client profile & key statistical data - south west...client profile & key statistical data...

Client Profile & Key

Statistical Data

REPORT PREPARED BY KYRA MORRIS

CLIENT PROFILE & KEY STATISTICAL DATA 2018 / 2019

1

Table of Contents

INTRODUCTION .......................................................................................................................... 2

CLIENT CHARACTERISTICS ........................................................................................................ 3

CALD DATA .................................................................................................................................. 9

SERVICE DATA ........................................................................................................................... 11

WEEKEND TAXI .......................................................................................................................... 17

CTP DATA .................................................................................................................................. 18

UNMET NEED ............................................................................................................................ 19

CANCELLATION DATA .............................................................................................................. 21

TAXI VOUCHER PROJECT ......................................................................................................... 22

VOLUNTEER CONTRIBUTIONS ................................................................................................ 23

CLIENT FEEDBACK .................................................................................................................... 23


2

South West Community Transport is funded by the Community Home Support Program (CHSP) and

Community Transport Program (CTP) to provide services to people living in the Sydney Local

Government Areas (LGA’s) of Camden, Campbelltown, Fairfield, Liverpool and Wollondilly who are:

Frail Aged, 65 years and over

Carers of these people

People who are transport disadvantaged

OUR VISION

Leading the Way in Accessible Transport

OUR MISSION

To be a comprehensive transport service providing:

Accessible, safe and secure transport which is responsive to community needs

Advocacy, education, research, innovation; and

Independence and quality of life for our clients

OUR VALUES

Our values provide the Board, Management, Staff and Volunteers with a touchstone against which

individual, team and organisational behaviours can be aligned and measured.

Excellence – being the best at what we do for those we serve and pursuing excellence in the

provision of all our services and our dealings with others.

Innovation – maintaining a thirst for learning and remaining always open to better ways.

Flexibility – being always open to alternative ways for our team to work and deliver services

Leadership – being accountable for outcomes and leading the way in our field

Partnership – Valuing mutual cooperation in the achievement of our mission

Respect – acknowledging always the inherent value, dignity, rights and wishes of others in

all our dealings

Safety – ensuring safety in our workplace and work practices, supporting staff and client

wellbeing.

Acknowledgement of Funding SWCT is supported by the Australian Government of Health under the Community Home Support Program.

Although funding for SWCT Services has been provided by the Australian Government, the material contained herein

does not necessarily represent the views or policies of the Australian Government.

SWCT is supported by financial assistance from the NSW Government.

INTRODUCTION


3

The following section summarises a range of demographics and characteristics of South West

Community Transport clients for the year of 2018 / 2019.

Total Clients

The total number of clients registered under CHSP and CTP funding with South West Community

Transport for the year of 2018 / 2019 was 7,167. This is a 2.35% increase from the previous year.

Total clients by month

The graph below shows the total amount of registered CHSP and CTP clients by month. May 2019

recorded the highest number of registered clients over the year, with 8,080 clients registered, this

number then decreased to 7,167 in June 2019. The decrease is due to SWCT exiting all clients who

had not used the service in more than 18 months.

9888

7209 7002 7167

2015 / 2016 2016 / 2017 2017 / 2018 2018 / 2019

7496 7625 77017840 7805 7751 7812 7868 7928 8042 8080

7167

CLIENT CHARACTERISTICS


4

Home LGA of clients

SWCT clients live across 5 Local Government Areas (LGA’s), these being; Camden, Campbelltown,

Fairfield, Liverpool and Wollondilly. The majority of clients registered with SWCT during 2018 / 2019

resided in the Fairfield LGA, with 31%, followed by Liverpool on 28% and Campbelltown on 24%.

Camden and Wollondilly Clients make up a total 17% of SWCT’s client database.

Home LGA’s over time

The graph below shows a historical pattern of where SWCT clients have resided over the past 3

years. Camden and Wollondilly are the only 2 LGA’s to show an increase in clients, each with a 1%

increase. Liverpool and Campbelltown have remained consistent, with Fairfield showing a 2%

decrease from the previous year.

