An introduction to your Annual Report

The Public Transport Authority of Western Australia (PTA) is responsible for the operation of all bus, train and ferry public transport services in the greater metropolitan area under the Transperth brand. It also operates public transport services in regional centres, operates road coach and rail passenger services to regional areas under the Transwa brand, and administers and manages School Bus Services (SBS).

In addition to operating these transport services, the PTA is responsible for designing, building and maintaining public transport infrastructure and for protecting the long-term viability of Western Australia’s rail corridor and railway infrastructure.

The PTA delivers public transport services seven days a week and in some cases up to 24 hours a day.

As at June 30 2012, the PTA had 1462 employees spread across the metropolitan area, from Nowergup in the north to Mandurah in the south and Midland in the east, as well as in major regional centres such as Albany, Bunbury, Esperance, Geraldton and Kalgoorlie. The PTA also provides a substantial amount of its services and works projects using contractors and therefore has significant contract management functions.

Our purpose

To provide safe, customer-focussed, efficient and cost-effective transport services.

Our vision

To make public transport the number one choice for connecting people and places.

Our values

• Respect - We value and respect our customers, suppliers and each other.
• Recognition - We recognise each other for achievement, initiative and innovation.
• Integrity - We are honest and ethical.
• Safety - We are committed to safety and protecting your future.
• Sustainability - We consider the long-term impact of everything we do - economic, social and environmental.

In this report, the PTA fulfils its reporting obligation by identifying the relevant strategic outcomes and its contribution to them in 2011-12 through:

• operational reports which show the effectiveness and efficiency of our transport services (12-47).
• compliance reports (72-77).
• audited key performance indicators report (94-111).
• audited financial report (112-160).

Measuring effectiveness and efficiency

To honour the Government’s vision for Western Australia, the PTA has targeted two outcomes:

1. An accessible, reliable and safe public transport system.
2. Protection of the long-term functionality of the rail corridor and railway infrastructure.

Indicators of success in achieving the first of these outcomes are based on patronage and service provision, accessibility, reliability, customer satisfaction, safety and cost efficiency.

For the second outcome, success results from quality management of the railway corridor and residual issues of the rail freight network, which was leased to private sector operators in 2000.

Customer Service Charter

The PTA is a customer service-oriented organisation, responsible for the delivery of efficient and sustainable passenger transport services to the public. It operates under the following Customer Service Charter:

• The PTA is committed to providing a quality passenger transport service to the public.
• Our bus, train and ferry staff and contractors are focussed on delivering safe and reliable services.
• Our staff and contractors will treat customers in a respectful and professional manner.
• Our buses, trains, ferries and facilities will be clean and well presented.
• Current information about all PTA services will be available from customer service staff, brochures, timetables, our call centres and our website.
• The PTA will plan and review passenger transport services in consultation with the community to get the best results.
• The PTA will plan and provide transport systems that respect the environment and improve sustainability.

To help us improve our services we maintain an InfoLine for feedback, 13 62 13, and our websites, www.pta.wa.gov.au, www.transperth.wa.gov.au or www.transwa.wa.gov.au for specific PTA business.