House of Representatives Annual Report 2002: Appendices: 13

Annual Report 2002–03

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Appendices

13 Members' survey 2003

A survey was initiated by the Department of the House of Representatives in June 2003 to identify members' levels of satisfaction with services provided by the department. The information was required for internal and external reporting purposes and as a benchmark for service provision.

Thirty members were randomly selected, to complete the survey and undertake an interview process conducted by an independent consultant. Members were assured of confidentiality. A total of 22 surveys (over 70 per cent) were completed and 16 members participated in interviews.

All participants in the survey were asked whether they were satisfied overall with the services they received from the department. Members were unanimously satisfied with the department's support in helping them fulfil their parliamentary duties, and complimented the professionalism and courtesy of staff.

The participants were also asked about their satisfaction with the legislative drafting support they received. Ten of the members responding stated they were satisfied with the service. The remainder stated they had not used the service.

The responses to other questions asked in the survey and during interviews are summarised in the table below. The result was an overwhelming endorsement of the quality of the department's service, with a 97 per cent satisfaction rate expressed overall.

In relation to suggestions for change, there were some comments that the department's intranet needed to provide more intuitive tools for finding forms, booking rooms, and checking general administrative information. Other suggestions were more specific to individuals and do not apply to all members. There were no suggestions that any of the current services provided to members be discontinued.

Using the survey feedback, the department identified some service provision issues for further investigation; they will be addressed early in the new financial year.

Table 25 Members' satisfaction with departmental services
Service area	Extremely satisfied	Highly satisfied	Satisfied	Not satisfied
Advice and services received from the Clerks-at-the-Table in the Chamber and Main Committee	13	8	1	–
Advice and services received from other staff in relation to Chamber and Main Committee duties	9	12	1	–
Quality and availability of procedural and statistical publications and support in obtaining such information	7	11	2	–
Procedural advice, research, analytical drafting and administrative support services in relation to committee inquiries and publication of the final report	5	6	6	3
Advice and support received in relation to overseas parliamentary delegation visits	5	10	2	–
Services in relation to pay entitlements supplied by the department	7	8	7	–
Services provided by the Serjeant-at-Arms' Office	7	13	1	–
Security services provided at Parliament House	3	7	9	1
In-house printing services provided at Parliament House	7	7	5	1
Information on member's home page on the Parliament House internet site	1	–	14	1

Note: Not every member who completed the survey had used the full range of services.

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