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National Audit Office Report By The Comptroller And Auditor General Management Of Telephone Services
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Book Synopsis Transforming NHS ambulance services by : Great Britain: National Audit Office
Download or read book Transforming NHS ambulance services written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2011-06-10 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Department of Health has until recently been focusing on speed of response as a measure of performance of the ambulance service, rather than on clinical outcomes for patients. The ambulance service achieves high levels of public satisfaction but there are wide variations in ambulance trusts' efficiency and the NAO concludes that the system has not delivered the best value for money to date. The 8-minute response target, intended for the most seriously ill patients, is one of the most demanding in the world. However, its application has skewed ambulance trusts' approach to performance measurement and management. The target is also applied to a much wider group of patients than intended. The report identifies various inefficiencies in the system, with cost per incident varying between £176 and £251. There is scope across the urgent and emergency care system to make more of different ways of responding to patients, such as clinical advice to callers over the phone and taking patients to minor injuries units rather than A&E departments. If all 11 trusts adopted the best practice currently being used in at least one trust, the NHS could save £165 million a year. The elements of the emergency care system are not yet fully integrated and this leads to delays in turnaround times at hospital A&Es. Over one-fifth of patient handovers take longer than the recommended 15 minutes. The new clinical quality indicators introduced from April offer the potential for a fuller measurement of performance based on outcomes.
Book Synopsis Standards for Internal Control in the Federal Government by : United States Government Accountability Office
Download or read book Standards for Internal Control in the Federal Government written by United States Government Accountability Office and published by Lulu.com. This book was released on 2019-03-24 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: Policymakers and program managers are continually seeking ways to improve accountability in achieving an entity's mission. A key factor in improving accountability in achieving an entity's mission is to implement an effective internal control system. An effective internal control system helps an entity adapt to shifting environments, evolving demands, changing risks, and new priorities. As programs change and entities strive to improve operational processes and implement new technology, management continually evaluates its internal control system so that it is effective and updated when necessary. Section 3512 (c) and (d) of Title 31 of the United States Code (commonly known as the Federal Managers' Financial Integrity Act (FMFIA)) requires the Comptroller General to issue standards for internal control in the federal government.
Book Synopsis National Offender Management Service by : Great Britain. National Audit Office
Download or read book National Offender Management Service written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2009 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maintaining prisons at a safe and acceptable standard is an expensive and complex undertaking. This National Audit Office investigation of maintenance and upkeep of the UK prisons finds that the National Offender Management Service Executive Agency (NOMS) has obtained good value for money from its expenditure on prison maintenance. In spite of an increasing prisoner population - over 73,000 people held in custody in public sector prisons in England and Wales in 2007-08 - spending has been kept at around £320 million in recent years. Nevertheless, the Agency Service could improve its plans for maintaining assets over their economic life and how it manages risks to the effective utilisation of its assets.
Book Synopsis Customer Service Performance by : Great Britain: National Audit Office
Download or read book Customer Service Performance written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2012-12-18 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report recognizes that HMRC has restored customer service levels from a low point in 2010, when problems with the new National Insurance and PAYE system increased the number of queries. HMRC has now dealt with long-term backlogs by employing 2,500 temporary staff, enhancing phone technology and improving productivity. In 2011-12, HMRC answered 74 per cent of phone calls, against an interim target of 58 per cent. This level of service is nevertheless low. So far in 2012-13, HMRC has improved its handling of post but its performance in handling calls has been varied. Depending on the tariff they pay their phone company, customers are charged from when their call is connected even if they are held in a queue. The NAO estimates that it cost customers £33 million in call charges while they are in the queue. Most of HMRC's numbers are still 0845 numbers which result in high call charges for some customers. It is, however, investigating alternatives. NAO analysis indicates that, by the end of 2012-13 and through 2013-14, HMRC could achieve its target of answering 90 per cent of calls. However, by 2014-15, HMRC will have reduced numbers of contact centre staff so will need to redeploy large numbers of back-office processing staff to answer telephones. There is also uncertainty about the impact on call volumes of large-scale changes, such as the introduction of Real Time Information and the transition to universal credit.
