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, 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 • 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 impact assessment In 2012–13, major road projects Construction of the final project determination for eight projects in included: required to complete a four-lane Sydney and the Central Coast: highway between Emu Plains · Pacific Highway and Katoomba commenced • Schofields Road Stage 2, at Bullaburra. · Great Western Highway Tallawong Road to Veron Road Work on the Bullaburra to · • The Northern Road, Camden Wentworth Falls and Woodford Valley Way to Bringelly · to Hazelbrook projects continued • Alfords Point Road, Brushwood and the Lawson upgrade and · Drive to Georges River Wentworth Falls East project was opened to traffic. · Hunter Expressway • Old Wallgrove Road, M7 Motorway to Erskine Park · WestConnex. Link Road Hume Highway Construction also commenced on: The Hume Highway between • Werrington Arterial Stage 1, Sydney and Melbourne is a major • , Bringelly M4 Motorway to Great interstate corridor, carrying 20 Road to Oran Park Drive Western Highway million tonnes of freight every year. • Richmond Road, Bells Creek to • Pacific Highway/Wyong Road The duplication of the Hume Townson Road intersection upgrade Highway included the construction • Schofields Road, Windsor Road to • Sparks Road, new intersection to of 26 major bypasses in NSW, Tallawong Road. support Warnervale town centre which reduced noise and other traffic impacts on communities, by Roads and Maritime opened the • Terrigal Drive, Charles Kay Drive removing large trucks from local following projects to traffic: intersection upgrade. roads and towns.

• Pacific Highway bypasses of In June 2013, Roads and Maritime Kempsey and Bulahdelah celebrated the imminent completion of the Hume Highway • M2 upgrade, Windsor with a community day at the Road Ramps Holbrook Bypass.

16 Roads & Maritime Services Annual Report 2012–13 Upgrade to the Princes • Intersection widening at Cameron Improving the efficiency Highway from Gerringong Park Drive – opened to traffic in of the road network to Bomaderry April 2013

At June 2013, construction activities • Lake Road and Douglas Street Bus infrastructure including relocation of utilities, intersection upgrades – opened priority projects bridge piling and superstructures, to traffic in June 2013. haulage roads, side tracks, Roads and Maritime plays a critical In September 2012, Roads and retaining walls and drainage culvert role in maximising the efficient use Maritime undertook and completed construction works were under way of road space and encouraging a feasibility study for a New England on the Gerrigong upgrade. greater use of buses. Highway bypass of Singleton. The The public display of the Foxground preliminary feasibility study was Together with TfNSW, Roads and and Berry Bypass environmental released by the Minister for Roads Maritime is working on 43 strategic assessment was completed in and Ports in June 2013. bus corridors across the Sydney December 2012. metropolitan area. Bus priority measures such as continuous red Northern NSW bus lanes and bus priority at traffic Central Coast In January 2012, the government lights are being implemented on priority corridors. This will improve In February 2013, the recommended announced a short list of six options the reliability of bus services and route for the Narara to Lisarow for rebuilding the Grafton Bridge. reduce bus journey times. upgrade, Manns Road to Railway The recommended preferred option Crescent was announced and was announced in December 2012 In 2012–13, the following projects construction continued on the and displayed for public comment in the bus priority program were Central Coast Highway, Matcham until March 2013. The Minister for completed: Road to Ocean View Drive. Roads and Ports announced the • Pittwater Road, Bus preferred route in April 2013. The following projects were opened Lane Maintenance to traffic in 2012–13: WestConnex • Pittwater Road and • Central Coast Highway, Carlton Warriewood Road, Warriewood, Road to Matcham Road WestConnex is one of the NSW intersection improvements Government’s major infrastructure • Pacific Motorway/Wyong Road projects. It will include a 33 • Epping Road and interchange upgrade kilometre link between Sydney’s Balaclava Road, Marsfield, intersection improvements • Central Coast Highway west and the airport and Port Botany precinct. It is a NSW and Road • Balaclava Road, Agincourt Government commitment to intersection upgrade. Road to Epping Road, Marsfield, deliver WestConnex for Sydney in Northbound Bus Lane response to the recommendations Hunter from Infrastructure NSW in its State • Church Street, By Street to The Hunter Expressway project Infrastructure Strategy and it is Pennant Hills Road, North involves the construction of a provided for in TfNSW’s Long Term Parramatta, Southbound four-lane freeway link between the Transport Master Plan. Bus Lane Pacific Motorway near Seahampton In 2012–13, work on transport • Windsor Road, Hammers Road and the , west planning, urban renewal, to Thomas Street, Northmead, of Branxton. The new expressway infrastructure development, Northbound Bus Lane and will provide a new east-west environmental assessment, Bus Bay. connection between Newcastle and commercial and finance and the Lower Hunter and is the biggest communications commenced for Planning studies were carried out road infrastructure project to be the WestConnex business case. on the following bus corridors: built in the . • Sydenham, Mosman via CBD – In 2012–13, the following ancillary Metrobus 30 route work was completed for the Hunter Expressway project:

Operational Performance 17 • Burwood, Bondi Junction via • Old Windsor and Powers Driver Aid Services Sydney Airport – Corridor 29 Roads – widen Powers Road to provide additional dedicated Driver Aid Services patrol major • Chatswood, Dee Why via Frenchs left turn lane – opened to traffic roads and Motorways in the Sydney Forest – Corridor 15. December 2012 Metropolitan area, responding to unplanned incidents on the road • Parramatta and Concord Roads Pinch Point Program network and providing Traffic – extended eastbound right Emergency Patrol services to clear The Pinch Point Program was turn bay into Parramatta Road – incidents and maintain reliable established to improve traffic opened to traffic December 2012 traffic flow. flow and ease congestion on the • F3 Motorway and Pacific Highway In 2012–13, Driver Aid Services crews road network. – widen southbound exit ramp to attended a total of 21,653 incidents. Corridor studies initiated in 2012–13 provide triple left turn into Pacific include Parramatta Road, Hume Highway – opened to traffic Alpha-numeric Highway, Pennant Hills Road, James December 2012 route numbering Ruse Drive, Canterbury Road, • Princes Highway, Forest Road Henry Lawson Drive, Woodville In 2012–13 the NSW Government and Wickham Street, Arncliffe Road, Concord Road and Taren made a significant improvement to – implementation of tidal flow Point Road. how motorists can find their way scheme – opened to traffic across NSW. Roads and Maritime All 2012–13 projects scheduled for January 2013 began implementing a new system construction have been completed • Cumberland Highway – widen of alpha-numeric route numbering, including: southbound carriageway between which will make it easier for road • Hume Highway and Great Western Highway and M4 users to plan their trip, and will bring Campbelltown Road (Casula) – Motorway to provide increased NSW into line with Queensland and intersection improvements capacity in Cumberland Highway Victoria who are already using the at the M4 Motorway – opened to nationally-agreed system. • Parramatta Road, Concord – traffic March 2013 variable message sign The existing ‘shield’ route • Hume Highway and Hoxton Park markers are being replaced with • Parramatta Road and Frederick Road, Liverpool – extension a combination of a letter and a Street – extension of right of right turn bay into Hoxton number – either an M (motorway), turn bay Park Road – opened to traffic A (route of national significance) or April 2013. B (route of state significance). • Cumberland and Hume Highways, Liverpool – localised road widening of Cumberland Highway to extend the left turn slip lane and provide three right turn lanes – opened to traffic December 2012

• Hume Highway and Liverpool Street – widen Hume Highway to provide right turn bay into Liverpool Street – opened to traffic December 2012

• Hume Highway and The Horsley Drive – improvements to the left turn lane to allow safer turning of heavy vehicles – opened to traffic November 2012

