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  1. About the report
  2. About AMSA
  3. Plan on a Page
  4. Transmittal letter
  5. Reporting requirements and responsible minister
  6. Annual performance statements
  7. Chairman's review
  8. Organisational profile
  9. Financial summary
  10. Our governance
    1. Planning
    2. Risk management
    3. Performance reporting
    4. Related entity transactions
    5. Public interest disclosure
    6. Disability report
    7. Statement of significant non-compliance issues
    8. Advertising and market research
    9. Judicial decisions and reviews by outside bodies
    10. Workers' compensation premium
  11. Vessel and seafarer safety
    1. Seafarer certification
    2. Compliance and enforcement
    3. International shipping
    4. Domestic commercial vessels
  12. Search and rescue
    1. Search and rescue aircraft replacement
    2. National Search and Rescue Council
    3. Medium-altitude Earth Orbit Search and Rescue system
    4. Beacon registration system upgrade
    5. Torres Strait Marine Safety Program
  13. Marine environment
    1. The National Plan for Maritime Environmental Emergencies
    2. Cape Upstart marine pollution incident
    3. Working with other regulators
  14. Navigation safety
    1. Shipping management
    2. Aids to navigation management
  15. Working with our community
    1. Domestic engagement
    2. International engagement
    3. Regional engagement
  16. Appendix 1: Financial statements
    1. Statement of comprehensive income
    2. Statement of financial position
    3. Statement of changes in equity
    4. Cash flow statement
    5. Overview
    6. Note 1: Expenses
    7. Note 2: Own-source income
    8. Note 3: Fair value measurement
    9. Note 4: Financial assets
    10. Note 5: Non-financial assets
    11. Note 6: Payables
    12. Note 7: Interest bearing liabilities
    13. Note 8: Provisions
    14. Note 9: Cash flow reconciliation
    15. Note 10: Contingent liabilities and assets
    16. Note 11: Senior management personnel remuneration
    17. Note 12: Related party disclosures
    18. Note 13: Remuneration of auditors
    19. Note 14: Financial instruments
    20. Note 15: Financial assets reconciliation
    21. Note 16: Reporting of outcomes
    22. Note 17: Regulatory charging summary
    23. Note 18: Budgetary reports and explanations of major variances
  17. Appendix 2: Non-financial performance
    1. SC1: Ship and vessel safety
    2. SC1: Environment protection
    3. SC1: Regulatory
    4. SC1: Search and rescue
    5. SC1: Projects
    6. SC2: Preparing for the future
    7. SC3: Ensuring a competent and fairly treated maritime workforce
    8. SC4: Influencing international arrangements
    9. SC5: Engaging with the community
    10. SC6: Ensuring a progressive and vibrant organisation
  18. Appendix 3: AMSA Board members
  19. References
  20. Compliance Index
  1. About the report
  2. About AMSA
  3. Plan on a Page
  4. Transmittal letter
  5. Reporting requirements and responsible minister
  6. Annual performance statements
  7. Chairman's review
  8. Organisational profile
  9. Financial summary
  10. Our governance
    1. Planning
    2. Risk management
    3. Performance reporting
    4. Related entity transactions
    5. Public interest disclosure
    6. Disability report
    7. Statement of significant non-compliance issues
    8. Advertising and market research
    9. Judicial decisions and reviews by outside bodies
    10. Workers' compensation premium
  11. Vessel and seafarer safety
    1. Seafarer certification
    2. Compliance and enforcement
    3. International shipping
    4. Domestic commercial vessels
  12. Search and rescue
    1. Search and rescue aircraft replacement
    2. National Search and Rescue Council
    3. Medium-altitude Earth Orbit Search and Rescue system
    4. Beacon registration system upgrade
    5. Torres Strait Marine Safety Program
  13. Marine environment
    1. The National Plan for Maritime Environmental Emergencies
    2. Cape Upstart marine pollution incident
    3. Working with other regulators
  14. Navigation safety
    1. Shipping management
    2. Aids to navigation management
  15. Working with our community
    1. Domestic engagement
    2. International engagement
    3. Regional engagement
  16. Appendix 1: Financial statements
    1. Statement of comprehensive income
    2. Statement of financial position
    3. Statement of changes in equity
    4. Cash flow statement
    5. Overview
    6. Note 1: Expenses
    7. Note 2: Own-source income
    8. Note 3: Fair value measurement
    9. Note 4: Financial assets
    10. Note 5: Non-financial assets
    11. Note 6: Payables
    12. Note 7: Interest bearing liabilities
    13. Note 8: Provisions
    14. Note 9: Cash flow reconciliation
    15. Note 10: Contingent liabilities and assets
    16. Note 11: Senior management personnel remuneration
    17. Note 12: Related party disclosures
    18. Note 13: Remuneration of auditors
    19. Note 14: Financial instruments
    20. Note 15: Financial assets reconciliation
    21. Note 16: Reporting of outcomes
    22. Note 17: Regulatory charging summary
    23. Note 18: Budgetary reports and explanations of major variances
  17. Appendix 2: Non-financial performance
    1. SC1: Ship and vessel safety
    2. SC1: Environment protection
    3. SC1: Regulatory
    4. SC1: Search and rescue
    5. SC1: Projects
    6. SC2: Preparing for the future
    7. SC3: Ensuring a competent and fairly treated maritime workforce
    8. SC4: Influencing international arrangements
    9. SC5: Engaging with the community
    10. SC6: Ensuring a progressive and vibrant organisation
  18. Appendix 3: AMSA Board members
  19. References
  20. Compliance Index

