Customer Service Charter

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1 Customer Service Charter Single entry point to government

2 Service SA - the State Government's single entry point to government services and information What we do We provide all South Australians with easy access to a comprehensive range of State government services, products and information through our online, phone and face-to-face customer service network. How we will treat you We will greet you politely and identify ourselves to you We will treat you like a valued customer We will be responsive and helpful in meeting your needs We will follow through on commitments we make We provide you with a choice of access options Your privacy will be respected You will be treated fairly How you can help us to help you Treat our staff with courtesy and respect Provide us with accurate information and documents Have all relevant information on hand Be open and honest in your dealings with us Advise us when your personal details or address details change Be on time for appointments Provide us with feedback on our services Contact us if you are not satisfied with our services

3 Our Service Standards Service Indicator Our Target At our counters Queue waiting times Pointing customers in the right direction for Government Staff wear name and promotional badges 90% of customers (with simple transactions) served under 10 minutes 80% of customers (with complex transactions) served under 10 minutes Accurate information 100% time Relevant information 100% time 100% of the time At our call centres Speed of answer 90% of calls are answered in <5 minutes Abandoned calls Call abandonment rate is <15% Answered calls More than 85% of calls are answered Answering the phone Correct greeting 100% of the time response time 90% within 1 working day Fax response time 90% within 1 working day Our vision Service SA is valued as South Australia s single entry point for government services and information. Our mission Provide convenient access options for obtaining a wide range of government services, products and information. Deliver quality and responsive customer service throughout the Service SA face-to-face, call and online network and be recognised as a leader in service delivery. Streamline processes for integrated multi-channel service delivery for and on behalf of government. Anticipate and implement new capability to respond to emerging demands to better service our customers.

4 1100% customer satisfaction 00% customer satisfaction Service Indicator Our Target On our website Ease of navigation Links to other information Visual appeal of site Availability of Availability of Availability of Online shop enquiries website response times When responding to your requests Answering the office phone Responding to written communication Answering telephone messages Giving you information about other services and products when you make contact with us Responding to customer feedback 80% customers satisfied 80% customers satisfied 80% customers satisfied 99% of time 99% of time 99% of time Respond within 1 working day Respond within 1 working day Within 5 rings and correct greeting 100% of the time Within 5 working days and providing a contact name and telephone number on all correspondence Responding within 1 working day 80% time Within 5 working days of receipt Overall satisfaction targets Customer satisfaction >85% Staff satisfaction >85%

5 00% customer satisfaction 1100% customer satisfaction Our Promise to You We are a professional customer-focused government organisation. Our staff are committed to providing quality, friendly, and responsive service to you every time you do business with us. Our staff will be knowledgeable and competent, and strive to meet your expectations. Our aim is to make your experience as convenient and productive as possible.

6 We value your feedback as it helps us to understand what is important to you and where we need to improve. You can provide feedback to us by: Writing to us GPO Box 1707, Adelaide SA 5001 Completing a Have Your Say customer feedback form available from a Customer Service Centre (see White Pages for locations) Telephoning us Contacting us online via our web site If you are pleased with our service, let us know as it gives us the opportunity to recognise the efforts of our staff. If you are not satisfied, tell us and we will attend to the matter as quickly as we can. We recommend that you: Try to resolve the issue with the staff member you are dealing with If you are not satisfied, then talk to the staff member s manager If you are still not satisfied or if the above suggestions are not appropriate in the circumstances, write to the Executive Director, Service SA. We aim to increase your satisfaction with our service delivery by ten percent by 2010 in line with the SA Strategic Plan.

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