18 Roads & Maritime Services Annual Report 2012–13 Case study: Pacific Highway upgrade

The Pacific Highway corridor connects Sydney At the end of June 2013, about 56 per cent of and Brisbane and is a major contributor to the final length of highway between Hexham Australia’s economic activity. The road is a vital and the Queensland border is now a four-lane piece of the nation’s infrastructure and is a key link divided road. in the National Land Transport Network. Key infrastructure opened between January and Since 2008–09, the Australian and NSW June 2013 includes: governments have agreed on a $7.92 billion program of work to upgrade the Pacific Highway • The 14.5 kilometre Kempsey Bypass to four-lane divided road standard. • The 8.5 kilometre Bulahdelah upgrade The $7.92 billion of funding will: • The Woolgoolga Creek Road, Bark Hut Road • Complete Priority 1 works (Newcastle to Port and Headlands Road overpasses on the Macquarie, Ballina to the Queensland border Sapphire to Woolgoolga upgrade. and near Coffs Harbour) Two major traffic switches were completed • Complete Priority 2 works (Port Macquarie between Sapphire and Woolgoolga which to Raleigh, near Coffs Harbour) opened about 12 kilometres of new highway to two-way traffic. • Complete planning, land acquisition, preliminary investigations and some enabling works for Priority 3 works between Woolgoolga and Ballina.

Case study: The Kempsey Bypass

The 14.5 kilometre Kempsey Bypass project is part kilometres long, making it the longest bridge in of the 40 kilometre Kempsey to Eungai project, Australia. Since opening to traffic on 27 March which extends from the existing dual carriageway 2013, the Kempsey bypass has significantly south of Kempsey to the existing dual carriageway improved safety and travel time for road users at Eungai Rail. and communities.

The Kempsey Bypass project was approved by Bypassing Kempsey and Fredrickton delivered the Minister for Planning in July 2008, and as safety and amenity improvements for local road part of the Building Australia Fund, the Australian users, pedestrians and cyclists by removing heavy Government announced that it would provide vehicles and highway traffic from town centres. $618 million for construction. Morning and afternoon peak travel times on the bypassed highway in Kempsey improved by about Roads and Maritime formed the Kempsey Bypass seven minutes. Alliance with Leighton Contractors, AECOM and Coffey Geotechnics to build the bypass. Abigroup The Kempsey Bypass Alliance has been was awarded a separate contract to design and recognised with major environmental accolades construct the 3.2 kilometre Macleay River and including the NSW Office of Environment and floodplain bridge. Heritage Sustainability Leadership Award and the Civil Construction Federation Earth Award. The Kempsey Bypass was opened to traffic in March 2013, a year ahead of schedule. The bridge over the Maclaey River and floodplain is 3.2

Operational Performance 19 Operational performance– Asset

20 Roads & Maritime Services Annual Report 2012–13 Asset

Roads and Maritime objective: Transport infrastructure meets acceptable standards

Roads and Maritime delivers maintenance and upgrade programs to ensure that infrastructure and assets are maintained in a sustainable, safe manner and to an appropriate standard. This includes regulating the access to Roads and Maritime networks to provide balanced, sustainable outcomes for all users.

Road assests Pavement rebuilding program Infrastructure condition and performance In the past year, Roads and Maritime Road asset management delivered the $176 million Pavement Roads and Maritime has changed achievements Rebuilding Program, including the the time of year that it collects reconstruction of: condition data for the road The extended wet weather pavements it manages to ensure impacted a number of road • Pacific Highway at Houston the best possible allocation of maintenance programs. Additional Mitchell Drive, Lake Cathie turnoff funds across the state and between funding was redirected to heavy – completed in November 2012 work activities. patching works to keep roads • Great Western Highway, east of open and safe during the extended This report contains estimated Reserve Road at Marrangaroo period of wet weather. Total results for 2013, actual results will – eastbound lane completed in expenditure on road maintenance be published on the Roads and May 2013 in 2012–13 was $933.2 million. A Maritime website in early 2014. further $243.2 million was spent • at Deniliquin on restoration of natural disaster • Ride quality – Measured using Road roundabout, Tocumwal – damage on state, local and Crown vehicle-mounted laser technology. roundabout opened to traffic roads across 104 council areas. Smoother roads provide a more June 2013. comfortable ride and reduce Key achievements in road asset the damage caused to the road management in 2012–13 include: Road maintenance by heavy vehicles. Smoother roads also cause less damage to • Resurfaced 3.42 per cent of the Key asset maintenance services vehicles and save fuel. asphalt pavement network delivered include: • Pavement durability – This • Resealed 9.32 per cent of the • Painting projects for the measures the amount of surface sprayed sealed network Sydney Harbour Bridge cracking on the road. Cracks let southern approach • Rebuilt 1.1 per cent of the State water in, which can soften the underlying road pavement and Road network. • Upgrades for the Sydney lead to premature deterioration. Harbour Bridge Electronic Lane Maintenance of state bridges, Control System including 28 major repairs, Figures 3 to 6 show ride quality and pavement durability performance replacement of eight bridge size • Construction of three overtaking for urban and rural State Roads. structures and the replacement of lanes on the Newell Highway, Pavement durability (Figure 5) on Beemery Bridge over Bogan River, north of Narrabri accounted for $232.6 million. A the rural network has been relatively further $154.9 million was spent on • Pavement strengthening works on stable over the past eight years corridor maintenance. Houston Mitchell Drive in the Port with the extent of road cracking Macquarie area. remaining at very low levels. Greater attention is required to minimise cracking on rural roads, which are more susceptible to variations in moisture. Urban roads (Figure 6) in general, display a higher level of

Operational Performance 21 cracking than rural roads but tend Roads and Maritime carried out • 466 lane kilometres of to be more resilient as they are significant asset maintenance works asphalt resurfacing made of manufactured materials on the State Road network during such as asphalt. The durability 2012–13, including: • 3420 lane kilometres of sprayed of urban roads has improved seal resurfacing. significantly over the past few years. • 611 lane kilometres of road pavement rebuilding

Figure 3. Ride quality (per cent ‘smooth’) on rural Figure 4. Ride quality (per cent ‘smooth’) on urban State Roads State Roads

94.0 90.5

93.8 90.0

93.6 89.5

93.4 89.0

93.2 88.5 Percentage Target Percentage 93.0 88.0

92.8 87.5

92.6 87.0 2006 2007 2008 2009 2010 2011 2012 2013 2006 2007 2008 2009 2010 2011 2012 2013 (est) (est)

Figure 5. Pavement durability (per cent ‘good’ Figure 6. Pavement durability (per cent ‘good’ durability) – rural State Roads durability) – urban State Roads

98.0 71.5

69.5 97.7 67.5

97.4 65.5

63.5 97.1 Percentage Percentage 61.5 96.8 59.5

96.5 57.5 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 (est) (est)

Figure 7 shows the recent level of pavement rebuilding activity. This indicator consists of rebuilding contributions from both the major infrastructure program (new works) and the asset maintenance program. Due to significantly increased funding, Roads and Maritime expects to achieve an improved level of pavement rebuilding in 2013–14.