Book Synopsis Sessional Index for Session ... by : Great Britain. Parliament. House of Commons
Download or read book Sessional Index for Session ... written by Great Britain. Parliament. House of Commons and published by . This book was released on 1995 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Central Governments Management of Service Contracts by : Great Britain. National Audit Office
Download or read book Central Governments Management of Service Contracts written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2008 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: This NAO report (HCP 65, session 2008-09, ISBN 9780102954487), examines how well central government organisations are managing their service contracts, assessed against the good practice framework for contract management. A further examination was done into the effectiveness of the Office of Government Commerce in supporting central government to improve contract management. The NAO has focused on contracts for information and communication technology, facilities management and business process outsourcing, where the contract had been signed and the service was up and running. In the 2007-08 period, central government spent over £12 billion on service contracts primarily in the areas of information and communications technology, facilities management and business process outsourcing. In total the NAO estimates that £240 million was spent on managing service contracts in the period 2007-08. Delivery of public services, protection against service failure and achievement of value for money are all dependent on effective contract management. The NAO has set out a number of findings and recommendations, including: that contract management is not always accorded the priority it deserves; that less than half the organisations surveyed had an individual with overall responsibility for contract management; that some contracts had taken several years before a proper system of management was actually in place, including resources and performance measures; that one-quarter of comercial directors/heads of procurement rated the level of resources allocated to contract management as poor; that central government do not routinely test their service contracts and good practice risk management practices are not being consistently applied. For the Office of Government Commerce the NAO found that: limited guidance is available on contract management; that central government organisations identified a need for better training for their contract managers; that no cross-government contract management community exists and that monitoring and managing major suppliers had focused mainly on the IT sector.
Author :United States Government Accountability Office Publisher :Lulu.com ISBN 13 :0359536395 Total Pages :234 pages Book Rating :4.3/5 (595 download)
Book Synopsis Government Auditing Standards - 2018 Revision by : United States Government Accountability Office
Download or read book Government Auditing Standards - 2018 Revision written by United States Government Accountability Office and published by Lulu.com. This book was released on 2019-03-24 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Audits provide essential accountability and transparency over government programs. Given the current challenges facing governments and their programs, the oversight provided through auditing is more critical than ever. Government auditing provides the objective analysis and information needed to make the decisions necessary to help create a better future. The professional standards presented in this 2018 revision of Government Auditing Standards (known as the Yellow Book) provide a framework for performing high-quality audit work with competence, integrity, objectivity, and independence to provide accountability and to help improve government operations and services. These standards, commonly referred to as generally accepted government auditing standards (GAGAS), provide the foundation for government auditors to lead by example in the areas of independence, transparency, accountability, and quality through the audit process. This revision contains major changes from, and supersedes, the 2011 revision.
Book Synopsis The Management of Staff Sickness Absence in the National Probation Service by : Great Britain: National Audit Office
Download or read book The Management of Staff Sickness Absence in the National Probation Service written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-04-26 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: This NAO report examines sick leave in the National Probation Service, which was running at 12.3 days per person in the 2004-05 period at a cost of £31.6 million. A number of recommendations have been set out as follows. That the National Probation Directorate should agree with the Chief Probation Officer a consistent minimum standard for collecting and reporting sickness absence data in their areas. This in turn could be used to produce comparative analyses, and offer a basis to diagnose the causes of sickness absence. An upgrade in some areas of their information technology systems should occur, so that better management information can be compiled. All probation areas should implement the mandatory elements of the national policy on sickness absence. All Chief Officers should review their action plans for reducing sickness absence. Sickness absence should be managed effectively but sympathetically, by including return to work interviews, along with a means of distinguishing between avoidable and unavoidable sickness absences, and addressing the culture of absenteeism. Long term sickness absence should be reviewed as a matter of urgency. Policies relating to work/life balance should be implemented nationally.
Book Synopsis Curbing Corruption by : Rick Stapenhurst
Download or read book Curbing Corruption written by Rick Stapenhurst and published by World Bank Publications. This book was released on 1999-01-01 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part III: Three case studies.
