❓ Hon Stephen Dawson questions the Minister for Disability Services regarding the outsourcing of client satisfaction surveys by the Disability Services Commission, focusing on the contractor, cost, scope, and data privacy.
AnsweredQoN 248Legislative Council
QuestionView source ↗
DISABILITY
SERVICES COMMISSION — CLIENT SATISFACTION
248. Hon STEPHEN DAWSON to the
Minister for Disability Services:
I refer to service satisfaction indicators for clients of the
Disability Services Commission.
(1) Has the
commission outsourced to a private organisation the task of contacting clients
to survey their satisfaction with services provided by the commission?
(2) If yes to
(1), which organisation has been contracted, for what period and what is the
total cost of this service?
(3) If yes to (1), what is the scope of the contract?
(4) If yes to (1), what personal details of commission
clients have been divulged to the contractor?
(5) If yes to
(1), will the minister table a copy of any client satisfaction information
received by the commission to date?
SERVICES COMMISSION — CLIENT SATISFACTION
248. Hon STEPHEN DAWSON to the
Minister for Disability Services:
I refer to service satisfaction indicators for clients of the
Disability Services Commission.
(1) Has the
commission outsourced to a private organisation the task of contacting clients
to survey their satisfaction with services provided by the commission?
(2) If yes to
(1), which organisation has been contracted, for what period and what is the
total cost of this service?
(3) If yes to (1), what is the scope of the contract?
(4) If yes to (1), what personal details of commission
clients have been divulged to the contractor?
(5) If yes to
(1), will the minister table a copy of any client satisfaction information
received by the commission to date?
AnswerView source ↗
I thank the member for some notice of this question.
(1) Yes. A market research agency is contracted, as has been
the practice for the past 10 years.
(2) Patterson Research Group, from January 2015 to May 2015,
at a total cost of $50 000.
(3) To
undertake a telephone customer satisfaction survey at the direction of the
Disability Services Commission.
(4) Minimum
personal details are provided to the contractor so that they can undertake the
survey, such as name, phone number, age, gender, disability service type and
disability type. There is a confidentiality clause in the contract with the
company engaged to carry out the survey.
(5) The survey
is undertaken for the commission's annual report. This customer
satisfaction information will be reported in the commission's 2014–15
annual report.
(1) Yes. A market research agency is contracted, as has been
the practice for the past 10 years.
(2) Patterson Research Group, from January 2015 to May 2015,
at a total cost of $50 000.
(3) To
undertake a telephone customer satisfaction survey at the direction of the
Disability Services Commission.
(4) Minimum
personal details are provided to the contractor so that they can undertake the
survey, such as name, phone number, age, gender, disability service type and
disability type. There is a confidentiality clause in the contract with the
company engaged to carry out the survey.
(5) The survey
is undertaken for the commission's annual report. This customer
satisfaction information will be reported in the commission's 2014–15
annual report.
Explore WA Government Data
Search the full archive in the free dashboard, or query programmatically via API.
Explore more
Government Gazette
Appointments, regulatory notices, planning changes.
Hansard
Debates, questions, speeches and sentiment.
Tabled Papers
Reports and documents tabled in Parliament.
Committees
Committee profiles and recent reports.
Regulations
Subsidiary legislation with filters and summaries.
Bills
Proposed laws and parliamentary progress.
Acts
Current WA legislation and summaries.
Explanatory Memoranda
Bills with EMs (text/PDF) available.
Members
MP profiles, party breakdown and rankings.
Pollie Rankings
Data-driven rankings across 19 categories.
Amendment Chains
Track how schemes and regulations evolve over time.