SC5: Engaging with the community

Engaging

Legend

    - Target met or exceeded
    - Minor negative variance to target
    - Major negative variance to target

Measure 1: Undertake biannual stakeholder engagement survey

Target
Survey completed

Results

  • Annual (cumulative or average): N/A
  • Status: N/A

Anaylsis
N/A: the biannual stakeholder engagement survey is due to take place in quarter one of the 2016-17 financial year.

Quantitative and/or Qualitative Method
Quantitative (system data) and Qualitative (feedback narrative)

Criterion source

  • PBS: N/A
  • RPF: Yes
  • RPF KPI: 1, 2, 3, 4, 5, 6

Measure 2: Customer Satisfaction

Measure 2: Customer Satisfaction - Domestic vessel e-news read rate

Target
30%

Results

  • Annual (cumulative or average): 39%
  • Status: Target met or exceeded

Anaylsis
AMSA now has the ability to track the read-rate of our Domestic Commercial Vessel e-news:

  • April – 35%
  • May – 36%
  • June – 36%

(Note: target revised from 50% to 30% in quarter two to reflect government e-read benchmark - average government e-news read-rate is 22%)

Annual Report
Page 61

Quantitative and/or Qualitative Method
Quantitative (system data)

Criterion source

  • PBS: N/A
  • RPF: Yes
  • RPF KPI: 1, 2, 3, 4, 5, 6

Measure 2: Customer Satisfaction - Domestic vessel safety management system industry workshops

Target
75%

Results

  • Annual (cumulative or average): 90%
  • Status: Target met or exceeded

Anaylsis
From 168 attendees, over 80% rated the workshops as good or excellent. Satisfaction rates improved during the year from 83% to over 90% in the last quarter.

(Note: no results collected in quarter two)

Annual Report
Page 60

Quantitative and/or Qualitative Method
Quantitative and Qualitative (evaluation feedback forms)

Criterion source

  • PBS: N/A
  • RPF: Yes
  • RPF KPI: 1, 2, 3, 4, 5, 6

Measure 2: Customer Satisfaction - AMSA Connect Customer Service satisfaction

Target
90%

Results

  • Annual (cumulative or average): 90.5%
  • Status: Target met or exceeded

Anaylsis
Customer satisfaction scores have consistently rated at 90%+ where standard industry benchmarks are in the range 70 – 75%

Annual Report
Page 60

Quantitative and/or Qualitative Method
Quantitative and Qualitative (evaluation feedback system data and comments)

Criterion source

  • PBS: N/A
  • RPF: Yes
  • RPF KPI: 1, 2, 3, 4, 5, 6

Projects

Legend

    - On track
    - Minor issues, but recoverable
    - Major issues, management intervention required
    - Complete

Beacons Online II upgrade project

Description
Improve the online emergency beacon registration process to encourage web-based self-registration and deliver efficiencies.

Status
Complete

Summary
The Beacons Online II project was fully implemented on 15 September 2015 and was delivered on time and on budget. New technologies to support independent web delivery i.e. smart phones, PCs, a range of browsers, SMS etc., has improved system usability, functionality and integration with the beacons and Australian Maritime Mobile Safety Identity information pages. The improvements have met or exceeded expectations:

  • online registration has increased from 62% to 78%
  • phone calls per beacon have dropped by 36%
  • emails per beacon have dropped by 69%
  • project costs will be recovered in two and half years

This is a significant step in the Digital Transition goal to deliver better service and improved safety outcomes through online services.

AMSA Contact Centre Improvement Program

Description
Establish a consolidated AMSA contact centre to improve the overall customer/stakeholder interaction experience and to deliver efficiencies.

Status
Complete

Summary

AMSA Connect, the consolidated contact centre, has been successfully established with all enquiries in relation to the National System, seafarer qualifications, beacons and general customer enquiries being handled by a team of multi-skilled customer service staff. With a solid foundation and fully scalable team, the AMSA Contact Centre is now well placed to support any increased demands associated with delivery of the National System Transition Program.