Indicator—Client requests During 2007-08, consistent with the previous two years, all of the Library’s primary clients (Senators’ and Members’ offices, including Ministers’ offices) used the client request service at least once—exceeding the target of 98%. For 2007–08, as noted above, there was a huge increase in online usage of the Parliamentary Library’s resources (600,000 extra uses) offset by a significant decrease (25%) in the total number of individual client requests, and the target for this measure (19,000) was not met. For 2007–08 there was also a decrease (17%) in the number of hours spent meeting client requests. This change is similar to that occurring in many other institutions. A number of further factors should be noted: Since the mid-1990s, a small decrease in client requests to Parliamentary Libraries has been suggested internationally at discussions of the IFLA Standing Committee of the Section on Research and Library Services to Parliament, together with increased use of self-help resources; The decrease in individual client requests at the Australian Parliamentary Library has continued for more than a decade; and The number of client requests generally fluctuates, in election years there are usually fewer requests. The 2008 election period and the three months immediately following the election saw significantly reduced client requests. There has been a slight change in the average number of hours spent on client requests in the past three years. In 2005-06 the average was 2.83 hours per client request, falling to 2.50 in 2006-07 and rising to 3.41 in 2007-08. Factors affecting this include the complexity of requests, time constraints from requirements of clients and the number of newer staff who are not yet fully skilled in this work. There has not been a consistent pattern of change in this area. Indicator— General briefs and publications The number of publications produced was 18% lower than the previous year, although the hours spent on publications increased (by around 3000 hours). The decrease in the number of publications
Quality indicator 2006-07 2007-08 Customer satisfaction High level of user satisfaction 82.1% Not applicable Number of user complaints 33 58 High level of critical systems availability Number and percentage of hours of systems unavailable during scheduled service hours (target: 100%): information technology infrastructure (computing services) 99.98% (unavailable for 99.99% (unavailable for 4:44hrs) information technology infrastructure (network) 99.85% (unavailable for 13:30hrs) 100% (unavailable for 1hrs) broadcast support infrastructure 99.99% (unavailable for 1:13hrs) 100% (unavailable for 0:08hrs) telecommunications infrastructure some components unavailable for 100% (unavailable for 0:00hrs) Quality indicator Measure Performance 2006-07 2007-08 Timeliness of problem resolution Percentage of support requests resolved within service standards as follows (target: 95%): immediate priority – response 15 minutes, resolution 2 hours 92.7% 90.26% high priority – response 30 minutes, resolution 4 hours 98.4% 96.18% medium priority – response 30 minutes, resolution 8 hours 98.2% 97.38% as agreed – response 60 minutes, resolution as agreed 98.5% 98.20%
an artworks conservation and acquisition program. These programs are to support the operation of Parliament into the future, while at the same time preserving the design integrity of the architecture, engineering systems, art and landscape that make up Parliament House. Performance Figure —Administered items—quality indicators Quality indicator Measure Performance 2006-07 2007-08 Extent to which design integrity is preserved Design Integrity Index (target: 90%) 90.6% 90.5% Extent to which projects meet objectives Client acknowledgement that project has delivered business objectives (target: 100% of projects) 93.8% 90.5% Findings of reviews - See paragraph 338 Extent to which the art collection is preserved Percentage of artworks conservation program achieved (target: 85%) 67% 100% Indicator—Extent to which design integrity is preserved In 2007-08, for the time, all environmental and heritage performance reporting information has been consolidated in a single part of the annual report. Part 5—Environment and heritage includes information on the Design Integrity Index. Indicator—Extent to which projects meet objectives During 2007-08 two out of 21 building projects did not meet the client’s objectives at completion. The two problems are legacy issues under the previous project delivery processes, which allowed unclear statement of requirements to be used without being properly agreed with the client. In the first case the client was dissatisfied because the system installed had a high rate of false alarms. In the second case the client was dissatisfied because a lighting control panel in a committee room did not have the required functionality and was not positioned appropriately for ease of use.
