DIAC ICT user satisfaction

ASR conducted internal client surveys for the department as part of an ongoing contract with DIAC’s Business Solutions Group. We assessed staff satisfaction with and perception of performance of DIAC’s out-sourced information and communication technology (ICT) providers: CSC and Optus.

Every six months ASR surveyed a sample of DIAC’s workforce (the initial round of surveying involved the whole workforce). Surveys were conducted using ASR’s Survey Manager product and are encrypted. Over two years, we observed a significant increase in ICT users’ satisfaction with network performance and reliability, especially after the introduction of Xanadu.

However, in the fourth round of surveying, we noted a significant drop in satisfaction. We believe this was due to an increase in new employees who had higher expectations of service standards, rather than actual service standards decreasing.

Each round we also assessed what ICT users perceived as important in terms of service delivery and how well various help desks were delivering in terms of standard service dimensions.