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NRMA Corporate Responsibility Review The value of great service
The secret to great service CEO message
We are proud of our longstanding To add to the challenge, Australians’ The NRMA’s commitment to service is driven by our core
reputation for delivering legendary definition of service excellence values – community, help, integrity, quality and speaking
out. Our people live these values every day – and great
roadside service. But did you know is continually evolving as society
people are what make great service.
that today’s NRMA touches peoples’ changes around us.
lives in many other ways? With 2.4 Our commitment to service is why we are still here 90 years
million Members, a diverse set of However, after more than nine after the NRMA was founded and will define us for years to
businesses and a history of community decades of serving Members, we come. Over the next decade, service will be the number one
understand that outstanding service factor when Australians choose businesses to deal with.
involvement, we serve hundreds of
really boils down to one thing: Those that don’t meet customers’ service expectations
people every day. won’t survive. By continuing our tradition of value-driven
knowing what your customers want
service, we aim to be around in 2020 and beyond.
Although delivering great service and providing it in a professional and
is a key part of what we do each reliable manner. To do that, we must keep refining our standards in line
and every day, it’s not always easy, with our Members’ changing expectations. During 2011/12
because service is subjective. We all This Corporate Responsibility Review we worked hard to provide the training, tools and support
includes many examples of how, by that our people need to deliver consistently great service in
have our own standards. Furthermore,
adhering to our core values, the NRMA changing times – both now and in the future.
our expectations change with the
context. When your car breaks down has done just that over the past We also turned our service strategies into action. In a world
at night, you want prompt, efficient 12 months. where good service is so elusive that people are surprised
and reassuring assistance. When you when they experience it, we are proud to have served
Members, customers and the wider community in so many
book a family holiday, you expect
tangible and exceptional ways this year. From regional
knowledgeable, friendly help and Helping people everyday Australians to older drivers, from stranded motorists to
competitive pricing. frustrated commuters, the NRMA’s service ethos made a
difference to thousands of people.
Receiving three Australian Business Awards for service
excellence and innovation crowned an outstanding year.
The world may keep changing but you can be sure of one
thing: by letting our values shine through, the NRMA
will continue to stand for a level of service that no other
organisation can beat.
Tony Stuart Group Chief Executive Officer
NRMA Corporate Responsibility Review 2011/2012 2
The value of service
Community
Each one of our ten service focus partnerships
Helping
areas aligns with one of our five core
hands
values: community, help, integrity,
quality and speaking out. These values
are at the centre of our approach to Community Environment
corporate responsibility, and are the Motoring
Give back to the
starting point every time we serve our education communities we serve.
Members, customers, motorists and
the wider community. Our values will
always shine through however much Speaking out Help
the world around us changes. Give our Support our
Members a voice Members through Sustainable
where it matters. changing times. transport
Advocacy
Quality Integrity
Provide the optimum Do the right thing
service experience, People,
for our Members
every time. and employees. safety and
wellbeing
Innovation
Membership Governance
NRMA Corporate Responsibility Review 2011/2012 3
Service: The secret behind our top 10 successes this year
Helping Hands Community Environment Sustainable People
Volunteered our Partnerships Reduced our carbon transport Prepared our leaders
personal and Collaborated with emissions by 12% in Continued to help to support and
professional skills volunteer rescuers 12 months. motorists to power motivate our staff
in record numbers. to highlight the real into an electric future. in changing times.
cost of crashes.
Governance Membership Innovation Advocacy Education
Attracted 12% Provided such great Won our third Australian Leveraged Kept communities
more online voters service that 80% of Business Award for Member-power to safer through road
to Australia’s largest Members rated us Innovation thanks to ensure camera fine safety education
non-government as 9 or 10 out of 10. another year of industry- revenue is spent on programs for young
election. leading projects. road safety. and old.
NRMA Corporate Responsibility Review 2011/2012 4
Volunteered our
personal and professional
skills in record numbers
Since the NRMA was founded, our staff have dedicated
hundreds of hours to helping people, animals and
environments in need. Through our Helping Hands staff
volunteer program, they spent a record 352 days working on
a range of projects with our seven charity partners this year.
Longstanding members of the NRMA To support our charity partners’ growth,
corporate charity family – Sunnyfield, we launched our NRMA Collaborate
Starlight Children’s Foundation, program, sharing professional skills between
Conservation Volunteers Australia and organisations. The NRMA’s Head of Media
Youth Off The Streets – provided us with held a communications workshop, the first in
many community service opportunities. a series of events where our subject experts
From renovating youth refuges to making share their knowledge and experience.
seriously ill children laugh, our staff
We also supported charities through
happily helped out.
the 2011 NRMA Helping People Awards.
In 2011, we responded to staff and Member Selected from more than 560 nominations,
feedback to add new corporate charity the four winners represented some of our
partners RSPCA NSW, the Leukaemia unsung heroes in NSW and ACT.
