KPI Results
| 2018-19 Result | 2019-20 Result | 2020-21 Target | 2020-21 Result | ||
|---|---|---|---|---|---|
| Significant Attributable Safety Occurrences | Air Traffic Management (ATM) Any loss of separation or runway incursion where the Risk Assessment Tool score is Category A. | 0 | 0 | 0 | 0 |
| Aviation Rescue Fire Fighting (ARFF) Any aircraft incident on a runway in which the response did not meet the regulated response time of 3 minutes. | 0 | 0 | 0 | 0 | |
| Arrival airborne delay (high volume operations)* The median (and 75th percentile) excess time incurred during the arrival airborne phase of flight in reference to the estimated time of arrival for high-volume operations. Brisbane, Melbourne, Perth and Sydney are defined as high-volume operating environments. | 0.7 | 0.9 | 0.4 | 0 | |
| 3.8 | 4.3 | 3.1 | 1.2 | ||
| Customer satisfaction* Prior to 2019-20, we measured our customer advocacy as determined by the net promoter score. | ≥ 70% | 71% | |||
* Source: Airservices 2020-21 Corporate Plan, page 19.
Analysis
In the current period of volatility and uncertainty, our focus has been to support our customers by ensuring the continuity of services and working together to prepare for the new normal proactively.
Safety remains our first and foremost priority, and we continue to achieve our target of no significant attributable safety occurrences recorded for our air traffic management and aviation rescue and fire fighting services.
In the current environment of reduced traffic demand, there was minimal airborne delay at all major capital city locations.
The customer satisfaction result from the most recent survey was 71 per cent. Our customers acknowledged our progress in increasing our alignment with their key priorities and quickly adapting our service delivery to meet their needs and deliver efficiencies during the pandemic. This includes adapting our operations to customers’ dynamic schedule changes and shorter planning cycles.
Notwithstanding the significant overall reduction in traffic, we saw a strong recovery in aviation activities at regional airports in the three months ending December 2020 and March 2021 and accelerated growth of new airspace use cases. We have been actively working with industry and government stakeholders to modernise airspace and enhance air traffic service provision at locations with increasing airspace complexity and risk profile, such as Ballina, New South Wales.