Results
from the latest DHA annual relocation survey show that the majority
of members (80 per cent) are satisfied with the total relocation
experience managed by the DHA.
In addition, more than half (62 per cent) were satisfied with
the process of finding their new home.
But DHA would still like to improve its service levels even
more. DHA National Operations Manager Kevin O’Brien said that
DHA took its customer service seriously and regularly surveyed
Defence members to identify any problem areas that may need
to be ironed out.
“While most Defence Force Members who we help move are satisfied
with the overall experience, the feedback we have been getting
is that we could make the process of finding their new home
easier,” Mr O’Brien said.
“The key is an early indication of which homes will be available.
Faster listing of homes to HomeFind will result in earlier selection
of homes for Defence members and their families.”
To make this happen, the DHA has asked members to submit their
preferred arrangements as soon as possible after they receive
their posting orders.
DHA is currently reviewing the results of a trial which was
ran from March to May.
The trial involved sending members, who had received a posting,
a letter with a simple tear off card and reply paid envelope
to help speed up confirmation of posting intentions.
The quicker the member returned this information, the quicker
their home was able to be listed on HomeFind - which means more
choice for other members and their families.
Once the results of the trial are evaluated, DHA hopes to implement
this new process for all members who receive a posting.
“The feedback that we receive from members every day is invaluable,
and helps us to provide a better service. We conduct regular
surveys with our customers and strive to make improvements everywhere
we can’ Mr O’Brien said. DHA’s customer service line (1800 249
711) is open from 0800 until 1800 EST.
