❓ A WA parliamentary question on notice regarding issues with the Department of Planning and Infrastructure's driver licensing system, specifically concerning incorrectly printed endorsements and call centre customer service. The Minister's response acknowledges the problems, outlines rectification efforts, and details improvements to customer service procedures.
AnsweredQoN 3066Legislative Assembly
QuestionView source ↗
(b) if so, what was the problem, has this problem been rectified, and how was it rectified; (c) if not, will the Minister explain why one client has had to contact the Department of Planning and Infrastructure three times to have these endorsements on his licence, yet each time the licence was blank on the reverse side; (d) further to this particular situation, will the Minister explain why when telephoning the Department to ensure his licence was in order, this bus driver received a message telling him to phone back later as the there were too many calls waiting to even place him in a queue; (e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(c) if not, will the Minister explain why one client has had to contact the Department of Planning and Infrastructure three times to have these endorsements on his licence, yet each time the licence was blank on the reverse side; (d) further to this particular situation, will the Minister explain why when telephoning the Department to ensure his licence was in order, this bus driver received a message telling him to phone back later as the there were too many calls waiting to even place him in a queue; (e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(d) further to this particular situation, will the Minister explain why when telephoning the Department to ensure his licence was in order, this bus driver received a message telling him to phone back later as the there were too many calls waiting to even place him in a queue; (e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(b) The problem has been rectified and licence endorsements and conditions are now correctly printed on the reverse of licences, where applicable. (c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate. (d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate. (d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(c) if not, will the Minister explain why one client has had to contact the Department of Planning and Infrastructure three times to have these endorsements on his licence, yet each time the licence was blank on the reverse side; (d) further to this particular situation, will the Minister explain why when telephoning the Department to ensure his licence was in order, this bus driver received a message telling him to phone back later as the there were too many calls waiting to even place him in a queue; (e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(d) further to this particular situation, will the Minister explain why when telephoning the Department to ensure his licence was in order, this bus driver received a message telling him to phone back later as the there were too many calls waiting to even place him in a queue; (e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(e) if a client is not placed in a queue, but told to telephone back later, is this call recorded statistically, and if so, how is it classified; and (f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(f) given that the Auditor-General specifically stated that the Department’s Customer Service procedures needed improvement, will the Minister explain how these services have been improved?
(b) The problem has been rectified and licence endorsements and conditions are now correctly printed on the reverse of licences, where applicable. (c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate. (d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate. (d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries. (e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message. (f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
(f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre: · has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has included its hours of access with the "White Pages" telephone information; · has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has appointed additional resources to meet customer demands; · has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has appointed external consultants to conduct a comprehensive review; · has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has introduced an automated customer service survey; · is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· is finalising development of its staff service standards; and · has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
· has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
AnswerView source ↗
Answered
26 November 2004
Responded by
Minister for Planning and Infrastructure
Response time
101 days
(a) Yes, instances have been identified where class restrictions limiting the type of vehicle the driver could operate, and endorsements on the reverse side of the licence were not printed correctly . These licences were limited to those issued between 6 July 2004 and 26 July 2004.
Action has been taken to contact those drivers affected and issue replacement licences free of charge
(b) The problem has been rectified and licence endorsements and conditions are now correctly printed on the reverse of licences, where applicable.
(c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate.
(d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries.
(e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message.
(f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre:
· has included its hours of access with the "White Pages" telephone information;
· has appointed additional resources to meet customer demands;
· has appointed external consultants to conduct a comprehensive review;
· has introduced an automated customer service survey;
· is finalising development of its staff service standards; and
· has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
Action has been taken to contact those drivers affected and issue replacement licences free of charge
(b) The problem has been rectified and licence endorsements and conditions are now correctly printed on the reverse of licences, where applicable.
(c) The Department is not aware of the specific instance the member refers to but if she would like to provide details the Department would be happy to investigate.
(d) As a result of some technical problems following the introduction of the TRELIS licensing system, there was a significant increase in the number of customers calling the Licensing Call Centre. The extraordinary high volume of calls meant that during peak times some callers were receiving an engaged signal. As a customer service initiative, instead of customers receiving an engaged signal, a message was introduced that informed them of the delays on such occasions. The message was subsequently amended to also inform customers that the Department was aware of a number of issues relating to driver and vehicle licensing and that these were being addressed. In any event the issue has since been addressed by the deployment of additional staff into the Call Centre to cater for the increase in enquiries.
(e) No. The DPI system does not record this data. DPI has obtained statistical data from Telstra. However this is limited to the number of calls who received this message.
(f) The Auditor General conducted a performance examination of 6 selected WA Government call centres, including the Department for Planning and Infrastructure's Licensing call centre and his report of April 2003 contains 6 recommendations relating to how agencies should improve the performance of their call centres. In response to those recommendations the Licensing call centre:
· has included its hours of access with the "White Pages" telephone information;
· has appointed additional resources to meet customer demands;
· has appointed external consultants to conduct a comprehensive review;
· has introduced an automated customer service survey;
· is finalising development of its staff service standards; and
· has developed a "Quality Call Monitoring" program that evaluates telephone etiquette, customer interaction and relationship, information handling and knowledge and efficiency.
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