Foundation and UNICEF. Staff got behind
the RSPCA’s annual Million Paws Walk and Conservation Volunteer Award
Living Ruff campaigns and raised funds to Cheryl Cochran,
support a classroom and provide education Northern Rivers Wildlife Carers Inc.
supplies for disadvantaged children through
Young Volunteer Award
the UNICEF Schools for Africa program.
Kiri Allen, YMCA
The NRMA Safer Driving School trained two
RSPCA drivers and our staff volunteered to Community Volunteer Award
drive an NRMA-funded vehicle in NSW as Gabe Kavanagh, Amnesty International
part of a national patient transport program Senior Volunteer Award
for Australia’s 40,000 leukaemia patients. Bill and Anne Brodie,
Tweed Palliative Support Inc.
NRMA Corporate Responsibility Review 2011/2012 5
Collaborated with volunteer
rescuers to highlight the real
cost of crashes
The Cost of Crashes road safety report detailed the brave
work carried out by the NRMA supported Volunteer Rescue
Association of NSW. The report alerted politicians to the
$3 billion annual cost of car accidents and their devastating
emotional impact.
Every year, the NRMA supports Other partnerships benefit people who
organisations and initiatives that have a need a hand. We continued to help
positive impact on the lives of people in disadvantaged young people to turn their
communities throughout NSW and ACT. lives around through our Hand Brake Turn
and Youth Off the Streets scholarship
Some of our community partnerships
programs and gave 100 Starlight Foundation
are motoring-based: this year’s vintage
families a free holiday.
vehicle displays at the 26th annual NRMA
Motorfest and Australian Motorlife Museum In regional areas, our new Flix in the Stix
were must-sees for transport history fans. partnership brought music and short films
Some are educational: the 2011 TechnoPush to outdoor audiences. Meanwhile the NRMA
attracted 2,000 school students keen to Mobile Member Centre travelled around
design and race billy carts while learning NSW to share road safety information and
about road safety. The NRMA also supported help out local communities. When floods
Taronga Zoo’s Australia's Nightlife exhibit, threatened more than 2,000 people in Hay
which educates motorists and the wider in March 2012, the NRMA Mobile Member
community on how to be more aware of Centre was on the spot to provide vital
our nocturnal native animals on the roads. support for state and local emergency crews.
NRMA Corporate Responsibility Review 2011/2012 6
Reduced our carbon emissions
by 12% in 12 months
One of the best ways we can serve Members is by securing a
sustainable future for our children. Leading the way by reducing
our own carbon footprint is a priority. During 2011/12 we made
an even greater effort, reducing electricity consumption alone
by 18% through switching off, turning down and using less.
We also continued using alternatives fuels in our fleet.
The NRMA is progressing well against If you would like to make similar savings,
our vision of a low carbon future by 2020. see our Green Your Ride infographic at
We have already reduced our electricity http://www.mynrma.com.au/motoring/
and fuel use carbon emissions by 12% car-care/green-your-ride.htm. You can also
since last year. This builds on the savings find NRMA President Wendy Machin’s smart
we have made since we started measuring driving tips on the NRMA Facebook page,
our carbon footprint in 2006. motoring blog and website.
Our commitment to using alternative We introduced a new fleet policy this
fuels and using less fuel has helped us year that reflects our position on road
save 30% of NRMA’s Roadside Assistance safety, alternative fuels and reducing
fleet emissions since we started switching oil dependence and will guide how we
to LPG six years ago. As a motoring-based purchase and manage our vehicles into
organisation, there are some emissions we the future. We also built environmental
cannot avoid, so we are now buying carbon performance into our new Health, Safety
offsets for our NRMA-owned Roadside and Environment Standards; we want every
Assistance and for Thrifty corporate vehicle manager, staff member and contractor
fuel usage. across the NRMA Group of businesses to
support our expectations and goals.
This has helped us to reduce our overall
carbon footprint by 35% since our baseline
of 2009/2010. We are progressively moving
towards carbon neutrality in 2020.
NRMA Corporate Responsibility Review 2011/2012 7
Continued to help
motorists to power into
an electric vehicle future
By investing in infrastructure that supports alternative
transport, the NRMA is helping to reduce both greenhouse
gas emission and Australia’s dependence on imported fuels.
This year we opened free public charging stations for electric
vehicles in Sydney and Canberra, the first in a network that
will help this emerging market to flourish.
2011/12 was the year when we the hit the We furthered that passion by partnering
road, the phones and the internet hard, with the 48 EcoFilm Challenge, asking
spreading the word about alternative fuels, budding filmmakers both young and
sustainable transport and using less oil. old to produce a short film in 48 hours
about their vision of an oil-scarce future.
