Page 4739 - Week 13 - Thursday, 28 November 2019
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has had more than 29 million visits since it was launched, which is not bad for a city of 400,000 people.
The satisfaction rate for our customers is exceptionally high and continues to improve: 97 per cent satisfaction for service centres, 92 per cent for the contact centre and 88 per cent for digital services. ACT residents have also said that they are satisfied with the ease of dealing with Access Canberra, with 94 per cent of those surveyed saying they were satisfied. Access Canberra has made close to 75 per cent of its processes available online, up from 55 per cent in 2016.
Across the years Access Canberra has achieved a remarkable range of objectives in its mission to simplify and streamline processes for the Canberra community, and I will provide just a few more examples of that. In 2015 the first Access Canberra service centre was opened in Gungahlin. The layout of this service centre promotes higher quality conversations and improved service delivery for customers with complex needs.
In the same year, Access Canberra also stood up an events approval team to create a single entry and contact point for event organisers. In 2018-19 alone the team supported 217 event organisers to obtain more than 440 approvals. This included liquor licences and permits, road closures, public unleased land approvals, and traffic management plans. Beyond this, the events approval team has responded to countless additional enquires relating to events big and small as well as supporting local businesses commence trade by providing pathway solutions to businesses, helping support them through their transition from planning to operation and adding to Canberra’s burgeoning urban rhythm.
In 2016 Access Canberra supported the introduction of rideshare services in the ACT through legislation, advice and interim arrangements. It also incorporated the vehicle registration and third-party insurance processes into this work to simplify the arrangements for drivers and operators.
That same year Access Canberra opened a revamped Tuggeranong service centre, which enabled a range of services previously provided at separate locations to be collocated. This helped to reduce the number of trips people had to make to multiple locations to get their business done and simplified the customer service experience.
In 2017 Access Canberra trialled the use of licence plate recognition cameras for ensuring improved parking turnover and accessibility for all drivers. It finalised the rollout of tap and go payments for all ACT parking machines. Also in 2017 they opened an Access Canberra service centre in the Cosmopolitan Building, with easy access to Woden town square designed on the successful set-up of the other new service centres. These service centres now provide over 200 services and feature concierge services and touch screen technology so that many transactions can be self-completed easily.
In 2017-18 Access Canberra digitised inspection records and documentation to prevent duplication of work, save money on physical resources and allow provision of records, directions or education to businesses at the click of a button. In 2018 they
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