22 Roads & Maritime Services Annual Report 2012–13 Figure 7. Rebuilding of road pavements

Past Trend Forecast • Completion of 28 bridge Long-Term Rebuilding Target (Maintenance + New Works) = 2.0 per cent 2.0 rehabilitation projects Long-Term Maintenance Rehabilitation Target = 1.75 per cent • Replacement of Beemery Bridge 1.5 over Bogan River

• Complete reconstruction of 1.0 Dunmore Bridge in Hunter Region Percentage • Painting of Wardell Bridge on the 0.5 Pacific Highway

• Maintenance painting of Patterson 0.0 2006 2007 2008 2009 2010 2011 2012 2013 2014 River Bridge and Beryl Bridge Maintenance New work • Building a new ferry wharf for Wymah Crossing. Managing a large asset base Roads and Maritime is also responsible for maintaining and Sydney Harbour Bridge The 185,477 kilometre NSW road operating: Around 13,250 m² of the bridge was network is a significant public asset, repainted in 2012–13. Work carried providing access across NSW for • 2330 school zone flashing out included paint removal and commuters, travellers, business light signs repainting of 8150 m² of southern and freight. • 3945 traffic signal sites approach spans and painting of The road system can be divided into 5100 m² of the main arch. • 10,000 street lights four categories: • 5287 bridges and major culverts ANZAC Bridge • 18,036 kilometres of Roads and and 26 tunnels Maintenance work started on the Maritime-managed State Roads ANZAC Bridge in November 2011 including 4317 kilometres of • 7 automated tidal flow systems and will take around two years the National Road Network, for to complete. which the Australian Government • 56,000 kilometres of longitudinal provides a funding contribution, linemarkings and other Bridge assessments and 147 kilometre of privately- pavement markings funded toll roads Roads and Maritime continues to • 2 million reflective raised evaluate the load carrying capacity • 2970 kilometres of Roads and pavement markers of its bridges to determine which Maritime-managed Regional and structures can safely take specific • 71,698 guide signs for major Local Roads in the unincorporated heavy vehicle types. As a result structures and 84,192 parking, area of NSW of these ongoing assessments a 66,018 regulatory and 39,181 further 12 structures were made • 18,259 kilometres of council- warning signs available for Higher Mass Limits managed Regional Roads, which • 9 vehicular ferry crossings (HML) access, resulting in greater receive significant state grant efficiency and productivity for the funds administered by Roads • Intelligent traffic systems heavy vehicle freight industry. and Maritime including 300 variable message signs, 141 variable speed signs and • 146,212 kilometres of council- Bridges for the Bush 864 CCTV cameras. managed Local Access Roads, The Bridges for the Bush Program funded by local ratepayers and was announced by the NSW Australian Government programs Bridge maintenance Premier in October 2012. The such as the Financial Assistance program is focused on improving Grants and the Roads to Over $232 million was invested freight productivity and road Recovery Program. in bridge maintenance and the rehabilitation of state bridges. Program delivery included:

Operational Performance 23 safety through the replacement of Lawrence Hargrave Drive, • Replacement of nine kilometres of and upgrade of key bridges in immediately north of the aging chain-wire fence with steel regional areas. Seacliff Bridge guardrail safety barriers

The program consists of 17 • In April 2012, a landslide on • Rehabilitation of 385 kilometres bridge projects. the Kings Highway, East of of table drains to improve Braidwood, brought rocks and road drainage. In October 2012, the first Bridges trees down onto the roadway. for Bush project, the upgrade of the Subsequently Roads and Maritime Road maintenance delivery Dunmore Bridge, was completed undertook a detailed investigation and opened to traffic. and carried out extensive Roads and Maritime continued preventative maintenance Construction on the Crookwell and detailed planning to contest the works to minimise the risk of Holman Bridges and the upgrade of delivery of road maintenance and further landslides Carrathool Bridge also commenced. other minor improvement works in the Sydney region to complement • Two slope failures in difficult the existing long-term maintenance terrain along the Road corridor maintenance contract that is already operating were completed allowing lanes in North Sydney. During 2012–13 The total maintenance expenditure to be reopened and speed extensive planning work and on corridor assets (including capital restrictions lifted. industry consultation was carried works) in 2012–13 was $154.9 million. Other slope stability works were out and a Request for Proposal Roads and Maritime delivered undertaken at various sites for new long-term contracts with $107.4 million of routine throughout NSW, including the private sector providers in the south maintenance for roadside assets, Sydney-Newcastle Freeway (M1), zone and west zone of Sydney was this represents a 7.3 per cent Pacific Highway, Great Western released in June. increase in expenditure in 2012–13. Highway, Galston Road, Barrenjoey Roads and Maritime continued Routine corridor maintenance Road, , the Alpine to work with 78 rural councils includes maintenance of drainage, Way, Mount Ousley Road and carrying out the maintenance of slope, rest area, noise wall, safety . sections of State Road network in barrier and fencing assets and regional areas. also vegetation management, Risk assessments were carried out litter and graffiti removal, incident on 503 slopes across the state to response, road sweeping and snow help prioritise future slope stability Funding assistance to local and ice removal. Heavy rainfall remediation works. councils led to prolific growth of roadside vegetation, weakening and scouring Culverts Roads and Maritime provides grants to local councils for works of slopes, an increase in the number The program to assess the on Regional Roads under a number of road incidents, additional condition of culverts on the state of programs. culvert blockages and occasional road network was progressed culvert failures. with a further 1721 of the highest Under the Block Grant Program priority culverts being risk assessed. $139.5 million was provided Slope stability An additional 1868 culverts to councils for the general Roads and Maritime remediated 34 were identified and added to management and maintenance of road cuttings, embankments and the inventory. Regional Roads. retaining walls at a cost of $21.5 In 2012–13, Roads and Maritime million to stabilise road slopes which A further $27.5 million was allocated rehabilitated 67 culverts across had failed, or were at risk of failure. to the Repair and Improvement of the state. Significant slope repairs undertaken Roads (REPAIR) program, under during the year included: which councils apply for additional Other works assistance on a 50:50 funding • Slope stabilisation and rock Work carried out within the road basis for major rehabilitation and revetment to protect against corridor programs in 2012–13 development works on Regional wave action along a section included: Roads. Projects are selected for

24 Roads & Maritime Services Annual Report 2012–13 funding on the basis of merit National Heavy Vehicle Significant maintenance works through the Regional Council Regulator (NHVR) completed in 2012–13 include: Consultative Committee process. The Heavy Vehicle (Adoption • Refurbishment of the old Huntleys of a National Law) Bill 2013 was Point Wharf Natural disaster repairs introduced into NSW Parliament • Repairs to the substructure of the on 29 May 2013 and assented on 25 The NSW Government funds repairs Manly Wharf ramp to Roads and Maritime-managed June 2013. State Roads damaged by declared • Refurbishment of the Manly Roads and Maritime continues to natural disasters. It also provides East wharf work with Commonwealth, State significant financial assistance to and Territory agencies towards the • Ongoing repairs to the Circular local councils to restore local and implementation of the NHVR, which Quay wharves and southern Regional Roads and bridges to their is expected by early next year. promenade concrete and timber pre-disaster condition. • Replacement of the Bayview Since late 2009, there have been an Park pontoon unprecedented number of natural Maritime assets disasters throughout NSW, with • Rebuilding of the Heritage section some communities impacted on a Wharf Maintenance Program of the Balmain (Thames Street) number of occasions by separate ferry wharf. disasters. In 2012–13, 104 of 152 local The wharf inspection and government areas experienced maintenance program continued natural disasters. during 2012–13. This includes Case study: general monthly inspections, During the year, Roads and Maritime Dunmore Bridge comprehensive structural allocated $243.3 million of NSW opening assessment, as well as electrical and Government funds to repair lighting, sewerage and hydraulic The Bridges for the Bush damage arising from declared inspections. This program involves Program involves removing a storms and floods. regular inspections of more than number of significant freight The extensive nature of a number of 100 maritime structures located in pinch points or bottlenecks these events means that restoration Sydney, Newcastle and Port Kembla caused by deficient bridges works will continue into 2013–14 in harbours, together with necessary at key locations. some cases. maintenance work. Eleven bridges will be replaced or upgraded over the next five years so that Figure 8. Natural disaster expenditure 2012–13 they can handle larger and heavier freight vehicles. Local roads A further six timber truss $167 million bridges will be upgraded to improve safety for State roads current traffic. $39.4 million

In October 2012, the first Regional roads Bridges for the Bush project, $36.2 million the upgrade of the Dunmore Bridge was completed and Crown roads $0.7 million opened to traffic.

