Drive for improved Government services

30/6/94

Premier Richard Court has today announced plans of a major thrust to improve customer service for the users of Government services in Western Australia.

Mr Court said a Statewide campaign, entitled 'Customer Focus', had been developed to encourage public sector workers and agencies to provide a consistent, quality service.

"As a Government, we have already embarked on an extensive program of public sector reform," he said.

"However, while it is important to concentrate on economic efficiency, we must not forget the need to improve service to our customers.

"The significance of customer service for Government cannot be overstated when you consider the level of contact agencies have with the public - for example, Homeswest provides services to about 300,000 people; SECWA has almost 700,000 residential and business customers; and there are currently 250,000 students enrolled in Government schools.

"It is therefore imperative that agencies pay attention to meeting their customers needs."

The Premier said the Customer Focus campaign would require all Government agencies to prepare Customer Service Charters.

Agencies would be required to complete and publish their charters by January 30 next year.

"These charters will be based on the principles of good service - set standards, information and openness, choice and consultation, courtesy and helpfulness, putting things might and giving value for money," Mr Court said.

The Premier said the charters would place a strong emphasis on doing things for customers, rather than doing things to them.

This would include:

·       setting and monitoring service standards;

·       regular consultation with customers to establish their views and priorities;

·       well-publicised and easy-to-use complaints procedures; and -

·       the consideration of introducing varying opening hours, the wearing of name badges by staff dealing with the public, responding promptly to telephone calls and the setting of  maximum times that customers should have to wait for a service.

An annual Premier's Award would be presented to agencies whose achievements were judged to be the most significant in the area of customer service.

Mr Court said the charters would prove beneficial not only to customers, but to public service staff and the Government as a whole.

"Not only will customers' requirements be met, greater positive feedback from the public will increase job satisfaction and morale for staff, and in economic terms, quality is essential for improved performance and competitiveness," he said.