ministry of transport annual report
TRANSCRIPT
07moving forward for
Ministry of TransportAnnual Report 2007
Ministry of Transport Annual Report 2007
Appendices
Ministry of Transport Annual Report 0713
Appendix 16: Guarantee of Service
The Ministry of Transport Customer Service Commitment was updated on the Ministry’s website during the 2006/07 financial year as follows.
Customer Service Commitment
About the MinistryThe Ministry’s role is to assist the Government in its objectives by:
Providing independent, considered policy advice to the Minister for Transport
Providing financial, budgetary and strategic coordination within the transport portfolio
Managing regulation and contracting of transport services Providing general support services for the Minister and staff
This Customer Service Commitment informs you of the standard of service that can be expected from us and provides an avenue to comment on our performance.
This commitment explains:
What you can expect from us How you can help us How you can give us feedback How you can contact us
What you can expect from usThe community is entitled to expect the business of the Ministry to be conducted with efficiency, economy, fairness, impartiality and integrity.
To meet this expectation, when dealing with you all staff will:
Always be courteous and helpful Identify themselves when speaking to you Provide accurate, relevant and timely information Treat you fairly and consistently Use clear and concise language Be sensitive to diversity issues Ensure that any information provided is in keeping with Ministry
policy
If you telephone us we will: Manage your call between the hours of 8.30 am and 4.30 pm
each working day Identify ourselves when we speak to you Where your enquiry is the responsibility of another agency, refer
you to that agency Aim to resolve your enquiry during the call. If the query is more
complex, we will respond to you by a return telephone call as soon as possible and within seven (7) working days
If you visit our offices, we will: Be available to serve you between the hours of 8.30 am and 4.30
pm each working day Identify ourselves when we speak to you Attend to you within 45 minutes if you come into our office
without an appointment Attend to you within 20 minutes of the time of your
appointment Where your enquiry is the responsibility of another agency, refer
you to that agency Accept applications and written requests at the counter and
process them within 21 days. Where this is not possible, due to the nature of the enquiry we will:
Inform you of the time needed to provide a final response Give you a name and telephone number to call if you have
further queries
If you write/fax us or lodge an application through the mail, we will: Respond to you within 21 days of receipt. Where this is not
possible, due to the nature of the enquiry, we will: Inform you of the time needed to provide a final response Give you a name and telephone number to call if you have
further queries
Metropolitan and Outer Metropolitan Bus System Contracts. The Committee met monthly and was comprised of the Director General, members of the Executive and senior officers of the Ministry.
The Ministry has an Information Management and Technology Steering Committee in place to ensure the cost effective application of management of information communication and technology systems and resources across the Ministry. The Committee meets bi-monthly and is comprised of members of the Executive, the Chief Information Officer and other senior officers in the Ministry.
The Ministry has a Staff Development and Training Committee to ensure that training strategies, programs and funding are aligned to corporate directions and priorities. The Committee meets quarterly and is comprised of members of the Executive, senior officers of the Ministry and the manager, Employee Relations.
The Ministry continues to use the Treasury Managed Fund for its insurance purposes.
Appendix 21: Ethnic Affairs Priorities Statement (EAPS)
The Ministry’s print media includes information on the Code of Conduct and the School Students’ Transport Scheme in five languages (in additional to those in English) which are accessible on the Internet site.
Ministry staff have been provided with access to training in Community Engagement and Consultation courses to enhance and sharpen their awareness of the needs of members of a culturally diverse community.
Position descriptions for established positions within the Ministry contain EAPS responsibility statements which also form part of the merit selection criteria when recruiting to vacant positions.
Appendix 22: Action Plan for Women
The NSW Government’s Action Plan for Women aims to:
Reduce violence; Promote safe and equitable workplaces; Maximise interests in economic reforms; Promote the position of women in society; and Improve access to education, health and quality of life.
In addressing the NSW Government’s Action Plan the Ministry adheres to the following guiding principles and incorporates then into Ministry policy and procedures:
Equity; Access; Rights; Natural Justice; and Participation.
Adherence to these principles are reflected in the Ministry’s:
Policy and Procedures; Regulation of the industry; Representation on Committee’s working groups; Provision of educational opportunities; and Carriage of compliance activities and programs.
For staff of the Ministry, consideration of these principles is incorporated into:
EEO Management Plan; OH&S Plan and activities; Training and Development opportunities; and Consultative arrangements.
