9775 (2025). Francisco Hernandez to the Minister for Social Development and Employment

9775 (2025). Francisco Hernandez to the Minister for Social Development and Employment: What surveys of service quality, if any, have been conducted in the Minister's departments, if any, since 27 November 2023, listed by title and date?

Hon Louise Upston: I am advised that the Ministry of Social Development has two regular client experience surveys. The Heartbeat client experience survey (Heartbeat) is the Ministry’s proactive feedback mechanism for gathering a real-time understanding about the experiences its clients have with the Ministry. Heartbeat uses a daily online survey to collect data about client experiences in their most recent interaction with the Ministry. The Student Experience Survey (Student Survey) is the Ministry’s proactive feedback mechanism for gathering a regular understanding about the experiences of students using the StudyLink service. The Student Survey uses an online survey to collect data about their experiences in their most recent interaction with StudyLink, and invites are sent out weekly. The Ministry has also carried out the following surveys since 27 November 2023: • Child Support Pass-On Survey: from 2 December 2024 to 16 December 2024 • Client Identity Verification Tool Survey: from 24 June 2024 to 3 July 2024 • Job Connect Client Survey 2025: from 7 March 2025, expected to close 21 March 2025 • Job Connect Client Survey 2024: from 4 December 2024 to 17 December 2024 • Security Screen Trial: from 14 October 2024 to 22 October 2024 • SuperGold Survey 2024: from 15 February 2024 to 6 March 2024.