Legislative Assembly for the ACT: 2018 Week 9 Hansard (23 August) . . Page.. 3615 ..
Access Canberra—service delivery (Question No 1622)
Mrs Kikkert asked the Minister for Regulatory Services, upon notice, on 3 August 2018:
(1) In relation to the triage service that has been introduced to service centres "to ensure members of the community are directly appropriately to the information or services they need", (a) when was the triage service introduced, (b) how does the triage service operate and (c) has any feedback been collected on its effectiveness to date; if so, what were the results; if not, when and how will feedback be collected.
(2) How has website accessibility been improved for Access Canberra.
(3) Which Culturally and Linguistically Diverse (CALD) groups have been consulted with on how to better respond to specific vulnerable groups within the ACT community and what (a) recommendations, (b) concerns and (c) other feedback have been given to Access Canberra by each group.
(4) What are the new services that are now available and when were they introduced to the Access Canberra website in relation to the more than fifty new digital services that were added to the Access Canberra website since the start of 2017.
(5) What online services are currently under development by Access Canberra.
(6) What online services are being considered for development and online implementation via the Access Canberra website.
(7) Which CALD organisations are being consulted by Access Canberra in discussions for improving service operations.
(8) Are there any specific services targeted towards the CALD community; if so, what are these services; if not, why not.
Mr Ramsay: The answer to the member's question is as follows:
b) All customers are greeted by a Concierge when they enter an Access Canberra Service Centre. The Concierge asks questions to determine what transactions the customer wants to complete, check the customer has all relevant paperwork with them to complete their transaction, ensure all relevant forms have been completed, and provide customers the various options for completing their transaction (self-service via touchscreen, via a customer service officer etc). At this time any accessibility considerations can be identified and the services provided targeted to support customer experience and understanding. This may include for example identifying any translation support required.
The Concierge service also supports customers by ensuring that they do not wait unnecessarily if they need to obtain more evidence to complete a transaction.