In 2011-12, the NBA delivered 87 per cent of activities against the planned outcomes. Table 6.1 demonstrates the overall trend in the NBA's delivery against our operational plans over the past five years.
| Year | 2007-08 | 2008-09 | 2009-10 | 2010-11 | 2011-12 |
|---|---|---|---|---|---|
| Performance (%) | 81% | 95% | 91% | 84% | 87% |
Good progress was made in all non-completed items, but several milestones were not met. Thedelays were not significant for external stakeholders as they related to objectives set forinternal procedures in pursuit of continuous improvement.
The NBA commenced the development of the 2012-13 operational plan in June 2012. The plan will take into consideration the 2012-15 corporate plan which is still being finalised.
It is expected that the NBA will continue to focus on supply planning, professional contract negotiation and management, and strategies to increase the appropriateness of product use while increasing our effort on sector systems and data capture and analysis, and promoting theStatement on National Stewardship Expectations for the Supply of Blood and Blood Products.
During 2011-12, the NBA provided secretariat services for five face-to-face meetings of the JBC. The secretariat implemented a number of procedural changes to address recommendations of the Administrative Review of the National Blood Arrangements 2009. All JBC members were satisfied with the quality and timeliness of support provided.
A total of 98.88 per cent of papers prepared by the NBA were provided to the JBC at least seven days before the meetings and 96.6 per cent of recommendations in the NBA papers were agreed by the JBC.
Secretariat services were also provided to the NBA Board, which met five times during 2011-12. All NBA Board meetings were held in Canberra.
The NBA is committed to providing a professional, high quality and efficient service to clients, stakeholders and the general public, in accordance with the Public Service Act 1999. Our roles and responsibilities in dealing with external clients, and their rights in dealing with us, are described in the NBA Customer Service Charter, which was developed in early 2007.
During the year the NBA received two feedback responses through this link, both commenting positively on NBA initiatives. The Customer Service Charter is available on the NBA website at www.nba.gov.au/feedback.html.