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REVIEW OF OPERATIONSCustomers, Stakeholders and Community ReleationsStrategic Planning Framework contribution: Goal 1 - People and Communities, Goal 5 - Governance Customer FocusAs 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: Surveying our CustomersThroughout the year DLI has gathered information from our customers about current and proposed products and services through a market research program. DLI conducted several marketing and feedback surveys this year to determine customer awareness and satisfaction levels of DLI’s products and services. In August 2004 DLI conducted an extensive Customer Satisfaction Survey. The objectives of the survey were to measure and compare against the benchmark survey conducted in 2002 in the following areas:
In addition to the above, the survey also gathered information about::
The survey was conducted via a 15 minute telephone survey to 400 high frequency users of DLI services. The goal was to ensure a wide representation of customer types, and to contact those who access more than one service area of DLI including:
The overall findings of the survey indicated that customer satisfaction had improved in 22 of the 34 areas measured this year, in comparison with the results recorded in 2002. The graph below indicates satisfaction results across the four key customer Service themes.
Re-structure to Improve ServicesLast year DLI made a number of significant changes to its structure to create a more streamlined, efficient customer service and product delivery interface by creating a single point of contact for customers. During 2004/2005 changes were implemented to the Sales and Marketing section in order to provide strong leadership and a support team to drive forward both corporate, business and customer improvement initiatives - all integral to DLI's growth in business, ongoing ability to develop the skills of customer service staff and manage the changing environment. To further enhance our ability to meet customers' needs, an extensive training program was designed and implemented to develop a highly customer focused, multi skilled workforce. This is the first step in an ongoing plan to provide customers with a highly responsive and knowledgeable service capability at the first point of contact. Since December 2004 to June 2005, Sales and Marketing recorded a significant increase in the number of calls handled at first contact. Plans are currently in place to further streamline our Customer Contact Centres. Reduction of call abandonment rates has been a major focus of our contact centre improvement initiatives since February 2005. Beginning with the appointment of a new Contact Centre Coordinator in January, measures were introduced to achieve incremental improvements in the service provided to DLI customers.
As the above graph shows, abandoned calls were reduced from an unacceptably high rate of over 50% for our Tenure Information line to less than 25% of calls by May. Our Online Support line saw abandonment rates reduced from almost 35% to fewer than 15% in the same period. With the introduction of DLI's new Voice Over Internet Protocol telephone system from late April/early May 2005, these gains have continued. By the end of June 2005, abandonment rates on the major Sales and Marketing inbound lines were consistently reduced to below 5% - and it is anticipated that further improvements will occur over the coming months. This reflects our commitment to improve the level of service provided to DLI customers. Customer Service CouncilDLI 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:
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 continues to provide feedback on DLI products and services and to bring member issues forward for consultative changes. This year DLI provided the Council with regular updates on the ongoing transition processes for DLI becoming a statutory authority, progress on the mainframe decommittal project and information on the Shared Land Information Platform (SLIP) initiative. Several presentations were also provided to the Council. These included: Major items raised during the year included: There were four new members appointed to the Council: Recognition is paid to outgoing members of the Council: Customer Service Council - Attendance List
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