This Fire Services Outcomes Framework – Progress Report provides the Country Fire Authority (CFA) and Fire Rescue Victoria (FRV) Quarter 2 (Q2) FY 2022–23 fire services performance indicator results, in line with FSIM’s legislative requirements under section 141 of the Fire Rescue Victoria Act 1958 (FRV Act).
This report presents quarterly results provided by CFA and FRV against their respective performance measures and agency commentary on quarterly performance. FSIM has included historical data against measures provided by agencies, where possible, dating back to the start of reform (1 July 2020) as a reference for the reader. FSIM notes that, in Q2, historical data is limited due to changes in agencies’ outcomes frameworks and other incidents outlined below.
Reporting on Outcomes
Section 140(1) of the FRV Act requires CFA and FRV to each prepare an outcomes framework that sets out their respective outcomes-based fire service performance measures. In developing their outcomes frameworks, CFA and FRV each determined their own strategic organisational priorities and the associated indicators and measures of performance to be included in those frameworks.
Tracking the progress of agencies towards their outcomes is a long-term proposition and many trends or patterns are only observable over an extended period. For this reason, FSIM has updated its outcomes reporting approach. For quarters one to three, FSIM will highlight particular indicators in the summary by exception where a result:
- shows a continuing off-track trend over repeated quarters
- demonstrates a notable achievement
- is a significant change from the previous quarter (positive or negative).
FSIM notes that some performance measures are influenced by factors outside the control of CFA or FRV and in some instances, agencies may not be able to provide substantiated reasons for changes to results within the three categories listed above. FSIM will continue to work with agencies to explore clearer linkages and explanations of contributing factors to results as their outcomes reporting continues to develop.
Starting in Q4 FY 2022–23, FSIM will initiate an annual overview of agency outcome progress. With the foundational elements of each agencies’ outcomes frameworks now in place, agencies can begin to develop a deeper understanding of trend data and meaningful insights towards outcomes performance.
Maturing outcomes frameworks
The CFA and FRV Outcomes Frameworks signal the strategic priorities of each organisation, and each provides a set of measures to demonstrate progress towards their respective strategic goals. The ongoing review and refinement of both Outcomes Frameworks is important to assist agencies to assess progress towards delivering against their objectives and support informed, evidence-based decision making.
CFA’s Year Three Outcomes Framework
In Q2, CFA commenced reporting on its Year Three Outcomes Framework. The CFA Year Three Outcomes Framework has refined 23 indicators from the CFA Year Two Outcomes Framework, which included updating business rules for three1 indicators and revising all baselines.2 The revised baselines will provide an opportunity to better compare quarterly and seasonal variation through time. The CFA Year Three Outcomes Framework also includes five3 new indicators that CFA considers important to inform strategic outcomes.
In this report, all CFA indicator results are reported as a quarterly total which provides consistency and clarity when comparing results across time4. CFA developed an annual target for one indicator5 and is considering targets for some indicators which may be used in future reporting. For some indicators, targets will provide a clear point of focus to better monitor and evaluate the effectiveness of CFA’s ability to meet its strategic objectives.
Given CFA’s transition to the Year Three Outcomes Framework report and resulting changes to baselines, FSIM has not reported historical trends for updated Year Three Outcomes Framework indicators. Further, FSIM has not included any baselines in the trend analysis charts as the data sets have altered. Given the changes to baselines across CFA’s indicators, FSIM has not elevated any specific issues against the above criteria to the summary.
FRV’s Outcomes Framework
FRV finalised its Outcomes Framework in FY 2021-22. Given the impacts of the recent cyber-attack on FRV’s systems (outlined below) reporting this quarter is very limited. FRV have reported against five measures.
FRV cyber-attack
A cyber-attack on FRV in December 2022 has had a severe impact on FRV’s information and computer technology systems and FRV’s Q2 FY 2022–23 reporting. As a result, FRV can only report on five measures in Q2.
FRV is undertaking work to investigate the cyber-attack and restore the IT environment as quickly as possible and in the meantime, FRV reports that it is developing and implementing interim solutions to maintain system functionality and data collection functions, where possible. However, the timeframe for retrieval of data stored in those systems, and access to systems and applications is still unknown. FRV advises that, at this point, it is unclear which data for the period of the outage can be extracted and reported on retrospectively.
FRV reports implementing business continuity measures, workarounds and contingencies to ensure that service delivery continues.
FRV is also exploring developing and implementing interim reporting solutions using data provided by ESTA to restore essential incident reporting functionality within FRV. This will include data for the period of the outage being made available to be reported on retrospectively.
FRV reports that crews continue to turn out through the use of mobile phones, pagers and radios and that it has maintained a range of corporate support functions during the cyber-incident. FRV advises it is publishing regular updates for the community and stakeholders on its website at www.frv.vic.gov.au.
Outcomes framework Q2 results commentary overview
Indicators showing a continued off-track trend:
Service Level Agreements (SLAs)
FRV’s ‘Service Level Agreement’ indicator monitors the number of SLAs (also known by both agencies as Service Level Deeds of Agreements) that are agreed to in-principle by CFA and FRV. FSIM considers that completion of clear, agreed, and implemented SLAs between agencies underpins the broader success of the Fire Services Reform, particularly supporting "an effective and productive working relationship across the fire services and other emergency service agencies, building on the principle of interoperability”.6 These SLAs provide a foundation for role clarity and functions for volunteers and staff in both agencies and are required to harmonise procedures.
FRV confirmed that the Q2 result for this indicator remains at 88% and advises that CFA and FRV are working collaboratively to finalise the Tools and Trade Lease agreement. FRV reports ongoing collaboration in conducting service and maintenance testing of breathing apparatus, despite cyber-attack disruptions, which corresponds with the Protective Equipment SLA. FRV also notes that further work needs to be conducted to agree on the Operational Communications SLA, with discussions continuing in February. Finally, FRV reports that the cyber-attack impacted FRV’s ability to progress the Dangerous Goods and Major Hazard Facilities SLA in Q2.
Footnotes
[1] CFA indicators with updated business rules: 2.3.6, 3.2.3, 4.2.2
[2] Revised baselines are reported using a quarterly average.
[3] CFA new indicators: 2.3.2, 2.3.3, 3.3.3, 3.4.3, 4.1.1
[4] In previous quarters, CFA reported results for 11 indicators (1.2.1, 2.1.1, 2.1.2, 2.3.1, 2.3.4, 2.3.5, 3.1.1, 3.1.3, 3.1.4, 3.1.5, 4.4.1) as a YTD cumulative result.
[5] An annual target has been developed for indicator 2.3.6.
[6] Year Two to Five Fire Services Reform Implementation Plan,pg 25
Updated