T H E G O V E R N M E N T O FW E S T E R NA U S T R A L I APublic TransportAuthoritystrategic plan2009-2013
To increase the use of publicourtransport throughpurposethe provision of customer-focussed, safeand cost-effective passenger transport services.
The Transport PortfolioThe Government of Western Australia iscommitted to improving the service deliveryof an integrated public passenger transportsystem and increasing the uptake ofservices by the public.The Public Transport Authority (PTA) formspart of the Transport Portfolio. The Portfolioaims to achieve the following objectives:hh Improving service delivery and governancein the operational transport areas.hh Promoting the benefits of public transportservices for prospective passengers andthe environment.hh Increasing the confidence in the publictransport system.hh Ensuring an efficient and accessiblepublic transport system.Key Agency OutcomeIncrease the use of public transport.Output 1Output 2Output 3Output 4Metropolitan andregional passenger serviceCountry passenger railand coach serviceRegional schoolbus serviceRail corridor and residualfreight issues managementOutcomeshh Customers who are satisfied with the quality of services.hh Increased use of public transport.hh An extremely high safety standard.hh A committed workforce prepared for current and future needs.hh A cost-effective service.hh Effective organisational management.hh The long-term value of the rail corridor is protectedand the railway remains fit for purpose during and afterthe current lease.hhResidual freight issues managed effectively.customer service charterhh The PTA is committed toproviding a quality passengertransport service to the public.hh Our bus, train and ferry staffand contractors are focussedon delivering safe andreliable services.hh Our staff and contractors willtreat customers in a respectfuland professional manner.hh Our buses, trains, ferriesand facilities will be clean andwell presented.hh Current information about allPTA services will be availablefrom customer service staff,brochures, timetables, our callcentres and our website.hh The PTA will plan and reviewpassenger transport services inconsultation with the communityto get the best results.hh The PTA will plan and providetransport systems thatrespect the environment andimprove sustainability.hh To help us improve our serviceswe value your feedback on ourPTA Commentline, 13 16 08,or via our web links,www.pta.wa.gov.au or forspecific Transperth business,www.transperth.wa.gov.au
our aimTo make public transportan attractive and sustainable choicefor connecting people and places.
Customer-FocussedServicesKey Objectives1. Understand the needs and expectationsof customers, and potential customersand provide choices in accordance withcost-effective practices.2. Ensure PTA and its representativeservices have a stronger customer focus.3. Recruit and develop our people toprovide a high standard of customerservice and to communicate effectivelywith passengers and staff.Major Strategies1. Develop a program to reinvigorate andencourage all staff to live the customerservice charter.2. Analyse customer complaints, concernsand feedback and address these on theInternet through a “why is it so” section(e.g. demand vs resources).3. Roll out better passenger information atkey train/bus locations.4. Develop and publish FAQ/fact sheets.Business PerformanceKey Objectives1. Make Business Excellence how wedo business to develop measurablebusiness KPIs.2. Embed the Business ExcellenceFramework.3. Ensure information and knowledgesystems are integrated where appropriateand support service delivery.Major Strategies1. Continue business improvement usingthe Business Excellence Framework(including gap analysis) – divisionalbusiness planning.2. Research and identify good knowledgeand information systems and practicesi.e. what do other agencies do?3. Develop ways to better use datainformation to make decisions.4. Communicate, educate and demonstrateBusiness Excellence Frameworkprinciples and practices – walking the talkfor all PTA personnel.Communication andMarketingKey Objectives188.8.131.52.Educate and engage the communityabout the benefits of public transport.Influence decision-makers on the benefitsand costs of public transport.Deliver information to customers whenthey need it and how they need it.Improve internal and externalcommunication across the organisation.Major Strategies1. Identify a range of key third-partyinfluencers with whom we can workto promote the public transportmessage and contribute to relevantcommunity debate.2. Work closely with the Department ofEducation and Training to build publictransport messages into the schoolcurriculum.3. Explore and implement new technologyto expand our customer base.4. Develop and promote internally a rangeof key messages to enable staff topromote public transport and the PTA.our key result areas
our valuesWe value and respect our customers,suppliers and each other.We are committed to safety.We encourage one another to reach our full potential.We are honest and exhibit high levels of integrity,openness and ethical behaviour.We recognise and reward achievement,initiative and innovation.We strive for continuous improvementin everything we do.We are environmentally responsible.
Our PeopleKey Objectives1. Attract, retain and develop the rightpeople with the right skills.2. Demonstrate, develop and deliverleadership and management skills acrossthe organisation.3. Create a one-culture organisation.Major Strategies1. Continue workforce planning process.2. Develop an employee integration strategyto promote a single culture.3. Define values and expectations ofmanagers and supervisors, and include inthe PDP process.4. Refine the current leadershipdevelopment program.InfrastructureManagementKey Objectives1. Develop a rolling, 20-year plan for anintegrated transport system.2. Engage in greater internal and externalplanning coordination.3. Deliver and manage assets that are safe,accessible, reliable and managed on awhole-of-life cost basis.Major Strategies1. Better coordinated and utilised systemsand processes (include lessons learnt).2. Implement the forward planningstages of the WA Government ProjectManagement Framework 2008.3. Coordinate knowledge of capital andoperating to address whole-of-lifeperformance.4. Define coordinated asset replacementprogram for 20-year horizon.5. Secure and defend strategic assets, land,rollingstock, depots and facilities.
T H E G O V E R N M E N T O FKey Performance IndicatorsMeasures1 Use of public transport increasesPassenger per service kilometreMetropolitan service coverageInitial boardings2 Service reliability is maintained at a high level Customer satisfaction index3 Customer satisfaction is maintainedService reliabilityCustomer perception of safety4Safety incidents per millionpassengers decreaseNotifiable occurrencesLost-time injury/disease (LTI/D incident rate)Lost-time injury severity rateReturn-to-work ratePercentage of managers trained in OSH andinjury-management responsibilitiesPass service inspections (school buses)5Assets and financial resources are managedeffectively to meet business objectivesOperating cost per passengerkilometre / or students carriedAsset utilisation6 Increase in staff engagement Absenteeism and turnover rate7 Improve diversity across the workforce Diversity index8Management systems are continuallyreviewed and improvedBusiness Excellence Framework - percentageof identified gaps closed and improvedLease breaches9 Obligations under the lease are adhered toFive-year independent audit10 Residual freight issues are managed effectively Total cost of managing residual freight issuesW E S T E R NA U S T R A L I APublic TransportAuthorityPublic Transport Centre, West Parade, Perth, WA 6000PO Box 8125, Perth Business Centre, Perth, WA firstname.lastname@example.orgTelephone (08) 9326 2000