Communication and Services

COMMUNICATION
AND SERVICES

	Information is a key focus of NICNAS in achieving its outcome of safe chemical use. Our communication strategies focus on targeted alliances with industry, Government, the community and media to ensure the efficient distribution of information to increase knowledge and awareness on: • the work of NICNAS; • existing and proposed regulatory requirements; and • the safe use of chemicals.
	Quantity
	During 2003-04, NICNAS responded to 1,510 (compared to 1,804 in 2002-03) inquiries, which took 487 (658 in 2002-03) hours to handle. This was made up of 1,209 telephone inquiries and 301 written inquiries. The number of telephone inquiries dropped from previous years (1,446 in 2002-03, 1,725 in 2001-02, 1,752 in 2000-01, 1,598 in 1999-2000), as did written inquiries (358 in 2002-03, 398 in 2001-02, 205 in 2000-01 and 187 in 1999-2000). Full details on inquiries to NICNAS are at Appendix 15.
	NICNAS received 154 media inquiries during 2003-04 (150 in 2002-03). Key issues included chemicals regulation in Australia, the LRCC Bill, AICS, cosmetics, parabens, phthalates, brominated flame retardants, sodium lauryl sulfate, triclosan, formaldehyde, benzene, and sodium cyanide.
	NICNAS released three issues (September 2003, December 2003 and April 2004) of its newsletter, NICNAS matters. NICNAS matters 8 (September 2003) featured articles on reform activities at NICNAS and NICNAS compliance. NICNAS matters 9 (December 2003) featured articles on AICS moving online, NICNAS’s CEF and NICNAS Customer Survey. NICNAS matters 10 (April 2004) featured articles on the Rotterdam Convention, AICS and the LRCC reform initiative. NICNAS advertisement activity is detailed at Appendix 05 and, to promote regulatory efficiency initiatives, include an advertisement on 20 August 2003 on the LRCC Task Force documents. NICNAS publications for 2003-04 are detailed at Appendix 17 and include 12 editions of the Chemical Gazette, the NICNAS Service Charter 2004-05 and two Safety Info Sheets. A monthly summary of key issues at NICNAS - NICNAS NEWS – was developed and sent with Chemical Gazette alerts. In addition, NICNAS published a total of 189 new chemical assessment reports and two existing chemical reports on the web. The AICS CD-ROM was superseded by AICS moving online in January 2004.
	Website statistics for 2003-04 are detailed at Appendix 16. Web usage increased on the NICNAS website from an average 11,395 hits each day during 2002-03 to an average of 17,239 hits each day in 2003-04, an increase of over 50 per cent. Total hits for the year were over six million (four million in 2002-03), with 445,619 (262,764 in 2002-03) user sessions – an average of 1,217 (720 in 2002-03) each day, which is an increase of 69.5 per cent against a target of 5 per cent. AICS moving online contributed to this growth, as did increased awareness of the website (91 per cent of customers in the 2004 survey compared to 83 per cent in the 2003 survey). The most requested web pages are shown in Table 20 below.
	NICNAS staff were active in awareness raising and information exchange activities such as presentations (24), conferences (19), meetings for progressing international harmonisation activities (14), international assessment meetings (5) and site visits (12). These are detailed at Appendix 14.
	Timeliness
	All NICNAS’s timeframe targets for responsiveness to inquiries by telephone (97 per cent completed within 24 hours, against a target of 85 per cent, and the remainder within 28 days); and in writing (62 per cent finalised within 24 hours and 29 per cent in seven days, that is, 91 per cent within seven days; against a target of 85 per cent) were exceeded in 2003-04 (see Appendix 15).
	All media inquires were handled within agreed timelines. All 12 issues of the Chemical Gazette were published within the statutory deadline, which is on the first Tuesday of each month, and subscribers receive an email alert, including NICNAS NEWS, for each new issue.
