Department of Transport Annual Report 2010 - 2011

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New boat ramp at Carnarvon Work has commenced on a new boat ramp adjacent to the yacht club on Harbour Road in Carnarvon. The boat ramp consists of a two lane ramp complete with two holding jetties and parking for about 80 car and trailer units. These new additions will assist in the efficient use of the facility at peak times. The project has an estimated total cost of $3 million and will be carried out in three stages. The first stage marine works contract including ramp and jetties was completed in June 2011. MRWA has been engaged to undertake the stage two car park construction works. The final stage of the project involves paving, installation of signage, construction of a toilet block and fish cleaning facility, which will be completed following completion of stage two. The project is funded from the Royalties for Regions program. Telecommunications technology The customer contact centres telecommunications systems upgrade project was completed in 2010-11. The upgrades are providing customers with greater flexibility to make enquiries and payments to DVS. Upgrades include substantially increased capacity and a new interactive voice response system allowing for enquires utilising voice recognition. The current options also include demerit point information and associated offences details, payment details and processing payments, all available at any time, without needing to speak to operators. Payment security BPOINT, an Internet and telephone credit card payment system, was introduced for the payment of traffic infringements. BPOINT provides customers with the ability to pay traffic infringements via credit card at any time and, in the first three months of operation, more than $6 million was collected through 50,000 transactions using this payment channel. 18 Customer service DVS’s commitment to improve and refine customer service levels through enhanced frontline and online customer contact is illustrated by the following achievements. Improved workforce management in the DVS call centre as well as other initiatives to streamline services has produced the highest service level in more than seven years. This was achieved in the March 2011 quarter by meeting its target of 80 per cent of calls answered by a consultant within 60 seconds. A marked improvement on the same period in the previous year when the average customer waited nearly seven minutes and only 13.1 per cent of calls were answered within 60 seconds. A new licensing service for Meekatharra residents was opened in March. DoT signed an agreement with the Meekatharra Community Resource Centre to become the new DoT agent to provide driver and vehicle licensing services for Meekatharra and surrounding areas. This landmark agreement not only provides a more convenient solution for everyone in the community but also allows for a not-for-profit organisation to provide online licensing services on behalf of DoT. A new enhanced website was rolled out in 2010-11, with further improvements made throughout the year including self-service initiatives such as the online demerit points enquiry, designer plates enquiry tool, driver licence status, vehicle registration enquiry, account details enquiry and the introduction of smart forms. Further online initiatives giving customers greater choice will continue to be rolled out in 2011-12. Self-service web kiosks were installed in all nine metropolitan DVS centres, with the aim to help reduce the number of people waiting to be served by a customer service officer. The kiosks encourage the use of online services by providing customers with the option of paying their account by credit card or making online enquiries such as checking vehicle or driver’s licence status without waiting to be served. A total of 16, 916 new Country Age Pensioner Fuel Cards (CAPFC) were issued in 2010-11 as part of the expanded CAPFC scheme. The total number of cards currently issued is 43,187. Existing cards will expire 30 June 2011, and on 1 July those existing cardholders who remain eligible will have their fuel card renewed for 2011-12. Preparation for the renewal process has been completed and the cards will again carry a value of $500.
Driver safety The new novice driver graduated demerit point system was introduced in 2010-11 with a reduced number of demerit points available to learner and P-plate drivers. This initiative was a result of recommendations from the Road Safety Council and concerns about the high number of novice drivers involved in road crashes. Improving road user behaviour is critical in saving lives and preventing injuries. The reduction in the number of available demerit points is designed to encourage novice drivers to think about their driving habits and change their driving behaviour. A safe driving course has been developed by DoT to be delivered by WA Police or other suitably qualified facilitators. It is based on the defensive driving course used in the Ngaanyatjarra Lands pilot program. It offers eligible customers aged 25 and over, living in specified remote communities, an alternative to completing the 25 hour supervised driving requirement of the Graduated Driver Training and Licensing System. Vehicle safety Commencing 2010-11, certain vehicles are eligible for an exemption from an annual inspection for up to 39 months. Eligible vehicles are low risk factory-new rental industry vehicles. These vehicles are generally under a manufacturer’s warranty and are regularly maintained to comply with this warranty. In addition, these vehicles generally do not exceed 60,000 km over a three year period and most are situated at mine sites operating under stringent mine site regulations. This initiative involved close consultation with the Motor Trade Association, representing the rental vehicle industry, as well as drafting legislative changes to allow for the exemptions. Business efficiencies In 2010-11 DVS formed a unique temporary partnership with the Motor Trade Association and RACWA that allowed authorised repairers belonging to either