Client Service Charter - Questionnaire
Approval Number 00529-01-
Survey Information
Dear client
The Department of Communications, Information Technology and the Arts is
committed to delivering high quality services to our clients and we would like to
know your views on the adequacy of the services you receive.
The enclosed questionnaire seeks your feedback against the service standards
contained in the Department’s Client Service Charter. We have also enclosed a
copy of the Department’s Client Service Charter to inform you of the present
standards.
We would appreciate it if you could help us by taking the time to provide this
feedback so we can continue to improve our performance.
The questionnaire should take no longer than 15 minutes to complete and we
would appreciate its return in the reply paid envelope. If your questionnaire has not
been received by the 10 July 2002, Ms Suzette Wallwork may contact you about
the possibility of a telephone interview. All information provided will be aggregated
to ensure confidentiality.
Thank you for your participation in the survey. If you have any queries about the
survey or the Department’s Client Service Charter, please do not hesitate to
contact either Ms Wallwork on (02) 6271 1853 or myself.
Yours sincerely
Catherine Vandermark
Business Planning Unit
(02) 6271 1030
Section One
Client details
Q1
Time taken to complete the survey
The survey should take less than 15 minutes to complete. Could you please
note the time taken to complete the survey below.
Q2
Start time:
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Finish time:
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What type of organisation are you? Please circle the one that best
describes your organisation.
(a)
(b)
(c)
(d)
(e)
(f)
(g)
Private sector business/company
Individual
Not-for-profit organisation
Peak Industry Body
Local Government
State Government
Other (please specify):
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Q3
What is your relationship with the Department? Please circle those
that best apply.
(a)
(b)
(c)
(d)
(e)
Contractor/consultant/supplier to the Department
Grantee of a program administered by the Department
Payment recipient of the Department
Consulted by the Department on policy issues
Other (please specify):
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Section Two
Assessment of Performance Against Service Standards
Q4
How do you generally rate the services provided by Departmental staff
in their dealings with you? Please circle the one that best applies.
Performance rating
Poor
4(a)
Q5
1
Satisfactory
Very good
2
Excellent
3
4
When communicating with the Department how would you rate the
manner of the staff in their dealings with you? For each of the
standards below, please circle the rating that best applies.
Standard
Current performance rating
Poor
Satisfactory
Very Good
Excellent
5(a)
Courteousness
1
2
3
4
5(b)
Willingness to assist
1
2
3
4
5(c)
Responsive to your
needs
1
2
3
4
5(d)
Fair treatment
1
2
3
4
5(e)
Clarity, conciseness and
completeness of advice
1
2
3
4
5(f)
Technical/professional
competence
1
2
3
4
5(g)
Sensitivity to diversity
issues
1
2
3
4
5(h)
Availability of major
Departmental
publications, information
& policy statements via
our website
1
2
3
4
2
Note: Please skip any questions which are not applicable and move on to the next one.
Q6
In your telephone dealings with the Department how would you
rate the way staff dealt with your inquiry? For each service standard,
please circle the one that best applies.
Standard
Current performance rating
Poor
Satisfactory
Very Good
Excellent
6(a)
Calls handled between
9.00am and 5.00pm on
a weekday
1
2
3
4
6(b)
Staff clearly identify
themselves and or their
work area
1
2
3
4
6(c)
Inquiries that are not of
a complex nature were
resolved during the call
1
2
3
4
6(d)
Inquiries that were
more complex were
handled as soon as
possible and within
three working days
1
2
3
4
6(e)
Comments:
Q7
In your e-mail dealings with the Department how would you rate the
way staff dealt with your inquiry? Please circle the one that best
applies.
Standard
Current performance rating
Poor
Satisfactory
Very Good
Excellent
7(a)
Inquiries were responded
to as soon as possible
1
2
3
4
7(b)
Inquiries that were of a
complex nature were
responded to within three
working days
1
2
3
4
7(c)
Comments:
3
Note: Please skip any questions which are not applicable and move on to the next one.
Q8
In your written correspondences or fax dealings with the Department
how would you rate the way staff dealt with your inquiry? Please circle the
rating that best applies for each of the standards below.
