Local Govt | National News Video | Parliament Headlines | Politics Headlines | Search


Resource consent processing feedback pleasing


November 30, 2012

Resource consent processing feedback pleasing

The Otago Regional Council (ORC) is pleased to have received consistent performance ratings over the past three years from customers applying for resource consents.

The council has just published the results of its annual consent customer satisfaction survey, which was posted to all applicants who had received a consent decision in the year to June 2012 (182 in total).

The survey responses help ORC improve its consent processing practices by gaining insight into customer satisfaction trends, and assessing how these processes compare with past performance.

The survey consists of structured questions and space is provided for additional feedback. Applicants were given the option of identifying themselves so that responses could be reviewed against council records and practices, and so staff could contact them if necessary.

Analysis of the 2009-10, 2010-11, and 2011-12 results found there was a comparable level of customer satisfaction during the three years under review.

The survey’s return rate was 28 percent – the same as 2010-11, and up on the 2009-10 return rate of 23 percent. Statistical research indicates an average return rate of 15-17 percent is usual for postal surveys.

Eighty percent of consent applicants who returned the survey found the overall quality of ORC service was excellent, very good, or good. Eighty-five percent were satisfied with the time taken to process their application and 79 percent were satisfied with the quality of correspondence from staff.

The survey is part of the requirements of ORC’s ISO 9001 accreditation, which ensures the council operates robust quality management systems.

ORC chairman Stephen Woodhead said the results were satisfactory given the complex nature of processing resource consents for the use and management of substantial natural resources such as rivers, lakes, aquifers, air and land.

“We are grateful that people have taken the time to complete the questionnaire. We take such feedback very seriously and it contributes directly to improvements in our processes,” Mr Woodhead said.

© Scoop Media

Parliament Headlines | Politics Headlines | Regional Headlines


Minister of Finance: Plan Shows $100 Billion Infrastructure Projects

Finance Minister Bill English has today launched the Government’s Ten Year Capital Intentions Plan (CIP) which shows a pipeline of $100.9 billion worth of infrastructure projects over the next decade. More>>


Werewolf: Safe Landings Gordon Campbell on the safety challenge to the Wellington runway extension.

The safety-related legal challenge revolves around the size of the 90 metre long Runway End Safety Area (RESA) being proposed for the runway extension. More>>


Environment Commissioner: We Need To Work Together On Climate Change And Farming

“The debate around agricultural emissions and the ETS has been polarised for too long,” said the Commissioner. “But the ETS is not the only way forward – there are other things that can be done.” More>>


NZ Super Fund: Seeking To Put A Market Price On Climate Change

Oct. 19 (BusinessDesk) - The New Zealand Superannuation Fund says it will devise a set of rules to assess investment winners and losers under climate change, a strategy that could rule out fossil fuels or producers such as current portfolio member Exxon ... More>>


Rejuvenation: Parata Will Not Contest 2017 Election

Education Minister and National List MP Hekia Parata has today announced that she will not be contesting the next election. She advised the Prime Minister of her decision earlier this year. More>>

Prisons Grow: Government Approves Plans For Increased Prison Capacity

Despite significant progress in reducing crime the number of prisoners has increased faster than projected. This is because the proportion of offenders charged with serious crimes has risen, meaning more people are being remanded in custody and serving more of their sentences in prison. More>>


Gordon Campbell: On Plastic Bag Activism, And Street Harassment

Amusing to see the Act Party experiencing another outbreak of young fogey-ism. What has aroused the ire of Act Leader David Seymour this time is the introduction of a Greens private members bill to the ballot process, calling for a 15 cents levy on plastic bags to reduce pollution. More>>


Unclear Weapons: US Navy Ship Cleared To Visit NZ For Navy's 75th

United States Navy ship, the USS Sampson, has been given clearance to visit New Zealand next month by Prime Minister John Key... “The process for considering the visit by the USS Sampson is the same as that used for all ships attending the International Naval Review." More>>


Get More From Scoop



Search Scoop  
Powered by Vodafone
NZ independent news