Indigenous Land Corporation gpo box 652 Adelaide sa 5001

Client Satisfaction Surveys

During the assessment of 2013–14 Land Acquisition and Management Programme applications, nine land acquisition and 19 land management randomly chosen applicant groups participated in a client satisfaction telephone survey.

The surveys were conducted following the call for applications to obtain feedback on both the application process and advice provided by ILC staff. Applicants were not aware of the outcome of their applications when surveyed.

Results indicated that participants were very satisfied with the application process, and all applicants surveyed indicated that information about the ILC’s programmes were easily accessible. ILC staff were rated as very competent and knowledgeable. The application process was rated as simple and straight forward. Comments and recommendations were noted, including:

• Workshops to be conducted with applicant and ILC staff so the applicant can showcase the proposed project;

• Face-to-face meetings to discuss the application prior to submission would be useful;

• If possible, access to a register of business consultants or ILC-approved business consultants would be beneficial;

• Suggestions to streamline the application process and the timeline;

• Suggestions to be more prescriptive about what is required of applicant groups and have examples in the application handbook; and

• Facilitate submission of large attachments with applications.

Feedback obtained from these surveys will be incorporated, where appropriate, into the new programme delivery arrangements.