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Appendix 10 - Disability strategies

In previous years the National Museum of Australia reported its progress of implementing the Commonwealth's Disability Strategy against three roles: the Museum as employer, purchaser and provider. Reporting requirements under the employer role have been transferred from the Commonwealth Disability Strategy to the Australian Public Service Commission (APSC).

From 1 July 2007 the Museum will therefore outline, through its Annual Report, performance of its roles as purchaser and provider and will report against its Employer role through the APSC's State of the Service agency survey.

The Museum as provider

Performance indicator
Providers have established mechanisms for quality improvement and assurance.
Performance measure
Evidence of quality improvement and assurance systems in operation.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

A three-wheeled scooter continues to be maintained and provided for visitors.

Provided feedback to Museum stakeholders about the needs of visitors and the use of temporary and permanent signage.

After feedback through the Client Service Charter, seating was placed near the entrance to the Museum to provide a resting spot for visitors making their way into the Museum.

Hearing induction loops in the Studio, Visions and Circa theatres continue to be maintained and provided.

Last financial year's purchase of new tour equipment enables use with personalised hearing loops and options for single and dual headphones with clearer reception.

Established a system to monitor and record the number of people with a disability who access guided tours.

Visitor services hosts ran a successful and engaging tour for special needs children in the Garden of Australian Dreams.

Touch trolleys are available in a number of public areas in the Museum. This year Indigenous cadets updated and cleaned the touch trolleys.

The Visitor Services team has expanded the number of face-to-face interpretative products in direct response to visitor requests. These face-to-face interactions provide the opportunity to identify and tailor talks for individual visitor needs.

Conducted disability awareness training for the Visitor Services team.

In the Museum's routine exit interviews, a question was included about visitor disability/limits to access. As a result, hooks on the backs of toilet doors were changed.

Auslan storytelling no longer offered on Sundays.

Created programs targeting people with disabilities for the temporary exhibition Papunya Painting as a pilot for further programming.

Continue to monitor use and maintenance of three-wheeled scooter.

Continue to monitor the changes made to temporary and permanent signage in the Museum.

Continue to obtain information from the Client Services Charter to ascertain the needs of visitors with a disability.

Continue to monitor the use of hearing induction loops.

Continue to monitor the use of tour equipment to identify possible incompatibility of tour technology with visitors' personalised hearing aids.

Continue to monitor and record the number of people with a disability accessing guided tours.

Consult with the Audience and Programs division to ascertain responsibility of updating touch trolleys.

Continue to monitor the viability of face-to-face interpretive talks.

Continue to support individual needs particularly in relation to disability during face-to-face interpretation. Support and facilitate training of staff in order to provide them with more effective interpretation skills for people with a disability.

Continue to work with other Museum stakeholders to make appropriate and needed changes in the Museum to accommodate visitors with a disability.

Continue to monitor the needs of hearing impaired visitors to the Museum.

Continue collecting data to ensure representative sample size.

Integrate interpretation activities suitable for people with disabilities into the schedule of public programs.

Offer free-of-charge program participation to people with disabilities.

Continue to provide Auslan interpretation upon request.

Monitor use and organise maintenance of three-wheeled electronic scooter. Consider the feasibility of a second scooter purchase.

Monitor effectiveness of larger font used on temporary signage and the change in colour of text panels on exhibits.

Work with other sections in the Museum to facilitate changes on an as-needs basis.

Report results
and make recommendations for change. Report feedback to Media Operations.

Conduct at least three guided tours for people with a disability.

Continue to operate touch trolleys in gallery areas and monitor effectiveness.

Ensure that face-to-face interpretive talks are consistent with curator notes provided on exhibits.

Continue to conduct disability awareness training on an
as-needed basis. Increase number of interpretation activities suitable for people with disabilities.

Provide feedback to appropriate staff concerning these needs.

Provide feedback where appropriate concerning the needs of hearing impaired visitors to the Museum.

Continue to make programs accessible to people with disabilities.

Establish networks with disability support programs and create further partnerships.

Monitor effectiveness and actual requests for Auslan guided tours and public programs.


