❓ Ms Guise questions the Minister for Culture and the Arts about negative findings in the Auditor General’s report regarding the Library and Information Service of WA's handling of customer complaints. The Minister acknowledges the issue and outlines improvement strategies.
AnsweredQoN 449Legislative Assembly
QuestionView source ↗
LIBRARY AND INFORMATION SERVICE OF WA, AUDITOR GENERAL’S REPORT 449. Ms GUISE to the Minister for Culture and the Arts: Is the minister aware of the negative findings regarding the Library and Information Service of Western Australia in the Auditor General’s report into the handling of customer complaints? Ms McHALE
AnswerView source ↗
I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
LIBRARY AND INFORMATION SERVICE OF WA, AUDITOR GENERAL’S REPORT
Is the minister aware of the negative findings regarding the Library and Information Service of Western Australia in the Auditor General’s report into the handling of customer complaints? Ms McHALE replied: I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
Ms McHALE replied: I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
LIBRARY AND INFORMATION SERVICE OF WA, AUDITOR GENERAL’S REPORT
Is the minister aware of the negative findings regarding the Library and Information Service of Western Australia in the Auditor General’s report into the handling of customer complaints? Ms McHALE replied: I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
Ms McHALE replied: I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
I thank the member for the question and recognise her dedicated commitment to public libraries, particularly those in her electorate. I have discussed the findings of the Auditor General’s report with the Director General of the Department of Culture and the Arts, and I have conveyed to him my dissatisfaction with the less than satisfactory performance in this area and obviously my desire for improvement. The following strategies were recently put in place to improve the handling of customer complaints: during 2001 the Library and Information Service of Western Australia developed a complaint handling policy including targeted response times for complaints and is in the process of revising its client feedback forms. Procedures to report telephone and face-to-face complaints are now being developed and a complaint monitoring system is being implemented. In addition to that, the most significant of improvements relates to the provision of infrastructure to improve the delivery of book stock to public libraries, which will result in significantly reduced delivery times and will address one of the major causes of complaint by public library users.
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