Dear Mr Soar,

I am writing to acknowledge receipt of your official information request dated 1st of February 2024 asking for information relating to The Splash Whanganui.

We received your request on 1 February 2024. We will endeavour to respond to your request as soon as possible and in any event no later than 1 March 2024, being 20 working days after the day your request was received. If we are unable to respond to your request by then, we will notify you of an extension of that timeframe.

If you have any queries, please feel free to contact me on (06) 349 0001 or by return email. If any additional factors come to light which are relevant to your request, please do not hesitate to contact me so that these can be taken into account.

Kind regards,

Hayley Fitzgerald

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Dear Mr Soar,

 

I refer to your official information request dated 1 February 2024
requesting information relating to The Splash Centre Whanganui.

 

The information you have requested is as follows.

 

1. Why is Splash regularly closing on Public Holidays other than Christmas
New Year?

As the facility is usually open 7 days a week, these types of closures
ensure staff receive breaks throughout the year. In the summer season,
when Whanganui East Pool is open, we have a team at this pool on several
of the summer public holidays so that the community can enjoy the summer
months in the outdoors.

 

2. Why does the website not show full and correct information about these
extra closures?

These dates can be found on the website here: [1]Home - Splash Centre this
is accurate as of the date of this email. The dates are also updated on
Facebook, our notice boards, newspaper, Whanganui District Council website
and our customer portal as they come up, as we are aware people don't
always check these details months in advance.

 

3. How has the new entry system made entry “more streamlined” when waits
of minutes are regular especially on weekends?

We are aware that for our members and concession card holders they may
currently be experiencing longer waits than they are used to, this is
acknowledged and we are working on a solution to fix this. In general,
wait times have reduced with the introduction of Learn to Swim to an
electronic process rather than a single book sign off. The waits
experienced vary depending on the time of entry, and longer waits
generally coincide with opening times and activities, we suggest using the
online portal to see public lane availability and fitness session times in
order to avoid waiting.

 

4. What plans are there to make the new system more streamlined as we were
advised it would be some months back?

Please see response to questions 3 and 8. Additionally, our Learn to Swim
customers no longer need to attend in person, to book classes. Term 1
enrolment for 2024 had 110 enrolments in 10 minutes vs a line out the door
on ‘rebook’ day. The wait time has reduced significantly for this group of
customers who account for approximately 25% of our repeat admissions
Monday-Saturday during school term.

 

5. How much did each new scanner cost?

The scanners have not been changed  - these are standard barcode scanners
used for all items purchased in the shop, they now are also utilised to
scan membership/concession cards.

 

6. Why is only one scanner used when lines of people wait often?

There are two scanners operational, when only one staff member is
operating the second till is able to scan, but is not able to take
monetary transactions. This still requires the staff member to tag the
person in. This interaction is important as it ensures we have correct
numbers of those in the facility and avoids people walking in without
scanning.

 

7. How much did the entry changes cost in total, not just the scanner
costs?

The change cost $7,600.00 and moves the facility to a single system across
Learn to Swim, Gym, Classes, and Front Counter. It also integrates the two
facilities (Splash and Whanganui East Pool) together and allows for
customers to interact in same manner both at Whanganui East and Splash
Centre.

 

8. How was the new system expected to benefit pool users when planned and
has this been achieved and if so how?

Below is what Council advised customers prior to the roll out and with
what has been achieved:

 

Online customer portal

Manage your own memberships – including suspensions while you are away -
Done

Purchase and top up concessions - Done

Book our Birthday Party Room - In progress and pending change in space.
Can be done in person and via email in interim

See live availability for lanes in the school pool and main pool - Done

See live availability for the hydrotherapy pool and gym area - Done

Book Learn to Swim assessments. - In progress

Learn to Swim enrolment - Done

 

Payments

We will be moving from automatic payments to direct debits for memberships
- Done

Learn to Swim will be by weekly direct debit or upfront payments. - Done

 

Communication

There will be trigger emails and texts – these allow for real-time updates
that affect our customers including closures due to maintenance, class
cancellations / changes and information relevant to customers depending on
how they use the facility. - Done, some tweaking required depending on
interactions.

 

Splash Cards

Members, concession card holders, Learn to Swim students and squad
swimmers will be issued with Splash Cards for scanning into the facility –
these will replace the current paper cards and must be presented each time
you come into the facility.- Done

 

Vouchers

Vouchers can be loaded onto cards, a convenient feature for those wanting
an easy gift, or to provide children with ability to buy snacks / food
from the front counter during their visit. - Partially done, some system
tweaks to load to card effectively, can be printed in lieu of having set
up contact.

You have the right to seek an investigation and review by the Ombudsman of
this decision. Information about how to make a complaint is available at
[2]www.ombudsman.parliament.nz or freephone 0800 802 602.

 

If you wish to discuss this decision with us, please feel free to contact
me on 06 349 0001 or by return email.

 

 

Yours sincerely

 

 

Hayley Fitzgerald

 

On behalf of

Rob Goldsbury

General Counsel

 

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