Operational Performance 25 Operational performance– Access

26 Roads & Maritime Services Annual Report 2012–13 Access

Roads and Maritime objective: The accessibility of transport options is aligned to the needs of the community and economy

Roads and Maritime delivers initiatives to support access to public transport solutions such as buses, taxis, walking and cycling. Roads and Maritime also works to ensure our infrastructure meets the needs of customers, such as providing suitable access for mobility impaired travellers.

Public transport 2012 and was attended by on Higher Mass Limits routes on key industry, community and 1 December 2012, and by February government stakeholders. 2013, the driver training course Bicycle infrastructure was finalised. There are 14 trainers approved to deliver the course, and Bicycle riding is growing in High Productivity Vehicles popularity in NSW, with 1.05 million the Scheme was extended to all people riding their bikes each week. High Productivity Vehicles NSW State Roads on 1 March 2013. (HPVs) are a combination of Roads and Maritime initiated data Roads and Maritime continued a truck and trailer that shift collection to identify priorities the development and delivery of more freight more efficiently for extending the NSW Livestock the NSW bicycle network with the with greater environmental and Loading Scheme to local roads northern section of the Prospect to safety performance. Blacktown cycleway opening and and for funding for local council the completion of a revised Stage 1 In 2012–13, Regional Freight Industry bridge sign-posting program. By 30 concept design for the Naremburn working groups were established June, about 50 per cent of councils to Neutral Bay cycleway. to promote and achieve access (152) had responded to the bridge improvements for HPVs. data request.

Since July 2012, Roads and Maritime Road transport has been working to improve access Maritime infrastructure on local council roads for HPVs. Over-height vehicle program All six Livestock and Bulk Carriers Association priority routes have Better Boating Program Special conditions apply to over- undergone assessment or have Since 1998, the Better Boating height vehicles to reduce risk to been granted council approval. other road users, heavy vehicle Program has delivered more than drivers and road assets. $40 million in funding to support NSW Livestock more than 670 projects across New height signage was installed on Loading Scheme the state, including boat ramps, critical bridge structures, including public wharves and pontoons, The NSW Livestock Loading five sites in Sydney and six in the dinghy storage and sewage Scheme was established to enhance Northern and Hunter regions in pump-out facilities. productivity and protect jobs in the 2012–13. NSW meat and livestock industry. In January 2013, the Minister for The Scheme includes measures Roads and Ports announced a NSW Road Freight to minimise road pavement wear, package of successful grants to Industry Council protect vulnerable bridges and support access to boating facilities reduce the incidence of livestock for the amount of $4.45 million and The NSW Road Freight Industry vehicle rollovers. in May 2013, grants of $0.44 million Council was formed by the Minister were approved for the Sharing for Roads and Ports to focus on The NSW Government approved Sydney Harbour Access Program. operational and customer service the Scheme in September 2012 and issues. The first meeting of the enrolments opened in November Council was held in September 2012. The Scheme commenced

Operational Performance 27 In 2012–13, 72 projects were offered Better Boating Program grant funds, amounting to $4.9 million Case study: Sydney Harbour Commuter in total. Wharf Upgrade Program

Upgrades to The NSW Government is progressively upgrading ferry wharves commuter wharves across Sydney Harbour to improve ferry services for customers. Four upgrades were successfully completed in 2012–13. The new Wharf upgrades were completed wharf facilities provide better: for the following commuter wharves: • Safety with upgraded lighting, safety gates, rescue equipment and emergency help points • Neutral Bay Wharf – Wharf rebuild completed August 2012 • Ramps, gradients and turning space for people using mobility aids • Rose Bay Wharf – Wharf construction completed • Views to and from the wharves and a design that September 2012 complements the harbour outlook

• Balmain Thames Street Wharf • Comfort through undercover passenger waiting areas with – New wharf completed seating and protection from the sun, wind and rain February 2013 • Access for passengers, as they can now board and disembark • Huntleys Point Wharf – Wharf more quickly and efficiently, particularly at low tide. rebuild completed April 2013. Neutral Bay, Rose Bay, Balmain Thames Street and Huntleys Point wharves were completed in 2012–13.

28 Roads & Maritime Services Annual Report 2012–13 Operational performance– Safety

Operational Performance 29 Safety

Roads and Maritime objective: The safety and security of the transport system is maximised

Roads and Maritime manages important compliance schemes and initiatives to promote safe behaviours of users on our networks and to deliver safe transport outcomes.

Delivering safer roads

Safer Roads Program Point-to-point cameras continue to Five Star Trucking Safety be installed to enforce restrictions Rating System Analysis and site inspections were on heavy vehicle speeding in NSW. conducted to inform safety works This technology is also being used The Five Star Trucking Safety and upgrade identified black to enforce speed limits over long Rating System was designed to spots. Work carried out in 2012–13 stretches of road. encourage best driving practice and included: reward those operators who foster As of June 2013, 21 lengths were safe driving. • Vehicle activated safety signs for operating with four additional Nambucca to Urunga lengths under construction. In 2012–13, Roads and Maritime drafted a project mandate for a trial • New England Highway, Howards of the Five Star Rating System. Road Curve Realignment Red Light Speed was completed Camera Program Heavy vehicle compliance • New England Highway, Safety cameras are installed and enforcement program Whittingham, construction of to make intersections safer by road widening enforcing both speeding and red Roads and Maritime continued light compliance. As of June 2013, to work closely with NSW Police • Golden Highway at Ballimore, a red light speed cameras were to monitor heavy vehicle speed turning lane was constructed and operating at 108 intersections. compliance throughout NSW. This opened to traffic in August 2012 included providing a 24-hour access point for NSW Police personnel to • CENWEST (Great Western School zone flashing lights report instances of heavy vehicle Highway, speed non-compliance. and Mid-Western Highway). School zone flashing lights improve safety for children by warning An expression of interest was In 2012, combined efforts targeting motorists to slow down as they issued in June 2013 to review heavy vehicle speeding resulted in enter 40km/h school zones. intersections, delineation and a 79 per cent fall in the number of barriers to inform safety across Initially, flashing lights were to be heavy vehicles detected speeding at the Central West. installed at 179 school zones in more than 105 km/h. This reduction 2012–13. In March 2013, the NSW was a result of concerted efforts to Point-to-point cameras Premier announced an additional educate the heavy vehicle industry $2.5 million commitment to install about the social and economic Point-to-point enforcement flashing lights to an additional 101 costs of speeding and effective measures the amount of time it school zone sites by the end of compliance campaigns. takes a heavy vehicle to drive June 2013. between two points and then Multi-jurisdictional operations calculates the average speed of These additional sites were also involving the interception, the vehicle. If the vehicle’s average delivered, bringing the total to 280 checking and monitoring of heavy speed is higher than the speed limit for the year. vehicles are ongoing as part of for the length of the road, the driver Roads and Maritime’s efforts to will be fined for speeding. ensure heavy vehicle speed and safety compliance.

