❓ A WA parliamentary question regarding unanswered calls to the Licensing Department, prompting the Minister to detail call statistics and planned improvements to the service.
AnsweredQoN 2679Legislative Council
QuestionView source ↗
I refer to the answer to my question on notice No. 2500, regarding calls made to the 131 156 phone number for contacting the Licensing Department, and further ask -
(1) Is this number of unanswered calls usual for the Licensing Department?
(2) Will the Minister please specify for each of the last 12 months, -
(a) the number of calls made to the line; and
(b) the number of calls answered?
(3) How does the Minister intend to resolve the problems the Department is having, in providing this service to the people of Western Australia?
(1) Is this number of unanswered calls usual for the Licensing Department?
(2) Will the Minister please specify for each of the last 12 months, -
(a) the number of calls made to the line; and
(b) the number of calls answered?
(3) How does the Minister intend to resolve the problems the Department is having, in providing this service to the people of Western Australia?
AnswerView source ↗
Answered
9 September 2010
Responded by
Minister for Transport
Response time
23 days
(3) Firstly, several improvement initiatives have recently been introduced to help reduce the number of calls to the Department of Transport's Customer Contact Centre. These initiatives include - the introduction of BPay as an alternative payment option for licensing transactions; a redeveloped licensing website that is more accessible, easier to use and provides more answers and functions; on-line access to driver's licence and vehicle registration details; and the implementation of a new Interactive Voice Recognition (IVR) system that will provide greater capacity for callers and on-line payments. Further self-service functions are also planned to be introduced over the next year, which are currently being scoped by the Department of Transport. In addition, a detailed evaluation of the Customer Contact Centre is currently underway, which will determine the current status of the Customer Contact Centre and further opportunities for improvement. 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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