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Legislative Assembly for the ACT: 2018 Week 6 Hansard (7 June) . . Page.. 2227 ..


by a centralised team in JACS to other agencies, including the Human Rights Commission and the Emergency Services Agency. The analysis by Nous consulting provides a basis for considering a different approach. The government is seriously considering this recommendation and will work with the public service and the DPP to ensure that our model of appropriation and funding is as efficient as possible.

The government looks forward to continuing to work with the DPP to support its functions and its operations, through legislation and in consideration of funding, to ensure that it remains a sustainable organisation continuing to provide quality services to the Canberra community.

Access Canberra—review of shopfront services

Paper and statement by minister

MR RAMSAY (Ginninderra—Attorney-General, Minister for Regulatory Services, Minister for the Arts and Community Events and Minister for Veterans and Seniors) (3.59): For the information of members, I present the following paper:

Access Canberra—Review of shopfront services, pursuant to the resolution of the Assembly of 1 November 2017.

I seek leave to make a statement.

Leave granted.

MR RAMSAY: I am very pleased to present to the Assembly the response to the resolution of the Assembly on the review of Access Canberra shopfront services, dated 1 November 2017. On that date the Assembly asked the government to undertake an analysis of the various shopfronts to: determine whether the range of services available at the locations provide appropriate choice and availability for all ACT residents and sufficient customer service; review the opening hours and operating procedures at the various shopfronts to determine how waiting times can be reduced; continue to consult with customers to better understand how to deliver improved accessibility, especially for those who work or rely on others to take them to the shopfront to undertake their business transactions; undertake a thorough review of the current range of payment methods to ensure they provide sufficient choice for all ACT residents; and report back to the Assembly by the first sitting in June 2018.

Access Canberra continues to provide a very high level of customer service through its service centres and shopfronts. In 2016-17 it welcomed more than 450,000 customers through its doors. It recorded more than 2.7 million visits to the Access Canberra website, with 1.7 million digital transactions occurring, and it received more than 720,000 phone calls through the contact centre.

The report demonstrates that satisfaction levels with Access Canberra's customer service channels remain extremely high. Customer satisfaction levels have continued to increase over the last three years. Opening hours between the seven Access Canberra service centre and shopfront locations vary, providing a range of options for accessing face-to-face services.


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