Page 1465 - Week 05 - Tuesday, 9 May 2017
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This shows the hard work of the staff at Access Canberra to promote their services as well as the work that is being done to make these services more accessible and easy to deal with. This hard work is reflected in the survey findings, with 77 per cent of Canberrans surveyed in 2017 reporting that they knew about Access Canberra and its services, compared to 51 per cent in 2016.
Customer satisfaction statistics show that the community is happy with the service they get from Access Canberra. Ninety-seven per cent of people who visited a service centre in 2017 said that they were satisfied with their experience. That is an increase from 94 per cent in 2016.
Satisfaction with the contact centre is also up, with 91 per cent of people satisfied with their experience, which is up from 87 per cent in the previous year. Continual improvements to Access Canberra’s website have also paid off, with the satisfaction of users increasing to 83 per cent in 2017 from 77 per cent in 2016.
Access Canberra has been working hard to improve its services, including expanding the number of services that can be lodged online, improving web content and design, and even redesigning the layout of our new service centres to ensure that the government is delivering its services in a way that is easy and convenient to access.
MS CHEYNE: Minister, how did we go about gathering these results, and were there any noticeable changes in the types of inquiries Canberrans are seeking answers to?
MR RAMSAY: I thank Ms Cheyne for the supplementary. People were selected for the survey from randomly selected landlines and also from mobile numbers that were collected via in-person approaches in public spaces. This allows the broadest possible community views to be heard and captures younger people who tend to be excluded in landline-only surveys. As in previous years, the survey responses were then weighted to reflect the census profile of Canberra and to ensure that the survey results are truly representative of the Canberra community.
As for changes to the types of inquiries that Access Canberra are receiving, the survey showed that there has been a statistically significant increase in the number of calls that have been related to businesses as opposed to personal interactions. These calls are much more complex to deal with but, despite the increasing complexity of the inquiries they receive, satisfaction with call centres also rose. It is no doubt a reflection of the breadth of knowledge and the level of hard work that our Access Canberra employees put in day to day to help our citizens from all corners of the ACT on a huge range of issues.
MS ORR: Minister, what do Canberrans see as the most important contributor to a positive interaction with Access Canberra?
MR RAMSAY: I thank Ms Orr for her supplementary. When it comes to what drives people’s satisfaction with phone and in-person services of Access Canberra, the survey shows overwhelmingly that there are two main factors that have the largest impact on an interaction.
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