Reports
Actions for Enforcement of Street Parking and Staff Rostering, Tasking and Allocation
Enforcement of Street Parking and Staff Rostering, Tasking and Allocation
Progress has been made to address the issues raised in our 1999 audit report on the enforcement of street parking. The major achievement has been the transfer of primary responsibility for the enforcement of street parking from NSW Police to local councils in 2002. There is, however, one recommendation that has not been advanced to the extent we believe is warranted. Legislation needs to be reviewed in respect of multiple infringements, penalty structures and fine strategies for drivers from overseas.
Parliamentary reference - Report number #120 - released 10 December 2003
Actions for Complaints and Review Processes, and Provision of Industry Assistance
Complaints and Review Processes, and Provision of Industry Assistance
In response to the 1999 audit, both Offices focussed on improving the transparency and consistency of decisions. Both introduced client service standards and implemented systems to improve their management of complaints. In addition, the Office of the Protective Commissioner (OPC) introduced six monthly financial statements which are sent to clients or their carers. However, there are three recommendations from the 1999 audit that are not fully implemented although progress has been made in addressing the issues. These matters relate to establishing external appeal mechanisms and the review of OPC client fees.
Parliamentary reference - Report number #117 - released 24 September 2003
Actions for Dealing with Unlicensed and Unregistered Driving
Dealing with Unlicensed and Unregistered Driving
In our opinion there are inadequacies in the current arrangements for detecting unauthorised driving. For example better information is needed on the extent of unlicensed driving. This may require giving the NSW Police power to conduct random licence and registration checks. In addition, there are technological and legal constraints to the efficient and effective detection of unauthorised driving.
Parliamentary reference - Report number #115 - released 4 September 2003
Actions for Freedom of Information
Freedom of Information
Freedom of Information (FOI) Coordinators and their staff were supportive of the legislation. However, the agencies examined can do considerably more to fully achieve the intentions of the Act. On the positive side, all three agencies had processes in place to handle requests and had made a number of changes to improve the effectiveness of the FOI process. Fees and charges had also been kept to a minimum. No processing fees were requested in the majority of cases, and if charged, were not unreasonable.
Parliamentary reference - Report number #114 - released 28 August 2003
Actions for Northside Storage Tunnel Project
Northside Storage Tunnel Project
The Northside Storage Tunnel was the first major public sector construction project using an alliance approach. In our opinion, the outcome of the project suggests that an alliance approach, when applied to a suitable project and managed appropriately, can support positive project outcomes. And in many respects the Alliance worked well. There are, however, a number of issues that we believe need to be addressed for future alliances.
Parliamentary reference - Report number #113 - released 24 July 2003
Actions for The Millennium Train Project
The Millennium Train Project
State Rail has made significant improvements since the purchase of the Tangara. It improved measures necessary for handling contracts dealing with technically complex and innovative projects, although some other problems have been encountered, with new lessons to learn. The design and manufacture of new trains requires a significant investment in both time and cost. The Millennium Train has come at a considerably higher price than originally expected. And it is very late compared to the Government’s original announcements, as the development/design took longer than planned.
Parliamentary reference - Report number #112 - released 17 June 2003
Actions for Delivering Services Online
Delivering Services Online
A staged, systematic and careful approach and extensive business re-engineering effort underpinned the Roads and Traffic Authority's (RTA) steady progress in providing customers with a range of reliable and secure online registration services. The RTA’s consistent and disciplined pursuit of new and challenging e-business opportunities is commendable.
Parliamentary reference - Report number #111 - released 11 June 2003
Actions for The Police Assistance Line
The Police Assistance Line
We are of the opinion that overall, the Police Assistance Line (PAL) has contributed to improving the efficiency and effectiveness of NSW Police. Through civilianisation of call taking, NSW Police reports that the cost of handling a minor crime report has been reduced by 65 per cent, to around $21 per call. It is also estimated that PAL has contributed to the release of over 200 police to operational duties. There has also been an improvement in customer service since PAL commenced, with the average time taken to answer a call reduced from over two minutes to 42 seconds. However, performance is still outside NSW Police’s goal of answering 80 per cent of calls within 27 seconds. In addition, waiting time increased over the last six months of 2002.
Parliamentary reference - Report number #110 - released 5 June 2003
Actions for CityRail Passenger Security
CityRail Passenger Security
StateRail has invested significantly over the last five years in passenger safety and security. Security guards on trains from 7.00 pm were introduced in 1998. More recently, additional lighting, 5,700 closed circuit television cameras (CCTV) and emergency help points have been installed on CityRail stations. In addition, CityRail has employed some 100 transit officers to patrol its network and intends to employ another 200 transit officers in 2003. While substantial steps have been taken to reduce crime and improve passenger safety and security, the results have been mixed. Overall, the risk of a passenger becoming a victim of a crime on CityRail has increased.
Parliamentary reference - Report number #106 - released 12 February 2003