Roads and Maritime Annual Report 2013
Total Page:16
File Type:pdf, Size:1020Kb
Operational performance– Customer Operational Performance 11 Customer Roads and Maritime objective: The customer is at the centre of everything we do Roads and Maritime provides a range of services to customers such as vehicle and vessel registration and licensing, supplying up-to-date and accurate travel time information, and delivering traffic alerts and updates. Roads and Maritime strives to engage with customers and the community to understand their needs and consider these when making decisions. Enhanced services Live Traffic website Real time information services The Live Traffic website was Capturing customer feedback developed to provide Roads and The travel time information service Maritime customers with access displays real travel time information A pilot Customer Liaison Team was to the latest information about on variable message signs to road established in early 2013. incidents, road works, major events, users to help them to plan their trip The team deals directly with fires, floods and alpine conditions. and choose the best way to travel. customers and local communities Access to camera images, travel The service was expanded in 2012– and engages relevant divisions times and trip planning helps 13 to the Newcastle Freeway (F3), and external organisations, motorists plan their journeys and Westlink M7 and Western Motorway such as councils and local MP make informed travel decisions. (M4). offices, to find solutions for our In March 2013, a new Live Traffic customers enquiries and concerns. iPhone application was released, Roads and Maritime uses the which provides customers with customer feedback to help inform access to the site and personalised decision making. alerts for frequently travelled routes. Table 10. Roads and Maritime website statistics 2012–13 Website No of page views No. of unique visitors[1] Top five pages viewed Roads 79,660,930 10,691,633 Home, Practice Driver Knowledge Test, Online Services, Licensing, Registration Road Projects 2,903,015 287,297 Home, Pacific Highway, Browse Projects, Pacific Highway – Port Macquarie to Coffs Harbour, Hunter Expressway GEARED (young driver) 1,002,238 240,831 Home, Licence, Rules for L and P Plate drivers, Getting your Ls, Getting your P2 licence Maritime 3,859,345 660,698 Home, Boating Knowledge Quiz, Boat Licences, Web Camera Trial, Boat Registration [1] Unique visitors: This is the number of unduplicated (counted only once) visitors to the website over the course of a specified time period. 12 Roads & Maritime Services Annual Report 2012–13 Passenger transport online through the Roads This information assists in improving information services and and Maritime Online Services the efficiency and productivity of systems (PTIPS) website significantly reduce the freight industry. operational costs associated with In November 2012, an SMS service manually processing transactions Integration of Maritime that provides bus passengers with in registries. real time bus arrival information Customer Service Centres In December 2012, Roads and was launched. This information is Roads and Maritime successfully Maritime launched the NSW provided by PTIPS, a Roads and managed the integration of all 29 Rego iPhone Application that Maritime system that gives priority Maritime Customer Service Centres allows customers to look up the to buses at traffic signals by altering into registries by December 2012. the sequencing and timing of registration status of a vehicle, the signals. the location of a vehicle safety Maritime customers can now inspection station, renew their complete boat licence and vessel The success of the SMS service vehicle registration and set a registration transactions and motor led to the provisioning of real time registration reminder in their vehicle transactions at any of bus data to the public to support calendar. As of 30 June 2013, these registries. smartphone applications, which there had been more than were developed by selected 83,000 downloads of the NSW commercial developers. As of Rego iPhone Application, over Taxi licences 30 June 2013, there were a total 523,000 registration searches Roads and Maritime issued 57 of seven smartphone applications, carried out and almost 27,000 annual taxi licences by tender for with more than two million registration renewals. Sydney and the Richmond/Windsor downloads combined. fringe area. In May 2013, a redeveloped online Test Booking System was Maritime alerts launched. The system incorporates Service NSW customer recommended usability The Maritime alert system helps improvements, including a new Service NSW is the new boat owners and rock fishermen in booking availability search function organisation that will make it easier their trip planning and preparation. and the provision of maps and for customers and businesses to The free online email subscription directions to registries. access government services. In service delivers weather alerts 2012–13 Roads and Maritime worked and expiry date reminder emails In 2012–13, 50.3 per cent of eligible closely with Service NSW to prepare for important safety gear such as transactions (up from 44.9 per cent for the transition of a number marine flares, emergency position in 2011–12) were completed through of services. indicating radio beacons and the Roads and Maritime Online inflatable lifejackets. Services website. This equates to Photo ID scheme 5.3 million transactions and $1.55 As of 30 June 2013, 2032 people billion of payments. had subscribed to the Maritime The NSW photo card is a voluntary card for people who do not hold alert service. In the same period, the Maritime a current NSW Driver Licence, or Division processed over 50,000 other form of photo identification, renewal transactions online, which Online transactions to prove who they are. It may be equates to 11.8 per cent of all online used to help access a number Roads and Maritime launched its renewal transactions and $7.09 of everyday services such as refreshed Online Services website million in revenue. in June 2013 to replace myRTA.com sending or receiving international and make it easier for customers to mail, opening bank accounts and interact with the agency. Improved access maps entering licensed premises. In response to customer feedback, As the leading transactional Roads and Maritime introduced Roads and Maritime improved government website in NSW, the the free NSW Photo Card to access maps, including Restricted Online Services website allows NSW Senior Card Holders and Access Vehicle interactive maps, customers to access a range of Carer Allowance recipients in Intelligent Access Program Higher services and complete transactions November 2012. Mass Limits maps. online. Transactions completed Operational Performance 13 myPlates services Elimination of registration stickers for light vehicles To better meet the needs of myPlates customers, Roads and In 2013, registration stickers for light Maritime introduced alternative vehicles were abolished. Customers payment channels for myPlates continue to receive renewal notices transactions and secure, prior to registration expiry as per direct delivery of personalised the previous process, but were no myPlates products. longer required to display a label on their vehicle from 1 January 2013. Aboriginal Driver The objectives of the progressive change were to increase efficiencies Education Program and respond to customer needs. Roads and Maritime developed and As a result, online transactions distributed a new communication increased by 15 per cent. resource specifically designed for the Aboriginal community. The Aboriginal Driver Knowledge Test, Listen and Learn, booklet and audio CD have been disseminated to all NSW registries, NSW Aboriginal Medical Service centres, Local Aboriginal Land Council offices, TafeNSW institutes, community employment organisations and various government agencies, including the Department of Family and Community Services. Overseas driver licences In February 2013, Roads and Maritime added nine countries to the list of recognised countries for converting to a NSW driver licence under the experienced driver category. Improve tolling services In 2012–13, Roads and Maritime offered customers a second and third E-Toll tag with no tag deposit to pay. This initiative was developed to help customers who travel in a number of different vehicles to get ready for ‘No Tag Fees’ that are passed on to customers from 1 June 2013. 14 Roads & Maritime Services Annual Report 2012–13 Operational performance– Travel Operational Performance 15 Travel Roads and Maritime objectives: The door-to-door movement of people and goods is efficient and reliable Roads and Maritime delivers a range of travel solutions to optimise the movement of people and goods throughout the road and maritime networks. This includes enhancing the existing networks, improving on these networks by putting new infrastructure in place and by working to optimise operations. Roads and Maritime also supports road-based public transport solutions to move people by the most efficient and sustainable means. Improving infrastructure • Great Western Highway upgrades Great Western Highway at Lawson and Wentworth Falls. Roads and Maritime is providing In 2012–13, Roads and Maritime new and improved road and completed the environmental Environmental waterway infrastructure to enable impact assessment determination the safe and efficient movement of impact assessments for the Forty Bends upgrade near Lithgow. people, goods and services. Roads and Maritime completed the environmental