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  • Overview
  • Output 1.1: Migration and temporary entry
    • 1.1.1 Economic entry (permanent)
    • 1.1.2 Family entry (permanent)
    • 1.1.3 Special eligibility
    • 1.1.4 Visitors and working holiday makers
    • 1.1.5 Students
    • 1.1.6 Temporary residents
    • 1.1.7 Resident return visas, Australian declaratory visas and certificates of evidence of resident status
  • Output 1.2: Refugee and humanitarian entry and stay
    • 1.2.1 Offshore Humanitarian Programme
    • 1.2.2 Protection visas (onshore)
  • Output 1.3: Enforcement of immigration law
    • 1.3.1 Regulate entry and departure
    • 1.3.2 Prevent unlawful entry
    • 1.3.3 Detection onshore
    • 1.3.4 Removals
    • 1.3.5 Detention
    • 1.3.6 Litigation
  • Output 1.4: Safe haven
  • Output 1.5: Offshore asylum seeker management
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  • Output 2.1: Settlement services
    • 2.1.1 Settlement planning and information delivery
    • 2.1.2 Humanitarian settlement services
    • 2.1.3 Support for community services
    • 2.1.4 AMEP administration
    • 2.1.5 Free translating and interpreting services
  • Output 2.2: Translating and interpreting services
    • 2.2.1 - Document translating
    • 2.2.2 - Telephone interpreting
    • 2.2.3 - On-site interpreting
  • Output 2.3: Australian citizenship
    • 2.3.1 Decisions on citizenship status
    • 2.3.2 Promotion of the value of Australian citizenship
  • Output 2.4: Promoting the benefits of cultural diversity
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    • Notes 1 - 1.24
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• Glossary
• Compliance index
• Cover notes

2.1.4 Adult Migrant English Programme administration

Objective

• Ensure that Adult Migrant English Programme (AMEP) contract management accords with better practice in Australian Government contract management.

Description

This output component supports the AMEP administered item. This programme is administered through 18 major contracts for tuition and two for associated services.

Performance

Service provider performance was monitored and managed through examination and analysis of quarterly and annual reports, quarterly meetings and ongoing data analysis. English language tuition service providers are also subject to an annual on-site inspection of facilities, resources and processes by the National ELT Accreditation Scheme Limited (NEAS).

Contract managers analyse performance documented in the quarterly and annual reports against key performance indicators. Any deficiencies or breaches identified are addressed through the development and implementation of agreed action plans. Ongoing action plans are monitored quarterly until breaches are rectified.

Table 62: Adult Migrant English Programme - performance information

Measures	Results
Quantity
Management and monitoring of the performance of service providers (18 managed/monitored).	18 contracts for English language tuition and two contracts for associated services were administered. Service delivery was monitored through regular contract meetings, regular reporting, and data analysis.
Quality
Contract breaches are promptly identified and managed.	Most service delivery requirements were met by English language tuition providers and all tuition service providers received ongoing accreditation from NEAS. At 31 March 2007, there were four breaches by English language tuition providers. There was one breach by one of the associated service providers. The breaches that were recorded have been or are being addressed.
English language tuition service providers breaches by year	2004-05	2005-06	2006-07
Number of breaches1	23	16	4

Accreditation and quality monitoring services

NEAS is engaged under a five-year contract to provide accreditation and quality monitoring services for the AMEP. Under this contract, NEAS undertakes an annual review of all 18 AMEP English language tuition service providers to ensure that the services provided to migrants on behalf of the Australian Government continue to be of a high standard, meet relevant industry standards and take into account the special needs of clients.

The standards against which providers are assessed in this review process include:

• quality and suitability of facilities
• accessibility of classes by public transport
• cultural appropriateness for the AMEP clients in the region
• availability and appropriateness of student resources
• availability and accessibility of student support and counselling services
• processes for monitoring the quality of AMEP services
• suitably trained staff to provide AMEP tuition
• provision of childcare for the duration of classes.

This process complements the department's internal quality assurance processes.

NEAS and the AMEP Research Centre

NEAS and the AMEP Research Centre are subject to annual work plans developed in consultation with the department. Contract managers review the plans annually, analyse outcomes against key performance indicators and work with providers to rectify promptly any concerns.

Client Satisfaction Survey

The second AMEP Client Satisfaction Survey was conducted during 2006 and a report is being prepared.

The survey provides a coordinated, comprehensive view of the performance of service providers from the clients' perspective. The overall national satisfaction results will be publicly released and placed on the department's website.

Continuous improvement

The NEAS reviews and accreditation processes, survey results and regular meetings with service providers feed into continuous improvement processes to enhance programme delivery.

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