Standard
Current performance rating
Poor
8(a)
Your inquiries were
responded to as soon as
possible. Where the
matter was more
complex it was
responded to within 20
working days of its
receipt. Where this was
not possible we advised
you as such and how
long was needed to
provide a final response
8(b)
Contact name and
telephone numbers were
provided for further
queries
8(c)
Comments:
Satisfactory
Very Good
Excellent
1
2
3
4
1
2
3
4
4
Note: Please skip any questions which are not applicable and move on to the next one.
Q9
In relation to the Department’s administration of Grants Programs,
how do rate our current performance? Please circle the one that best
applies for each of the standards below.
Standard
Current performance rating
Poor
9(a)
Publicising of programs,
application procedures &
program policy issues
using a range of
methods, including online
& hardcopy format.
9(b)
Fair administration of
grant programs, in
accordance with relevant
guidelines, criteria,
regulations or legislation
9(c)
Equitable access to
programs and services
9(d)
Grant payments were
made within 4 weeks of
acceptance of reports
and/or in accordance with
relevant schedules or
contractual commitments
9(e)
Comments:
Q10
Satisfactory
Very Good
Excellent
1
2
3
4
1
2
3
4
1
2
3
4
1
2
3
4
In relation to the Department’s dealings with contractors, consultants
and suppliers and the administration of contracts how would you rate
our current performance? Please circle the one that best applies.
Standards
Current performance rating
Poor
10(a)
Availability of, or access
to information required to
assist you to provide your
your services
10(b)
Payments were made in
accordance with relevant
schedules and/or
contractual obligations
10(c)
Comments:
Satisfactory
Very Good
Excellent
1
2
3
4
1
2
3
4
5
Note: Please skip any questions which are not applicable and move on to the next one.
Q11
In relation to the Department’s development and review of policy and
legislation for which we are responsible, how would you rate our
current performance? Please circle the one that best applies.
Standards
Current performance rating
Poor
11(a)
Where appropriate
interested parties are
consulted with as early
as practicable
11(b)
Consultative processes
are undertaken and
include those most
likely to be affected by
changes in policy or
legislation
11(c)
Comments:
Satisfactory
Very Good
Excellent
1
2
3
4
1
2
3
4
Section Three
Means of Communicating with the Department
Q12
How do you mostly communicate with the Department? Please circle
‘Yes’ or ‘No’ against each. Please indicate how frequently on average
you use each mode of communication.
Mode of communication
Yes / No
Frequency of use
Eg, daily, weekly, monthly, quarterly,
twice a year, once a year, never.
Telephone
Y
N
E-mail/Internet/Online
Y
N
Fax
Y
N
In person/meetings
Y
N
Mail/written correspondence
Y
N
Other (please indicate):
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Note: Please skip any questions which are not applicable and move on to the next one.
Q13 Do you have any special needs in order to be able to access
Departmental services? Could you please circle the one(s) that applies.
(a)
(b)
(c)
(d)
(e)
(f)
English as a second language service
Community Languages and Interpreter service
Teletypewriter service
Large print format
Online material accessible to people with disabilities
Other (please specify):
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Section Four
Process for lodging complaints
Q14
Were you aware of the Department’s Client Service Charter prior to
receiving this questionnaire? Please circle either ‘Yes’ or ‘No’.
Yes
Q15
No
Have you ever had cause to complain about the Department’s
service/s? Please circle either ‘Yes’ or ‘No’.
Yes
No
If no, go to Q18
Q16
Do you feel that your complaint was processed adequately and in
accordance with the Department’s “Complaints Mechanism” (see page
9 of the Service Charter)? Please circle relevant answer.
Yes
No
I did not complain
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Note: Please skip any questions which are not applicable and move on to the next one.
Q17
Do you have any suggestions to improve the complaints handling
process as outlined in the current Client Service Charter? Please
provide details:
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Q18
Do you have any comments or suggestions concerning how the
Department could improve its services?
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If you would like to find out more about the Department or about its
Client Service Charter you can by logging onto the Department of
Communications, Information Technology and the Arts website at
http://www.dcita.gov.au/
Could you please remember to record the finish time at Q1.
Thank you for your assistance
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