AbOUT ThE NZtransport agency

STRATEGy SNAPShOT 2013–16

We work for every person who depends on transport. Our work spans everything from helping a new driver to complete their licence application to participating in discussions on how cities plan and fund their transport needs, from promoting safer vehicles to reduce deaths and serious injuries to investing in expressways.

We ensure that the transport system remains responsive to the demands placed on it by New Zealanders looking to travel for work, play and study and to move goods to market.

We are big, complex and we get things done. And all of this activity fits into a broader story – the NZTA 5.

GEOFF DANGERFIELDChief Executive

Every New Zealander is our customer

WhO WE ARE

WE ARE WORKING IN

PEOPLE LOCATIONS FROM WHANGAREI TO DUNEDIN

At the NZtA, it all starts with our people

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New Zealand thrives when the transport system and sector is...

Why WE ARE hERE

Creating transportsolutions for a thriving New Zealand

EffECtIvE – moves people and freight where they need to go in a timely manner

EffICIENt – delivers the right infrastructure and services to the right level at the best cost

sAfE ANd REspONsIblE – reduces the harms from transport

REsIlIENt – meets our future needs and endures shocks.

the whole transport sector (road, rail, air and sea) is working to achieve these enduring outcomes.

CustOmER GROups

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WhO WE WORk FOR

Individuals

New Zealand communities

We help people make the best use of New Zealand’s transport system – whether they are drivers, riders, passengers, pedestrians, people getting their warrants of fitness, licensing or registering their vehicles, or businesses that move freight or need permits or commercial operator licences.

We help plan cities that are easier to get around; build new highways; invest in roads, public transport, walking and cycling in regions and towns; and make the roads safer. We do this by working with our stakeholders.

WE WANt OuR CustOmERs ANd stAKEhOldERs tO bE sAtIsfIEd thAt:

we deliver services and solutions that are convenient, effective, efficient and represent good value for money

we help them make more efficient, effective and safe transport choices

we listen to them and consider their views, and provide clear reasons for the decisions we make.

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Success comes from what we do and how we do it.

We commit to where we are going and we put our heart into what we do. We get engaged every day.

We enjoy the people we work with and appreciate their talents. We find solutions for our customers with joined-up thinking.

We are courageous. We tackle the difficult issues. We know our value and bring it to our work with confidence and good judgement.

OuR ORGANIsAtIONAl CApAbIlIty plAN Is tO GROW AN AGIlE, hIGh-pERfORmING ORGANIsAtION:

hOW WE WORk

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FRONT UP

We are at our best when:

We harness our knowledge, because it will help us make quicker, smarter and more aligned decisions. We work with our customers, stakeholders and each other to create great transport solutions for New Zealand. We have a culture of continuous improvement and innovation that helps us meet the challenges of delivering our ambitious work programme.

Integrate one network for customersWe are integrating planning, investment and operations so that travel around our towns, cities and rural areas is seamless and more efficient – whether by walking, cycling, using public transport, freight vehicles or cars.

Shape smart transport choicesWe are helping shape the transport choices that people make by providing good information and encouraging them to travel safely and efficiently. We want to work cooperatively with other network operators to unlock the land transport system’s contribution to a thriving New Zealand.

Deliver highway solutions for customersWe are ensuring that the state highway network plays its part in the wider transport network and contributes to safe and reliable journeys. Over time we want to improve the experiences that people have on our highways, and work to ensure the state highway network is resilient to change.

maximise returns for New ZealandWe are making smart and innovative investments in the national, regional and local land transport system because we need to ensure every dollar we spend helps New Zealand thrive. Together with our partners we allocate funds to advance national and regional transport objectives.

WhAT WE DO

Our goals over the next 10–20 years

work with 78 councils to influence their transport and land use decisions

invest more than $2.9 billion in land transport activities

manage 11,000km of state highway

answer more than 1.8 million customer calls

transact online with more than 2.2 million New Zealanders

conduct more than 8 million vehicle inspections through our agents.

tO hElp AChIEvE thIs, EvERy yEAR WE:

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Putting customers at the heart of our businessWe want to make it easy for people to do the right thing, such as keeping their vehicles roadworthy or paying a toll. We will use our skills and expertise to understand customers’ needs and find solutions that deliver services people really value at a cost that makes sense.

making the most of urban network capacity We can achieve economic growth, productivity and social benefits by further integrating planning, investment and operational activities for state highways, local roads and public transport. We will work together with other network operators in our biggest cities in the spirit of one network.

moving more freight on fewer trucksMoving more freight with fewer truck trips has economic, safety and environmental benefits. High productivity motor vehicles (HPMVs) can achieve these gains because they are up to 20% more efficient. Increasing the use of HPMVs will continue alongside our broader work to improve freight supply chain efficiency.

