Deliver

There’s a science to implementation, particularly around sequencing, roles and responsibilities, and embedding change throughout an organisation and across delivery partners. Clear guidelines and effective data collection systems can help you monitor performance and make adjustments where needed to stay on track.  

ARTD provides advice, guidelines, monitoring systems and mentoring to help organisations to implement their policies and programs.

Our services to assist clients to deliver on their policies and programs include:

  • service specifications for new models
  • service implementation plans
  • service provider guidelines
  • organisational change strategies
  • communications strategies and materials for new or revised programs and policies
  • communication of service models through case stories
  • guidelines and toolkits for meeting quality standards
  • performance or outcomes frameworks
  • performance monitoring systems, including user testing and piloting of data collection tools, and web portals for data collection
  • training, mentoring and helpdesk support for data collection systems
  • regular performance monitoring reports
  • evaluation frameworks and strategies
  • process, formative and developmental evaluations.

Project examples

Click on any of the following projects for more information.

Online survey for Defence Family Study

(Australian Institute for Family Studies, 2015)

Online survey for Defence Family Study

(Australian Institute for Family Studies, 2015)

The Defence Family Study is one of three studies commissioned by the Department of Veterans Affairs (DVA) and the Department of Defence (Defence) as part of the Transition and Wellbeing Research Programme (TWRP). The objective of this group of studies is to provide DVA and Defence with robust information about the re-adjustment process faced by contemporary veterans and their families who are in the process of transitioning from the Australian Defence Force (ADF) or have already left.

The project surveyed up to 35,000 family members nominated by transitioning and former ADF members. The online survey was designed to work on desktop computers and mobile devices. The project involved a series of invitations and reminders using mixed modes of contact, including, mail, email & SMS text messages in line with best practices in mixed-mode and tailored approaches to surveying. 

Treasury Managed Fund Agency Survey 2015

(NSW SICorp, 2015)

Treasury Managed Fund Agency Survey 2015

(NSW SICorp, 2015)

The Treasury Managed Fund (TMF) is a self-insurance scheme for NSW government agencies, with claims management contracted out to GIO, Allianz, QBE and Employers Mutual Limited. ARTD developed an agency satisfaction framework and an online survey system for collecting satisfaction data from government agencies ARTD has provided statistics and analysis yearly, which has been used by claims managers for ongoing service improvements and by TMF to determine whether contractual obligations are met.  

Funding Partnership Initiative (FPI) Monitoring

(Corrective Services NSW 2015-16)

Funding Partnership Initiative (FPI) Monitoring

(Corrective Services NSW 2015-16)

The Funded Partnerships Initiative (FPI) provides funding for non-government organisations to deliver services to offenders’ families, victims and to inmates transitioning from prison. In 2013, ARTD was engaged to develop an online system for managing referrals and collecting monitoring data on clients, interventions and outcomes. This system is unique among government monitoring systems as it covers referrals and case management, as well as performance monitoring. It has been an essential tool for managing supply and demand for a new program, and to monitor implementation. In the medium and longer term, the system is designed to link with the department’s main administrative data systems to answer more in-depth questions about service effectiveness and recidivism.    

Monitoring and Evaluation Framework for the first National Asbestos Strategic Plan

(Asbestos Safety and Eradication Agency, 2015)

Monitoring and Evaluation Framework for the first National Asbestos Strategic Plan

(Asbestos Safety and Eradication Agency, 2015)

The National Strategic Plan for Asbestos Management and Awareness is Australia's first national approach to managing the asbestos risk. The Plan is being implemented by the Asbestos Safety and Eradication Agency in partnership with State and Territory jurisdictions. The Agency will monitor and evaluate the Plan and wanted an evaluation framework. ARTD prepared a discussion paper that outlined options for evaluation based on program logic and taking account limited resources and existing data collections. The Agency is using the paper to consult with stakeholders and finalise the evaluation. 

