Outcome 2: Vehicles and road users that meet established vehicle standards and driver competencies to deliver safe vehicles and safe drivers
Outcome 2: Summary of results against performance targets
Summary of results against performance targets
|Key effectiveness indicators||2018-19
|Percentage of vehicle examinations completed in accordance with the Australian Design Rules (Safe Vehicles).||100%||96.8%|
|Percentage of driver licences issued that comply with the Graduated Driver Training and Licensing System (Safe Drivers).||100%||96.5%|
|Percentage of driver's licence cards issued within 21 days of completed application.||100%||100%|
Service 2: Driver and Vehicle Services
|Key efficiency indicators||2018-19
|Average cost per vehicle and driver transaction.||$18||$17|
|Average cost per vehicle inspection performed by vehicle examination centres.||$170||$100|
|Average cost per vehicle inspection delivered through authorised inspection stations.||$138||$134|
|Average cost per driver assessment.||$109||$105|
- The tables are a summary of the 2018-19 DoT Key Performance Indicators (KPI). For more detailed information see the Key Performance Indicators section.
- Targets as specified in the 2018-19 Budget Statements.
- Efficiency KPI values are rounded to the nearest dollar.
Outcome-based management framework
DoT contributes to the State Governmentís goals through the Outcome Based Management Framework as detailed below:
|State Government Strategic Goals||DoT Outcomes||DoT Services|
|Future Jobs and Skills
Grow and diversify the economy, create jobs and support skills development.
|Service 1: Strategic Transport Policy and Integrated Planning|
Safe communities and supported families.
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|
A quality environment with liveable and affordable communities and vibrant regions.
An accessible and safe transport system.
|Service 3: Coastal Infrastructure
Service 4: Marine Safety
Service 5: On-demand Transport
This section of the report provides an overview of how DoT successfully delivered these services and contributed to the State Governmentís goals during the reporting period.
It also includes a summary of the results of our key performance indicators (KPI) as well as information on the significant community projects and customer focused programs that were undertaken or completed in 2018-19.
Service 2: DoTDirect continued to improve customer convenience and choice
DoT continued to grow the number of transactions available through DoTDirect to improve customer convenience and choice.
In 2018-19, 16 transactions were added to DoTDirect, bringing the total number to 58. Transactions added were predominantly in support of the On-demand Transport reforms allowing customers to apply for necessary authorisations using DoTDirect, simplifying and streamlining the process.
With more than 485,000 customers now registered for an account, 130,000 more than this time last year, DoT will continue to expand the transactions available through this increasingly popular online tool in 2019-20 and beyond.
Image: Customer using DoTDirect on a tablet.
Service 2: Fleet Management Online introduced
DoT offers a fleet licensing payment option for customers with 10 or more vehicles licensed in their name, allowing them to align all their vehicle licences to expire on a nominated date.
This makes it much simpler and easier for individuals and organisations to manage their fleet and in January 2019 this became an even more convenient option with DoTDirect expanded to include Fleet Management Online.
Through Fleet Management Online fleet customers can instantly view and download vehicle fleet details, move vehicles between fleets and make fleet payments without visiting a Driver and Vehicle Services Centre.
DoT worked closely with its valued fleet customers to ensure the service met their expectations. This resulted in positive feedback about the quick and easy access to their account information which is especially important at peak times such as the end of financial year.
More than 30% of the 1,200 active fleets DoT administered in 2018-19 were managed through DoTDirect and DoT expects this number to grow. DoT will continue to work with fleet customers to raise awareness of the service and identify further improvements.
Service 2: T-One expanded to improve customer experience
DoT continued to improve the customer experience by expanding T-One Ė a system that provides DoT staff with a single view of customers across a number of service delivery areas.
Traditionally, each of DoTís service delivery areas served customers using separate systems specific to the nature of the transaction. 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 2018-19, a further 16 services were added to T-One, increasing the total number of transactions that can be processed through T-One across DoTís DVS, Marine Safety, Coastal Infrastructure and On-demand Transport service delivery areas to 58.
