SATISFACTION QUESTIONNAIRE FOR POLICY STAKEHOLDERS
1) Have you had dealings with the Commonwealth Department of Industry, Tourism and Resources1 in regard to YYY in the past
12 months?
1
Yes
2
No
V Good Good Average Poor V Poor
GENERAL LEVELS OF CONSULTATION
2)
How would you rate the level of consultation
undertaken by the Department1 to determine
your views on matters of interest to you
relating to YYY?
1
2
3
4
5
POLICY DEVELOPMENT PROCESS
In terms of the policy development process relating to YYY, how would you rate the Department 1’s dealings with you in
terms of:
3)
a) Making you aware that the development
of an activity or proposal was taking place.
1
2
3
4
5
b) Providing sufficient information on how to
input into the development of the activity or
proposal.
1
2
3
4
5
c) Providing reasonable time frames for you
to input into the development of the activity or
proposal.
1
2
3
4
5
d) Explaining to you the policy development
and decision-making process being followed for
the activity or proposal.
1
2
3
4
5
e) Showing willingness to take your feedback
into consideration.
1
2
3
4
5
f) Understanding the particular issues relating
to this activity.
1
2
3
4
5
g) Explaining to you the reasons for final policy
decisions relating to this activity.
1
2
3
4
5
ENQUIRIES IN GENERAL
In regard to the enquiries and requests for assistance that you have made relating to YYY, how would you rate the
Department1 in terms of:
4)
a) Responding to you in a timely manner
to your enquiries and requests for assistance.
1
2
3
4
5
b) Providing you with accurate information
relevant to your enquiry.
1
2
3
4
5
STAFF ATTRIBUTES
In dealing with the Department1 on YYY, how would you rate their staff in terms of:
5)
1
a) Their professionalism in their dealings with you.
1
2
3
4
5
b) Their knowledge and understanding of
relevant policies and/or legislation
1
2
3
4
5
c) Their courtesy and helpfulness
1
2
3
4
5
For Invest Australia stakeholders (that is: Activity 1.3.1), reference to the Department should be substituted with
reference to Invest Australia. For Office of Small Business stakeholders (that is: Activity 1.2.23), reference to the
Department should be substituted with reference to Office of Small Business. For ABCB stakeholders (ie Activity
1.2.19), reference to the Department should be substituted with reference to Australian Building Codes Board, and
reference to YYY should be dropped (eg in question 1, the phase “relating to YYY” should be removed).
6) Overall, how satisfied are you in your dealings with the Department1 in terms of their consultation with you as a stakeholder in
the development of YYY issues?
1
2
3
4
5
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
7) Any further comments you could provide which would improve the way the Department1 deals with stakeholders in relation to
YYY would be very useful. Do you have any suggestions?
…………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………..
8) In your view, what has been this activity’s impact towards the achievement of program objectivei?(exclude this question for
ABCB’s stakeholders (Activity 1.2.19))
1
2
3
4
5
Very significant
Significant
Somewhat
No impact
Negative impact
9) Do you have any further comments or suggestions relating to this activity’s contribution to program objective? (exclude this
for ABCB’s stakeholders (Activity 1.2.19))
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
8 (Invest Australia)) How would you rate the relevance of Invest Australia’s programs and services?
1
2
3
4
5
Very significant
Significant
Somewhat
Not relevant
Negative impact
9(Invest Australia)) Do you have any further comments or suggestions relating to the relevance of Invest Australia’s programs
and services?
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………
(QUESTIONS 1-9 ARE REPEATED FOR EACH POLICY AREA FOR WHICH THE RESPONDENT’S ORGANISATION IS A
STAKEHOLDER)
_____________________________________________________________________
BUSINESS ENTRY POINT
(QUESTIONS 10-12 ARE ONLY ASKED UNTIL z BUSINESS CUSTOMERS AND STAKEHOLDERS ARE SURVEYED ON Q11
– THIS WILL GIVE A PRECISION RATE OF +/- 5 PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL)
10) Have you used the Business Entry Point to find information from Government relevant to your business or to complete
Government applications or forms required by your business, such as licence applications or Australian Business Number
registration?
