6 Henderson Valley Road, Henderson, Auckland 0612
Private Bag 92265, Auckland 1142, New Zealand
Ph 09 355 3553
Fax 09 355 3550
13 December 2016
Dan Hawke
[FYI request #4937 email]
Dear Mr Hawke
Local Government Official Information and Meetings Act 1987
CAS-455328-X9K9W7
Thank you for contacting Auckland Transport on 13 November 2016 requesting information relating to emailed
customer service responses.
Auckland Transport’s response to your request for information is as fol ows:
Your current SLA targets
Correspondence Type
SLA
Customer Contact – Written Team who handle feedback
80% answered within 24 hours
received from emails and web forms
(
this SLA applies to acknowledging and
assigning the enquiry to the applicable business
unit for a response. This is not the SLA for
handling an enquiry in its entirety)
Standard response time
10 working days
LGOIMA response time
20 working days
Level 2 complaints response time
5 working days
Tracking of these targets for the past six months, to end of October 2016
Auckland Transport is currently unable to extract reliable tracking information on SLA targets from our CRM
system as there are a number of variables that can impact on the SLA result, ie. system unable to recognise if a
LGOIMA timeframe has been extended, cases on hold awaiting further information etc. The request is such
that it would require us to manually go through each of the thousands of requests received per month to
determine accurately whether the SLA target was met or not.
Your request is therefore refused under section 17(f) of the Act as the information requested cannot be made
available without substantial collation and research.
www.at.govt.nz
Number of emailed/web form queries for this period broken down per month
We have attached an extract from the November 2016 Board Report which shows monthly written volumes for
for the period in question.
Number of emailed/web form queries where you have sent no response, broken down per month and if
possible, by reason you did not respond (eg. Stil waiting/spam/consider case already closed without
responding further).
Auckland Transport does not hold information to the level of detail sought by your request. The request is such
that it would require us to go through each of the thousands of requests received per month to determine
whether an emailed response was sent and if not, the reason we did not respond.
It is important to note that no one team manages customer service responses and there are business partners
(operators, contractors etc) who may be involved and depending on the feedback, may be better placed to
respond.
Your request is therefore refused under section 17(f) of the Act as the information requested cannot be made
available without substantial collation and research.
We trust this information has addressed the matters raised however you have the right in accordance with
section 27(3) of the Local Government Official Information and Meetings Act 1987 (LGOIMA) to make a
complaint to the Office of the Ombudsman if you are not satisfied with our response.
Yours sincerely
Annemarie Hodgson
Customer Contact Operations Manager
Attached: Written Volumes.pdf
www.aucklandtransport.govt.nz