Australian Bureau of Statistics Populations by LGA

The Australian Bureau of Statistics, estimated that in July 2017, the population of the 5 LGA’s in

SWCT’s coverage area would total approx. 729,243 people. As of July 2018, the ABS has advised

that the actual population is now 748,444, which is a 7.56% increase.

SWCT client demographics are similar to that of the total population, for instance; a total of 30% of

the total population reside in Liverpo0l, and a total of 28% of SWCT clients reside in Liverpool.

The graph below is a breakdown of ABS population statistics by LGA.

Camden10%

Campbelltown24%

Fairfield31%

Liverpool28%

Wollondilly 7%

9%

25%

30% 30%

6%9%

24%

33%

28%

6%

10%

24%

31%28%

7%

Camden Campbelltown Fairfield Liverpool Wollondilly

2016/2017 2017/2018 2018/2019


5

Age of Clients

SWCT clients range from under 5 years old, to over 100 years of age. As of June 30th 2019, almost all,

93%, of clients fall under CHSP funding and were aged 65 years or older. Within this 93%, 26% are

aged 65 – 74, 46% are aged 75 - 84 and 28% are aged 85 and older.

Age of Clients over time

The graph below indicates that over time, the majority of SWCT clients have been aged between 75

to 84 years old. The data collected during 2018 / 2019 shows that 46% of SWCT’s overall client

database were aged between 75 – 84 years old, a 19% difference from the second largest age group,

being clients aged 85+ years older.

Camden13%

Campbelltown22%

Fairfield28%

Liverpool30%

Wollondilly 7%

7 18 48 61 142 210

1765

3100

1802

Under 15 15 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65 - 74 75 - 84 85 - 99

17031942

1765

2655 2655

3100

1466 1466

1808

2016/2017 2017/2018 2018 /2019

65 - 74 75 - 84 85 +


6

Funding Sources

The graph below shows a breakdown of clients funding streams. As shown below, 93% of clients

received CHSP funding during 2018 / 2019, with 7% receiving CTP funding. Although CHSP funded

clients have decreased by 2% this year, these statistics have remained consistent over time.

Client Gender

The graph below shows the gender of SWCT clients. 66% of registered clients are female, with 31%

male, 3% did not specify their gender. This number has remained consistent over time.

Aboriginal and Torres Strait Islander Clients

Clients identifying as Aboriginal and Torres Strait Islander, or both, make up for a total of 1.15% of

SWCT’s client database. This number has increased from 2017 / 2018 by 0.14%. The ABS census

data for 2018 states that the total Aboriginal and Torres Strait Islander population across the 5

LGA’s is 2.02%

CTP7%

CHSP93%

5%

95%

7%

93%

CTP CHSP

2017/ 2018 2018/ 2019

Male31%

Female66%

Not specified

3%

1.15%

2.02%

SWCT Aboriginal & Torres Strait Islander Population Aboriginal & Torres StraitIslander


7

Country of Birth

South West Community Transport Clients are culturally diverse, evidence of this is displayed in the

graphs below. A total of 4,122, 58%, of clients were born overseas, with 3,022 born in Australia. In

total, SWCT clients have identified over 100 different countries as their country of birth, this number

has increased by 1% in comparison to the previous year.

The table below shows the top 14 countries identified as country of birth for clients during 2018 /

2019. Of the 58% of clients born overseas, the country of birth ranked highest was Italy, with 6.93%

of all clients, followed by England on 5.49% and Iraq 4.36%. This remains consistent with the

previous year.

2017 / 2018 2018 / 2019

Country Of Birth

Number of clients

Percentage

Country Of Birth

Number of clients

Percentage

Australia 3017 43% Australia 3022 42%

Italy 514 7.34% Italy 497 6.93%

England 398 5.68% England 394 5.49%

Iraq 306 4.37% Iraq 313 4.36%

Vietnam 278 3.97% Vietnam 271 3.78%

Malta 193 2.75% Malta 205 2.86%

Egypt 150 2.14% Cambodia 137 1.91%

Cambodia 142 2.02% Egypt 137 1.91%

Fiji 127 1.81% Fiji 137 1.91%

Philippines 125 1.78% Philippines 129 1.79%

Croatia 120 1.71% Croatia 113 1.57%

Uruguay 116 1.65% Uruguay 104 1.45%

China 110 1.57% China 99 1.38%

Greece 100 1.42% Greece 88 1.22%

Germany 93 1.32% Germany 88 1.22% ** 1433 clients were born in a country not shown above, or that was inadequately described. These countries include:

Adelie Land, Afghanistan, Aland Island, Andorra, Argentina, Antarctic Territory, Armenia, Austria, Bangladesh, Belarus,

Belgium, Bolivia, Bosnia and Herzegovina, Brazil, British Antarctic Territory, Canada, Chile, Colombia, Congo, Cook

Islands, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, El Salvador, Estonia, Ethiopia, Finland, France, Ghana,

Gibraltar, Hong Kong, Hungary, India, Indonesia, Iran, Ireland, Israel, Japan, Jordan, Kenya, Korea, Kuwait, Laos, Latvia,

Lebanon, Lithuania, Macau, Maldives, Mauritania, Mauritius, Morocco, Myanmar, Netherlands, New Caledonia, New

Zealand, Nicaragua, Niue, Northern Ireland, Pakistan, Papua New Guinea, Paraguay, Peru, Poland, Romania, Russian

Federation, Samoa, Saudi Arabia, Scotland, Serbia, Seychelles, Singapore, Slovenia, South Africa, South America, Spain,

Sri Lanka, St Helena, Sudan, Sweden, Switzerland, Syria, Taiwan, Tanzania, Thailand, Timor-Leste, Tonga, Tunisia,

Turkey, Ukraine, United States of America, Vanuatu, Venezuela, Wales and Zimbabwe.

Australia42%Overseas

58%

42% 43% 42%

58% 57% 58%

2016/ 2017 2017/ 2018 2018/2019

Australia Overseas


8

Language spoken at home

South West Community Transport‘s clients have identified as coming from over 100 different

countries of birth, and speaking over 50 languages other than English at home. As of 2018 / 2019, a

total of 1,456, 20% of the total client database, speak a language other than English at home. The

number of clients with a second language registered have increased by 2% from the previous year.

Of the 20% of clients whom speak a language other than English, the highest language spoken is

Arabic, 4.96%, followed by Italian, 2.91% and Vietnamese, 2.76%. The table below is a

representation of the top 14 languages spoken by SWCT clients, with a comparison to the previous

year.

2017 / 2018

2018 / 2019

Language Number of

clients Percentage Language

Number of clients

Percentage

English 5714 81.60% English 5711 79.68%

Arabic 392 5.59% Arabic 356 4.96%

Vietnamese 240 3.42% Italian 209 2.91%

Italian 230 3.28% Vietnamese 198 2.76%

Khmer 104 1.48% Spanish 167 2.33%

Cantonese 87 1.24% Khmer 95 1.32%

Spanish 76 1.08% Cantonese 79 1.10%

Greek 59 0.84% Greek 52 0.72%

Mandarin 44 0.62% Mandarin 41 0.57%

Serbian 32 0.45% Serbian 32 0.44%

Macedonian 28 0.39% Maltese 24 0.33%

Hindi 25 0.35% Macedonian 24 0.33%

Maltese 25 0.35% Hindi 22 0.30%

French 17 0.24% Assyrian 13 0.18%

**Other languages recorded include: Aboriginal, Assyrian, Australian Indigenous Languages, Basque, Bengali, Bosnian,

Chinese, Croatian, Czech, Danish, Dutch, Eastern Anmatyerr, Estonian, Fijian, German, Gujarati, Hungarian, Indonesian,

Iranian, Japanese, Kannada, Korean, Lao, Latvian, Pacific Austronesian, Persian, Polish, Portuguese, Russian, Samoan,

Sinhalese, Somali, Tagalog, Tami, Thai, Tongan, Turkic, Turkish, Ukrainian and Urdu.

English80%

Other20%

80% 82% 80%

20% 18% 20%

2016/ 2017 2017/ 2018 2018/2019

English Other


9

The following section presents data relating directly to South West Community Transport’s

culturally and linguistically diverse clients (CALD). CALD is defined as clients who speak a language

other than English at home.