The NRMA Electric Vehicle Roadshow
The competition attracted 500 filmmakers
showcased Australia’s vehicle future
vying for the prize of $5,000 and a Cannes
by letting people around regional NSW
film festival screening.
experience a range of hybrid and electric
vehicles. The roadshow made a special Securing a sustainable transport future
appearance at the 2011 Youth Eco Summit for all Australians was a major thrust for
in Western Sydney, where it attracted our advocacy efforts too. We called on the
the attention of 2,500 students from Government to take stronger action on
80 schools who took part in person or by mandatory fuel consumption and vehicle
online webcasting. Getting the sustainable pollutant emission standards; to invest in
transport message across to young people alternative fuels and technologies; and to
like those at the summit is at the heart of improve public transport.
our passion for environmental education.
NRMA Corporate Responsibility Review 2011/2012 8
The many faces of great service
The NRMA President, Wendy Machin with our As well as funding for a vehicle to transport The NRMA Mobile Member Centre staff worked
electric NRMA Roadside Assistance vehicle PLUGIT leukaemia patients and their families to medical 24/7 to support the SES with flood relief activities
at the Youth Eco Summit, where we highlighted oil appointments in comfort and safety, we provide in the Southern NSW town of Hay.
dependence and the future of transport. volunteer drivers.
Photo courtesy of UNICEF
For two months, the NRMA Electric Vehicle Roadshow Our staff are fundraising for teacher training and The NRMA provides financial support to the
provided people in regional NSW with a great student supplies as part of a UNICEF program to Volunteer Rescue Association, whose squads spend
opportunity to test drive the cars of the future and build classrooms in 11 of Africa’s poorest countries. over 6,000 hours a year rescuing car crash victims
learn about alternative fuels. on NSW’s regional highways.
NRMA Corporate Responsibility Review 2011/2012 9
Our staff supported the RSPCA Living Ruff campaign, Our 26th NRMA Motorfest event on Australia Day Our NRMA Holiday Parks won four medals for
which provides emergency boarding for pets when 2012 attracted motoring enthusiasts from all over environmental excellence in the Caravan &
their owners lose their homes to fire, flood, illness Australia with its 1,000 vintage and classic vehicles Camping Industry Association of NSW (CCIA)
or financial crisis. and multiple displays in Sydney's CBD. Gumnut Awards Program.
With one of Australia’s largest concentrations of Our 2011 NRMA Helping People Award winners demonstrated that Australia’s six million volunteers cover the
electric vehicles, Canberra was the natural choice for spectrum of ages, locations and causes.
the NRMA’s first free public electric vehicle station.
NRMA Corporate Responsibility Review 2011/2012 10Prepared our leaders to
support and motivate our
staff in changing times
Delivering unbeatable, Member-focused service across all
our businesses is vital for the NRMA’s future, so service was a
major focus for our leadership development programs this year.
From our chief executive to frontline managers, more than
200 leaders learned about everything from managing change
and supporting innovation to improving their coaching and
leadership skills.
Our staff are the face of great service for staff and external experts, the new standards
our Members and customers, so the NRMA’s set out the smart, safe and sustainable work
future growth depends on attracting, practices we must meet, all of the time.
developing and retaining the right people.
As a responsible employer, we want to
During 2011/12, our main focus areas were:
play an important part in our people’s
developing great leaders; creating a safe
mental, physical and nutritional health.
workplace for everyone; and staff wellbeing.
We also know that to attract and keep great
As well as improving our managers’ general staff, you must offer a great place to work.
management skills, we gave them the Our staff Wellbeing program is going from
tools to improve their teams’ service focus strength to strength. From yoga classes to
and to lead their people through upcoming nutrition education for Patrols, the program
technological, cultural and workplace is helping NRMA staff to keep fit and healthy.
changes. We also launched a program
We also believe that flexible work patterns
to identify and develop people with the
should not be an impediment to career
qualities to lead tomorrow’s NRMA.
progression and offer a range flexible work
One of the NRMA’s top five business priorities options for our staff. We are proud to say
is workplace safety. This year we developed that women hold 42% of the most senior
new Health, Safety and Environment (HSE) roles at NRMA.
Standards and are progressively introducing
them. Developed in consultation with our
NRMA Corporate Responsibility Review 2011/2012 11Attracted 12% more online
voters to Australia’s largest
non-government election
The role of the nine NRMA Directors is to represent the
Members and to promote and protect the interests of the group
with honesty and integrity. So when we held the 2011 NRMA
Board elections, we wanted as many Members as possible to
participate. By providing 24/7 online voting access and making
changes to the mailout of documents, we made it easier to vote
and significantly saved in printing, paper and distribution costs.
Good governance means ensuring every As well as encouraging online voting,
aspect of the NRMA is managed with we made printed AGM proxies by request-
the highest levels of accountability, only when our AGM has resolutions on
transparency and trust. During 2011/12 which to vote. This not only saved paper,
we introduced a number of measures printing and distribution costs, it made the
to support this goal, including a major process faster.
overhaul of the Board election and
Another major governance focus this year
Annual General Meeting (AGM) processes.
was supplier relationships. As a large buyer
A campaign focused on digital as well as of goods and services, the NRMA is able to
traditional media persuaded more of our influence how organisations do business
eligible voting Members to vote online with us. We are ensuring our corporate
for AGM resolutions and their choice responsibility guidelines are included in
of their regional Director. We reduced all our tender documents to ensure good
the considerable cost of both events by environmental practices and are requesting
streamlining the distribution of AGM proof of suppliers’ good governance and
and election materials. community involvement. We are also
training our purchasing staff to raise their
awareness of what the NRMA expects from
suppliers in these areas.
