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Legislative Assembly for the ACT: 1997 Week 6 Hansard (19 June) . . Page.. 1882 ..

MRS CARNELL (continuing):

(vi) The processes which the Government has in place to monitor

compliance with the contract and the effectiveness of the service

include:

(a) a follow-up system for all inquiries;

(b) a customer satisfaction survey sent out to all

clients and reported every six months;

(c) a Supervisory Committee of senior ACT

Government and business representatives to

continually improve service provision; and

(d) the provision of a quarterly activity report.

(3) The Government is in the process of receiving feedback on the operation of the service from the first six monthly customer satisfaction survey, as required in the contract arrangements. However, the Government has asked for an informal report on the numbers of clients handled up to 1 April 1997.

(a) This report indicates that the service has handled 486 business related phone and counter inquiries from the beginning of data base recording on the 1 February, 1997 to the 1 April 1997. 16 people have attended the first Business Link pre-business seminar for small business intenders. One seminar has been conducted since the beginning of service provision.

The first six monthly customer satisfaction survey has only recently been mailed. Responses are starting to come in but are yet to be collated.

(b) The Government, as part of its Purchase Agreement with the Department of Business, the Arts, Sport and Tourism seeks customer satisfaction levels with the services provided as a performance measure. Customer satisfaction surveys are therefore a basic requirement in fulfilling this performance measure.

(c) The Government does not conduct regular client surveys about the quality of the services delivered by Business Link. It has, as part of its contract, a requirement to conduct six monthly customer satisfaction surveys, the first of which was initiated in May 1997. The responses are currently being sorted and collated. The report on the survey is not due until the end of June.

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