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Roads and Maritime Services Annual Report 2011-2012

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Roads and Maritime Services Annual Report 2011-2012 Operational performance Operational performance Operational Customer Keeping customers informed 10 Delivering our services 12 Challenges for the future 13 Operational performance Customer 9 Customer The customer is at the centre of everything we do RMS 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. RMS strives to engage with customers and the community to understand their needs and consider these when making decisions that impact them. Keeping customers informed Providing real time travel Since November 2011, total visits Maritime alerts time information to Live Traffic NSW have exceeded three million. RMS’ Maritime Alert system helps The travel time information boat owners and rock fishermen in service that displays real travel Road Projects website their trip planning and preparation. time information to road users The free online email subscription In 2011–12, there were around on variable message signs was service delivers weather alerts 1.9 million page views by 185,000 expanded in 2011−12 to the Westlink and expiry date reminder emails unique visitors to the Road Projects M7 and Western M4 motorways for important safety gear such as section of the RMS website, in Sydney. marine flares, emergency position which provides roads project and indicating radio beacons and As a partnership initiative with maintenance information. The inflatable lifejackets. the Transport for NSW Transport site now publishes more than Management Centre, the service 15,000 documents, images and As at 30 June 2012, 1482 people had allows motorists to monitor travel multi-media assets. subscribed to the Maritime Alert flow and make informed decisions service to receive weather alerts, Online presence was increased over on route choice during their journey. and 22 people had subscribed to the past 12 months through projects receive alerts about the expiry involving innovative social media dates for their safety equipment or Live Traffic NSW tools, including: other important renewals. The Live Traffic NSW website • A live webcast for the Pacific (www.livetraffic.com) provides Highway upgrade program. Responding to customers road users with the latest traffic • An online guestbook, ‘Tell us your information about incidents, road Maritime Infoline works, major events, fires, floods story’, for Sydney Harbour Bridge The Maritime Infoline operates and alpine conditions. Access to 80th anniversary. seven days a week, including camera images, travel times and trip • An interactive community issues public holidays. It provides planning helps motorists plan their mapping tool for the Kings important services to the public, journeys and make informed travel Highway Safety Review. including boating and weather decisions. The latest communication information, customer service technologies are utilised for Live feedback, payment of renewals and Traffic NSW, with the mobile version Boating weather information map purchases. of the site and iPhone application RMS provides a weather forecast gaining in popularity. Twitter and The call centre responds to calls for telephone service on 131 236. This Facebook pages for the site also assistance from the general public, initiative is part of the RMS boating keep the public up-to-date about police and volunteer marine rescue, safety objective to raise boaters’ road conditions and events. and supports on-water Boating awareness of the need to check the Safety Officers via two-way radio. During the NSW floods in March weather and to check it often. A It also allows RMS to respond 2012, the website proved invaluable total of 17,568 calls were received quickly to feedback and on-water to motorists with site visits reaching between 1 November 2011 and issues to support a culture of safe almost 900,000 for the month. 30 June 2012. 10 Roads and Maritime Services Annual Report 2011–12 and responsible boating. There was Wayfinding signage through myRTA.com significantly a decrease in the number of calls reduce RMS operational costs taken during 2011/2012, which can In January 2012, RMS released associated with manually processing be attributed to the improvement updated guidelines to ensure that transactions in registries. and ease of online transactions. brown and white tourist signposting is clear in guiding visitors to their An online video to assist customers to complete online transactions was Newcastle Contact Centre destinations and communicating implemented in 2011 and a further – Info Line information on key attractions and services. three videos were introduced Last year the Newcastle Contact in June 2012. This has resulted Centre Info Line helped more RMS worked with Destination NSW in a considerable increased use than 3.7 million customers over and key stakeholders to develop of services. the phone and by email with a strategy to provide a range of registration, licensing, freight, local and regional information In November 2011, a new online tolling and traffic information. at