NRMA Corporate Responsibility Review 2011/2012 12Provided such great service
that 80% of Members rated us
as 9 or 10 out of 10
The NRMA is known for delivering legendary roadside service.
We invest considerable resources in training to ensure staff
across the NRMA Group understand what legendary service
looks like and how they can apply it every time they interact
with one of our Members. To monitor our progress, we regularly
ask Members to rate their experience. We’re delighted that
80% of Members surveyed rated their roadside experience
with us with a 9 or 10 out of 10 – our definition of legendary.
During 2011/12 we continued to act on We were thrilled to be recognised in the
our commitment to deliver unbeatable 2012 Australian Business Awards for Service
service to our Members and customers. Excellence. NRMA Motoring and Services
Our service standards, which we developed won this award for the fourth year in a row
in conjunction with NRMA Members and and NRMA MotorServe won for the first
staff in 2011, are the foundation for our time. We view our recognition in these
comprehensive Member Experience prestigious awards as confirmation that
customer service training program. we’re on the right track.
Since the launch of the Member We also have invested in a new customer
Experience training program in 2011, feedback database system. Collecting,
we have trained more than 750 staff in analysing and reporting on what our Members
various businesses across the NRMA Group. are telling us about their experience with
The program is designed to ensure our the NRMA helps us to identify issues and
Members receive a consistent legendary resolve them. For example, we have reduced
service experience every time they come customer waiting times with an overflow
into contact with an NRMA staff member. system for our call centres and made our
All the business areas that have been automated call management systems easier
through the program are now meeting or to use. These are just two of the many improve-
exceeding their Member Experience targets. ments we’ve made as a result of Members
taking the time to give us their feedback.
NRMA Corporate Responsibility Review 2011/2012 13The many faces of great service
Digital communications and online voting and As part of our popular Wellbeing program, our staff With manual handling being a key cause of
proxy options helped us to significantly reduce are getting fit and re-energised through running, workplace injuries, we are improving our Patrols’
our costs for the 2011 NRMA Board Election and walking (pictured above), stretching and a host of van lighting, reducing tool weights and training
Annual General Meeting. other organised activities. them in safe working practices.
Our NRMA Member Experience staff development Our MotorServe staff enjoyed Wellbeing BBQs NRMA Travel worked on a series of successful best
program used tools such as the three Cs Member focussed on raising awareness on the importance practice initiatives to ensure staff deliver a consis-
Experience model (Communicative, Caring and of healthy eating and exercises that can help tently high level of service to our Members and
Competence) for our frontline teams. prevent injury and keep people well. exceeded their 2011 Member Experience targets.
NRMA Corporate Responsibility Review 2011/2012 14Some of our frontline leaders celebrate graduating Our innovative Groupwide employee magazine
from the NRMA Growth Academy. won a Gold Quill Order of Merit from the
2011 International Association of Business
Communications.
Vehicle safety touches every aspect of our business, The NRMA Member Experience Program received Leaders from across the NRMA Group are being put
from our Patrol fleet through to our NRMA Safer a ‘Highly Commended Award’ for ‘Organisational to the test in the new iLead program to help rapidly
Driving School cars. At Thrifty, staff carry out a Learning Effectiveness’ at the Australian Institute develop change leaders to support the Group in
safety check on every vehicle before rental. of Training and Development National Awards. implementing key strategic initiatives.
NRMA Corporate Responsibility Review 2011/2012 15Won our third Australian
Business Award for Innovation
thanks to another year of
industry-leading projects
To secure a long term future for NRMA Members, we must keep
developing new products, services and ways of doing things.
Our unique industry contribution was recognised in the 2012
Australian Business Awards, which highlighted several of the
innovative programs that are making a difference to how we
serve Members, customers, motorists and the wider community.
Following our extensive work last year To keep ideas like this coming, and to help
on the direction the NRMA must take to us be even more efficient and responsive,
remain relevant to Members, we have we laid the groundwork this year for new
made innovation a priority. New training computer systems that are more flexible and
programs, systems and strategies are functional. This major investment includes
helping us to examine everything we new finance and Membership systems
do with fresh eyes. and an integration platform for sharing
information between our businesses.
The projects that helped us to win the 2012
Australian Business Award for Innovation We also used technological innovation
illustrate how this approach is impacting to improve Member services. We developed
every area of our organisation. They were: Mobile Data Terminals to help Patrols be
the ACT electric vehicle charging station; more efficient; became the first Australian
our online survey for the Seeing Red on Roads motoring organisation to launch a
campaign; two pilots based on emerging magazine for the iPad; and upgraded
vehicle technologies and communicating Thrifty’s reservation system to reduce
with older Members; the NRMA Collaborate booking times. We also expanded our
workshop series for our charity partners; digital communications to make it easier
and our staff Wellbeing program. for Members to interact with us.
