Page 1914 - Week 05 - Thursday, 10 May 2018
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(2) I have been advised that the information sought is not in an easily retrievable form, and that to collect and assemble the information sought solely for the purpose of answering the question would require considerable resources.
Access Canberra—service delivery
(Question No 1109)
Mr Coe asked the Minister for Regulatory Services, upon notice, on 23 March 2018:
(1) What is the average Access Canberra wait times for (a) telephone inquiries, (b) each shop and specialised centre and (c) chat service in the (i) 2014-15, (ii) 2015-16, (iii) 2016-17 and (iv) 2017-18 to date financial years.
(2) What is the average response time and rate for (a) online and (b) postal inquiries during (i) 2014-15, (ii) 2015-16, (iii) 2016-17 and (iv) 2017-18 to date.
(3) What is the number of complaints that have been received by Access Canberra in relation to wait times by the method of contact in (a) 2014-15, (b) 2015-16, (c) 2016-17 and (d) 2017-18 to date.
Mr Ramsay: The answer to the member’s question is as follows:
(1) (a) Contact Centre wait times (telephone enquiries):
|
Contact Centre |
Average wait times |
|
14/15 |
67 Seconds (1 min, 7 seconds) |
|
15/16 |
68 Seconds (1 min, 8 seconds) |
|
16/17 |
143 Seconds (2 mins, 23 seconds) |
|
17/18 (to end February 2018) |
314 Seconds (5 mins, 14 seconds) |
In 2017/18 a significant number of new services lines were added to the Contact Centre. These additional services have resulted in an increase in waiting times.
(b)
|
Service Centre |
Belconnen |
Woden |
Tuggeranong |
Gungahlin |
|
2014-15 |
11:15 |
6:05 |
5:33 |
3:41 |
|
2015-16 |
7:35/6:39 |
9:35 |
7:29/7:21 |
2:45 |
|
2016-17 |
10:30 |
9:16/ 1:10 |
6:32 |
5:42 |
|
2017-18 to date |
13:44 |
14:18 |
4:56 |
8:38 |
|
Specialty Shopfront |
Environment, Land and Planning Dickson |
Building Services Mitchell |
Civic Driver Licence Service |
Dickson Motor Registry |
Office of Regulatory Services Fyshwick |
|
2014-15 |
N/A |
N/A |
03:08 |
9:34 |
07:58 |
|
2015-16 |
N/A |
4:43 |
3:34/05:15 |
08:25 |
08:31 |
|
2016-17 |
3:33 |
3:33 |
4:43 |
10:21 |
08:46 |
|
2017-18 to date |
3:00 |
3:29 |
7:23 |
06:29 |
N/A |
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