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

Corporate Support, Structure and Governance
Appropriate and Timely Information
Product and Service Development
The WATC continued research to identify trends to assist in the development of products
and services to meet the needs of emerging markets.
Customer Satisfaction Survey
The WA Tourism Commission undertakes an annual survey of customers to measure
the perception of how the Commission has performed in meeting their needs.
Corporate Communications
Appropriate and Timely Information
Ministerial Reporting
The Commission conformed to the reporting requirements of statutory authorities stated
in the Financial Administrative and Audit Act 1985 and in Treasurer’s Instructions. Annual
Reports were provided to the Minister and the Office of the Auditor General for audit
within the required timeframe. The Commission responded promptly to 777 Ministerial
Requests and 43 Parliamentary Questions, and provided 625 Briefing Notes, Speeches
and Draft Media Releases relevant to operational objectives, investment or financing
activities in 2001-2002.
Client Interaction – Customer Focus
Hamersley Range, Karijini National Park, Pilbara
Clients and stakeholders are identified in all planning activities undertaken by the WATC
and communication channels are continually reviewed and improved. The WATC actively
sought beneficial partnerships and alliances and consulted with industry to determine
customer needs and to provide appropriate direction and support.
The Commission strove to maintain high standards of promotion, information and
support so that the customer encountered a positive and consistent experience. The
WATC’s Code of Conduct highlights our commitment to accelerating the development
of WA’s tourism industry.
The WATC has commenced the development of a Corporate Communications Strategy.
Its aims include:
> investigation of improved mechanisms for communicating WATC’s role and
achievements;
> creating alliances with key stakeholders and partnering arrangements;
> effective corporate management of communication;
> building public awareness of the value of tourism; and
> ensuring the tourism industry and the wider community are aware of the key
directions and activities of the Commission.
Waste Paper Recycling
The WATC has a paper recycling program in place.
On-line Services
The WATC’s consumer website, www.westernaustralia.net, is linked to the OnlineWA
website. During the course of 2001-2002, the website gained an ‘e-booking’ facility
and a Personalised Information Register facility. These features facilitate the gathering
of customer information that is vital to the WATC’s entry into customised relationship
marketing in the future.
W A
Western Australian
Tourism Commission
Western Australian Tourism Commission
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Annual Report 2001-200202
Wester n Australian Tourism Commission Annual Report 2001-2002