REVIEW OF OPERATIONS

Customers, Stakeholders and Community Relations

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

Meeting the Needs of All Our Customers

DLI has a Disability Service Plan and a Languages Services Policy that promote inclusion of all its customers when considering improvements to services and products. Diversity outcomes for customers maintained or achieved this year are summarised below.

Community Focus

DLI prides itself on its relationship with the community and during the past year the agency conducted the following programs:

International Women's Day

DLI celebrated its seventh International Women's Day breakfast in March 2004. Partly sponsored by StateWest Credit Society, the breakfast presented the opportunity for DLI staff and Midland business people to socialise in an informal environment. Jaye Radisich MLA, Member for Swan Hills, appeared as the guest speaker.

Charity Support

DLI continued to avidly support the Summer Heroes Blood Rush campaign, run by the Red Cross. The agency reached sixth place in the campaign, with a total of 59 donations. A trophy was presented to DLI paying tribute to providing the most blood donations at the Midland Red Cross branch.

Sales and Marketing Branch has participated in 'Casual Dress Fridays' each week, where a gold coin donation is given to various charities such as the Midland Cancer Foundation, Christmas and Winter Appeals and Appealathon. Altogether, over $1,700 was raised.

Kimberley Trek

DLI provided support and sponsorship to a group of Spatial Sciences students from Curtin University who recreated an epic Kimberley trek that occurred 50 years ago. John Morgan, who led the original expedition in 1954 as an employee of DLI's predecessor the Department of Lands and Surveys, succeeded in mapping and surveying a part of the Kimberley to evaluate it for the potential pastoral development. The group of Curtin students undertook the adventure to give them an insight and appreciation of the history of surveying and field work.

Disability Service Plan

Outcome 1: Services are adapted to ensure they meet the needs of people with disabilities.

• Staff are encouraged to report any specific services and products that need to be adapted for people with disabilities. There were no reports for improvements this year.
• The Customer Feedback Database is monitored for suggestions on improving service delivery and products for people with disabilities. There were no suggestions recorded for improving services or products during 2003/2004.
• Occupational Safety and Health Committee (OS and H) representatives now audit each physical area of DLI at least three times annually. Staff have an opportunity to raise any access issues with the representatives or they can be pro-actively identified (by the representative) when doing audits. Any issue identified that cannot be remedied locally is referred to the OS and H Committee to address.
• The contents of our web pages and online services have been assessed against W3C Web Content Accessibility Guidelines and changed to meet those guidelines.

Outcome 2: Access to buildings and facilities is improved.

• A courtesy wheelchair is available to customers on request at the Information Desk in the Customer Service Hall at Midland.
• Emergency evacuation procedures were put in place for people with disabilities, in the event of lifts not working.
• Emergency Warning Intercommunication System strobe lights are installed in accessible toilets to alert people with hearing impairment of an emergency evacuation.

Outcome 3: Information and services provided in formats that meet communication needs of people with disabilities

• 2004 StreetSmart Street Directory depicts traffic lights that have some form of audible (clicking sound) or tactile (dimpled slab surface) pedestrian facility with a thick green circle. (It should be noted that these guides may not include all directions of crossings at the indicated set of traffic lights.)
• Better hearing kits providing advice to staff on assisting customers with hearing impairment are located at public counters.
• Customers are made aware that information can be made available in alternative formats upon request where practical.
• DLI translator database on Lotus Notes also includes those that can communicate using Auslan (for hearing impaired).

Outcome 4: Advice and services are delivered by staff who are aware of and understand the needs of people with disabilities

• DLI staff who are Auslan interpreters are now included on the DLI Telephone Directory.
• Induction Program - The new formal Induction Program has been upgraded to include reporting on Disability Services issues.
• Carriage and responsibility of the Disability Services Plan has now been officially allocated to the Diversity Management Committee.

Outcome 5: Opportunities are provided for people with disabilities to participate in public consultation, grievance mechanisms and decision-making processes

• Complaint and Customer Feedback mechanisms are available in appropriate formats for people with disabilities.
• Contact name, phone and fax number, web site address and telephone typewriter (TTY) number are included on all printed pamphlets and publications (including letterhead).
• DLI translator database on Lotus Notes also includes those that can communicate using Auslan (for hearing impaired).

Languages Services Policy

Outcome: Language is not a barrier to service for customers with limited English fluency or hearing impairments

• Better Hearing Kits are available in customer service areas in metropolitan and regional offices.
• A Language Skills Register is maintained that lists staff who can speak, read or write in languages other than English, to assist customers in the first instance. Forty-four staff are available to assist in over 20 languages. This assistance does not replace access to the Commonwealth Translating and Interpreting Service.

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DLI's Outcome/Output Framework

MISSION

To contribute to the sustainable growth and prosperity of Western Australia through innovative land services, a world class land and property information infrastructure, and an impartial valuation service.

OUTCOMES	Land Information The States’s adninistrative, commercial and sociall systems are supported by a land information base and certainty of ownership and other interests in land.	Valuation Services Independent valuations support government’s collection of rates and taxes, and management of property assets.	Access to Government Geographic Information Coordinated access to WA Land Information Systems, (WALIS) community members’ geographic information supports the management and development of the State
OUTPUTS	Information about land and land ownership is collected, recorded and made available for use by government, business and the community.	An impartial valuation and property information service.	Land or geographic information from WALIS community (WCM is managed) in a coordinated way so that data held by WCM can be integrated and readily asccessed to meet government, business and community needs.

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