The department developed a Service Delivery Strategy and proposed new business model to reform customer service channels. It will result in a better choice for customers seeking to access DMIRS services. Once implemented, the Service Delivery Model (model) will provide a wider range of customer centric service delivery channels to make it easier and more convenient for customers to access information about regulatory obligations.

Our customer service teams and internal business partners are critical for the success of this strategy, which focuses on the simple concept of “People Helping People”.

The new model will repurpose and align existing resources to begin a five year plan to transform the way DMIRS designs and delivers future customer service initiatives by embedding the principles of customer needs, customer experience, single point resolution and digital services.

From August 2018 to February 2019, the department also conducted a review of its regional services.

The review examined the current service delivery model for all 14 regional offices, and proposals were developed for improving services to the regions, including digital service delivery and identifying better ways to use the department’s resources. Of these 14 offices, 12 are currently operational. Both the Norseman and Coolgardie offices are currently closed and their future will be determined as part of a public consultation process.

In September 2018, the department’s office at Brookman Street, Kalgoorlie was closed and all services previously provided from that location relocated to the department’s West Kalgoorlie office.

The proposals are being considered by the Minister for Ministers for Mines and Petroleum; Industrial Relations and Commerce, and will be released for public consultation in the second half of 2019.

Improving access to our services for all

DMIRS customer service officers work across a range of different business areas and in many locations across Western Australia, serving customers face-to-face, by phone and online.

They manage hundreds of thousands of customer queries each year and process many different types of applications, licences, permits and certificates.

Our customer service officers gain valuable experience working with a diverse range of people, including people with disability.

Director Customer Information, Robyn Parker, says that as part of the Disability Access and Inclusion Plan, there is ongoing training for staff to upgrade their skills.

Training will be further developed and improved over time, to build and maintain a strong inclusive culture, so it is part of our everyday business.

I notice staff taking the time to do the things that make a difference to our visitors, such as providing extra assistance to the elderly or infirm; travelling in the lift with customers to reassure them; explaining forms and reading information for people.

For customers with a hearing impairment, we display hearing loss signs on our front counters state wide. We also use the National Relay Service which is proven to be an excellent way to assist people.

Robyn Parker