On Thursday 22 May 2008 PSA Industrial staff met with the Director, Service SA to discuss the on-going operational changes implemented in Service SA.

CALL CENTRE:

Service SA confirmed the introduction of new (Telstra) software to assist staff manage the queue times for telephone inquiries. The software is designed to permit staff to attend phone calls in a timely manner and inform callers of the likely response times with an automatic call back facility.

24 FTE staff have been recruited into the Call Centre raising the current FTE count to 60. Service SA confirmed it is not intended for Call Centre staff to be rostered for weekend duty.

CUSTOMER SERVICE CENTRES:

The total staff FTE count for the Customer Service Centre branch offices has increased to 250. The additional staff were recruited to ensure Customer Service Centre staff were able to provide a greater range of services to clients while meeting Key Performance Indicator (KPI) targets. The PSA understands the KPI targets for Customer Service Centre branch offices are:

• 90% “simple” transactions completed in less than 10 minutes per transition,

• 80% “complex” transactions completed in less than 10 minutes per transition.

Service SA management confirmed that consequential to installing the queue management kiosks in the Customer Service Centre branch offices, that Service SA management will be able to collate statistical data on customer movements and thereby better manage staffing levels in CSC branch offices to meet times of high customer demand.

Members should also be aware that Service SA management collate additional data which enables management to monitor individual staff transaction turnover rates relative to staff averages.

The PSA welcomes feedback from members. Please talk to your local PSA Work Site Representative or alternatively contact PSA Industrial Officer Alan Wheeldon by email : avw@cpsu.asn.au or phone 82053204

PSA SUPPORTING SERVICE SA MEMBERS