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Client Service Charter
The Department's Client Service Charter explains the range and standards of service that the Department's clients can expect, outlines the rights and responsibilities of clients, and provides a formal feedback mechanism for clients. The Client Service Charter is available from the Department's website at www.dcita.gov.au, or on written request to the client service manager:
Client Service Manager Department of Communications, Information Technology and the Arts
GPO Box 2154 Canberra ACT 2601
To further refine the delivery of client services, an external review of the Client Service Charter and feedback system was finalised in 2005 and a revised charter was released on the Department's website in October 2005.
To measure client satisfaction, the Department conducts a client satisfaction survey each year. Wallis Consulting Group Pty Ltd has conducted the survey on behalf of the Department for the last three years.
The objectives of the survey are to:
- measure client satisfaction against the key performance indicators in the Department's Client Service Charter;
- report on client satisfaction at the departmental level and for outputs; and
- inform the development of practices that will improve client service.
The 2005–06 survey sampled 2068 clients and the Department received 915 responses, representing a 46.7 per cent response rate—an improvement from the 35 per cent response rate from the 2004–05 survey. Figure 3.3 below summarises the key findings from the survey.
Figure 3.3 Outcomes of the 2005-06 client service survey
| Survey category | Client Service Charter standard | Results (rated performance as satisfactory to excellent)% | |||
|---|---|---|---|---|---|
| 2004 | 2005 | 2006 | |||
| Communications with clients—quality | Courteousness | 99 | 99 | 99 | |
| Responsiveness | 97 | 95 | 95 | ||
| Willingness to assist clients | 98 | 98 | 97 | ||
| Fair treatment | 98 | 97 | 97 | ||
| Advice that is clear, concise and complete | 96 | 95 | 93 | ||
| Technical/professional competence in providing advice | 97 | 96 | 94 | ||
| Sensitivity to diversity issues | 97 | 96 | 94 | ||
| Telephone dealings with clients | Availability of staff to take telephone calls during the day | 98 | 97 | 99 | |
| Staff identify themselves by name and/or work area | 98 | 98 | 99 | ||
| Ability of staff to deal with clients' inquiries | 96 | 97 | 95 | ||
| Email dealings with clients | Responding to clients' inquiries as soon as possible | 95 | 98 | 95 | |
| Satisfactory responses to inquiries | 97 | 97 | 94 | ||
| Written inquiries | Speed of responses to clients' inquiries | 92 | 92 | 93 | |
| Keeping clients informed of the progress of their enquiries | 90 | 90 | 89 | ||
| Providing further contact details to follow up | 95 | 95 | 95 | ||
|
Administration of grants programs |
Grant programs are adequately publicised | 89 | 91 | 91 | |
| Publicising how to apply for grants within programs | 91 | 91 | 92 | ||
| Equitable access to grant programs | 88 | 89 | 88 | ||
| Fair administration of grant programs, in accordance with relevant guidelines, criteria regulations or legislation | 92 | 89 | 91 | ||
| The speed of decision making in relation to grant applications | 81 | 77 | 70 | ||
| Development and review of policy and legislation | Consultation with interested parties in good time | 90 | 91 | 86 | |
| Using appropriate processes to establish the lines of consultation | 90 | 94 | 90 | ||
| Inclusion of those likely to be effected by changes in policy or legislation in the consultative process | 92 | 90 | 85 | ||
| Breadth of the consultation process | 91 | 85 | 85 | ||
In 2006, the percentage of clients rating services as satisfactory to excellent was 97 per cent—the same as for 2005.
Whilst the survey results are similar to previous years, areas that have been identified for improvement included consultation processes, grants administration, sensitivity to diversity issues and clarity of advice. Continuing areas of particular strength were the quality of communications with clients and telephone and email dealings with clients. Results against each output level are in section 2 of this report.