Performance indicator
Providers have an established Client Service Charter that specifies the roles of the provider and consumer and service standards that address accessibility for people with disabilities.
Performance measure
Established Client Service Charter that adequately reflects the needs of people with disabilities in operation.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

The Client Service Charter specifies the role of both provider and consumer, and service standards as defined in the Client Service Charter reflect the needs of people with a disability.

Continue to provide an avenue for feedback through the Client Service Charter brochure.

Advise Museum stakeholders of feedback and changes needed for visitors with a disability.


Performance indicator
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about performance.
Performance measure
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

The Client Service Charter provides mechanisms that reflect the Australian Standard AS4269—1995.

Review mechanisms, based on feedback from clients.

Continue to respond to visitor feedback through the Client Service Charter.

Continue to ensure the Client Service Charter considers complaints/grievance mechanisms.

The Museum as purchaser

Performance indicator
Publicly available information on agreed purchasing specifications are available in accessible formats * for people with disabilities.
* Accessible electronic formats include ASCII (or .txt) files and html for the web. Non-electronic accessible formats include braille, audio cassette, large print and easy English. Other ways of making information accessible include video captioning and Auslan interpreters.
Performance measure
Percentage of publicly available purchasing specifications requested and provided in:
  • accessible electronic formats
  • accessible formats other than electronic.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

Publicly available information regarding purchasing specifications is available in electronic and hard copy formats via Austender.

Big print available on request.

Maintain same level of performance as in 2007–08.

Review and revise, where necessary, Museum procurement policies, procedures and practices, and promote to managers and staff.

Performance indicator
Processes for purchasing goods or services with a direct impact* on the lives of people with disabilities are developed in consultation with people with disabilities.
* Direct impact means those goods and services which will have an explicit consequence, effect or influence on people with disabilities. It includes the purchase of mainstream goods and services as well as specialist disability services.
Performance measure
Percentage of processes for purchasing goods or services that directly impact on the lives of people with disabilities that are developed in consultation with people with disabilities.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

Feedback from the Client Service Charter and visitor exit interviews acted upon with regard to several areas (see under the performance indicator: Providers have established mechanisms for quality improvement and assurance).

Maintain same level of performance as in 2007–08 and continue to monitor visitor feedback to ensure appropriate products and services are developed/purchased.

Further consultation and expert advice where considered appropriate.

Performance indicator
Purchasing specifications* and contract requirements for the purchase of goods and services are consistent with the requirements of the Disability Discrimination Act 1992.
* Purchasing agreements can include contracts, memorandums of understanding and service level agreements.
Performance measure
Percentage of purchasing specifications for goods and services that specify that tender organisations must comply with the Disability Discrimination Act 1992.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

Where relevant to a program, specifications and requirements were consistent with the requirements of the Disability Discrimination Act 1992.

Existing standard form documents for the purchase of goods and services have been reviewed and updated where necessary. New templates for the purchase of certain categories of goods and services have also been developed. These templates specify that contractors and service providers must comply with the Disability Discrimination Act 1992.

Maintain same level of performance as in 2007–08.

Review specifications and requirements where relevant to ensure ongoing consistency with the Disability Discrimination Act 1992.

Ensure new standard form purchasing agreements or panel arrangements specify that contractors and service providers must comply with the Disability Discrimination Act 1992.

Performance indicator
Publicly available performance reporting against the purchase contract specifications requested in accessible formats for people with disabilities is provided.
Performance measure
Percentage of publicly available performance reports against the contract purchasing specification requested and provided in:
  • accessible electronic formats
  • accessible formats other than electronic.
Average time taken to provide accessible material in:
  • electronic formats
  • formats other than electronic.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

Where requested, reports against the contract purchasing specification are provided in accessible formats.

Maintain same level of performance as in 2007–08.

No new actions identified.

Performance indicator
Complaints/grievance mechanisms, including access to external mechanisms, in place to address concerns raised about provider's performance.
Performance measure
Established complaints/grievance mechanisms, including access to external mechanisms, in operation.

Level of performance 2007–08

Goals for 2008–09

Actions for 2008–09

The Client Service Charter provides these mechanisms.

Maintain same level of performance as in 2007–08.

Continue to ensure the Client Service Charter considers complaints/grievance mechanisms.