During the year, staff turnover fell by 4.1% from 19.3% in 2006-07 to 15.2% in 2007-08. The increase in age retirements from four to ten staff reflects the increasing age of the workforce. It is anticipated that this trend will continue to increase in line with the ageing population. The increase in end of temporary contracts from 19 to 31 reflects an increased use of non-ongoing employee and contractor arrangements to manage short-term increases in workloads and project activity. development and training DPS provides a range of development opportunities to staff. Following the endorsement of the DPS People Strategy 2007-2010, a corporate learning and development framework was scoped in readiness for implementation in 2008-09. DPS conducted a tender process to select a panel of training service providers to deliver training support services. The tender attracted 45 applicants, with 13 engaged under a standing offer arrangement for a three-year period. Individual development plans (IDPs) completed as part of the performance management scheme, are a key avenue for identifying development needs. In May 2008, IDPs were the source of a corporate skills development needs analysis. The results have been used to develop a training calendar that addresses high demand training needs for 2008-09. In 2007-08, DPS continued to provide training for employees in writing skills, project management and occupational health and safety responsibilities. DPS provided support for external to 42 staff members. Support included a combination of time to attend study activities and financial assistance towards compulsory costs. New studies assistance guidelines were endorsed for implementation in 2008-09. Workplace relations The focus of activity in the latter half of this year was the negotiation of a Union Collective Agreement to replace the two existing certified agreements. Both certified agreements had a nominal expiry date of .
Appendix A—Consultancy services 200708 Table : Consultancy expenditure for 2007-08 for $10,000 or more Consultant Description Contract Price Selection (Internal audits) IT Governance $13,740 Panel C Financial processing Phase one $13,196 Panel C Recruitment Processes $20,398 Panel C Security roster system $10,766 Panel C Contract management $18,843 Panel C Taxation compliance $15,881 Panel C Environmental governance $12,375 Panel C Purchasing $16,043 Panel C night shift premium $10,560 Panel C Services for Provision of art consultancy services $65,526 Open source B R D Gossip Pty Ltd Post operational review - one way road project $10,228 Direct source B Consulting Engineers Pty Ltd Lighting improvements for pedestrians at Parliament House $68,805 Open source B Hansard OHS Audit $14,575 Restricted source C Foodservice Consultants Australia Pty Ltd catering equipment assessment and replacement strategy $40,662 Direct source B Access UTS Pty Ltd Advice on pest control service requirements at Parliament $15,477 Direct source B Yarrimbah Consulting Pty Ltd S33 Review of actions re performance management assessment ratings $19,800 Restricted source A Australian Government Solicitor ADJR act advice $21,371 Panel B Consulting Pty Ltd Financial viability of the catering contracts $19,820 Direct source C
management Effectiveness of asset management Paragraphs 564 to 568 Purchasing Assessment of purchasing against core policies and principles Paragraphs 552 to 563 Consultants Summary statement detailing consultancy services contracts Paragraphs 555 to 563 and Appendix A, page 221 Competitive tendering and contracting contracts let and outcomes Paragraph 562 Australian National Office Access Clauses Absence of provisions in contracts allowing access by the Auditor-General Paragraph 562 Exempt contracts Contracts exempt from AusTender Paragraph 563 Commonwealth Disability Strategy Report on performance in implementing the CDS Paragraphs 544 to 551 Financial statements Pages 165 to 224 Other information required by legislation Occupational health and safety Paragraphs 538 to 543 Freedom of information Paragraphs 574 to 577 Advertising and market research Paragraphs 579 to 580 Ecologically sustainable development and environmental performance Paragraphs 388 to 390 Other mandatory information Discretionary grants Paragraph 578 Correction of material errors in previous annual report Paragraph 582 and 583
Global Reporting Initiative index Environmental information contained in Part 5 of the DPS Annual Report is structured using the core Global Reporting Initiative () environment performance indicators as a framework—see for more information. The is an independent institution that provides a reporting framework allowing suitable benchmarking currently used by several Commonwealth agencies—including the Department of the Environment, Water, Heritage and the Arts (DEWHA). DPS has reported against indicators relating to its specific functions since 2003-04, in separate stand-alone environmental performance reports. Previous reports are available on the DPS website at the following address: . environmental indicators Location Material indicators EN 1 Total materials use other than water, by type Paragraphs , and indicate some purchased materials with environmental impacts. Data not available on total use. EN 2 Percentage of materials used that are wastes (processed or unprocessed) from sources external to the reporting organisation. See paragraphs and . Energy indicators EN 3 Direct energy use segmented by primary source See . EN 4 Indirect energy use Indirect energy not measured. Greenhouse gas emissions from indirect energy use are in . Water indicator EN 5 Total water use See paragraph 407 Biodiversity indicators EN 6 Location and size of land leased, or managed in biodiversity-rich habitats Not applicable in 200708 EN 7 Description of the major impacts on biodiversity associated with activities and/or products and services in terrestrial, freshwater, and marine environments Not applicable in 200708. Emissions, effluents and wastes indicators EN 8 Greenhouse gas emissions See .