Page 4859 - Week 13 - Wednesday, 1 November 2017

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standard business hours are more typical. However, the government is open to looking into the collective Access Canberra service offering and the impact that service hours have on waiting times.

Access Canberra is focused on the continual improvement of its services. As the number of digital services increases, the more flexible the government becomes in removing pressures from face-to-face and telephone service delivery. Approximately 60 per cent of customers have indicated a first preference for digital services, and this number is increasing steadily. At the moment there are 312 digital transaction services currently available on the Access Canberra website. Seventy-seven new services were added in 2016-17 alone.

I recently launched the online driver licence renewal option. Between 4 September and 31 October 10,275 drivers licences were renewed. Close to 2,900 of these people elected to renew their drivers licence online. That means 2,900 fewer customers attended an Access Canberra service centre during that time. A further 3,230 people have chosen the longer renewal option, which means they do not have to return to renew their licence for 10 years. This is another way that Access Canberra continues to provide services to the Canberra community which are easier and simpler. This is a highly positive outcome and it shows that when a simple, quick digital service is offered people will embrace it.

Last November Access Canberra upgraded its website. The search bar is more prominent, enabling customers to find services and information more easily. A new pay online page has been implemented which presents the top 10 payments for easy access. As some of you are aware, Access Canberra has a web chat service which supports the digital service delivery by answering questions and helping approximately 1,000 customers each month. This also assists in reducing pressures on service centres and provides community members with another way in which to communicate with government.

To provide members with an accurate picture of the magnitude of the services provided, I would like to go through some statistics about how many customers Access Canberra served in the last financial year. These statistics are crucial, as they highlight the important and significant contribution that Access Canberra makes in the ACT community, connecting citizens with government.

In the last financial year Access Canberra welcomed more than 450,000 customers through its service centres and shopfronts, it recorded more than 2.7 million visits to the Access Canberra website and it received more than 720,000 phone calls. Canberrans undertook over 1.7 million digital transactions in 2016-17. This includes transactions relating to rates, vehicle registration renewal and other more complex transactions like event approvals, obtaining a liquor permit or lodging a development application or building approval.

I would also like to provide a snapshot of what Access Canberra’s customers are saying about their experience. When contacted recently by an external service provider seeking feedback on Access Canberra’s service delivery, the feedback from the community was overwhelmingly positive. Satisfaction with service centres

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