Our performance reporting highlights the volume of completed services, service delivery performance, and processing times for various services lodged through our channels.
This informs applicants about typical processing durations and showcases service delivery trends. By selecting preset periods, you can compare current performance with that of the previous year.
We regularly update our statistics to ensure stakeholders have access to the most recent and accurate data.
View our service delivery statistics
Organisation service delivery statistics
We have a separate dashboard for our service delivery statistics for organisations.
Note: target days for certain regulatory services are governed by legislated timeframes under the Civil Aviation Regulations 1988 (CAR) and Civil Aviation Safety Regulations 1998 (CASR) or they may be based on existing published timeframes.
View our service delivery statistics for organisations
Key metrics
We use a number of key metrics to measure our reporting:
- Target days: this is the expected number of business days within which we aim to complete specific service requests. Each service has its own target based on its requirements.
- Completed: indicates the total number of applications or services completed within the selected period.
- Performance indicator: this reflects the percentage of applications or services completed within the service target days. It is relative to the total volume completed during the selected period.
- Processing time (median days): denotes the median number of days to complete applications based on the selected period. This indicates the most likely duration for completion if submissions are clear and complete.
Channels
Channels describes the types of ways we receive information from you:
- Manual: this refers to applications submitted to us through email or courier. A client services centre or regulatory services officer manually assesses and processes these submissions.
- Digital: this refers to applications or service requests submitted through the myCASA portal, our online service platform.
Current performance target
Our service delivery target for these applications stands at 80% indicated by a light green colour.
Methodologies for calculation
We use 2 methodologies to calculate performance and the time it takes us to process requests:
- Performance indicator: this calculates service delivery performance by dividing the number of applications or service types completed within the target days by the total number of applications or services completed during the selected period.
- Processing time: we determine this by getting the average median number of days to complete the applications based on the selected period.
Processing times and performance
There are some factors and exclusions that may impact processing times and performance.
Factors
Processing times can vary depending on both the quality and completeness of submitted applications. It can also depend on demand or volume of applications received during a period. These factors can adversely affect the service delivery performance.
Exclusions
We base our target and average days for manual applications on business days. We do exclude:
- weekends
- ACT public holidays
- Christmas shutdown period.
We process digital applications through myCASA, an automated service. As such, most do not exclude non-business days and have different targets.
However, some digital applications or service requests involve manual processing, which may exclude non-business days and potentially exceed our target dates.
Increasing transparency for regulatory services
We are reviewing our regulatory service processes and associated processing timeframes to identify gaps where key performance indicators are appropriate. We are progressively publishing additional information to assist stakeholders to understand how long their application may take, starting with an initial list of expanded regulatory service processing times.
We will build on this to grow the scope of regulatory services and provide increased data points to complement our existing suite of service delivery statistics.