❓ A parliamentary question regarding the performance of Synergy's call centre following the implementation of a new billing system, and the Minister's responsibility for any decline in service. The Minister deflects blame to the previous government.
AnsweredQoN 7663Legislative Assembly
QuestionView source ↗
I refer to the Minister's announcement on 2 April 2009 that he had personally developed a five point plan with the board and management of Synergy to ensure Western Australians would receive a world-class customer care and billing platform, and I ask:
(a) what percentage of calls to the Synergy call centre were answered within 30 seconds in the years 2009–10 and 2010–11;
(b) what change to the performance of the Synergy call centre do these figures represent when compared to the centre's performance in 2008–09, before the implementation of the new billing system; and
(c) is the Minister satisfied with the dramatic fall in the number of calls answered by Synergy within 30 seconds in 2009–10 and 2010–11, and if not, what portion of the responsibility does the Minister accept for this outcome following his personal intervention in the implementation of the Synergy billing system?
(a) what percentage of calls to the Synergy call centre were answered within 30 seconds in the years 2009–10 and 2010–11;
(b) what change to the performance of the Synergy call centre do these figures represent when compared to the centre's performance in 2008–09, before the implementation of the new billing system; and
(c) is the Minister satisfied with the dramatic fall in the number of calls answered by Synergy within 30 seconds in 2009–10 and 2010–11, and if not, what portion of the responsibility does the Minister accept for this outcome following his personal intervention in the implementation of the Synergy billing system?
AnswerView source ↗
Answered
2 May 2012
Responded by
Minister representing the Minister for Energy
Response time
35 days
a) This information is publically available in Synergy's annual reports.
b) While this data has not been specifically recorded, there was a clear performance reduction in Synergy's operations following the implementation of its SAP billing system, which was originally approved by the previous government.
c) I have repeatedly expressed my dissatisfaction with Synergy's billing system, and will not take any responsibility for decisions made by the previous government. However, I have been working with Synergy to ensure the resolution of issues experienced.
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b) While this data has not been specifically recorded, there was a clear performance reduction in Synergy's operations following the implementation of its SAP billing system, which was originally approved by the previous government.
c) I have repeatedly expressed my dissatisfaction with Synergy's billing system, and will not take any responsibility for decisions made by the previous government. However, I have been working with Synergy to ensure the resolution of issues experienced.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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