Victorian Taxi Directorate Strategic Plan

The Victorian Taxi Directorate (VTD) 3-year Strategic Plan 2007-10 articulates the VTD's strategic initiatives, grouped into 5 strategy areas, and the main measures for each. It also sets out the VTD's role, responsibilities, stakeholders and vision.

Information on this page

• Downloads
• Strategy areas & measures
• Role
• Responsibilities
• Stakeholders
• Reason for being
• Goals
• Contribution
• Involvement

Downloads The document is available for download. This page provides a summary. VTD 3-year Strategic Plan 2007-10 (PDF, 905 KB, 28 pp.)

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Strategy areas & measures

This table provides a summary of the 5 strategy areas, measurement drivers and measures.

More detail about the initiatives under each strategy area is provided in the full strategy document.

Outcomes

Shaping the sector We will lead in creating a strategic environment that supports the long-term sustainability of all participants within the industries we regulate. We have a vital role in Shaping the Sector over future years. Measurement drivers Industry training Public transport planning Multi Purpose Taxi Program and travellers who are disadvantaged Measures Driver test validation Complaints Passenger satisfaction Unfulfilled bookings

Getting around The industries depend on the satisfaction of passengers. The Getting Around outcome covers the needs of transport users. It focuses on strategies to improve service delivery, support integrated transport planning, and ensure equitable access to services. Measurement drivers Total demand for services Journey attractiveness Passenger safety Service attractiveness Measures Unfulfilled demand Wait time Licence utilisation Public safety complaints Vehicle and driver compliance Public perception of service attractiveness Vehicle maintenance and safety

Making a living The industries must provide adequate return for individuals and businesses who wish to participate. The Making a Living outcome covers the viability of the various industries, and includes regulatory and compliance strategies for the sector. Measurement drivers Industry participation Driver safety Compliance and fraud Enforcement Measures Passenger satisfaction Longevity of operator participation WorkCover claims Driver incidents Longevity of driver participation Vehicle and driver compliance

Enablers

Determining the infrastructure The industries rely on a level of infrastructure that provides consistency without creating excessive complexity. The Determining the Infrastructure enabler covers the human, technology and administrative needs of the industries, including stakeholders such as operators, drivers and customers. Measurement drivers Efficiency of systems Openness and capability of technology Measures VTD service quality Infrastructure effectiveness

Making it happen We must provide efficient and effective internal administration and service delivery. The Making It Happen enabler focuses on our organisation, and the changes we need to make internally in order to improve our capabilities and provide better service to our customers. Measurement drivers Organisation structure Stakeholder partnerships Measures Stakeholder satisfaction

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Role

The VTD oversees a significant part of the transport sector. To perform our role within this sector we need to understand the service users, the industry, and Government stakeholders within the context of the sector itself. We aim to build a visible profile that will encourage stakeholders to rely upon us making informed and sound decisions.

Our sector, in context, is described by the diagram below: the VTD regulates personal point-to-point public transport, including taxis, wheelchair-accessible taxis, hire cars, special purpose vehicles, high-occupancy vehicles and Driving Instructor Authorities.

Mass transit – bus, train and tram – is regulated by the Public Transport Division of the Department of Transport. VicRoads regulates personal transport.

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Responsibilities

Responsibility	Industries/stakeholders
Licensing	Taxis, hire cars, special purpose vehicles, restricted hire
Driver accreditation & authorisation	Taxis, buses, driving instructors, hire cars, special purpose vehicles, restricted hire vehicles
Taxi industry accreditation	Network service providers, secondary networks, operators
Multi Purpose Taxi Program	Program members and their advocates, taxis, wheelchair-accessible taxi operators & drivers
Inspections, compliance, enforcement, fraud management, prosecution	Taxis, network service providers, operators, drivers
Complaints	All industries
Technology	Taxis
Policy & procedure development, administration	All industries

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Stakeholders

Industry participants	Representative bodies Network service providers Operators Drivers Licence holders Driving instructors
Related corporations	CityLink Melbourne Airport Crown Casino Technology providers EastLink
Community groups	Victorian community Disabled advocacy and representative groups Multi Purpose Taxi Program members
Service providers	VicRoads MPTP partners Bendigo Stock Exchange
Government	Local Government State Government Federal Government

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Reason for being

The purpose of the VTD is to support the public interest by ensuring the delivery of safe, sustainable, reliable and innovative services within the industries we regulate.

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Goals

We aim to create a framework that ensures that the personal, point-to-point public transport industry will:

• provide responsive, professional, safe and accessible services
• build competitive modern sustainable businesses
• deliver high-quality services.

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Contribution

Our contribution to the industries is to:

• establish clear accountabilities for us and our stakeholders
• manage strong consultative processes with all our stakeholders
• champion the development of policy, legislation and regulation fairly and impartially
• implement legislation to regulate the industries in a transparent and accountable way
• ensure service quality through compliance operations
• deliver efficient administration.

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Involvement

We will achieve these goals by concentrating on five performance quality results:

Effective equity of access to services	We will ensure that the industries we regulate provide safe, reliable and affordable services for all customers, including those with a disability.
Good service delivery	We will work with the industries we regulate to provide effective, timely and focused service to their customers.
Strong stakeholder relationships	We will engage, strengthen, foster and improve relationships with stakeholders.
Engaged staff	We will provide a challenging and supportive environment that will empower our workforce to deliver professional and customer-focused services.
Effective systems	We will develop effective management controls, communications systems and knowledge management to ensure we are resilient and capable of fulfilling our mission.