❓ Hon Ken Travers asks about call volumes and service levels for the Licensing Department's 131 156 phone line. The response highlights improved service levels under the current government compared to the previous Labor government.
AnsweredQoN 4309Legislative Council
QuestionView source ↗
I refer to the 131 156 telephone number for contacting the Licensing Department and I ask -
(1) How many calls are made to this line per month from August 2010 to January 2011?
(2) How many of the calls referred to in (1) are answered?
(3) How many FTE customer service representatives are employed either permanently or on contract since August 2010 to January 2011?
(1) How many calls are made to this line per month from August 2010 to January 2011?
(2) How many of the calls referred to in (1) are answered?
(3) How many FTE customer service representatives are employed either permanently or on contract since August 2010 to January 2011?
AnswerView source ↗
Answered
18 August 2011
Responded by
Minister for Finance representing the Minister for Transport
Response time
57 days
The
Department of Transport
advises:
(1 - 3) The percentage of calls answered is significantly higher than it was under the previous Labor Government and reflects the Liberal-National Government's commitment to fixing issues ignored by Labor and desire to help better service the community. Within the timeframe referred to by the member the DVS service centre (staffed by an average of 71FTE) answered an average of about 67 000 of the average 104 000 calls per month. The investment into better service by this Liberal-National State Government continued to result in improvements post the period referred to by the Member. This led to the DVS centre achieving its best ever service level result for calls answered in March 2011, with an achievement of 81.7 per cent. In June 2011 a result of almost 80 per cent was achieved. This compares to a result of just 8 per cent answered in July 2008 under the previous Labor government. This service level KPI has been reported on since December 2004 and this level of success was never achieved under the previous government. DVS regards this as the is the most significant milestone it has ever achieved.
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Department of Transport
advises:
(1 - 3) The percentage of calls answered is significantly higher than it was under the previous Labor Government and reflects the Liberal-National Government's commitment to fixing issues ignored by Labor and desire to help better service the community. Within the timeframe referred to by the member the DVS service centre (staffed by an average of 71FTE) answered an average of about 67 000 of the average 104 000 calls per month. The investment into better service by this Liberal-National State Government continued to result in improvements post the period referred to by the Member. This led to the DVS centre achieving its best ever service level result for calls answered in March 2011, with an achievement of 81.7 per cent. In June 2011 a result of almost 80 per cent was achieved. This compares to a result of just 8 per cent answered in July 2008 under the previous Labor government. This service level KPI has been reported on since December 2004 and this level of success was never achieved under the previous government. DVS regards this as the is the most significant milestone it has ever achieved.
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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