Customer Outcomes

Understand our industry's needs and enhance our services to deliver a better experience with more value for those that consume our services.

KPI Results

2018-19 Result2019-20 Result2020-21 Target2020-21 Result
Significant Attributable Safety OccurrencesAir Traffic Management (ATM)
Any loss of separation or runway incursion where the Risk Assessment Tool score is Category A.
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.
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.
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.



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.



Significant program to deliver a harmonised civil military air traffic management system that enables us to meet Australia's air traffic management needs into the future, maintain Defence capability and meet national security imperatives.
We have refocused our Enterprise Investment Program to prioritise the delivery of OneSKY and its critical dependencies. Our core investment in OneSKY sets the foundation for world-class air traffic management services for the future.

We have made significant progress in the OneSKY Program:
· we completed the Critical Design Review of the Civil Military Air Traffic Management System (CMATS)
· we completed construction of the new Air Traffic Service Centres (ATSC) in Melbourne and Brisbane, with final commissioning expected in Q1 of 2021-22.
Ensure we have the capacity, availability, flexibility and security to manage current and future telecommunication network demands. It is a key dependency supporting the OneSKY Program and is critical to maintaining the reliability and availability of the national airways system.
We successfully completed negotiations for a managed services contract for the delivery and ongoing management of our telecommunications environment. This positions us to provide scalable and reliable enabling infrastructure for data-driven digital capabilities.
Accelerate key elements of our investment program by implementing initiatives that align and are relevant to our future state and/or make use of short-term access to operational capacity.
While ceasing or deferring non-essential works, we are investing in vital digital capabilities such as digital aerodrome services to deliver enhanced efficiency, flexibility and safety outcomes for our customers.

We have also made significant progress in preparing our airspace for integration of new entrants. This will position us to meet the accelerated demand for airspace usage by drone deliveries and urban mobility services as society adjusts to stay at home and social distancing measures.
· we developed the concept for the Flight Information Management System and approached the market to produce a prototype.
· we completed the installation of 29 passive drone surveillance units enabling matured data analysis, and the development of risk-methodologies and procedures. Real-time drone surveillance trials have also commenced in a towered environment.
· we shared our findings and learnings with Civil Aviation Safety Authority and the appropriate government departments to help inform government policy development.
Develop a safe and efficient graduated service offering for each customer segment.
We adjusted our staff utilisation and rostering approach with COVIDSafe controls to match industry demands while ensuring resilience to disruptions and positive safety performance.

We strengthened our engagement with our domestic airlines to align our network planning to their forward schedules.

We actively supported the planning of major airport developments at Melbourne, Perth, and Western Sydney that are vital to industry return to growth.

We have prioritised the introduction of the Surveillance Flight Information Service (SFIS) to enhance safety at regional airports with increasing traffic demand and airspace complexity.
Accelerate digitalisation and automation of services and solutions to prepare for future operating scenarios and improve unit cost efficiency.
We are exploring satellite-based surveillance and communications capability with a new strategic partner SkyKraft, extending our ability to provide value-added service for our customers. This offers the opportunity to enhance safety, lower costs and reduce our environmental footprint.

Case Study

Integrated Airspace Program

The world has entered a new era of aviation in which emerging aviation technologies such as drones, aerial taxis and high altitude aircraft are filling the airspace alongside conventional air traffic, bringing with them social, economic and environmental benefits.

In Australia, unmanned aerial vehicles such as drones have the potential to bridge the distance between cities and regional and rural communities. They will transform industries such as agriculture, construction and public health.

For these benefits to be realised and serve the needs of our customers in this new environment, we need to build the foundation to integrate these technologies into our air traffic management system seamlessly.

Our Integrated Airspace Program is a series of initiatives exploring and designing future airspace management for the safe integration and scalability of emerging aircraft. Two of the key initiatives are drone surveillance and the Flight Information Management System (FIMS).

Drone Surveillance

We are piloting a baseline drone surveillance system at all 29 aerodromes in partnership with the Civil Aviation Safety Authority and the Department of Defence. This will capture data trends and provide insights for the next phase.

An Unmanned Aircraft System Traffic Management (UTM) Remote Operations Centre (UROC) has been established in Canberra to assist with the development of procedures and the coordination of air traffic control integration trials.

Flight Information Management System (FIMS)

As part of the Government’s National Emerging Aviation Technology policy, we are developing and managing a FIMS that will be a gateway to the broader air traffic management system for government and industry.

The combined UTM system will enable the safe and equitable scaling of drone operations across the country.