key rest areas on the Pacific service was implemented enabling The centre’s results this past year Highway. The successful pilot customers to replace a lost or stolen reflect an ongoing commitment to of the visitor information sign at driver licence or photo card without customer focus. Paddy’s rest area, near Macksville in having to go to a motor registry. By December 2011, will see this strategy the end of June 2012 approximately expanded to 10 new locations on 1500 replacement cards had Media enquiries the Pacific Highway by the end of been ordered. Between 1 July 2011 and October 2012. This year 44.9 per cent of eligible 30 June 2012, RMS responded to performance Operational transactions (up from 40 per around 1500 roads media inquiries RMS online services cent in 2010–11) were completed and prepared around 2000 through myRTA.com. This figure proactive releases. These figures RMS continually updates and represents 4.5 million transactions are exclusive of preparation of expands its online services in and $1.3 billion of payments. The issues notes, event management response to customer feedback operational saving of transactions documents, Q&A charts, speeches, and requirements. completed online rather than in parliamentary briefing notes and registries in 2011–12 is estimated to media strategies. Online transactions be $5.5 million. The Media Unit provided support for internal and external event www.myRTA.com www.maritime.nsw.gov.au management, milestone and As the leading transactional In the last year, 95,521 maritime campaign launches. Members government website in NSW, transactions and $5.92 million played an integral role in the myRTA.com allows customers to maritime payments were success of communication access a range of services and completed through GLS-Online campaigns including the complete transactions online. (licence.nsw.gov.au), which is two-weekend closure of the Sydney Transactions completed online 15 per cent of eligible transactions. Harbour Bridge for critical road surfacing and waterproofing work. Table 10. RMS website statistics 2011–12 From 1 November 2011 to 30 June 2012 there were more than 530 No. of Average length maritime-related media actions, Website page views of time on site Top five pages viewed which included responses on issues Maritime 3.8 m 5 minutes, Home, boating quiz, How to and delivering information through 18 seconds get a boat licence, Vessel the media to promote a culture of registration, Boating maps safe, responsible and enjoyable Roads 82.5 m 3 minutes, Home, myRTA-home, Driver boating in NSW. 3 seconds Knowledge Test, myRTA renew\transfer registration, Licensing (car) Operational performance Customer 11 E-Toll website upgrades Restricted Access • Established a new facility just Vehicles map north of the Hawkesbury River In March 2012, a new E-Toll website to provide a full-time incident (myetoll.com.au) was launched On 5 June 2012, RMS launched response service for the F3 to make it easier for customers the new online Restricted Access Freeway, including two traffic to transact with RMS and find Vehicles map, providing heavy commanders, light and heavy products and services that suit vehicle customers with an online tow trucks, and shared access for their travel needs. The site now journey planning tool. Stakeholder emergency services. provides more relevant information consultation was carried out for the that customers are asking for, and development of the map, including includes easy-to-use, frequently presentations of the service to the Providing selected maritime asked questions to answer Road Freight Advisory Council and services at RMS motor common queries. the Transport Operations Liaison registries and Government Group. The interactive map provides Access Centres an active depiction of the location Maritime web cameras of road network restrictions to All RMS motor registries and Government Access Centres RMS has 15 webcams installed at assist the heavy vehicle industry provide selected maritime services, coastal bar entrance locations to plan journeys complying with including boat licence knowledge assist boaters with trip planning. approved routes. From its launch tests and the receipt of payment This year RMS began a review of to 30 June 2012, the map service for boat licences, moorings and the existing camera network with received more than 2000 visits. vessel registrations. During the year, a view to improving the service for Delivering our services. 32,606 renewal transactions and the boating community. In 2012, 2503 licence tests were conducted the webcams attracted 390,376 at these centres. page views. Delivering our services From November 2011 to June Heavy Vehicle Driver Reviver Program 2012 we carried out the following Knowledge Tests goes online activities: A project to merge the Heavy The Driver Reviver Program • Completed a pedestrian Vehicle Knowledge Tests was is a key road safety initiative underpass in November 2011 successfully implemented in coordinated by RMS with volunteers on the Central Coast Highway May 2012. Ten different knowledge from local service groups.
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