Planning and Land Use Services (PLUS) has released the information collected during a comprehensive customer survey of PlanSA and its ePlanning system.
In a report, PLUS said the survey was conducted by an external independent professional market research company with feedback obtained from over 1,500 users of the PlanSA system including council staff, planning and buildings professionals, and community members who had interacted with the electronic planning system in the past 12 months.
PLUS said the survey explored the overall level of customer satisfaction in PlanSA and its four elements: the PlanSA website; the Development Application Processing (DAP) system; the Online Planning and Design Code (Online Code); and the South Australian Property and Planning Atlas (SAPPA).
The Survey also explored customer satisfaction with PlanSA support services and looked at customer satisfaction with the current electronic state-wide planning system compared with the previous paper-based council-oriented planning system.
Overall, the findings of the PlanSA Customer survey were:
* 69% of PlanSA customers are ‘satisfied’ with the PlanSA system,
* Of the four electronic platforms that make up PlanSA, customers are ‘most satisfied’ with SAPPA (82%) followed by the DAP (74%), PlanSA website (73%) and the online Planning and Design Code (68%)
* 73% of customers reported that they were satisfied with the support they received from PlanSA; and
* 75% of customers believe the current planning system is an improvement on the previous planning system.
According of PLUS, PlanSA is now undertaking a detailed review of the feedback and to implement a series of improvements to address key issues raised and to further improve its customer experience and navigation of the PlanSA website.
PLUS said the first step towards this was the recent inclusion of the Community Toolkit on the PlanSA website landing page, which addresses the most commonly used parts of the system.
“Further improvements include expanding subscription service options, website re-design and improved search function, improvements to building notifications, and a new DAP homepage and dashboards,” the Planning and Land Use Services said.
Improvements will be detailed in a Survey Action Plan which will be published shortly on the PlanSA system enhancements webpage.
Further information and more survey results can be accessed at this PS News link or from the PlanSA portal.
