❓ Hon Wilson Tucker asks about ServiceWA app support, including incidents, troubleshooting, and support tickets. The Premier provides data on technical and email support, deferring phone support questions to the Minister for Transport.
AnsweredQoN 546Legislative Council
QuestionView source ↗
Please provide general information about ServiceWA app support, including: (a) the total number of reported incidents/complaints; (b) the total number of troubleshooting cases; and (c) the total number of support tickets, including: (i) the number of resolved tickets; and (ii) the number of unresolved/ongoing tickets?
AnswerView source ↗
Answered
22 March 2022
Responded by
Leader of the House representing the Premier
Response time
6 days
The current ServiceWA support model has three providers. Technical support is delivered by Genvis Pty Ltd. Phone support is delivered via 13 33 WA, which is operated by the Department of Transport. Email support is provided by the Department of the Premier and Cabinet.
The following response is a combination of technical and email support. These numbers include both ServiceWA app support and myGovID first level triage support. Questions regarding phone support should be referred to the Minister for Transport.
As at 28 February 2022:
(a) There has been one technical incident which occurred on the day the ServiceWA app was launched. This resulted in users registering for ServiceWA being queued for approximately 20 minutes. There has been 48 emails relating to complaints.
(b) There has been 1,510 troubleshooting cases.
(c) There has been a total of 7,348 support tickets.
(i) 6,940
(ii) 408
The following response is a combination of technical and email support. These numbers include both ServiceWA app support and myGovID first level triage support. Questions regarding phone support should be referred to the Minister for Transport.
As at 28 February 2022:
(a) There has been one technical incident which occurred on the day the ServiceWA app was launched. This resulted in users registering for ServiceWA being queued for approximately 20 minutes. There has been 48 emails relating to complaints.
(b) There has been 1,510 troubleshooting cases.
(c) There has been a total of 7,348 support tickets.
(i) 6,940
(ii) 408
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