PlanSA customer survey

In June-July 2022, Planning and Land Use Services undertook a comprehensive customer survey of PlanSA and its ePlanning system.

The survey was conducted by an external independent professional market research company with feedback obtained from over 1500 users of the PlanSA system including council staff, planning and buildings professionals, and community members who had interacted with the electronic planning system in the past 12 months.

The survey explored the overall level of customer satisfaction in PlanSA and its four elements: the PlanSA website, the Development Application Processing (DAP) system, the Online Planning and Design Code (Online Code) and the South Australian Property and Planning Atlas (SAPPA).

In addition, the survey explored customer satisfaction with PlanSA support services and looked at customer satisfaction with the current electronic state-wide planning system compared with the previous paper-based council-oriented planning system.

Overall, the key finding of the PlanSA Customer survey were:

• 69% of PlanSA customers are ‘satisfied’ with the PlanSA system, providing their top two reason as ‘easy to use’ (37%) and ‘access to all relevant information in the one place’ (23%)
• Of the four electronic platforms that make up PlanSA, customers are ‘most satisfied’ with SAPPA (82%) followed by the DAP (74%), PlanSA website (73%) and the online Planning and Design Code (68%)
• 73% of customers reported that they are satisfied with the support they received from PlanSA
• 75% of customers believe the current planning system is an improvement on the previous planning system.

A copy of the results from the PlanSA customer survey have been provided to the Expert Panel to help inform their understanding of how customers are interacting with the new planning system, and to consider feedback on how the PlanSA website is meeting their needs.

PlanSA is now undertaking a detailed review of the feedback and is implementing a series of system improvements to address key issues raised and to further improve the PlanSA customer experience and navigation of the PlanSA website.

The first step towards this was the recent inclusion of the Community Toolkit on the PlanSA website landing page, which addresses the most commonly used parts of the system.  Further improvements include expanding subscription service options, website re-design and improved search function, improvements to building notifications, and a new DAP homepage and dashboards. All improvements will be detailed in a Survey Action Plan which will be published shortly on the PlanSA system enhancements webpage.

For further information and to access more survey results download the PlanSA Survey Scorecard (PDF, 598 KB) or detailed PlanSA Survey Results (PDF, 1372 KB) from the PlanSA portal.