organisation to check hail damaged vehicles. The arrangement helped deliver more choice to consumers and allowed for the expedient processing of thousands of vehicles damaged by the March 2010 hail storm. It also assisted in mitigating the impact of the enormous demand placed on DVS vehicle examination centres. New training facilities have been built to increase capacity; integrating new technologies that help deliver improved training to new and existing DVS staff and agents. Legislation The Road Traffic Legislation Amendment (Information) Bill 2010 was passed by Parliament and the Governor has assented to the Bill. The amendments are currently awaiting proclamation allowing supporting regulatory changes to be completed. These amendments to the Road Traffic Act 1974 deal specifically with access to driver and vehicle licence information, the disclosure of driver’s licence photographs and the requirement for learner’s permit photographs. Implementation of Trade Plates (replacing Dealer Plates) occurred in late 2010. This is part of the move to align Western Australia with other jurisdictions and provide a title more reflective of their wider usage. The transition to Trade Plates is marked by a new number plate design and amendments to the Road Traffic (Licensing) Regulations 1975 and Road Traffic (Charges & Fees) Regulations 2006. Navigational safety at the North West Shelf development DoT, in conjunction with the Commonwealth Government, has progressed the development of an integrated navigational management system for shipping in the North West. Due to the increase of mineral and petroleum developments and associated shipping, the North West was identified as an area that required management plans to mitigate risks that might impact on the economy and the environment. DoT and the Australian Maritime Safety Authority undertook a joint initiative to identify particular areas and locations that require risk mitigating plans to be developed. With all consultative processes with State, Commonwealth and industry stakeholders now complete, a set of recommendations, joint policies and project plans to risk manage the North West waterway have been agreed upon. It is anticipated that implementation will begin in November 2011 19
Page 1 and 2: Annual Report 2010 - 2011
Page 3 and 4: Contents Overview of agency ii Stat
Page 5 and 6: Director General’s foreword The D
Page 7 and 8: In the Passenger Services Business
Page 9 and 10: 1,815 23,241 Income by category $18
Page 11 and 12: Department of Transport Executive D
Page 13 and 14: Other legislation and regulations a
Page 15 and 16: Outcome 2: Vehicles and road users
Page 17 and 18: Services and key effectiveness indi
Page 19 and 20: Milligan Street Secure Taxi Rank up
Page 21: New managing contractor agreement -
Page 25 and 26: Aquatic use review DoT, in partners
Page 27 and 28: Cycling infrastructure The Perth Bi
Page 29 and 30: Implementation of rail and road inv
Page 31 and 32: Development of new port capacity Th
Page 33 and 34: Transport energy Growing concerns a
Page 35 and 36: Financial targets: Actuals compared
Page 37 and 38: Comparative industry benchmarks DoT
Page 39 and 40: Compliance with public sector stand
Page 41 and 42: Employment and industrial relations
Page 43 and 44: Freedom of information Freedom of i
Page 45 and 46: Requirement 3 - The efficiency and
Page 47 and 48: Opinion In my opinion, the financia
Page 49 and 50: Financial Statements Statement of C
Page 51 and 52: Statement of Changes in Equity For
Page 53 and 54: Schedule of Income and Expenses by
Page 55 and 56: Summary of Consolidated Account App
Page 57 and 58: (c) Reporting entity The reporting
Page 59 and 60: (f) Property, plant and equipment a
Page 61 and 62: (k) Financial instruments In additi
Page 63 and 64: (ii) Provisions - other Employment
Page 65 and 66: Correction of prior period error Mo
Page 67 and 68: 7. Accommodation expenses 2011 $ 00
Page 69 and 70: 14. Income from State Government 20
Page 71 and 72: 18. Receivables 2011 $ 000 2010 $ 0
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21. Property, plant, equipment, veh
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24. Construction in progress 2011 $
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29. Other liabilities 2011 $ 000 20
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32. Resources provided free of char
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35. Events occurring after balance
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(d) Operating revenues Total income
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(d) Operating revenues Total income
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37. Financial Instruments (a) Finan
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(b) Financial instrument disclosure
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38. Remuneration of senior officers
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Perth Parking Licensing Account 201
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Taxi Industry Development Account 2
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45. Administered assets and liabili
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Departmental desired outcome 1: An
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Percentage of regional airports rec
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Rate of serious rail accidents per
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Key efficiency indicators Average c
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Departmental desired outcome 2: Veh
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The key efficiency performance indi
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Departmental desired outcome 3: Int
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Efficiency key performance Indicato
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Driver and Vehicle Service Centres
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Department of Transport Annual Report 2010 - 2011

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