NRMA Corporate Responsibility Review 2011/2012 16Leveraged Member-power
to ensure camera fine revenue
is spent on road safety
Providing a voice for NRMA’s 2.4 million Members is a high
profile aspect of our commitment to service. After debating
a 13,500-signature NRMA Member petition in Parliament,
the NSW Government announced it would direct all revenue
collected by speed and red light cameras back into road safety
measures such as fixing roads, driver education and more
highway police patrols.
Our track record of successful Member Our second report also delivered results,
campaigns has made the NRMA one of with the NSW Government announcing a
Australia’s largest, most effective and most further 1,200 parking spaces at nine major
respected advocacy organisations. This year train stations across Sydney.
our persistent lobbying resulted in some
Following other NRMA campaigns, the
considerable victories for common sense,
NSW Government identified and switched
transparency and fairness.
off 38 speed cameras that served little road
Last year, the NRMA’s inaugural Seeing Red safety benefit; introduced larger, more
on Roads campaign resulted in a significant visible speed camera signs across NSW;
injection funding by both the State and and simplified speed zones on several
Federal Governments. This year more than major roads.
15,500 people took part in our Red Flag
We also asked Members to help us
survey, up 50 per cent on last year. Motorists
reduce road rage incidents with our
again voted the Pacific Highway the worst
Courtesy Driving campaign. Motorists
road in NSW and ACT.
provided courtesy messages that we
In 2012 we released an updated version broadcast on public electronic message
of our successful 2008 Park and Ride boards, and the NRMA distributed a free
report, which was the catalyst for a major driving etiquette guide.
expansion of railway commuter facilities.
NRMA Corporate Responsibility Review 2011/2012 17Helped keep communities safer
through road safety education
programs for young and old
Every year, the NRMA’s motoring education team gets the road
safety message across to people of all ages on a large scale, and
this year was no exception. We helped teachers increase their
students’ knowledge of road safety; kick started 54 new grass
roots road safety initiatives; and distributed thousands of free
educational resources to teachers, students and parents.
During 2011/12, we continued to run our Club’s U Turn the Wheel program for novice
well-established road safety programs. drivers. We sponsored the RYDA high school
Throughout the year, the NRMA made it road safety program, the RRISK risk-taking
easier for preschools and schools to teach education program on NSW North Coast
road safety by providing free educational and the Tamworth Young Driver Expo.
resources; since August 2010, we have We also educated traffic offenders on the
distributed 300,000 NRMA activity booklets importance of car safety and maintenance.
and student workbooks. We distributed
At the other end of the age spectrum,
a further 40,000 brochures this year
we held eight ageing forums to discuss
through Kidsafe (Child Accident Prevention
transport and mobility issues for older
Foundation of Australia) and supported
Australians. We continued our popular
NSW Police Legacy’s Child Safety Handbook.
group talks promoting the safety of older
We targeted bike safety with a fun in-school drivers, elderly pedestrians, mobility scooter
poster competition then continued this drivers and volunteer drivers.
message over the summer holidays with a
We encouraged community road safety
community colouring competition and our
education initiatives by awarding NRMA
Helmet Artwork Design Challenge. Delivered
Safer Driving School Road Safety Grants
in partnership with Bicycle NSW, the
totalling $100,000 to 54 new road safety
Challenge attracted more than 8,300 entries.
programs. Child road safety remained a
We completely revamped our Motorvate focus, with 80% of programs supporting
education program for high school students school and youth projects.
and kept up our participation in the Rotary
NRMA Corporate Responsibility Review 2011/2012 18The many faces of great service
To encourage more people to vote in Australia’s Over 10,000 Members downloaded their free Thanks to our 2008 and 2012 Park and Ride reports,
biggest road survey, our Seeing Red on Roads Open Road iPad app when it was launched the NSW Government has provided 4,200 additional
campaign went digital with interactive maps and in May 2012, taking one of Australia’s oldest railway parking spots at 39 railway stations.
apps for smart phones and tablets. magazines into the digital age.
We equipped NRMA Patrols with portable Mobile The Deaf Society created a series of safe driving Concerned about the transport and mobility needs
Data Terminals so they could do on the spot videos in Auslan (Australian Sign Language) to help of an ageing population, the NRMA held eight
searches for technical advice, vehicle locations the deaf and hard of hearing increase their safety on forums around NSW to discuss options and hear
and Member information. the road as part of NRMA's Road Safety Grant. people’s concerns.
NRMA Corporate Responsibility Review 2011/2012 19NORMAN AND NORMA are NRMA’s Road Safety
Roadbots, providing fun and educational road
safety tips and activities.
