Annual Report 2001-2002 - Tourism Western Australia - The ...

Report on Operations
Output Performance continued
Tourism Product and Industry Development
Quantity Quality Timeliness Cost
Provision of product development advice to operators and development of
new products to suit tourism market needs
Number of
Regional Plans
updated
Level of customer satisfaction with information
provided.
Services
delivered
according to
Operational
Plan
timeframes
Cost per
tourism
product and
project funded
Actual 11 84% 100% $17,396
Target 10 80% 100% $18,866
Number of
agreed stages
for minor
infrastructure
projects
and tourism
development
products
developed
Customer satisfaction with tourism products
developed.
Services
delivered
according to
Operational
Plan timeframe
Cost per
infrastructure,
tourism
product and
project worked
on.
Actual 66 88% 100% $21,745
Target 59 80% 100% $23,982
Number of
common good
information
requests
processed
Level of customer satisfaction with information
provided.
Services
delivered
according to
Operational
Plan timeframe
Cost per
information
request
Actual 1,576 95% 100% $182
Target 500 80% 100% $566
Implementation of tourism industry professionalism and quality assurance
mechanisms
Number of
additional
operators
registered for
the National
Tourism
Industry
Accreditation
Scheme
Operators passing verification audit under the National
Tourism Industry Accreditation Scheme
Delivered in
accordance
with
operational
plan
timeframes
Cost per
accredited
operator
Actual 42 100% 100% $11,763
Target 50 75% 100% $9,123
Policy advice to Government
Number
of advices
provided to
Government
Proportion of first drafts accepted
Proportion of
policy advices
provided on
time
Cost per policy
advice
W A
Target 550 90% 95% $263
Western Australian
Wester n Australian Tourism Commission Annual Report 2001-2002
Actual 2,226 95% 98% $108
Western Australian Tourism Commission
31
Annual Report 2001-200202
Tourist Information Distribution and Retail Booking Service
Quantity Quality Timeliness Cost
Strategies aimed at tourism product and destination information distribution
Number of
inquiries
serviced by
Perth Visitor
Centre
Overall level of customer satisfaction with level of
service with Perth Visitor Centre
Customer
Satisfaction
with timeliness
by WA Visitor
Centre
Cost per
inquiry by the
WA Visitor
Centre
Actual 418,803 93% 100% $5.72
Target 540,000 80% 80% $5.14
Number of
inquiries
serviced by
other Visitor
Centres
(virtual calls
diverted)
Overall level of customer satisfaction with level of
service by other Network Visitor Centres
Customer
Satisfaction
with timeliness
by other
Network Visitor
Centres
Cost per
inquiry by
other Network
Visitor Centres
Actual 37,436 82% 85% $7.11
Target 80,000 80% 80% $3.05
Strategies aimed incremental tourism business in cooperation with industry
Number of
passengers
booked
Visitor expenditure generated
Customer
satisfaction
with timeliness
Cost per
inquiry
serviced
Actual 21,425 $18.03 million 85% $111.81
Target 16,800 $23.35 million 80% $93.10