1. MAV Infrastructure Forum
February 2015
Victoria

2. About NHVR | Where are we at?
New organizational structure announced and being implemented
Focus on building whole of organisational functions /capabilities
Changes ongoing – aim to minimise impact to customers
Refocused engagement model with industry and government delivering benefits
Industry commitment remains strong
Delegated permit model in place to June 2015
AccessCONNECT Program strategic direction endorsed by Ministers and on track
Top Priorities for the next 3 months
PBS Truck and Dog Notice
NSW HML Declaration
OSOM Envelope
SPV Notice
Heavy Vehicle Classification Framework
Livestock Fatigue Management Templates

3. Overview of the AccessCONNECT Program

4. About NHVR | Permit Delegations

5. What is the current NHVR environment?
The NHVR New Access Permit application service can be split into four (4) key processes:
Lodge
Assess
Consent
Finalise.
It has the following characteristics:
Customers are required to apply through multiple entry points and different form types
The consent request process is managed through an unreliable interface
Road Managers have no/inconsistent service standards, risk-based assessment frameworks or tools to drive consistent and efficient consent decision making that meets customers expectations
Permits are manually generated by the NHVR and in a different format to those generated by most Delegates.

6. What is the current NHVR business process?
Application Lodgement Channels

7. Where are we now?

8. ENABLING TOOLS AND PROCESSES
What will be delivered?
We are implementing a NATIONAL ACCESS MANAGEMENT
BUSINESS MODEL for industry that delivers national consistency,
improved transparency and reduced regulatory burden,
while addressing stakeholders expectations
Our Vision
ENABLING TOOLS AND PROCESSES

9. Where do we want to be?

10. How will we get there?

11. Program Streams and Key Products

12. Guiding Principles
Principle 1: Full Access permit application processing will be reintegrated to the NHVR based on readiness rather than time
Principle 2: Appropriate resources will be identified in consultation with partners and will be made available within and outside the NHVR in accordance with agreed functions
Principle 3: All stakeholders will work cooperatively to implement the NHVR Remediation Program
Principle 4: Decisions made will be based on safety, efficiency and productivity outcomes for industry

13. Status of
key activities

14. NHVR’s ICT Maturity Model

15. AccessCONNECT Web-based Portals
Road Manager Portal In-built Consent Request process, reporting functionality, permit conditions library, improved (and tracked) communication between the NHVR and RMs
Customer Portal Smart Forms, Payment Gateway, Application Tracker and a series of tools to aid the application process.
GIS Portal Series of tools that will allow Road Managers to update their networks in the Journey Planner product.
NHVR Case Mgmt Portal Reporting, workflow engine, Performance Indicators, support tools.
A series of stakeholder specific web-based portals are being developed to improve the useability and functionality of the new Permit System

16. Stage 1 – Internal NHVR Dashboard
In late 2014, the Program Team deployed an internal reporting dashboard for the Access Permit Team.
This Dashboard is refreshed every five minutes and was the first time the Permit Team had the ability to track permit progress during the course of a business day.
The introduction of the Dashboard drastically improved the NHVRs business understanding and resulted in the following improvements:
Improved processing timeframes and application quality
The establishment of team performance indicators
Realignment of team structure to support processing
Live reporting data that allowed the Permit Team to quickly respond to priorities
Improved customer service experience

17. Stage 1 – Internal NHVR Dashboard

18. Stage 1 – Internal NHVR Dashboard

19. Stage 2 – Jurisdictional Road Manager Dashboard
Prior to the close of 2014, letters were written from the NHVR to each state road authority advising of the NHVRs intentions to begin publishing national permit processing reports.
During January the Program Team worked with each participating state road agency to prepare and deployed jurisdictional specific reporting dashboards. The Program Team is still working on implementation with jurisdictions to embed the usage of these dashboards into Road Managers daily operations.
The introduction of these reports is the first time that State Authority Road Managers and the NHVR have been able to work from the same reporting metrics. It is expected that the Road Manager Dashboard will:
Improve Road Managers business understanding
Improve communication with the NHVR
Improve processing timeframes
Improve the quality of data

20. Stage 2 – Jurisdictional Road Manager Dashboard

21. Stage 3 – Customer Portal and Council Portal
Case Tracking Tool:
The next step for the Program Team is to work with a small number of Operators to design, pilot and implement an Application Case Tracker
An initial prototype is under development and it will be piloted with a number of customers prior to being released to all applicants
Proposed pilot date: early March 2015
Local Government Portal:
Similar to the Jurisdictional Road Manager Dashboard, a portal will be made available to councils to highlight timeframes and current applications pending for consent requests.
Proposed pilot date: late March 2015

22. High Level NHVR Program Plan

23. National NHVR Performance Feb 2014 – Jan 2015

24. National NHVR Performance Nov 2014 – Jan 2015

25. Understanding Demand – NHVR permits
For illustrative purposes only

26. Council NHVR Performance Feb 2014 – Jan 2015

27. Council NHVR Performance Nov 2014 – Jan 2015

28. NHVR Performance Statistics Important

29. engagement Activities

30. Engagement and Change Outcome Deliverables Our Approach
All participants in the access management process understand their role in improving outcomes
Engagement Planning
Local Government
Jurisdictions
Industry
NHVR Staff
Stakeholder Engagement Strategy
Action and Change Management Plan
Identify Enhancement opportunities
Risk and Issues Mitigation
Solution Design and Training Workshops
Program communications
Attendance at conferences/workshop sessions
Action and Engagement Plan
Jurisdictional Working Group (RWG)
Solution Design Workshops
Program communications
Attendance at conferences/workshop sessions
Industry Operations Groups (IOGs)
Solution Design Workshops
Program communications
Attendance at conferences/workshop sessions
Training and Capability Development
Improvement and Change Working Groups
Program communications

31. Local Government Focus
The local government telephone survey (delivered through Stellar) has been now been completed with 306 of the 406 (75%) local governments providing responses.  
A report on the survey results is being finalised, and subsequent activities are now underway. This will be circulated to partners once completed.
This includes the addition of two (2) program resources focussed on local government engagement activities, who will work closely with this critical stakeholder group to better understand issues and build relationships.

32. Roadmap and
Next Steps

33. Local Government Engagement

34. Local Government Engagement Journey
Where are we at?
Completed the Local Government Survey
Commenced discovery activities
Commenced the collection and engagement program
Completed first stage of implementation planning
Moving forward
Stakeholder Strategy
Improving how and when we engage with our customers and stakeholder
Education and Training
Delivering targeted education and training for maximum impact
Engagement Plan
Ensuring alignment of communications, educations and engagement

35. Next Steps Implementation Plans per Stream
Stage Plans (for the next 3-6 months)
Detailed Design for New Permit System
Functional requirements documentation (and prototyping)
Procurement strategy and commencement
Local Government Engagement
Report on survey with councils (phase 1)
Commenced detailed engagement activities (phase 2)
Policy Setting, Process Reform and System Enhancement
Formal commencement of work program within the streams
Pre-approval program of work – how do we work with RTAC members to do

36. END