1
2
3
Yes (go to Q11)
No (go to Q13)
Unaware of the BEP (explain the BEP (The BEP is the website through which you can apply for an ABN
number, apply for a licence or permit, and transact other business with Government. A key means of accessing
the BEP is through www.business.gov.au.). Then find out whether or not they have used it – follow leads from 1
and 2 above.)
11) How satisfied are you that Business Entry Point simplifies the process of dealing with Government?
1
2
3
4
5
Very satisfied ┐ Go to Q12 (a)
Satisfied
┘
Neither satisfied nor dissatisfied ┐
Dissatisfied
│Go to Q12(b)
Very dissatisfied
┘
12a) What are the benefits provided to your business through the use of the Business Entry Point?
……………………………………………………………………………………………………………
…………………………………………………………………………………………………………….
12b) Do you have any comments or suggestions that might improve the Business Entry Point as a means of businesses interacting
with Government?
………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………
(END OF QUESTIONS (This is designed to ensure that individual stakeholders are not asked too many questions in additional to
the ones specific to policy development and consultation) )
IMPLEMENTATION OF NEW FUNDING PROGRAMS AND SCHEMES
(QUESTIONS 13-15 ARE ONLY ASKED UNTIL z STAKEHOLDERS FOR OUTPUTS 1.1 AND 1.2, AND x STAKEHOLDERS
FOR OUTPUTS 2.1 AND 2.2 ARE SURVEYED ON Q14 AND Q15 – THIS WILL GIVE A PRECISION RATE OF +/- 5
PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL AT THE COMBINED OUTPUT LEVEL WITHIN AN
OUTCOME)
13) Have you been consulted by the Department ii2 in the last 12 months on the implementation of new funding programs or schemes
of interest to you?
Yes (go to Q14)
No (go to Q16)
In terms of the implementation of a new program or scheme on which you were last consulted, how would you rate the
Department2’s performance in terms of:
14)
The process for gathering your input to the
development of new administrative
arrangements for the program?
15)
Promotion of the program to raise
awareness amongst potential customers.
V Good
1
1
Good
2
Average
3
2
Poor
4
3
Very Poor
5
4
5
(END OF QUESTIONS (This is designed to ensure that individual stakeholders are not asked too many questions in
additional to the ones specific to policy development and consultation)
ONGOING ADMINISTRATION OF FUNDING PROGRAMS AND SCHEMES
(QUESTIONS 16-19 ARE ONLY ASKED UNTIL z STAKEHOLDERS FOR OUTPUTS 1.1 AND 1.2, AND x STAKEHOLDERS
FOR OUTPUTS 2.1 AND 2.2 ARE SURVEYED ON Q14 AND Q15 – THIS WILL GIVE A PRECISION RATE OF +/- 5
PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL AT THE COMBINED OUTPUT LEVEL WITHIN AN
OUTCOME) (NOTE THAT FOR STAKEHOLDERS OF 2.1 AND 2.2, THERE MAY BE A NEED TO QUESTION ON
BOTH 13-15 AND 16-19)
16) Does the Department2 administer funding programs or schemes of interest to you?
Yes (go to Q17)
No (END OF QUESTIONS)
How satisfied are you with the ongoing administration of those programs and schemes of interest to you, in terms of:
Very
satisfied
17)
The availability of information on the
program(s)?
1
2
Neither
satisfied
nor
dissatisfied
3
18)
The provision of information about
developments regarding the program(s)?
1
2
19)
Overall management of the program(s)?
1
2
2
Satisfied
Dissatisfied
Very
dissatisfied
4
5
3
4
5
3
4
5
For Invest Australia stakeholders (that is: Activity 1.3.1), reference to the Department should be substituted with
reference to Invest Australia. For Office of Small Business stakeholders (that is: Activity 1.2.23), reference to the
Department should be substituted with reference to AusIndustry. For ABCB stakeholders (Activity 1.2.19), a full
description of the Department should be used (that is, the Commonwealth Dept of Industry, Tourism and Resources)
____________________________________________________________________________________________
FOR INVEST AUSTRALIA STAKEHOLDERS ONLY
20) There is sufficient promotion of the Commonwealth Department of Industry, Tourism and Resources (ITR) to ensure that it is
generally recognised as the portfolio with responsibility for Invest Australia.
