Governance
Governing for all Western Australians in an open, effective and efficient manner that also ensures a sustainable future.
Policy and planning
Legislative improvements
During the year we have undertaken a range of improvements to existing legislation to ensure a more efficient system of governing for all Western Australians. We:
- Conducted a review of the Swan Valley Planning Act (1995). The preliminary findings are that the Act has functioned effectively since its introduction, but that a number of minor amendments are recommended to improve its effectiveness;
- Undertook a review of the Western Australian Planning Commission Act (1985). The review recommended several amendments to the functions and composition of the Commission and its committees. Following approval by the Minister, the recommendations have been included as amendments to the planning legislation in the Planning and Development Bill;
- Released the Planning and Development Bill 2004 as a Green Bill in April 2004 to consolidate planning legislation into one simple, easy to read act and, following consideration of comments, the Bill was introduced into Parliament on 30 June 2004;
- Commenced a review of the state’s land administration laws to improve the operation and effectiveness of the current Land Administration Act 1997. The review will highlight opportunities for enhancement of the Act and help determine the requirements for legislative change;
- Worked on changes to the Acts Amendment (Reserves and Reserve Boards) Act 2003 and the Statutes (Repeals and Minor Amendments) Act 2003, which were proclaimed in December 2003; and
- Developed amendments to the Taxi Act (1994) to ensure a better standard of service.
On behalf of the Western Australian Planning Commission, we have also:
- Developed a new system for classifying the Commission's policies and plans into a coherent and consistent framework;
- Prepared statements of planning policy for telecommunications infrastructure (final), the Swan-Canning River system (draft) and cultural heritage conservation (draft);
- Commenced a review of Liveable Neighbourhoods and the Commission's operational (subdivision and development control) policies;
- Undertaken a review of Statement of Planning Policy No.1 State Planning Framework; and
- Prepared guidance on a range of matters including acid sulphate soils, wind farm developments, caretaker dwellings in industrial areas, and the use of special control area provisions in town planning schemes.
Statutory planning improvements
The Statutory Planning Internal Review and Improvements Taskforce was established in July 2003 to work with industry, other government agencies and our statutory planning team to develop and implement improvements to the Western Australian Planning Commission’s planning approvals processes. In addition to developing a program of long-term improvements to processes, the team implemented a strategy to speed up application processing in the short term, enabling a 15 per cent increase in the number of subdivision, strata and development applications processed compared to last year. Sixty-six per cent of applications were processed within their respective statutory time limits, an improvement of five per cent over last year.
Additional funding was obtained to clear a backlog of planning applications and extra town planning staff were employed so that backlogged applications could be cleared. As a result of the sustained effort of staff, the proportion of backlogged applications has been substantially cleared.
Functional review of licensing
Progress continued on implementing the recommendations of a functional review of our licensing role, commissioned by the Government to fully evaluate service delivery options for licensing services. The review was completed in December 2002. The report contains more than 90 recommendations to improve processes, and recommends that licensing services remain within the Department.
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Written-off motor vehicles
To further combat professional car theft and vehicle fraud, we joined the national Written-Off Vehicle Register in October 2003. By holding information on a national database, authorities from all Australian states can check the history of vehicles presented for reregistration, eliminating a major avenue for the re-registration and movement of stolen vehicles from state to state.
Corporate governance
We are committed to ensuring that effective accountability mechanisms, fundamental to good governance, are in place within our organisation. Good corporate governance requires clear definitions of responsibility and a clear understanding of relationships between the organisation's stakeholders and those entrusted to manage resources and deliver its outcomes, and ensures that participants in the governance process are aware of their roles, responsibilities and accountabilities.
We have been progressively improving policies and processes for the good governance of the organisation. The key focus of the Corporate Governance Framework is based on clear planning and direction, appropriate and timely information, sound resource management and adequate controls.