CALD Clients

There is currently 20% of SWCT’s Clients who identify as culturally and linguistically diverse. The

graph below is a breakdown of these clients, by their respective LGA’s. Fairfield currently houses

the largest number of CALD clients, with 58%, a 1% decrease from the previous year. This is

followed by Liverpool, 28%, and Campbelltown, 11%. There is currently only 3% of CALD clients

who live in the Camden and Wollondilly LGA’s, which remains the same as the previous year.

CALD over time

The graph below is a comparison in CALD clients in each LGA over a 3 year period. Campbelltown is

the only LGA that has increased from the previous year, whilst Fairfield is the only LGA to decrease

in numbers, with Camden, Liverpool and Wollondilly remaining static.

Camden2%

Campbelltown11%

Fairfield58%

Liverpool28%

Wollondilly 1%

3%

11%

55%

31%

0%2%

10%

59%

28%

1%2%

11%

58%

28%

1%


2016/2017 2017/2018 2018 /2019

CALD DATA


10

SWCT CALD Clients vs CALD in the total population

The section below shows the ratio of SWCT clients that identify as CALD, in comparison to the ratio

of the total population in each of SWCT’s LGA’s who also identify as CALD.

The ratio of SWCT clients in each LGA who speak a language other than English at home varies

greatly between each LGA, from 1% in Wollondilly to 58% in Fairfield. In each LGA a higher ratio of

the general population speaks another language compared to SWCT’s client database.

Population breakdown by LGA

The following table is a breakdown of the top 5 spoken languages in each LGA, according to the

Australian Bureau of Statistics 2016 Census. This table indicates how culturally diverse the

population is and the degree to which CALD groups are retaining their languages.

Apart from English being the main language across the 5 LGAS, the other most frequently spoken

languages are Vietnamese, Arabic and Assyrian.

Population data by Census

The following table is a comparison of the CALD population in each LGA from the 2011 Census vs

2016 Census. The CALD population has increased over the 5 years in each LGA, with the biggest

increases in the Camden and Campbelltown areas.


2011 2016 2011 2016 2011 2016 2011 2016 2011 2016

English 86.30% 81.20% 69.80% 63.80% 25.90% 24.80% 44.40% 41.00% 91.20% 89.10%

Other 10.20% 14.40% 25.20% 30.40% 69.90% 70.80% 49.80% 51.90% 5.10% 5.70%

2%11%

58%

28%

1%

18%

37%

76%

59%

11%


SWCT Clients Total Population


English 81.20% English 63.80% English 24.80% English 41.00% English 89.10%

Arabic 1.40% Arabic 3.40% Vietnamese 20.40% Arabic 11.40% Italian 0.70%

Italian 1.30% Bengali 3.00% Assyrian 10.10% Vietnamese 4.90% Arabic 0.60%

Spanish 1.30% Hindi 2.40% Arabic 7.90% Hindi 4.00% Spanish 0.40%

Hindi 0.90% Filipino 2.20% Cantonese 4.30% Spanish 2.50% Maltese 0.40%


11

The following section presents information on transport provided to the 7,167 clients on SWCT’s

database during the period of 1st July 2018 to 30th June 2019.

Passenger Trips

During 2018 / 2019 SWCT completed a total of 86,965 trips, which equates to an average of 343

trips per weekday. Passenger trips statistics below have been broken down by funding source.

As presented in the graph below, 90% of trips completed were completed by clients funded by

CHSP, 5% of trips completed by the Taxi Voucher Project and 5% completed by clients funded by

CTP. CHSP & CTP trips have increased from the previous year, with 1% and 2% gains respectively.

TVP has decreased by 1% and there were no CCSP trips recorded as these clients are no longer

funded.

Passenger trips over time

The following graph presents the total passenger trips from CHSP, CTP and TVP clients combined,

with comparison to the past 3 financial years. Funded trips have decreased during the 3 year period

due to loss of CCSP funding and the implementation of NDIS.

