Airservices is Australia's air navigation service provider - we provide air traffic control, aviation rescue and fire fighting and air navigation services.

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Performance


Our strategic performance outcomes support, inform and drive our decision-making. This will ensure we continue to work towards being recognised as an industry leader and a valued service provider.

Through the decisions we make, we ensure we are:

  • safe and secure—our most important consideration is always the safety of air navigation
  • valued and accountable—we deliver services that are valued by our customers and are environmentally responsible
  • efficient and commercial—we make customer-centric and commercially rigorous decisions and commit to continually improving the way we do business
  • innovative—we embrace and invest in innovation to build the Airservices of tomorrow.

We have worked with our customers to refine the way we measure performance and to ensure a clear customer-centric focus on what represents value.

Our overall organisational performance is monitored and managed through our corporate plan key performance indicators (KPIs) as outlined in Table 1.

At the highest level our performance is focused on nine enterprise-wide KPIs. These measures are cascaded though the organisation to focus us and our resources on our purpose and vision.

The performance level of our service delivery is also agreed with, and reported to, our customers through the Airservices Services Charter.

performance

Table 1: Corporate Plan 2017–18 KPIs

Safety KPIs

Target/trend
2017–18

Target/trend
2018–19

Target/trend
2019–20

Target/trend
2020–21
Target/trend
2021–22

Significant Attributable Safety Occurrences

Air Navigation Services: A significant ANS attributable safety occurrence is any loss of separation (LoS) or runway incursion occurrence where the Risk Assessment Tool score is Category A.

0

0

0

0

0

Aviation Rescue Fire Fighting Services: Any occurrence in which the response to an aircraft incident to the end of each runway did not meet the regulated response time directive of three minutes.

0

0

0

0

0

Lost time injury frequency rate (LTIFR) 7

Lost time injury is defined as an occurrence that resulted in time lost from work of one day/shift or more, permanent disability or fatality.

3.5

2.5

1.5

<1

<1

Financial stewardship KPIs

Target/trend
2017–18

Target/trend
2018–19

Target/trend
2019–20

Target/trend
2020–21
Target/trend
2021–22

NPAT 8

Net Profit After Tax ($ million).

59.2

66.6

64.0

64.3

65.5

Return on assets (RoA)

Airservices annual earnings as a percentage of Airservices assets.

6.5%

6.5%

6.0%

5.9%

5.9%

Business operations/ efficiency KPIs

Target/trend
2017–18

Target/trend
2018–19

Target/trend
2019–20

Target/trend
2020–21

Target/trend
2021–22

Productivity

Total operating cost per instrument flight rules (IFR) flight hour ($/hour).

Downward trend in real terms

Industry outcomes KPIs

Target/trend 2017–18

Target/trend 2018–19

Target/trend 2019–20

Target/trend 2020–21

Target/trend 2021–22

Arrival airborne delay (high‑volume operations)

The median (and 75th percentile) excess time incurred during the arrival airborne phase of flight in reference to the estimated time of arrival for high‑volume operations.

(High-volume operating environments defined as Brisbane, Melbourne, Perth and Sydney).

 Median

0.6

0.6

0.6

0.6

0.6

75th Percentile

3.5

3.4

3.3

3.2

3.1

Industry advocacy score

Measures our customer advocacy as determined by the net promoter score.

-39

-20

-20

-20

-20

Organisational capacity KPIs

Target/trend
2017–18

Target/trend
2018–19

Target/trend
2019–20

Target/trend
2020–21
Target/trend
2021–22

People engagement survey—values focused

Engagement score expressed as a percentage of satisfaction and specific values-related results.

75th
percentile

75th
percentile

75th percentile

75th
percentile

75th percentile

Diversity and inclusion index

Index expressed as a percentage of the extent to which employees feel that the work environment is inclusive of all employees and supportive of diversity in the workplace.

35th
percentile

40th percentile

45th percentile

50th
percentile

55th percentile

7. LTIFR is the number of lost time injuries within a given accounting period to per million hours worked in the same accounting period.
8. As outlined in the Five-year corporate financial plan.

 

 

Mapping key performance indicators to our performance outcomes

 

Performance outcomes
Safe and Secure Valued and Accountable Efficient and Commercial Innovative

KPIs

Our most important consideration is always the safety of service delivery

We deliver services that are valued by our customers and are environmentally responsible

We make customer-centric and commercially rigorous decisions and commit to continually improving the way we do business

We embrace and invest in innovation to build the Airservices of tomorrow

Significant attributable safety occurrences

green-tick

Lost Time Injury Frequency Rate

green-tick

Net Profit after tax

green-tick

green-tick

Return on assets

green-tick

green-tick

Total cost per IFR flight hour

green-tick

green-tick

Arrival airborne delay

green-tick

green-tick

People engagement

green-tick

Diversity and inclusion index

green-tick

Industry Advocacy

green-tick

green-tick

green-tick

green-tick