Output 10.1 Access Canberra

Overview

The directorate, through Access Canberra provided a one-stop shop for ACT Government customer and regulatory services to make access for the community to government services easier, simpler and faster. Access Canberra actively engages with businesses, community groups and individuals to identify areas to reduce red tape and make ACT Government services easier.

Access Canberra was often the first point of contact for individuals, organisations and businesses dealing with the ACT Government. The community most commonly interacted with Access Canberra through its shopfronts, contact centre and websites where they sought information about services, undertook transactions, or interacted in other ways.

This area of the directorate provided over 2,000 different types of services through agencies, shopfronts and online services including registering births, deaths and marriages, issuing driver licences, inspecting and registering cars, issuing certificates of occupancy for houses, undertaking electrical, plumbing and gas inspections for new and existing buildings, providing advice on consumer rights and faulty household products, issuing Myway cards, licensing tradespeople and car parking compliance.

The directorate focuses on engagement and education to build understanding within the community and help people comply with regulations to ensure Canberra remains a safe and healthy community. The directorate applies a risk based compliance approach to ensure community safety and a level playing field for business.

The directorate will continue to coordinate joint engagement and education inspection programs across a variety of industry sectors to enhance compliance and community safety. Joint inspections help business owners by reducing the time they need to set aside to deal with government to gain approvals, giving them more time to provide services to their customers.

Highlights

Against this output in 2015-16 the directorate:

  • introduced vehicle registration and compulsory third party insurance arrangements for rideshare vehicles from 1 April 2016;
  • based on the successful opening of the Gungahlin Service Centre at Winyu House, opened a new Tuggeranong Service Centre, which enabled a range of services previously provided at separate locations to be co-located and reduce the number of trips people had to make to multiple locations to get their business done;
  • installed new touch screen terminals at Access Canberra service centres, enabling citizens to get their business done, and get back to their day without having to wait in a queue;
  • welcomed more than half a million customers through its shopfronts, with the top three services being establishing and renewal of vehicle registrations and driver licence renewals;
  • simplified forms, made them more accessible with 221 services now offered online and processed more than 1.3 million online transactions;
  • recorded more than 10.5 million web page visits and received more than 760,000 phone calls;
  • commissioned a customer satisfaction survey (undertaken in February and March 2016) of 602 people and 346 businesses, revealing that following the first full year of operation, 91 per cent of people (up from 85 per cent) say that it is easy to do business with Access Canberra reflecting the success of the “no wrong door” operating model;
  • continued to make it easier to hold events in the ACT and worked with 418 event organisers and approved 351 events, delivering a personalised case management service to coordinate approvals from all regulatory arms of government;
  • undertook a range of licensing functions including:
    • streamlined liquor permit approval processes for pop-up bars and low risk events and streamlined the liquor licence renewal process for licences;
    • moved the publication of public notices online, removing the requirement to advertise notices in print media and saving business time and money;
    • redeveloped the public register of licensed construction occupation professionals to make it searchable online www.accesscanberra.act.gov.au/app/services/licence/#/;
    • streamlined the process for the review of disputed parking infringement notices, taking the response time from 90 days to 60 days;
    • introduced arrangements for customers to establish and update infringement payment plans for traffic fines over the phone, with 6,600 customers establishing a payment plan, an increase from the 3,100 who commenced a plan in the 12 month period prior to the change;
    • introduced a payment calculator for infringement payment plans to assist with calculation of amounts customers should be paying towards the plans, which has assisted customers pay off their debts faster;
    • employed four additional full time permanent mobile road safety camera operators who are on the road every day between 6:00am and midnight;
  • undertook a range of activities relating to Working with Vulnerable People (WWVP) including:
    • processed 40,227 applications (new and renewals) for WWVP registrations – a significant increase from previous years;
    • introduced an online WWVP renewal form to provide simpler and faster applications and renewals;
    • started a series of educational activities for organisations and individuals requiring a WWVP registration focusing on their obligations under the legislation;
    • conducted 267 WWVP compliance activities, resulting in 17,120 registration checks;
    • identified 271 instances of noncompliance, with the majority of issues relating to a failure to produce the registration card on request. In this instance the directorate takes the approach of educating individuals to have their cards with them when undertaking a registered activity;
  • undertook compliance and enforcement activities including:
    • a range of fair trading activities:
      • provided advice and support to 6,395 people about their consumer rights under the fair trading legislation;
      • investigated 266 complaints about the quality of goods and services, misrepresentations and product guarantees;
      • resolved 107 complaints to the consumers complete satisfaction, including a refund and replacement for two faulty motor vehicles that were unable to be satisfactorily repaired, removal and full refund obtained for faulty air conditioner units and reimbursement for cash back offers as represented;
    • issued 39 written warnings regarding non compliance and issued six infringement notices for breaches of the law under the Liquor Act 2010, Security Act 2003, Public Unleased Land Act 2013, and the Sale of Motor Vehicles Act 1977;
    • undertook a range of construction regulation and environment protection activities:
      • completed the five year National Framework for Compliance and Enforcement for Water Resource Management implementation that strengthened compliance and enforcement of water resources management;
      • worked with residents to broker an alternative location and solution for water to be taken for the development of Throsby other than Yerrabi Pond;
      • received 268 complaints related to planning laws, finalising 367 complaints (including complaints received in previous financial years);
      • received 172 complaints related to construction laws, finalising 282 complaints (including complaints received in previous financial years). Access Canberra worked cooperatively with industry and the community to ensure compliance was attained, which resulted in the majority of matters being resolved without the need for formal action;
    • trialled equipment that allows twelve work health and safety inspectors to do inspections without having to return to the office between visiting workplaces, providing customers with real time feedback on the outcome of inspections, including being issued with electronic improvement and prohibition notices resulting in a 71 per cent increase in work health and safety inspections over the last nine months from 2,208 (October 2014 to June 2015) to 3,781 (October 2015 to June 2016);
    • conducted five free construction safety training and education sessions focusing on Working Safely at Height, which promoted information on the dangers associated with working on roofs, scaffolds, and ladders broadly using social media and a dedicated website www.stopconstructionfalls.act.gov.au;
    • produced safety videos sent direct to the mobile phones of licensed construction workers to engage and educate members of the construction industry about topical safety issues such as working from heights and mobile plant;
    • produced a regular industry newsletter sent to 13,000 individual subscribers covering information on construction, environment and workplace matters;
    • established the Building Regulation Advisory Committee, which works with Access Canberra on reforms to builder licensing and includes representatives of the Australian Institute of Building, Construction Industry Training Council, Master Builders Association, Housing Industry Association, Chair of the Architects Board and members representing designers and landscape professionals;
  • supported the ACT Work Safety Commissioner
    • carried out 4,259 workplace inspections that resulted in 129 Improvement Notices issued under the Work Health and Safety Act 2011 and another three under the Dangerous Substances Act 2004;
    • issued 71 Prohibition Notices under the Work Health and Safety Act 2011, two under the Dangerous Substances Act 2004;
    • undertook 1,024 events related workplace visits such as at Summernats, Canberra Show, Multicultural Festival and Night Noodle Markets;
    • as a result of the loose fill asbestos insulation (Mr Fluffy) issue, activated a team of inspectors dedicated to dealing with asbestos regulatory issues within the ACT, whom:
      • liaised directly with the ACT Asbestos Response Taskforce and Procurement and Capital Works providing regulatory information, guidance and advice to assist with the management of the ACT Government Mr Fluffy demolition program;
      • undertook 1,009 asbestos related work place visits;
      • applied new systems and processes to ensure that contractors were engaged with WorkSafe ACT throughout the entire home demolition process;
      • engaged with the Procurement and Capital Works during the evaluation and engagement of suitable prequalified project management contractors for the demolition program;
  • undertook a range of collaborative activities including:
    • supported the introduction of rideshare services in the ACT, which allowed three providers (Uber, Limofied and ONTAP) to be registered and operate through the use of an interim rideshare booking service agreement, work also included supporting legislative amendments to provide exemptions for vehicles and drivers, resulting in over 1,000 drivers across the three providers
    • continued to reduce the red tape burden for local businesses through the implementation of legislation which:
      • simplified the licence application process for the security industry;
      • extended the period for submission of trust account details under the Agents Act 2003 to the Fair Trading Commissioner, providing greater flexibility to licensed real estate businesses and stock and station agents during the busy time of setting up a new business;
      • reduced the reporting burden on incorporated associations that also hold charitable collection licences by aligning the periods within which they must submit financial reports;
      • simplified the submission of complaints under a number of laws, enabling complaints to be submitted electronically;
      • removed the requirement for producing statutory declarations from several Acts;
      • removed annual vehicle station inspections for Authorised Inspection Stations under the Authorised Examiner Scheme;
      • further streamlined Public Passenger Vehicle accreditation and vehicle licensing processes;
    • as part of the Healthy Weight Initiative:
      • conducted 143 Healthier Work workplace visits and assisted 40 workplaces to create a 12 month health and wellbeing plan to become ‘Healthier Work Recognised’;
      • evaluated the plans of 25 workplaces which have now become ‘Healthier Work Recognised Silver Status’;
      • assisted 5,037 Canberrans make the healthy choice the easy choice within the workplace setting;
      • partnered with the Canberra Business Chamber to deliver training sessions on creating healthier work environments to 82 attendees, delivered five mentoring sessions to 101 Healthier Work champions in workplaces;
      • held three Healthier Work breakfasts attended by 480 participants to recognise workplaces who have completed their first or second year of the program, including a networking session with Beyondblue and the Australian Public Service Commission;
      • partnered with the Physical Activity Foundation on the Get Active Workplace Challenge which was delivered across 174 workplaces to 1,845 participants;
    • undertook a range of Health Protection Services activities:
      • registered 306 new food businesses;
      • issued 159 Declared Event registrations;
      • processed 1,651 food business registration renewals;
      • conducted 1,737 food safety inspections at registered premises and Declared Events;
      • provided food safety information to a variety of stallholders for the four Declared Events including the National Multicultural Festival, Enlighten Night Noodle Market, National Folk Festival and the Curry Festival;
      • held information sessions for stallholders about food safety for the National Multicultural Festival and Curry Festival;
      • continued dissemination of food safety information in multiple languages to assist in understanding key food safety requirements;
    • As a result of co-locating regulatory services within Access Canberra, the directorate has undertaken several coordinated joint compliance inspection programs across industries and reduce impacts to businesses, including:
      • focusing on the building and construction industry to determine the legitimacy of any advertising representations made by tradespersons with a view to increase confidence in the building and construction sector;
      • inspections of motor vehicle repairers in the ACT to detect unlicensed motor vehicle repairers, minimise issues that may compromise public or employee safety or expose consumers to financial harm;
    • covering liquor, gaming and health at several high risk events including the Canberra Greyhound Racing Club’s annual Canberra Cup, Oktoberfest, Multicultural Festival, Royal Canberra Show and ACT Melbourne Cup activities; and
    • worked collaboratively on electrical safety inspections to determine the compliance rates of select electrical products available for sale in the ACT, with the aim to educate electrical retailers on the importance of complying with the mandatory safety standards.