1
2
3
4
5
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
____________________________________________________________________________________________
FOR OFFICE OF SMALL BUSINESS STAKEHOLDERS ONLY
21) There is sufficient promotion of the Commonwealth Department of Industry, Tourism and Resources (ITR) to ensure that it is
generally recognised as the portfolio with responsibility for Office of Small Business.
1
2
3
4
5
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
(END OF QUESTIONS)
SATISFACTION QUESTIONNAIRE FOR PROGRAM CUSTOMERS
1) Have you been a customer of the XXX program administered by the Commonwealth Department of Industry, Tourism and
Resources3 in the past 12 months?
1
Yes
2
No
V Good Good Average Poor V Poor
GENERAL LEVELS OF CONSULTATION
2)
How would you rate the level of consultation
undertaken by the Department3 to determine
your views on matters of interest to you
relating to XXX.
1
2
3
4
5
PROGRAM ADMINISTRATIVE PROCESS
In terms of the program administration process relating to XXX, how would you rate the Department 3’s dealings with
you in terms of:
3)
a) Providing you with clear, accurate, ongoing
advice and information
1
2
3
4
5
b) Explaining to you how the program
operates
1
2
3
4
5
c) Giving fair and unbiased treatment in
1
2
3
4
5
determining and administering the assistance
provided to you through the program
Note: The words “determining and” should be deleted for any customers of PIIP (ie Activity 1.1.28) included in the
sample, as determinations are not made by the Dept.
d) Explaining to you any decisions taken that
affects the assistance provided to you through
the program
1
2
3
4
5
e) Providing you with information on how to
give feedback, including making a complaint
1
2
3
4
5
ENQUIRIES IN GENERAL
In regard to the enquiries and requests for assistance that you have made relating to XXX, how would you rate the
Department3 in terms of:
4)
a) Responding to you in a timely manner
1
2
3
4
5
b) Providing you with accurate information
relevant to your enquiry.
1
2
3
4
5
STAFF ATTRIBUTES
In dealing with the Department3 on XXX, how would you rate their staff in terms of:
5)
3
a) Their professionalism in their dealings with you.
1
2
3
4
5
b) Their knowledge and understanding of
relevant legislation and/or program guidelines
1
2
3
4
5
c) Their courtesy and helpfulness
1
2
3
4
5
For Invest Australia stakeholders (that is: Activity 1.3.1), reference to the Department should be substituted with
reference to Invest Australia.
6) Overall, how satisfied are you with the customer service provided by the Department3 for XXX program?
1
2
3
4
5
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
7) Any further comments you could provide which would improve the Department3’s customer service for XXX program would
be very useful. Do you have any suggestions?
………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………
8) In your view, what has been XXX’s impact towards the achievement of program objectiveiii?
1
2
3
4
5
Very significant
Significant
Somewhat
No impact
Negative impact
9) Do you have any further comments or suggestions relating to XXX’s contribution to program objective?
………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………
………………………………………………
8 (Invest Australia)) How would you rate the relevance of Invest Australia’s programs and services?
1
2
3
4
5
Very significant
Significant
Somewhat
Not relevant
Negative impact
9(Invest Australia)) Do you have any further comments or suggestions relating to the relevance of Invest Australia’s programs
and services?
…………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………
…………………………………………………………………………
(QUESTIONS 1-9 ARE REPEATED FOR EACH PROGRAM OF WHICH THE RESPONDENT’S ORGANISATION IS A
CUSTOMER)
_____________________________________________________________________________
(QUESTIONS 10-12 ARE ONLY ASKED UNTIL z BUSINESS CUSTOMERS AND STAKEHOLDERS ARE SURVEYED ON Q11
– THIS WILL GIVE A PRECISION RATE OF +/- 5 PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL)
10) Have you used the Business Entry Point to find information from Government relevant to your business or to complete
Government applications or forms required by your business, such as licence applications or Australian Business Number
registration?
1
2
3
Yes (go to Q11)
No (questions completed)
Unaware of the BEP (explain the BEP (The BEP is the website through which you can apply for an ABN
number, apply for a licence or permit, and transact other business with Government. A key means of accessing
the BEP is through www.business.gov.au.). Then find out whether or not they have used it – follow leads from 1
and 2 above.)
11) How satisfied are you that Business Entry Point simplifies the process of dealing with Government?