Book Synopsis The National Offender Management Information System by : Great Britain. National Audit Office
Download or read book The National Offender Management Information System written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2009 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: The project's original aim of a single shared database of offenders will not be met, though the number of databases used has been reduced from 220 to three. The new system was to be introduced by January 2008 and was to cost £234 million to 2020. By July 2007, £155 million had been spent on the project, it was two years behind schedule, and estimated lifetime project costs had risen to £690 million. The project was halted while options to get the budget under control were sought. The causes of the delays and cost overruns were : inadequate management oversight, significant underestimation of the project's technical complexity, weak change control and absent budget monitoring. The design of the main supplier contracts precluded pressure on suppliers to deliver to time and cost. In January 2008, NOMS began work on a re-scoped program with an estimated lifetime cost of £513 million and a delivery date of March 2011.
Book Synopsis National Audit Office - Cross-Government: Managing the Risks of Legacy ICT to Public Service Delivery - HC 539 by : Great Britain: National Audit Office
Download or read book National Audit Office - Cross-Government: Managing the Risks of Legacy ICT to Public Service Delivery - HC 539 written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2013-09-11 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Older ICT systems that are critical for the delivery of key public services ('legacy ICT') expose departments to risks which must be understood and managed. A particular risk is that departments dependent on legacy ICT will find it more challenging to achieve the business transformation envisaged by the Government in its digital strategy. Some £480 billion of the government's operating revenues and at least £210 billion of non-staff expenditure such as pensions and entitlements are reliant to some extent on legacy ICT. Good practice in managing legacy ICT as an integrated part of public service delivery is therefore crucial to maintaining the performance of these services. The reliance of government on legacy ICT is highlighted by the NAO in a number of case studies. The common risks seen by the NAO in its case studies include a higher vulnerability of legacy ICT to security problems; being locked in to uncompetitive support arrangements with a single supplier; a shortage of skills to maintain and support legacy ICT; the proliferation of manual processes as legacy ICT systems have to cope with changing business needs; the cost of new business processes to compensate for missing functionality in the legacy ICT system; and increased complexity caused by additional interfaces with other systems, driving up costs.
Book Synopsis Major trauma care in England by : Great Britain: National Audit Office
Download or read book Major trauma care in England written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2010-02-05 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: Care for patients who have suffered major trauma, for example following a road accident or a fall, has not significantly improved in the last 20 years despite numerous reports identifying poor practice, and services are not being delivered efficiently or effectively. Survival rates vary significantly, with a range from five unexpected survivors to eight unexpected deaths per 100 trauma patients, reflecting the variable quality of care. 450 to 600 lives could be saved each year in England if major trauma care was managed more effectively. For best outcomes care should be led by consultants experienced in major trauma; but major trauma is most likely to occur at night and at weekends, when consultants are not normally in the emergency department. Major trauma care is not coordinated and there are no formal arrangements for taking patients directly for specialist treatment or transferring them between hospitals. A significant number of patients that need a scan CT do not receive one. Not enough patients who need a critical care bed are given one. Access to rehabilitation services varies and patients are not always receiving the care that they need. The estimated annual lost economic output from deaths and serious injuries from major trauma is between £3.3 billion and £3.7 billion. Only 60 per cent of hospitals delivering major trauma care contribute to the Trauma Audit and Research Network (TARN). The performance of the 40 per cent of hospitals that do not submit data to TARN cannot be measured.
Book Synopsis Managing Public Money by : Great Britain. Treasury
Download or read book Managing Public Money written by Great Britain. Treasury and published by Stationery Office Books (TSO). This book was released on 2007 with total page 69 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dated October 2007. The publication is effective from October 2007, when it replaces "Government accounting". Annexes to this document may be viewed at www.hm-treasury.gov.uk
Author :Great Britain: Department for Communities and Local Government Publisher :The Stationery Office ISBN 13 :9780101839327 Total Pages :214 pages Book Rating :4.8/5 (393 download)
Book Synopsis Draft Local Audit Bill by : Great Britain: Department for Communities and Local Government
Download or read book Draft Local Audit Bill written by Great Britain: Department for Communities and Local Government and published by The Stationery Office. This book was released on 2012-07-06 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Draft Local Audit Bill, sets out the government's vision for the future of local audit. It has been designed to implement the government's commitment to disband the Audit Commission and re-focus audit on helping local people hold their councils and other local public bodies to account for local spending decisions. The aim of this new draft bill is to develop a locally focused audit regime, but one still retaining a high quality of audit of local government spending. The government views the current audit arrangements for local public bodies as inefficient and unnecessarily centralised, which has created a system of weak cost incentives and therefore become too focused on reporting to central government and not local people. The new audit framework will also allow bodies to appoint their own auditors from an open and competitive market. The Bill also gives new responsibilities to the Financial Reporting Council, which will act as the overall regulator for auditors; the National Audit Office, which will set the code of audit practice; and the professional audit bodies will also have a role in regulating and monitoring audits.