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Ministry of Transport Annual Report 07 10
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Ministry of Transport Annual Report 07 12
If you email us (please tell us your mailing address), we will: Respond to you within 21 days of receipt. Where this is not
possible, due to the nature of the enquiry, we will: Inform you of the time needed to provide a final response Give you a name and telephone number to call if you have
further queries
Fraud and corruptionThe Ministry of Transport has a nil tolerance on fraud and corruption. It is Ministry policy that staff are not permitted to accept bribes or inducements (no matter how trivial these may be), or to act dishonestly or partially as public officials. This includes the deceit or advantage gained by unfair means.It is also Ministry policy to report to the police any customers who might offer inducements or bribes to staff to act dishonestly.
How you can help usYou can help us to help you by: Providing timely, accurate and sufficient information to enable
us to respond to you in the advised time Advising us if matters are urgent or time sensitive so that we can
do all that we can to respond within an acceptable timeframe Responding to our requests within the advised time Being courteous and respectful in your dealings with us Listening carefully and communicating clearly
While the Ministry may provide assistance in the interpretation of legislation under the Passenger Transport Act 1990, it does not provide legal advice. If specific advice is required, you should seek this from your own legal representative.
How you can give us feedbackWe welcome any comments and suggestions you might have on improving our services. Your feedback is always welcome and will enable us to determine your satisfaction with our services and to continuously improve our performance.
You can provide feedback by contacting the Ministry of Transport at any one of the Ministry offices listed below. Or by filling in and submitting the Email Enquiry Form on this website.
How you can contact usThe Ministry has three offices that provide customer services, located at Parramatta, Newcastle and Wollongong. You can contact us at:
ParramattaLevel 4,16-18 Wentworth StreetParramatta NSWTelephone: (02) 9689 8888Toll Free: 1800 227 774Facsimile: (02) 9689 8813Mail: Locked Bag 5310PARRAMATTA NSW 2124
Newcastle*Ground Floor, 239 King StreetNewcastle NSWTelephone: (02) 4929 7006Toll Free: 1800 049 983Facsimile: (02) 4929 6288Mail: PO Box 871NEWCASTLE NSW 2300
Wollongong*Level 6, 221-229 Crown StreetWollongong NSWTelephone: (02) 4224 3333Toll Free: 1800 049 961Facsimile: (02) 4226 4117Mail: PO Box 5215WOLLONGONG NSW 2500
You can also contact us by by filling in and submitting the Email Enquiry Form on this website.
* All taxi and hire car applications and enquiries are managed by the Parramatta office.
Appendix 17: Payment of Accounts
Appendix18: Time for Payment of Accounts
Accounts paid on time within each quarter
There were no instances in 2006-07 where the Ministry was charged interest for the late payment of accounts.
Appendix 19: Risk Management and Insurance Activities
The Ministry has an ongoing commitment to continuously implement an effective system to manage risks that may impact on business objectives including the protection of assets, funding and staff, and to minimise liabilities, both personnel and public, against loss or incidents. The foundations of standard AS/NZS 4360:2004 are adopted.
An annual risk management workshop is conducted to review risks, identify new risks, assess risk severity and develop treatment plans. The Ministry introduced an organisation specific Impact (Consequence) Evaluation Table in 2007 and uses a matrix approach to categorise risk severity. The Ministry risks are assessed using these processes and a risk profile is established. Risks are regularly reviewed by the Ministry’s Executive.
The Ministry continues to operate an Audit Committee that monitors its risk management and oversees the implementation and review of its internal audit program. The Committee meets on a quarterly basis and is comprised of an independent Chairperson, members of the Executive, and is attended by representatives of the Audit Office of NSW.The Ministry operated a Bus Reform Contract Steering Committee to monitor the ongoing performance and financial aspects of the
Appendices
Ministry of Transport Annual Report 0711
07Quarter Current (Within due
date)$
Less than 30 days overdue$
Between 30 and 60 days overdue$
Between 60 Days and 90 days overdue$
More than 90 days overdue$
September 1,193 - - - -
December 1,841 - - - -
March 1,777 - - - -
June 226 - - - -
Total Accounts Paid on Time Total Amount Paid
Target % Actual % $ $
September 100 99.7 784,784 787,425
December 100 99.7 935,400 938,197
March 100 99.8 868,552 870,591
June 100 99.5 924,434 929,137
$3,525,350