Outcome 2: Deliver safe vehicles and safe drivers

DoT supported the State Government's goals of 'results-based service delivery' and 'State building - major projects' in 2017-18 by striving to achieve and exceed the three outcomes.

  Outcome-based management framework

Under an outcome-based management framework, DoT contributes to two of the State Government's strategic goals:

State Government Strategic Goals DoT Outcomes DoT Services
Future Jobs and Skills
Grow and diversify the economy, create jobs and support skills development

Outcome 1.
Integrated transport systems that facilitate economic development

Service 1: Strategic Transport Policy and Integrated Planning
Strong Communities
Safe communities and supported families
Outcome 2.
Vehicles and road users that meet established vehicle standards and driver competencies to deliver safe vehicles and safe drivers
Service 2: Driver and Vehicle Services
Better Places
A quality environment with liveable and affordable communities and vibrant regions
Outcome 3.
An accessible and safe transport system
Service 3: Coastal Infrastructure
Service 4: Marine Safety
Service 5: On-demand Transport

  Outcome 2: Summary of results against performance targets

Summary of results against performance targets

Key effectiveness indicators 2017-18
Target
2017-18
Actual
Percentage of vehicle examinations completed in accordance with the Australian Design Rules (Safe Vehicles). 100% 95.3%
Percentage of driver licences issued that comply with the Graduated Driver Training and Licensing System (Safe Drivers). 100% 94.3%
Percentage of driver's licence cards issued within 21 days of completed application. 100% 100%

 

Service 2: Driver and Vehicle Services

Key efficiency indicators 2017-18
Target
2017-18
Actual
Average cost per vehicle and driver transaction. $18 $17
Average cost per vehicle inspection performed by vehicle examination centres. $272 $360
Average cost per vehicle inspection delivered through authorised inspection stations. $116 $126
Average cost per driver assessment. $106 $107

 

Notes

  • The tables are a summary of the 2017-18 DoT Key Performance Indicators (KPI). For more detailed information see the Key Performance Indicators section.
  • Targets as specified in the 2017-18 Budget Statements.
  • Efficiency KPI values are rounded to the nearest dollar.

  Service 2: Services digitised to improve customer convenience and choice

Image of digital concierge at Mirrabooka DVS Centre
Image of digital concierge at Mirrabooka DVS Centre

In 2017-18 DoT continued to digitise a wide range of its services to further improve customer convenience and choice.

With a simplified signup process, DoTDirect achieved a 180 per cent growth in under 12 months, with more than 380,000 customers choosing to access 29 available transactions online.

DoT made it easier for customers to access and complete necessary forms by simplifying and consolidating its forms, reducing the overall number by up to 40 per cent. These forms as well as key publications are now also available online, improving customer convenience and reducing operating costs.

Following a successful trial, DoT rolled out iAssess across all metropolitan Driver and Vehicles Services (DVS) centres. The mobile tablet application that electronically records Practical Driving Assessments provides more transparency of the assessment process and has improved the customer experience by providing valuable feedback to learner drivers following an assessment.

DoT continued to work closely with selected GP clinics in both the Perth metropolitan and regional locations to raise awareness and encourage the use of its online system that allows medical assessments to be submitted electronically by health practitioners. The system improves the speed and quality of information required to confirm fitness to drive exchanged between DoT, health practitioners and drivers - saving everyone time and money.

In February 2018 the system was integrated with the Medical Director practice management software solution, which is used by over 135 medical practices in Western Australia. DoT has engaged a specialised provider to expand the technology to other practice management software providers over the next two years.

DoT will continue to enhance and expand its digital services in 2018-19 with a focus on introducing e-billing, enhancing fleet management functionality, and developing an online vehicle licence fee calculator.

Image: Digital concierge kiosk at Mirrabooka Driver and Vehicle Services Centre.

  Service 2: First step in introducing electronic billing completed

Paper-based communications including renewals, invoices and notices issued to customers each year.

DoT's DVS business unit issues approximately nine million paper-based communications including renewals, invoices and notices to more than two million customers each year.

With customers embracing the convenience of online services, in 2017-18 DoT took the first step in introducing an electronic billing option by awarding a new print imaging contract.

Under the new contract, customers will have the option to receive their communications electronically for the first time. This will provide DoT's customers with greater choice, while reducing printing and mailing costs. It will improve customer service by allowing front line staff to access documents immediately when responding to customer queries.

The electronic billing system is anticipated to be available to customers in 2019.

  Service 2: T-One expanded to improve customer experience

Image of DoT staff member assisting a customer on the phone
Image of DoT staff member assisting a customer on the phone

DoT continued to improve the customer experience by expanding T-One - a system that provides DoT staff with a single view of customers across a number of service delivery areas.

Traditionally, each of DoT's service delivery areas served customers using separate systems depending on their transactions. T-One was introduced in 2017 to link these separate systems, allowing staff to assist customers with a range of transactions across different service delivery areas in a single contact.

