July 2007

Background

In 2006, the LIST conducted a survey to assess client satisfaction with current products and services, and to assist in determining client expectations in relation to desired functionality, content and accessibility features for future development.

The survey attracted 526 participants, with subscribers representing 75% of total responses received.

A great deal of valuable feedback was gained from the survey. The overall range of products and services provided by the LIST scored well, with 74% of respondents ranking the service as excellent, followed by 18% opting for average. 1% ranked the service as poor.

More than half of those participating in the survey used the LIST on a daily basis, with a substantial number of weekly and monthly users.

In general, the vast majority of respondents ranked the information available as accurate, up to date and easy to find, however, more than one third stated they had problems or issues when using the service.

Most respondents claimed to use the information for decision-making, research and as part of core industry information.

Profile of Participants

The majority of participants (65%) selected ‘Business’ as their primary purpose for using the LIST. Those identifying themselves as ‘Government’ users represented 16% of participants, with the greater majority of these being from the Department of Primary Industries and Water (DPIW) and Local Government.

The main industry groups represented were legal services (20%), real estate (17%), surveying (10%), State Government (10%), financial institutions (8%) and planning and development (7%).

Organisational size representation (based on employee numbers) was spread fairly evenly from microbusinesses to small, medium and large enterprises. 91% of organisations represented were based in Tasmania.

Most responses were from users who had been using the LIST for more than 5 years (45%). Over 83% indicated that they had started using the LIST more than a year ago.

Results showed DPIW to be the major source of user awareness of LIST products and services, with 31% of participants stating they found out about the LIST from DPIW. Other major sources are workmates (27%) and industry colleagues (21%).

Assessment and Use of Existing LIST Services

Overall, the range of products and services provided through the LIST scored well, with 74% of respondents ranking the service as excellent, followed by 18% opting for average. Only 1% ranked the service as poor.

The most heavily used LIST services identified by over 30% of participants as being ‘generally accessed’ are listed in the following table:

Over 20% of respondents also identified regular access to scanned dealings, lodging and withdrawing priority notices, and council 132 and 337 certificates. All other services showed good use, with the most infrequently used being tourism maps at only 9%.

In the use of LISTmap, 45% of users participating in the survey claimed they could always readily find the information they needed, closely followed by 41% claiming they could only sometimes find the information they needed. A small percentage (2%) stated they could hardly ever find the right information.

LIST Client Support Service also ranked well, with 335 respondents (64%) rating the Support Service as excellent. There was an ‘other’ response rate of 15%, which mainly consisted of ‘good’ or ‘very good’ responses, with a large number stating they were unaware of – or had never used – the Service. The Service was ranked as average by 16% of participants and as poor by less than 1%.

Planning for Future LIST Services

Responses indicated that over 30% of users were experiencing problems with the LIST.

Free text fields were provided in the survey to allow comment on issues of concern, problems experienced and requests for new information, features and services. Comments received were fairly evenly divided between functionality and data supply.

23% of all comments related to problems with existing functionality (searching, speed & access, navigation), 5% related to specific problems when using LISTmap and 11% were requests for new functionality.

17% of all comments reflected problems with existing data quality, accuracy and currency, while a further 25% were requests for new data.

Other comments received were generally supportive.

Conclusion

The valuable feedback gained from the survey has been further classified and compiled into a prioritised schedule for short and long term action to improve LIST services.

A number of specific issues have already been addressed or are in the process of being resolved. There are also a significant number of improvements scheduled for short-term action.

LISTmap improvements currently in development include the introduction of a distance measuring tool, the ability to turn Property ID hatching off and on, the ability to print larger maps and to save or email map links.

An online billing system to streamline administrative management for LIST subscribers is also nearing completion, with a cadastral survey information facility proposed for completion in early 2008.

The current status of other high demand issues is listed below:

Many requests for additional or improved data and functionality are complex and unable to be addressed prior to a full redevelopment of the LIST, which is not yet scheduled for commencement. However, requests have been recorded and will form the basis of specifications for redevelopment.

While it is recognised that some high demand concerns cannot be met at this time, education, support and training to overcome user problems with existing LIST functionality and site navigation is available through LIST Client Services Unit’s support service. Contact details are provided on the LIST website.

Some issues with data cannot be directed addressed by DPIW. For example, Local Government Authorities control the availability of data relating to their assets. DPIW is, however, working with councils to develop data share agreements to ensure access to as much information as possible through the LIST.

Feedback on data that is provided and maintained by external custodians is being referred to the relevant custodian. Some data is also unable to be provided due to privacy or security restrictions.

Further information

For further information on results of the survey, see the Summary of Results by Client Category or contact Leigh Fannon in LIST Client Services Unit on 03 6233 2465.

The main types of high speed internet access include cable, DSL, satellite and wireless. Faster internet access can save you a great deal of time and overcome many problems encountered when using webistes such as the LIST.

If you have consistent problems when viewing and downloading information through the LIST, it is advisable to consult your ISP and/or your computer technician.