CAA Stakeholder Survey Results Part 139 Aerodromes Introduction: The CAA stakeholder survey has been developed to gather the views of aviation participants on the performance of the CAA and the state of the aviation sector generally. The document presents the results of the survey sent to holders of Part 139 Aerodrome certificates in December 2017. Distribution On the 6 th of December 2018 the survey was sent to the email addresses of the relevant senior people at 26 Part 139-certificated aerodromes. Individual emails were sent to each recipient. A subsequent follow up email was sent in the beginning of February 2018. Respondents Analysis of the survey results indicated that 20 recipients opened the link to the survey. 8 subsequently withdrew without answering any questions, leaving 12 full responses and an overall response rate of 46%. Respondents indicated they held roles in the following categories: Chief Executive 3 Airport Manager 3 Other Senior Person 6 Results Section One Measured satisfaction with overall CAA performance and specific performance measures using the 1 9 scale below: 1 - Very Dissatisfied 2 3 4 5 - Neutral/Unsure 6 7 8 9 - Very Satisfied Overall satisfaction with CAA performance average score Please indicate how satisfied you are with the CAA's overall performance in its role as the regulator of the New Zealand aviation system: 7.67
Satisfaction with specific dimensions of CAA performance average scores Question: Each statement below is about a specific dimension of the CAA's overall performance. Using the scales proved, please indicate your level of satisfaction with the CAA's performance on each dimension Has competent and knowledgeable staff Is flexible and open minded 5.83 Supports innovation and growth in the aviation sector 6.67 Has a collaborative working relationship with the aviation sector 7.92 Operates efficiently and demonstrates value for money 6.00 Treats stakeholders fairly and reasonably 7.50 Operates in accordance with 'Just Culture' principles 6.42 Takes actions that are in proportion to circumstances Is trustworthy The CAA is open and transparent with the aviation sector and the public 7.33 7.33 Section Two This section measured satisfaction with specific CAA services (service delivery measurement). From the list of CAA services below, please indicate which you have used in the last 12 months: Service Interaction Number Responding Application/renewal or an operating certificate 2 Undergone a CAA audit or inspection 9 Attended a CAA seminar, consultation or working group 11 Accessed information on the CAA website 11 Sought advice or guidance from a CAA staff member 12 Other (please list) 2
Service dimension satisfaction average scores Question: Thinking back to your last interaction with CAA staff, please indicate how satisfied you were with the service aspects below. The amount of time it took to complete the overall service was reasonable You feel that your individual circumstances were taken into account The service experience met your expectations Your overall level of satisfaction with the service interaction You were treated fairly and reasonably 7.67 7.92 8.33 8.33 They did what they said they would do 8.17 The CAA staff were competent and helpful 8.25 Section Three This section measured views on the safety performance/compliance of operators in the aviation sector. Sector performance average scores Question: Thinking about the aviation sector that you participate in, please indicate your level of agreement with the statements below There is a strong safety culture in the sector 7.75 Operators demonstrate best practice and operate in excess of minimum safety and security standards Operators comply with the rules and regulations that apply to them 7.75 Operators have a comprehensive understanding of the rules and regulations that apply to them 7.17
Sector performance: Aerodrome User Groups average scores Question: Thinking about the Aerodrome User Group in operation at your aerodrome, please indicate your level of agreement with the statements below. The CAA provides an appropriate level of support to your User Group 6.42 Participants on the User Group are effective at identifying and addressing safety concerns as they arise 7.25 Section Four This section measured satisfaction with main CAA work areas. Area one: Audit and surveillance. Satisfaction with audit and surveillance average scores Question: Thinking back to the last time your participated in an audit, spot check, or recertification, please indicate your level of agreement with the statements below. Overall, CAA audits and recertifications improve the safety and security performance of the sector as a CAA staff thoroughly assessed your compliance with CAA rules and your exposition in the areas they said CAA staff operated efficiently with regard to the time that was taken and the material that was covered Clear reasoning and evidence was provided for any conclusions that were reached You were treated fairly and reasonably by the CAA staff involved 8.42 8.50 8.42 8.25 8.42
Section Five This section measured satisfaction with main CAA work areas. Area two: Safety reporting and investigation Satisfaction with safety reporting and investigation average scores Question: Please indicate your level of agreement with the statements below. Safety information, and other information relevant to your operation, is easy to access on the CAA website Lessons from CAA safety investigations are effectively shared throughout the sector Analysis of safety data is promulgated to educate the aviation sector and support operators' safety management systems The CAA responds appropriately to safety occurrence reports in line with 'Just Culture' principles The process for submitting a safety occurrence report to the CAA is clear and easy to follow 6.78 6.56 7.33 7.56 8.11
Section Six This section measured satisfaction with main CAA work areas. Area three: Aviation rules and regulations Satisfaction with rules and regulations average scores Question: Please indicate your level of agreement with the statements below. CAA staff are active and competent at providing support and guidance on Health and Safety at Work requirements The requirements of the Health and Safety at Work Act have been clearly communicated to operators in my sector 7.09 7.09 CAA staff are active and competent at providing support and guidance on SMS implementation 7.82 The SMS rule and associated guidance material clearly communicate the compliance requirements to operators in my sector 7.82 Regulations are in proportion to the risks they seek to manage 6.73 The process of regulatory change is effective at dealing with new technologies 5.36 The CAA demonstrates the cost-benefit case for changes to regulations 6.64 The views of stakeholders are taken into account 7.27 The CAA consults widely and effectively on any changes to regulations in the aviation sector 7.82