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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

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
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

status of customers
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

was this the first time you have made an application to the bab

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

how many previous applications have you made to the bab
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

how well do you rate your understanding of the role and functions of the bab
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

is there sufficient information available on the bab s role and functions
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

are you aware of the building commissions website
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

did you know the website contains information on the bab s roles and functions
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

are you aware that a selection of determinations by the bab has been published previously
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

are you happy making applications to the bab for determinations
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

how long did it take you to receive your determination for modification
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

was the determination received from the bab clear and easily understood
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

1999 customer survey how would you rate the service received from the bab staff

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

slide15

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

comparing service received from the bab staff
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

how would you rate the technical advice received from the bab staff
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

did you find the bab application form easy to follow
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

conclusion
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