30 Roads & Maritime Services Annual Report 2012–13 In 2012–13, there were nine special In 2012–13, 90 projects were Maximising operations undertaken. As a result completed under the Federal Black boating safety of these operations 6480 heavy Spot Program and a further 68 were vehicles were intercepted of which completed under the State Black 128 were found to have non- Spot Program. National System for Domestic compliant speed limiter devices Commercial Vessel Safety (Engine Control Modules). Industry training program The National System for Domestic Roads and Maritime implemented and code of practice in the Commercial Vessel Safety aims the Heavy Vehicle Inspection tow truck industry to simplify commercial vessel Scheme (HVIS), which targets safety requirements by replacing Roads and Maritime introduced vehicles on-road and at Heavy existing state and territory laws a new tow truck driver training Vehicle Checking Stations (HVCS), with a common National Law. program and code of practice to ensure vehicles are registered During 2012–13, Roads and Maritime on 1 May 2013. Six Registered and meet safety standards. completed preparations for Training Organisations have been implementation of the National engaged to deliver the program. In 2012–13, the following System on 1 July 2013 in liaison The program contains new safety interceptions and inspections were with the Australian Maritime Safety procedures aimed at reducing carried out: Authority (AMSA), the National incidents, particularly on high Regulator of domestic commercial • HVCS vehicle intercepts 143,767 speed roads. vessels. Activities included training • HVIS vehicle inspections 104,669 and administrative changes to Electronic work diaries enable Roads and Maritime to • On-road intercepts 62,256 operate as a NSW delegate for An Operational Pilot of Electronic AMSA and enforce the new laws. • Inter-agency and targeted 31,677 Work Diaries and Speed Monitoring Systems for Heavy Vehicles was Roads and Maritime has established in 2010 as an alternative Boating safety compliance coordinated 10 heavy vehicle to the written work diaries used special operations with NSW Police The number of vessel safety for monitoring compliance with to promote vehicle compliance, compliance checks carried out by heavy vehicle fatigue regulations. improve road safety, and protect Roads and Maritime Boating Safety Funding of more than $5 million was the environment and road assets. Officers in 2012–13 was 45,348, provided under the NSW Road Toll As part of these operations, NSW a decrease of some 3100 checks Response Package. Police conducted Random Breath when compared with the previous Tests and drug tests on drivers The project was led by Roads period in 2011–12. intercepted for a compliance check and Maritime, for the NSW Centre The minor decrease in compliance and have shared the results with for Road Safety, and Transport checks may be partially attributable Roads and Maritime. In the 2012–13 Certification Australia was to a number of temporary operations, 2247 drug tests were contracted to conduct the pilot. completed with 16 positive drug organisational factors, including the tests, equating to less than one per The pilot was completed in 2013 rollout of a new on-water system for cent of drivers being detected for and found that electronic work capturing compliance information drug use. diaries are feasible from technical, and the associated training and operational and regulatory implementation phase of the perspectives, and have the project. In addition, organisational Black Spot Program potential to generate safety and change and the recruitment and training of new boating safety The Nation Building Black Spot productivity benefits. officers has had an impact on Program was introduced as part The pilot has been compliance checks. It is anticipated of the Australian Government’s recommended for adoption and that compliance checks will increase commitment to reduce crashes on further development. over the next financial year, as new Australian roads. staff and systems are bedded in.

A total of 2004 penalty notices were issued throughout NSW in 2012–13 for a range of offences.

Operational Performance 31 State-wide and Marine Compliance Taskforce regional education and and reforms Case study: compliance campaigns The Marine Compliance Taskforce Reduction in For the 2012–13 boating season, was formed in April 2013 to excessive speeding Roads and Maritime conducted progress a series of reforms to by heavy vehicles six state-wide education help agencies with an on-water and compliance campaigns. compliance function work together The Speed Limiter All campaigns included a and ensure more effective use of Compliance Program was lifejacket and safety equipment assets and resources. The Taskforce delivered as part of the joint compliance component. is responsible for driving strategic Speed Limiter Compliance direction of the State’s on-water Program by Roads and The primary focus of each compliance activities, ensuring Maritime Heavy Vehicle campaign was: effective and efficient use of assets Inspectors and the NSW and resources and oversight of Police to reduce excessive • Ramp checks – promoting a safe performance goals and audits. speeding of heavy vehicles boating culture by educating in NSW. boaters on the importance The Taskforce, which meets of pre-season checks to monthly, is led by an Independent The program has produced ensure compliance with safety Chair and comprises members a radical and unprecedented equipment requirements from Roads and Maritime, the 79 per cent reduction in Department of Primary Industries, trucks speeding above • Alcohol – to educate boaters on NSW Police, the Office of 105km/h across NSW the potential effects of alcohol Environment and Heritage and the and is an excellent when boating and reduce State Emergency Service. interim compliance and alcohol-related incidents enforcement result. Since formation the Taskforce has: • Towing – to ensure compliance The Speed Limiter with towing requirements and • Started preparation of a two- Compliance Program has raise awareness among boaters year strategic plan of reforms to been promoted to the with regard to the potential for identify what needs to be done National Heavy Vehicle propeller strike injuries to assist agencies achieve the Regulator as a national changes necessary for the better • Offshore operations – model of joint cooperation use of assets and resources including bar crossings, and compliance to target including staff skills, equipment offshore safety equipment and national road safety and road and vessels communication requirements transport competitiveness. • Developed a consultation • Navigation lights – to educate Roads and Maritime and program for actively engaging boaters on navigation light the NSW Police are now staff and unions throughout requirements when operating at working towards joint the reform process, including night or in restricted visibility training, coordination and consultation on development of investigations in relation • Commercial vessels – to educate the strategic plan to Heavy Vehicle speeding boaters on the new national and future enforcement • Launched a Taskforce webpage law system. operations. This will improve as a central repository for the use of resources and information on Taskforce activities Lifejacket education improve information sharing and education. Compliance with lifejacket • Commissioned a scope of works requirements remained the primary to facilitate an integrated agency boating safety message for the year colocation trial at Botany Bay and was a theme of all campaigns, • Established a sub-committee as was general compliance with of subject matter experts to safety equipment. consider appropriate vessel types and procurement opportunities.

32 Roads & Maritime Services Annual Report 2012–13 Operational performance– Environment Environment

Roads and Maritime objective: The impact of transport on the environment is minimised

Roads and Maritime supports and drives sustainable and compliant environmental management practices and behaviours to ensure that the impact of our works on the environment is minimised.

Noise management Roads and Maritime prepared In 2012–13 pollution response pollution response contingency training was delivered to 87 plans for its areas of responsibility, employees for the first time (more Noise abatement program which were endorsed by their than 50 per cent of identified staff). In 2012–13, $7.75 million was respective Regional Emergency invested in the noise abatement Management Committee. program to reduce the impact of Infrastructure high level transport-generated noise Responding to marine oil and in residential areas. chemical spills Protecting biodiversity

During the reporting period, Roads Roads and Maritime is committed Heavy vehicle noise and Maritime staff responded to to the protection of biodiversity TfNSW and Roads and Maritime five minor pollution incidents. These in road reserves and considers have been working with other included: biodiversity issues carefully during states and territories and the route selection and road design for • The pollution response and National Transport Commission all infrastructure projects. salvage of a grounded vessel to implement a national in-service at Kiama Biodiversity protection is achieved standard for engine brakes. through the following: • Assisting Fire and Rescue To enable implementation of the NSW following vessel fires in • Regular environmental standard, Roads and Maritime Coffs Harbour inspections of construction sites developed noise camera technology capable of detecting vehicles that • The grounding and salvage • Development, review and emit excessive engine brake noise. of a commercial fishing vessel implementation of environmental This technology has been trialled at Harrington impact assessments at Mt Ousley and Woolgoolga on the north coast and NSW will lead • The pollution response and • Compliance with policies, the implementation. A relocatable salvage of a sunken fishing vessel guidelines and procedures noise camera system has also been at Crowdy Head marina • Environmental specifications developed and trialled. • The pollution response and salvage of a sunken • Environmental awareness training commercial fishing vessel from for Roads and Maritime staff and Marine pollution Newcastle Harbour. council workers. response Roads and Maritime contributed to Roads and Maritime is the combat Staff training a number of Threatened Species agency responsible for marine Recovery Plans prepared by During the reporting period, the incident and pollution response in the NSW Office of Environment Maritime Division provided refresher NSW waters from Port Stephens to and Heritage in accordance with training to 99 employees, more than the Queensland border and from Part 4 of the Threatened Species 70 per cent of identified staff who Gerroa to the Victorian border. Conservation Act 1995. Refer to can be called upon to assist in the Appendix 6 for full details. event of an incident.

