INFORMATION BRIEF FOR FIRST ASSISTANT SECRETARY
EC21-001528
CLIENT SATISFACTION SURVEY (CSS) 2021 OPTIONS PAPER (UPDATE)
Critical Date: 19 October 2021, to enable the Client Satisfaction Survey to continue to be delivered on time.
Purpose: To seek approval to refine client survey numbers to the combined approach of phone and online
interview methods for the 2021 Client Satisfaction Survey agreed to by the Secretary on 1 October 2021.
(EC21-001322 - Attachment A)
Key Information
On 1 October 2021, the Secretary agreed with Strategic Planning Unit (SPU) proposed approach for
the 2021 Client Satisfaction Survey (CSS). The recommended option (see Options Paper at
Attachment A below) included a change from the traditional telephone survey to a mixed
methodology (telephone and online survey delivery). This option is designed to provide a richer data
set and offer choice to our clients, which supports the core principles of our broader Veteran Centric
Reform.
In the options provided to the Secretary, the recommended approach was to include 1,000 telephone
interviews (previously 3,000 in recent CSS) supplemented by approximately 9000 online survey
responses. To meet the representative sample quotas, this approach would require invitations to be
sent (via post) to 4,000 clients for the telephone interviews and 100,000 emails inviting clients to
complete the online survey (based on an anticipated 10 per cent response rate for the online option).
While the options paper was approved, SPU noted the comment from the Secretary and Deputy
President “
[I] Assume the 1,000 phone interviews will be targeted at older clients? Look forward to
discussing this with you Secretary”.
On 7 October 2021, a planning workshop was held with ORIMA Research, an experienced survey
provider contracted by the Department of Veterans’ Affairs (DVA) who has previously undertaken the
survey, to finalise the work order and revisit the methodology based on the concerns raised by the
Secretary and Deputy President.
In the discussion ORIMA advised that while there is client appetite and cost benefits in shifting towards
an online delivery option, we do not yet:
o know the uptake of the online option across the different client age cohorts;
o have a baseline of satisfaction captured via online survey responses; and
o have an indication of how the online results can be compared or combined with the
Computer-assisted telephone interviewing (CATI) (telephone interviews) satisfaction results
that have been tracked and reported since 2016.
They were concerned that reducing the numbers of telephone interviews from 3,000 to 1,000 (targeted
at older clients as suggested by the Secretary) may introduce a bias that would influence the overall
satisfaction results and increase the need for additional weighting of the figures to ensure a true
representative view of DVA clients across all client groups.
Based on the advice from ORIMA Research, the mixed delivery option agreed by the Secretary is still
proposed, but with modifications as suggested by the experienced provider. To maintain the validity,
OFFICIAL
ATTACHMENT A
ACTION BRIEF FOR SECRETARY
EC21- 001322
Brief to be provided through Deputy President to Secretary
CLIENT SATISFACTION SURVEY 2021 – OPTIONS PAPER
Critical Date: 8 October 2021, to enable the survey to take place within the 2021 CSS milestones.
Purpose/Reason: To seek agreement to a combined approach of phone and web based interview
methods to collect responses to the 2021 Client Satisfaction Survey.
Key Issues:
On 12 July 2021, you supported the decision to conduct the 2021 Client Satisfaction Survey (CSS)
(see
EC21-000001). This decision included approval for funding for the development, delivery,
analysis and release of the 2021 CSS.
The Strategic Policy Directorate has expanded on the cost saving options developed for the 2020
CSS, providing three viable approaches to the 2021 CSS (see
Attachment A):
Option 1: Combined Approach: Maximising the survey data collected with minimal burden on
the veteran population, this approach will include both telephone based surveying for
up to 1,000 clients and an online survey to collect a further 9,000+ responses.
Option 2: Phone Contact Only: This option closely follows the telephone based surveying
approach from previous years, with up to 3,000 responses collected.
Option 3: Census Approach: This option proposes sending an invitation to participate to all
clients with a registered email address, with up to 300 telephone based interviews
undertaken to validate the data captured. This is expected to result in 10,000+
responses to analyse, but results may be skewed towards younger cohorts where
registered email address are more common.
All of the 2021 CSS options (see
Attachment A) have been proposed in a way that they can provide
statistically robust, defensible data and insights into whether our clients are satisfied with the quality of
the service, core benefits, service delivery and wellbeing supports that they are receiving from DVA.
Option 1 (Combined Approach) is recommended as two delivery options (Telephone and Online based
surveying) could provide a richer data set by offering choice for our clients participating in the 2021
CSS, aligning with core principles of our broader Veteran Centric Reform.
This Combined Approach will also enable us to gauge the effect of an exclusively online methodology
and open up the possibility of the CSS being run more frequently and efficiently in future by using the
DVA website or potentially MyService.
OFFICIAL
ACTION SUBMISSION FOR SECRETARY
EC21-001592
Brief to be provided through DP to Secretary
2021 CLIENT SATISFACTION SURVEY
Critical Date: 1 November to provide sufficient time to send the Department of Veterans’ Affairs (DVA) Client
Satisfaction Survey (CSS) client sample invitation letters and ‘opt-out’ process prior to data collection
commencement on 15 November 2021.
Purpose/Reason: To seek approval to:
use your electronic signature on the 2021 CSS client invitation letter, and
distribute a message to Ex-service Organisation Round Table (ESORT), Younger Veterans' Program
(YVF) and Commissioners providing advance notice of the survey activity.
