Austrade Annual Client Service Improvement Study, Financial Year 2003/2004 -->
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.
The Australian Trade Commission (Austrade) is the Federal Government agency that helps Australian companies win overseas business for their products and services by reducing the time, cost and risk involved in selecting, entering and developing international markets.
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Austrade’s services are grouped as follows:
- initial information and advice;
- detailed services;
- new Exporter Development Program.
The New Exporter Development Program (NEDP) is designed to meet the needs of potential exporters to help them become successful new exporters. All Austrade services are available to clients on the Program i.e. all the services under the categories initial information and advice and detailed services. The program differs from the normal service offering because Austrade offers a selection of services for free to NEDP clients and these would otherwise have been paid for. Export coaching is also a key feature of the NEDP.
Two types of clients will be included in the survey those that are on the NEDP and those that are not. The same questionnaire will be used as the services being delivered are the same but as noted above NEDP clients receive some services for free and also receive a higher level of coaching.
The purpose of the survey is to assess how satisfied clients are with services delivered. One of Austrade’s key performance measures is client satisfaction hence the survey allows us to report against this measure.
This survey is principally to identify which parts of Austrade service delivery can be enhanced. 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. Post level refers to Austrade’s overseas offices.
How will the survey outputs meet the needs specified in B1? What are the target RSEs for the survey? (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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Commencement of fieldwork
Completion of fieldwork