The Service Delivery Excellence Division and the Indigenous and Remote Servicing branch are collaborating to investigate options to understand the level of racism experienced by Aboriginal and Torres Strait Islander customers and how this may best be reported. The customer satisfaction and experience survey is not an appropriate mechanism for measuring racism experienced by Aboriginal and Torres Strait Islander people. Therefore, Services Australia is exploring a range of options that may help inform a baseline such as developing a targeted survey and using speech analytics to identify instances of racism in customer interactions. Consultation with community representatives will be important to confirm an appropriate way to approach this delicate subject. Discussions are being held across portfolios to ensure that an approach is developed that is consistent with other mechanism for measuring racism experienced by Aboriginal and Torres Strait Islander people.
Services Australia Customer Experience Survey
Action description:
Priority reform:
Priority Reform Three
Status:
Existing
Is this Indigenous specific?:
Yes
Indicators:
Proportion of Aboriginal and Torres Strait Islander people reporting experiences of racism
Responsible Ministers:
Minister for Government Services
Resourcing:
Costs are to be absorbed within existing resources
Delivery timeframe:
Discussions are continuing with Department of Prime Minister and Cabinet to ensure any approach developed will be commensurate with other agencies they are coordinating with such as the ABS. Services Australia plan to develop a targeted survey to answer these questions in consultation with community representatives and the Department of Prime Minister and Cabinet.
Agency:
Department of Social Services