34 Roads & Maritime Services Annual Report 2012–13 Roadside environment Strategic environmental Urban design performance reviews were Roads and Maritime continued to conducted on complex projects Roads and Maritime continued to support the Roadside Environment across the state. produce design excellence in its Committee (REC) and funded projects in accordance with the the Committee’s secretariat and award winning urban design policy, meeting costs in 2012–13. The Land and water management Beyond the Pavement. These committee is a multi-agency included, among many others, advisory body that promotes the DVD: Erosion and Sediment the ANZAC Bridge Strengthening management of linear reserves to Control Principles – examples from project, the Epping Road Pedestrian balance environmental, social and road construction Bridge at Marsfield, the Balmain economic values. Erosion and sediment control is a Wharf upgrade, the Pacific Highway critical environmental compliance Kempsey Bypass and Banora Point Key achievements in 2012–13 for the risk to Roads and Maritime on road upgrade, the M2 upgrade and the REC included: construction sites, and currently Hunter Expressway. accounts for more than one third of • Providing advice for the In addition, a number of initiatives serious environmental incidents. Roadside Vegetation were completed this year: Implementation Project To assist the industry in managing • The ‘Guideline for Landscape this issue, Roads and Maritime • Hosting the NSW Linear Reserve Character and Visual Impact developed and released an Environmental Management Assessment’ was updated and awareness video that covers the key Forum on 30 October 2012. The improved. Procedures were principles for effective erosion and forum provided an opportunity streamlined, methodologies sediment control. The video was for land managers and other improved and project distributed to construction partners interested people to learn and examples updated discuss operational and strategic and Roads and Maritime offices issues facing linear reserves across the state. • The guideline, ‘Contributing to in NSW Liveable Communities: Roads Internet based map of as Links and Places’ has been • Mapping the status of Roadside compensatory habitat lands updated and finalised. The Vegetation Management Plans guideline applies generally to Roads and Maritime created a projects that affect low speed • Sponsoring the Roadside package of web-based maps and roads in town centres. It sets out Environmental Management tables showing compensatory a number of principles so that the Award as part of the 2012 Local habitat lands acquired by Roads and liveability of these centres is taken Government Excellence in the Maritime for conservation purposes. into consideration as well as the Environment Awards transport benefits of any work. These maps and tables are available • Providing funding to the Sydney on the Roads and Maritime website. • Urban design review and input Weeds Committees to conduct has been provided to: a pilot study to better manage weeds in linear reserves. Erosion and sedimentation –– The WestConnex project control training including the urban renewal opportunities for Environmental Roads and Maritime delivered a Parramatta Road performance improvements two-day erosion and sedimentation training session across all regions –– Rail transport projects including In 2012–13, the regional environment to 74 attendees, including Roads the Inner West Light Rail team undertook more than 700 and Maritime and contractor staff. extension and the North West inspections on 200 separate The training is designed to improve Rail Link project construction and maintenance the management of erosion and –– The noise abatement program, projects being carried out by 42 sedimentation control on all Roads with the production of an separate contracting companies. and Maritime-contracted road Urban Design Strategy for the construction sites. Program and design input on noise walls at Sexton Place in Cammeray

Operational Performance 35 –– Syd Einfeld Drive at Woollahra Keeping waters clean –– A range of pedestrian In 2012–13, a total volume of 2258 bridge projects including the cubic meters of rubbish was Heathcote Bridge project, removed from Sydney Harbour. the Nepean River Green Bridge project at Penrith and Beecroft pedestrian bridge are under development.

Clean Safe Wharf Initiative

The Clean Safe Wharf Initiative is being conducted in phases. Since September 2011, a phased Three E’s (Education, Enforcement, Exclusion) approach to ensuring commuter wharf cleanliness and safety has been in operation.

Roads and Maritime also encourages all stakeholders to provide feedback about the initiative through a number of communication methods, including email, telephone, mail and verbal feedback. Complaints about cleanliness have decreased by 85 per cent and complaints about anti-social behaviour decreased by 91 per cent, on the previous year.

In December 2012, Roads and Maritime implemented a 24/7 hotline through agreement with Local Area Command Burwood, to use the Police hotline for reporting anti-social behaviour on wharves.

36 Roads & Maritime Services Annual Report 2012–13 Operational performance– Business results

Operational Performance 37 Business results – Engagement

Community, partners and stakeholders are consulted and informed about transport issues

Roads and Maritime is committed to engaging with service users, members of the community, partners and stakeholders to ensure that they are informed and up-to-date on matters that impact them.

Roads and Maritime uses a diverse In June 2013, we implemented On-water event coordination range of communication methods interactive Google maps on the to ensure our community, business road projects website. We also Roads and Maritime plays an and industry partners can access collated and reported on the important role in the licensing and the information they need, when volume and locations searched to on-water coordination of major they need it. We also actively seek determine the level of engagement. aquatic events including the start and consider customer feedback of the Sydney to Hobart Yacht through a range of channels. Race, Australia Day festivities and Community engagement New Year’s Eve celebrations on In 2012–2013, Roads and Maritime Sydney Harbour. In June 2013 an updated worked to improve engagement Community Consultation Manual with industry, particularly when The events, which have attracted was completed. The manual undertaking major works. By up to an estimated 2500 to 3000 helps staff consider consultation investigating and assessing business spectator vessels, are managed strategies across online, face-to- community and industry feedback, in partnership with a number of face, print and mobile applications. and reviewing and updating tender government and private agencies including Sydney Ports Corporation, assessment policy and guidelines, In 2012–13, Roads and Maritime Sydney Water Police, Sydney Ferries we are delivering better outcomes undertook a range of community and Marine Rescue NSW. for our stakeholders. events to support our commitment to stakeholder engagement. We: We worked closely with TfNSW As part of this planning, Roads and Maritime carry out a range of on the development and • Held more than 930 community engagement exercises to promote implementation of an organisational and stakeholder meetings or safe boating and to ensure that the values program that supports information sessions interaction and drives greater boating and wider community is collaboration across the cluster. • Held or maintained around 170 informed about events that may staffed or static displays impact them. We also worked with TfNSW to guarantee the projects element • Issued around 200 This consultation includes the of our website is class A for community updates, including placement of marine notices in accessibility, to ensure information progress notices newspapers, information on the regarding all major infrastructure Roads and Maritime website, and • Undertook around 2000 projects is accessible to the whole the development and distribution letterbox drop campaigns to community. Roads and Maritime of 16,000 annual aquatic events provide project information to delivered three new web-based guides. The guides, which detail all the community information services – in July 2012 major aquatic events planned for the coming year, are distributed the online community noticeboard • Held more than 60 community via Boating Safety Officers, and was delivered for the Pacific events, including site tours and to boating clubs, boating press, Highway, live streaming of Dunmore opening events bridge maintenance works was at boating ramps and to relevant delivered in September 2012 and • Hosted New Year’s Eve organisations, including the water the Great Western Highway road community event on the Cahill police and Marine Rescue NSW. safety review (Katoomba and Mount Expressway for more than Victoria constraints mapping) was 6000 people. delivered in January 2013.

38 Roads & Maritime Services Annual Report 2012–13 Business results – Governance

Effective governance is in place to deliver our results and services

Roads and Maritime ensures that formal governance mechanisms are in place and that it is held accountable to delivering agreed outcomes in an open and transparent manner to agreed levels of quality.

