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Appendix 10: Disability strategies

The Museum as a 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 2009–10

Goals for
2010–11

Actions for 2010–11

Music programs were offered targeting people with a range of disabilities (inspired by the Vaka Moana and Water exhibitions, September 2009 and January 2010).

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 make programs accessible to people with disabilities.

Establish networks with disability support programs and create further partnerships.

Purchased two new scooters for visitors. Continue to monitor use and maintenance of three-wheeled scooters. Monitor use and organise maintenance of three-wheeled electronic scooters.
Monitored effectiveness of larger font used on temporary signage and the change in colour of text panels in exhibits. Feedback given to exhibitions team. Continue to monitor the effectiveness of temporary and permanent signage in the Museum and provide feedback about changes in ability to access information on these. Provide feedback to curatorial and exhibitions teams regarding the effectiveness of text panels, and to facilities staff regarding the effectiveness of signage. This information comes through the Client Service Charter.
Hearing induction loops in the Studio, Visions and Circa theatres continue to be maintained and provided. Continue to monitor the use of hearing induction loops. Report results and make recommendations for change.
Tour equipment enabled use with personalised hearing loops and options for single and dual headphones with clearer reception. Continue to monitor the use of tour equipment. Report feedback to Visitor Services Staff.
Continued to monitor and record the number of people with a disability accessing guided tours. Continue to monitor and record the number of people with a disability accessing guided tours.

Continue to monitor the use of tour equipment.

Provide tours to people with disabilities on request. Update Museum website to let people know they can request such tours.

Continued to operate 'touch trolleys' in gallery areas and monitor effectiveness. Regularly update contents of 'touch trolleys' and monitor effectiveness. Regularly update contents of 'touch trolleys' and monitor effectiveness.
Ensured that face-to-face interpretive talks are consistent with curator notes provided on exhibits.

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

Continue to ensure face-to-face interpretive talks are consistent with curator notes provided on exhibits.

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.

New Visitor Services Interpretive Framework developed and implemented.

Joined the Companion Card Scheme and allows carers to enter all events and exhibitions free of charge.

Continue to participate in the Companion Card Scheme and provide information to other areas as needed around conditions of entry.

Approve and implement assistance animals process.

All staff trained in the identification and processes regarding access for visitors with assistance animals.
Cloakroom refurbished to provide better access for people with a disability, including lighter coloured counters and crenellation for easier access.
Continue to improve access for people with disabilities. Update Museum website access page.

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

Level of performance
2009–10

Goals for
2010–11

Actions for
2010–11

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
2009–10

Goals for
2010–11

Actions for
2010–11

Client Service Charter provides mechanisms which 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
2009–10

Goals for
2010–11

Actions for
2010–11

Publicly available information regarding purchasing specifications is available in electronic and hard copy formats via AusTender. Large print available on request.

Maintain same level of performance as in 2009–10.

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 that 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
2009–10

Goals for
2010–11

Actions for
2010–11

Feedback from Client Service Charter, and visitor exit interviews, was acted upon.

Maintain same level of performance as in 2009–10 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, memoranda 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
2009–10

Goals for
2010–11

Actions for
2010–11

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

Maintain same level of performance as in 2009–10.

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

Existing standard form documents for the purchase of goods and services have been reviewed and updated where necessary. These templates specify that contractors and service providers must comply with Commonwealth legislation that may be applicable to the performance of the contract, including the Disability Discrimination Act 1992.

Maintain same level of performance as in 2009–10.

Ensure standard for purchasing agreements or panel arrangements continue to specify that contractors and service providers must comply with Commonwealth legislation that may be application to the performance of the contract, including 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
2009–10

Goals for
2010–11

Actions for
2010–11

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

Maintain same level of performance as in 2009–10.

No new actions identified.


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
2009–10

Goals for
2010–11

Actions for
2010–11

The Museum's Client Service Charter provides these mechanisms.

Maintain same level of performance as in 2009–10.