Resource consent processing feedback pleasing
November 30, 2012
Resource consent processing feedback
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