The Inspector-General of Emergency Management recommends that the Queensland Reconstruction Authority continues to engage with councils in the development of their local resilience action plans including to identify local needs with respect to communication, connectivity, and power in suitable hubs.

The National Emergency Management Agency document its consideration of Crisis Arrangements Committee advice on gaps and priorities for whole-of-government exercising, as well as the annual analysis undertaken to review and update the list of identified hazards under AGCMF, to inform the development of the annual national exercise program. This should include ensuring that exercises consider both natural and all-hazard scenarios.

The Department of the Prime Minister and Cabinet:
- document a process for annual administrative updates that provides a consistent approach including ensuring appropriate records of engagement and input are maintained; and
- ensure significant issues are documented to be considered in comprehensive reviews of the AGCMF

That the Australian Government task the Climate Change Authority with a regular review of the National Climate Service against the KPIs

That the Australian Government regularly monitor against the new Statement of Expectations (refer Recommendation 4.1 and KPIs in Box 7) to ensure the National Climate Service is meeting expectations.

That the Australian Government publish all National Climate Service strategic documents by default to provide transparency on the National Climate Service’s program and timelines for implementation.

That the Australian Government require the National Climate Service to develop and publish a climate services roadmap, describing how to build to a national capability with explicit and ambitious time frames.

That the Australian Government deliver National Climate Risk Assessments through the National Climate Service on a regular program, aligned to the Intergenerational Report.

That the Australian Government establish a mechanism within the National Climate Service to track user experience and satisfaction which gathers user needs and preferences, to guide the development of future products and services.

The Commonwealth should embed regular sharing of lessons learnt from program outcomes between state and territory governments, and the Commonwealth, to develop a continuous improvement culture.

The Commonwealth should use reporting established by the Outcomes Policy to inform requirements associated with international obligations (e.g., the Sendai Framework for Disaster Risk Reduction).

The National Emergency Management Agency establish monitoring and reporting arrangements that demonstrate performance against the Disaster Recovery Funding Arrangements’ principles.

The National Emergency Management Agency:
a. establishes targets, monitoring and reporting for the time required to complete the assurance and acquittal processes; and
b. develops procedures for finalsing claims when requested information is not provided in the timeframes established under the Disaster Recovery Funding Arrangements 2018 ministerial determination

At least once each year, coinciding with the production of the ANRR, the National Cabinet should evaluate progress in bolstering national resilience.

The Commonwealth together with the States and Territories should identify their shared high-level resilience objectives and develop indicators to monitor national progress in achieving them. The ANRR should also provide annual updates on progress in achieving the objectives.

The ANRR should be a National Cabinet product focused on climate and disaster risk as well as other key resilience risks agreed by the Commonwealth and the jurisdictions.

The First Secretaries, on behalf of the National Cabinet, should oversee (via a subordinate Deputy Secretaries Group) the development of an annual Australian National Resilience Report (ANRR) that combines the Ministerial Council resilience reporting, existing resilience strategies in jurisdictions and new initiatives.

NEMMM’s Terms of Reference should be amended to reflect the recommendations above.

The next iteration of NEMMM’s Five Priorities for Action should be explicit and measurable, bold but achievable and focused on national outcomes, rather than outputs. They should:
- Be formulated in terms such as “By 2026 we will have established…which will have reduced…”, etc.
- Be developed through a process that includes consultations with key stakeholders, including First Nations organisations, civil society, the private sector, foundations, and key entities active in the emergency management space, such as Australian Red Cross and the National Council for Fire and Emergency Services (formerly the Australasian Fire and Emergency Service Authorities Council or AFAC).
- Be highly compelling for each jurisdiction, large and small.
- Directly address our rapidly accelerating disaster risk environment, in which we can anticipate yearly, national-scale disasters with preparedness, response, recovery and resilience occurring simultaneously, year-round.
- Include at the approval stage the initial estimates of the resourcing required to achieve the outcomes and the sources of the funding.

Documenting results and recommendations from disaster recovery tests.

The report recommends that regional summary reports of clinical reviews be standardised to facilitate review and comparison across regions.

The report recommends that Ambulance Tasmania collects data to allow regular and meaningful comparison of clinical outcomes at the regional level, to better allocate resources and to rapidly identify problems.

The report recommends that Ambulance Tasmania outline what KPIs are measured and provide targets or benchmarks to define what is good or poor performance.

The ANAO recommends that the Department of Defence take steps to strengthen the priority afforded by Defence units to meeting these reporting requirements.

St John Ambulance should develop quantitative performance targets for community paramedics and report these to Western Australia Health

Western Australia Health should require service providers to report more comprehensive performance data using additional cost and clinical indicators

Western Australia Health should include in contracts minimum standards for emergency and secondary ambulance services and effective mechanisms to monitor these

That the Department of Health enhances management reporting processes over complaints by recording the number and nature of complaints, following up outstanding complaints formally and reporting complaints data to executive management.

That the Department of Health publicly reports a comprehensive suite of performance information, including:
- response performance across all priority codes, including Code 2 (urgent) incidents and against response targets
- results of clinical audits and reviews

That the Queensland Police Service Commissioner addresses the situation regarding statistical reporting. The Commissioner, in collaboration with the Chief Executive Officer Portfolio Business and the Queensland Fire and Rescue Service Commissioner should also examine the opportunity to acquire the services of a qualified and experienced Chief Information Officer or Chief Digital Officer in line with other Queensland and Australian government agencies.

