Released 28/06/2018
The 2018 Access Canberra Customer Satisfaction Survey results reveal that Canberrans are increasingly satisfied with their experience at Access Canberra.
Minister for Regulatory Services, Gordon Ramsay, said Access Canberra regularly reviews and improves services to make it easier for Canberrans to do business with ACT Government and recent survey results confirmed we are heading in the right direction.
“Each of the three Access Canberra channels, digital services, Contact Centre and Service Centres were rated on customer satisfaction, ease of use, and whether issues were resolved on the first visit,” Minister Ramsay said.
“Overall, satisfaction for the three Access Canberra services has increased to 89% in 2018, compared to 85% in 2017.
“One of the pleasing results from the survey was the increased satisfaction rating for digital services, which was up from 83% in 2017 to 90% in 2018.
“61% of respondents reported they had accessed digital services, which was significantly higher than last year’s result of 52%. Digital users predominantly dealt with car registration enquiries and renewals (32%).
“We’re always encouraging Canberrans to transact with Access Canberra online - we now offer over 300 online services and this is constantly increasing.
“86% of residents who used our digital services in the past 12 months were able to complete their transaction in just one visit which is another reason why we encourage Canberrans to go online.
“In 2018, the satisfaction rating with Service Centres was the highest of all three services at 96%. Customers found this the easiest service to transact with, not having to wait long and having knowledgeable staff to resolve their issue in one visit.
“The Contact Centre satisfaction rating had a marginal decrease in 2018 compared to 2017 with customers stating that wait times were their main concern.
“Access Canberra are always looking at ways to improve our services. As part of the 2018/19 Budget, we’ve allocated an additional five staff members at the Contact Centre to address this concern and reduce wait times when the Canberra community call us.
“We also recently launched a call back feature allowing customers to be called back by an Access Canberra staff member, rather than waiting on hold.
“The telephone survey was conducted by Micromex Research between 3-9 April 2018, and the findings are based on responses from 602 respondents who were randomly selected. This year for the first time, focus groups were also held to gain more in depth responses from the Canberra community. The survey supports Access Canberra in continuing to improve the way services are delivered for the community.
“Regardless of whether Canberrans visit an Access Canberra Service Centre, call the Contact Centre or use the digital services they can expect to receive quality service.
“I would like to take this opportunity to acknowledge the great work that Access Canberra staff are doing in meeting the needs and expectations of the Canberra community,” Minister Ramsay said.
Save time and go online - visit www.act.gov.au/accessCBR any time of the day.
- Statement ends -
Gordon Ramsay, MLA | Media Releases