Page 3616 - Week 09 - Thursday, 23 August 2018

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It does not prioritise specific customers or transactions within a service centre.

c) A question on how customers score the satisfaction of the Concierge role in Service Centres has been included in the external market research survey since 2011. Results below. (Please note the question was not asked in 2015 as this was the first year of operation for Access Canberra and the survey was not undertaken).

2011	90%
2012	91%
2013	89%
2014	93%
2015	N/A
2016	88.5%
2017	87.3%

(2) The Access Canberra website is being continuously developed to meet the ACT Government’s web accessibility requirements, including meeting the World Wide Web Consortium’s Web Content Accessibility Guidelines version 2.0 (WCAG 2.0) at level AA. Web content is published in a way that information is accessible to all users, including those with a disability. If a user finds anything on the website inaccessible or experiences any issues accessing web content, they can contact Access Canberra via phone, a web form or web chat.

(3) During 2018 Access Canberra has met with the following community organisations to seek feedback on service delivery:

• Deafness Resource Centre

• Council on the Ageing

• Dementia Australia

• Multicultural Community Forum

• Mental Health Consumer's Network

• Carers ACT

• Office of Aboriginal and Torres Strait Islander Affairs (ATSIA)

Feedback about the services provided by Access Canberra from each of these groups has been very positive, in particular the Concierge service.

Improvements to the ease of access to information on the website have been suggested. Simplification of information on the website is an ongoing activity by Access Canberra.

Noting feedback from the Multicultural Community Forum Access Canberra is now displaying key information on the internal TV message screens within the Service Centres in Arabic, Vietnamese, Mandarin and Hindi.

Access Canberra continues to explore additional ways to improve accessibility of services and information for the community.

(4) Refer to Attachment A.

(5) Refer to Attachment B.

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