Contract monitoring systems modification is another issue that has not previously been identified during literature review. According to the Victorian Auditor-General (2007a: p.55), the Southern Cross Station Authority had, by the time of the audit, commissioned a review of its performance management system, which was primarily used for recording KPI non-performance. Table 5.1 below outlines the key issues identified.
Table 5.1 Issues Arising From a Performance Management System Review. (Source: Victorian Auditor-General 2007a).
Used with permission from the Victorian Auditor-General's Office.
Issue | Outcome |
Asset management plan is incomplete | Only 800 of the approximately 3,000 assets are registered. This impacts the ability of the key service providers responsible for maintenance to effectively schedule maintenance and ensure compliance |
Integrity of data reported by the key service providers is unverified | Documentation showed some instances of inaccurate data entered into the system by key service providers. There is potential for undetected or unreported incidents, as well as intentional fraud |
KPI measurement is difficult | Many of the KPIs require physical attendance at the location and a manual survey |
Current reporting requirements do not allow for trend analysis | Hinders the Southern Cross Station Authority's ability to assess overall performance and VfM |
In response to the findings, the Southern Cross Station Authority, in its annual report, pledged that, over the course of the following year, it would continue to work with Civic Nexus Pty Ltd to improve the services it provides to the State (Southern Cross Station Authority 2008: p.7; Southern Cross Station Authority 2009: p.7).