Page 4860 - Week 13 - Wednesday, 1 November 2017
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increased from 94 per cent in 2016 to 97 per cent in 2017. Satisfaction with the contact centre increased from 87 per cent in 2016 to 91 per cent in 2017. Satisfaction with the Access Canberra website increased from 78 per cent in 2016 to 83 per cent in 2017. This is further supported by results from service centres’ instant feedback terminals, which consistently show that regardless of the wait time the overall satisfaction level remains at approximately 95 per cent, dropping only when a person cannot complete the transaction. So it is clear that we are doing something right.
While waiting times vary depending on the time of day that customers visit the service centres, I can assure members that the indicative wait times listed on the Access Canberra website do indeed reflect reality. They are drawn in real time from the service centre ticketing system. I can advise, though, that the best time to visit a service centre is often from 12 noon to 2.30 pm, as this is usually when the wait times are lowest. Feedback from both customers and Access Canberra data indicate that peak times in the service centres and shopfronts are at opening times and mid to late afternoon. As a government we are continuously looking at ways in which we can better deliver services to the Canberra community, and how we can provide services through Access Canberra is no exception. We are in the process of looking at our service delivery network and we are happy to ensure that it covers the requested areas in Ms Lee’s motion.
Ms Lee touched upon cashless service centres. Indeed, the service centres in Woden and Gungahlin only accept electronic payments via EFTPOS or credit card. Removing cash and cheque payments enables Access Canberra to have a more open-plan design, which enables a higher quality conversation with the customer and improves the overall customer experience. It also eliminates the need for secure counters and cash collection services by external providers. Additionally, it reduces the risk of fraud, theft and robberies at service centres, making them a safer environment for staff and customers alike.
Some of the more common transactions, including rates payments and vehicle registration, are also available through Australia Post outlets across Canberra, which accept cash payments for people who prefer to transact in this way. Fewer than 15 per cent of transactions in the service centres are paid by cash and this continues to trend downwards. The most popular form of payment for Canberrans remains electronic. Following the successful pilot of the electronic-only payment service centre at Gungahlin, moving to an electronic-only payment service centre at Woden was an informed decision. It is understood that this may impact accessibility for some people in the community. I can advise that there are no current plans for Access Canberra to change other service centres to electronic payment only.
The Dickson motor vehicle registry building is part of the territory asset recycling initiative. The site has been sold to make way for the construction of the new ACT government accommodation and a new Access Canberra service centre will be built as part of the new accommodation. This is expected to be completed in 2020 and will include a purpose-built service centre, which will allow us to more efficiently service the inner north community.
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