Page 3617 - Week 09 - Thursday, 23 August 2018

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(6) Access Canberra is committed to ensuring Canberrans can access services in a way which meets their needs when they are doing business with government. There is a growing preference for digital service delivery by our community, as it allows transactions to be undertaken quickly and easily at any time and from the comfort of home.

In 2017-18 more than 6.4 million transactions were undertaken digitally by our community. For members of the community who may want to transact digitally, but accessibility is a problem, touch screen terminals are available in service centres and shopfronts in Woden, Tuggeranong, Belconnen, Gungahlin and Civic.

Noting the growing preference for up to 60% of those transacting with Access Canberra to do so digitally, Access Canberra continues to work to identify new services for digital service delivery. There is a target of 80% of services to be digital by 2020.

As part of this work service transactions are also being reviewed to see if they can be made simpler and easier through the reduction of red tape or duplicate processes.

(7) See response to question 3.

(8) Access Canberra provides services for all Canberrans including people from diverse backgrounds.

Staff working in Access Canberra’s Service Centres have fluency in languages such as: Arabic, Russian, Maltese, Greek, Croatian, Pidgin English & Krio, South African, Hebrew, Sri Lankan and French. Other staff also understand Spanish, German and Gaelic.

In addition, Service Centre staff are aware of staff in other areas of Access Canberra who are fluent in additional languages and call on them for assistance as required.

If a customer requires interpretation support there are translation services available to assist.

The design of Service Centres themselves also support cultural diversity, for example, placement of the licence camera in a place that allows for privacy for the individual.

Finally, information messaging on the TV screens within the Service Centres is now being displayed in Arabic, Vietnamese, Mandarin and Hindi.

Attachment A

(4) What are the new services that are now available and when were they introduced to the Access Canberra website in relation to the more than fifty new digital services that were added to the Access Canberra website since the start of 2017.

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