Developing and delivering financial assistance programs is a complex and demanding task. QRAA delivers programs to proven project management principles and methodologies to ensure well planned and smooth administration.
QRAA’s end-to-end service delivery model typically operates to four stages. These are further explained in the QRAA Delivery Model diagram which can be viewed by selecting the image below:
More information about the programs QRAA has administered for various government agencies using this delivery model is available in our program portfolio snapshot.
During this first phase of service delivery, QRAA liaises with the government agency to negotiate and develop a Service Level Agreement which clearly sets out QRAA’s service obligations and delivery standards.
This phase also involves development of the program administration scope and determining which of the following QRAA service offerings will be required:
- end-to-end application processing
- partial service offering or a select combination of services
- additional support services (e.g. marketing and communications and enhanced customer service options)
Planning and development
During this phase, QRAA:
- liaises with the government agency to consider the range of possible application scenarios in order to anticipate assessment issues and mitigate risk
- follows best practice principles to carefully design integrated and fit-for-purpose programs, including guidelines, application forms and assessment / decision making processes and training guides
- establishes all systems, processes and resources necessary to support the implementation and audit of the program
- where required, establishes the program as an ’approved scheme‘ within the Rural and Regional Adjustment Regulation 2011.
This phase typically commences when a program opens to applications.
To manage the processing of applications, QRAA forms dedicated assessing teams of highly skilled and experienced officers who:
- apply transparent and impartial decision making
- ensure assessments and decisions are appropriately documented and defensible
- monitor and control the progress of application processing to ensure agreed performance standards are achieved
- monitor and treat risks and issues as they are identified
- maintain regular communication with government agencies
- apply quality assurance processes.
Once a program is closed and service level agreements terminate, QRAA provides government agencies with assurance that there are no residual matters outstanding. This involves:
- finalisation of assessments
- final reporting and program evaluation
- settlement of any remaining scheme funding.