Department of Transport Annual Report 2013-14
Tailoring remote licensing services to meet customer needs
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- Meeting growing demands for vehicle examinations with additional services
- Trialling a new partner service delivery model for heavy vehicle PDAs
Tailoring remote licensing services to meet customer needsDoT continued to deliver a wide range of driver and vehicle licensing services to remote communities in the Kimberley, Pilbara and Goldfields regions through the Remote Licensing Service in 2013/14. The mobile service aims to overcome barriers, such as limited access to licensing services and appropriate vehicles for training and testing, which make it difficult for many people in remote WA to obtain a driver’s licence. Throughout the financial year, the four regionally-based teams: issued, re-issued, transferred or renewed a total of 547 driver’s licences; delivered 469 learner’s permit theory tests, including verbal tests; conducted 434 PDAs; and issued 187 Learner Guide and Log Books. The provision of alternative learner’s permit theory testing methods allowed customers to overcome literacy and numeracy barriers while ensuring competency standards were met. DoT continued to engage private organisations and Aboriginal corporations to assist in the delivery of this flexible assessment method in 2013/14, with 894 tests successfully completed across 12 metropolitan and regional locations. In November 2013, DoT was named as a finalist in the Premier’s Awards for Excellence in Public Sector Management for the delivery of licensing services in remote WA. DoT was highly commended in the Improving Aboriginal Outcomes category, acknowledging that a valid driver’s licence is one of the major factors in closing the gap on Aboriginal disadvantage, particularly for employment outcomes. Meeting growing demands for vehicle examinations with additional servicesThroughout the financial year, DoT continued to expand its Approved Inspection Station (AIS) network to meet growing community and industry demand for vehicle examinations. Following a rigorous selection process, 18 new outlets brought the number of stations in the metropolitan AIS network to 35; while the regional AIS network expanded to 226 stations with the addition of 13 new outlets. DoT also introduced an additional mobile AIS service to assist with on-site annual bus examinations in the metropolitan area, bringing the total number of mobile units to three. These mobile operations provide great flexibility and more convenient access to inspection services for bus companies and motor vehicle dealers. These service partnerships were strategically implemented to both offer customers and dealers more convenient access to vehicle examinations, and ensure service levels were maintained following the closure of the ageing Vehicle Examination Centres (VECs) at Midland in November 2013 and Warwick in June 2014. The expansion of the AIS network, together with the introduction of a new pre-booking system, successfully reduced customer wait times at DoT’s three remaining metropolitan VECs throughout the year. Customer convenience was also enhanced across the AIS network following the completion of the Vehicle Inspection System roll-out. The system allows inspectors to submit inspection details and issue certificates of inspection more efficiently, saving customers time. The vehicle inspection system was also instrumental in allowing DoT to audit the entire network. With almost 60 per cent of all light vehicle examinations being undertaken by AIS and this figure expected to increase, DoT remained focused on strengthening compliance and audit activities in 2013/14 to ensure the highest standards of safety and service. The Governance and Compliance Services Unit conducted planned and/or unplanned audits of 100 per cent of stations within the metropolitan and regional AIS network in 2013/14, with all new stations subjected to additional audits to ensure achievement of desired outcomes. DoT plans to further improve audit and compliance efficiency by implementing an advanced predictive analysis system with the capability to identify trends, potential non-compliance issues and other safety-related anomalies. Trialling a new partner service delivery model for heavy vehicle PDAsIn 2012/13, DoT received a number of serious safety concerns from members of the community and the local government regarding the high volume of heavy vehicle PDAs being conducted in the Bunbury CBD. DoT immediately responded to these concerns by temporarily conducting these assessments in a light industrial area on the periphery of Bunbury, and acknowledged the need for a viable long-term solution to keep heavy vehicle PDAs out of the CBD. From May to November 2013, DoT commenced a six-month trial of the use of a registered training organisation (RTO) to conduct heavy vehicle PDAs outside of the CBD. As part of the trial, PDAs for customers applying for heavy rigid and heavy combination driver’s licences in Bunbury and Busselton could be conducted by a DoT-appointed RTO or a DoT assessor. DoT provided comprehensive training and held monthly meetings with each RTO participating in the trial to ensure a strong understanding of DoT’s assessment and safety standards, identify further training needs and assess service delivery improvements. The trial concluded in November 2013 and was reviewed both independently and by DoT to determine if the new service delivery model would meet the ongoing needs of DoT staff and customers and the wider community. The review of the trial found key benefits. The number of heavy vehicle PDAs conducted by DoT assessors in the Bunbury CBD was reduced from 1018 in the corresponding 2012 period to just 28 during the trial period – mitigating community and local government safety concerns. DoT was able to reallocate resources from heavy vehicle PDAs to conduct 29 per cent more entry-level car (C class) PDAs – equating to 651 more C class assessments than during the comparable period in 2012. The partnership resulted in a more flexible, convenient and responsive service and DoT maintained control over compliance and standards via rigorous contract conditions. These include mandating the delivery of key competency units and physical and desktop audits of both instructors and assessors from the RTO to ensure each heavy vehicle class licence applicant has the skills and capabilities for safe operation of their heavy vehicle. Customers had more choice and convenience for undertaking heavy vehicle PDAs. As a result of the trial’s success, in May 2014 the Minister for Transport announced that this service delivery model would be rolled out state-wide. The tender process to seek a suitable RTO is expected to be completed in 2014. Once the new service delivery model is fully operational state-wide, it is anticipated that overall availability of driver assessors will increase by about 10 per cent. 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