The directorate exceeded five out of eight targets against this output and did not meet the other three targets. The targets exceeded were:

  • (a)(ii) Average cost per interaction was better than anticipated, with a result of $6.16 against a target cost per interaction of $7.75;
  • (b)(ii) Percentage of services delivered online where the focus on digitising services has led to a better than expected result;
  • (c) Percentage of the Canberra community satisfied with the ease of interacting with Access Canberra, where changes in Access Canberra work practices led to a better than expected result;
  • (d)(i) Number of inspections conducted by Access Canberra, where the number of working with vulnerable people registrations inspections were higher than expected; and
  • (d)(ii) Compliance at time of inspection, where a focus on education has helped achieve a better than forecast result.

The targets not met were:

  • (a)(i) Number of Interactions with Access Canberra, this is due to an overestimation in the number of website visits when the target was developed;
  • (b)(i) Percentage of Customers satisfied with Access Canberra, where the result was three per cent below the target of 90 per cent; and
  • d(iii) Percentage of licence applications processed within service standard timeframes, where a greater than expected volume of working with vulnerable people applications has led to a slight decline in meeting processing timeframes.

Future Direction

In 2016-17, the directorate will:

  • move the majority of Access Canberra staff into premises at Woden, increasing collaboration within the business unit, including  a new Woden Service Centre, designed on the successful set up of the Gungahlin and Tuggeranong service centres, providing better services for customers;
  • create and improve digital services to make it easier, simpler and faster to transact with government;
  • work in partnership with the iConnect Program Team to develop next generation online service capabilities;
  • implement the Traders (Licensing) Act 2016 which will simplify business interaction with government through the consolidation of multiple licenses and regulatory requirements;
  • continue to provide support to the Gambling and Racing Commission;
  • increase the number of businesses using the Healthier Work program to improve health outcomes;
  • continue to work collaboratively with Health Protection Services to engage with and educate the food industry to improve the level of compliance through the provision of food safety information and industry engagement and increase transparency of food safety requirements and inspections;
  • build a new vehicle inspection station at Hume ready for occupation in early 2017 that will be another Access Canberra cashless shopfront, with customers paying and booking inspections online and allowing inspection of light vehicles and heavy vehicle combinations including 25m‑26m B-Doubles and trailers;
  • support motor vehicle registration requirements and vehicle safety through the vehicle inspection station which will conduct inspections of heavy vehicles (>4,500kg GVM), modified vehicles, plant vehicles and non-standard larger vehicles, for example, cranes and concrete pumpers, as well as continuing to inspect written-off vehicles and re-birthed vehicles that require identity inspections, and also able to cater for the proposed National Heavy Vehicle Written-off Vehicles register;
  • implement initiatives and processes to support the recommendations of the Taxi Innovation Review;
  • review the Accredited Driving Instructors Scheme;
  • continue cooperation with the National Heavy Vehicle Regulator for opportunities to participate and expand on compliance and enforcement systems and technology capability;
  • continue to evaluate, and where necessary adapt our service delivery model to harnessing changes in technology and better deliver services to the community;
  • apply a risk based approach to regulation and compliance to ensure attention is focused on the areas of greatest harm to the community;
  • continue to engage with and educate industries to ensure they understand their obligations under legislation; and
  • continue to identify further opportunities for coordinated compliance activities across a range of regulatory responsibilities.

For further information contact:

Dave Peffer
Deputy Director-General
Access Canberra
+61 2 6205 5169
Dave.Peffer@act.gov.au

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