AMC processing delays @ Nov 2020

[VK4ADC]

From the WIA web site : 


Excessive Processing delays for new callsigns and exam results.

Date : 10 / 11 / 2020
Author : WIA
Excessive Processing delays for new callsigns and exam results.

Problem Statement:

The WIA has been contacted by many radio amateurs, aspirant radio amateurs and assessors very concerned over current excessive delays being consistently experienced for “deed” processing services. That is new callsign allocations and exam processing.

Recurring delays close to 90 days (or higher) have been consistently reported to the WIA. These members have also expressed frustration with the lack of transparency in terms of getting “time-to-complete” or “processing milestone status” updates. The complainants have also asked what options are available to them in respect to i) resolving their specific issue; and ii) rectifying an obviously broken process.

Background:

These services were outsourced by the statutory communications authority to the current exam provider with a 15 (business) days service levels.

During the early stages of the Covid-19 pandemic during lockdowns in Tasmania, the statutory communications authority provided the current exam provider contract relief by temporarily extending the “deed” service level to 45 days.

Current Status:

The Service Level relief has not yet been rescinded, despite Tasmania not being subject to lockdowns in recent months. Excessive delays are still the subject of many complaints as of late October 2020. From advice received from those who have complained direct to the statutory communications authority, ACMA has stated that the “delays are due to circumstances beyond the current exam providers direct control”. No detail as to why constraints would still apply.

Recommendation:

The WIA advises customers of the current exam provider, AMC Radio Amateur services, who are impacted by excessive delays to send a formal complaint to the exam provider if their request has exceeded the current 45 day service level applicable to these services.

The subject line should include the words “Formal Complaint re: ” and the name of service that has been impacted and the date that service was originally requested.

Optionally you may choose to copy (CC) the ACMA as the current exam provider is required by the “deed” to report unresolved complaints to the statutory authority on a regular basis. Email addresses are on AMC’s and ACMA’s respective websites.

Please do not copy all and sundry in your email – keep it focussed on the parties responsible. Should you receive an unsatisfactory reply, we would welcome that you email us at nationaloffice@wia.org.au.

Next Steps:

The WIA will be liaising with both the AMC and ACMA in the near term to understand the current processing constraints and discuss potential options to resolve.

[VK4ADC]

Incoming email from ACMA 24Nov2020:



24 November 2020

A reminder about respect and basic courtesy

We understand that recently there have been delays in the AMC processing callsign applications, which have been caused by factors out of the AMC’s control.

While this can be frustrating, we have been disappointed to hear reports of rude and disrespectful behaviour from people in the amateur community toward AMC staff.

AMC staff undertake their work with a high level of professionalism and deserve the same respect that we all do for doing our job. It’s never OK to take your frustration out on others.

This behaviour also reflects negatively on the entire amateur community, so if you know anyone demonstrating this behaviour, call it out. Nobody in the workforce should be treated rudely for simply doing their job.

When contacting AMC staff, remember to:

• treat others as you would like to be treated
  
  
• be cooperative and respectful
  
  
• use an appropriate speaking level and tone
  
  
• never use threats, abuse or offensive language.
  
  

If communication is not respectful and courteous, AMC staff have the right to terminate the conversation and record a note of the interaction. Repeated or ongoing disrespectful behaviour will be reported to the ACMA.

We appreciate your understanding and cooperation.

[VK5PJ]

Oh,
now that's a disappointment, even if the AMC people are working from home, it should not blow out to SIX times the period determined by the deed. Maybe the carrier pigeons have take work to rule action?
Peter, vk5pj

[VK4SMJ]

Why haven't they put on extra staff, long ago, to get through this issue?

Some people have been waiting since the end of July and early August on this, and with all the angst that's been brewing with this extended delay, just stick more people on till the backlog is gone!

[VK5TM]

Why haven't they put on extra staff, long ago, to get through this issue?

Because unlike before the change, it is now paid staff that do the work, not volunteers and there is not enough money in amateur licensing to warrant spending any extra.

[VK4ADC]

... YET the AMC committed to a performance clause in their Deed with ACMA, one which they are failing to maintain. 
COVID conditions or not - that is only vaguely relevant since many organisations are work-at-home and are still functioning basically normally.

The Deed is a legal document and the conditions stated in it should be enforced. If they can't or won't meet the Standard then they need to withdraw and the ACMA select another organisation/body to undertake the role.

My 2.2c worth, GST included.

[VK5PJ]

yes it sounds like a typical govt contract, bid low then really under perform as you know the Govt is a toothless tiger and hate to admit they got it wrong in the first place.

[VK4YE]

Incoming email from ACMA 24Nov2020:



24 November 2020

A reminder about respect and basic courtesy

We understand that recently there have been delays in the AMC processing callsign applications, which have been caused by factors out of the AMC’s control.

While this can be frustrating, we have been disappointed to hear reports of rude and disrespectful behaviour from people in the amateur community toward AMC staff.

AMC staff undertake their work with a high level of professionalism and deserve the same respect that we all do for doing our job. It’s never OK to take your frustration out on others.

This behaviour also reflects negatively on the entire amateur community, so if you know anyone demonstrating this behaviour, call it out. Nobody in the workforce should be treated rudely for simply doing their job.

When contacting AMC staff, remember to:

• treat others as you would like to be treated
  
  
• be cooperative and respectful
  
  
• use an appropriate speaking level and tone
  
  
• never use threats, abuse or offensive language.
  
  

If communication is not respectful and courteous, AMC staff have the right to terminate the conversation and record a note of the interaction. Repeated or ongoing disrespectful behaviour will be reported to the ACMA.

We appreciate your understanding and cooperation.

[VK4ADC]

And we will wait while someone at the ACMA or DOC devises a response that the Minister will then authorise to be sent under his signature back to Chris 4YE... and hopefully extended on to us after that.

Some very valid points were made in Chris' letter but I suspect that the matter will end up in the 'too hard' basket.   Too hard to force the AMC to comply with Deed compliance. Too hard to change back from the AMC to the WIA. Possibly even too hard to think about in these troubled political times. And, let's face it : The AMC-ACMA Deed is for a 5 year period and that makes it hard to remove except for non-compliance and would the extended current delay be enough of a trigger to terminate the Deed?

One thought that does come to mind is that there has recently been a rumour of a squabble after the WIA released their Foundation questions on their web site and the AMC became upset because they were the same questions that they had adopted - instead of creating their own question banks.  Maybe the AMC 'person' is too busy with that task (new question banks) to process applications, papers, and allocate callsigns ?????

Will we ever know why the AMC delays have blown out ?  Unlikely, commercial-in-confidence.

We can hope it will get better soon, but don't hold your breath.

[VK5TM]

I suspect all Chris will get back is the pro-forma b******t reply sent by one of the underlings and the Minister won't even see his email, as has happened to me on previous occasions (not related to this matter and somewhat longer time ago).