DoT will continue to expand the number of transactions available through T-One in 2019-20 and beyond in order to support the State Governmentís ServiceWA initiative.
Service 2: Customer information protected
As DoT continued to expand and enhance its digital services, work was undertaken to ensure the security of customerís personal and payment information.
A number of DoTís business systems, including DoTDirect, T-One and iAssess, rely on an Identity and Access Management solution to enable identity management. An upgrade to this solution to maintain support was successfully completed in September 2018.
DoT continued to improve its compliance with the Payment Card Industry Data Security Standard (PCI DSS) through an ongoing program of work. The PCI DSS was developed to encourage and enhance cardholder data security and facilitate the broad adoption of consistent data security measures globally.
It provides a baseline of technical and operational requirements for merchants, such as DoT, to protect cardholder data via secure isolation of cardholder data collection, storage, processing and transmission. In 2018-19 DoT achieved a compliance rate of 85% through the introduction of a multi-channel payment gateway solution which isolates cardholder data from DoT business systems and expects to achieve 100% compliance in 2019-20 through planned upgrades to its Customer Call Centre technology.
Further, DoT developed and implemented a Security Awareness program to improve employee awareness and understanding of cybersecurity risks.
DoT will continue to increase compliance and maturity in its system security policies and practices through regular monitoring and audits in 2019-20 and beyond.
Service 2: Vehicle licence transfers digitised to improve customer experience
vehicle licence transfers have been successfully digitised
DoT receives more than 200,000 vehicle licence transfer notifications from customers by mail every year. Traditionally, these physical documents were sorted, processed and filed before being archived in offsite storage, costing time and money.
In October 2018 DoT implemented a new scanning and workflow solution for these documents to reduce these costs, particularly those involved in recalling archived documents to investigate vehicle licence transfer enquiries, and improve the customer experience.
Vehicle licence transfer notifications are now scanned into DoTís electronic document management system for processing and saved for reference, meaning they can be easily accessed from all DoT sites with no costs or delays involved.
This solution has allowed vehicle licence transfer enquiries and issues to be responded to and resolved more quickly, improving the customer experience. Further, it has better equipped DoT to provide prompt advice on vehicle licence transfer to key stakeholders including WA Police and the Office of State Revenue.
Since implementation, more than 130,000 vehicle licence transfers have been successfully digitised and as a result DoT has experienced an estimated:
- 70% reduction in transfer documents physically recalled and retrieved for investigation;
- 50% reduction in escalated vehicle transfer enquiries; and
- 20% reduction in phone enquiries to the dedicated vehicle licence transfers team.
These results highlight the success of the digitisation solution, which DoT will now consider expanding to other high-volume documents in line with its commitment to delivering excellent service.
Service 2: Learn&Log app launched to improve learner driver experience
In April 2019 DoT launched its Learn&Log mobile application (app) to make it easier for learner drivers to record and submit the minimum 50 hours of supervised driving required.
The digital solution was developed in response to customer feedback and tested and trialed extensively before its rollout to the public to ensure it met the expectations of its target group.
In line with DoTís commitment to safe drivers, the app was designed to ensure there is no reason for learner drivers or their supervisors to interact with their mobile phone while driving.
Other key features include the ability to:
- time a trip, meaning thereís no need for manual calculations;
- enter day and night time hours to ensure learner drivers complete the minimum five hours of night driving required; and
- pre-enter various supervisors and their driverís licence details so they can sign off on trips more efficiently.
The app has been well received by customers and DoT will continue to enhance and promote it throughout 2019-20 to assist those on their learner journey.
Image: Novice driver using Learn&Log app
Service 2: Digital Billing project neared completion
DoT made significant progress towards offering customers digital billing to improve convenience and reduce operating costs to the community.
Customers will have the choice of two secure, digital billing options - BPAY View and Email Billing.
