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Goal 2 – Collaborative engagement with the aviation industry and wider community to promote and support aviation safety

CASA measures its success in achieving Goal 2 in two key performance areas:
‘Effective engagement’ and ‘Promote safety and education’.

Key performance area – Effective engagement

Key performance indicator

CASA maintains productive working relationships with key stakeholders

Measure
of success

Stakeholder satisfaction with CASA’s performance in key areas

On track

CASA continued to consult on regulatory change proposals and sought feedback on other initiatives through the CASA Consultation Hub (consultation.casa.gov.au).

Feedback was sought on a range of regulatory change proposals and airspace reviews, the bulk recruitment process, sector risks, the myCASA portal, and various safety promotion products, events and campaigns.

CASA approached the market for tenders to conduct the 2019–20 stakeholder engagement survey and received three responses. The procurement activity was finalised in April 2020, but due to COVID-19 restrictions the survey is yet to be distributed.

Key performance indicator

CASA is transparent in its decision making

Measure
of success

Processes, guidance and applicable policy manuals (standards, enforcement and surveillance) are available on the CASA website

On track

Appropriate guidance information is available on CASA’s website. Web content is regularly reviewed to ensure that it is updated.

In 2019–20, CASA engaged an external company to conduct research on its corporate website. The user research involved several phases to help improve and enhance activities on the website and develop future website activities. A CASA website project will commence in 2020–21, to improve CASA’s information architecture, review content, archive old pages, and consolidate and rewrite information available. This approach will help improve the overall user experience and aligns with the Digital Transformation Agency’s ‘Content Strategy Guide’.

Measure
of success

Unfavourable decisions are accompanied by a statement of reasons where required under legislation or other authority and are published on the CASA website

On track

All regulatory decisions to refuse an authorisation were accompanied by a statement of reasons and followed the formal enforcement process administered by CASA’s Legal, International and Regulatory Affairs Division.

Measure
of success

Number of complaints about CASA not being open and transparent

On track

The Industry Complaints Commissioner received three complaints in 2019–20 alleging CASA had not been open and transparent. None were upheld.

Key performance area – Promote safety and education

Key performance indicator

CASA supports industry compliance (and/or understanding of the consequences of non-compliance)

Measure
of success

Effective communication to key audience using appropriate channels

On track

A range of internal and external communication activities were implemented, and communication plans were developed for each activity. The communication plans identified affected stakeholders and the best channels and methods for reaching

them. The activities included:

  • publishing all proposed regulatory changes and related consultation documents from 2019–20 on CASA’s website at casa.gov.au/newrules
  • conducting the Know Your Drone safety education campaign for people who fly drones for fun
  • distributing CASA’s e-newsletter, The CASA Briefing, to more than 11,000 subscribers.

Internal initiatives included communication campaigns for the Regulatory Services and Surveillance Transformation Program, Canberra office location options, diversity events and staff awards. Staff received fortnightly talking points on hot topics designed to support staff in communicating with industry.

During 2019–20, 48 public consultations and feedback surveys were conducted via the CASA Consultation Hub, on a range of policy proposals and initiatives, with a total of 4,776 responses. The portal also functioned as a key communication channel, with 247,675 unique visitors during the year.

Subjects covered in CASA’s The CASA Briefing newsletter and feedback surveys included CASA support in the COVID-19 crisis, the completion of the operational regulations package, consultation on key initiatives such as the weight increase for recreational aviation, improvements in online services and finalisation of the new fatigue rules.

Measure
of success

Industry forums conducted openly and transparently

On track

All minutes and meeting notes of technical working groups, the Aviation Safety Advisory Panel and regional airspace and procedures advisory committees were published on CASA’s website, enabling the groups’ activities to be transparent and open to the broader industry.

Key performance indicator

CASA’s education and promotion deliverables are relevant, timely, effective and appropriately targeted

Measure
of success

Education and promotion activities meet the needs of the aviation community and CASA staff

On track

The Know Your Drone safety education campaign was conducted for people who fly drones for fun. The campaign aimed to raise broad awareness, understanding and acceptance of the recreational drone safety rules, challenge overconfidence and perceived knowledge of the rules, and increase awareness that CASA regulates aviation safety in Australia.

More than eight in 10 people who said that they intended to purchase a drone in the next 12 months reported that they felt they had learnt something new, thought the campaign was believable and knew where to look for further information.

The campaign achieved a cumulative reach of more than 12.4 million people. The interactive quiz for recreational drone operators on CASA’s website was taken more than 113,000 times.

A feedback survey on CASA’s flagship aviation safety magazine, Flight Safety Australia, opened on 24 June 2020 and had attracted 783 responses by 30 June 2020. The survey will close on 12 July 2020.

The myCASA portal feedback survey received the second highest number of responses, with 490 responses; followed by the survey on the maximum take-off weight increase for aeroplanes managed by an approved self-administering aviation organisation, with 408 responses. In total, 3,368 orders were received through CASA’s online store and 57,323 items were dispatched.

CASA launched a new version of the external online learning management system, AviationWorx, on 31 August 2019. The system is used by a wide range of external clients to undertake mandatory and voluntary training. This includes flight examiners, pilots, engineers, designated aviation medical examiners, ground handlers, refuellers and more.

CASA staff were provided with access to training modules for the release of new systems, initiatives and regulations. On 25 May 2020, CASA released a new version of CLASS, a learning management system, for internal use. Staff were equipped with the knowledge and understanding required to perform their roles satisfactorily.

Measure
of success

Increased and expanded digital interactions

On track

Social media activities continued to show strong results, with significant interactions and engagement across channels.
Between 1 July 2019 and 30 June 2020:

  • Facebook maintained the largest following, with the number of followers increasing by 3,385 to reach 48,767
  • LinkedIn experienced the highest growth, with the number of users increasing by 15,976 to reach 33,139
  • Twitter followers increased by 1,517 to reach 13,121
  • YouTube followers increased by 1,346 to reach 5,927.

The top post during 2019–20 related to the request that drone operators not fly their drones in or near bushfires. The post reached 642,895 people on Facebook, with 51,610 engagements and 9,617 reactions, comments and shares. It was also the top Twitter tweet, with 45,422 impressions and 1,187 total engagements.