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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.
Book Synopsis The Role of the Comptroller and Auditor General by : Great Britain. Treasury
Download or read book The Role of the Comptroller and Auditor General written by Great Britain. Treasury and published by . This book was released on 1980 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
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 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 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 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
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.
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.
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.
Book Synopsis Law and Corporate Behaviour by : Christopher Hodges
Download or read book Law and Corporate Behaviour written by Christopher Hodges and published by Bloomsbury Publishing. This book was released on 2015-10-22 with total page 768 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the theories and practice of how to control corporate behaviour through legal techniques. The principal theories examined are deterrence, economic rational acting, responsive regulation, and the findings of behavioural psychology. Leading examples of the various approaches are given in order to illustrate the models: private enforcement of law through litigation in the USA, public enforcement of competition law by the European Commission, and the recent reform of policies on public enforcement of regulatory law in the United Kingdom. Noting that behavioural psychology has as yet had only limited application in legal and regulatory theory, the book then analyses various European regulatory structures where behavioural techniques can be seen or could be applied. Sectors examined include financial services, civil aviation, pharmaceuticals, and workplace health & safety. Key findings are that 'enforcement' has to focus on identifying the causes of non-compliance, so as to be able to support improved performance, rather than be based on fear motivating complete compliance. Systems in which reporting is essential for safety only function with a no-blame culture. The book concludes by proposing an holistic model for maximising compliance within large organisations, combining public regulatory and criminal controls with internal corporate systems and external influences by stakeholders, held together by a unified core of ethical principles. Hence, the book proposes a new theory of ethical regulation. This title is included in Bloomsbury Professional's International Arbitration online service.
Book Synopsis Management of expenditure by : Great Britain: National Audit Office
Download or read book Management of expenditure written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2008-03-06 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: Holding managers to account for the resources they have been allocated is key to improving financial management at the Department for Environment, Food and Rural Affairs. This need has been recognised by the Department and reflected in a programme to improve its financial management, but the Department's Management Board recognises that establishing a culture of tighter control over its expenditure will take time. This initiative must remain a top priority and managers throughout the organisation will need to produce more reliable estimates of costs to justify their bids for resources and track the cost effectiveness of work done. The budgets agreed by the Management Board at the outset of 2006-07 and 2007-08 exceeded the funds available. In early 2006-07, increased spending to remedy difficulties with the Single Payment Scheme led to a risk of overspending in that year and the Department instigated a review which identified savings of £170 million against its original budget of £3,854 million. During the early part of 2007-08 further commitments above the agreed budget allocations meant the Department was at risk of exceeding its spending limit by £140 million. In July 2007, the Management Board identified savings which partially balanced the budget and continues to work towards a balanced budget for the year end. Effective monitoring by the Management Board and greater integration between the systems for monitoring performance delivery and financial expenditure would help better management of budgets. The NAO recommends that the Management Board set budgets from 2008-09 onwards that balance with the 2007 Comprehensive Spending Review and develops benchmarks to test the rigour of proposed budgets and to provide confirmation that these resource bids accord with the Department's strategic objectives.