CONGRATULATIONS
to the winners of our 2011 Bike
Safety Colouring-in Competition
Emily, Age 8
Dav
D d Age 6
aviiid,
Holly, Age 111
To help reduce road rage incidents, the NRMA NRMA ran two competitions on bike safety for Australians spend more time than any other nation
invited drivers to upload messages at nine locations schools, parents and the community to be actively
Georgia,
i A Age
ge 9 on social media networks and blogs, so we went
Top Helmet Tips
to thank courteous drivers and remind motorists to involved in communicating
• Place your helmet thespace
on your head leaving a two finger importance of bike
above your eyebrows. online with Facebook, Twitter, YouTube, Google+,
keep calm. safety
• Only twoover the fit
fingers should summer holidays.
between the strap and your chin. Flickr, Pinterest and blogs.
• If your helmet is dropped on hard ground or you have a crash, replace it, even if it doesn’t
look broken. The foam on the inside will have fine cracks so it’s no longer safe.
• Only use helmets that have an Australian Standards sticker. Find this sticker on the inside of
the helmet.
For more from Norman and Norma
visit mynrma.com.au/roadbots
Thrifty is introducing new customer service The NRMA-supported ANCAP crash test program The NRMA TechnoPush Challenge makes it
innovations including electronic receipts and has tested over 400 vehicles since 1993. ANCAP possible for students to learn about safe vehicles
‘Arrive & Drive’ enabling customers to get on their recommends consumers only buy 5 star safety by building a push cart and testing it at Eastern
way by going straight to their car. rated vehicles. Creek Raceway in Sydney.
NRMA Corporate Responsibility Review 2011/2012 20Community:
Helping Hands and Community Partnerships
What do we want to achieve?
F urther extend staff volunteering and charity support
across the NRMA Group of businesses.
se the NRMA’s core business to offer our charity partners
U
professional development and support opportunities.
enchmark our charity partner and fundraising activities
B
across the NRMA Group of businesses.
upport community partners in extending their positive
S
impact across NSW and ACT.
How did we do?
Helping Hands Community Partnerships
e reached the 2011/12 target for our Helping
W e launched a new sponsorship, Flix in the Stix,
W
Hands staff volunteering program of 350 days to bring music and movies to regional communities.
volunteered across the NRMA Group of businesses.
s well as regular funding for the Volunteer
A
The Helping Hands has grown year on year
Rescue Association, we jointly released the Cost of
since 2006.
Crashes report to highlight the cost of crashes and
o offer staff more diverse volunteering experiences,
T recommend actions.
we expanded our family of five corporate charity
e held our 26th NRMA Motorfest event on
W
partners to seven by adding RSCPCA NSW, the
Australia Day.
Leukaemia Foundation and UNICEF.
e continued supporting at risk youth with the
W
e commenced our skills-sharing NRMA Collaborate
W
Hand Brake Turn program, including work experience
workshop program with the NRMA Head of Media
placements at NRMA MotorServe car servicing centres.
and are planning more workshops in 2012/13; we
trained two RSPCA drivers at the NRMA Safer Driving RMA Holiday Parks provided 100 family holidays
N
School; and we began providing the Leukaemia for sick children from Sydney’s Starlight hospital.
Foundation with regular volunteer drivers from our
e continued our partnerships with community-
W
Patrol teams.
focused causes: the nocturnal animal driver education
ur people participated in and supported major
O program with the Taronga Conservation Society; Youth
fundraisers including the RSPCA Million Paws Walk, Off the Streets Scholarships; TechnoPush; and the
World’s Greatest Shave, Movember, Pink Ribbon Day, Australian Motorlife Museum.
MS Sydney to the Gong Ride and Starlight Day.
he NRMA Mobile Member Centre toured
T
regional NSW to raise awareness of road safety
and sustainable transport options and supported
emergency crews when floods affected Hay.
What’s next?
e will continue to track the NRMA Group of
W e will expand the professional support aspect of
W
businesses’ activities and to explore external giving by sharing more skills with our charity partners.
benchmarking systems until we find one that
e will continue to engage with at risk youth
W
is suitable for our business.
through continuing to provide work experience
e will make it easier for everyone to participate
W placements and bringing them innovative theatre
in our Helping Hands program by supporting that tackles the issue of risky driving.
those who find it difficult, e.g. night shift staff.
Corporate Responsibility Review 2011/2012 21Help: Environment and Sustainable Transport
What do we want to achieve?
elp contribute to a greener community by strengthening
H
the NRMA’s environmental performance through
reducing the NRMA Group of businesses’ carbon footprint
and helping Members to reduce theirs.
I dentify sustainable transport solutions and help Members
move toward a greener, less volatile transport future.
How did we do?
Environment Sustainable transport
e made great progress with reducing electricity
W e advocated for government action to reduce
W
and fuel use across the NRMA Group of businesses oil dependence and called for greater action on
on our journey towards a low carbon NRMA by alternative fuels.
