Austrade Annual Client Service Improvement Study, Financial Year 2001/2002 -->
B. User Requirements, Survey Objectives, and Budget
B1 Purpose of survey
Why do you need to conduct a survey? (B1)
Note. Refers to the underlying information requirements that the survey is intended to address. For example, what problems the agency is trying to solve? What decisions need to be made? What specific policies or actions are being determined or assessed? Should detail who requires the information. Survey objectives should be included in "B2" below.
To monitor and improve its effectiveness and efficiency, Austrade has developed a Key Performance Measurement System, including six Key Performance Indicators. One of these indicators is Client Satisfaction.
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This survey is principally to identify which part of the service delivery client satisfaction can be enhanced. It is intended to implement measures to improve areas where possible. Feedback from clients will highlight the key and common areas where Austrade can action change or improvement.
The survey will assess client satisfaction at the ‘post’ level.
How will the survey outputs meet the needs specified in B1? (B2)
Note. Should include a brief overview of the main topics the survey will cover. If applicable, provides details of any constraints including: fixed costs, fixed sample size, fixed accuracy (eg target RSEs, Confidence Intervals), etc.
The survey has been designed to obtain information that can be used to improve future performance: it aligns client feedback with the service standards set in Austrade's Client Service Charter and various services that are provided by Austrade in order to identify areas for improvement.
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Key survey outputs are as follows:
- overall satisfaction with Austrade;
- satisfaction with services delivered by one selected Post;
- detailed ratings of performance of selected Post;
- problems experienced during the year, and whether these have been resolved, (unresolved problems reported to Austrade for further action if client requires);
- whether would use Austrade in future - if not, why not.
The survey has been designed to produce estimates at the corporate level with the following confidence interval: 90% confident that an estimate of 80% is within +/- 1.5% range.
What is the timetable for the survey? (B3)
Note. Should include: testing, the date questionnaires are printed or finalised, the date data collection commences, the date data collection finishes, and when results will be available. SCH approval for the survey is to be obtained before data collection commences.
The timetable is as follows:
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Development of questionnaire in liaison with appointed agency (Wallis Consulting Group)
8-12 April 2002
Conduct of pilot
29 April - 3 May 2002
Commencement of fieldwork
15 May 2002
Completion of fieldwork
28 June 2002
19 July 2002