1
2
3
4
5
Very satisfied ┐ Go to Q12 (a)
Satisfied
┘
Neither satisfied nor dissatisfied ┐
Dissatisfied
│Go to Q12(b)
Very dissatisfied
┘
12a) What are the benefits provided to your business through the use of the Business Entry Point?
……………………………………………………………………………………………………………
…………………………………………………………………………………………………………….
12b) Do you have any comments or suggestions that might improve the Business Entry Point as a means of businesses interacting
with Government?
………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………
FOR INVEST AUSTRALIA CUSTOMERS ONLY
13) There is sufficient promotion of the Commonwealth Department of Industry, Tourism and Resources (ITR) to ensure that it is
generally recognised as the portfolio with responsibility for Invest Australia.
1
2
3
4
5
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
SATISFACTION QUESTIONNAIRE FOR AGAL CUSTOMERS (NOT FEE-FORSERVICE)
1) Have you had dealings with the Australia Government Analytical Laboratories (AGAL) in regard to issues in chemical and
biological measurements in the past 12 months?
1
Yes
2
No
V Good Good Average Poor Very Poor
GENERAL LEVELS OF CONSULTATION
2)
How would you rate the degree of consultation
undertaken by AGAL to determine your views on
matters of interest to you relating to chemical and
biological measurement.
1
2
3
4
5
PROVISION OF INFORMATION ON CHEMICAL AND BIOLOGIAL MEASUREMENT FOR DEVELOPMENT
OF YOUR POLICIES AND PROCEDURES
In terms of requests for information and advice on chemical and biological measurement for the development of your
policies and procedures, how would you rate AGAL’s dealings with you in terms of:
3)
a) Responding to you in a timely manner to your
enquiries and requests for assistance.
1
2
3
4
5
b) Demonstrating understanding of the
particular issues relating to your requirements
1
2
3
4
5
c) Demonstrating willingness to take your
feedback into consideration.
1
2
3
4
5
d) Providing accuracy and relevance of information
and advice for the development of policies and
procedures.
1
2
3
4
5
e) Providing you with sufficient information
required for the development of your policies
and procedures.
1
2
3
4
5
STAFF ATTRIBUTES
In dealing with AGAL, how would you rate their staff in terms of:
4)
a) Their professionalism in their dealing with you.
1
2
3
4
5
b) Their knowledge and understanding of
matters relating to chemical and biological
measurement.
1
2
3
4
5
c) Their courtesy and helpfulness in dealing with
you
1
2
3
4
5
5) Overall, how satisfied are you in your dealings with AGAL in terms of your requests for information for the development of
your policies and procedures relating to chemical and biological measurement?
1
2
3
4
5
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
6) Any further comments you could provide which would improve the way AGAL deals with stakeholders requiring information
on biological and chemical measurement would be very useful. Do you have any suggestions?
………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………….
7) In your view, what has been AGAL’s impact towards the achievement of reliable, accurate chemical and biological
measurement for government and industry?
1
2
3
4
5
Very significant
Significant
Somewhat
No impact
Negative impact
8) Do you have any further comments or suggestions relating to AGAL’s contribution to chemical and biological measurement?
………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………
………………………………
9) There is sufficient promotion of the Commonwealth Department of Industry, Tourism and Resources (ITR) to ensure that it is
generally recognised as the portfolio with responsibility for AGAL.
1
2
3
4
5
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
BUSINESS ENTRY POINT
(QUESTIONS 10-12 ARE ONLY ASKED UNTIL z CUSTOMER AND STAKEHOLDERS ARE SURVEYED ON Q11 – THIS
WILL GIVE A PRECISION RATE OF +/- 5 PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL)
10) Have you used the Business Entry Point website to find information from Government relevant to your business or to
complete Government applications or forms required by your business, such as licence applications or Australian Business
Number registration?
1
2
3
Yes (go to Q11)
No (questions completed)
Unaware of the BEP (explain the BEP (The BEP is the website through which you can apply for an ABN
number, apply for a licence or permit, and transact other business with Government. A key means of accessing
the BEP is through www.business.gov.au.). Then find out whether or not they have used it – follow leads from 1
and 2 above.)
11) How satisfied are you that Business Entry Point simplifies the process of dealing with Government?