Guide for services working with children and young people with disability

(Ageing, Disability and Home Care, NSW Department of Family and Community Services, 2015)

Guide for services working with children and young people with disability

(Ageing, Disability and Home Care, NSW Department of Family and Community Services, 2015)

Stakeholders identified the need for an addendum to the Standards in Action manual to guide ADHC operated and funded services working with children and young people with disability in meeting the revised NSW Disability Services Standards (DSS). This is to reflect particular considerations for this client group, including parental responsibility for children less than 18 years old, children’s rights as outlined in the United Nations Conventions on the Rights of the Child, and obligations to protect children from harm. ARTD was engaged to develop the addendum on consultation with a reference group, with representatives from ADHC, funded disability services, the Office of the Children’s Guardian and the Association of Children’s Welfare Agencies. It includes evidence-based guiding principles for service delivery, practice requirements and tips to meet the NSW DSS, practice examples and a list of relevant resources.

Australian Packaging Covenant

(Australian Packaging Covenant, 2011-16)

Australian Packaging Covenant

(Australian Packaging Covenant, 2011-16)

The Australian Packaging Covenant is the voluntary component of a co-regulatory model designed to reduce the environmental effects of consumer packaging, encourage improved design, increase recycling, and promote better stewardship of packaging. All signatories are required to report annually on progress towards Covenant targets. In 2011, ARTD was engaged to design a data collection framework and online system to support this requirement and has since supported annual reporting. The reporting system has allowed the Australian Packaging Covenant to monitor signatories' progress in meeting targets, and in developing resources to help them better plan and report on their initiatives.

Aboriginal consultation model

(NSW Department of Family and Community Services, 2010 and 2012-14)

Aboriginal consultation model

(NSW Department of Family and Community Services, 2010 and 2012-14)

Protecting Aboriginal Children Together (PACT) is a Keep Them Safe initiative, designed to respond to recommendation 8.5 of the Special Commission of Inquiry into Child Protection Services in NSW to ‘consider establishing a ‘Lakidjeka’ type model of consultation to provide an Aboriginal perspective in relation to the best ways of keeping children and young people safe’. In 2010, ARTD worked with Community Services, the Aboriginal Child, Family and Community Care State Secretariat (NSW), and community stakeholders to develop the service model, guidelines for providers, and a methodology for determining service costs. In 2011, two sites were selected and local Aboriginal non-government services were funded to pilot PACT, working alongside Community Services’ caseworkers.

ARTD was subsequently engaged to evaluate the pilot to inform decisions about further rollout across NSW. We delivered the project in partnership with an evaluation steering committee. With the program’s extended establishment period, the focus of the two-stage evaluation was on assessing how implementation worked in practice and gathering early indications about what the model can achieve in two very different sites. We interviewed PACT and Community Services’ staff, families and community representatives to understand how the model was working from their perspectives. We also analysed program monitoring and administrative data to assess implementation and early outcomes, and collected costs and workload data to identify any adjustments needed to the cost modelling developed for the pilot. The evaluation informed ongoing management of the pilot.

Monitoring and reporting for Families NSW

(NSW Department of Family and Community Services, 2009 - 2016)

Monitoring and reporting for Families NSW

(NSW Department of Family and Community Services, 2009 - 2016)

Families NSW is the NSW Government’s overarching strategy to enhance the health and wellbeing of children up to eight years and their families. Services funded under the strategy fit into six types: supported playgroups, parenting programs, family worker, community capacity building, partnerships and networks, and volunteer home visiting.

In 2011, ARTD was engaged to design a monitoring framework and system to support reporting requirements for all service types. We reviewed existing research tools and worked with key stakeholders to develop an outcomes-based framework, data collection tools, and an online data collection system. We piloted the system and made adjustments.  Then we oversaw data collection and provided and six-monthly reporting at the individual service and statewide level to support ongoing management of the program.

Families NSW and Aboriginal Child, Youth and Family Strategy 2014-15

(NSW Department of Family and Community Services, 2015)

Families NSW and Aboriginal Child, Youth and Family Strategy 2014-15

(NSW Department of Family and Community Services, 2015)

Families NSW (FNSW) and Aboriginal Child, Youth and Family Strategy (ACYFS) is the NSW Government’s overarching strategy to enhance the health and wellbeing of children up to eight years of age and their families. Services funded under the strategy fit into six types: supported playgroups, parenting programs, family worker, community capacity building, partnerships and networks, and volunteer home visiting.