CHSP90%

CTP5%

TVP5%

89%

3% 6% 2%

90%

5% 5% 0%

CHSP CTP TVP CCSP

2017/ 2018 2018/ 2019

9707398283

89889

86965

2015/ 2016 2016/ 2017 2017/ 2018 2018/ 2019

SERVICE DATA


12

Passenger trips by month

The number of individual passenger trips per month has held the same pattern as previous years,

with the least amount of trips recorded during the months of January, June and December. October

2018 showed the largest increase in trips in comparison to 2017/ 2018 with an increase of 4.93%,

followed by July with an increase of 3.52%.

May and March showed the largest decrease in trip numbers when compared with the previous

year, with May showing an 8% decrease, and March showing a 7.78% decrease.

October 2018 recorded the highest number of trips out of the 12 month period. SWCT held their

30th Anniversary celebration in October, with a total of 922 trips recorded on the one day, which

resulted in higher trip numbers for that month.

Passenger trips by funding source

The table below shows the total of amount of trips per month, split by CHSP and CTP funding

sources. There has been no trend with trips from either funding source as they appear to differ each

month. CHSP trips were highest during the months of October, November and May, with CTP

travelling more during November, December and February.

6952

8002 80497679

8217

67716119

73617798

7133

8914

689471977721 7530

80587948

64615554

75367191

7151 8199

6444

2017/ 2018 2018/2019

258 265 237 263 415 498 331 401 338 301 390 278

65727083 6916

7441 7190

52654930

6786 6538 6505

7493

5833

CTP CHSP


13

Individual Passengers

The following graph displays the number of individual clients who travelled with SWCT by month,

over the past 12 months, with a comparison to the previous year. 2018 / 2019 recorded a 1.64%

decrease in individual clients travelling over the 12 month period in comparison to 2017 / 2018, with

September, October and April being the only months showing an increase in clients. On average, a

total of 1,234 unique clients travel each month.

Kilometres travelled

SWCT vehicles travelled a total of 1,166,275 kilometres during 2018 / 2019, which is an increase of

5.4% from the previous year. The increase in kilometres is a direct result of undertaking additional

commercial work utilizing spare capacity. SWCT’s commercial arm directly pays the funded arm for

commercial clients to access community activities.

The graph below shows the kilometres travelled by SWCT vehicles over the past 12 months. There is

no trend with vehicle kilometres travelled, they differ from month to month with May showing the

highest kilometres travelled, and December showing the lowest. Kilometres travelled reflects

passenger trips i.e. October and May showed the highest amount of individual passenger trips, and

also showed the highest kilometres travelled.

12421344

1247 12941325

1194 10501256 1298

1214

13581237

1206 12601263 1411

13201111

10031188 1274

1225 13501201

2017/ 2018 2018/2019

1106947 1105907

1166275

2016/2017 2017/ 2018 2018/ 2019

79270

105451 96157 98256 99495

7232687642

99689 101038 104683124109

98159


14

Purpose of trips

SWCT categorizes trips by 6 main purposes; Community Health, Day Care, GP/Specialists, Hospital,

Shopping/Access and Social/Recreational. During 2018 / 2019, 33% of all trips completed for medical

purposes, with clients attending GP/ Specialists or Hospital visits. Social and Recreational trips

accounted for 36% of all trips, with Day Care recording 18% of trips, Shopping and Access on 13%

and Community Health on 0.3%

Trip purpose numbers for 2018 / 2019 were similar to that of the previous year with only minor

differences. Social and recreational trips increased in numbers by 4%, with GP/Specialists and

Shopping/Access both decreasing by 2%. Hospital and Community Health remained static.

The graph below presents trip purpose data by month. Social and recreational trips increased

during October, February and May due to SWCT’s 30th Anniversary and two overnight trips, with all

other trip purposes remaining fairly consistent throughout the year, with slight declines around the

December and January Christmas period and also in June.