Financial performance any directions of TfNSW. The Chief The Executive Management Executive also has a wider role in Committee focuses on the For details of Roads and Maritime’s interacting with heads of other management of the organisation financial performance for period transport agencies in NSW, across in the context of business and 1 July 2012 to 30 June 2013, refer to Australia, and internationally. The strategic priorities for the current the financial statements (see pages Chief Executive is accountable to period. The committee also 46–146). the Minister for Roads and Ports for monitors current performance, overall performance. particularly any issues or risks that Chief Executive could affect the current delivery of its results and services. Executive framework The Chief Executive of Roads The management of Roads and Maritime is appointed by The Roads and Maritime executive and Maritime is also supported the Director General of TfNSW charter, executive committee by a range of other executive with the approval of the Minister structure and committee committees that address key issues, for Roads and Ports. Under the management system were reviewed such as reform and transformation, governance arrangements of the and revised to align with the new commercial development, Work Transport Administration Act 1988, organisation. These outline how Health and Safety, and the the Chief Executive manages and the Executive supports the Chief environment. These committees controls the affairs of Roads and Executive in ensuring the effective typically comprise Directors and Maritime, subject to the control and governance of the organisation. direction of the Minister for Roads other senior managers from across and Ports, and in accordance with the organisation to ensure an integrated approach.

Figure 9. Roads and Maritime committee structure during 2012–13

 Chief Executive

Audit and Risk RMS Management RMS Operations CE Performance Committee Committee Group Meetings

Executive sub-committees

Operational Performance 39 Internal audit and risk establishing that model, in the Risk management management statement annual Attestation Statement required by the Policy.” A set of key risk management for 2012–13 principles provided the foundation In this regard the Roads and and processes for developing, I am of the opinion that Roads Maritime Governance Branch has implementing, monitoring, and Maritime has internal audit adopted a “co-sourced” service reviewing and continually improving and risk management processes delivery model, as defined in the risk management in Roads and in place that are, in all material policy, i.e.: Maritime. The approach is based respects, compliant with the core on ISO 31000, but is specifically requirements set out in Treasury “… co-sourced service delivery tailored to the organisation and is Circular NSW TC 09/08 Internal with in-house management, where integrated into existing systems Audit and Risk Management Policy. the department or statutory body and processes, and in particular provides and manages internal audit I am also of the opinion that the business planning and reporting. services through a combination Audit and Risk Committee for of in-house resources and In this regard, Roads and Maritime Roads and Maritime is constituted contracted services delivered by an implemented a high level risk and operates in accordance with appropriately qualified third party management process as part of the independence and governance provider.” its business planning cycle. The requirements of Treasury Circular outcome from this risk process was NSW TC 09/08. The Chair and A major reason for this is related an organisation-wide Enterprise members of the Audit and Risk to the diverse nature of Roads Risk Profile which is endorsed by Committee are: and Maritime’s operations. They the Executive and reviewed by the include a strong focus on large • Greg Fletcher, independent chair Audit and Risk Committee. infrastructure projects as well as (three-year appointment from a significant front-line community Each risk on the Enterprise Risk 1 July 2011) presence in regard to, for instance, Profile is prioritised as either level • Dr Elizabeth Coombs, the licensing of road users and 1 – for Executive monitoring, level independent member (three-year registration of vehicles for use 2 – for Director monitoring or level appointment from 1 July, 2010 and on the roads. In conjunction 3 – for General Manager monitoring. retired from the committee on 30 with the current climate of rapid The level 1 risks are reported June 2013) technological change this means quarterly to the Executive the that, to effectively manage its major Audit and Risk Committee and the • Alexander Smith, independent risks, a wide range of technical Director General of TfNSW. member (three-year appointment engineering, financial and ICT audit from 15 January 2012) and risk expertise is required. My Reports are prepared for the view is that a co-sourcing model is Audit and Risk Committee that • Peter Wells, Director Customer the most effective and efficient way seek to demonstrate the effective and Compliance, internal member to procure this. implementation of the Roads (three-year appointment from 1 and Maritime risk management July 2010) These processes provide a level framework and process, and its of assurance that enables the alignment with ISO 31000. This • Geoff Fogarty, Director senior management of Roads and report also provides evidence to Infrastructure Development, Maritime to understand, manage support the annual attestation internal member (three-year and satisfactorily control the statement in compliance with NSW appointment from 1 July 2010). organisation’s risk exposures. Treasury’s TPP 09-5: Internal Audit and Risk Management Policy for the In addition, I note the following as As required by this policy, I have Public Sector. per Section 1.2.8 of TPP09/05: submitted an Attestation Statement outlining compliance with the policy “The department head or governing to Treasury. board of the statutory body is required to set out which service delivery model for the Internal Audit function has been established in the department or statutory body, including the reasons for Peter Duncan | Chief Executive

40 Roads & Maritime Services Annual Report 2012–13 Audit and Risk Committee Internal audit and assurance Finance and operations

The Audit and Risk Committee Audits in the annual audit program The Annual Financial and meets at least once a quarter and are prioritised on the basis of Operational Audit Program’s one of its major objectives is to the identification and analysis of coverage includes Roads and assess and provide an independent risks and on the assessment of Maritime financial support assessment to the Chief Executive the control environment in place functions and a range of activities on whether the Roads and Maritime to address these risks. Audit in procurement, overtime and other risk and control management outcomes were discussed with line back office services. The audit frameworks are operating management and resulted in the projects included an independent effectively and whether critical identification and implementation assessment of risks and compliance related external accountability of a range of improvements to with policies, procedures and requirements are being met. engineering operations, as well Treasury guidelines to provide as other Roads and Maritime assurance to the Chief Executive In terms of audit, the Audit and Risk business operations. that related objectives were Committee: being met. The annual audit program is • Approves and monitors the approved by the Audit and Risk Key audits completed during implementation of the internal Committee and aligns with current 2012–13 included: audit programs core Roads and Maritime initiatives to improve service delivery through • Minor Infrastructure Contracts • Reviews performance of internal a line-of-business based structure Administration Audit and external audit functions and centralisation of planning and • E-Toll Financial Accounting Audit • Attests to the internal policy functions within TfNSW. control framework assessed • Salaries and Waged Employees by Governance Overtime Audit Customer and • Approves related external regulatory services • Maritime Mooring reporting of financial information Administration Audit Roads and Maritime carries out • Reviews compliance with audit regular monitoring of customer • Maritime Boating Incident and finance related policies, service centre operations, other Management Audit procedures, central agency service delivery channels (such as requirements and applicable laws Roads and Maritime websites) and • Skill Hire Audit and regulations. back office functions that support • Professional Service the customer and compliance Contracts Audit. In terms of risk management, the services business. During 2012–13, Audit and Risk Committee: assurance activities resulted in The risk levels identified and improved controls used to manage • Attests the organisation’s risk embodied in the Roads and business risks and improvements to management framework Maritime Enterprise Risk Profile business operations. are used to prioritise audits in the • Assesses the Roads and Maritime Finance and Operations projected Risk Profile Information technology five-year Audit Plan.

• Reviews compliance with Information Communication Business continuity risk management standards, Technology (ICT) audits during Roads and Maritime manages a policies, central agency 2012–13 covered areas such as diverse number of critical business requirements, relevant legislation ICT governance and project activities, the robustness of which and regulations. management and security. Advisory is supported by effective planning, services to the business were also preparation and response in the provided. This included auditors event of disruption. attending steering committees for major projects such as the SAP In 2012–13, the yearly testing of IMS Program and undertaking key the IM&IT business continuity plan milestone reviews. was completed and key learnings were incorporated.

Operational Performance 41 Corporate card and Operational complaints purchasing card handling framework Roads and Maritime use of In 2012–13, the Maritime Division corporate credit and purchasing consulted with the NSW cards has been in accordance with Ombudsman’s Office to develop the Premier’s memorandum and the training and procedural guidance Treasurer’s directions. for staff who deal with compliments, complaints and feeback. Investigations Governance structure Corruption and fraud risk management In order to implement an investment In addition to the investigation decision-making governance of allegations of corruption and approach for preparing the fraud, Roads and Maritime has 2013–14 budget, a revised Roads a corruption and fraud control and Maritime program structure framework, for which the was introduced in a number of Corruption and Fraud Investigations areas. The 2013–14 Capital Budget Section has centralised oversight. was developed using the revised This includes a range of tools, program structure in alignment processes and initiatives aimed at with TfNSW requirements. The top minimising the risk of corrupt and tiers of the governance model have fraudulent activity by staff and been established. business partners. Examples of The realignment of Roads and actions it involves include: Maritime’s functions was completed • Delivery of corruption and fraud in February 2013. and ethics seminars to staff across high risk business environments

• Provision of anti-corruption information through the Roads and Maritime intranet

• Provision of expertise and advice to staff and management on a wide range of corruption risks and ethical, probity and policy issues.

