Zoological Parks Authority - Parliament of Western Australia - The ...

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Zoological Parks Authority ANNUAL REPORT 2012 Agency Performance – Report on Operations Directorate Reports Community Engagement Directorate continued In November 2011, various Perth Zoo staff and Docents received training in the new POWER method for developing presentations. More training will be delivered in 2012-13. The Zoo continued to produce and distribute its quarterly News Paws magazine with stories and information covering on-site and off-site programs and events. In 2012, the magazine underwent a design change with information tailored more towards parents with young children. This change followed a readers’ survey in which respondents asked for more information about animals at the Zoo, more pictures and less text. Around 12,500 copies are produced every quarter. The Zoo’s e-newsletters, ZooEd News (education newsletter) and efriends (for Perth Zoo members) were redesigned during the year. ZooEd News, produced and distributed three times in 2011-12, has 1,498 subscribers and is targeted at teachers. Visitor Feedback and Complaint Handling Customer feedback is an essential tool for the development and maintenance of services and an indicator of the quality of the Perth Zoo experience. The Zoo encourages feedback from customers in person, by telephone, in writing, via email, through its website and via customer comment cards available on-site. Service personnel (staff and volunteers) who interact with visitors also capture informal and anecdotal feedback. Where a complaint cannot be resolved in person, an investigation, response and resolution is coordinated under the Zoo’s Complaints Management procedures. All staff and volunteers are required to personally action or refer an in-person complaint for resolution and to record these on a verbal complaint form. Complaints received in writing or via email and through customer comment cards are directed through the complaints coordinator for investigation and resolution. All complaints are reported to the Chief Executive Officer and a summary provided with other Zoo feedback to the Board. Feedback provided by comment card (including complaints and suggestions for improvement) are provided electronically to staff for their reference. Public Feedback Appreciations Complaints Comments The feedback includes comments and suggestions, appreciations and complaints. During the reporting period, the Zoo received 576 comments, 120 appreciations and 128 complaints (down from 154 in 2010-11). The complaints included concerns about animals off display due to capital works, quality and cost of food available on site and visitors not happy with minor give-away prizes. 56
Zoological Parks Authority ANNUAL REPORT 2012 Agency Performance – Report on Operations Directorate Reports Community Engagement Directorate continued The adjoining Australian Wetlands and Penguin Plunge exhibits were closed for an extended period during the year to enable repair and refurbishment works following damage sustained in the 2010 hail storm. This major project – which included the replacement of the entire overhead netting and support infrastructure, and a new visitor boardwalk – required the transfer of all of the exhibit animals for the duration of the work. The baboons were also off display during an upgrade of their exhibit. To reduce the impact of the capital works and help people plan their visits, the Zoo provided advance information on its website and social media channels as well as at the main entrance about exhibits under renovation. Additional daily visitor experiences were also provided to help offset any disappointment resulting from essential capital works. Actions resulting from customer feedback included a review of service levels provided by our third party service providers (food and beverage, amusement rides and entertainment providers). Customer comments and satisfaction in relation to food and beverage improved in 2011-12, potentially as a result of this work. The Zoo’s annual market research conducted in March/April 2012 showed a significant increase in visitor satisfaction with the quality, price and variety of food provided by the café. Horticulture The horticultural team is responsible for the maintenance and development of the Zoo’s botanical collection and also plays an important role in exhibit design, habitat simulation and the provision of animal fodder. Horticultural components of capital projects in 2011-12 included: renovation of the outdoor baboon exhibit area; re-landscaping of the Australian Wetlands exhibit; renovation of the bird-attracting garden next to the marquee site; development of a new garden around the savannah outlook tower; and garden renovations around the new solar installation. During the year, Perth Zoo was invited to add its plant collection details to the Botanic Gardens Conservation International (BGCI) website (http://www.bgci.org/global/) – the world’s largest plant conservation network. BGCI is an international organisation focused on the world-wide conservation of threatened plants, the continued existence of which are intrinsically linked to global issues including poverty, human well-being and climate change. 57 A Melbourne Zoo horticulturist visited and worked with Perth Zoo staff during September 2011. The visit provided the opportunity to exchange ideas and learn from another Zoo’s methods. Twenty visiting US Navy personnel volunteered their services to assist with landscaping in the Rainforest Retreat as well as assisting with work at the Zoo’s Byford property where fodder is grown for various animals. Perth recorded another very hot summer with eight separate heat waves which is twice the usual number. As a result, the Zoo saw the increasing impact of climate extremes on its non-endemic trees and there were a number of large limb drops and numerous smaller ones over summer. The Zoo undertakes a tree risk management program and trees are regularly assessed by horticultural staff and expert aboriculturalists. Where necessary, limbs are removed and, in extreme circumstances, a tree may need to be removed.
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