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TGA key performance indicators: January to June 2015

Version 1.0, August 2015

3 September 2015

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We demonstrate our performance against this KPI in three different areas, as described below.

For this reporting period, website statistics are split into two separate time periods because we upgraded our reporting software in November 2014. There is a difference between how the reporting software captures and analyses the data and therefore there is not a direct correspondence between the new metrics and visitor numbers reported in previous periods.

1.1 Improved community, health professional and industry understanding of TGA's role
Number of visitors engaged with the TGA website (new reporting software) Jan - Jun 2015 Nov - Dec 2014
Sessions - a period of active engagement by a user with the website 1,284,287 370,204
Users - the total number of unique website visitors 799,364 242,987
Page views - a view of a single web page on our website 3,313,113 992,786
Number of visitors to the TGA website (previous software) Jul - Oct 2014 Jan - Jun 2014
Number of visitors to the TGA website 1,196,493 1,665,669
Top 5 web pages viewed (2015) Jan - Jun 2015  
Home page 332,320  
Australian Register of Therapeutic Goods 44,465  
The Poisons Standard 40,330  
Prescribing medicines in pregnancy database 28,660  
Recommended Paracetamol doses 27,186  
These web pages represent about 14% of total page views.    
Top 5 web pages viewed (2014) Jul - Dec 2014 Jan - Jun 2014
Home page 433,976 371,264
Children's Panadol 1-5 years Colourfree suspension 39,608 N/A
Recommended paracetamol doses 29,427 43,275
Latest news & updates 27,729 37,082
Australian Register of Therapeutic Goods 24,233 35,886

N/A = not applicable. This webpage was created during the current reporting period.

1.1 Improved community, health professional and industry understanding of TGA's role
TGA participation in stakeholder forums Jan - Jun 2015 Jul - Dec 2014 Jan - Jun 2014
Number of TGA participations in key stakeholder forums, either as speakers or through exhibits 191 28 22
  1. Several TGA speakers may have presented at a single forum.

Market research on our stakeholders

Consumers, health professionals and industry are surveyed annually to measure whether there are improvements in stakeholder understanding of our role. The next survey will be conducted in late 2015 and therefore no new data is available for this period.

TGA stakeholder consultation

1.2 Stakeholder engagement and satisfaction with TGA consultative processes
TGA stakeholder engagement Jan - Jun 2015 Jul - Dec 2014 Jan - Jun 2014
Number of new consultations completed during the reporting period 5 4 1
Median number of submissions received for consultations 36
(range 21–67)
11
(range 5–80)
9
Submissions and TGA responses published on the TGA website in target timeframes1,2 100% 100% 100%
Number of subscribers to all TGA email lists 9570 9648 9169
Number of subscribers to consultation email list 780 647 592
Number of stakeholders who were satisfied or very satisfied with our consultative processes 66% N/A 75%
  1. We aim to publish consultation submissions and the TGA response (where appropriate) within two weeks of noting or advice from the Assistant Minister for Health, where applicable.
  2. Submissions and responses to one consultation were published during the reporting period.
  3. N/A = Not applicable. This survey is conducted on an annual basis.

Stakeholder satisfaction with TGA consultation processes decreased during this reporting period due to shorter timeframes provided for consultation responses, and reduction in advanced notice of consultations due to the unavailability of the consultation forecast during the conduct of the Expert Review of Medicines and Medical Devices Regulation.

TGA customer service

The Regulatory Assistance Section (RAS) is our first point of contact for enquirers approaching the TGA. Under the TGA's customer service standards, the RAS aims to respond to voicemail messages within two working days, and to respond to emails (either through a direct response or referral to regulatory areas for appropriate action) within five working days.

Figure 1 Regulatory Assistance Section performance

Chart showing the Regulatory Assistance Section performance - Jan-Jun 2015, Jul-Dec 2014 and Jan-Jun 2014

Enquiries received by the RAS are separated into levels depending on how the enquiry is managed:

  • RAS responded with input: enquiries that require more than one transaction to finalise, where a response sent by RAS includes input from other regulatory/business areas.
  • RAS responded: enquiries finalised by the RAS without needing advice from other areas as the information is publicly available or a similar enquiry has been responded to in the past with appropriate clearance.
  • Referred to business areas: Enquiries that are transferred to other work areas for follow up and response.

There were 1955 voicemail messages received during this period. This is an increase from the previous period as a result of staff turnover and training, however the RAS responded to 100 per cent of email and voicemail enquiries within the specified timeframes during the reporting period.

1.3 Performance against TGA customer service standards
Time taken to respond to complaints Jan - Jun 2015 Jul - Dec 2014 Jan - Jun 2014

Number of complaints received by email

Median time taken to respond (days)

1

2

0

N/A

5

5

Complaints received by telephone

Time taken to respond (days)

1

1

0

N/A

2

0-2

The TGA customer service standards specify that feedback will either be answered or acknowledged within 5 working days and, where feedback requires further investigation by the TGA, the acknowledgement will provide notification of this and associated timeframes for response.

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