Page 1466 - Week 05 - Tuesday, 9 May 2017

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

The first of these was how polite and willing to help the staff were during the interaction, including how thorough and fair the staff were in engaging with the customer. The second factor was the quality of the information being conveyed, such as how clear and concise the explanation was, and how easy it was to understand. Interestingly, the length of time they spent initially waiting to speak to someone was the least important indicator regarding customer satisfaction for those calling the contract centre and the second least important for those coming into a service centre.

Given the high levels of satisfaction with our contact and service centres, it is clear that the staff of Access Canberra are providing a high value, thorough and knowledgeable service to the community in Canberra. Access Canberra will continue to look at ways it can improve services so it can continue to improve for our citizens.

The survey provides some useful insights into what is working well and where it could improve. Using the information gathered, we can improve our services and provide easy to access options for those seeking to interact with government. I look forward to releasing the full survey report in the near future.

Mr Barr: I ask that all further questions be placed on the notice paper.


Madam Speaker presented the following papers:

Auditor-General Act, pursuant to subsection 17(5)—Auditor-General’s Report No 3/2017—2015-16 Financial Audits—Computer Information Systems, dated 5 May 2017.

Ombudsman Act, pursuant to section 21—Ombudsman complaint statistics—Quarterly report for the period 1 January to 31 March 2017, dated 26 April 2017.

Standing order 191—Amendments to:

Commercial Arbitration Bill 2016, dated 3 April 2017.

Crimes Legislation Amendment Bill 2016, dated 3 April 2017.

Ms Fitzharris presented the following papers:

Health Practitioner Regulation National Law—Health Practitioner Regulation National Law Amendment (Midwife Insurance Exemption) Regulation 2016 (No 126/2016)—Explanatory statement.

Annual Reports (Government Agencies) Act, pursuant to section 13—Annual report 2016Canberra Institute of Technology, dated 28 March 2016.

University of Canberra Act, pursuant to section 36—Annual report 2016—University of Canberra (2 volumes), dated April 2017.

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