Key Issues:
The 2021 CSS will be conducted across November through to January/February 2022, as agreed (see
EC21-001322 and EC21-001528).
The 2021 CSS will adopt a mixed survey approach, combining the traditional telephone survey with
a pilot of an online delivery method. This option is designed to provide a richer data set and offer
choice to our clients, which supports the core principles of our broader Veteran Centric Reform –
Putting Veterans and Veterans’ Families First.
Importantly, piloting an online approach will help DVA understand the feasibility of online surveying to
inform the survey rationalisation project (EC20-000348) and potentially save costs and deliver a more
holistic view of client experience, trust and satisfaction in future.
As learned in previous years, timing, community activity, media and significant events can create a bias
in the results. Therefore, precautions will be taken to ensure data collection and surveying is
considerate of Remembrance Day activities, the Royal Commission Public Hearing dates in Brisbane
and the Christmas period.
Client Invitation Letter and Communication Activities:
As per previous years, a letter outlining the survey and opt-out process, will be sent to all randomly
selected clients, inviting them to participate in the survey. This year’s letter, largely the same as the
2020 letter, has been updated in consultation with the Strategic Communications and Content Hub
teams (
Attachment A).
In addition to direct client contact through the invitation letter, the upcoming survey activity will be
communicated through traditional and online media channels, commencing with eNews and DVA’s
Facebook page in November.
Additionally, as part of the CSS process since 2016 a message to key stakeholders (sent via the
ESORT and YVF secretariat) will be sent to notify members of the upcoming survey activity. A copy of
the draft message is provided for your approval at (
Attachment B).
A summary of key CSS deliverables and dependencies (including communications) is attached for
visibility (
Attachment C).
Regulation Impact: No
Recommendations:
That you:
a) Approve the use of your signature on the 2021 CSS client invitation letter.
b) Approve the message to ESOs and key stakeholders including distribution via the Secretariats.
c) Note the timeline of key deliverables and dependences for the 2021 CSS.
Contact:
Justin s
/ Janes 47F,
Executive Directors, Strategic Policy
Veterans’ Services Design Division
Ph: s 47E & 47F
Comments:
Acting DP Decision:
Secretary Decision:
a) SUPPORTED
a) APPROVED / NOT APPROVED
b) SUPPORTED
b) APPROVED / NOT APPROVED
c) NOTED
c) NOTED / PLEASE DISCUSS
cleared electronically
____________________
Veronica Hancock 28 / 10 / 21
______________________
Liz Cosson / /
To be provided to Secretary Y
For Action
ATTACHMENTS
A – 2021 CSS client invitation letter
B – 2021 CSS message to key consultative groups and stakeholders via the Secretariats
C – Timeline of key deliverables and dependencies for the 2021 CSS
OFFICE OF THE SECRETARY
‘DVA surveyed over 3000 clients in both 2019 and 2020, with results helping to lead the way
to improved services for veterans and their families’
Dear [
insert: ESORT, YVF or FVVF] Member,
The Department of Veterans’ Affairs (DVA) is currently preparing for the 2021 Client Satisfaction Survey,
which will be held in November 2021 to February 2022.
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 again conduct the survey on DVA’s
behalf, and will ensure the collection of statistically robust and objective data. Approximately 2,000 clients
will be contacted by ORIMA Research to respond to the telephone survey. The survey calls generally take
approximately 20 minutes to complete.
The 2020 Survey results indicated that more clients are willing to interact with the department online.
As a result, DVA will be piloting an online version of the survey with up to 20,000 randomly selected clients
being sent an email inviting them to participate across January and February 2022.
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 www.dva.gov.au/survey. If you have any
questions please email us at xxxxxx.xxxxxx@xxx.xxx.xx, or call the general enquiries line on 1800 838 372.
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,
Liz Cosson AM CSC
Secretary
XX (Month) 2021
‘We asked, you said, we did’ – Client Satisfaction
Survey 2021
20 October 2021
2021 has been another challenging year, as we all continue to adjust to living through a
pandemic.
For DVA, the best way for us to learn how we can improve the way we support veterans and their
families through these challenging times is simply to ask. That is why your feedback, now more
than ever, is so important.
The annual Client Satisfaction Survey will run over November and early December this year.
This Survey asks a representative sample of DVA’s clients – men and women, of all ages in every
Australian state and territory, to give feedback on their experiences interacting with the
department over the past 12 months.
As per previous years, clients will be randomly selected to participate in the telephone survey, and
receive a letter with more information including how to opt-out if you do not wish to take part.
ORIMA Research, an independent research company, will conduct the telephone interviews that
will take around 20 minutes to complete. All responses are confidential and only de-identified
information is provided to DVA.
‘You said’ – A key component of DVA’s ongoing transformation is providing greater choice in how
you interact with the department and improving the digital experience for clients. The 2020
Survey results indicated that more of you are willing to interact with the department online.
‘We did’ – As a result, this year, DVA will also be piloting an online version of the survey.
Beginning in early 2022, up to 20,000 randomly selected DVA clients will be sent an email, inviting
them to participate in the Survey online. The online survey will take the same approach as the
telephone survey in being a representative survey of all DVA clients.
Participation in the telephone or online survey is voluntary, but if you are selected as part of the
client survey sample, we would be grateful for your time and feedback. Results from the Client
Satisfaction Survey make a difference to how services and support are designed and delivered to
meet the needs of veterans and their families.
For more information about the survey, and previous results, please visit the Client
Satisfaction page of the website or email xxxxxx.xxxxxx@xxx.xxx.xx
