Service 3


Key efficiency indicator S3.1: Average cost per client contact to provide information and advice.

What we measure

The department responds to enquiries from members of the public and provides them with customised information or education. A key element of the department’s role is to provide tailored advice and assistance to the community in relation to specific matters, typically on a one-to-one basis and of a short duration. The response can be a result of telephone, front counter, email or letter enquiry. Other activities are automated such as online visitors to the website or include the delivery of services such as the Work Safety Awards event or Safe Work October campaigns.

This measure includes activities in the areas of occupational safety and health, relating to the provision of information and education to members of the community to encourage, influence and promote safer and healthier workplaces for all.

How we measure

Client contacts are recorded in three separate areas of the department:

  • client contacts that occur through the Perth head office;
  • a proportion of all regional enquiries; and
  • online contact relating to WorkSafe.

The total cost of service is divided by the total number of client contacts to produce a unit cost.

Our Performance

The department undertook 1,140,546 activities in 2017–18 to provide information and advice services, which is similar to the 1,144,273 undertaken in 2016–17.

The average cost per client contact to provide information and advice in 2017–18 of $3.54 was 16 per cent higher than the 2016–17 figure of $3.04 and the target of $3.05.

This is explained by resources being diverted to a higher volume of non-routine project work than usual which diverted resources away from conducting standard information sessions. Additionally, the Customer Help Centre had a lower level of resourcing available during a period of reform.

Table 35: Key efficiency indicator S3.1: Average cost per client contact to provide information and advice

2017–18 Target Actual Target +- Status
Overall results $3.05 $3.54 16%
Comparison with previous year

Results in detail

  • The 2017–18 results demonstrate a change in customer communication preference, with an increase in emails occurring, concurrently with a decrease in calls. Email contacts surpassed expectations in 2016–17 and, although they did not reach target in 2017–18, they remain similar to 2016–17 levels.
  • Fewer presentations, events and campaigns were delivered in 2017–18 (145) compared with 2016–17 (197) and the target (200).