BPAY View will deliver invoices directly to customersí online banking, allowing them to receive, store and pay a range of DoT renewals, invoices and notices through their online bank account. Through Email Billing, these will be provided to customers via their nominated email address.
These options are anticipated to be available in the second quarter of 2019-20.
Service 2: Main Roads Customer Contact Centre successfully transitioned to DoT
In early 2019 the Director General Transport endorsed a proposal for DoTís Customer Contact Centre to deliver call centre and customer contact services for Portfolio partner Main Roads.
DoT worked collaboratively with Main Roads to develop a service level agreement and ensure services were maintained throughout the six-month transition period.
To ensure the continued high quality of service to the community and in line with the State Governmentís Public Sector Reform initiative to provide a more stable workforce, DoT appointed the skilled and experienced contract employees based at Main Roads to newly created DoT positions.
Retaining and bringing this expertise under single leadership offers greater flexibility to manage demand for services across DoT and Main Roads contact centres and is an important step towards a single view of customer across the Transport Portfolio.
This single view will enable DoT and its Portfolio partners to provide holistic transport services that best meet customersí needs now and in the future.
The transition was successfully completed on schedule in June 2019. DoT will now commence a comprehensive onboarding program for new contact centre employees. Further, throughout 2019-20 there will be a strong focus on cross-skilling team members to provide greater capacity and flexibility in responding to our customers, particularly in regard to road incidents.
Service 2: Knowledge Management System expanded to Regional Agents to improve quality and timeliness of service
In February 2019 DoT successfully completed the staged rollout of its Knowledge Management System (KMS) to more than 100 DoT Regional Agents.
Regional Agents deliver a range services on behalf of DoT, improving customer convenience and choice. Expanding the KMS to these agents has ensured they have quick and easy access to the same information as DoT employees, improving the quality and timeliness of the service provided to customers.
To support the rollout, training was delivered to more than 350 Regional Agent employees around the State as well as on Christmas Island and the Cocos (Keeling) Islands.
Since the commencement of the rollout, more than 5,000 KMS searches have been conducted by DoT Regional Agent staff to assist them in completing transactions. This has not only improved the customer experience but provided additional resourcing benefits by reducing the reliance on DoTís Phone Support Team and eliminating the need for DoTís Learning and Development Team to maintain separate training manuals for Regional Agents.
In 2019-20 DoT will focus on making the KMS available to Portfolio partner Main Roads to enhance information sharing and collaboration.
Service 2: Success Service Centre set new standard in customer experience
DoT opened its new Success Service Centre in October 2018 to better meet the changing needs of customers in the growing area south of Perth.
The conveniently located centre, which replaced the Willagee centre, provides an improved customer experience through a range of customer service touch points, a larger floor space with a separate area for Practical Driving Assessments and comfortable waiting areas offering free wifi.
Customers visiting the state-of-the-art centre are greeted by a concierge and directed based on their needs. Success offers a dedicated self-service area where DoTís online experts assist customers to complete transactions using its digital services and provides cashless counters for simple transactions and private booths for more complex or sensitive transactions.
Refocusing on servicing customers based on needs, particularly in the growing area of self-service, has reduced wait times at Success. The centre and the service improvements it has delivered have been well received by customers and DoT employees and DoT is confident its flexible design will enable the centre to meet their needs for many years to come. As such, DoT will look to replicate these features when relocating its Joondalup Driver and Vehicle Services Centre in 2020-21.
Image: Customer completing a transaction using the self-service facilities at Success Service Centre.
Service 2: Delivery of Practical Driving Assessments improved in line with DoTís customer and safety focus
DoT is committed to continually improving the processes relating to obtaining a driverís licence, particularly the delivery of Practical Driving Assessments (PDAs), to achieve the best customer experience and road safety outcomes for the community.
In line with this commitment, DoT implemented a number of initiatives in 2018-19, detailed below, which have improved the availability and convenience of PDAs for customers, improved road safety outcomes for novice drivers and riders and enhanced consistency and compliance across the metropolitan and regional networks.
