❓ A parliamentary question on notice regarding the Minister for Tourism's policies and actions related to communication, consultation, customer service within Tourism WA, and initiatives to attract Chinese tourists. The Minister's response addresses each point, providing data and explanations.
AnsweredQoN 1180Legislative Assembly
QuestionView source ↗
(1) What specific policies has the Minister put in place to more effectively communicate with tourism operators in Western Australia?
(2) What specific policies has the Minister put in place to more effectively consult with tourism operators in Western Australia?
(3) Has the Minister personally initiated a review of the customer service strategy within Tourism WA in the following areas -
(a) call response times and follow up calls;
(b) correspondence turnaround times;
(c) politeness, courtesy and willingness to help; and
(d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(4) Has the level of training and advice given to customer service staff at Tourism WA increased or decreased in each year for the past 5 years?
(5) What specific initiatives have the Minister personally instigated to communicate the demographics and requirements of emerging markets such as China to tourism operators?
(6) Are these initiatives successful and if so why does Western Australia’s national market share for inbound Chinese tourism continue to slide?
(7) Has the Minister received the report titled “Key Findings and Recommendations Key Performance Indicator Research August 2005” by Research Solutions on the performance of Tourism WA?
(8) If so, when did she receive that report?
(9) Has the Minister tabled that report in Parliament and if so, when was it tabled?
(10) If not, why not?
(11) Did the previous Tourism Minister receive the report titled “Key Findings and Recommendations Key Performance Indicator Research August 2005” by Research Solutions on the performance of Tourism WA?
(12) If so, when?
(2) What specific policies has the Minister put in place to more effectively consult with tourism operators in Western Australia?
(3) Has the Minister personally initiated a review of the customer service strategy within Tourism WA in the following areas -
(a) call response times and follow up calls;
(b) correspondence turnaround times;
(c) politeness, courtesy and willingness to help; and
(d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(4) Has the level of training and advice given to customer service staff at Tourism WA increased or decreased in each year for the past 5 years?
(5) What specific initiatives have the Minister personally instigated to communicate the demographics and requirements of emerging markets such as China to tourism operators?
(6) Are these initiatives successful and if so why does Western Australia’s national market share for inbound Chinese tourism continue to slide?
(7) Has the Minister received the report titled “Key Findings and Recommendations Key Performance Indicator Research August 2005” by Research Solutions on the performance of Tourism WA?
(8) If so, when did she receive that report?
(9) Has the Minister tabled that report in Parliament and if so, when was it tabled?
(10) If not, why not?
(11) Did the previous Tourism Minister receive the report titled “Key Findings and Recommendations Key Performance Indicator Research August 2005” by Research Solutions on the performance of Tourism WA?
(12) If so, when?
AnswerView source ↗
Answered
15 June 2006
Responded by
Minister for Tourism
Response time
36 days
(b) correspondence turnaround times; (c) politeness, courtesy and willingness to help; and (d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(c) politeness, courtesy and willingness to help; and (d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(3a-d) No (4) The member needs to clarify whom she means by "customer service staff". If "customer service staf"' means staff at the Western Australian Visitor Centre who directly handle consumer inquires on a daily basis, the average hours of training per staff member has increased. (5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(4) The member needs to clarify whom she means by "customer service staff". If "customer service staf"' means staff at the Western Australian Visitor Centre who directly handle consumer inquires on a daily basis, the average hours of training per staff member has increased. (5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(11) No. (12) Not applicable.
(12) Not applicable.
(c) politeness, courtesy and willingness to help; and (d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(d) advanced customer service such as anticipating needs, being knowledgeable, empathetic and understanding?
(3a-d) No (4) The member needs to clarify whom she means by "customer service staff". If "customer service staf"' means staff at the Western Australian Visitor Centre who directly handle consumer inquires on a daily basis, the average hours of training per staff member has increased. (5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(4) The member needs to clarify whom she means by "customer service staff". If "customer service staf"' means staff at the Western Australian Visitor Centre who directly handle consumer inquires on a daily basis, the average hours of training per staff member has increased. (5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(5)I have recently returned from China where I have gained valuable insight into this market through numerous meetings with key tourism industry operators and airlines. I will be passing the information I have learned through to the tourism industry through my regular industry liaison. This is in addition to the information provided to the industry by Tourism Western Australia, such as extensive market profiles to aid operators in building their business from core and emerging markets such as China. These market profiles are readily available on disc and a brief synopsis of all profiles is published on www.westernaustralia.com . Market updates are presented at regular industry forums convened by Tourism Western Australia. (6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(6) The general consensus from industry and Tourism Western Australia is that the Chinese market activity is successful, although this has not been formally measured. I remind the Member that Chinese visitors to Western Australia have grown from 3900 visitors in 2001 to 9800 visitors in 2005. While there was a drop in numbers between 2003 and 2005, this is certainly not a 'continued slide' as suggested by the Member. While the longer term trend in arrivals from China is positive, entering a new tourism market takes time to develop and this is something that the Government has recognised through the opening of an office in market and increased marketing activity in 2005/2006. (7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(7) Yes. (8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(8) March 2006. (9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(9)-(10) The report "Key Findings and Recommendations Key Performance Indicator Research August 2005' was due to be tabled with the answer to Parliamentary Question 562. This did not occur and the report was tabled on Tuesday, 13 June 2006. A copy of the report was forwarded to the Member for Capel (the author of the question) on 24 April 2006. This research report was an initiative of the Board and Executive of Tourism Western Australia and was commissioned for internal purposes to provide the agency with guidance for continued improvement. (11) No. (12) Not applicable.
(11) No. (12) Not applicable.
(12) Not applicable.
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