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Legislative Assembly for the ACT: 2003 Week 4 Hansard (3 April) . . Page.. 1501..


(2) Initial consultancy fees for Holt, Ainslie and Garran shopping centres.

(3) The remaining funds will be spent on completion of the above studies. Balance of funds will be carried forward to advance the urban refurbishment construction program.

ACT Government Shopfront-waiting times

(Question No 575)

Mr Cornwell asked the Minister for Urban Services, upon notice:

In relation to ACT Government Shopfront customer service.

(1) What is the average waiting time for clients who use ACT Government Shopfronts.

(2) What is the maximum time the Government finds acceptable for a resident to wait at an ACT Government Shopfront

(3) How many counters should be operational at all times in ACT Government shopfronts and is it acceptable to only have three counters open at 11.45am

(4) Is there a complaint mechanism for residents who feel they had to wait an extraordinary amount of time at an ACT Government Shopfront, if so, who should a resident contact, if not, why not

(5) Can the Minister explain why a resident would have to wait 30 minutes to pay a car registration renewal (on Friday 21st March, time on ticket said 11.18am) at an ACT Government Shopfront

(6) What amount of time is considered acceptable to wait at ACT Shopfronts.

Mr Wood: The answer to the member's questions is as follows:

(1) The average waiting time at ACT Government Shopfronts in March 2003 was 6 minutes 52 seconds. Since the introduction of the automated queuing system in October 2002 the average waiting time has been: 6 minutes 34 seconds.

(2) The 2002 - 2003 Budget output measure is for ACT Government Shopfront queue times to be less than 7 minutes 80% of the time. There is no defined performance measure for a maximum time.

(3) The automated queuing system enables each shopfront to accurately match staff rosters to customer demand. This ensures resources are managed efficiently while delivering excellent customer service. The majority of staff work part-time and are rostered to maximise availability and reduce the need for staff to be absent for traditional lunch breaks.



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