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Client service excellence

Providing award winning, responsive client service

In 2008–09, the department continued its ongoing commitment to ensuring that clients’ needs remain central to the development and implementation of client service improvements. This focus builds on the work initially established by the Client Service Improvement Program and the Client Service Charter in 2006.

Client service improvement

The department continues to ensure that research and feedback are used to inform client service initiatives and further develop its understanding of clients’ characteristics, needs and expectations. In November and December 2008, a Client Service Intercept Poll was conducted by the University of Queensland’s Social Research Centre with 2725 clients surveyed. Key results were:

86 per cent of clients reported being satisfied with the service provided by the department, an increase of
4 per cent over the previous year
98 per cent of clients reported being treated courteously by staff when visiting the department’s state and territory offices
99 per cent of clients reported being treated courteously by staff when calling the department
94 per cent reported that they were satisfied with the department’s
telephone service.

The poll also identified a need for further development of the department’s online service channel for its clients.

In addition, the department organised regular meetings of Client Reference Groups (consultations with clients and stakeholders) throughout its service delivery network.

Client feedback

A comprehensive communication strategy continues to be implemented to ensure the feedback system is visible and accessible to clients and to accomplish the departmental goals of ‘fair and reasonable dealings with clients’ and ‘being an open and accountable organisation’.

The department is committed to ensuring its clients are aware of their right to complain and informs clients about its feedback system and access points, including the Compliments and Complaints link on the department’s website. In addition, leaflets, posters, comment cards, information brochures for client service areas and airports and information on the feedback-handling processes are provided with client correspondence and decision records.

To assist staff to deal with feedback, the department has also developed a web-based feedback handling toolkit.

Global Feedback Unit

The department’s centralised feedback system, the Global Feedback Unit, continues to provide valuable support to clients through the Client Feedback Line, web feedback form and a feedback mailing address.

The Global Feedback Unit has enhanced its data collection processes over the past 12 months, enabling even better tracking and management of client feedback.

The department is now better able to identify systemic issues and trends and service shortfalls and overcome barriers to achieving good client service outcomes within established service standards.

Quarterly statistical and performance reporting is provided to all business areas and the Commonwealth Ombudsman. Monthly reports are provided to overseas posts and state and territory offices to assist with the provision of improved client service models.

The level of client feedback received by the department has increased during 2008–09, with 15 372 cases recorded, compared to 12 760 in the previous year. Included in the 15 372 cases were 4518 compliments, 7696 complaints and 1548 suggestions. This compares with 1742 compliments, 7620 complaints and 599 suggestions in 2007–08. The remainder included enquiries, provision of information or calls related to other agencies.