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Business Excellence Framework
In 2003-04, we undertook a guided selfassessment of our organisation against the Business Excellence Framework. We have used this framework to identify opportunities to build a stronger organisation, and the results will be filtered into the business planning process and the gradual implementation of strategies to facilitate innovation and improvements.
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Financial systems upgrade
During the year we implemented a major upgrade of our financial systems, taking advantage of web-based technology in the upgrade to Oracle IIi. This initiative included implementation of the latest Oracle e-business suite for the Department and the Western Australian Planning Commission to bring the most up-to-date technology to financial and reporting systems, and to improve accountability.
Internal Audit
Our Internal Audit branch provides advice to management, and conducts reviews in accordance with an approved audit plan to assist in maintaining effective corporate governance, and to contribute towards the improvement of business practices.
During the year we expanded our audit program to cover significant auditable activities formerly associated with the Department of Land Administration (now the Department of Land Information). We also upgraded our audit information so we have real time access to monitor and report on audit recommendations, including matters reported by the Auditor General. Key audits within the year included reviews of departmental grants; use, control and management of corporate credit cards and motor vehicle logbooks; lease management and lease rental; corporate governance; payroll; and fringe benefits tax.
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Service delivery
TRELIS
The Transport Executive and Licensing Information System (TRELIS) represents a substantial modernising, integration and consolidation of Western Australia’s existing vehicle and driver databases into one database that will provide data accuracy and integrity and deliver better customer service. It will also modernise the cost-effective collection of more than $1 billion in revenue. It has critical interfaces to many agencies including the Western Australian Police Service, the Department of Justice, the Insurance Commission of WA and the Department of Consumer and Employment Protection, and is an important part of the state’s revenue collection process.
The development of TRELIS has taken longer than was initially anticipated but the cost will be close to the original budget estimates in 1998. The delay has been occasioned partly by demands for additional functionality from important stakeholders. TRELIS is scheduled to commence in July 2004.
Better complaints handling
We acknowledged that our systems for handling complaints needed a complete overhaul to give us the opportunity to hear and act on feedback from the community. We developed a new complaints policy that has broadened and formalised our approach to managing complaints.
The new policy, which was implemented during the year, includes:
- A feedback form for capturing suggestions, complaints and praise;
- Development and implementation of an information system for recording, monitoring and reporting on complaints;
- The development of staff training on the complaints policy, processes and information system; and
- Complaints reporting for identifying opportunities for improvement.
To enable staff to better manage the customer relationship when feedback is provided, we will implement new relationship management skills training during 2004-05.
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Nautical data management
The Department undertakes hydrographic and engineering surveying, tide data collection and analysis, fairsheet production, cartography and data management on behalf of the state. During the year we completed 75 individual hydrographic and engineering surveys at various locations along the Western Australian coastline and collected and analysed tidal data from 28 locations. We also produced 290 survey fairsheets and introduced new digital detailed nautical charts. On-line nautical chart sales were made available through our Coastal Data website during the year.
Crown land manual
The administration of Crown land has been streamlined and made more transparent with the launch of the Crown Land Administration and Registration Practice Manual in September 2003. The manual promotes best practice in the administration of Crown land and the conveyancing and registration of Crown land transactions.
Call centre improvements
Following the release of the Auditor General’s report on Government Agency Call Centres in April 2003, the Department has addressed the identified deficiencies in service delivery and management. Actions include the development of a formal customer satisfaction assessment process. During the year we improved customer service and now 80 per cent of calls are answered within 60 seconds and less than five per cent of calls are abandoned.
Our quality guarantee
As part of efforts across the Department to improve customer service, the Midland team responsible for Crown land functions was recertified by the International Organisation for Standardisation (ISO). Other areas of the Department to be granted ISO accreditation include Contracts and Central Services and Marine Safety.
New-look Internet site
Our new-look Internet site officially went 'live' to the public early in 2004 after a comprehensive revamp. The site brings the Department's content together into one consistent, customer-friendly design that reflects our innovative corporate 'face'.
The website address is http://www.dpi.wa.gov.au/
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