Page 1377 - Week 04 - Thursday, 12 April 2018
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coming weeks. It is all about making it easier for people to interact with us at a time that is most convenient for them. This then allows our contact centres and service centres more free time to deal with those who have complex inquiries and applications or those people who need a little extra support.
The Access Canberra’s motto is “Easier, simpler, here to help.” That is exactly what increasing our online offerings is about. We want to reduce barriers for our routine transactions and have less administrative work for our hard-working public servants to ensure that we can divert our resources to the more complex or high-risk work.
MS CHEYNE: Can the minister update the Assembly on how Access Canberra is helping to better serve the growing community more efficiently through upgrades to the fix my street website specifically?
MR RAMSAY: I thank Ms Cheyne for the supplementary question. The fix my street website is just another way that this government is making it more efficient to deal with government. It is well loved. It is well used by the community. The statistics speak for themselves. Since the launch of the new version of the site, there have been around 234 unique views of a suburb per day. That is around 234 people who are receiving information on the services available in their area each and every day. We also receive, on average, around 93 submissions through the fix my street site each day.
This government is working to ensure the citizens of Canberra have the information that they need at hand. We are also working on ways to help them interact with government in the most efficient way possible. Having a service like fix my street allows members of the public to easily report what it is that they see and hear as they lives their lives in the community without having to wait on the phone. The geolocation in the site helps to pinpoint where the issue is and deploy the government’s resources efficiently. Fix my street is just another way that this government is making it easier for the community to interact with it.
MR STEEL: Minister, can you update the Assembly on how Access Canberra is helping to better serve a growing community more efficiently through new options to deal with its contact centre?
MR RAMSAY: I thank Mr Steel for the supplementary question. Access Canberra is increasing the ways that it allows the community to interact with its contact centre to get the help they need. They have expanded the chat function on the website, for those who would rather type than talk. They have expanded from just providing general information to helping individuals with their specific inquiries through the chat service. They have also recently started a trial of a call-back service, so that people do not have to wait on the phone. This allows people who have non-urgent inquiries to leave their details with Access Canberra so that they can call them back, to allow people to get on with the rest of their day.
All of this is in addition to the online complaints reporting that was improved last year, so that people can lodge their regulatory complaints online rather than having to wait on the phone. This is all so that we can free up our talented and highly skilled Access
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