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Legislative Assembly for the ACT: 2018 Week 05 Hansard (Thursday, 10 May 2018) . . Page.. 1914 ..


(2) I have been advised that the information sought is not in an easily retrievable form, and that to collect and assemble the information sought solely for the purpose of answering the question would require considerable resources.


Access Canberra—service delivery(Question No 1109)

Mr Coe asked the Minister for Regulatory Services, upon notice, on 23 March 2018:

(1) What is the average Access Canberra wait times for (a) telephone inquiries, (b) each shop and specialised centre and (c) chat service in the (i) 2014-15, (ii) 2015-16, (iii) 2016-17 and (iv) 2017-18 to date financial years.

(2) What is the average response time and rate for (a) online and (b) postal inquiries during (i) 2014-15, (ii) 2015-16, (iii) 2016-17 and (iv) 2017-18 to date.

(3) What is the number of complaints that have been received by Access Canberra in relation to wait times by the method of contact in (a) 2014-15, (b) 2015-16, (c) 2016-17 and (d) 2017-18 to date.

Mr Ramsay: The answer to the member’s question is as follows:

(1) (a) Contact Centre wait times (telephone enquiries):

Contact Centre

Average wait times

14/15

67 Seconds (1 min, 7 seconds)

15/16

68 Seconds (1 min, 8 seconds)

16/17

143 Seconds (2 mins, 23 seconds)

17/18 (to end February 2018)

314 Seconds (5 mins, 14 seconds)

In 2017/18 a significant number of new services lines were added to the Contact Centre. These additional services have resulted in an increase in waiting times.

(b)

Service Centre

Belconnen

Woden

Tuggeranong

Gungahlin

2014-15

11:15

6:05

5:33

3:41

2015-16

7:35/6:39

9:35

7:29/7:21

2:45

2016-17

10:30

9:16/ 1:10

6:32

5:42

2017-18 to date

13:44

14:18

4:56

8:38

Specialty Shopfront

Environment, Land and Planning Dickson

Building Services Mitchell

Civic Driver Licence Service

Dickson Motor Registry

Office of Regulatory Services Fyshwick

2014-15

N/A

N/A

03:08

9:34

07:58

2015-16

N/A

4:43

3:34/05:15

08:25

08:31

2016-17

3:33

3:33

4:43

10:21

08:46

2017-18 to date

3:00

3:29

7:23

06:29

N/A


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