Outcome 2: Deliver safe vehicles and safe drivers
Outcome 1: An accessible and safe transport system.
Outcome 2: Vehicles and road users that meet established vehicle standards and driver competencies to deliver safe vehicles and safe drivers.
Outcome 3: Integrated transport systems that facilitate economic development.
Outcome 2: Summary of results against performance targets
Summary of results against performance targets
|Key effectiveness indicators||2016-17
|Percentage of vehicle examinations completed in accordance with the Australian Design Rules (Safe Vehicles).||100%||93.5%|
|Percentage of driver licences issued that comply with the Graduated Driver Training and Licensing System (Safe Drivers).||100%||97.3%|
|Percentage of driver's licence cards issued within 21 days of completed application.||100%||100%|
Service 4: Driver and Vehicle Services
|Key efficiency indicators||2016-17
|Average cost per vehicle and driver transaction.||$18||$18|
|Average cost per vehicle inspection performed by vehicle examination centres.||$251||$289|
|Average cost per vehicle inspection delivered through authorised inspection stations.||$106||$129|
|Average cost per driver assessment.||$96||$103|
- The tables are a summary of the 2016-17 DoT Key Performance Indicators (KPI). For more detailed information see the Key Performance Indicators section.
- Targets as specified in the 2016-17 Budget Statements.
- Efficiency KPI values are rounded to the nearest dollar.
Service 4: Compliance program enhanced to ensure safe drivers and vehicles
Each year, approximately seven million licence or vehicle transactions are conducted through DoT or one of our service delivery partners.
During each and every one of these transactions, DoT is committed to ensuring safe drivers and safe vehicles and has zero tolerance for fraud and corruption.
While DoT has always maintained a rigorous and robust audit and governance regime, its former compliance programs were significantly enhanced in 2016-17 by moving from traditional paper-based or spread sheet analysis to a modern risk management discipline utilising specialised software.
The software, combined with a disciplined risk-based compliance approach, allows for the swift and specific analysis of licensing data to target transactions or functional outputs that are considered to be outside of normal or expected trends.
To make the best use of these enhanced analytical abilities, during the reporting period, DoT formed a dedicated team of Risk Intelligence Analysts to strategically support its operational field-based compliance activities.
The team interpret and convert data into actionable intelligence enabling DoT to:
- Identify new opportunities for targeted audits of service delivery partners.
- Prepare augmented intelligence reports for auditors.
- Proactively identify suspicious matters.
- Recognise persons of interest across investigations.
- Lawfully supply data to other government agencies that have a role in the regulation of road use and users.
As a result of these new and existing compliance programs, DoT has ensured unsafe drivers and vehicles are removed from the roads, improving community safety and any misconduct is identified and appropriate action is taken.
DoT has commenced work to replicate the success of these measures in other business areas.
Service 4: Consistent compliance approach employed across all operations
DoT facilitates a safe and accessible transport system by working in partnership with industry and the community to ensure all private and commercial vehicles, on-demand transport services and recreational and commercial vessels and marine facilities comply with legislative obligations.
DoT achieves this through its comprehensive compliance and enforcement regime delivered by its Driver and Vehicle Services, On-demand Transport and Marine Safety business units.
DoT aims to encourage a safety culture, motivate voluntary compliance and identify, understand and prioritise types of non-compliance based on risk across each of these areas. To support this aim, DoT developed a consistent and transparent approach to compliance across all operational business units in 2016-17.
All compliance officers across the Department are now guided by a DoT-wide Strategic Compliance Framework, Compliance Procedure Manual and Prosecution and Enforcement Policy. These documents complement the accredited training program undertaken by all compliance officers to ensure they have the necessary training and skills to undertake their duties.
This uniform approach ensures consistency and transparency for the community across all of our compliance activities while supporting DoT's commitment to creating a flexible and responsive workforce.
Service 4: Customer experience improved through greater convenience, choice and comfort
DoT is committed to improving the overall experience of customers interacting with the Department online, over the phone or in person to meet their driver and vehicle licensing needs.
In 2016-17, a number of customer service initiatives were progressed that offered greater convenience, choice and comfort for customers accessing driver and vehicle licensing as well as other DoT services.
Customer Experience Steering Committee established
DoT has a department wide focus on improving the customer experience. In line with this, a Customer Experience Steering Committee was established in 2016. The Committee, made up of staff from across the agency, worked to collaboratively to assess the design and delivery of transport services, through the lens of the customer.
Contacting DoT to be made easier
One of the key projects commenced by the Customer Experience Steering Committee in 2016-17, aimed to reduce the number of DoT contact telephone numbers. The long term goal of the project is to have a single contact number for all customer enquiries, making it easier for customers to contact DoT. In addition, it will ensure customers are provided with consistent, excellent service and simplify the task of managing and promoting these contact points.