Community Health

0%

Day Care18%

GP/ Specialists

25%

Hospital8%

Shopping/ Access

13%

Social/ Recreational

36%

0%

18%

27%

8%

15%

32%

0%

18%

25%

8%13%

36%

Community Health Day Care GP/ Specialists Hospital Shopping/ Access Social/Recreational

2017/ 2018 2018/ 2019

0500

100015002000250030003500

Community Health Day Care GP/ Specialists

Hospital Shopping/ Access Social/ Recreational


15

Social Outings

Social outings accounted for a total of 36% of all trips during 2018 / 2019, an increase of 4% from the

previous year. Social outings can be categorized into 2 separate categories; group social outings

and individual social outings. Of the 30,006 social trips completed during 2018 / 2019, 54% were

recorded as individual social, and 46% were recorded as group outings.

Express Bus

SWCT currently utilizes 5 express buses, and during 2018 / 2019 these express buses completed a

total of 10,757 trips. Current express buses include; Campbelltown circular, Fairfield to Liverpool,

Liverpool Circular and Macarthur to Liverpool. As shown below, the highest utilized express bus is

the Liverpool circular, followed by Campbelltown circular and Macarthur to Liverpool.

Out of area trips

SWCT currently utilizes 3 out of area express buses, these express buses are categorized as Out of

area left (i.e. Westmead, Concord etc.), out of area right (i.e. Sydney, Kogarah etc.) and General Out

of area (trips that fall over 20kms within SWCT’s LGA’s i.e. Liverpool to Picton or Camden to

Fairfield). SWCT completed a total of 4.964 out of area trips during 2018/ 2019, with the majority of

trips, 67%, as general out of area.

27045

30006

2017/ 2018 2018/ 2019

Individual Outing

54%

Group Outing46%

3044

1759

915372

4413

Campbelltown Campbelltown -Liverpool

Fairfield Fairfield -Liverpool

Liverpool

General Out of area

67%

Out of area left16%

Out of area right17%


16

Trips by day of week

The graph below is a breakdown of trips per day. During 2018 / 2019, Wednesday was the busiest

day, recording a total of 30% of all trips occurring on that day, followed by Monday with 19% and

Thursday with 18%

Mode of transport

The graph below is a breakdown of the mode of transport used whilst transporting clients during

2018 / 2019. The majority of all trips completed, 68%, were completed in SWCT buses, with 21%

completed in SWCT cars and the remaining 11% completed in Taxi. Taxi trips have decreased by 2%

from the previous year as a direct result of increasing KPI’s in SWCT vehicles.

Trips by mobility type

A total of 21,089 trips were completed during 2018 / 2019 by clients using a mobility device. A

breakdown of trips by mobility device can be found in the graph below. The largest percentage of

mobility devices used by SWCT clients whilst travelling were walking frames, with 86%, followed by

wheelchairs on 12%.

** Other includes oxygen, baby capsules and walking sticks.

Monday19%

Tuesday17%

Wednesday20%

Thursday18%

Friday15%

Saturday4%

Sunday 7%

SWCT Car21%

SWCT Bus68%

Taxi11%

19%

68%

13%21%

68%

11%

SWCT Car SWCT Bus Taxi

2017/ 2018 2018/ 2019

Walking Frame86%

Wheelchair12%

Scooter1%

Other1%


17

Individual Weekend Trips

The Weekend Taxi Service completed a total of 3,731 trips during 2018 / 2019, an increase of 4.3%

from the previous year. As shown below, a total of 7 months showed an increase of trips compared

to the previous years, with the largest increases occurring in December and March. The largest

decrease from the previous year occurred in October.

Weekend Client Demographics

The graph below is a breakdown of the number of unique clients travelling per month, with a

comparison to 2017 / 2018. An average of 84 unique clients utilize the Weekend Taxi Service each

month, a 10% increase from the previous year. There is no trend in the amount of individual clients

travelling, it differs from month to month.

The graph below is a breakdown of clients utilizing the Weekend Taxi Service by LGA. Clients from

the Liverpool and Fairfield LGA’s utilize the service more often with a combined total of 65% of all

trips.

322 264 333 297 290389

226 217298

386247 305300 262

347247 267

441

277 273374

390

240

313

2017/ 2018 2018/ 2019

8062

82 75 66

117

57 5877

9469

8577 6889

68

102 10585 73

91 10075 76

2017/ 2018 2018/ 2019

Camden10%

Campbelltown24%

Fairfield35%

Liverpool 30%

Wollondilly1%

WEEKEND TAXI


18

South West Community Transport receives 7% of all total funding in Community Transport Program

(CTP) funding to provide transport to people who are transport disadvantaged. The following is a

breakdown of the transport patterns and usage of CTP clients during 2018 / 2019.

