The modernisation of technology, processes and systems at the Department of Veterans Affairs (DVA) is leading to greater satisfaction among its clients, according to a survey conducted by the Department.
The 2018 Client Satisfaction Survey of more than 3,000 randomly selected DVA clients, including veterans, war widows and widowers, carers and dependents, found an overall satisfaction rating of 81 per cent for DVA services.
Minister for Veterans’ Affairs, Darren Chester said the survey results illustrated that DVA’s transformation program continued to show positive results for veterans and their families, but that there was still much to do.
“Satisfaction for DVA clients aged 45 years and under is up from 49 per cent in 2016 to 56 per cent in 2018, and dissatisfaction of this group has more than halved from 31 per cent to 15 per cent for the same period,” Mr Chester said.
“It also showed that for clients aged 45-to-64 years, satisfaction has improved from 69 per cent to 72 per cent from 2016 to 2018.”
He said change took time and there might be small disruptions to services for clients, however tracking the continuing satisfaction of DVA’s clients through the survey was one important way to gauge the outcomes and benefits of system improvements.
“Recently, DVA completed the Improved Processing System (IPS), which was a two-year $23.9 million project aimed at improving the claims processing services and putting the needs of veterans and their families first,” Mr Chester said.
“As a result, veterans have seen significant improvements in the median time taken to process Permanent Impairment claims.”
Results from the 2018 survey can be accessed at this PS News link.
