Our audit followed 3 lines of enquiry:
1. Was the government an informed buyer for the new ticketing approach?
2. Did the tender process for the modernised myki ticketing system support achievement of a value-for-money outcome?
3. Is the rollout of the modernised myki ticketing system being managed effectively?
To answer these questions, we examined 9 entities:
Download a PDF copy of Appendix F: Targets missed by a significant margin every year.
Download a PDF copy of Appendix E: Targets met every year.
Download a PDF copy of Appendix D: Outputs we looked at over time.
Download a PDF copy of Appendix C: Review scope and method.
Download a PDF copy of Appendix B: Acronyms and glossary.
Download a PDF copy of Appendix A: Submissions and comments.
This section contains high-level case studies for performance measures in DH, DJCS and DFFH.
The case studies provide insight into whether these departments have achieved their performance targets between 2020–21 to 2024–25.
We looked at a range of quality, quantity and timeliness measures to reflect the diversity of government service delivery and to identify key issues and trends.
For detailed performance results, please see our dashboard.
Covered in this section:
We used data from our annual performance measure dashboard to look at departments’ service delivery performance between 2020–21 and 2024–25.
We looked at 282 performance measures in 34 outputs. From this selection, 101 measures did not have data for every year between 2020–21 to 2024–25.
Of the measures with data, departments met their targets every year in 28.2 per cent of performance measures. They missed their targets by a significant margin every year in 11.0 per cent of performance measures.
Covered in this section:
We looked at departments' service delivery performance in 2024–25.
Departments had 1,299 performance measures in 2024–25. Departments met 65.2 per cent of their targets, but missed 23.2 per cent by a significant margin.
Operational factors, resource constraints and low service uptake or demand are the most common reasons departments gave for missing their targets by a significant margin.
Covered in this section: