Australian Capital Territory
Territory Records (Records Disposal Schedule – Family Services Records) Approval 2017 (No 1)
Notifiable instrument NI2017 —391
made under the
Territory Records Act 2002, s 19 (Approval of schedules for the disposal of records)

1	Name of instrument
This instrument is the Territory Records (Records Disposal Schedule – Family Services Records) Approval 2017 (No 1)
2	Commencement
This instrument commences on the day after notification.
3	Approval
I approve the Records Disposal Schedule – Family Services Records.

Danielle Wickman
Director of Territory Records
19 July 2017

Records Disposal Schedule
Family Services Records

Table of Contents
INTRODUCTION
PURPOSE
SCOPE
AUTHORITY
STRUCTURE AND RELATIONSHIP TO THE WHOLE OF GOVERNMENT THESAURUS
Whole of Government Thesaurus
GUIDELINES FOR USE
Coverage of authority
Layout of the schedule
FORMAT OF RECORD
Electronic records
DESTRUCTION OF RECORDS
UPDATING THE RECORDS DISPOSAL SCHEDULE
ASSISTANCE IN USING THE RECORDS DISPOSAL SCHEDULE
RELATED LEGISLATION
DEFINITIONS
Agency
Appraisal
Business Classification Scheme
Principal Officer
Records
Records of an Agency
Records Disposal Schedule
Records Management Program
Recordkeeping Systems
Scope Note
Sentencing
Territory Archives
BUSINESS CLASSIFICATION SCHEME
FAMILY SERVICES
RECORDS DISPOSAL SCHEDULE
FAMILY SERVICES
Acquisition
Acquisition (Continued)
Acquisition (Continued)
Advice
Case Management
Contract Management (Continued)
Customer Service
Customer Service (Continued)
Partnerships & Collaboration
Partnerships & Collaboration (Continued)
Performance Management
Planning
Planning (Continued)
Policies & Procedures
RETAIN AS TERRITORY ARCHIVES
FAMILY SERVICES
Acquisition
Customer Service
Partnerships & Collaboration
Planning

INTRODUCTION
The Records Disposal Schedule - Family Services Records is the official authority for the disposal of these ACT Government Records.
It is one of a series of Whole of Government Records Disposal Schedules authorised by the Director of Territory Records in accordance with the provisions of the Territory Records Act 2002. It is used in conjunction with other Territory Records Disposal Schedules.
PURPOSE
The purpose of this Records Disposal Schedule is to provide for the authorised disposal of records created or maintained by ACT Government Agencies.
SCOPE
This Records Disposal Schedule applies to records created or maintained by ACT Government Agencies. It applies to records in any format, including electronic records.
AUTHORITY
The Director of Territory Records, in consultation with stakeholders and the Territory Records Advisory Council, has approved this Records Disposal Schedule for use. The schedule does not take effect until it has been incorporated into an agency's Records Management Program that has been signed off by the Principal Officer of the agency.
Even so, officers using this Records Disposal Schedule should apply it with caution. They should be aware that the authorisations for disposal are given in terms of the Territory Records Act 2002 only. Officers must not dispose of records in contravention of this Records Disposal Schedule or other requirements.
This Records Disposal Schedule will remain in force until a new schedule supersedes it or the Director of Territory Records withdraws it from use.
STRUCTURE AND RELATIONSHIP TO THE WHOLE OF GOVERNMENT THESAURUS
A Records Disposal Schedule generally specifies retention periods. That is, how long records are to be retained by the agency before being destroyed or retained as Territory Archives.
Retention periods set down in this schedule are minimum periods only and an agency may keep records for a longer period if considered necessary for business requirements. Reasons for longer retention could include legal requirements, administrative need or agency directives.  An agency must take all reasonable steps to ensure that no legal action is contemplated in relation to its records and must not dispose of any records where it is aware of possible legal action for which the records may be required as evidence or if there is a current records disposal freeze in effect.
The Records Disposal Schedule - Family Services Records has a hierarchical structure that reflects its arrangements according to functions and activities, rather than by subject, and this also reflects a close relationship to the Whole of Government Thesaurus. The Records Disposal Schedule is designed to be applicable to all records relating to the function described in this schedule regardless of titling conventions used, so that records, which have not been classified and titled using the terminology represented by this Records Disposal Schedule, may still be sentenced with relative ease.
Whole of Government Thesaurus
The Whole of Government Thesaurus is a controlled vocabulary of terms designed for use in the classifying, titling and indexing of records on creation.
The Whole of Government Thesaurus has been developed on the basis of the former Territory Version of Keyword AAA (TVKAAA) (2010).  In the Whole of Government Thesaurus all functions are considered to be functions performed by the ACT Government and have been included following consultation with stakeholder agencies and after consideration by the Territory Records Office (TRO) via a formal approval process.
The Whole of Government Thesaurus is mandated by the Director of Territory Records for use by all ACT Government agencies as part of classifying and titling of their paper and electronic records. See also Records Advice No.28 Functional directories on shared drives.
The disposal actions listed in this Records Disposal Schedule were determined through the process of appraisal in accordance with Territory Records (Records, Information and Data) Standard 2016. Appraisal is based upon the same type of analysis of business activity employed in the classification scheme used in the Whole of Government Thesaurus. Essentially, appraisal involves attaching record retention periods and disposal decisions (and even records creation requirements and rules) to the same classification scheme.
GUIDELINES FOR USE
Coverage of authority
The Records Disposal Schedule - Family Services Records:
•	covers all records related to the function;
•	is intended to be used in conjunction with other Territory Whole of Government Records Disposal Schedules;
•	specifies the minimum period records should be kept (retention periods) 
•	specifies whether, upon the expiry of the retention periods, the records may be destroyed or are required as Territory Archives; and
•	is applicable to records created and maintained in any format, including electronic or formats such as microfiche.

Layout of the schedule
This Records Disposal Schedule begins with an introduction incorporating definitions and the business classification scheme. Then each of the functions and activity disposal sets or 'disposal classes' relating to the functions are described. These are followed by a composite list of classes designated 'Retain as Territory Archives'. The functions and activity disposal sets show the following details:
Function.
This is the broad level business function and is displayed in bold capital letters at the top of each page. It is the highest level in the business classification scheme. It is followed by the scope note, which provides definitions of the function and a collective view of the business activities that make that function unique.
Activity.
Activities are the processes or operations that make up the business function. They are set in bold and italics below the function statement. This is the second level of the business classification scheme. The scope of the activity encompasses all of the transactions that take place in relation to the activity. Activities can relate to many functions with the scope notes covering all of these relationships (e.g., the activity 'Policy' is linked to all of the functions). However, each function and activity set represents a unique unit.
Entry No.
This is the disposal class number allocated based on the function and activity set and the class number of the record. The barcode is the same as the Entry No. and may be used in an automated recordkeeping system.
Description of Records.
This is the description of the records documenting the business function, activity and transactions. The descriptions can relate to one record such as a register or a group of records documenting a particular set of transactions.
Disposal Action.
This is the minimum period a record must be kept for and is the trigger event from which the disposal date can be calculated.

FORMAT OF RECORD
This Records Disposal Schedule is applicable to any record that performs the function prescribed, irrespective of format. Records may include:
•	cards;
•	registers;
•	files;
•	microfilm;
•	COM (computer output microfiche);
•	electronic records, including various electronic media, and
•	any other formats.
Electronic records
Refers to records created, communicated and maintained by means of electronic equipment. Information could be maintained/stored in a number of ways - on the database (the main database, or a special archives database); on magnetic media; on optical disks; or on separate hardcopy (paper, COM).
Electronic records must be readily accessible for the length of the specified retention period. Routine treatment (such as wiping, updating, alterations or re-recording) does not constitute disposal.
DESTRUCTION OF RECORDS
When the approved disposal date for the destruction of records has been reached, appropriate arrangements for their destruction should be made. It is the responsibility of each agency to ensure that its records are destroyed in a secure and appropriate manner as indicated in the agency Records Management Program.
UPDATING THE RECORDS DISPOSAL SCHEDULE
Records Disposal Schedules are reviewed and updated from time to time. For suggested amendments or alterations to this schedule please contact the Director of Territory Records.
ASSISTANCE IN USING THE RECORDS DISPOSAL SCHEDULE
Agencies requiring any assistance in the interpretation or implementation of any Records Disposal Schedule are encouraged to contact the Director of Territory Records.

RELATED LEGISLATION
The following legislation is related to the records classes covered by this Records Disposal Schedule:
Corporations Act 2001 (Cwlth)
Criminal Code 2002
Evidence Act 2011
Freedom of Information Act 1989
Government Procurement Act 2001
Housing Assistance Act 2007
Information Privacy Act 2014
Limitations Act 1985
Partnership Act 1963
Privacy Act 1988 (Cwlth)
Protection of Public Participation Act 2008
Territory-owned Corporations Act 1990
Territory Records Act 2002

DEFINITIONS
Agency
The Executive, an ACT Court, the Legislative Assembly Secretariat, an administrative unit, a Board of Inquiry, a Judicial or Royal Commission, any other prescribed authority, or an entity declared under the regulations of the Territory Records Act 2002 to be an agency.
Appraisal
The process of evaluating business activities to:
•	determine which records need to be created and captured;
•	determine how long the records need to be kept to meet business needs; and
•	meet the requirements of organisational accountability and community expectations.
Business Classification Scheme
A hierarchical scheme for identifying and defining the functions, activities and transactions an agency performs in the conduct of its business, and the relationships between them.
Principal Officer
The Chief Executive of an administrative unit, or its equivalent in other types of agencies.
Records
Information created, received, and maintained as evidence and information by an organisation or person, in pursuance of legal obligations or in the transaction of business. This recorded information must be maintained or managed by the agency to provide evidence of their business activities. Records can be in written, electronic or any other form.
Records of an Agency
Records, in writing, electronic or any other form, under the control of an agency or to which it is entitled to control, kept as a record of its activities, whether it was created or received by the agency.
Records Disposal Schedule
A document approved by the Director of Territory Records, which sets out the types of records an agency must make and how long they must be kept.
Records Management Program
A document that complies with Section 16 of the Territory Records Act 2002 by setting out the means by which an agency will manage its records, and is approved by the agency's Principal Officer.

Recordkeeping Systems
Information systems that capture, maintain and provide access to records over time. While the term is often associated with computer software, Recordkeeping Systems also encompass policies, procedures, practices and resources that are applied within an agency to ensure that full and accurate records of business activity are made and kept.
Scope Note
An explanation of terms used in describing the records and the context in which they were made and used.
Sentencing
The process of applying appraisal decisions to individual records by determining the part of a Records Disposal Schedule that applies to the record and assigning a retention period consistent with that part.
Territory Archives
Records preserved for the benefit of present and future generations.

BUSINESS CLASSIFICATION SCHEME

FAMILY SERVICES 
The function of providing a range of universal and targeted parent and family services including specialist support services, early intervention, development and activities and assistance to children and families.
Acquisition
The activities associated with acquiring goods, services or works from an external source by purchase, lease, rental or exchange.  Includes acquisition planning and evaluation, providing or receiving acquisition advice, liaison with vendors and service providers, purchase requests, quotations, purchase orders, bids and offers, tenders, the establishment of contracts and agreements, including service level agreements and memorandums of understanding, and arrangements for the delivery of goods and services.
Advice
The activities associated with offering opinions by or to the agency as to an action or judgement. Includes the process of advising.
Case Management
The activity of managing an incident, person, organisation or client on a case basis. Case management incorporates the process of assessment, planning, facilitation and advocacy for options and services to meet an individual's, organisation's or client's needs or outcomes. Includes processing applications; authorisations and approvals; the establishment of a client; developing, implementing and monitoring case plans; the ongoing delivery and provision of services; finalisation of services and reviews of service delivery.
Contract Management
The activities associated with managing the performance of work or the provision of services by external consultants and contractors following their initial engagement.  Includes instructions to contracted personnel, progress reports, monitoring of expenditure against budgets, and performance reviews.
Customer Service
The activities associated with providing services of the organisation to meet the needs of customers by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.  Includes providing assistance and support, receiving and responding to complaints, enquiries, requests, feedback, suggestions, customer greetings, the preparation of customer service plans and charters and conducting customer research and surveys.
Partnerships & Collaboration
The activities associated with establishing and managing partnerships, joint ventures or similar collaborative arrangements where there is joint contribution of funds and/or time.  Includes private sector ventures with public sector organisations.

Performance Management
The activities associated with the management of employees, services, programs, and organisations to ensure that goals and objectives are achieved efficiently effectively and accountably.  Includes identifying, evaluating and developing tools and processes for measuring performance and providing recognition and feedback to employees, workgroups or organisations.  Also includes catering for employees work needs and offering career guidance.
Planning
The activities associated with carrying out systematic planning in order to meet strategic, business or operational goals and objectives.
Policies & Procedures
The activities associated with drafting, developing and implementing policies, procedures, and guidelines establishing decisions, directions, precedents and standard methods of operating which act as a reference for future decision making, and maintaining their currency over time.  Includes guidelines devised by both internal and external sources of authority, rules and instructions.

RECORDS DISPOSAL SCHEDULE

FAMILY SERVICES
The function of providing a range of universal and targeted parent and family services including specialist support services, early intervention, development and activities and assistance to children and families.
Acquisition
The activities associated with acquiring goods, services or works from an external source by purchase, lease, rental or exchange.  Includes acquisition planning and evaluation, providing or receiving acquisition advice, liaison with vendors and service providers, purchase requests, quotations, purchase orders, bids and offers, tenders, the establishment of contracts and agreements, including service level agreements and memorandums of understanding, and arrangements for the delivery of goods and services.
[For the ongoing management of contracts and agreements with consultants, contractors and service providers once established, use Contract Management.
For acquisition policies, procedures and guidelines, use STRATEGY & GOVERNANCE – Policies & Procedures.
For donations of property, vehicles, equipment, artefacts, money or other items donated to the organisation, use Donations.]

Entry No.	Description of Records	Disposal Action	
201.003.001	Records documenting the evaluation of potential programs, services and projects for their suitability and the development of significant procurement agreements with implications for major financial liabilities or financial obligations, including acquisitions for programs, services and projects which are of significance to the Territory or relate to significant government priorities and policies.  Includes:
•	budget bids;
•	tender documentation and tenders, including:
o	statements of requirements;
o	requests for proposals;
o	expressions of interest;
o	requests for tender (RFT);
o	draft contracts;
•	post-offer negotiations and due diligence checks;
•	modelling and/or forecasting;
•	working papers;
•	negotiations;
•	establishments;
•	reviews;
•	final versions.	Retain as Territory Archives	
*201.003.001*			
Acquisition (Continued)
The activities associated with acquiring goods, services or works from an external source by purchase, lease, rental or exchange.  Includes acquisition planning and evaluation, providing or receiving acquisition advice, liaison with vendors and service providers, purchase requests, quotations, purchase orders, bids and offers, tenders, the establishment of contracts and agreements, including service level agreements and memorandums of understanding, and arrangements for the delivery of goods and services.
[For the ongoing management of contracts and agreements with consultants, contractors and service providers once established, use Contract Management.
For acquisition policies, procedures and guidelines, use STRATEGY & GOVERNANCE - Policies & Procedures.
For donations of property, vehicles, equipment, artefacts, money or other items donated to the organisation, use Donations.]

Entry No.	Description of Records	Disposal Action	
201.003.002	Records documenting the activities involved in the acquisition of goods and or services for managing the family services function. Includes;
•	requisitions and order forms;
•	tender documentation and tenders;
•	the development of agreements that are not of significance to the Territory, government priorities or policies relating to the family services function (e.g. credit card contracts);
•	negotiations, establishment, maintenance and review of agreements;
•	simple contracts and agreements and contracts under seal;
•	post-offer negotiations and due diligence checks;
•	minutes of meetings with main stakeholders, includes meetings with external agencies;
•	performance and evaluation reports;
•	evaluation of potential programs and services that are considered minor or did not have major impacts on government priorities, policies or economic reforms.	Destroy 12 years after last action	
*201.003.002*			

Acquisition (Continued)
The activities associated with acquiring goods, services or works from an external source by purchase, lease, rental or exchange.  Includes acquisition planning and evaluation, providing or receiving acquisition advice, liaison with vendors and service providers, purchase requests, quotations, purchase orders, bids and offers, tenders, the establishment of contracts and agreements, including service level agreements and memorandums of understanding, and arrangements for the delivery of goods and services.
[For the ongoing management of contracts and agreements with consultants, contractors and service providers once established, use Contract Management.
For acquisition policies, procedures and guidelines, use STRATEGY & GOVERNANCE - Policies & Procedures.
For donations of property, vehicles, equipment, artefacts, money or other items donated to the organisation, use Donations.]

Entry No.	Description of Records	Disposal Action	
201.003.003	•	review of agency finance related programs and operations, including documents establishing the review, final reports, action plans;
•	tender and contract registers;
•	unsuccessful tenders or where there is no suitable bidder or tender process discontinued;
•	working papers.	Destroy 12 years after last action	
*201.003.003*			
201.003.004	Authorisations for administrative actions relating to aspects of acquisition for the family services function (e.g. authorisation to acquire goods, services, equipment, etc. from a public account).	Destroy 10 years after last action	
*201.003.004*			
Advice
The activities associated with offering opinions by or to the agency as to an action or judgement. Includes the process of advising.

Entry No.	Description of Records	Disposal Action	
201.005.001	Records documenting the receipt and provision of advice relating to the provision of family services.  Includes:
•	advice to other agencies;
•	minutes providing advice to the Minister;
•	ministerial statements.	Destroy 7 years after last action	
*201.005.001*			
Case Management 
The activity of managing an incident, person, organisation or client on a case basis. Case management incorporates the process of assessment, planning, facilitation and advocacy for options and services to meet an individual's, organisation's or client's needs or outcomes. Includes processing applications; authorisations and approvals; the establishment of a client; developing, implementing and monitoring case plans; the ongoing delivery and provision of services; finalisation of services and reviews of service delivery.

Entry No.	Description of Records	Disposal Action	
201.194.001	Client files for child and family centres providing outreach services in homes, schools and the community including:
•	Intake referral information;
•	Applications and extensions;
•	Case plans and notes;
•	Referrals;
•	Reports;
•	Correspondence;
•	Case closures.	Destroy 30 years after last action	
*201.194.001*			
201.194.002	Client files for children’s services 
program providing short-term early 
childhood education and care placements (children 0 – 5) including:
•	Intake referral information;
•	Case notes;
•	Case plans;
•	Reports;
•	Correspondence;
•	Case closures.	Destroy 7 years after last action	
*201.194.002*			

Contract Management (Continued)
The activities associated with managing the performance of work or the provision of services by external consultants and contractors following their initial engagement.  Includes instructions to contracted personnel, progress reports, monitoring of expenditure against budgets, and performance reviews.
[For the initial selection and appointment of consultants and contractors, including tendering, selection, the establishment of contracts and terms of engagement, use Acquisition
For material developed by contractors and consultants in accordance with their terms of engagement, use the relevant activity (e.g. use Marketing & Publication, for marketing plans prepared for the organisation by consultants).]

Entry No.	Description of Records	Disposal Action	
201.194.003	Records documenting contract management relating to the management of family services function.  Includes:
•	minutes of meetings with main stakeholders, includes meetings with external agencies;
•	joint ventures contracts;
•	performance and evaluation reports.	Destroy 7 years after last action	
*201.194.003*			
Customer Service
The activities associated with providing services of the organisation to meet the needs of customers by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.  Includes providing assistance and support, receiving and responding to complaints, enquiries, requests, feedback, suggestions, customer greetings, the preparation of customer service plans and charters and conducting customer research and surveys.
[For evaluating and developing the services provided by an organisation, use STRATEGY & GOVERNANCE – Performance Management.
For customer service policies and procedures, use Policies & Procedures.
For the provision of information and systems helpdesk and support services, use INFORMATION & COMMUNICATIONS TECHNOLOGY– Operation & Control.

Entry No.	Description of Records	Disposal Action	
201.030.001	Records documenting the review and evaluation of programs and services provided to government and the community that resulted in significant changes to service delivery.	Retain as Territory Archives	
*201.030.001*			

Customer Service (Continued)
The activities associated with providing services of the organisation to meet the needs of customers by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.  Includes providing assistance and support, receiving and responding to complaints, enquiries, requests, feedback, suggestions, customer greetings, the preparation of customer service plans and charters and conducting customer research and surveys.
[For evaluating and developing the services provided by an organisation, use STRATEGY & GOVERNANCE – Performance Management.
For customer service policies and procedures, use Policies & Procedures.
For the provision of information and systems helpdesk and support services, use INFORMATION & COMMUNICATIONS TECHNOLOGY– Operation & Control.

Entry No.	Description of Records	Disposal Action	
201.030.002	Records documenting the research, evaluation, reviewing and ongoing monitoring of programs, delivery of services and relationships with governments and the community, including:
•	public enquiries about;
o	the agency and its programs
o	its products
o	publications and services
o	government revenue
o	assets and liabilities
•	letters of introduction
•	letters of appreciation
•	letters of condolence
•	greetings cards
•	mailing lists	Destroy 10 years after action completed	
*201.030.002*			

Partnerships & Collaboration
The activities associated with establishing and managing partnerships, joint ventures or similar collaborative arrangements where there is joint contribution of funds and/or time.  Includes private sector ventures with public sector organisations.

Entry No.	Description of Records	Disposal Action	
201.298.001	Records documenting the evaluation of joint ventures for their suitability and the development of significant joint venture agreements with implications for major financial liabilities or financial obligations, including partnerships, joint ventures or similar collaborative arrangements that are of significance to the Territory or relate to significant government priorities and policies.  Includes:
•	budget bids;
•	tender documentation;
•	modelling and/or forecasting;
•	agreements or contracts with other governments or agencies;
•	negotiations;
•	establishment;
•	reviews;
•	final versions;
•	working papers relating to the establishment, negotiation and management of joint venture agreements or contracts.
[For the financial plans of potential or existing programs, services and projects, use FINANCE & TREASURY MANAGEMENT - Planning.]	Retain as Territory Archives	
*201.298.001*			

Partnerships & Collaboration (Continued)
The activities associated with establishing and managing partnerships, joint ventures or similar collaborative arrangements where there is joint contribution of funds and/or time.  Includes private sector ventures with public sector organisations.

Entry No.	Description of Records	Disposal Action	
201.298.002	Records documenting the management of joint ventures between the agency and government or non- government organisations. Includes final signed version of agreements, simple contracts or contracts under seal and working papers supporting the establishment, negotiation, management, maintenance and review of joint ventures, including agreements, contracts and the nomination, appointment and resignation and/or termination of staff members on bodies dealing with matters relating to the management of joint ventures.  Also includes records documenting liaison activities undertaken with professional associations, private sector organisations and community groups involving collaboration on projects, the exchange of information relating to joint ventures and other collaboration projects or programs.	Destroy 12 years after last action	
*201.298.002*			

Performance Management
The activities associated with the management of employees, services, programs, and organisations to ensure that goals and objectives are achieved efficiently effectively and accountably.  Includes identifying, evaluating and developing tools and processes for measuring performance and providing recognition and feedback to employees, workgroups or organisations.  Also includes catering for employees work needs and offering career guidance.

Entry No.	Description of Records	Disposal Action	
201.078.001	Records documenting reviews of agency programs and operations in relation to the provision of family services. Includes:
•	documents establishing the review;
•	final report;
•	action plan.
[For appeals that are heard before a court or tribunal, use SOLICITOR & LEGAL SERVICES.]	Destroy 10 years after last action	
*201.078.001*			
201.078.002	Working papers documenting reviews of agency programs and operations in relation to the provision of family services.	Destroy 3 years after last action	
*201.078.002*			

Planning
The activities associated with carrying out systematic planning in order to meet strategic, business or operational goals and objectives.
[For the development of business and corporate plans which set the strategic agenda and direction for the organisation, use STRATEGY & GOVERNANCE – Planning.]
Note: Use the relevant activity where strategies and plans are developed to support a more specific process, (e.g. use Maintenance for maintenance plans, or Risk Management & Insurance for risk management plans and strategies.

Entry No.	Description of Records	Disposal Action	
201.079.001	Records of high level inter-government (both State/Territory and overseas) or inter-agency committees established to support planning and decision making for the management of the family services function where the agency provides the Secretariat, is the Territory's main representative, or plays a significant role. Includes:
•	documents establishing the committee;
•	agendas;
•	minutes;
•	reports;
•	recommendations;
•	submissions;
•	supporting documents such as briefing and discussion papers.	Retain as Territory Archives	
*201.079.001*			

Planning (Continued)
The activities associated with carrying out systematic planning in order to meet strategic, business or operational goals and objectives.
[For the development of business and corporate plans which set the strategic agenda and direction for the organisation, use STRATEGY & GOVERNANCE – Planning.]
Note: Use the relevant activity where strategies and plans are developed to support a more specific process, (e.g. use Maintenance for maintenance plans, or Risk Management & Insurance for risk management plans and strategies.

Entry No.	Description of Records	Disposal Action	
201.079.002	Records documenting the development, implementation and reviewing of plans, that support the management of the family services function including:
•	final versions of agency-wide plans;
•	final versions of business unit, state or regional level plans;
•	working papers used to develop all plans;
•	low-level committees formed to consider planning matters, including:
o	documents establishing the committee;
o	agendas;
o	minutes;
o	recommendations;
o	supporting documents such as briefing and discussion papers;
•	documents establishing a review;
•	final reports;
•	draft plans;
•	action plans;
•	reports analysing issues;
•	comments received from other areas of the agency;
•	research carried out to support the planning process;
•	submissions in support of plans.	Destroy 6 years after plan superseded	
*201.079.002*			

Policies & Procedures
The activities associated with drafting, developing and implementing policies, procedures, and guidelines establishing decisions, directions, precedents and standard methods of operating which act as a reference for future decision making, and maintaining their currency over time.  Includes guidelines devised by both internal and external sources of authority, rules and instructions.

Entry No.	Description of Records	Disposal Action	
201.273.001	Records documenting the development, establishment and implementation of policies, procedures and guidelines supporting the management of family services function. Includes:
•	policy proposals;
•	research papers;
•	results of consultations;
•	supporting reports;
•	major drafts;
•	comments and working papers;
•	final policies and master sets of manuals, handbooks, directives, etc. (e.g. procedural rules derived from Chief Executive's instructions).	Destroy 5 years after policy is superseded.	
*201.273.001*			

RETAIN AS TERRITORY ARCHIVES
FAMILY SERVICES 
The function of providing a range of universal and targeted parent and family services including specialist support services, early intervention, development and activities and assistance to children and families.
Acquisition
The activities associated with acquiring goods, services or works from an external source by purchase, lease, rental or exchange.  Includes acquisition planning and evaluation, providing or receiving acquisition advice, liaison with vendors and service providers, purchase requests, quotations, purchase orders, bids and offers, tenders, the establishment of contracts and agreements, including service level agreements and memorandums of understanding, and arrangements for the delivery of goods and services.
[For the ongoing management of contracts and agreements with consultants, contractors and service providers once established, use Contract Management.
For acquisition policies, procedures and guidelines, use STRATEGY & GOVERNANCE – Policies & Procedures.