DoT expects these and other initiatives to continue to contribute to the significant and sustained reductions in the number of fatal and serious injury crashes involving Learner and Probationary drivers from 2013 onwards.
Kelmscott transformed to improve the Practical Driving Assessment experience
In 2018-19 DoT transformed its Kelmscott Driver and Vehicle Services Centre into an appointment-only facility focused on improving the Practical Driving Assessment (PDA) experience for customers.
Following public consultation a new service model was introduced on a trial basis and key changes included extending operating hours to allow PDAs to be conducted from 7am to 5.45pm on weekdays and 8am to 12.50pm on Saturday.
Under the trial, Customer Service Officers complete all of the necessary administration tasks prior to the PDA commencing, which has allowed the PDA to be reduced from 50 to 45 minutes while actually increasing the time driver assessors spend with candidates.
These changes, as well as the introduction of SMS reminders to reduce non-attendance of candidates, have successfully increased overall PDA availability at Kelmscott by 23%.
PDAs conducted after 3pm on weekdays have increased by 55% and approximately 20 PDAs are conducted every Saturday morning, providing customers with greater convenience and choice, and non-attendance continues to decline resulting in improved utilisation of booked PDAs.
Feedback has indicated that both DoT employees and candidates are enjoying the increased interaction made possible under the trial. This allows driver assessors to provide more focused feedback to candidates and work more closely with driving instructors to improve road safety outcomes.
Given the success of the trial in improving the PDA experience, DoT will continue to evolve the services at Kelmscott in 2019-20 to focus on improving the overall learner driver experience including offering appointments for theory and hazard perception tests.
Further, DoT will consider the outcomes of the trial in line with its commitment to improving service outcomes for the community.
To support these service improvements the Kelmscott site, including the vehicle inspection facilities, was extensively refurbished in 2018-19.
The upgrades to the centre include a new customer service counter, complex transaction booths and dedicated area for Computerised Theory and Hazard Perception tests.
Changes introduced to Graduated Licensing System to improve safety
In line with its commitment to safe drivers, DoT introduced changes to improve the motorcycle Graduated Licencing System in 2018-19. The changes, which came into effect in November 2018, better enable motorcyclists to develop safe riding skills and build experience to cope with potential hazards and distractions on the road.
Under the new system, DoT introduced a motorcycle specific Hazard Perception Test (HPT) Ė the first of its kind in Australia Ė for R-N and R-E class applicants. The HPT, developed as part of a national Austroads project led by DoT, is designed to measure a novice riderís ability to assess traffic situations and make safe riding decisions.
Other changes included the introduction of a six-month minimum learnerís permit tenure for R-E class applicants prior to undertaking the HPT and a minimum two-year restricted licence phase for R-E licence.
Following extensive stakeholder and community engagement the Practical Driving Assessment process for motorcyclists was also increased in rigour to address safety concerns.
Further, the software and systems changes required to deliver these safety reforms allowed DoT to improve the availability of both Computerised Theory Tests and HPTs, as all computers are now able to offer both tests. This has almost doubled the availability of these tests across the network and with applicants now able to view their results instantly, rather than attending the service desk. This saves time for applicants and frees up our dedicated team to continue to attend to other customers.
These changes have been well received by the community and DoT will continue to monitor their effectiveness in delivering better customer and safety outcomes.
Following the successful completion of the refurbishment in February 2019, DoT reopened the vehicle inspection facilities at Kelmscott and relocated its Vehicle Safety Team from Welshpool. This co-location has not only improved collaboration between teams but is reducing operating costs to the community, with the Welshpool facility to be offered for sale by State Government
Regional rollout of iAssess
DoT commenced the rollout of iAssess in its regional offices following its continued success across all metropolitan Driver and Vehicle Services centres.
The mobile tablet application that electronically records Practical Driving Assessments (PDA) is now delivering a range of benefits in Albany, Bunbury, Broome, Esperance, Exmouth, Geraldton and Kalgoorlie.
