CASA CEO and Director of Aviation Safety Pip Spence last week detailed service delivery improvements as the regulator moves more administrative functions online.
Speaking at the Regional Aviation Association of Australia (RAAA) roadshow on the Sunshine Coast, Spence said CASA already had 114 different services delivered via the CASA website, with a further 190 expected to transition from paper forms by the end of the year.
"Our new service delivery dashboard highlights response times and other key performance indicators as part of commitment to giving greater visibility of our processes so operators can better plan," Spence explained.
"The dashboard, which should be expanded significantly in coming weeks, highlights the volume of completed services, service delivery performance and processing times for various services for both individuals and organisations."
Spence said the service delivery dashboard will enable customer to see how many business days CASA was taking to process typical applications and the percentage completed during the service target days, via a colour-coded system visible to users.
"We’re also making it quicker and easier to make applications to CASA when it’s most convenient to you through our myCASA portal," she said.
According to CASA the initial focus of the new functions coming on line this year will be on individuals, with industry-based forms and a delegate management service also due for roll-out by late 2025.
"Complementing our moves to improve service delivery is a new charter outlining the standard of service stakeholders and clients can expect when they interact with us," Spence said.
CASA's biennial Stakeholder Satisfaction Survey completed in 2023 showed that satisfaction with CASA's service delivery was dropping, with 45% of respondents indicating a level of satisfaction, down from 49% in 2020, and 54% in 2018.
The survey report noted that the drop was significant and that CASA needed focus on service delivery if they wanted to increase satisfaction amongst key stakeholders.
E-mails inviting feedback to CASA's 2025 survey went out to select people in late April, with the report due to be released in the third quarter of this year.