National Library of Australia
Annual Report 2001-2002
 Corporate Governance
Corporate Management Issues
Contents
Director General's Review
Corporate Overview
Report on Operations
Financial Statements
Appendices
Resources
  
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Corporate Overview

Public Accountability

External and internal audit

The Library's Audit Committee met four times during the year and considered external and internal audit reports.

Australian National Audit Office reports

The following reports contain Auditor-General recommendations implemented by the Library:

2000-01

  • No 52-Payment of Accounts
  • No 54-Engagement of Consultants

2001-02

  • No 8-Disposal of Infrastructure Plant and Equipment
  • No 12-Selection, Implementation and Management of Financial Management Information Systems in Commonwealth Agencies
  • No 13-Internet Security Within Commonwealth Government Agencies
  • No 18-Performance Information in Portfolio Budget Statements
  • No 19-Payroll Management
  • No 20-Fraud Control Arrangements in the Department of Agriculture, Fisheries and Forestry-Australia (AFFA)
  • No 22-Personnel Security-Management of Security Clearances
  • No 25-Accounts Receivable
  • No 27-Agency Management of Software Licencing
  • No 34-Management of Travel-Use of Taxis
  • No 36-Benchmarking Implementation and Production Costs of Financial Management Information Systems
  • No 45-Recordkeeping
  • No 52-Internal Budgeting
  • No 53-Goods and Services Tax Administration by Commonwealth Organisations.

Internal audit reports

The following internal audit reports were received by the Library:

  • Fraud Risk Assessment and Fraud Control Plan
  • Review of the IT Division's Policies and Procedures Relating to Portable and Attractive Items
  • Audit Planning and Assessment of the Library's Control Framework
  • Review of Portable Attractive Item Policy
  • Review of the Goods and Services Tax
  • Aurion Post Implementation Review of Degree to Which the System Meets the Business Case
  • Capitalisation of Costs Associated with Information Technology Products, and
  • Review of Staffing Model

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Parliamentary committees and Government inquiries

There were no submissions made to Parliamentary committees or government inquiries during the year.

Ministerial Directions

No Ministerial Directions were received under the Commonwealth Authorities and Companies Act 1997.

Legal actions

No legal action was commenced against the Library.

Ombudsman

No new issues relating to the Library were referred to the Commonwealth Ombudsman's Office. The Library provided further information to the Ombudsman relating to a complaint about a 1996 tender process for one of the Library's off-site storage facilities.

Freedom of Information

The Library received no requests for access to documents under the Freedom of Information Act (Commonwealth) 1982. A Freedom of Information Statement is provided at Appendix 3. A list of the Library's key supporting policies and documents is provided at Appendix 4.

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Indemnities and insurance premiums

Indemnity is provided to directors and officers of the Library under the coverage of the Library's insurer, Comcover, which is a Commonwealth Government self-managed fund for insurable risk. Premiums are levied as part of the overall insurance coverage and are based on the agreed insurance value and previous-claims history.

Social justice and equity

The Library continued its commitment to meeting the Government's objective of enhancing social justice and equity, outlined within the Charter of Public Service in a Culturally Diverse Society.

The Library aims to provide all Australians with equitable access to its services in a manner appropriate to their individual needs. In particular, the Library:

  • provides an increasing range of services to Australians in any location through its web site and travelling exhibitions
  • collects Australian library materials in all community languages for current and future research, and
  • maintains high standards for physical access to the building through implementation of the Disability Action Plan

Service Charter

The Library's Service Charter was revised during the year and is used as a means of dialogue with users of the Library's services. The Charter sets out the Library's commitment to users, the standards of service which users can expect, and the mechanisms for providing feedback or making a complaint. The Charter is made available via the web site (www.nla.gov.au/charter) and throughout the Library. The Library welcomes all feedback from users, as well as suggestions for service improvement. This year a total of 324 compliments and 140 formal complaints were received, as set out in the tables below.

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COMPLIMENTS

SUBJECT NUMBER NATURE
Treasures exhibition 184 Mostly on general arrangements, including the consideration of special requirements such as disability access
Other Public Program activities 28 Other exhibitions, education programs, concerts, tours and the Bookshop
Web site 16 Content and layout
Library services 96 Mostly efficiency and helpfulness of staff in reading rooms
TOTAL 324

COMPLAINTS

SUBJECT
NUMBER
NATURE OUTCOME
Treasures exhibition
101
The majority concern access to the exhibition The extraordinary demand meant that some members of the public were unable to gain entry and often had long waits. The Library took a variety of steps to inform the public of the difficulties in obtaining entry to the exhibition, however some people were disappointed that they could not gain entry at the time required.
Other Public Program activities
8
Bookshop, publication sales and distribution, events, grants Revised arrangements were implemented, where required
Collection development/use of collections
15
Collection policies and access arrangements Services were enhanced where possible
Facilities
16
Road access, IT, and photocopying Services were reviewed and improved where possible. Longer-term changes to improve facilities are under consideration.
TOTAL
140

 

The average time taken to respond to complaints was 4.9 days, and the Library's services to the public were available at the stated times throughout the year.

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Consultancy services

The Library engaged 37 consultants at a total cost of $899 508. The consultants were selected in accordance with the Library's Procurement Guidelines, on the basis that specialist expertise was considered necessary and was not available within the Library. Consultancies with an individual value of $10 000 or more are listed at Appendix 5.

Advertising and market research

The advertising and market research organisations indicated below were contracted to provide services at a total cost of $139 734.

ADVERTISING & MARKET RESEARCH ORGANISATIONS CONTRACTED

ORGANISATION
COST
PURPOSE
Environmetrics Pty Ltd
$11 700
  Survey of national awareness of the Library
Environmetrics Pty Ltd
$15 000
  Survey of user satisfaction with onsite exhibitions
User Insite (Division of Courage Partners)
$11 242
  Survey of stakeholder and customer satisfaction with Kinetica
Canberra Mailing
$19 517
  Distribution of publications and flyers promoting the Library's services and products
StarCom Worldwide
$82 275
  Newspaper advertising promoting Library events
TOTAL
$139 734


 Corporate Governance
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Corporate Management Issues


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