DoTDirect enhanced and expanded
DoTDirect has been making it easier for customers to complete transactions online since 2013. DoT is committed to the continued enhancement and expansion of this secure service, to further improve customer convenience and choice.
In 2016-17, DoT simplified the sign-up process for a DoTDirect account. Once customers have met the necessary proof of identity requirements, they can now create an online account immediately. The simpler sign-up process has been well-received by customers, with the number of accounts created increasing by an average of 60 per cent since its introduction.
In addition to simplifying the sign up process, a number of other enhancements have been made to the platform. The range of transactions customers can complete has grown significantly and now includes boat activations and payments. With customers now able to complete a wide selection of transactions relating to their licence, vehicle or boat as well as manage personal information all in one place, DoT added a convenient payment trolley option.
The simpler sign-up, wider selection of transactions and enhanced functionality made DoTDirect an even more attractive option for customers in 2016-17, with the total number of transactions completed increasing by 13 per cent from 2015-16.
DoT will continue to digitise more transactions and further improve the functionality of DoTDirect to provide more convenient access to services in 2017-18 and beyond.
Free Wi-Fi offered in all metropolitan DVS centres
In April 2017, free Wi-Fi was made available in all nine metropolitan DVS centres, offering customers improved convenience and comfort.
The secure service encourages customers to familiarise themselves with DoTDirect with assistance from DoT's friendly staff, while allowing them to stay connected in centre.
New and improved Karratha regional office opened
In November 2016, DoT staff in Karratha relocated to a new regional office in The Quarter an exciting residential, commercial and leisure precinct in the heart of the city.
The state-of-the-art accommodation offers a range of customer service areas to cater for the type of assistance required. Customers being assisted with lengthy or more complex transactions are seated in a private booth, while quick and simple transactions can be handled at a separate counter.
The dedicated service areas are staffed by DoT's flexible workforce and together with the addition of free Wi-Fi, have improved the overall experience for customers who visit DoT.
With a number of other Government agencies co-located in The Quarter, the relocation has not only offered added convenience for customers engaging with multiple agencies, but has also promoted collaboration between these agencies for the benefit of the community.
Service 4: Legislation changed to reduce red tape
DoT implemented a number of legislative changes to reduce red tape and improve service delivery for the benefit of DoT customers and the wider community.
Regulatory changes developed to ease pressure on justice system
In 2016-17, DoT developed regulatory changes to allow 13 traffic offences to be dealt with by infringement with the aim to ease pressure on police and court resources. The changes, developed in collaboration with Western Australia Police, Department of the Attorney General and the Road Safety Commission, were expected to reduce the number of uncontested, less-serious cases appearing in court and lead to fewer offenders having to engage in the criminal justice system.
Enforcement officers will retain the power to prosecute more serious instances of particular offences in court and offenders have the right to defend any allegations.
The changes are set to come into effect from 1 July 2017.
Photo card concession successfully introduced
On 1 July 2016, DoT introduced a Western Australian photo card concession scheme following the successful implementation of enabling legislation. The new scheme offers eligible concession card holders the same 50 per cent reduction or 100 per cent exemption towards photo card fees as those applicable to driver's licence fees.
In introducing and aligning the new scheme to the existing driver's licence concession scheme, DoT has ensured equitable financial assistance is available to members of the community who do not hold a driver's licence but still require proof of identity.
Since its introduction more than 3,000 customers have accessed the scheme.
Customers have received a concession under the scheme.
Service 4: Licensing services delivered in remote areas
DoT recognises the importance of a valid driver's licence for people living in remote Western Australia, particularly in Aboriginal communities. Barriers to obtaining and retaining a licence have negative impacts on individuals, their communities and the State as a whole. These include the over-representation of Aboriginal people in the justice system and road trauma as well as the inability to access employment and access essential services.
This year, DoT continued to address this issue and make a difference to individuals and communities across the State through its Remote Areas Licensing Program.
DoT teams made approximately 180 visits to more than 65 locations across the Kimberley, Pilbara, Mid West, Goldfields and Gascoyne regions. They delivered mobile licensing services to local residents and provided them with practical solutions to assist them in obtaining and retaining a licence.
In 2016-17, the teams:
- Issued, re-issued, transferred or renewed a total of 232 driver's licences.
- Delivered 238 theory tests for learner's permits including 37 oral theory tests for customers with different needs.
- Issued 356 learner's permits.
- Conducted 258 practical driving assessments.
- Issued 109 log books.
- Delivered the interactive Safe Driving Course 66 times as an alternative to log book hours.
