The document is the annual report from 2007 of the Ministry of Transport in New South Wales, Australia. It summarizes the ministry's role in providing policy advice and managing transportation services to the government. It also outlines the ministry's commitments to customer service, including responding to inquiries from the public in a timely, courteous manner. Risk management and ensuring accounts are paid on time are also areas the report covers.
2. 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 Ministry
The 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 us
The 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;
OHS Plan and activities;
Training and Development opportunities; and
Consultative arrangements.
Appendices
Ministry of Transport Annual Report 07 10
3. Appendices
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 corruption
The 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 us
You 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 feedback
We 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 us
The Ministry has three offices that provide customer services,
located at Parramatta, Newcastle and Wollongong. You can contact
us at:
Parramatta
Level 4,16-18 Wentworth Street
Parramatta NSW
Telephone: (02) 9689 8888
Toll Free: 1800 227 774
Facsimile: (02) 9689 8813
Mail: Locked Bag 5310
PARRAMATTA NSW 2124
Newcastle*
Ground Floor, 239 King Street
Newcastle NSW
Telephone: (02) 4929 7006
Toll Free: 1800 049 983
Facsimile: (02) 4929 6288
Mail: PO Box 871
NEWCASTLE NSW 2300
Wollongong*
Level 6, 221-229 Crown Street
Wollongong NSW
Telephone: (02) 4224 3333
Toll Free: 1800 049 961
Facsimile: (02) 4226 4117
Mail: PO Box 5215
WOLLONGONG 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
07 Quarter 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
