DVA 2019 Client Satisfaction Survey

“The Department of Veterans’ Affairs (DVA) is currently preparing for 2019 Client Satisfaction Survey, which will be held in June/July this year.

The survey seeks to understand how clients feel about their interactions with DVA, and how we can improve the way we provide services and support to veterans and their families. Understanding the experiences of our clients and capturing feedback is critical during this period of change, which is why DVA has committed to conducting the Client Satisfaction Survey on an annual basis.

ORIMA Research, an independent market research company, will conduct the survey on DVA’s behalf, and will ensure the collection of statistically robust and objective data.

Clients selected as part of the sample group, will receive a letter in the first instance, explaining the survey process and how to opt out of the survey if they do not wish to participate. As per 2018, approximately 3,000 clients will be contacted by ORIMA Research to respond to the telephone survey. The survey calls generally take approximately 20 minutes to complete.

All information will be collected and stored in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth). Answers given by participants are completely confidential and any personal details which may identify participants in any way, will not be passed to DVA. Answers will not in any way affect benefits or services which participants are entitled to from DVA.

Information about the survey can be found on DVA’s website. If you have any questions please email us at [email protected], or call the general enquires line on 1800 555 254.

I encourage you and your members to participate in this survey as DVA values your views and feedback as we work to transform to put veterans and their families at the centre of our business.

Yours sincerely,”

download 2019 05 01T085359.455

Liz Cosson AM CSC

Secretary
Department of Veterans’ Affairs

DVA Media Release – Investment Pays on Claims Processing Times

The 2018 Client Satisfaction Survey of more than 3000 randomly selected DVA clients, including veterans, war widows/ers, carers and dependants, found an overall satisfaction rating of 81 per cent for DVA services.

• Overall satisfaction of the Department of Veterans’ Affairs (DVA) services remains above 80 per cent and satisfaction among clients aged 45-and-under is improving.
• Improvements at DVA mean around 85 per cent of rehabilitation and compensation claims are processed in one system and in reduced timeframes.
• The goal to improve the quality of service to veterans and their families by reducing claim processing times is being achieved.
download 16Minister for Veterans’ Affairs Darren Chester said the survey results illustrate DVA’s Transformation program continues to show positive results for veterans and their families, but that there is still much more to do.
“Satisfaction for DVA clients aged 45 years-and-under is up from 49 per cent in 2016 to 56 per cent in 2018, and dissatisfaction of this group has more than halved from 31 per cent to 15 per cent for the same period,” Mr Chester said
“It also showed for clients aged 45–64 years, satisfaction has improved from 69 per cent to 72 per cent from 2016 to 2018.
“Change takes time and there may be small disruptions to services for clients, however, tracking the ongoing satisfaction of DVA’s clients through the survey is one important way to gauge the outcomes and benefits of system improvements.”
The Transformation program has an ongoing commitment and investment from Government, including more than $166 million in 2017–18 and more than $111.9 million in 2018–19.
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