Recent remarks about the training and quality of work provided by the department’s Service Delivery Partners are unfounded.
Operators from our suppliers manage calls in exactly the same way as our own staff.
They receive the same technical training as Australian Public Service staff.
We also actively monitor and assess the service quality of these operators using the same performance indicators we use to assess our own performance.
The call transfer rates for these operators are comparable to the Department’s own transfer rates.
The fact is, the range of measures we’re implementing to improve our call performance, including the use of service delivery partners, are having a very positive impact on reducing wait times and busy signals and improving call satisfaction.