Performance

Customer Performance

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

		2019-20 Result	2020-21 Result	2021-22 Target¹	2021-22 Result
Significant Attributable Safety Occurrences	Number of Loss of Separation or Runway Incursion occurrences where the Risk Assessment Tool score is Category A.	0	0	0	0
Significant Attributable Safety Occurrences	Number of occurrences where the response to an aircraft did not meet the regulated response time.	0	0	0	0
On Time Performance (%) On Time Performance is measured as the number of flights operating on time as a percentage of the number of flights operated.		77%³	86%³	>80%	76%²
Customer Satisfaction Expressed as a percentage of satisfaction with our services. Prior to 2019-20 we measured our customer advocacy as determined by the net promoter score.		On Hold	71%	≥71%	81%

Source: Airservices 2021-22 Corporate Plan, page 17.
On Time Performance Data is supplied by the Bureau of Infrastructure and Transport Research Economics.
On Time Performance was adopted as a Corporate KPI for 2021-22, prior results are provided for reference only.

Analysis

We continued to deliver safe and reliable Air Traffic Management and Aviation Fire Fighting Rescue services throughout the year. We did this throughout the ongoing volatility in service demand due to continued border closures, which started to ease in the latter half of the financial year, with domestic activity ramping up very quickly in the last 4 months of the year. Our reliable service delivery continued even while we, as most other service industries, managed the flow-on effects to staffing and supply chains resulting from COVID-19 and one of the worst flu seasons seen in years.

Our industry continues to face unprecedented disruption as a result of illness and skill shortages, as seen in the lower On Time Performance (OTP) as a cross-industry performance metric compared to long-term historical trends. We are focused on adapting our capacity and service delivery approach in support of industry recovery, and working closely with our customers to strengthen resilience in responding to our changing operating environment.

Our annual Customer Satisfaction Survey result was 81%. We received positive feedback from our customers, including all major domestic operators. They appreciated the continued safety and resilience service outcomes being delivered, particularly in relation to flight planning and operations as well as emergency support, despite the trying circumstances caused by the pandemic.

Outcomes Achieved

CUSTOMER INITIATIVES	ACHIEVEMENTS
Service Performance Outcomes Matched to the Needs of Our Customers Develop a safe and efficient graduated service offering for each customer segment. Deliver essential supporting infrastructure and services in support of aviation industry expansion, including the opening of a significant new international and domestic airport in Western Sydney, and new runways in Melbourne and Perth, alongside Brisbane's recently commissioned parallel runway.	We delivered 4 surveillance approach services at Hobart, Launceston, Mackay and Rockhampton airports, in addition to the successful implementation of Surveillance Flight Information Service (SFIS) at Ballina and Mangalore in August 2021. Reviews have been completed for Ballina, with our airline customers providing positive feedback on the safety enhancement through SFIS delivery. We have finalised the proposed design for lowering the base of Class E airspace along the East Coast between Cairns and Melbourne. The supporting safety and economic analyses is being finalised. We are planning to submit the airspace change proposal to CASA in late 2022. We have developed our service design and integrated program in collaboration with Western Sydney Airport. We have aligned our investment and program delivery with the airport's operational milestones and timelines.
OneSKY Program 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 made significant progress in the OneSKY Program during the financial year, including: · Completion of the Preliminary Design Review and the design of the Benefits Enabling Program. · Significant progress on the Test Readiness Review, which will be achieved in early 2023. · Formal system testing of CMATS Release Zero Block One is now complete, and work has commenced on the transformation of workforces in preparation for CMATS Release Zero at the Joint Software Support Facility (JSSF) in Melbourne. · To date, the program has delivered over $200 million of critical infrastructure to enable deployment of CMATS (Civil Military Air Traffic Management System). New Air Traffic Services Centres at Melbourne, Perth and Brisbane are on track for completion by the end of 2022. OneSKY will be delivered through a sequence of system releases to conclude in 2027. This is a 18-24 month delay compared to the original 2025 timeframe, driven by supply chain challenges for critical components as a result of COVID-19. However, we remain focused on delivering the program and industry benefits as soon as possible. We are working with airlines to commence a trial of Continuous Descent Operations in Melbourne. We established the operating procedures and metrics with airlines participating in the trial.
New Digital Capabilities to Drive Efficiency Accelerate digitalisation and automation of services and solutions to prepare for future operating scenarios and improve unit cost efficiency.	We are working towards transforming the customer journey and better aligning our services to our customers' needs through multiple projects, with outcomes including: Execution of a contract agreement with the preferred vendor for the Digital Aerodrome Services (DAS) visual reproduction system. An Early Test and Evaluation Platform is planned for deployment at Canberra Airport with a number of cameras to be distributed around the existing tower space. The Digital Aerodrome Services (DAS) technology is on track to meet the preliminary design review milestone by the end of Q1 2022-23. Finalisation of an agreement to conduct a trial of the Integrated Drone Surveillance System at Sydney Airport. The trial outcomes will assist us to determine the kinds of UAS surveillance that may be required and will help inform our continued collaborative engagement with the Department of Infrastructure, Transport, Regional Development and Communications and the Arts on the National Drone Detection Network. Development of a prototype for the Flight Information Management System (FIMS) that will support the safe integration of uncrewed aircraft and advanced air mobility into our airspace. We are working towards delivering the digital replica of Australia's airspace, our Digital Twin, for our controllers to more accurately predict, collaborate and respond to our customers changing requirements and needs.
Enterprise Network Modernisation Program 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 have initiated the early works to prepare sites ahead of Enterprise Network Modernisation Program (ENMP) network installation, starting with the core sites which are major airports and data centres. The ENMP has completed the System Requirements Review that has enabled the program to move into the design phase. Copper-based service remediation work continues to make progress and is well-supported, ensuring our service continuity while we manage global supply chain impacts while transitioning to replacement services.

Case Study

Airspace Modernisation

In conjunction with the Civil Aviation Safety Authority and the Department of Infrastructure, Transport, Regional Development and Communications and the Arts, Airservices is modernising airspace management to boost safe and equitable access to Australian skies.

This has included enhancing the safety and efficiency of Australian-controlled airspace at major regional airports through national standardisation and leveraging increased surveillance.

In June 2022, we launched Surveillance Approach Services at 4 locations across Australia – Hobart (YMHB), Launceston (YMLT), Mackay (YBMK) and Rockhampton (YBRK). This service sees procedural approach control from the airport tower move to a centralised surveillance approach control from our Air Traffic Service Centres. The service supports the needs and safety of our customers and ensures we are prepared for projected traffic levels into the future. It was designed based on the following:

Change principles

Class of airspace needs to match service level to manage level of risk
Leverage air traffic management (ATM) technologies to improve safety, mitigate risk and enhance access to airspace for all airspace users
National consistency and standardisation of airspace procedures

Service outcomes

Efficiencies associated with reduced separation standards between instrument flight rules (IFR)-to-IFR aircraft in the Terminal
Manoeuvring Area
Use of surveillance, ATM system maps, charts and conflict alerts by the approach controller for all airspace users equipped with transponders or ADS-B
Rationalising the low-level Class E airspace at Rockhampton (YBRK) and Mackay (YBMK) and low-level Class D airspace at Launceston
(YMLT) and Hobart (YMHB) outside tower hours to enable IFR aircraft to become airborne without a clearance
Reallocating resources from surveillance approach service outside hours to during tower hours to align with the risk associated with traffic mix and density at these locations
Allowing the tower controller to focus on critica stages of flight, circuit area, take-off and landing

“Our goal is to enhance the safety and
efficiency of Australian airspace.”