Presented by: Kevin Kelly, Manager Customer Service Operations, at the Serve You Right Conference, Melbourne, September 15-16, 2011. Mission : Deliver quality and responsive customer service throughout the Service SA face to face, call and on-line network and be recognised as a leader in service delivery.

1. Presented by: Kevin Kelly, Manager Customer Service Operations

2. About Service SA Service SA comprises 316.27 FTEs in frontline and support roles 20 Customer Service Centres & 14 virtual contact centres co-located in CSCs 65 seat contact centre for government services 9 rural agents delivering a bespoke service suite in regional communities Service agents in the APY Lands in remote Indigenous communities Government’s single entry point www.sa.gov.au Manages services and systems that collect $1.6 billion p.a. up from $200 million in 2006 Annual activity includes 8.8 million transactions, 5.6 over the counter transactions, 1.3 million calls/ faxes/ emails and 4.2 million web page views

3. Changes since last year Service SA merged with another division Lands, Registration and Service SA Division Service delivery and registration / licensing policy in one division Director to become one of three Deputy Registrars Registration reform program well underway Elimination of labels – Geoff Wooldridge Abolition of 6 and 9 month renewals Opening of Marion Customer Service Centre Service Quality Framework implemented & reward/recognition embedded Responded to outcomes of Mystery Shopping exercise

6. What our customers are saying  300 exit interviews, Still to come - 600 hys & focus groups 97% wanted “first contact resolution” and & multi-skilled staff 91% were aware of Ezyreg however, Out of 127 customers that thought their transactions could not be done online, approximately 50% were mistaken 7 out of 8 were aware of other channels in SSA 85% customer said the CRO “assisted” their service, 86% CRO provided “guidance” **Note approx 12% customers served here** 75% expected to wait >10min, 68% waited less than expected Contact with SSA CSC’s to complete a transaction/enquiry 84% once 13% twice 3% three times Note-Metro area alone serves approx 25,000 customers per week

7. What our customers are saying - continued Service experience – perception scores of >7 93% were treated fairly 92% Info relevant 96% staff knowledgeable 97% staff helpful in getting what I needed 81% accessibility or products & service 81% waiting time was acceptable 94% got what they needed 92% happy with overall quality of service  Contact centre Feb 11 overall Satisfaction 89% 600 HYS to be finalised Internal customer satisfaction to be commenced

8. Strategic initiatives 2011/12 SERVICE SA Mission : Deliver quality and responsive customer service throughout the Service SA face to face, call and on-line network and be recognised as a leader in service delivery 11/07/2011

9. Service Quality Framework

10. Key Initiatives for 2011-12 Implementation of Service Quality Strategy One Workforce CSC/Virtual CC integration and job rotation Decentralised leadership of VCC Skills passport for effective SRP deployment Staff movements to balance leadership & skills throughout the network Improving Enhanced Q-breaking capacity Lean thinking applied to COG process improvement New customer reception units for improved customer experience New intranet site for effective communications with blogging capability Balanced scorecard implementation Targeted Leadership development and staff “Pep” programs Customer satisfaction Effective communication of channel options (active waiting and POS) Roll out of estimated wait times via queuing system Customer experience surveys

12. Key Initiatives for 2011-12 Counter consolidation Project with Office for Consumer & Business Affairs Details of deal Walk in No capital Use Service SA systems and management structure Differs from previous drop services into Service SA model Intention is to leverage expertise Assist OCBA to identify and transition high cost services to lower cost channels Challenges Tranmere – CSC & VCC commissioning