Recommendation: That the CEO Portfolio Business collaborates with the two portfolio Commissioners to:
- develop an analytical tool to identify the most appropriate level of service
- identify the need for new or enhanced services
- reduce the level of resources where appropriate
- identify current anomalies regarding service delivery and therefore opportunities for rationalisation of stations
- consider collocation with other services as a first principle before committing to new capital projects.

The Chief Executive Officer Portfolio Business establishes a set of performance indicators to provide a transparent process for government to monitor its performance.

That Queensland Corrective Service continues to develop its proposed recidivism index as a priority, including place and program based measures.

That should the Mobile Strategy in its current form be approved by government the CEO Portfolio Business and the Deputy Commissioner Operations:
- monitor the success of the mobility strategy
- report on a quarterly basis to government on the achievement of the identified saving presented as part of the mobility strategy business plan (1414 FTE $174 million)
- report on the achievement of the increased frontline police numbers from this initiative of 1,587 FTE on a quarterly basis.

That Queensland Corrective Service, in consultation with key partners in the criminal justice and social services sectors, develops specific performance indicators focused on efficiencies and customer/stakeholder outcomes across the criminal justice system.

That the roll-out of the mobile service program business case mentioned earlier
- Be specific about gateways and milestones; and
- If the new technology enables improved data, the Queensland Police Service revisit previous statistical reporting and identify any major anomalies.

The Australian National Audit Office (ANAO) recommends that the Department of Regional Australia, Local Government, Arts and Sport improve its monitoring of the delivery of the Natural Disaster Recovery Work Plans for Queensland and Victoria by:
(a) seeking from each state the project level data that is required to report to Ministers on reconstruction progress in the manner required by each National Partnership Agreement (or as may otherwise be agreed); and
(b) undertaking analysis of relevant data that has been reported by each state over time to identify significant trends and other matters of importance, and updating this analysis as and when further data is reported.

The Ministers for Emergency Services, Environment and Police ensure their departments include in their annual reports the expenditure they have incurred on preparing their staff for critical incidents, and for managing their response to these incidents.

Housing should use risk based analysis of its tenant and property information, job order data and quality assurance results to better inform target setting for KPIs, job order controls, and the sampling used for completed work inspections before and after payment. This analysis should synthesise information from all sources and include a risk assessment of tenants and properties, as well as consideration of the various types of maintenance work being done (emergency, priority and routine, and planned maintenance).

Housing should further develop its Head Contractor key performance indicators to include quality, cost and tenant satisfaction. Currently performance reporting is focused entirely on timeliness indicators.

That the Queensland Reconstruction Authority consider extending the suite of internal performance indicators being used as the Authority matures.

The Department of Human Services should create evaluation guidelines for recovery operations, including links to planning. 

The ANAO recommends that Centrelink:
(a) develop performance measures against which its business continuity management preparation and response can be regularly monitored and assessed by the Business Continuity, Crisis Management and Security Sub-committee; and
(b) provide reports to the Business Continuity, Crisis Management and Security Sub-committee on the findings and implementation of there commendations of post–implementation review reports on business continuity incidents, including IT-related incidents.

The ANAO recommends that the Business Continuity, Crisis Management and Security Sub committee:
(a) endorse an annual program of scheduled testing for business continuity plans, including relevant Disaster Recovery Plans for all services and systems assessed by the agency as being business critical; and
(b) receive performance reports on the completion and key results of plan testing.

In order to identify key business processes and provide for the regular comparative assessment of Maximum Allowable Outage periods (MAOs), the ANAO recommends that Centrelink:
(a) commission a formal Business Criticality Review of its operations, including National Support Office, Area Offices and its service delivery channels; and
(b) establish a process for the annual review and endorsement of MAOs determined by branches to ensure that they represent a collective view on the relative criticality of the services that Centrelink provides.

ACTAS should develop a comprehensive performance management framework that includes key performance indicators and targets aligned to its service delivery activities, to help inform management and stakeholders of its performance.

ACTAS should develop a set of standards to measure and monitor patient satisfaction, so that improvements to the service can be made, based on patient satisfaction information.

ACTAS should establish a clinical information database that:
• enables the tracking and analysis of patient care records;
• facilitates improvements to the clinical care of patients; and
• provides an evidence based dataset to inform the future planning of the delivery of ambulance services.

ACTAS should implement systems to enable the accurate collection and measurement of non-emergency ambulance service bookings to facilitate monitoring of performance and the provision of accurate advice to Government.

ACTAS should log all emergency calls on CAD to document non-ambulance dispatch decisions, and to provide more complete data on demand.

The Australian National Audit Office (ANAO) recommends that, in order to assist management decision making and to inform Parliament about performance, Emergency Management Australia (EMA) develop and report appropriate measures for its key emergency management activities and outcomes.

Formation of a subcommittee of the DHHS Tasmanian Medical Retrieval Services Committee to identify risk exposures, system problems and potential solutions. The subcommittee should review data, problem cases, system issues and generate a risk register. Meetings should occur at least quarterly.

It is recommended that providers supply data to the Board:
- for each rescue attended, the location and type of incident, turnout time, response time and time when available for re- tasking (page 30)
- on the cost of rescue (page 25).