Safe speeds to reduce deaths and serious injuriesOur focus on safe speeds is at the heart of the enduring Safer Journeys vision of creating a safe road system increasingly free of deaths and serious injuries. Managing crash forces to survivable levels is the goal. Aligning travel speeds with road function and design will help us move towards this goal, as will our continued work on safer roads and roadsides, safer vehicles and safer people.

Efficient road maintenance investment and deliveryWorking with our local government partners we can achieve greater value for money from road maintenance and operations. We will achieve this by agreeing a national road classification, better targeting our investments to levels of service, and improving our practices.

OUR CURRENT FOCUS

Our priorities over the next 3 years

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Each day we make our best contribution to creating transport solutions for a thriving New Zealand

how we deliver

OURSTRATEGy

OURPLANS

OURPEOPLE

OURDELIvERy

Our strategy directs our planning, people and delivery.

Our plans tell us what we need to do and when.

Our people have personal development plans that support them to be the best they can.

Our delivery realises our goals and priorities and ensures our customers receive services they really value.

A peak in motorcycle crashes on the Rimutaka Hill Road every March sparked a swift inter-agency response. Principal Safety Engineer, Caron Greenough, reviewed the statistics and thought ‘this doesn’t look right. We should be doing something’.A group from ACC, the Police, local authorities and the NZTA gathered to determine what was happening and to build an inter-agency response.Several short-term initiatives were implemented, including brochures and billboards about motorcycle safety. A film of a motorcycle ride over the hill will be used for the safety training. The film will also help with some engineering changes, such as finding the best place for barriers and extra signage.Longer term we are looking at speed limits and more educational initiatives. Regular catch-ups across teams and agencies continue. ‘We share what we’ve been doing and see where we can help so all parts of the puzzle are covered. That’s what Safer Journeys is all about.’

mOtORCyClE sAfEty ON thE RImutAKA hIll ROAd

Customers are at the heart of our business and Janelle King is at the cutting edge of improving how we talk with them. A customer service representative at the Contact Centre, Janelle is working with Twitter as well as the online conversation tool, web chat to make sure we communicate with our customers in the most efficient and accurate way available. Janelle says Twitter is the fastest way for a customer to receive an answer from us, and this part of our customer service is growing in popularity. ‘It’s a great way to respond to an individual customer’s query and at the same time reach the wider public. Because we’re the first point of contact for our customers, we have to be able to help. Every customer must be able to use the information we give them. Twitter and web chat are great ways to provide information that’s useful.’

NEW WAys OftAlKING WIthCustOmERs

INtEGRAtEd tICKEtING

We’re well on our way towards integrated ticketing that makes public transport a more attractive choice by allowing one ticket to be used on different services, such as bus and rail. Over the past five years we’ve worked with the public transport sector to create a national integrated ticketing framework, to help improve the effectiveness of public transport. Through innovation, working with key partners, and embracing technology, we’ve taken the first step in Auckland, and now we’re working with other regions to see how this could benefit them. We’ve provided 100% funding to develop the central system for the Auckland Integrated Fare System, which in turn is the foundation for the proposed framework across New Zealand. Auckland Transport’s AT HOP card for train, ferry and bus commuters is just the beginning.

The Upper North Island Freight Story is about building a strong evidence-based story together with our partners. Ten organisations, including the Upper North Island Strategic Alliance, the NZTA, KiwiRail and Auckland Transport worked together during 2012/13 focusing on how to reduce the cost of doing business in New Zealand. ‘We need to see the freight task through a number of lenses otherwise we could miss opportunities.‘We’ve got to get the upfront conversation right first, so we can understand from each other’s perspectives. We have to understand what other organisations bring to the table and how they make decisions to deliver a seamless story,’ says Janeane Joyce, Organisation Improvement Manager. ‘Sharing all the parts of the story, sharing the risk, and sharing the issues and opportunities – that’s how you deliver one network to the customer.’

ChRIstChuRCh JtOC

Joint Transport Operations Centres (JTOCs) in Auckland, Wellington and Christchurch are round-the-clock examples of our strong working relationships with other agencies. Systems including electronic message signs, cameras and monitors provide real-time information for road users about incidents and conditions, saving time and increasing safety and efficiency on the roads. After two years of working alongside the Christchurch City Council after the earthquakes, the relationship continues to grow. ‘How do we really make this hum for our customers? Working more closely with our partners enables us to work towards better managing one network for the benefit of our customers. It links back to having strong relationships with our partners,’ says Ryan Cooney, Transport Operations Manager (Acting).

uppER NORth IslANd fREIGht stORy