About one in every twelve Sydney people travels by train each weekday.

Unplanned disruptions to services are inevitable, even on the best-run railways.

Because of the complexities of Sydney’s rail network, a single event can disrupt many services.

From a passenger’s perspective, three issues are important –

• how quickly the disruption is fixed (“When will my train arrive?”)
• the accuracy of information provided about the disruption (“Should I change my travel/meeting/other arrangements?”)
• how often the disruptions occur (“Should I give up on rail travel?”).

In this audit, we looked at how well RailCorp responds when there are routine disruptions to its CityRail passenger services. We focused on how RailCorp manages passenger journeys and informs passengers.

This report informs Parliament and the community about the limitations of the current system, and what more needs to be done in order to minimise the impact of disruptions on passengers.

It should also help passengers judge the extent to which they can rely on the information they receive, and to better understand some of the obstacles faced by staff.

Parliamentary reference - Report number #139 - released 22 June 2005

Periodically we review the extent to which agencies have implemented the recommendations they accepted from our earlier audits.

This gives Parliament and the public an update on the extent of progress made.

In this follow-up audit, we examine changes following our May 2002 report on how well the:

• State Transit Authority maintained its buses
• Ministry of Transport administered contracts for the provision of regular passenger bus services.

Parliamentary reference - Report number #138 - released 14 June 2005

It is estimated that one in five people will be affected at some stage by a mental health problem or illness. The increasing prevalence of mental illness means that at some point in time most of us will either be affected or we will know of someone who is.

Although most people with mental illness can be treated in the community, at times some may require emergency treatment or admission to hospital for shortterm intensive therapy.

Not only are more mental health patients presenting to an emergency department for treatment than ever before, they are reportedly sicker and a greater number require admission to a hospital bed for further treatment. And, because of its very nature, those suffering from acute mental illness may not understand what is wrong or be able to communicate their problems clearly.

This makes access to emergency mental health services a significant issue for government that requires continuing attention.

The focus of this report is on the provision of 24-hour crisis services to adults. Emergency mental health services play a vital role in providing timely and appropriate care. Without proper treatment the severity of the illness may escalate, increasing the risk of self-harm or harm to others.

There have been many changes to mental health services over the last decade to deal with increasing demand. Much has been done to improve access to, and the quality of emergency services through significant increases in funding, the opening of new beds and the employment of more mental health staff.

Yet recent reviews have highlighted problems with accessing mental health beds and inadequate levels of psychiatric support in rural areas.

I believe that our report will provide valuable assistance to area health services on alternative models of emergency mental health care that better manage patient risk and further improve service quality.

Parliamentary reference - Report number #136 - released 26 May 2005

Reliably supplying water to our State’s principal city, Sydney, is a major responsibility for the Government.

The community has been made keenly aware in recent years that inflows have been decreasing, and that Sydney has been using more water than is available. In April 2005 the water in Sydney’s storages dropped to 41.5 per cent of their capacity – the lowest level since the construction of Warragamba dam in 1960.

As Sydney continues to develop, it is expected that the demand for water will increase. The way that we use it will need to be sustainable, as it has a direct impact on our economy, our lifestyle and our environment.

In planning for the future the State’s water agencies face a range of uncertainties. But the task is vital.

This report informs Parliament and the community on the progress made - and what remains to be done - to ensure a reliable water supply for Sydney.

Parliamentary reference - Report number #135 - released 4 May 2005

Air is fundamental to our existence.

The quality of our air is a key issue for everyone. It directly affects our health. It also affects our environment, and can even affect our economy.

And air pollution does not respect geo-political boundaries. Pollution produced locally may have regional and global implications.

The substances which may pollute our air can interact in complex ways, which even the best scientists do not fully understand. Strategies that reduce some types of air pollution can make others worse.

All this points to the need for a well-planned and coordinated approach with effective monitoring, review and reporting.

The Government’s plans to address air quality issues place particular emphasis on pollution from road transport as a major contributor to air pollution. Managing these emissions is a critical issue facing governments everywhere, and is an important part of a broader challenge of developing sustainable cities.

This performance audit examines the New South Wales Government’s approach to managing air quality. It is also one of several by my Office in recent times with an environmental focus.

These audits contribute to an understanding of complex issues in public administration and to public debate on issues that affect us all.

Parliamentary reference - Report number #134 - released 6 April 2005

Periodically we review the extent to which agencies have implemented the recommendations they accepted from our earlier audits. This gives Parliament and the public an update on the extent of progress made.

Major development and infrastructure projects may have significant environmental, social and quality-of-life impacts. The purpose of environmental impact assessment is to ensure that major projects are environmentally and socially sustainable and integrated with State, regional and local planning.

The Department of Infrastructure, Planning and Natural Resources (DIPNR) manages the assessment of major infrastructure proposals and coordinates whole of Government involvement. In November 2001 we audited this process, then undertaken by the Department of Urban and Regional Planning. (In July 2003 the new Department of Infrastructure, Planning and Natural Resources assumed responsibility.)

In this follow-up audit, we examine DIPNR’s implementation of the recommendations of the 2001 audit.

Parliamentary reference - Report number #129 - released 1 February 2005

Managing reserves requires that judgements be made about the condition of natural and cultural heritage and decisions taken as to what is, at least, an acceptable standard. Reliable information is fundamental to these tasks and for monitoring success, continuous improvement and accountability. In our opinion the Service has yet to clarify what constitutes success in reserve management and develop an adequate information base to measure its success. Consequently the Service cannot reliably determine how well it conserves and protects our natural and cultural heritage. This is a common situation for like agencies.

Parliamentary reference - Report number #123 - released 16 June 2004

The Environment Protection Authority (EPA) accepted all the recommendations in our 2001 audit report on Controlling and Reducing Pollution from Industry and has demonstrated leadership in addressing the issues raised. Most of the recommendations have now been fully or largely implemented. Major achievements include new measures to facilitate a more consistent approach to licensing, new risk assessment tools to assist in dealing with noncompliances and to identify priorities for its compliance audit activities and a new licensing information management system. In our view the EPA has a suitable framework with which to control the amount of pollutants discharged to the environment by industry.

Parliamentary reference - Report number #122 - released 12 May 2004

Our view is that decisions need to be made on a more strategic basis, if the Government’s aspirations for Sydney Harbour’s foreshores are to be met. At present there are high-level ‘aspirations’, but there is no overarching strategy or plan for Sydney Harbour that can guide individual decisions. Decision-making appears to be triggered when a proposal is made to dispose of a particular property. Decisions to dispose of, retain, or change the use of individual properties should be made in the context of a broader strategy, rather than on a case-by-case basis.

Parliamentary reference - Report number #119 - released 26 November 2003

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