Book Synopsis Progress in improving financial management in Government by : Great Britain: National Audit Office
Download or read book Progress in improving financial management in Government written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2011-03-03 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite good progress in improving the professional capability and capacity of government finance departments since the National Audit Office last reported in 2008, good financial management is still not embedded in the civil service culture, and financial matters do not have sufficient influence over departments' strategic decision making. The NAO concludes that departments have achieved a core level of competence in financial management, but further improvement in financial management capacity and capability throughout their organisations is required to enable them to meet the challenge of delivering the savings set out in the Spending Review 2010. There has been important progress - all departments now have a professionally qualified Finance Director, supported by an increased number of qualified finance staff. The Treasury is also implementing accounting changes to bring greater transparency to government financial reporting. Whitehall's central finance functions competently capture and report the transactions and financial position of the departments. Annual accounts are delivered before the July Parliamentary recess. The number of overall overspends against the amounts approved by Parliament is low. However, departments are generally weak at monitoring their balance sheets and at forecasting cash flow in the medium term. Departments do not fully understand the costs of their activities, and it is rare for them to have good information on the unit costs of outputs, levels of productivity or the value of outcomes. Departments generally focus on monitoring against the agreed one-year budget, with a few looking as far ahead as the current spending review period of four years.
Book Synopsis Public Sector Management by : Norman Flynn
Download or read book Public Sector Management written by Norman Flynn and published by Sage Publications (CA). This book was released on 2007 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Fifth Edition of this popular textbook provides students and practitioners with a jargon-free description, analysis and critique of the management of the public sector by the UK government. Fully revised and updated, it assesses the policies and performance of the second and third Blair administrations with completely new material on Public-Private Partnerships, Private Finance Initiative and the management of the railways and London Underground. Written in a highly accessible yet analytical style, The Fifth Edition includes chapter summaries, thematically organized further reading, and a website with resources for students and lecturers.
Author :Great Britain. Parliament. House of Commons. Committee of Public Accounts Publisher :The Stationery Office ISBN 13 :9780215524096 Total Pages :36 pages Book Rating :4.5/5 (24 download)
Book Synopsis The Procurement of the National Roads Telecommunications Services by : Great Britain. Parliament. House of Commons. Committee of Public Accounts
Download or read book The Procurement of the National Roads Telecommunications Services written by Great Britain. Parliament. House of Commons. Committee of Public Accounts and published by The Stationery Office. This book was released on 2008 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: The strategic road network in England, consisting of 4,800 miles (7,700 km) of trunk roads and motorways, is managed by the Highways Agency (the Agency), an Executive Agency of the Department for Transport. Since 1998, the objective of the Agency has been to reduce traffic congestion through improved traffic monitoring and travel information. In September 2005, the Agency signed a 10½-year Public Private Partnership (PPP) contract for the National Roads Telecommunications Services (NRTS) with GeneSYS Telecommunications Ltd. At contract award, the Agency expected that the contract would cost £385 million (present value in 2004 prices). The procurement took five years to complete, rather than the original estimate of 21 months, and the procurement process cost five times the original budget of £3 million. The Committee criticises the 17-month short-listing period. It also points to the use of the Public Sector Comparator cost as a single figure estimate, rather than a range, which is not good practice in determining whether a Public Private Partnership approach is good value. The Agency did not deploy effective controls over the work of its advisers, with only two staff proving insufficient to ensure the advisers conducted their work efficiently, and there were no incentives in the advisers' contracts that expressly encouraged efficiency. Careful preparation and production of the bid documents is praised. From October 2007, following a two-year upgrade of the telecommunications systems, the new services became operational and benefits for road users from other Agency projects dependent on the NRTS are beginning to be realised.
