Annual Report 2008-2009 - Department of Transport

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Road safety
The Department, through its Licensing Business Unit, has a primary
focus of ensuring the State has safe drivers driving safe vehicles on safe
roads. To deliver this focus, our workforce strives continuously to improve
the level of customer service and interaction through the Contact Centre,
our metropolitan and regional licensing centres, licensing agents, vehicle
examination centres and authorised inspection stations located throughout
Western Australia. The Department also plays an important role providing
information to assist law enforcement agencies and other authorised
agencies.
www.transport.wa.gov.au/licensing
Delivery outcomes for the Licensing Business Unit
The Licensing Business Unit’s overall performance in key outcome areas
during 2008–09 has been solid and a strong indicator of further progress
towards its long-term service delivery goals. Some highlights are:
• the total number of financial transactions has increased by 3.75 per
cent with internet transactions increasing by 42 per cent;
• the number of practical driver assessments has increased by 1.7 per
cent to 127,800 in 2008–09;
• the number of vehicle licences issued increased by 7.4 per cent to more
than 2.3 million;
• the Licensing Centre at Willagee was refurbished and extended, and
the new Osborne Park Vehicle Examination Centre is due to open in late
October 2009; and
• the Department will be introducing B-PAY as a payment option in late
2009, which should further enhance service delivery.
www.transport.wa.gov.au/licensing
Collection of revenue
In 2008–09, the Department’s Licensing Business Unit collected
$1,465,581,227 in revenue which included:
• Third Party Insurance Surcharge on behalf of the Insurance Commission
of Western Australia;
• Stamp Duty on the licensing and transfer of vehicles contributing to the
Consolidated Fund;
• motor driver’s licence and vehicle registration fees; and
• fees for the provision of identity cards.
The refinement of this revenue collection role is critical to the ongoing service
improvement programs the Department is progressively implementing.
Improved access to online and interactive voice recognition (IVR) phone
payment options has seen these revenue streams increase to 23 per cent
of the revenue collected in 2008–09, the second largest revenue stream for
the Licensing Business Unit. The growth of these modern, user-friendly and
convenient payment options has allowed our Contact Centre and licensing
centres to optimise their interaction with personal customers, leading to
improved levels of customer service.
*This activity also relates to Goal 5.
www.transport.wa.gov.au/licensing