1
2
3
4
5
Very satisfied ┐ Go to Q12 (a)
Satisfied
┘
Neither satisfied nor dissatisfied ┐
Dissatisfied
│Go to Q12(b)
Very dissatisfied
┘
12a) What are the benefits provided to your business through the use of the Business Entry Point?
……………………………………………………………………………………………………………
…………………………………………………………………………………………………………….
12b) Do you have any comments or suggestions that might improve the Business Entry Point as a means of businesses interacting
with Government?
………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………
SATISFACTION QUESTIONNAIRE FOR AGAL CUSTOMERS (FEE-FOR-SERVICE)
1) Have you been a customer of Australian Government Analytical Laboratory (AGAL) in the past 12 months?
1
Yes
2
No
V Good Good Average Poor V Poor
GENERAL LEVELS OF CONSULTATION
2)
How would you rate the degree of consultation
undertaken by AGAL to determine your views on
matters of interest to you relating to chemical and
biological measurement.
1
2
3
4
5
SERVICE DELIVERY
In terms of delivering products and services relating to biological and chemical testing, how would you rate AGAL’s
dealings with you in terms of:
3)
a) Meeting agreed turn-around times
1
2
3
4
5
b) Presenting results presented in a clear,
understandable way
1
2
3
4
5
c) Demonstrating that they understand the
purpose of the testing that you require
1
2
3
4
5
d) Delivering value-for-money products and
services
1
2
3
4
5
e) Providing you with information on how to
give feedback, including making a complaint
1
2
3
4
5
ENQUIRIES IN GENERAL
In regard to the enquiries and request for assistance that you have made relating to biological and chemical testing, how
would you rate AGAL in terms of:
4)
a) Responding to you in a timely manner to your
enquiries and requests for assistance.
1
2
3
4
5
b) Providing you with accurate information
relevant to your enquiry
1
2
3
4
5
STAFF ATTRIBUTES
In dealing with AGAL, how would you rate their staff in terms of:
5)
a) Their professionalism in their dealing with you.
1
2
3
4
5
b) Relevant knowledge and understanding of
matters relating to chemical and biological
measurement.
1
2
3
4
5
c) Their courtesy and helpfulness in dealing with
you
1
2
3
4
5
6) Overall, how satisfied are you with the customer service provided by AGAL?
1
2
3
4
5
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
7) Any further comments you could provide which would improve AGAL’s customer service. Do you have any suggestions?
………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………
8) There is sufficient promotion of the Commonwealth Department of Industry, Tourism and Resources (ITR) to ensure that it is
generally recognised as the portfolio with responsibility for AGAL.
1
2
3
4
5
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
BUSINESS ENTRY POINT
(QUESTIONS 9-11 ARE ONLY ASKED UNTIL z CUSTOMER AND STAKEHOLDERS ARE SURVEYED ON Q10 – THIS
WILL GIVE A PRECISION RATE OF +/- 5 PERCENTAGE POINTS AT THE 95% CONFIDENCE LEVEL)
9) Have you used the Business Entry Point to find information from Government relevant to your business or to complete
Government applications or forms required by your business, such as licence applications or Australian Business Number
registration?
1
2
3
Yes (go to Q10)
No (questions completed)
Unaware of the BEP (explain the BEP (The BEP is the website through which you can apply for an ABN
number, apply for a licence or permit, and transact other business with Government. A key means of accessing
the BEP is through www.business.gov.au.). Then find out whether or not they have used it – follow leads from 1
and 2 above.)
10) How satisfied are you that Business Entry Point simplifies the process of dealing with Government?
1
2
3
4
5
Very satisfied ┐ Go to Q11(a)
Satisfied
┘
Neither satisfied nor dissatisfied ┐
Dissatisfied
│Go to Q11(b)
Very dissatisfied
┘
11a) What are the benefits provided to your business through the use of the Business Entry Point?
……………………………………………………………………………………………………………
…………………………………………………………………………………………………………….
11b) Do you have any comments or suggestions that might improve the Business Entry Point as a means of businesses interacting
with Government?
………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………..
i
Program Objective:
For Stakeholders or Customers of Outputs 1.1, 1.2 and 1.3,
“A stronger, sustainable and internationally competitive Australian industry sector”.
For Stakeholders or Customers of Outputs 2.1, and 2.2,
“A strengthened national system of innovation”
iii
ditto