Performance > Business Operations Efficiency

Performance criterion - Business Operations Efficiency

To anticipate and keep pace with our rapidly evolving aviation industry, we are introducing new technologies and ways of working to make our business operations more efficient and enhance service delivery and customer outcomes.

KPI results2016-17
The total operating cost per instrument flight rules (IFR) flight hour ($/hour)


We outperformed our primary KPI in this area for the operating year. Our sustained focus on internal efficiency led to productivity improvements and benefits for stakeholders. We delivered this result despite a reduction in traffic and instrument flight rules (IFR) flight hours across international aircraft operations during the second half of the year.

Our performance against this indicator, ensures we continue to be valued and accountable, and efficient and commercial.


Our major achievements for the year included:

  • Installing a new 360-Degree control tower simulator in Brisbane, enabling more efficient operational training for staff in both the major air traffic service centres
  • Migrating our IT infrastructure to a secure government cloud. This has reduced IT operating costs, improved availability and service quality, and heightened information security
  • Commencing an Enterprise Network Modernisation Program to improve network capacity, availability, flexibility and security
  • significant progress in our Cyber Security program including establishing the Security Operations Centre. This has improved our cyber resilience and security posture.

We also achieved a number of significant OneSKY program milestones, including:

  • switching over to the new Civil Military Air Traffic Management System (CMATS) voice communication system at Sydney,
    Melbourne, Perth and Brisbane facilities. This is enabling our air traffic resources to be more efficient, enhancing safety and minimising the risk of service disruptions.
  • completing the system definition review of the detailed design on the CMATS platform.
  • commencing construction at the Air Traffic Services Centres (ATSCs) in Brisbane and Melbourne
  • establishing an initial transition plan as a foundation to realise the benefits of the OneSKY program.

Case Study

Our cyber security transformation program

New technologies and concepts, together with exponential growth in data and information sharing is fundamentally changing the way Airservices and the aviation industry operates. Simultaneously the volume and complexity of cyber threats is increasing at unprecedented rates.

Our ongoing cyber security program ensures we adapt and prepare ourselves to these changing conditions, and that we can recover rapidly from an event. We call this cyber resilience.

We measure cyber resilience against an industry benchmark – the National Institute of Standards and Technology Cybersecurity Framework. We have also adopted and use the Australian Government’s Protective Security Policy Framework and Information Security Manual as our control framework. This gives us a strong sense of our maturity levels and where to focus our efforts. During 2018–19, we delivered a range of initiatives that lifted our cyber resilience, including:

  • enhancing our security culture by educating and training our people in cyber hygiene and threats
  • establishing a Security Operations Centre that provides threat intelligence, continuous incident detection and response capabilities
  • improving our supply chain security through enhanced procedures and analysis of security requirements
  • managing our corporate technology infrastructure as a managed service that is operated within a secure cloud environment designed for critical infrastructure.
  • ongoing investment in certification and accreditation activities to ensure we identify security risks associated with our systems and applications.

Given the unique challenges of the aviation industry, during the year we also teamed up with a small
group of leading air navigation service providers to share information and improve cyber resilience.