Linked to DoTís licensing administration systems, iAssess streamlines the processing of assessment records, provides improved feedback for candidates and ensured consistency with test criteria. This has resulted in reduced waiting times for drivers following their assessment, improving the customer experience and delivering safe drivers to the road network.
With iAssess equipped with a GPS tracking function, DoT can pinpoint where learner drivers are having the most difficulty when attempting their PDA. This data allows DoT to identify trends and better understand where driver behaviour needs to be targeted and improved with further education, in line with its commitment to safe drivers.
This functionality has also improved occupational safety and health outcomes by providing real-time location information and communication in case of emergency.
The use of iAssess in both the metropolitan and regional areas has continued to improve the transparency and consistency of the PDA process at a State-wide level, ensuring that all novice drivers, regardless of location, are meeting the required standards to drive safety.
DoT expects to complete the regional rollout in July 2019, with Karratha and South Hedland the last regional offices to transition to iAssess. Throughout 2019-20 DoT will continue to enhance its iAssess technology to strengthen governance and compliance and further improve the customer experience.
Trial of in-cabin cameras commenced to enhance compliance
In January 2019 DoT commenced a trial of in-cabin video, audio and GPS surveillance cameras in a select group of its 18 Authorised Providers of Heavy Vehicle Practical Driving Assessments (HVPDA) around the State.
Authorised Providers are registered training organisations who, as agents of DoT, deliver these assessments and in doing so, increase availability and accessibility for customers.
The trial emphasises and enhances DoTís commitment to maintaining driving competency standards and robust compliance strategies, which includes the use of a sophisticated predictive analytics system that identifies unusual activity relating to driver and vehicle licence records, enabling DoT to respond to breaches promptly to ensure safe drivers and vehicles.
Through the trial, which was completed in June 2019, seven Authorised Providers in both metropolitan and regional areas utilised the cameras.
The technology and compliance outcomes provided measurable benefits during the trial and DoT is evaluating its future progression.
Image: DoT Driver Assessor using iAssess to conduct a PDA with novice driver.
Service 2: Unsafe vehicles removed from the road under Takata airbag recall
In 2018-19 DoT worked proactively to support owners and manufacturers of vehicles fitted with defective Takata airbags to replace them under the Commonwealth Governmentís compulsory recall.
With the recall affecting approximately 3.5 million vehicles nationally, DoT targeted the most dangerous airbags with a Ďcriticalí recall status, which includes Ďalphaí and other Ďnon-alpha criticalí Takata airbags. Vehicles with Ďcriticalí recall status have been identified by the vehicle manufacturer as having a Takata airbag that poses a heightened safety risk.
In August 2018 DoT commenced writing to owners of affected vehicles, advising them not to drive the vehicle and arrange the free replacement immediately as the activation of the defective airbag has a high likelihood of causing death or life-changing injury.
DoT continued to provide this written and verbal advice to owners who were yet to have the defective airbag replaced as required.
In line with its commitment to safety, in February 2019 DoT commenced using its powers under WA road laws to cancel the vehicle licence of owners still yet to comply.
This approach was successful in reducing the number of vehicles fitted with defective, potentially life threatening, airbags on WA roads from 85 to 16. In July 2019, DoT will cancel the vehicle licences of these remaining 16 vehicles, making WA the first State or Territory nationally to finalise sanction actions to ensure affected vehicles are removed from the road given the inherent dangers these airbags pose to drivers or other road users.
In addition to targeting the vehicles with Ďcriticalí airbags, DoT has been at the forefront of developing a nationally consistent approach to support manufacturers to meet their legal obligations. This includes the provision of vehicle owner details to manufacturers, subject to strict confidentiality controls, which has enabled manufacturers to contact owners of affected vehicles with other categories of Takata airbags.
DoT will continue to work with its State and Territory counterparts and the Australian Competition and Consumer Commission in supporting vehicle manufacturers to replace all defective Takata airbags by 31 December 2020.