REVIEW OF OPERATIONS

Customers, Stakeholders and Community Releations

Strategic Planning Framework contribution: Goal 1 - People and Communities, Goal 5 - Governance

• Customer Focus
• Surveying our Customers
• Re-structure to Improve Services
• Customer Service Council
• Quality Assurance and the Customer Feedback Process
• Customer Feedback
• Customer Seminars
• Customer Forums, Exhibitions
• Stakeholder Communication Networks
• Customer Interface Project
• Products and Services Available to Customers
• Online Services
• Working Across Government
• Property Market Information (How much is it worth?)
• Imagery (providing the big picture)
• Mapping Products
• Meeting the Needs of All Our Customers
• DLI's Outcome/Output Framework

Customer Focus

As a customer-focused organisation, the provision of quality customer service is integral to achieving DLI's strategic vision for the future. DLI's Customer Service Charter and Code of Business Conduct outline guidelines for customer services and ethical behaviour.

Our commitment to our customers is that we will:

• Continuously improve the quality of our products and services to meet our customers needs;
• Ask our customers for ways to improve our products and services and act on their suggestions whenever possible;
• Develop and use the most appropriate technology to improve efficiency and to keep down the costs to our customers; and
• Communicate back to our customers the feedback we obtain from our customer surveys.

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Surveying our Customers

Throughout the year DLI has gathered information from our customers about current and proposed products and services through a program of market research. Several marketing and feedback surveys were carried out this year to determine customer awareness and satisfaction levels of DLI's products and services.

Research was carried out on the following DLI Mapping products: StreetSmart brand products including Street Directories and Touring Maps; Satellite Imagery; Aerial Photography; Topographic Data; and Hardcopy Cadastral Maps. As a result of the feedback, product lines were amended, including improvements to existing hardcopy mapping products generated from the SmartPlan system.

In addition, two specific customer satisfaction exercises were conducted for counter services provided at DLI's Midland and Mount Street offices (see graph). The results of these two studies were highly encouraging with an average customer satisfaction rating of 9.47 out of a maximum of 10 being recorded.

As a result of these surveys, customers also became aware of the range of products and services now provided in digital formats and via DLI's Landonline and Landgate web sites. Ongoing feedback suggested that some customers have changed their purchasing habits from hardcopy prints to electronic formats.

DLI has also responded to negative customer feedback regarding its telephone contact capability by commencing the process to acquire an updated communications system. The process is currently in its final stages and the new equipment is expected to be installed in late 2004.

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Re-structure to Improve Services

DLI has made a number of significant changes to its structure to create a more streamlined, efficient customer service and product delivery interface.

The majority of DLI's customers can now liaise through one division at DLI to obtain assistance and information on the range of products and services. A Customer Contact Centre has been established within the Sales Operations section of Sales and Marketing Branch providing this single point of contact.

The Contact Centre brings together two previously independent product groups (tenure searching and mapping products) into a single multi-skilled group. This is the first step in an ongoing plan to provide customers with a highly responsive and knowledgable service at the first point of contact. Customers requiring more detailed or technical advice from DLI will continue to deal with those specialist areas that have the advanced expertise required.

Sales and Marketing is also conducting an extensive training program to develop a highly customer focused, multi skilled workforce in order to better meet the needs of our customers.

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Customer Service Council

DLI strives to improve its products and services through staff training, innovation, technological developments and consultation with customers. Reflecting its commitment to excellence in customer service, DLI has since 1995 convened a Customer Service Council. The Council meets quarterly and provides important input on a range of issues that affect customers and stakeholders.

The objective of the Council is to provide DLI's customer representatives with a forum for influencing DLI's strategic direction, raising customer concerns, providing feedback on DLI's activities, and to enhance the provision of a quality service that is subject to continuous improvement.

The present committee members are:

Name	Representing
Grahame Searle	DLI
Andrew Burke	DLI
Gary Fenner	DLI
Chris Costley	DLI
Ian Hyde	DLI
Dave Glasson- Returning Member	DLI
Ric Murphy	DLI
Kareena Ballard	Real Estate Industry
Dr Henry Esbenshade	Landcare/Pastoralists/Farming
John Sheridan	Australian Property Institute
Mara Karabanovs	Conveyancing Industry
Lionel Johnston - new Member	Australian Institute of Conveyancing
Anne Arnold	Mining and Exploration
Colin Heath	Land Advisory Committee
David Clark	Legal Industry
Garry Spencer - new member	Australian Spatial Information Business Association (ASIBA)

Recognition is paid to Bill Richards for his contribution during the past year.

Customer Service Council - Attendance List

Name	Representing	No. of meetings attended out of possible
Kareena Ballard	Real Estate Industry	3/4
Dr Henry Esbenshade	Landcare/Pastoralists/Farming	4/4
Brian Newman (proxy for Colin Heath)	Land Advisory Committee	1/4
John Sheridan	Australian Property Institute	2/4
Bill Richards	Surveying Industry	2/4
Lawrence Short	WALGA	4/4
Mara Karabanovs	Conveyancing Industry	1/4
Anne Arnold	Mining and Exploration	0/4
Colin Heath	Land Advisory Committee	3/4
Lionel Johnston	AIC	2/4
Renate Brown - (proxy for Kareena Ballard)	Real Estate Industry	1/4
David Clark Legal	Industry	1/4
Garry Spencer	ASIBA	1/4
Andrew Burke	DLI	3/4
Gary Fenner	DLI	3/4
Diana Salvaris	DLI	1/4
Chris Costley	DLI	3/4
Ric Murphy	DLI	4/4
Ian Hyde	DLI	2/4
Grahame Searle	DLI	1/4
Dave Glasson	DLI	3/4
Max Van Weert	DLI	1/4
Kelsie Curran	DLI	1/4
Richard Gell (proxy for Andrew Burke)	DLI	1/4

During the past year the Council has helped fine tune a number of DLI business practices and commented on a range of service delivery projects. The Council continued to provide feedback on DLI products and services and to bring member issues forward for consultative changes. Council was provided with regular updates on the transition process for DLI becoming a statutory authority.

Several presentations were also provided to the Council. These included:

• The range of products and services provided by Valuation Services;
• Shared Land Information Platform (or SLIP) - a shared services model to support better access and use of land information across government. SLIP is about standardising access to land information and improving its usability; and
• Results of the Customer Satisfaction Survey held at Midland and Mount Street.

Major items raised during the year included:

• Review of Customer Service Charter - comments of this review included:
• Increase in delays for new title productions and dealings - this was addressed by the endorsement of regular overtime and an increase in examination staff;
• Review and endorsement by the Council of the Issuing Box Agreement between DLI and the user;
• Ongoing increase in business activity across most areas of industry - the land development , survey and conveyancing industries all experienced an increase in business activity over the last 12 months; and
• Issues faced by our customers regarding the stability and response times of DLI's online systems - this was addressed by increasing the cables from 2mb to 10mb to manage responsiveness. An investigation into and progression of the implementation of industrial strength Landgate operations was conducted to better manage these issues.

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