Question
(service levels)
(1) Does Access Canberra track customer service performance at (a) shopfronts, (b) on the telephone and (c) online.
(2) Are the results of customer service performance tracking reported publicly.
(3) What was the average wait time at each of the Access Canberra shopfronts in (a) December 2020 and (b) December 2019.
(4) How many total customer service interactions occurred at each of the Access Canberra shopfronts in (a) 2020 and (b) 2019.
(5) How many Access Canberra transactions occurred online in (a) 2020 and (b) 2019.
(6) How many Access Canberra transactions occurred over the telephone in (a) 2020 and (b) 2019.
(7) Has the ACT Government engaged any consultants regarding the outsourcing of Access Canberra functions.