A new online service delivery dashboard is now available and provides detailed metrics on our response times and performance indicators for key regulatory services.
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CASA Chief Executive Officer and Director of Aviation Safety, Pip Spence, said that this work was part of a broader move to increase transparency.
‘Service delivery is a common theme arising from recent stakeholder satisfaction surveys,’ Ms Spence says.
‘We’ve done considerable work over the last few years to reduce and manage our backlogs and be more responsive to industry needs,’ Ms Spence says.
‘The release of this new dashboard helps to demonstrate to clients what our service response times are, whether we are meeting them, and how we’re tracking against these over time. This helps us to be more transparent and accountable.’
The dashboard allows users to filter by different service lines, digital and manual services and over different time periods.
The dashboard doesn’t yet include all of our current services, but it will. Service delivery timeframes and metrics relating to organisation approvals will be progressively rolled out and added to the dashboard over time.
‘We’ve also published a service charter which sets out the standard of service that stakeholders and clients can expect when they interact with us.
‘This visibly signals the level of service we are aiming to achieve and expectations we have of ourselves and of industry when they interact with us.’
The charter defines service quality, response times, how we will communicate and what you can expect. It also sets out what we expect of industry, including timely responses to enquiries and treating staff with respect.
The service charter and service delivery statistics are available on our website.