Page 999 - Week 03 - Thursday, 23 March 2017
both my children with me who were also tired and a little bit difficult. The service and help that I received in particular from three of the people there was amazing. I work for a big commonwealth department and I would love to think, but very much doubt, that we could do the same. If you can keep doing what you did for me, you are doing an amazing job.”
All of this is being done to ensure that government services are being delivered in a way that is easier, simpler and faster.
MS CHEYNE: Minister, how does Access Canberra’s new approach in Woden provide both improved customer service and better value for money for the budget bottom line?
MR RAMSAY: Again I thank Ms Cheyne for her supplementary. Access Canberra’s move to Woden is the first major deployment of a fully activated activity-based working environment by the ACT government. It is one more step that Access Canberra is taking to be flexible, to be innovative and to be collaborative in its workplace, and in turn delivering an energetic, motivated workforce and a fast, efficient client service.
By forgoing traditional office features such as executive offices, Access Canberra is now working in an office that feels spacious while requiring 1,300 fewer square metres of office than would a traditional fit-out. This has obvious flow-on benefits in reducing energy costs for such things as lighting and air conditioning. This fit-out was also significantly cheaper than regular office fit-outs, costing only $791 per square metre once lease incentives that were negotiated by government were applied. These are significant savings, with a traditional fit-out in other comparable government buildings costing well over $1,000 per square metre. Having more of our staff working in one location also helps Access Canberra deliver better outcomes for its customers.
I was able to observe the way that this innovative office fit-out encourages cooperation amongst staff as well as the energy and motivation that they derive from this unique working environment. By being physically located together and having spaces to break out and work collaboratively, multiple teams are better able to share information, tackle problems jointly and generally provide a more seamless service for Canberrans.
MRS JONES: Minister, regarding Access Canberra, what is the minister’s acceptable time frame for people to wait on the phone to Access Canberra either in their first waiting period or their second waiting period after being put through to the area and then having to wait again? What are the time frames that are reasonable to the government?
MR RAMSAY: I thank Mrs Jones for her supplementary question. Access Canberra staff are regularly working on an ongoing basis to be able to improve their role. There has been significant improvement and also significantly improved satisfaction rates.