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Building Appeals Board Customer Survey for Modifications

Building Appeals Board Customer Survey for Modifications Michael A Nigido Senior Technical Advisor 5 August 2004 2004 is the Year of the Built Environment Introduction

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Building Appeals Board Customer Survey for Modifications

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  1. Building Appeals Board Customer Survey for Modifications Michael A Nigido Senior Technical Advisor 5 August 2004 2004 is the Year of the Built Environment

  2. Introduction The Building Appeals Board (BAB) is continually striving to improve its overall performance and has surveyed its customers/stakeholders on its current operations. The customer survey has provided the BAB with a comprehensive overview on its overall performance that will be incorporated into the BAB strategic plan. 2004 is the Year of the Built Environment

  3. Status of Customers RBS = Relevant Building Surveyor63 Customers responded to the survey. The pie graph provides a breakdown of the customers. 2004 is the Year of the Built Environment

  4. Was this the first time you have made an application to the BAB? 34% of our customers were first time users. 2004 is the Year of the Built Environment

  5. How many previous applications have you made to the BAB? 66% of our customers have reused the Boards services more than once. 50% of our customers have made more than 9 applications to the BAB. 2004 is the Year of the Built Environment

  6. How well do you rate your understanding of the role and functions of the BAB? 70% of our customers (Building Surveyors/Designers) have a better than satisfactory understanding of the BAB role and functions. It was noted Builders, Owners and some Designers have a satisfactory to fair understanding of BAB . 2004 is the Year of the Built Environment

  7. Is there sufficient information available on the BAB's role and functions? 65% of our customers state that there is sufficient information available. 2004 is the Year of the Built Environment

  8. Are you aware of the Building Commissions Website? 78% of our customers are aware of the Building Commissions website. 2004 is the Year of the Built Environment

  9. Did you know the website contains information on the BAB's roles and functions? There is an additional 12% of customers over and above the 22% of customers from the previous slide that are not aware or unable to locate the BAB web page on the Building Commissions website. Customers have stated that it is difficult to access the web page and locate the information in a timely manner. 2004 is the Year of the Built Environment

  10. Are you aware that a selection of determinations by the BAB has been published previously? 58% of our customers are not aware that determinations for modifications have been published in the past. 2004 is the Year of the Built Environment

  11. Are you happy making applications to the BAB for determinations? 92% of our customers are happy making applications to the BAB for determinations. 2004 is the Year of the Built Environment

  12. How long did it take you to receive your determination for modification? 75% of our applications were processed and heard within 4 weeks upon registration. 2004 is the Year of the Built Environment

  13. Was the determination received from the BAB clear and easily understood? 88% of our customers had a clear understanding of our determination. 2004 is the Year of the Built Environment

  14. 1999 Customer Survey. How would you rate the service received from the BAB staff? 92% of our customers received satisfactory or better service from BAB staff, this is 6% more than the 1999 Customer Survey. 2004 is the Year of the Built Environment

  15. 2004 Customer Survey. How would you rate the service received from the BAB Staff? 98% of our customers received satisfactory or better service from the BAB staff. 2004 is the Year of the Built Environment

  16. Comparing service received from the BAB staff. 2004 Survey 1999 Survey Comparing the two surveys we have had a 14% increase in service above good. 2004 is the Year of the Built Environment

  17. How would you rate the technical advice received from the BAB staff? 83% of our customers received satisfactory or better advice. 2004 is the Year of the Built Environment

  18. Did you find the BAB application form easy to follow? 77% of our customers found the application forms easy to follow. 2004 is the Year of the Built Environment

  19. Conclusion • The BAB is taking a proactive approach in continually improving its performance by conducting customer/stakeholder surveys. • The BAB recognises communicating more effectively with our customers/stakeholders will produce better outcomes for the building industry. • The survey has demonstrated the following: - • There has been a significant improvement in service provided by the BAB staff. • The overall performance of the BAB is very good. • There needs to be a review of the BAB section of the Commission’s website. 2004 is the Year of the Built Environment

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