
vacant property numbers have returned to long term historical averages
overdue job numbers have fallen and timeliness has improved.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
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The Department has strengthened controls over payments and quality assurance business processes, along with implementing an interface between the Department and the Head Contractors' information systems. Stability around business processes has been achieved, customer complaints have fallen significantly, vacant property numbers have returned to long term historical averages, overdue job numbers have fallen and timeliness in completion of works has improved.
The recent KPMG and Office of the Auditor General (OAG) audits have identified a number of action items which, in accordance with standard practice following an audit, the Department will progress based on timelines and outcomes agreed between the Department and the relevant auditing body. The Department has accepted the recommendations of both audits as constructive and is currently developing a series of work packages which will address the action items.
The broader findings of the OAG report were that:
most of the significant problems arising from the initial implementation have been resolved
day to day maintenance processes are now functioning as intended
the interface between the Department and Head Contractors' information systems is working
stability has been achieved
the control arrangements now in place are adequate and fully operational
controls over payment of job orders are adequate
· no evidence of fraud has been found. The risk of fraud in Housing Maintenance existed before the Housing Contact Maintenance Model (HCMM) was implemented and that the HCMM potentially offers improvements over previous arrangements
customer complaints have fallen significantly
vacant property numbers have returned to long term historical averages
overdue job numbers have fallen and timeliness has improved.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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