In 2017-18, an additional 14 services were linked to T-One including Coastal Infrastructure customer information and Electronic Medical Assessments. This increased the total number of transactions that can be processed through T-One across DoT's DVS, Marine Safety and Coastal Infrastructure service delivery areas to 42.

DoT will continue to expand the number of transactions available through T-One in 2018-19.

  Service 2: New process introduced to better prepare novice drivers

Image of learner driver
Image of learner driver

As part of its commitment to safe drivers, DoT improved the process to obtain a provisional licence in 2017-18. The new process came into effect in October 2017 and better enables novice drivers to develop safe driving skills and build the experience they need to cope with potential hazards and distractions on the road.

A key change was the re-sequencing of the Hazard Perception Test (HPT) and Practical Driving Assessment (PDA), with driver's licence applicants now required to complete the HPT before the PDA, resulting in applicants having greater driving experience when attempting their PDA.

Applicants must also have completed 50 hours of supervised driving, including five hours of supervised night-time driving, before being eligible to attempt their PDA.

These changes were successfully implemented following extensive stakeholder and community engagement and have resulted in applicants having a better driving experience when attempting their PDA. The changes have streamlined the process for both DoT and its customers and aligned Western Australia with other Australian jurisdictions.

To coincide with the changes, DoT also released new and improved Computer Generated Image video HPT clips. The scenarios are based on extensive research and were developed as part of a national Austroads project led by DoT. The HPT is designed to measure a novice driver's ability to assess traffic situations and make safe driving decisions.

Both the changes and new HPT clips were well received by the community. While more than 100,000 novice drivers were affected by the new process, as a result of DoT's successful consultation and communication, less than nine per cent of these customers contacted DoT's Customer Contact Centre to discuss the changes.

  Service 2: Community surveyed to improve convenience of Practical Driving Assessments

Online PDA survey received almost 5,000 responses.

In March 2018, DoT conducted a community survey to seek feedback on improving the provision of certain elements of Practical Driving Assessments (PDAs) including the most accessible locations and preferred days and times to attempt a PDA.

The online survey received almost 5,000 responses over a four week period, with community members invited to take part via SMS, DoT's website and social media channels.

The results of the survey indicated the most convenient days for customers to attempt a PDA were Mondays and Saturdays, and the most convenient times were between 7am and 11am.

Further, the results highlighted the need for increased availability of PDAs outside of school hours and on weekends. The majority of survey respondents were aged between 16 and 39 years and a common sentiment was the difficulty for students and their guardians to take time off school and work for PDAs.

This feedback has played a valuable role in the development of DoT's PDA improvement program, which aims to ensure DoT continues to meet the changing needs of a growing community now and in the future.

As part of the program, DoT will pilot a new service delivery model for PDAs at the Kelmscott Licensing Service Centre from November 2018. In response to continued customer demand for PDAs together with a decline in over-the-counter transactions, Kelmscott will become an appointment-only centre with improved facilities for PDAs.

The centre will trial a number of initiatives to better meet community expectations including providing additional assessment times on Saturday mornings, later PDA hours during the week and allocating more time in the car for the candidate and assessor.

DoT will monitor the success of these initiatives as it continues to implement its PDA improvement program in 2018-19.

  Service 2: Written-off Vehicle Register framework reform commenced

Image of Perth city traffic
Image of Perth city traffic

In 2017-18, DoT commenced a major reform program to improve the Written-off Vehicle Register (WOVR) framework as part of its commitment to safe vehicles.

Through the reform, DoT will work with industry and the community to strengthen policies, processes and legislation. This works aims to deliver a range of benefits including interrupting the stolen vehicle re-birthing trade and improving the safety of vehicles on our roads.

One of the first improvements to come out of the reform will make the WOVR status of a vehicle visible on its licence renewal. This consumer protection initiative, introduced in February, allows prospective buyers to be educated and informed on the purchase of a repairable written-off vehicle.

DoT will continue to consult with industry and the community to progress the reform program in 2018-19.

  Service 2: Fees and charges reviewed to ensure accuracy and transparency

Image of Perth freeway traffic
Image of Perth freeway traffic

As part of its annual review of fees and charges, DoT's Driver and Vehicle Services (DVS) business unit conducted a thorough review of its cost allocations in 2017-18.

In line with State Government guidelines, DVS provides services on a full cost recovery model. As these services and their associated costs have evolved over the past few years, DVS recognised the need to review its cost allocations to ensure they accurately and transparently reflect the cost of the services provided.

As a result of the review, some costs were repositioned to reflect the way customers use DVS services.

The new fees and charges come in to effect on 1 July 2018 and will be monitored and further reviewed in 2018-19.

 

Transport Annual Report

Page last updated: Thu Sep 20 2018 1:26:58 PM