A report has been released analysing the impact of Compulsory Competitive Tendering on users of aged and disability services provided by Victorian Councils.
The two year study was carried out by Victoria’s RMIT University School of Management. It surveyed service users in 23 Council areas, including metropolitan, rural, and rural City Councils. In addition, it contains the results of interviews with 40 managers in 22 Local Government areas.
The study concludes that while there has been little adverse impact noticed by users, there is little evidence to support claims that CCT would improve the quality and efficiency of service delivery.
An author of the report, Narelle Higgins, said that although a majority of users were satisfied with their service a significant number noted cutbacks and changes to their service. However, she said these changes were not always attributable to CCT but sometimes resulted from other policy decisions.
According to the report, quality improvements that were noticed by managers were in relation to improved documentation and monitoring, rather than the actual service delivered. The report states, since contracting, feedback processes are now generally perceived as much more complex. People were unsure of whom to contact or give feedback to in a contracted service.
Many service users also felt they were unable to have a say in the processes and some managers themselves were unclear about lines of responsibility in the delivery of services. Recommendations to improve service quality and delivery, centre on the need to refocus on service users as the central point of policy development.
Specific recommendations include the following.
- That service users be viewed as partners in their care by service providers.
- Adequate working conditions and remuneration for care workers be seen as integral to providing quality care.
- That a ‘rights approach’ for service users be modelled by services.
- That governments specify community service obligations in local services as part of the ‘public interest’ test application of National Competition Policy.
For further information contact Sharon Moore, telephone (03) 9925 5934.