CTP Clients

SWCT currently has 518 clients who are receiving CTP funding, which is a 5.28% increase from the

previous year. Of these 518 clients, 71% reside in the Fairfield and Liverpool LGA’s, with the largest

age group travelling aged between 51 - 60 years of age, followed by 61 – 70 years of age. These

statistics have remained consistent over time.

CTP Trips

During 2018 / 2019, SWCT completed a total of 3,975 CTP trips, an increase of 37.7% from the

previous year. As shown below, trips increased during the end of 2018 and early 2019 before

decreasing again around June. SWCT completes an annual audit of CTP clients to exit clients who

have not used the service in over 12 months, this audit was completed in August 2018 and lead to a

decrease of individual trip numbers.

Camden6%

Campbelltown20%Fairfield

37%

Liverpool34%

Wollondilly3%

018

40

65

115

215

163

39

144

< 10 11 –20

21 –30

31 -40

41 –50

51 –60

61 –70

71 –80

81 –90

91 +

258 265237

263

415

498

331

401

338301

390

278

CTP DATA


19

During the period of 2018 / 2019, a total of 1,299 trips were recorded as “unmet”, this is a 3.9%

decrease from the previous year. The implementation of express buses, fine tuning CTABS

optimization tool and changes in service delivery have successfully resulted in the decrease of

unmet need compared to previous years.

Individual Trips

The graph below shows unmet need during 2018 / 2019, in comparison to the previous year. There is

no significant trend in unmet need, with the total differing from month to month. The largest

recorded amount of trips recorded as unmet occurred in November 2018, with 138 trips recorded as

unmet, and the lowest amount of trips recorded was in September 2018, with 78 trips. The average

of amount of trips recorded as unmet is 108 trips per month, with almost 3 quarters of this recorded

as local area bookings, requested within 48 hours of the booking time, without a solution.

Unmet need by purpose

The following graph shows unmet need by purpose. Half of all unmet need recorded was for Social/

Recreational trips, followed by GP/Specialists and Shopping, both on 21%. There was no unmet

need recorded for Community Health or Day Care during 2018 / 2019.

2062

1353 1299

2016/ 2017 2017/ 2018 2018/ 2019

155

233

134 127

6299

4472

100 113 1219379

10778

115138

93 106 89128 127 137

102

2017/ 2018 2018/ 2019

Gp/Specialist21%

Hospital8%

Shopping/ Access

21%

Social/ Recreational

50%

UNMET NEED


20

Unmet need by LGA

The graph below shows unmet need by LGA. Fairfield recorded the highest amount of unmet need

during 2018 / 2019, with 29%, followed by Liverpool on 28% and Campbelltown on 23%.

The highest amount of unmet need recorded is due to no spare capacity within our vehicles within

48 hours of the booking time. 87% of all unmet need was recorded towards local trips, with the

remaining 13% as out of area.

Breakdown of unmet need types

The table below shows the total types of unmet need, categorized by “With Solution” trips and

“Without solution” trips. Almost all, 97%, of trips were recorded as “No Solution” and was not

resolved, the remaining 3% of unmet need trips were recorded as “With Solution” and were

resolved.

“Without solution” unmet need occurs when a client’s booking or travel time could not be changed

to suit SWCT’s resources. The majority of without solution trips recorded are as Show

Recommendation – Local and Show Recommendation – Out of area. The Show Recommendation

tool within CTABS is used within 48 hours of a booking to identify spare capacity within already

scheduled vehicles if there is no spare capacity within the vehicles, this is called as “Show

Recommendation, No Solution”.

