Measuring ABS’ access and equity performance enables the ABS to monitor and evaluate success in our business programs and target actions to improve access for all, relevance of our products and services and the trust of providers.
3.1 Performance indicators and reporting - Agency to develop a set of Key Performance Indicators (KPIs) relating to engagement with, or outcomes of services to, culturally and linguistically diverse clients.
3.2 Feedback - Agency to have arrangements to ensure affected culturally and linguistically diverse communities are able to provide feedback on agency Multicultural Access and Equity performance.
|Action ||Accountability||Timeline ||Target|
|3.1||3.1.1 Develop a set of KPIs relating to engagement with, and outcomes of the services we provide to, culturally and linguistically diverse providers, clients and data users. ||Chief Operating Officer||By June 2014||KPIs are included and reported on in the 2013-14 ABS annual report. |
|3.1.2 Continue to effectively implement strategies, through the ABS Workplace Diversity Action Plan 2013-17, to ensure the ABS workforce reflects the diversity of the Australian community. ||Chief Operating Officer||From July 2013||The ABS workforce is representative of the Australian community. |
|3.2||3.2.1 Review current ABS feedback and complaint mechanisms to ensure accessibility for culturally and linguistically diverse groups. |
NB: Current feedback and complaint mechanisms are:
· Feedback forms on the ABS website
· The National Information Referral Service
· Survey Charter complaints resolution
|Assistant Statistician, ABS2017 Customer Services Branch ||By June 2014|
|Appropriate changes to feedback and complaint mechanisms are identified and implemented. |
|3.2.2 Consider and act on appropriate feedback from the Federation of Ethnic Communities’ Councils of Australia (FECCA) and other appropriate advisory bodies. ||Resource Centre Heads||From July 2013||Feedback provided through FECCA and other advisory bodies is incorporated into ABS work programs as appropriate.|