Next page . . . . Previous page . . . . Speeches . . . . Contents . . . . Debates(HTML) . . . .

Legislative Assembly for the ACT: 1997 Week 6 Hansard (19 June) . . Page.. 1880 ..

(c) Does the Government conduct regular client satisfaction surveys about the quality of the services delivered by this particular service.

MRS CARNELL - The answer to the Member's question is as follows:

In relation to the contracting out of the Business Services Centre -

(l) There was no formal evaluation survey carried out to gauge the level of community satisfaction with the service before it was contracted out. However, there was considerable consultation with major business groups in the ACT.

(1b) The Government has received feedback on the effectiveness of the Business Services Centre and other ACT Government funded business services through two mechanisms. Firstly, Customer Focus Groups were undertaken by the Department of Business, the Arts, Sport and Tourism in September 1996 specifically dealing with business services. These Groups indicated that there was a poor perception of the public services provided by the former Business and Regional Development Bureau including the Business Services Centre. Two of the major irritants were identified as a lack of customer focus and service and poor communication and consultation with business. Secondly, customer satisfaction surveys are part of the Purchase Agreements between the Department and the Government. A recent survey undertaken by the Business Development area indicated a high satisfaction with business services.

(2a) The outcomes that were agreed are:

(i) the provision of and access to timely and professional advice for small and medium sized business operators and potential business operators to support them in the establishment and operation of their businesses;

(ii) the reduction of the incidence of failures by businesses in the ACT;

(iii) the provision of access to professional advice and best practice for business operators seeking to develop their businesses;

(iv) the measurement of all outputs;

Next page . . . . Previous page . . . . Speeches . . . . Contents . . . . Debates(HTML) . . . .