Department of Transport Annual Report 2013-14
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- Customer feedback
- Investing in our great people
Freedom of informationDoT’s Freedom of Information (FOI) Unit is the initial contact point for members of the public, applicants, third parties, the Office of the Information Commissioner and other public sector agencies for all FOI-related matters. FOI statistics for 2013/14, compared with previous years, are listed below.
The increase in the number of applications received may be attributed to the number of projects of high public interest that the Department has been managing. Under the Freedom of Information Act 1992, DoT is required to respond to FOI applications within 45 days of receipt, unless an extension is granted. The average time to process applications during 2013/14 was 16.5 days. Customer feedbackDoT’s Complaints Handling Policy provides a flexible approach allowing complaints to be made in person, by phone, fax, online or in writing. Complaints Handling Procedures provide guidelines for implementing the policy in line with the Australian Standard on Complaints Handling (AS ISO 10002-2006). Complaints are managed through DoT’s Customer Feedback System (CFS). The CFS records compliments, complaints, general feedback and requests for information. Customer feedback may relate to access to information, service standards and facilities (including fees, fines and costs) or the legislation, regulations and standards that DoT administers. Feedback statistics for 2013/14, compared with previous years, are shown below.
Overall, there has been a steady increase of customer interaction through the feedback system. Increases in both complaints and compliments were registered, while DoT’s largest directorate, Driver and Vehicle Services, accounted for 89 per cent of the total feedback received. Investing in our great peopleTraining delivered in line with Learning and Development Plan 2013-2017DoT’s People and Organisational Development directorate continued to implement the Learning and Development Plan 2013-2017 to ensure we have the right people, with the right skills, to achieve our strategic objectives. In 2013/14, there has been a focus on improving local induction training programs across DoT. These local training programs were supplemented by e-learning modules and corporate induction sessions. There was a continued focus on getting the Performance Management System ‘basics’ right with the implementation of our Performance Partnership Program (PPP) across the business areas. This focus was supported by PPP training for managers in how to set a simple, meaningful and relevant Individual Performance Plan, conduct regular performance reviews and also how to manage performance issues. Managers continue to receive training to enable them to feel confident and competent in effectively leading and managing their employees, in line with the Code of Conduct and the desired culture of DoT. Throughout 2013/14, more than 1,300 DoT staff participated in key courses outlined in the plan to improve their customer service, people management and career development skills.
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