Centrelink annual report 2003 – 04 Contact officer
OUR CUSTOMERS CHAPTER FIVE
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- HIGHLIGHTS FOR 2003–04
- DESCRIPTION
- KEY STRATEGIES
- Our customers
OUR CUSTOMERSCHAPTER FIVEOUR CUSTOMERSGOALTo provide access to high quality services recognising the diverse needs, preferences and expectations of our customers, consistent with government policy. TOP-LEVEL RESULTOverall customer satisfaction with last Centrelink contact. FIGURE 8: OVERALL CUSTOMER SATISFACTION WITH LAST CONTACT WITH CENTRELINK, NOVEMBER 1999 TO APRIL 2004
Source: Customer Service Centre satisfaction survey and Call Centre satisfaction survey, DBM Consultants. HIGHLIGHTS FOR 2003–04
DESCRIPTIONCentrelink’s 6.5 million customers represent a broad cross-section of the Australian population. They come to Centrelink for assistance of many kinds—ranging from income support through to help with making the steps that will move them along a path to greater economic participation. The diversity of our customer base is a major issue for the design and delivery of Centrelink services. Recognition and understanding of the breadth of personal, social and economic barriers that customers face in their everyday lives has been a key element of Centrelink’s work in improving its service delivery approach. Whether those seeking assistance from Centrelink face particular barriers such as speaking a language other than English as their first language, living in a remote community, being in a crisis situation, dealing with substance addiction, or supporting someone with an illness or injury, Centrelink seeks to offer service solutions that reduce the complexity of accessing Government services. Our customers have told us that there are eight key areas they want Centrelink to focus on to improve the customer experience. These are:
Centrelink’s Future Directions 2003–2006 identifies five key strategies that reflect our commitment to these expectations by making our servicing arrangements accessible, supportive, seamless and focused on achieving positive outcomes for all our customers. KEY STRATEGIES
Our customersFor many of our customers, 2003–04 heralded a major shift away from traditional ways of doing business with Centrelink. Increased opportunities were opened up for some customer groups to use self-service— either on the Internet or the telephone (using Natural Language Speech Recognition). Customers responded by adopting these new service options in significant numbers—not surprising given both the convenience of self-servicing and the growing comfort and confidence in many communities about using newer technologies. In the last year, other work on increasing service options has paved the way for Centrelink customers to access their records and conduct a much broader range of Internet based transactions from 2004–05. A key element of this work is the Customer Account, which will be accessible via the Internet and will enable customers to view and update a range of their data. A focus on the needs of specific customer groups has led to several initiatives that will improve the accessibility of Centrelink’s services. Another six Remote Area Service Centres have been established in Indigenous communities and expansion of the Centrelink Agent and Access Point networks continues. To support blind and visually impaired customers who want to use self-service options without assistance, plastic credit style cards with names and customer reference numbers printed in braille and large font have been issued. A number of projects have also focused on the building of Centrelink’s understanding of the challenges facing customers of diverse cultural and Linguistic backgrounds, including refugees. As in previous years, local initiatives featured strongly in the development of service solutions designed to address the issues facing communities serviced by Centrelink. A particular focus for the past year has been on reaching the most disadvantaged, many of whom have difficulties accessing government services. This has led to an increase in the number and range of out-servicing activities (where Centrelink Officers deliver services out in the communities rather than from Customer Service Centres), including to prisons and to homeless people. Our efforts to change and improve customers’ service experiences through the introduction and expansion of innovative delivery approaches have been complemented by an ongoing commitment to providing a range of problem resolution options to customers whose experience of Centrelink has not been entirely satisfactory. This focus on service recovery recognises that the way we respond to service failures is as important as the quality of the initial service experience. With this in mind, there has been a focus on improvements to the collection and analysis of feedback to Customer Relations Units, the development of stronger relationships with external review bodies, and a commitment to resolving customer concerns quickly at the local level, whenever possible. The reporting year has also been important in terms of significant service improvements, which have increased the accessibility and choice of how customers access Centrelink’s services, and other work to build our understanding of customers’ needs, expectations and preferences. Directory: sites -> default -> files -> documents documents -> North Mankato Taylor Library documents -> In the Red and Brown Water documents -> - documents -> Cbp and Trade Automated Interface Requirements Appendix: pga december 22, 2015 documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Mobile audio/video recording systems documents -> The south australian government gazette documents -> All public acts appearing in this gazette are to be considered official, and obeyed as such documents -> Union interparlementaire inter-parliamentary union Download 1.21 Mb. Share with your friends:
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