	Effectiveness
	During 2003-04, NICNAS continued to provide clear and accessible information on its website (www.nicnas.gov.au) to assist importers and manufacturers of industrial chemicals in Australia in fulfilling their obligations. The newsletter, NICNAS matters, is an integral element of the NICNAS Communication Plan to relay important information to industry clients, the public, government agencies and the media. Printed copies of the September 2003, December 2003 and April 2004 issues were distributed to 2,000 clients and stakeholders. NICNAS Matters was also available on the website. NICNAS’s communication staff maintained an effective media management strategy and provided considerable assistance to media in accessing scientific information on chemical matters. In addition, NICNAS handled specific media inquiries resulting in substantial print, television and radio coverage, as detailed in Appendix 17. Customer Survey
	The NICNAS Service Charter defines NICNAS’s service standards. In 2003- 04, a customer survey was conducted on NICNAS’s performance against its service standards. A mail and telephone survey canvassed 100 randomly selected organisations in contact with NICNAS during the year. Industry contact with NICNAS for the purposes of the survey is defined as contact through the existing and new chemical programs, company registration, AICS searches and/or compliance activities. Sixty-five organisations responded to the survey. Overall, positive feedback was received indicating a good level of service and improvement in a number of key areas: • 94 per cent (86 per cent in 2002-03) found staff to be helpful and courteous always, or most of the time; • 86 per cent (83 per cent in 2002-03) found their questions and inquiries were answered in 7-28 days always, or most of the time; • 88 per cent (86 per cent in 2002-03) found written explanations clear always, or most of the time; • 85 per cent (as in 2002-03) found that NICNAS provided accurate and consistent information always, or most of the time; • 97 per cent (82 per cent in 2002-03) of organisations surveyed were aware of NICNAS website. Of these, 96 per cent found the website easy to navigate.
	Using feedback from the 2002-03 survey, NICNAS has placed AICS online and updated the Handbook for Notifiers to address concerns raised by NICNAS customers. In 2003-04, NICNAS conducted a survey of CEOs from the 25 leading companies which have significant involvement in industrial chemicals. Twelve companies responded to the survey. While the response rate was lower than the general customer survey, the results indicate a higher level of satisfaction with NICNAS’s service. The issues CEOs identified as requiring attention by NICNAS were similar to those of the general customer survey.
	Efficiency
	The NICNAS website received positive feedback in the Customer Survey with 96 per cent of respondents finding the website easy to navigate (compared to 79 per cent in 2003). Some 1,500 chemical assessment reports on individual industrial chemicals are featured on the website. Users can conduct searches on assessment reports by: • chemical name; • trade name; • Chemical Abstracts Service (CAS) number; • hazardous status; and • OECD industry use category All material on the NICNAS website is freely available allowing greater access to chemical safety information by the public, government agencies and industry, which fulfils a key requirement of the Act. In line with Australian Government publishing guidelines, NICNAS maintains copies of printed information material and provides a print-on-demand service from its website. PEC reports are available to download from the website both during the public comment period and on completion as a final assessment report. All NICNAS forms are in an electronic format to allow online completion and lodgement. NICNAS continues to have very high compliance with the Government’s requirement for mandated time boxes on all forms. Electronic templates have been introduced to reduce time and costs to small businesses in making applications for assessments. Web-based Safety Info Sheets for each PEC and the Chemical Info Sheets have helped increase public awareness of NICNAS and the safe use of chemicals by providing user-friendly, plain language information on the scientific risk assessment of chemicals used in Australia. Top of Page Database at NICNAS The integrated information system, Database at NICNAS (D@N), continues to ensure efficiencies within the organisation. The database was built using web-based technology and during 2003-04 was upgraded to meet NICNAS’s changing needs.
	Price
	Three copies of the Handbook for Notifiers and 37 AICS CD-ROMs were sold in 2003-04 (13 and 79 respectively in 2002-03) reflecting both the use by customers of electronic publications and AICS moving online in January 2004. All other NICNAS printed materials are available free-of-charge to industry. A total of 189 new chemicals reports completed by NICNAS in 2003-04 were made available to the public free-of-charge. Ongoing savings to industry are achieved by a focus on electronic publications.
	The move to place the Handbook for Notifiers and AICS online has led to savings to industry in the order of $20,000 over the past three years. Consolidated Summary Outputs/Resources Table An overview summary of key outputs against resources for each main output category is shown below. A summary of key outputs and resources for each output category is also shown below.