42 Roads & Maritime Services Annual Report 2012–13 Business results – Value for money

Value for money is delivered within the integrated budget

Roads and Maritime ensures that resources are allocated to deliver best value for money and assesses new ways to deliver more with less.

Key savings initiatives Road Maintenance Corporate and shared Contestability Program services reforms Roads and Maritime achieved savings of $137 million against a The NSW Government committed Roads and Maritime worked target of $98 million in 2012–13. to identifying potential with TfNSW to implement the Key initiatives contributing to opportunities for contestability in corporate and shared services the savings included accelerated the provision of road maintenance reforms and improve the quality of property sales, procurement to achieve solutions that provide support services. savings, maintenance contract improved value for money and management, reduction of leave optimum service delivery to In 2012–13, Roads and Maritime also provisions and other cost reduction. road users. implemented cluster wide Transport Senior Service payroll capability Objectives of the Road Maintenance via the Roads and Maritime Increase in Contestability Reform Project SAP platform. online transactions include:

In 2012–13, 50.3 per cent of eligible • Increasing contestability of road transactions (up from 44.9 per maintenance services in the cent in 2011–12) were completed Sydney Region through the Roads and Maritime Online Services website. This • Improving customer, network and represented 5.3 million transactions asset outcomes and $1.55 billion of payments. • Improving total asset In the 2012–13 financial year management decision making the NSW Maritime Division • Reducing the total cost of processed over 50,000 renewal managing and maintaining assets. transactions online, which equates to 11.8 per cent of all online renewal Further to a recommendation from transactions and $7.09 million the NSW Commission of Audit, in revenue. the Minister for Roads and Ports announced the establishment of a Project Management Office in October 2012. The business case for the Road Maintenance Contestability Program was approved in April 2013. Routine maintenance, renewal and improvement works were identified as potential areas in which improved value could be realised with greater involvement of the private sector. Four private sector proponents were invited to submit for Request for Proposals in June 2013.

Operational Performance 43 Business results – Safety (Work Health and Safety)

Work Health and Safety (WHS) is strengthened

Roads and Maritime focuses on a safe working environment for employees, those present on our sites, and those who work with us.

Reducing WHS risks continue to work in partnership WHS performance with industry to ensure equivalent In 2012-13 the Roads and Maritime systems and controls are in place on During 2012–13 the following serious increased efforts with contracted major project sites. incidents occurred on Roads and construction entities and councils Maritime worksites: state-wide to address specific Throughout 2012–13 Roads and industry and project risks. Maritime sought to eliminate risks • 26 occurrences of plant rollover where practicable to do so. In June • Four occurrences of a worker A series of risk reduction 2013, a combined 38 kilometre being hit by moving plant recommendations from working section of Mount Ousley and party reports were assessed and Picton Roads was closed on two • 20 utility strikes prioritised for delivery through successive weekend nights to the WHS Strategic Plan. Work carry out a range of construction • Five incidents of a worker hit by a commenced on many of the and maintenance activities. This road vehicle. recommendations during 2012–13, eliminated the risks associated with Near miss reporting continued with several changes having already working near live traffic. been integrated into standard strongly in 2012–13 accounting for work practices. 56 per cent of all incidents reported. Prosecutions Lost time injuries accounted for The ‘Worker on Foot’ program 4 per cent and all other injuries a Roads and Maritime was prosecuted was implemented across worksites further 22 per cent. While the Lost by WorkCover for breach of section managed and controlled by Roads time injury count showed a 16 per 10(1) of the OHS Act in relation to and Maritime during 2012–13, to cent reduction on the previous year, a fatality of a staff member on the add strengthened controls to the Roads and Maritime will continue F3 in 2009. The prosecution began separation of people and plant at to work on further reducing the against the then RTA on 7 June 2011. worksites. Roads and Maritime will prevalence of incidents. Judgment has been reserved.

Table 11. WHS performance indicators 2012–13

4500  Performance indicator 2012–13 4000 Total incidents reported 4251 3500 Near misses reported 2390 3000 Lost time injuries 160 All other injuries (including First Aid 959 2500 and No Treatment) 2000

Other incidents reported 742 1500

(including asset/property damage) 1000

Number of near misses per injury 2.1 500 All compensable injuries 334 0 (including journey claims) Total Near Lost All other Compensable incidents misses time injuries workplace Compensable workplace injuries 327 reported reported injuries (including injuries First Aid and No Total claims costs ($ million) 2.15 Treatment

44 Roads & Maritime Services Annual Report 2012–13 Business results – Our people

Workforce commitment and capability is supported and developed

Roads and Maritime has a commitment to build a diverse workforce which is representative of our customers and communities.

Transport Diversity and Women in engineering Employing people with a Inclusion Strategy disability Roads and Maritime implements To assist in the development strategies to help attract women People who have disclosed as of an integrated diversity and into non-traditional roles. having a disability currently inclusion approach across the In January 2013, Roads and represent 297 staff within Roads Cluster, the following actions were Maritime sponsored the Women and Maritime. This figure has implemented: in Engineering Summit at the increased from 232 in 2011–12. University of Wollongong and 45 • The consolidation of the following women participated. memberships in order to create Aboriginal employment a centralised resource centre located in TfNSW’s Organisational Targeted Aboriginal Cultural Education Development Branch: Employment Programs Program An Aboriginal Cultural Education –– Australian Network on Disability On 1 December 2012, administration of the Roads and Maritime scholar, Program has been delivered across –– Diversity Council of Australia cadet and graduate programs the business through 22 workshops –– Pride in Diversity were centralised in the TfNSW throughout NSW. –– Carers NSW Talent Pipeline Programs. There are HSC Scholarships for –– NSW EEO currently 432 graduates, cadets and Aboriginal students Practitioners Association. scholars in the TfNSW graduate, cadet and scholarship programs. Roads and Maritime sponsored • Representation on the Transport learning resources for two As part of the Talent Pipeline Cluster’s Diversity and Inclusion continuing Year 12 Aboriginal Program, Roads and Maritime Working Group, which is students and ten additional Year continued to directly sponsor responsible for overseeing the 11–12 Aboriginal students. The positions for apprentices, development and implementation sponsorships go towards future paraprofessionals and trainees. of a Diversity and Inclusion tertiary studies in engineering or In 2012–13, more than 90 people Framework and Management Plan related technical careers. for TfNSW. were recruited into a range of programs including nine Mentoring Aboriginal people in apprentices across five trade the workplace Paralympic Diversity groups, 73 trainees studying Workplace Program Civil Construction, Government 20 Aboriginal employees Services or Business Services and participated in training to obtain In 2012, Roads and Maritime was a nine in paraprofessional programs, relevant knowledge and skills to Paralympic Employment Provider including Road Designers in Training enable the development of effective under the Paralympic Diversity and Traffic Engineering Officers mentor/mentee relationships Workplace Program. The program in Training. to be used prior to, and upon aimed to provide an entry point implementation of, the Aboriginal into mainstream employment in the Roads and Maritime currently Mentor Program. public sector. has 255 employees undertaking some form of study and/or work Roads and Maritime completed experience supported through these the program in 2012, as diversity programs, including 80 apprentices, and inclusion functions have been 111 trainees and 64 paraprofessionals. centralised within TfNSW.

Operational Performance 45