Key Performance Indicators
Measures
Passengers per service kilometre
1 Use of public transport increases
Metropolitan service coverage
Initial boardings
Trips per capita
Customer satisfaction index
2 Service reliability is maintained at a high level
Benchmarking
Availability of rollingstock to perform required service
3 Customer satisfaction is maintained
Service reliability
Customer perception of safety
Notifiable occurrences
Lost-time injury/disease (LTI/D incident rate)
4 Safety incidents per million passengers decrease
Lost-time injury severity rate
Return-to-work rate
Percentage of managers trained in OSH and injury-management responsibilities
Pass service inspections (school buses)
Monitor costs (longitudinal tracking), maintenance and upgrade costs
Absenteeism and turnover rate
7 Improve diversity across the workforce
Diversity index
8 Customer-focussed communications and marketing
Passenger Satisfaction Monitor
9 Obligations under the lease are adhered to
Five-year independent audit
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enquire@pta.wa.gov.au www.pta.gov.au Telephone (09) 9326 2000
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Public Transport Centre, West Parade, Perth, WA 6000
PO Box 8125, Perth Business Centre, Perth, WA 6849
RN
AUST
RA
Public Transport
Authority
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OF
Total cost of managing residual freight issues
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10 Residual freight issues are managed effectively
Lease breaches
A
Increase in staff engagement
Asset utilisation
LI
6
Operating cost per passenger kilometre/or students carried
THE
5 Assets and financial resources are managed
effectively to meet business objectives
RN
AUST
RA
Public Transport
Authority
Public Transport Authority
Strategic Plan
The Transport Portfolio
The Government of Western Australia is committed to improving the service
delivery of an integrated public passenger transport system and increasing the
uptake of services by the public.
The Public Transport Authority (PTA) forms part of the Transport Portfolio. The Portfolio
aims to achieve the following objectives:
1. An integrated, efficient and sustainable transport system;
2. An efficient and effective integrated transport service delivery;
3. A coordinated approach to transport policy development and implementation; and
4. Integrated State-wide transport planning.
Customer
Service Charter
PTA key agency outcomes:
Output 1
Metropolitan and regional
passenger service
Increase the use of public transport.
Outcomes
• Customers who are satisfied with the quality of services.
• Increased use of public transport.
Output 2
Country passenger
rail and coach service
Output 3
Regional school
bus service
• An extremely high safety standard.
• A committed workforce prepared for current and future needs.
• A cost-effective service.
Rail corridor and residual
freight issues management
he PTA is committed to providing a
T
quality passenger transport service to
the public.
•
he PTA will plan and provide transport
T
systems that respect the environment
and improve sustainability.
•
ur buses, coaches, trains, ferries
O
and facilities will be clean and well
presented.
•
he PTA will plan and review passenger
T
transport services in consultation with
the community to get the best results.
•
•
•
ur staff and contractors will treat
O
customers in a respectful and
professional manner.
urrent information about all PTA
C
services will be available from customer
service staff, brochures, timetables, our
call centres and our website.
o help us improve our services we
T
value your feedback on our PTA
Commentline, 13 16 08, or via our
web links, www.pta.wa.gov.au or for
specific Transperth business,
www.transperth.wa.gov.au
• Effective organisational management.
• The long-term value of the rail corridor is protected
Output 4
•
and the railway remains fit for purpose during and after
the current lease
• Residual freight issues managed effectively.
•
ur bus, coach, train and ferry staff
O
and contractors will be focussed on
delivering safe and reliable services.
POSITIONING
Connecting people and places
VISION
COMMUNICATIONS
To make public transport the number one choice for connecting people and places
The EXTERNAL brand
values and brand
personality used in
PTA communications
PURPOSE
To provide safe, customer-focussed, efficient and cost-effective transport services
PARTNERSHIPS
•
•
•
•
e are true business
W
partners
We are part of the
community
We understand our
customers and invest in
their future
We value, recognise and
encourage our employees to
reach their full potential
EXCELLENCE
COMMUNICATION
We strive for excellence in our:
• People
• Infrastructure and fleet
• Customer service
• Leadership
• Safety
•
We understand that quality
information can flow only
through a two-way process
• We value the needs and
opinions of all our people
• We ensure our
communication is accessible
for all our people and
customers
CUSTOMERS
The pillars upon
which the PTA’s
relationship with the
customer is based
CULTURE
VALUES
RESPECT
RECOGNITION
INTEGRITY
SAFETY
SUSTAINABILITY
We value and
respect our
customers,
suppliers and
each other
We recognise
each other for
achievement,
initiative and
innovation
We are honest
and ethical
We are
committed
to safety and
protecting
your future
We consider
the long-term
economic, social
and environmental
impact of
everything we do
The values that
drive the INTERNAL
culture of the PTA
PTA key result areas
Customer-focussed public
transport services
Key objectives:
• Provide new and improved transport
services that meet the needs and
expectations of the community.
• Strengthen the customer-focus culture
of the PTA.
• Continuously improve safety and personal
security standards.
• Maintain a high level of service reliability.
Efficient business management
Key objectives:
• Ensure information and knowledge
system are appropriate to support
service delivery.
• Use assets and financial resources
effectively.
• Capture, analyse and report
on information for improved
decision-making capability.
Communications and marketing
Key objectives:
• Educate and engage the community
about the benefits of public transport
• Influence decision-makers on the benefits
and costs of public transport.
• Deliver information to customers and
employees when they need it and how
they need it.
Our People
Key objectives:
• Recruit, develop and retain the right
people with the right skills.
• Build leadership and management
capability.
• Enhance the onePTA culture and increase
employee engagement.
• Ensure the safety of our people.
Asset management
Key objectives:
• Implement a strategic asset
management framework.
• Strategically plan and manage assets
to meet business needs.
• Select, deliver and manage assets on a
whole-of-life basis ensuring they are safe,
accessible and reliable.
• Undertake best-practice project
management.