❓ Mr Bradshaw asks about waiting times at Department of Transport Licensing Centres and what is being done to reduce them. The Minister acknowledges the issue and outlines strategies including customer surveys, promoting alternative payment methods, and an accommodation strategy.
AnsweredQoN 1154Legislative Assembly
Asked
17 October 2001
Member
Portfolio
Minister assisting the Minister for Planning and Infrastructure
QuestionView source ↗
(1) Is the Minister aware of the waiting times at the Department of Transport Licensing Centres in the Metropolitan area?
(2) What is being done to reduce waiting time to pay licence fees?
(2) What is being done to reduce waiting time to pay licence fees?
AnswerView source ↗
Answered
27 November 2001
Responded by
Minister assisting the Minister for Minister assisting the Minister for Planning and Infrastructure
Response time
41 days
2. Transport's Licensing Division has engaged the services of marketing consultants to conduct customer surveys looking at the level of satisfaction from a Licensing Centre user's perspective. Whilst Licensing customers are generally happy with the level of customer service, it is acknowledged that wait times do on occasions exceed both the customers expectation and Licensing service level targets. Recent amendments to the Road Traffic Act and Regulations have meant that Licensing Centres have been and will continue to be heavily used. Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Whilst Licensing customers are generally happy with the level of customer service, it is acknowledged that wait times do on occasions exceed both the customers expectation and Licensing service level targets. Recent amendments to the Road Traffic Act and Regulations have meant that Licensing Centres have been and will continue to be heavily used. Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Recent amendments to the Road Traffic Act and Regulations have meant that Licensing Centres have been and will continue to be heavily used. Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Whilst Licensing customers are generally happy with the level of customer service, it is acknowledged that wait times do on occasions exceed both the customers expectation and Licensing service level targets. Recent amendments to the Road Traffic Act and Regulations have meant that Licensing Centres have been and will continue to be heavily used. Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Recent amendments to the Road Traffic Act and Regulations have meant that Licensing Centres have been and will continue to be heavily used. Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Transport Licensing has actively promoted the availability and use of agents for licensing transactions. Payments for certain transactions can also be made by mail, phone and over the internet. Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Reviews conducted have highlighted that customers are concerned with the accessibility and location of Licensing Centres (particularly in the Northern Suburbs). A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
A review of Licensing's current accommodation and transaction base has provided the backbone for an Accommodation Strategy that proposes over the next 2 years the relocation of Licensing Centres to areas of greater customer demand or refurbished to provide a more efficient customer service. Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
Establishing more service points within Licensing Centres is pivotal to this strategy. These extra service points will be staffed by the removal of back office type functions that are expected to dissolve with the implementation in 2002 of Licensing's new purpose built computer data-base.
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