Annual report 2003-2004, Department of Corporate and Information Services
Department of Corporate and Information Services annual report 2003 - 2004
Northern Territory. Department of Corporate and Information Services
E-Publications; E-Books; PublicationNT; Department of Corporate and Information Services annual report; Annual report
Made available by the Library & Archives NT via the Publications (Legal Deposit) Act 2004 (NT).
Northern Territory. Department of Corporate and Information Services -- Periodical
Northern Territory Government
Department of Corporate and Information Services annual report; Annual report
Attribution International 4.0 (CC BY 4.0)
Northern Territory Government
Corporate Overview 10 Our Customers DCIS has a broad customer base including Government agencies, the business community tendering for Government contracts, and the broader community in areas concerning archival heritage, remote telecommunications and the ICT industry. DCIS is committed to providing valued services to all of its customers and as such, continues to develop strategies that focus on increased customer satisfaction. The most recent development is its Customer Relationship Management Framework (CRM), which sets expectations for the benefit of both customers and staff involved in the service delivery experience. An integral component of the CRM is the new Service Level Agreements, which were entered into with our customers following the annual customer satisfaction survey. The results of the third annual customer survey are provided in the following graph. The third DCIS annual customer survey was undertaken during the year resulting in an overall satisfaction rating of 82.5%, a 1.5% improvement on the previous year. A more detailed overview at Page 74 Our People DCIS continues to focus on staff involvement and development, to ensure staff contribute to the success of the organisation. We recognise the valuable contribution staff make towards achieving our corporate directions. Our Human Resource and Organisational Development team have developed and implemented a number of strategies, which provide an enabling environment for staff to contribute. An important part of our environment is encouragement given to staff to take responsibility for their own career development and participation in business planning and process improvement. Staff satisfaction surveys are utilised to measure success of our strategies and the feedback provided during the survey is used to develop action plans to address concerns raised. Reporting about our people commences on page 83 0 20 40 60 80 100 2001/02 2002/03 2003/04 Sa tis fa ct io n %
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