Entry No.	Description of Records	Disposal Action	
201.003.001	Records documenting the evaluation of potential programs, services and projects for their suitability and the development of significant procurement agreements with implications for major financial liabilities or financial obligations, including acquisitions for programs, services and projects which are of significance to the Territory or relate to significant government priorities and policies .  Includes:
•	budget bids;
•	tender documentation and tenders, including:
o	statements of requirements;
o	requests for proposals;
o	expressions of interest;
o	requests for tender (RFT);
o	draft contracts;
•	post-offer negotiations and due diligence checks;
•	modelling and/or forecasting;
•	working papers;
•	negotiations;
•	establishments;
•	reviews;
•	final versions.	Retain as Territory Archives	
*201.003.001*			
Customer Service
The activities associated with providing services of the organisation to meet the needs of customers by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.  Includes providing assistance and support, receiving and responding to complaints, enquiries, requests, feedback, suggestions, customer greetings, the preparation of customer service plans and charters and conducting customer research and surveys.
[For evaluating and developing the services provided by an organisation, use STRATEGY & GOVERNANCE – Performance Management.
For customer service policies and procedures, use Policies & Procedures.
For the provision of information and systems helpdesk and support services, use INFORMATION & COMMUNICATIONS TECHNOLOGY– Operation & Control.

Entry No.	Description of Records	Disposal Action	
201.030.001	Records documenting the review and evaluation of programs and services provided to government and the community that resulted in significant changes to service delivery.	Retain as Territory Archives	
*201.030.001*			

Partnerships & Collaboration
The activities associated with establishing and managing partnerships, joint ventures or similar collaborative arrangements where there is joint contribution of funds and/or time.  Includes private sector ventures with public sector organisations.

Entry No.	Description of Records	Disposal Action	
201.298.001	Records documenting the evaluation of joint ventures for their suitability and the development of significant joint venture agreements with implications for major financial liabilities or financial obligations, including partnerships, joint ventures or similar collaborative arrangements that are of significance to the Territory or relate to significant government priorities and policies.  Includes:
•	budget bids;
•	tender documentation;
•	modelling and/or forecasting;
•	agreements or contracts with other governments or agencies;
•	negotiations;
•	establishment;
•	reviews;
•	final versions;
•	working papers relating to the establishment, negotiation and management of joint venture agreements or contracts.
[For the financial plans of potential or existing programs, services and projects, use FINANCE & TREASURY MANAGEMENT - Planning.]	Retain as Territory Archives	
*201.298.001*			

Planning
The activities associated with carrying out systematic planning in order to meet strategic, business or operational goals and objectives.
[For the development of business and corporate plans which set the strategic agenda and direction for the organisation, use STRATEGY & GOVERNANCE – Planning.]
Note: Use the relevant activity where strategies and plans are developed to support a more specific process, (e.g. use Maintenance for maintenance plans, or Risk Management & Insurance for risk management plans and strategies.

Entry No.	Description of Records	Disposal Action	
201.079.001	Records of high level inter-government (both State/Territory and overseas) or inter-agency committees established to support planning for the management of the family services function where the agency provides the Secretariat, is the Territory's main representative, or plays a significant role. Includes:
•	documents establishing the committee;
•	agendas;
•	minutes;
•	reports;
•	recommendations;
•	submissions;
•	supporting documents such as briefing and discussion papers.	Retain as Territory Archives	
*201.079.001*