Victorian Auditor-General's Office

Cenitex: Meeting Customer Needs for ICT Shared Services

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Information and communications technology (ICT) shapes service delivery and workforce productivity in the modern public service.

In July 2008, the Victorian government created Cenitex, a state-owned enterprise responsible for delivering defined customer ICT services to its departments and agencies.

We examined whether Cenitex’s performance meets customer needs, expectations and service levels targets for service availability and ICT support; and if it is effectively identifying and managing current and future challenges.

The Victorian Government ICT Dashboard

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In March 2016 the Department of Premier and Cabinet launched the Victorian Government ICT Dashboard for public sector ICT projects valued at more than $1 million. In this audit we examined whether transparency in government ICT investments has improved since the development of the ICT Dashboard.

State Purchase Contracts

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This audit will determine whether state government agencies are realising benefits in procurement through use of state purchase contracts.

Appendix B. Performance management framework for myki

Public Transport Victoria (PTV) has developed a performance framework for the new contract comprising 34 key performance indicators (KPI) with an additional four optional KPIs. The KPIs are divided into five 'layers', according to their purpose in the performance regime. This is outlined in Figure B1.

Figure B1

Performance management framework under the new ticketing contract

Performance requirement layer

Purpose

Number of KPIs

Incentive payment or abatement

Appendix A. Audit Act 1994 section 16—submissions and comments

We have consulted with the Department of Education and Training, Local Government Victoria, Municipal Association of Victoria, Public Transport Victoria and the Department of Treasury and Finance, and we considered their views when reaching our audit conclusions. As required by section 16(3) of the Audit Act 1994, we gave a draft copy of this report, or relevant extracts, to those agencies and asked for their submissions and comments. We also provided a copy to the Department of Premier and Cabinet.

3 Operational Effectiveness of the myki Ticketing System

3.1 Context

The myki ticketing system is a stored-value smartcard system that allows passengers to pay for travel on metropolitan trains, trams and buses, V/Line commuter trains and some regional town buses. It was first introduced in Victoria in 2008, replacing the magnetic-stripped Metcard tickets for metropolitan public transport by late 2012. The first myki contract expired in 2016 and the government entered into a new $700 million seven-year contract in July 2016 for the operation of the myki ticketing system.

2 Effectiveness of Support for Local Government

2.1 Context

Victoria's 79 local councils provide a wide range of services to their communities and are responsible for managing significant assets and infrastructure. Individual councils have varying needs for support, depending on factors such as location, demographics, and council capacity.

Both the Municipal Association of Victoria (MAV) and Local Government Victoria (LGV) provide support to councils to help them carry out their duties efficiently and improve service delivery for local residents.

Audit overview

This report follows up on three performance audits we completed in 2014–15. Performance audits focus on the efficiency, economy and effectiveness of public sector entities, and include recommendations to improve the management and delivery of public services.

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