DoT also continued to strengthen partnerships with Aboriginal corporations, private industry and not for profit organisations that deliver learner's permit theory testing on DoT's behalf. This year marked nine years since DoT signed an agreement with Fortescue Metals Group to provide this service as part of their pre-employment program. Given the success of the long-term partnership, in June 2017 this agreement was extended for three years.
Collaboration with other State Government agencies remained a key success factor of the program and in 2016-17 DoT continued its strong presence at Community Open Days. Facilitated by the Department of the Attorney General, the open days give remotely located customers easy access to a range of government agencies including the Registry of Births, Deaths and Marriages, the Sheriff's Office and Centrelink. Offering customers in remote areas access to these services in one location, has removed significant barriers to obtaining and retaining a licence and delivered benefits to the community as a whole.
At 30 June 2017, 66 per cent of customers issued a driver's licence through the remote service held an active licence, which clearly indicates the success of the program.
The Remote Areas Licensing Program regularly receives positive feedback from customers and is a very tangible way that DoT is helping to close the gap on Aboriginal disadvantage and improve remote service provision.
Image: Remote Licensing officers working in partnership with Ngarliyardu Bindirri Aboriginal Corporation
Service 4: New technology improved efficiency and saved customers time
DoT continued to employ new technology to digitise and improve its services to customers and the community in 2016-17. The initiatives detailed below improved efficiency and saved time and money for customers while delivering a range of other benefits.
iAssess for PDAs successfully trialled
Throughout 2016-17, DoT successfully trialled iAssess - a mobile tablet application that electronically records Practical Driving Assessments (PDAs). The trial involved more than 7,000 PDAs at the Mirrabooka DVS Centre and confirmed that the innovative digital solution delivered a range of benefits to learner drivers and assessors. These benefits included improved transparency and streamlined processing of assessment records which resulted in reduced wait times for drivers following their test.
Importantly, data collected during assessments has assisted in the identification of trends, showing where key driver behaviour needs to be improved and targeted through further education.
Given the success of the trial, DoT will commence the roll-out of iAssess across all metropolitan DVS centres from October 2017 to coincide with changes to the Graduated Driver Training and Licensing framework.
Online medical assessment system launched
In April 2017, DoT launched a new online system that enables health practitioners to submit medical assessments electronically. The secure system improves the speed and quality of information required to confirm fitness to drive exchanged between DoT, health practitioners and drivers - saving all parties time and money.
In the coming reporting period, DoT will engage with selected GP clinics to raise their awareness of the new system, which is expected to see up to 200,000 assessments submitted electronically each year once established.
This enhancement further simplified the process for drivers to satisfy DoT of their ongoing fitness to drive, which has been greatly improved since the introduction of the Fitness to Drive Declaration in 2015-16. The declaration process for eligible drivers has resulted in 20,000 less medical appointments in 2016-17, reducing red tape while reinforcing the driver's responsibility to maintain appropriate health to ensure road safety.
Data centres successfully relocated
In September 2016, DoT successfully relocated its two major data centres in line with the whole-of-government ICT strategy to move towards a consumption-based service model for commercial data centre facilities.
The data centres support all technology systems and associated disaster recovery services for DoT and the Department of Planning. The centres are critical to the delivery of a range of transport services including driver and vehicle licensing, recreational boat registration, marine safety compliance and on-demand transport industry regulation.
The relocation was completed ahead of schedule and under budget with minimal disruption to customer services. As a result, key benefits such as cost-saving and improved system performance for customers and staff have been realised. The new infrastructure also provides a solid foundation to support the vision of maintaining a state-of-the-art information technology network.
Service 4: Western Australia's first Alcohol Interlock Scheme introduced
Alcohol interlocks reduce reoffending.
Drink driving is a factor in around one in five fatal and one in ten serious-injury crashes in Western Australia. In an effort to counter this, DoT worked closely with the Road Safety Commission, Western Australia Police, Department of the Attorney General and the Mental Health Commission to introduce the State's first Alcohol Interlock Scheme on 24 October 2016.
DoT led the development of legislation and the technical implementation of the user-pays scheme which aims to reduce the risk posed by drink driving by mandating those convicted of prescribed offences to only drive vehicles fitted with an approved alcohol interlock device until they successfully complete the scheme.
The devices must be installed, monitored and maintained by DoT-appointed Accredited Service Providers across the State. They prevent the vehicle from being operated if it detects a Blood Alcohol Content equal to or greater than 0.02 per cent in the driver's breath sample. It also prompts the driver to provide further samples at random intervals during their journey.
By requiring alcohol offenders to separate their drinking and driving behaviours, it is expected the scheme will reduce the road safety risk posed to the community. Further, by identifying offenders who require alcohol assessment and treatment it will also contribute to combatting other alcohol related offences. This is supported by national and international research which indicates that alcohol interlocks are effective in reducing drink driving reoffending by an average of 64 per cent.