Total Percentage

With Solution

Show recommendation - Local 25 2%

Show recommendation - Out of area 6 0.46%

Out of boundaries 7 0.53%

Out of hours 7 0.53%

Subtotal 45 3%

No Solution

Show recommendation - local 1053 80.00%

Show recommendation - Out of area 72 4.54%

Out of boundaries 80 5.15%

Out of hours 49 7.23%

Subtotal 1254 97%

TOTAL UNMET 1299 100%

Camden15%

Campbelltown23%Fairfield

29%

Liverpool28%

Wollondilly5%

Local87%

Out of area13%


21

SWCT classifies cancellation data under 2 separate categories; Individual cancellations and Group

Cancellations. A total of 20,159 cancellations were recorded by SWCT during 2018 / 2019, a

decrease of 21% from the previous year. SWCT averages approx. 1679 cancellations per month. As

shown below, group cancellations exceed individual cancellations by 18%.

Breakdown of cancellations

The table below summarises cancellations for group and individual transport by cancellation reason.

The majority of cancellations were for advanced cancellations, greater than 24 hours of the time of

booking, with a combined total of 55.03% of all cancellations, followed by trips cancelled on the

day, with a total of 32.34%.

GROUP TOTAL Percentage

Advanced cancellation 3973 19.82%

Cancelled on the day 2687 13.32%

No show 1559 7.73%

Subtotal 8219 40.87%

INDIVIDUAL TOTAL Percentage

Advanced cancellation 7098 35.21%

Cancelled on the day 3836 19.02%

No show 1006 4.90%

Subtotal 11940 59.13%

Short notice cancellations

The graph below shows “Short Notice” cancellations over the past 3 years. Short Notice

cancellations are those that have a major impact on passenger numbers and other measures of

service. These include; Cancelled on the day and No shows. Short Notice group trips have

decreased by 1.3%, while individual trips have increased by 10.9%

41%

59%

Individual

Group

3738 4303 42465256 4366 4842

2016/ 2017 2017/2018 2018/ 2019

Group Individual

CANCELLATION DATA


22

South West Community Transport’s Taxi Voucher Project aims to provide an alternative form of

transport for clients wishing to travel out of hours, or on the weekend, buy providing a monthly

allocation of Taxi Vouchers at a subsidized rate. These vouchers can be used with any taxi provider

within Australia.

TVP trips by year

A total of 4,453 trips were completed by clients on the Taxi Voucher Project during 2018 / 2019. This

is a 22% decline from the previous year. The decline in TVP numbers is due to clients being exited

who had not used the service in some time. No new clients have been referred to the Taxi Voucher

Project during 2018 / 2019 as SWCT now operates 24/ 7 utilizing taxi services after hours and on

weekends. This meets the needs previously addressed by the Taxi Voucher Project

TVP trips per month

A breakdown of trips can be found in the graph below. There does not appear to be any significant

trends in Taxi Voucher trips per month. The month of December recorded the highest amount of

trips, with 698 trips, this is due to all clients on the project receiving a bonus issue of vouchers as a

Christmas Bonus.

8930

5738

4453

2016/ 2017 2017/ 2018 2018/ 2019

367 373 377 354 343

698

293349 315 345 316 323

TAXI VOUCHER PROJECT


23

South West Community Transport has a committed team of volunteers who take on the following

roles;

- Drivers

- Bus Assistants

- Office Assistants

Without these dedicated volunteers, SWCT would not be able to provide the quality of service that

they do to such a large client database. As of June 2019, SWCT has a total of 35 registered

volunteers, who are spread across the following departments;

Volunteer Driver – 10

Volunteer Bus Assistant – 17

Volunteer Administration – 7

During 2018 / 2019, SWCT volunteers committed a total of approx. 21,019 hours with SWCT. This is

a decrease of 8% from the previous year. As shown below, the largest amount of hours recorded by

volunteer bus assistants, followed by volunteer administration.

South West Community Transport received a total of 129 pieces of individual feedback during 2018

/ 2019, with 47% received as positive feedback, and 53% as opportunities for improvement. SWCT

achieved a goal of 100% in resolving client feedback within 30 business days, with 100% of clients

satisfied with their outcome.

5670

10061

5288

1028 1202

Volunteer Admin Bus Assistant Driver Community Students

Positive47%

Negative53%

VOLUNTEER CONTRIBUTIONS

CLIENT FEEDBACK

client profile & key statistical data - south west...client profile & key statistical data...

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