The Minister for Business and Regulatory Services has reported that Access Canberra’s new telephone ‘call back’ service had attracted more than 3,000 users up to the end of last month.
Launched as a trial in March, the service offers callers to Access Canberra the opportunity of receiving a call back on the same day rather than waiting on line.
The Minister, Gordon Ramsay said the new service would now be expanded.
“The call back service is just another way Access Canberra is making it simpler and easier for the community to transact with Government,” Mr Ramsay said.
“It is in addition to the 8,300 calls the team answers each week to help our community get the information it needs.”
He said five additional staff had been recruited to implement call backs and reduce wait times.
“The introduction of the call back service and the additional staff in the Access Canberra Contact Centre have already had an impressive service response with the current average wait time for callers being under three minutes — and 40 seconds for priority lines, such as reporting work safety incidents, dog attacks or injured wildlife,” Mr Ramsay said.
He said that in addition, the team did more than 250 web chats each week “which is a great way for community members to get information they need quickly, while saving themselves a phone call”.
Access Canberra can be can be contacted on 13 22 81.
