Page 1404 - Week 04 - Thursday, 5 May 2022
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(5) The independent survey was conducted from 17 May 2021 to 12 June 2021. During the survey period there were:
(a) 22,760 visits to Service Centres.
(b) 411,000 visits to the Access Canberra website.
(c) 36,544 calls handled by the Contact Centre.
(A copy of the attachment is available at the Chamber Support Office).
Access Canberra—drivers licences
(Question No 715)
Mr Cain asked the Minister for Business and Better Regulation, upon notice, on 8 April 2022:
(1) What was the average time taken to renew a driver’s licence (complete transaction, in (a) 2020-21, (b) 2019-20, (c) 2018-19 and (d) 2017-18.
(2) What was the average time taken to register for a driver’s licence (complete transaction) in (a) 2020-21, (b) 2019-20, (c) 2018-19 and (d) 2017-18.
(3) What was the average time it took to dispatch a hardcopy licence to an ACT resident who had requested a new licence, or a licence renewal in (a) 2020-21, (b) 2019-20,
(c) 2018-19 and (d) 2017-18.
(4) What was the cost, per licence, to dispatch a hardcopy licence to ACT residents who had requested a new licence, or a licence renewal in (a) 2020-21, (b) 2019-20,
(c) 2018-19 and (d) 2017-18.
Ms Cheyne: The answer to the member’s question is as follows:
(1) The average time for renewing an ACT driver licence has reduced considerably since introducing online renewals in late 2017. The online channel allows most members of the public, except for those needing to update their photo, to renew their licence from a time and place of their choosing avoiding any waiting time to receiving a service at an Access Canberra Service Centre as well any associated travel time. Initially, this service channel was supported by the issue of the physical licence through the post with those attending a Service Centre being issued with their card at the time of the transaction.
In late 2019, to reduce waiting across all transactions delivered by Service Centres, Access Canberra changed its service model moving away from issuing licence cards in Service Centres in favour of a centralised printing and postage model. This approach brought ACT in line with all other jurisdictions, none of which print card licences in their Service Centres.
Access Canberra is committed to delivering services to the ACT community in a timely manner and uses multiple service channel to achieve this. There are numerous variables in completing the transaction outside the control of Access Canberra (such as postal services) or where the process timing is not captured between discrete business areas in Access Canberra. Accordingly, it is not possible to ascertain an exact ‘end-to-end’ transaction time.
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