2020, reducing our carbon emissions by 12%
e raised our concerns about fuel security as it
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since FY11.
relates to government policy activities e.g. the
e continued offsetting for NRMA-owned
W Federal Government Energy White Paper.
Roadside Assistance fleet fuel use and began
e installed an electric vehicle charging station at
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applying it to Thrifty corporate fuel use. These
NRMA MotorServe Tuggeranong and installed a fast
measures achieved a 35% saving on our carbon
charging station in North Strathfield in October 2012.
footprint against the FY10 baseline for the
NRMA Group of businesses. e took electric vehicles, hybrids and electric bikes to
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Members with the NRMA Electric Vehicle Roadshows.
e included environmental performance
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requirements and metrics in the NRMA Group e provided Members with advice on smarter,
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Health, Safety and Environment Standards, greener driving in Open Road, mynrma.com.au and
which we are rolling out to all our businesses social media channels.
and contractors.
e produced a fuel savings infographic to help
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Members save money and fuel while reducing their
carbon footprint.
e developed a new policy to ensure the NRMA’s fleet
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vehicles are managed in line with our alternative fuel,
safety and reducing oil dependence advocacy positions
and that we take a whole-of-lifecycle approach.
What’s next?
e will continue to focus on emission reduction
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opportunities while exploring renewable and alternative
fuel options across the NRMA Group of businesses.
e will expand our understanding of ‘Scope 3’ carbon
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emissions (e.g. supply chain purchases, transporting
products, air travel and staff commuting) resulting
from activities such as producing Open Road.
e will engage Members on key sustainable
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transport opportunities.
e will integrate greener driving training with low-risk
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driver training for our corporate clients and NRMA Patrols.
Corporate Responsibility Review 2011/2012 22Integrity: People
What do we want to achieve?
uild a high performing culture that delivers
B
business results and Member value.
Strengthen our position as an employer of choice.
chieve best practice standards in safety
A
management by continuing to foster a safety
culture across the NRMA Group of businesses.
nsure the wellbeing of our employees and
E
enhance their work/life balance.
How did we do?
Safety People Wellbeing
e developed new Group
W e provided training programs to ensure leaders
W Our staff Wellbeing
Health, Safety and across the NRMA Group of businesses continue program was expanded
Environment procedures to have the skills to drive, manage and lead in across the NRMA Group of
(HSE Standards) which outline an effective and supportive way as they manage businesses, with a focus
what we need to do; the considerable change. on engaging NRMA Patrol
procedures were developed and NRMA MotorServe
e trained over 200 leaders to increase their
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by a committee across the staff with manual
core managerial skills of coaching and leading
organisation supported by handling and healthy
teams, with an emphasis on ensuring a
external specialists. eating programs.
consistent Member experience across the
e are investing in new safety
W NRMA Group of businesses.
equipment aimed at preventing
e continued our transition to retirement and
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injury and had a significant
work/life balance programs.
decrease in the number and
severity of injuries. O
ur focus on people programs helped us
increase our employee engagement score by
e are designing out HSE risks
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3% over the 12 months (to a favourable 72%),
at our new MotorServe sites.
demonstrating that our investment in
supporting staff empowerment and providing
leadership is paying off.
What’s next?
ext year we will identify the
N e will focus on improving our diversity
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organisational capability required to capability in FY13-14.
support a sustainable NRMA for the future.
e are committed to running another
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e will continue to build a strong change
W Your Voice staff engagement and culture
capability in all our employees and to survey in FY13-14 to stay connected with
embed the way we manage change by our staff during times of change and to
making it a focus of our training programs ensure we realise the benefits of growing
and strategies. great leaders and creating a great place
to work. Each area of the business has a
e will create a new role to focus on
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target for improvement.
attracting and retaining great people.
e will ensure all staff are responsible for
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e will do more to support new staff,
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protecting themselves, their colleagues,
including our Onboarding Buddy Program
Members and the environment.
for Patrols.
Corporate Responsibility Review 2011/2012 23Integrity: Governance
What do we want to achieve?
ave corporate governance practices that
H
are best practice, effective and reflect our
core values.
I nstil a risk management culture
throughout the NRMA Group of businesses.
I mplement a Group Procurement Policy
that is integrated across our businesses.
How did we do?
Governance Risk Supply chain
e made it easier and more
W We enhanced our business e focused on increasing staff
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engaging for Members to get continuity planning processes awareness and training for our
involved in our governance with staff training and Supplier Engagement Principles
processes. For example, we scenario testing activities (SEP), which set minimum
promoted digital communications to ensure our business governance, risk, social and
for the 2011 NRMA Board Election systems are robust across the environmental requirements for
and Annual General Meeting. NRMA Group of businesses. our key suppliers.
We rolled out new risk
e increased the percentage of
W e completed SEP training for key
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and internal audit data
online voters in the NRMA Board Motoring Assistance stakeholders.
management systems and
Election by 11.6%.
developed audit follow up e made progress with
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y increasing the participation of
B processes to control self stream-lining procurement
Members online and introducing assessment in the NRMA processes across the NRMA Group
other efficiencies (e.g online Group of businesses. of businesses.
proxies) we significantly saved in
paper, printing and postage costs.
