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Journeys : Oct Nov 2012
RACT Annual Report 2011/12 5 2011/12 Introduced during the year in review, RACT Health Insurance gives Tasmanians more competition and more choice and expands the range of services provided by the club. The Tasmanian community has responded well to the variety of product offerings. Unusually for this insurance sector, there has been strong demand for RACT Health Insurance’s Gold and Platinum packages. AtRACTHealthInsurance, webelieveingivingyouaffordablecoveryoucanunderstand.Choose fromanyofourfourhospitaland four extras covers, ranging from basic for young singles to comprehensive for growing families. Talk toRACTHealth Insurance today aboutour special offer. It’s justwhatyou’dexpectfrom the RACT.Tojoin^ call 13 2722, visit ract.com.au/healthinsurance or dropintoyour local branch. canunderstand Choose fromanyofourfourhospitit laland ract.com.au/healthinsurance 13 27 22 ^AvailabletonewandexistingRACTmembersonly.RACTHealthInsuranceisbroughttoyoubyGMHBALimited. 6636_275x200_Heal th. pdf Page 1 6/ 07/ 11, 9:50 AM reflected a caution about discretionary spending by Tasmanians. However, earnings picked up in the second half of the year, and while it is too early to predict a recovery in travel patterns it is certainly a hopeful sign. During the year, the Collins Street office was transformed into a Cruise Travel Centre, specialising in what is now the fastest- growing segment of the travel market. Complementing this, RACT Travelworld conducted a Cruise Sale Day that attracted 1000 potential customers. River cruising in Europe and China remained popular, with Vietnam and Burma showing increases in sales. The collapse of Air Australia during the course of the year saw the RACT and RACT Travelworld cover the losses in full for members affected by the airline failure. RACT Travelworld was the only company in Tasmania to take this action. RACT Health Insurance performed to our budget expectations in its first full year of operation, and I’m pleased with the response in the community to this new service. The RACT Health Insurance product offerings appealed to a broad demographic, and unusually for the health insurance sector, there has been strong demand for our Gold and Platinum packages. The different businesses that make up the RACT Group achieved a surplus after tax of $6 million dollars. These funds will help buffer the RACT in continuing uncertain times, and will drive new services and products that are currently under consideration or active development. During the year a great deal of work was undertaken on RACT AutoServe, a new product due for launch in the new financial year. This new service will provide high-quality vehicle servicing and repairs. It will introduce more choice for consumers, backed by the trusted name of the RACT and its extensive network of Approved Repairers. In the year ahead, we anticipate other new services being introduced at the RACT, demonstrating the club’s commitment to returning its surpluses to members through innovative new services and products. There was significant investment in time and resources throughout the year on an upgraded website for the RACT. This included extensive research into what members wanted from their RACT website. The updated website will be launched in the new financial year, together with an updated intranet, while a Member Relationship Management (MRM) system is also being developed. The fast-moving world of communications means increasing numbers of people are trying to access the RACT website from tablets such as iPads and mobile phones. The club’s website was initially developed before these mobile applications achieved broad appeal and became widely used in the community, and is not optimally suitable for interfacing with the new technology. In future, the website will be much friendlier for mobile applications and will feature a simpler screen to navigate, and improved search capabilities. The acquisition of four new tow trucks and two new breakdown vans underscored the importance of our Roadside service in meeting the core needs of our members, while major capital expenditure went into works on our Glenorchy and Kingston branches. Kingston, in particular, involved a whole new office and fit-out. Our branch network is a key differentiator for the RACT. While some organisations have replaced branches with call centres and online facilities, the RACT sees our branches as fundamental to the way we connect with communities across Tasmania. During the year, the RACT developed a statement of the club’s values and vision for the years ahead. Summed up as The RACT Way, the values and vision of our club were achieved through the participation of all our staff. Workshops held at staff level heard stories of how staff had gone beyond expectations to assist members. Here are two examples of The RACT Way in action. • When Chilean ash clouds closed Tasmanian skies to airline schedules, a member travelling to the US turned to the RACT for help. A travel consultant managed to negotiate the last seat on the Spirit of Tasmania, and when the customer had no way of getting to Devonpor t to board the ferry, our consultant drove her to the ferry terminal in her own car after work. • A member parked at a public car park for an appointment at the Royal Hobart Hospital. It turned out that she had to be admitted immediately and staff at the hospital notified the RACT because of the member’s concern that her car may spend days in the car park. An RACT staff member and patrol visited the hospital, took her car keys, and drove the car home for her. Complementing The RACT Way, the RACT developed a new five-year strategic plan to provide a roadmap for the development of services through until 2017. This was a major planning exercise with four main themes: • Enhancing member experience • Building organisational capability • Ensuring organisational sustainability • Actively engaging with the Tasmanian community. October / November 2012 81
Aug Sep 2012
Dec 2012 Jan 2013