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TGA key performance indicators: January to June 2014
Version 1.0, August 2014
1. Stakeholder communication, education and satisfaction
We demonstrate our performance against this KPI in the following three different areas:
| 1.1 Improved community, health professional and industry understanding of TGA's role | ||
|---|---|---|
| Reporting measure | Jan - Jun 2014 | Jul - Dec 2013 |
| Number of visitors to the TGA website | 1,665,669 | 1,573,227 |
| Top 5 web pages viewed: | ||
| Home (Home page) | 371,264 | 367,011 |
| Children's Panadol 1-5 years suspension | 188,240 | 209,650 |
| Plexus Slim Accelerator capsules and Plexus Slim Accelerator 3 Day Trial pack | 60,489 | 62,721 |
| Current year alerts | 43,976 | 40,651 |
| Recommended paracetamol doses | 43,275 | 40,663 |
| These website visits represent only about one half of the total number of visitors. There is therefore a wide range of information that visitors are viewing when they access our website. | ||
| Number of TGA participations in key stakeholder forums, either as speakers or through exhibits | 22 | More than 20 |
Market research on our stakeholders
We published two reports about market research conducted in 2013, Market research: Informing TGA education and communication activities on 11 February 2014. The TGA will conduct a targeted survey in the second half of 2014 with similar participants to measure whether there are improvements in stakeholder understanding of our role.
Figure 1 Stakeholders with good or excellent knowledge of the TGA
The consumer, health professional and industry participants in the research were comprised of:
- Consumers including everyday consumers and consumers who work within health related industries, such as beauty therapists or fitness trainers
- Health professionals including general practitioners, specialists and practice managers, pharmacists, nurses, midwives, dental practitioners and allied health practitioners and complementary healthcare practitioners
- Industry including sponsors and manufacturers of therapeutic goods, regulatory affairs consultants and industry association representatives.
In addition, from 12 to 22 June 2014, we measured the level of stakeholder satisfaction with our consultation processes using an online survey consisting of four questions, designed to elicit both qualitative and quantitative data. The survey was only open to invited participants who had participated in consultation activities during the past 12 months. Results from this survey are provided in Table 1.2.
| 1.2 Stakeholder engagement and satisfaction with TGA consultative processes | ||
|---|---|---|
| Reporting measure | Jan - Jun 2014 | Jul - Dec 2013 |
| Number of consultations completed during the reporting period1 | 1 | 8 |
| Median number of submissions received for consultations | 9 | 16 (range 5-1276) |
| Percent of submissions and TGA responses published on the TGA website in target timeframes.2 Submissions and responses to three consultations were published during the reporting period. | 100% | 100% |
|
Number of subscribers to all TGA email lists Number of subscribers to consultation email list |
9169 592 |
7915 554 |
| Number of stakeholders who were satisfied or very satisfied with our consultative processes | 75% | Not applicable3 |
- A consultation about the review of the low value turnover exemption scheme was completed during this reporting period.
- We aim to publish consultation submissions and the TGA response within two weeks of noting or advice from the Assistant Minister for Health, where applicable.
- This survey was conducted for the first time during the current reporting period.
Figure 2 Public contact team performance
The Public Contact Team (PCT) is our first point of contact for enquirers approaching the TGA. Under TGA's customer service standards, the PCT 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.
The PCT responded to 100% of email and voicemail enquiries during the reporting period within the specified timeframes. There was a peak in enquiries managed by the PCT during the last reporting period due to a shortage of a critical medicine. The number of less complex enquiries to the PCT reduces as improved information is made publicly available on the TGA website.
| 1.3 Performance against TGA customer service standards | ||
|---|---|---|
| Time taken to respond to complaints | Jan - Jun 2014 | Jul - Dec 2013 |
|
Number of complaints received by email Median time taken to respond (days) |
5 6 |
5 5 |
|
Complaints received by telephone Time taken to respond (days) |
2 2 |
0-2 1-5 |