❓ A WA parliamentary question on notice regarding the Department of Planning and Infrastructure's (DPI) Licensing Contact Centre's staffing, call volumes, and wait times. The DPI acknowledges service levels have fallen below acceptable targets and outlines strategies for improvement.
AnsweredQoN 1314Legislative Assembly
QuestionView source ↗
(b) how many staff are currently employed to answer public queries on this number; (c) have staff levels employed to answer public queries on this number increased, been reduced, or stayed the same over the last three years; (d) how many telephone calls are taken, on average, each day; and (e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(c) have staff levels employed to answer public queries on this number increased, been reduced, or stayed the same over the last three years; (d) how many telephone calls are taken, on average, each day; and (e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(d) how many telephone calls are taken, on average, each day; and (e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(b) 52 (c) Staffing levels have increased over the past three years from 44 to 52. (d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(c) Staffing levels have increased over the past three years from 44 to 52. (d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
Other avenues for improving the service are being addressed through improved recruitment and training practices.
(c) have staff levels employed to answer public queries on this number increased, been reduced, or stayed the same over the last three years; (d) how many telephone calls are taken, on average, each day; and (e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(d) how many telephone calls are taken, on average, each day; and (e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(e) what does the Department consider an acceptable waiting time for the public to be placed ‘on hold’ before being answered by an operator?
(b) 52 (c) Staffing levels have increased over the past three years from 44 to 52. (d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(c) Staffing levels have increased over the past three years from 44 to 52. (d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day. (e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
(e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days. DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year. Other avenues for improving the service are being addressed through improved recruitment and training practices.
Other avenues for improving the service are being addressed through improved recruitment and training practices.
AnswerView source ↗
Answered
12 August 2003
Responded by
Minister for Planning and Infrastructure
Response time
131 days
(a) The average waiting time between 1 May 2003 and 27 May 2003 was 95 seconds.
(b) 52
(c) Staffing levels have increased over the past three years from 44 to 52.
(d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day.
(e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days.
DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year.
Other avenues for improving the service are being addressed through improved recruitment and training practices.
(b) 52
(c) Staffing levels have increased over the past three years from 44 to 52.
(d) Average number of calls vary by month. For May 2003 the average number of calls to the Department for Planning and Infrastructure (DPI) Licensing Contact Centre was 4800 calls per day.
(e) DPI measures the service level at calls answered within 60 seconds. The target set is for 80% of calls to be answered in 60 seconds. The service level did fall well below acceptable levels, and the DPI is working to achieve this level of service on a consistent basis. Currently on average, 70% of calls are being answered within 60 seconds, with rates of up to 89% being achieved on some days.
DPI is working on a range of strategies to reduce the number of calls to the Contact Centre that is currently receiving over 1 million calls per year. This will be achieved by improving the accuracy of information sent to customers as well as providing improved access to information for staff through the introduction of the TRELIS computer system during the first quarter of the 2003/04 financial year.
Other avenues for improving the service are being addressed through improved recruitment and training practices.
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