What’s next?
o ensure Members have a secure, cost effective
T
and fast governance experience, we are reducing
the number of documents we send out and
are encouraging more participation online.
For example, future AGMs with no business to
vote on will offer printed proxies by request only.
e will roll out the Group Procurement policy
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to staff in Thrifty and NRMA Travel businesses.
e will use the NRMA’s procurement processes
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to support indigenous suppliers though the
Australian Indigenous Minority Suppliers Council
by giving these suppliers an opportunity to bid
for the relevant business.
Corporate Responsibility Review 2011/2012 24Quality: Membership
What do we want to achieve?
ontinue to enhance our Member experience and
C
lift levels of satisfaction.
ontinuously improve our products and levels of
C
service by listening to what our Members tell us
through feedback and surveys.
ontinue to develop strong working relationships
C
with key stakeholders and suppliers.
ontinue to foster a culture of innovation that
C
delivers Member value and business results.
How did we do?
Member experience Member and Innovation
stakeholder relations
e’ve trained over 750 staff
W e won the Australian Business
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to ensure they understand e’ve continued to centralise
W Award for Innovation for the third
what legendary service looks all feedback through our expert year running.
like. Business areas that have Member Relations team to ensure
e began to roll out a range of
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completed the training are timely responses to our Members.
new tools and training programs.
meeting or exceeding their
e’ve focused on team
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Member Experience targets. ey projects that will help to
K
development to further improve
provide a new direction for the
0% of NRMA Members surveyed
8 performance and ensure
NRMA were approved including
rated their NRMA roadside experi- consistent service across
a portal for older Australians.
ence with a 9 or 10 out of 10. the Group.
e engaged more Members
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RMA Motoring & Services was
N Our stakeholder relationships
through our social media
recognised in the Australian are important to us and we are
platform and launched an iPad
Business Awards for Service continuously improving the ways
version of Open Road.
Excellence for the fourth year we engage across the NRMA
in a row and NRMA MotorServe Group of businesses.
achieved this award for the
first time.
What’s next?
e’re developing a state-of-the-art Member Relationship
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database so we can be even more Member focused.
e will continue to influence positive Member
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Experience improvements at key touch points across
the NRMA Group and to stretch business units’
customer satisfaction targets.
e’ll consistently achieve a service level of 80% of
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feedback resolved within five working days.
e will continue to offer assistance to areas of
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the business that are important for stakeholder
management, continuing to focus on accountability
and visibility in their external relationships.
Corporate Responsibility Review 2011/2012 25Speaking out: Advocacy and Motoring Education
What do we want to achieve?
Advocate on behalf of Members to achieve
fairness, transparency and policy reform
under the broad themes of safer roads, safer
drivers, safer vehicles, transport economics
and sustainable transport.
How did we do?
Advocacy Motoring education
e engaged all levels of government to act
W e made it easier for schools to teach road safety by
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on the concerns of NRMA Members, including providing free educational resources for preschools
better planning and delivery of road and public and schools.
transport projects.
e ran two bike safety competitions to increase
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e had some important wins including: highlighting
W awareness for children.
the need for more commuter parking across Sydney
e awarded $100,000 in grants to 54 new road safety
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and regional areas; ensuring speed cameras are in
programs as part of NRMA Safer Driving School Road
effective locations and that their revenue is put back
Safety Grants, with 80% of programs supporting
into road safety measures; reducing the number of
school and youth projects.
confusing speed limit changes; and funding for more
flashing lights around schools. e continued to focus on transport and mobility
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issues for older Australians, with nearly 800 Members
e conducted our annual Member survey to
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attending a series of eight ageing forums across NSW
ensure our advocacy activities continue to focus
and ACT.
on their concerns.
e created the Car Fit video to show mature drivers
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e continued to engage Members directly in
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how to make simple adjustments to their car to
advocacy campaigns such as Seeing Red on Roads
increase their safety and comfort.
and Courtesy Driving.
e educated young people about oil dependence and
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sustainable transport at the Youth Eco Summit.
e partnered with the 48hr Eco Film competition
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which inspired film makers to envisage a future
“with less oil” and what changes each of us can
make to decrease our fuel consumption.
What’s next?
e will decide our advocacy priorities based on
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Member feedback and design programs focused on
key issues such as the ageing population.
e will explore new ways to engage Members in our
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advocacy campaigns across channels that suit different
Members e.g. social media, online, phones, forums etc.
e will incorporate sustainable transport into our
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Motoring Education programs.
o foster safe and sustainable outcomes for all road
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users, we will continue with proven strategies such as
NRMA Safer Driving School Road Safety Grants; assisting
primary and high schools to create digital road safety
resources; and utilising school digital learning tools.
Corporate Responsibility Review 2011/2012 26You can also read
