Service SA

In reply to Mr SPEIRS (Bright) (26 July 2017). (Estimates Committee B)

The Hon. J.R. RAU (Enfield—Deputy Premier, Attorney-General, Minister for Justice Reform, Minister for Planning, Minister for Industrial Relations, Minister for Child Protection Reform, Minister for the Public Sector, Minister for Consumer and Business Services, Minister for the City of Adelaide): I have been advised:

Service SA changed its customer service centre operating hours on Wednesdays to 9.30am to 5pm, from Wednesday, 4 June 2014 to provide a dedicated time for staff to undergo regular training and become acquainted with changes to systems, policies, processes and services.

Customers received three months' notice of the change through notices in service centres and a website update.

In May 2017, Service SA commenced a trial to extend the operating hours of two metropolitan centres (Elizabeth and Marion) to 6pm, Monday to Friday.

The aim was primarily to assist school students wishing to sit driver's licence learner theory tests after school hours. It also enables increased access for customers wishing to complete their transactions after 5pm. The change was made in response to customer feedback.

This change was accommodated through voluntary staff movements and neutral impact on budget. Customer demand has been moderate.

Service SA will conduct an evaluation of the trial in early 2018, following six months of operation. This will inform decisions about the future of extended hours of operation, and whether this should be introduced in other locations.