Regulator Performance Framework self-assessment report 2018-19
The self-assessment was informed by the following:
- the draft 2018–19 AMSA annual performance statements
- AMSA’s 2017–18 RPF self-assessment report
- a report on the 2018 RPF external review of port State control related assessments
- the annual results of AMSA’s RPF customer survey
- the professional knowledge and experience of AMSA’s Executive team.
The 2018–19 self-assessment results broadly indicate that AMSA management:
- believes it has made tangible progress over the past year
- is aware that there is room for improvement across the range of RPF KPIs, particularly in relation to the domestic commercial vessel (DCV) industry.
The sheer volume of AMSA-customer interactions, as demonstrated by consistently high call numbers to our call centre - AMSA Connect- provides AMSA with significant opportunity to positively impact our industry.
Eighty-five percent (85%) of customers were satisfied with the service delivered by AMSA Connect (see measure R.1.1: National System Customer Service), well above the call centre industry average of 70%, but not quite reaching our stretch target of 90%. Responses to the Regulator Stakeholder Survey (R.1.2) also show increasing satisfaction with AMSA’s regulatory performance.
AMSA continues to be fortunate that the daily interactions of its staff with stakeholders and its long established reputation positively contributes, arguably contributing a ‘buffer’ of goodwill. However, AMSA management is very aware that such goodwill does not continue indefinitely.