Page 3188 - Week 09 - Wednesday, 23 August 2017

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on the phone, in person and online; frequent feedback to and from local and social media; carrying out numerous surveys, engagements, focus groups, reference groups, community pop-up stalls and workshops right across Canberra to inform current delivery and future planning for transport and city services; working on the ground with the community and community groups, responding to their needs, providing essential services that we all know about such as infrastructure maintenance, cleaning services, garbage collection, graffiti, tree management and much more.

As part of TCCS’s commitment to improving services the directorate undertakes an annual community engagement survey. It assesses Canberrans’ views on the services provided as well as their experience and satisfaction levels. These results inform continuous improvement priorities and are referenced in the annual report, contributing to its accountability indicators. TCCS also undertakes a separate quarterly satisfaction survey assessing the community’s views on parks, sportsgrounds and open spaces. These results inform our planning, development and management of the urban environment to ensure it continues to support the contribution that recreation and active travel, in particular, make to the wellbeing of Canberrans.

Indeed, TCCS as a new directorate, just over a year old, has had a considerable focus on customer and community experience. They have recruited a dedicated customer experience branch which has been tasked with developing the understanding of customer needs and actively responding to them, working across the organisation to enhance current service delivery and shape future service design. TCCS also work very closely with colleagues across government, particularly Access Canberra, as well as our service providers to explore how we can use digital technology to open interactive channels for customers to engage with the directorate.

The directorate and staff are committed to making the customer experience as simple and effective as it can be and will continue to develop our services to that aim. As the government and the minister responsible, we recognise the importance of meaningful and representative engagement to inform the delivery of Canberra’s city services. In this year’s budget for city services there are, indeed, priorities from a customer perspective, with indicators and targets to continue to improve customer satisfaction.

One of the most significant items in this budget is the better suburbs initiative. The primary purpose of the better suburbs initiative is to sustainably improve the delivery of services to best meet community and stakeholder needs. I am very excited that in the next couple of weeks we will start a very significant consultation approach including targeted community surveys, community forums and workshops. This feedback will inform changes and improvements to our service delivery to make the services we provide more transparent, accessible and responsive.

We will also see, through this initiative, better road maintenance, safety in school zones, better playground and sporting facilities, weed control and graffiti management, along with many more citywide benefits. We will also continue the rollout of initiatives such as the green bins, a kerbside collection service for bulky waste and soon a container deposit scheme as well as continuing work with pet owners, investing in active travel and public transport.

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