Presented by:

Kevin Kelly, Manager Customer Service Operations

About Service SA

Service SA comprises– 316.27 FTEs in frontline and support roles– 20 Customer Service Centres & 14 virtual contact centres co-located

in CSCs– 65 seat contact centre for government services– 9 rural agents delivering a bespoke service suite in regional

communities– Service agents in the APY Lands in remote Indigenous communities– Government’s single entry point www.sa.gov.au

Manages services and systems that collect $1.6 billion p.a. up from $200 million in 2006

Annual activity includes 8.8 million transactions, 5.6 over the counter transactions, 1.3 million calls/ faxes/ emails and 4.2 million web page views

Changes since last year

Service SA merged with another division Lands, Registration and Service SA Division

– Service delivery and registration / licensing policy in one division– Director to become one of three Deputy Registrars

Registration reform program well underway– Elimination of labels – Geoff Wooldridge– Abolition of 6 and 9 month renewals

Opening of Marion Customer Service Centre Service Quality Framework implemented & reward/recognition

embedded Responded to outcomes of Mystery Shopping exercise

What our customers are saying 300 exit interviews, Still to come - 600 hys & focus groups 97% wanted “first contact resolution” and & multi-skilled staff 91% were aware of Ezyreg however, Out of 127 customers that thought their transactions could not be done

online, approximately 50% were mistaken 7 out of 8 were aware of other channels in SSA 85% customer said the CRO “assisted” their service, 86% CRO provided

“guidance” **Note approx 12% customers served here** 75% expected to wait >10min, 68% waited less than expected Contact with SSA CSC’s to complete a transaction/enquiry

– 84% once– 13% twice– 3% three times

Note-Metro area alone serves approx 25,000 customers per week

What our customers are saying - continuedService experience – perception scores of >7 93% were treated fairly 92% Info relevant 96% staff knowledgeable 97% staff helpful in getting what I needed 81% accessibility or products & service 81% waiting time was acceptable 94% got what they needed 92% happy with overall quality of service Contact centre Feb 11 overall Satisfaction 89% 600 HYS to be finalised Internal customer satisfaction to be commenced

Strategic initiatives 2011/12

Strategic initiatives Progress

Service Quality recognitionVCC / VCOG – rotation, regional employmentWorkforce planning – Right people Right place, etcTraining and DevelopmentLeaders of tomorrowStaff engaged in the business direction

26 nominations for SQF Recognition activities Nomination for national Government Contract Centre awards 19.4 staff now in VCC Centres – opportunities for job rotation SRP model increasing responsiveness to resource demand 15 staff on Leadership programs Coaching model and induction training in place PLA process in place, local SQF involvement Regular staff newsletters

Quality auditsBalanced ScorecardBIT & InnovationsChannel migration and partnersService technologiesRefurbished 2 Centres

Audits leading to improved quality New CSC report format to be released July GMT rostering being rolled out for June 354 Dealer Delegates and Partners now in place Video and desktop conferencing to be implemented in July Marion CSC completed – Tranmere under construction A range of new AV and Office equipment purchased for CSCs

June

Service quality frameworkPositive customer experienceCustomer satisfaction researchCustomer receptionChoice of channel to do business

50 staff undertook Channel shift skills training 300 face to face customer surveys plus an additional 600 Have

your Say surveys conducted in May. Customer reception role gets the tick from customers Reception stations - plans underway

Performance metrics - June 11

Quality of service 92%

CRO provided guidance

85%

CSC Average wait time S 10m48sC 15m

CCC Average wait time 3m28s

CSC served <10 min S 65%C 50%

CCC served <5 min 74.6%

R&L Financial Transactions

0.04%

On-line Transactions 20.28%

Mission : Deliver quality and responsive customer service throughout the Service SA face to face, call and on-line network and be recognised as a leader in service delivery

Under development

Aggressive customer policy SMS option for customer waiting

(Trial – Metro CSC) Complete VCC/VCOG roll out COG process improvement Customer reception training - Aug

11/07/2011

SERVICE SA

Service Quality Framework

Implementation of Service Quality Strategy – One Workforce

CSC/Virtual CC integration and job rotation Decentralised leadership of VCC Skills passport for effective SRP deployment Staff movements to balance leadership & skills throughout the network

– Improving Enhanced Q-breaking capacity Lean thinking applied to COG process improvement New customer reception units for improved customer experience New intranet site for effective communications with blogging capability Balanced scorecard implementation Targeted Leadership development and staff “Pep” programs

– Customer satisfaction Effective communication of channel options (active waiting and POS) Roll out of estimated wait times via queuing system Customer experience surveys

Key Initiatives for 2011-12

Key Initiatives for 2011-12

Counter consolidation – Project with Office for Consumer & Business Affairs – Details of deal

Walk in No capital Use Service SA systems and management structure

– Differs from previous drop services into Service SA model Intention is to leverage expertise Assist OCBA to identify and transition high cost services to lower cost

channels

– Challenges Tranmere – CSC & VCC commissioning