eServices quality checking in QST 111-21062214

The eServices quality checking process aligns Services Australia's Enterprise Quality Framework and the 7 quality principles.

The quality checking process:

• helps Team Leaders and Quality Checkers identify process improvements
• ensures consistency in quality checking

The Service Delivery Support team is responsible for:

• analysing national quality reports to identify learning needs or process improvement opportunities
• escalating national quality issues to the relevant program or policy area and/or to the Quality, Performance & Technical Support team
• reviewing and updating the relevant Operational Blueprint files and training materials
• reviewing suggestions and working collaboratively with the Quality, Performance & Technical Support team to improve Operational Blueprint quality checking process and resources
• identifying strategic and operational risks or issues that impact customer outcomes

Managers/Team Leaders must make sure:

• Quality checkers complete the process for Quality Checker accreditation
• Quality checkers have the right skill tags in the Quality and Support Tool. Send an email to Quality, Performance & Technical Support to get more information
• error feedback is discussed with Service Officer as part of the coaching conversation. This supports any learning and development needs
• they analyse any errors, for example, did the errors occur because there is limited training, understanding the business rules, environmental or system based issues
• positive quality checking outcomes are acknowledged with the Service Officer
• they analyse data to identify learning needs or process improvement opportunities

Quality Checkers must:

• carry out quality checks as outlined in the sampling plan
• update and maintain technical knowledge, procedures and policies
• maintain a correctness standard for personal accuracy
• complete root cause analysis and identify systemic issues
• report and escalate trends or concerns to their Team Leader
• give constructive and non-judgemental feedback. Include appropriate reference materials such as Operational Blueprint
• explain the impact of errors and actions needed to fix the error (where applicable) when providing feedback
• make sure they do not check their own work. If the Quality Checker's work is selected, it must be given to another accredited checker to checks

Quality Team must:

• provide support for quality checking in the QST
• provide relevant reports as needed
• arrange QST training for Quality Checkers
• support the business with flexible and fit for purpose quality approaches

To be accredited Quality Checkers must:

• have knowledge of relevant policies and procedures
• maintain a high correctness standard in the program they are checking
• have an understanding of the quality checking procedure
• meet accreditation standards annually
• renew Quality Checker accreditation annually

See Quality Checker accreditation for Health Service Delivery Division for more information.

Pre-checks apply to new starters and/or when new processes are introduced.

New starters have 100% of their work reviewed and corrected until deemed proficient. Any errors made in pre-check must be recorded as errors. Results are used to support ongoing training.

Programme/post-checks randomly selects work completed the previous business day in Processing and National Demand Allocation (PaNDA). The results are provided to management and external stakeholders as needed.

Targeted checks apply:

• in response to business triggers or when there is a consistent/long-term quality issue is identified
• to Aim for Accuracy process (Check the Checker) which is completed every 12 months. This is to confirm the accuracy of quality checking results. The process involves rechecking a representative sample of previously checked work to determine if quality checking procedures have been followed correctly

Pre-checks

Staff have 100% of their work reviewed until deemed proficient. As a guide, new starters are considered proficient in accordance to the Learning and Development training and consolidation plan.

Programme/post-checks

5% of the monthly total of eServices work types are randomly selected for quality checking.

Targeted Checks

To arrange a targeted check(s), Team Leaders send an email request to Quality, Performance & Technical Support with the:

• staff member’s details
• reason and the length of time required for the targeted check

Timeframes

Quality checks are:

• undertaken daily on a random sample of work
• completed within 1-2 business days to make sure timely feedback

All quality checks for the month must be actioned within 3 calendar days of the following month. After this time, remaining work is abandoned.

Quality checkers must have access to the following to complete quality checks:

• program specific processing systems
• Processing and National Demand Allocation (PaNDA)
• Quality and Support Tool
• skill tags added on the Quality and Support Tool

An error is information processed or keyed that does not match the documents supplied, or the supporting documents uploaded on the systems.

Critical and non-critical errors

Error codes are categorised as critical and non-critical.

A critical error is when there is a potential risk to:

• a customer's:
• privacy
• eligibility
• payments
• application assessment being finalised
• record
• the agency's reputation

A non-critical error is when it does not impact the above criteria. Generally, this relates to administrative errors.

Only critical errors are used to calculate the health status of the program.

Each time a quality check is completed, the Quality Checker records the outcome in the QST.

An email is sent in real time to the Service Officer and their Team Leader advising them of the quality check outcome. Individual results are captured in QST.

Quality checking feedback is sent by email to the Service Officer and their Team Leader. The email includes details about the:

• check
• result (including any errors identified), and
• quality checking dispute process

Method for managing and storing feedback

Feedback is recorded/stored in the Quality & Support Tool.

Correcting Errors

Critical errors - Quality Checkers must correct critical errors immediately, as they are found.

Non-critical errors - Quality Checkers give instruction in the feedback email. Service Officer's correct non-critical errors.

Quality Checkers must consult their subject matter experts for questions about eServices.

Enquiries about quality checking process or issues with checking results that cannot be resolved on site should be directed to Quality, Performance & Technical Support by email.

Quality checking procedures are reviewed and updated by the business and program in consultation with Quality, Performance & Technical Support. The review makes sure error codes are current and approved policy changes are included.

Any changes that require immediate action will be advised and updated accordingly. Any changes not critical to quality will be incorporated in the review of the procedures.