In 2011, ARTD was engaged to design a monitoring framework and system to support reporting requirements for all service types. We reviewed existing research tools and worked with key stakeholders to develop an outcomes-based framework, data collection tools, and an online data collection system. We piloted the system in 2012, and ARTD has been engaged to maintain it since, including overseeing data collection and reporting at service provider, region and state levels.

WorkCover Focus On Industry baseline surveys

(Workcover Authority NSW, 2015)

WorkCover Focus On Industry baseline surveys

(Workcover Authority NSW, 2015)

ARTD conducted large-scale surveys with WorkCover policy holders in three industries identified as 'high risk'. The surveys were aimed at establishing the baseline levels of knowledge and action on Work Health and Safety in businesses in the three industries, before a large-scale intervention through the Focus On Industry program. ARTD produced three reports, as well as three comprehensive data table packs to provide WorkCover with survey results as well as data for future comparison.

Best practice model and implementation guide for diagnosis support

(Ageing, Disability and Home Care, NSW Department of Family and Community Services, 2012-13)

Best practice model and implementation guide for diagnosis support

(Ageing, Disability and Home Care, NSW Department of Family and Community Services, 2012-13)

The time of a child‘s identification as at risk of diagnosis with disability can be an emotional one for families as they struggle to come to terms with what it means for them, identify and access the services they need, and develop natural supports. Ageing, Disability and Home Care’s EarlyStart Diagnosis Support Program was established to meet the needs of families around this time. In 2012, after the program had been operating for three years, ARTD reviewed the program model in light of emerging research evidence, the experience of initial implementation, and the evolving policy context, in particular the transition towards the National Disability Insurance Scheme. The first step was a scan of the available literature on diagnosis support and a report on service models, outlining implications for the program. Next, we consulted with service providers, families and other stakeholders and provided a second report, which identified how existing program delivery compared with the research evidence and how it fitted in the emerging policy context, and made recommendations for refining the program model. In the final stage, we worked with Department staff and service providers to develop a logic and outcomes framework for the program and a Practice and Induction Package to support consistent and effective delivery of the program across NSW, and continuous improvement.

DSS Data Exchange

(Department of Social Services, 2014-15)

DSS Data Exchange

(Department of Social Services, 2014-15)

The Commonwealth Department of Social Services’ (DSS) new Data Exchange Framework streamlines the Department’s services into seven broad programs with simpler reporting requirements. ARTD Director, Michael Brooks, and Principal Consultant, Klas Johansson, supported DSS to develop the new approach. Funded services now report against a small set of priority requirements about their clients and the services they are providing. They can choose to report an extended data set, including the reason for seeking assistance, referrals (in and out), housing composition, income status, programme-specific data items, and outcomes data using Standard Client Outcomes Reporting (SCORE). The SCORE methodology makes it possible for a range of services to collect outcomes data in the way that best suits their unique context, but provide it to government funders in a consistent format. Services use a standard approach to translate the data they collect into a five-point rating scale for agreed client outcome domains. A new IT system supports the transfer of data between funded services, and DSS provides regular reports back to services. You can find more information about how DSS is using SCORE in their new Data Exchange Framework here.

Preparation and management of tendering process for housing project

(MA Housing, 2012)

Preparation and management of tendering process for housing project

(MA Housing, 2012)

The Camperdown Project—based on the successful Common Ground model from New York—provides permanent homes and on-site support services to promote health and housing stability. ARTD prepared and managed the tendering process to appoint a non-government organisation to coordinate the project’s support services. We organised stakeholder consultation, coordinated the tendering process, and provided a report identifying the preferred tenderer. Our capacity to effectively manage different stakeholder expectations and deliver within a very tight timeframe meant that the client was able to provide continuity of service support.

