❓ Mr. Hyde questions the Environment Minister about the Botanic Gardens and Parks Authority's (BGPA) email response time of 15 working days, deeming it potentially poor customer service. The Minister acknowledges the response time but defends it due to the complexity and volume of enquiries.
AnsweredQoN 5162Legislative Assembly
QuestionView source ↗
(1) Is the Minister aware that email enquiries to the Botanic Gardens and Parks Authority respond with an automated email that states that it will endeavour to respond within fifteen working days?
(2) Does the Minister accept that three weeks turnaround time for an enquiry is good customer service; and
(a) if not, what can the Minister do to improve the service?
(2) Does the Minister accept that three weeks turnaround time for an enquiry is good customer service; and
(a) if not, what can the Minister do to improve the service?
AnswerView source ↗
Answered
17 May 2011
Responded by
Minister for Environment
Response time
33 days
(1) Yes
(2)-(2a) The Botanic Gardens and Parks Authority receives on average 2,000 enquiries to their general enquiries email address per year which require direct action and response.
I am advised that the automated email advice of a 15 day response time is the maximum limit which has been set due to the often complex and range of enquiries received. The BGPA has advised that in the majority of cases enquiries are responded to within 5 working days.
A key performance indicator for the BGPA is to respond to 90-95% of complaints within 28 days and I am advised that the BGPA has met or exceeded this target since 2006/07.
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(2)-(2a) The Botanic Gardens and Parks Authority receives on average 2,000 enquiries to their general enquiries email address per year which require direct action and response.
I am advised that the automated email advice of a 15 day response time is the maximum limit which has been set due to the often complex and range of enquiries received. The BGPA has advised that in the majority of cases enquiries are responded to within 5 working days.
A key performance indicator for the BGPA is to respond to 90-95% of complaints within 28 days and I am advised that the BGPA has met or exceeded this target since 2006/07.
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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