House of Representatives Annual Report 2004

Annual Report 2004–05

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Appendices

11 Members’ survey 2005

A members’ survey was initiated by the Department of the House of Representatives in June 2005 to identify levels of satisfaction with services provided by the department. The survey was identical to last year’s survey. This information is required for internal and external reporting purposes and as a benchmark for service provision.

Thirty members were randomly selected for survey and interview by an independent consultant. Members were assured of confidentiality in the survey. A total of 19 surveys (63 per cent) were completed and 16 members were available for interview.

All participants in the survey were asked if 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 responses to the other questions asked in the survey and during interviews are described below. The result is an overwhelming endorsement that the department is providing quality service, with a 98 per cent satisfaction rate overall. The satisfaction rate last year was 97 per cent.

Members’ satisfaction levels with departmental services
Service area	Extremely satisfied	Highly satisfied	Satisfied	Not satisfied
Advice and services received from the Clerk at the Table in the Chamber and Main Committee	10 (6)	6 (8)	2 (1)	– (–)
Advice and services received from other staff in relation to Chamber and Main Committee duties	12 (6)	3 (7)	4 (1)	– (–)
Quality and availability of procedural and statistical publications and support in obtaining such information	4 (3)	13 (7)	2 (5)	– (–)
Procedural advice, research, analytical drafting and administrative support services in relation to committee inquiries and publication of the final report	5 (7)	5 (3)	6 (5)	1 (–)
Rating of the House of Representatives magazine About the House	3 (4)	6 (7)	8 (2)	– (–)
Advice and support received in relation to overseas parliamentary delegation visits	5 (5)	5 (3)	– (3)	– (–)
Services in relation to pay entitlements supplied by the department	5 (3)	7 (7)	7 (6)	– (–)
Services provided by the Serjeant-at-Arms’ Office	6 (6)	10 (5)	2 (4)	1 (–)
In–house printing services	1 (3)	9 (6)	5 (5)	2 (–)
Information on Member’s home page on the Parliament House internet site	3 (2)	4 (4)	9 (4)	– (2)

Note: Not every member who completed the survey had used the full range of services.
Figures in brackets are from the 2004 survey.

The participants in the survey were also asked a question about their satisfaction level with the legislative drafting support they receive. Seven of the members responding stated they were satisfied with the service, compared with eight last year. The remainder stated they had not used the service.

In relation to suggestions for change, there were some comments on the need for better access to newspapers, more efficient technology, child-care facilities during sitting periods, an additional television for staff, greater choice of communication for committee hearings, better access to transport and a compact list of members. There were no substantial suggestions for discontinuing any services.

The department has identified some service provision issues for further investigation and they will be addressed in the forthcoming year.

You are currently viewing: Annual report Appendices Appendix 11
Appendix 10 | Contents | Appendix 12