The Human Services’ Quality Framework was selected for audit due to the large value of payments to which it applied and to determine whether the purpose of the framework had been met. Having been in place for five years, it was timely to undertake an audit focusing on the design, implementation and effectiveness of the framework.

To form a conclusion against the audit objective, the ANAO adopted the following high-level criteria:

• Did Human Services effectively design the Quality Framework and supporting governance arrangements?
• Has Human Services effectively implemented the Quality Framework?
• Has Human Services monitored and reported on the effectiveness of the Quality Framework and its capacity to inform continuous improvement of its services?

Human Services has been less than effective in designing and implementing a Quality Framework that achieves its strategic purpose of consistent and integrated approaches to delivering quality services. While the Framework has strengthened quality arrangements in service delivery operations where it has been comprehensively implemented, lower levels of implementation elsewhere in the department and a lack of integrated reporting on quality has limited its effectiveness in meeting core design features.

Human Services’ design of the Framework was partly effective, with a sound evidence base underpinning the key elements of the Framework but limited implementation planning. The department also has partly effective governance arrangements for the Framework, and needs to clarify the roles of the two primary governance committees, which have not discharged key responsibilities under the Framework.

The Framework has been effectively implemented in the service delivery areas of the department but less comprehensively implemented in the enabling and transformation areas. The inconsistent implementation of the Framework throughout Human Services has not necessarily compromised quality, as mature quality mechanisms are in place in business areas that have not embraced the Framework. The department has integrated the Framework into its business and risk planning governance arrangements.