[Peetwo]

CASA random, stratified, bollocks survey - 

 Hmm...picked up by Hitch today but apparently the CASA Stakeholder satisfaction survey results were discretely and without zero fanfare released last week - WTF?...  

(Warning: Bucket maybe required. -  )

Survey supports ongoing improvement

Date of publication: 8 April 2021

The Civil Aviation Safety Authority has made a commitment to continue to improve following the findings of its latest stakeholder survey.

The survey found a small increase in stakeholder satisfaction, with a rating of 6.3 in the latest survey. The rating in 2018 was 6.2.

The results showed 54% of respondents were satisfied or very satisfied with CASA’s performance. While 17% were dissatisfied or very dissatisfied.

CASA’s acting CEO and Director of Aviation Safety, Graeme Crawford, said the survey results highlighted the important work already underway to improve CASA’s performance.

“While it is pleasing to see the ratings have remained largely steady, the results show to gain more support from the aviation community we have to improve across the board,” Mr Crawford said.

“The good news is that we have a program of work happening right now that is delivering positive change.

“There are initiatives underway to improve consistent information and decision making through the new centralised regulatory guidance service. Other initiatives include the expansion of online services in myCASA to enhance service delivery and the roll out of plain English guides to make it easier to understand and comply with regulations.

“We are also continuing to work with our staff to make sure they have all the relevant training and skills to regulate, educate and serve.”

“Our focus is on creating better systems and processes that deliver the results needed by the aviation community.”

The survey’s rating given to ease of compliance with regulations improved since 2018, rising to 6.3 from 5.9. The rating for confidence in complying with safety regulations remained at 7.4. Satisfaction with the development of regulations also remained steady, at a 5.5 rating.

Other areas to remain steady were satisfaction with consistency of decision making and the likelihood to make a voluntary safety report. Satisfaction with service delivery dropped from a 2018 rating of 6.2 to 6.0.

The survey was open during November and December 2020 using a random stratified sample of CASA stakeholders, with 755 people taking part.

Plus from Hitch's article:

Among the key findings from the survey were:

• the average satisfaction rating for service delivery was 6.0/10, down only 0.2 from 2018
  
  
• 49% of respondents said they were "satisfied" or "very satisfied" with service delivery compared with 54% in 2018
  
  
• there continues to be low agreement that CASA explains regulations clearly
  
  
• 45% agree that CASA audits are critical to aviation safety and 41% believe the audits are done in a professional manner
  
  
• only 33% of stakeholders agreed that CASA are consistent in their decision making
  
  
• respondents continue to rate CASA poorly for industry consultation with an average of 5.5/10, largely the same as 2018 (5.6).
  

Results also showed that industry people were more dissatisfied after dealings with CASA staff than they were two years ago, and that satisfaction levels with CASA audit and compliance is at 36%, stable with the 2018 returns.

Faster Horses also conducted in-depth interviews with some respondents who expressed poor relationships with CASA, revealing:

• that some believe they are operating safely in spite of CASA regulations
  
  
• concerns about inconsistent answers or advice
  
  
• frustrations over timeliness and transparency
  
  
• that some find regulations hard to understand and accept
  
  
• a damning perception of CASA culture, particularly when it comes to admitting error.
  

The survey was catapulted in to the limelight in November last year when AOPA Australia CEO Ben Morgan distributed the link for respondents to all industry contacts, not just the 6600 tagged to be sent the survey.

This caused then CASA CEO Shane Carmody to delay the survey over fears it had been compromised.

Hmm...yep nothing to see here Miniscule - 

Yet another damning document for the RRAT Committee to table...  : https://www.casa.gov.au/sites/default/fi...y-2020.pdf

MTF...P2