Families and Carers Mental Health Program

(InforMH, 2012-2015)

Families and Carers Mental Health Program

(InforMH, 2012-2015)

The program aims to improve carers’ knowledge and skills so that they are better able to cope with caring for people with mental health issues. ARTD was engaged to design and pilot a monitoring and reporting system. Following the pilot, ARTD was engaged to maintain and develop the monitoring system from 2009 to 2013.

Development of the NSW Population Ageing Report Card

(NSW Department of Family and Community Services, 2014)

Development of the NSW Population Ageing Report Card

(NSW Department of Family and Community Services, 2014)

The Office for Ageing wanted a set of NSW population indicators on ageing to inform strategic decision-makers. ARTD researched approaches and consulted with agencies to design a set of indicators for overall demographics on ageing and key life-course themes (social connections, health and wellbeing, engagement with work, living with care, and finance and security). Key data sources were the Australian Bureau of Statistics, Australian Institute of Health and Welfare, NSW Ministry of Health, and NSW Department of Family and Community Services. The final products were a prototype for the report card—with indicators, accompanying narrative and data visualisations—and a detailed specifications and source document.

Disability Employment Assistance Programme Performance Framework

(Department of Social Services, 2014)

Disability Employment Assistance Programme Performance Framework

(Department of Social Services, 2014)

In 2012, the Disability Employment Assistance section identified the need for a new set of performance indicators for Australian Disability Enterprises to prepare them for the introduction of the National Disability Insurance Scheme, which will change the way services receive funding. In March 2014, when the new performance indicators had been in place for about 18 months, ARTD was engaged to conduct a post-implementation review. We assessed the performance indicators and their implementation to date through a review of key documents, analysis of current performance data, interviews with staff in the Disability Employment Assistance section and contract managers, and a survey of Australian Disability Enterprises. The final report included a refined performance framework for possible inclusion in future funding agreements and advice on the use of targets, benchmarking, and communication of the refined framework and monitoring results.

Families Mental Health Support Services

(Department of Social Services, 2014)

Families Mental Health Support Services

(Department of Social Services, 2014)

Families Mental Health Support Services aims to improve mental health outcomes for children and young people, and their families. ARTD was engaged to develop a performance framework and monitoring system for the family mental health early intervention programme. We designed and implemented an online data transfer and reporting system for all funded services. Initially, the Department used the system to monitor progress with implementation; later, to establish outputs and client outcomes. As it was designed to be flexible, the system allowed DSS to effectively monitor the new program with emergent models of service delivery.

Community building grants program

(NSW Department of Family and Community Services, 2014)

Community building grants program

(NSW Department of Family and Community Services, 2014)

The Community Builders Program funds close to 500 community-strengthening and capacity building projects in NSW. In 2011, ARTD was engaged to develop a data collection system and tools to meet the requirements of the Community Builders NSW Performance Measures Framework. We consulted with funded services to develop surveys on client demographics, satisfaction and outcomes; then worked with IT specialists to design a user-friendly online data collection portal. An initial pilot achieved a compliance rate of up to 90 per cent. Since then, ARTD has continued to oversee and support data collection and provide regular reports at the service, district and state level. These are used for program management and improvement.

Recovery and Resources Services Program

(InforMH, 2012-14)

Recovery and Resources Services Program

(InforMH, 2012-14)

The Recovery and Resources Services program supports people with a mental illness by improving access to community social, leisure, and recreational opportunities, and vocational services. ARTD designed and piloted a data collection framework and monitoring system for the program, then went on to oversee implementation of the system and provide six-monthly reporting at the individual service and state-wide level. Our reporting supported ongoing management of the program.

NSW Homelessness Action Plan

(NSW Department of Family and Community Services, 2013)

NSW Homelessness Action Plan

(NSW Department of Family and Community Services, 2013)

The NSW Homelessness Action Plan (HAP) sets the direction for state-wide reform of the homelessness service system to achieve better outcomes for people who are homeless or at risk of homelessness. ARTD was engaged to develop and maintain a monitoring and reporting system to support the preparation of the annual report on the progress and outcomes of each HAP project.