operations report winter 2018 - revolutionisesport · one camp, the cross-country camp, was...

Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au

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Operations Report Winter 2018


1

Contents Membership ............................................................................................................................................ 2

Overall Membership ........................................................................................................................... 2

Disability Types ................................................................................................................................... 3

Gender ................................................................................................................................................ 4

Geographic Distribution ...................................................................................................................... 5

Managed Camps Program ....................................................................................................................... 6

Program categories ......................................................................................................................... 6

2018 Managed Camps Schedule ......................................................................................................... 7

Managed Camps Participation ............................................................................................................ 9

Summary ......................................................................................................................................... 9

Resort Services Program ....................................................................................................................... 10

Statistical Summary .......................................................................................................................... 10

Individual Alpine Resort Summary .................................................................................................... 11

Falls Creek ..................................................................................................................................... 11

Mt Buller ....................................................................................................................................... 11

Mt Hotham .................................................................................................................................... 11

Perisher ......................................................................................................................................... 12

Thredbo ......................................................................................................................................... 12

Resort Services Program Summary ............................................................................................... 13

Guide Requests ................................................................................................................................. 14

Equipment Requests ......................................................................................................................... 15

Surveys .................................................................................................................................................. 16

Guide Feedback................................................................................................................................. 16

Engagement with DWA ................................................................................................................. 16

Performance of DWA ........................................................................................................................ 17

Resort Services Program ................................................................................................................... 18

Managed Camps Program ............................................................................................................. 19

Member Feedback ............................................................................................................................ 22

Engagement with DWA ................................................................................................................. 22

Performance of DWA .................................................................................................................... 23

Resort Services Program ............................................................................................................... 24

Managed Camps Program ............................................................................................................. 26


2

Membership

The 2018 season saw membership grow to 1,164 members, as recorded 12th October 2018. This

growth helped drive a successful season which saw record numbers of members on snow, which will

be outlined in the Managed Camps Program and Resort Services Program sections. The below

information will illustrate changes in membership patterns and provide a temporal understanding of

how changes have occurred in this growth.

Overall Membership

Year Membership Percentage of

previous season

2011 704 *

2012 742 105%

2013 762 103%

2014 912 120%

2015 957 105%

2016 939 98%

2017 1098 117%

2018 1164 106%

Total Life

member

Life Member

Associate

Honourary APSI

Associate member

Individual

member

Associate

member

% of total

membership

Age

0 - 9 114 0 0 0 109 2 9.9%

10 – 19 315 0 0 0 305 12 27.4%

20 – 29 193 0 0 3 145 48 16.8%

30 – 39 155 0 0 3 93 61 13.5%

40 – 49 149 0 1 1 79 68 12.9%

50 – 59 134 0 2 0 71 63 11.6%

60+ 75 2 11 2 29 43 6.5%

Gender Male 738 2 12 6 545 169 63.4%

Female 426 0 2 3 285 128 36.6%

State

ACT 46 0 1 1 28 16 4.0%

NSW 535 1 8 5 415 106 46.5%

NT 0 0 0 0 0 0 0.0%

QLD 62 0 0 0 50 12 5.4%

SA 24 0 1 1 17 5 2.1%

TAS 8 0 0 0 6 2 0.7%

VIC 458 1 4 2 296 155 39.8%

WA 17 0 0 0 17 0 1.5%

Other 1 0 0 0 1 0 0.1%

Total 1164 2 14 9 830 308 % of total

membership 0.2% 1.2% 0.8% 72.1% 25.7%


3

Overall growth has been promising with movement towards more even geographic and gender

distribution becoming evident within the overall population. However, the DWA board should

consider the gender representation for recognised Life Members, relative to our overall membership

ratio.

Disability Types When individual members apply for membership they must provide details of the disabilities they

have. These disabilities have been broken down into five broad categories: physical, intellectual,

developmental, sensory, and diseases and disorders. Many members have multiple disabilities so are

included in multiple categories.

Disability types 2015 2016 2017 2018

Physical disability 295 265 311 312

Intellectual disability 158 148 151 142

Developmental disability 239 222 346 375

Sensory disability 117 132 141 163

Diseases and disorders 88 82 102 111

Other 341

600

700

800

900

1000

1100

1200

2011 2012 2013 2014 2015 2016 2017 2018

Membership

Membership category 2011 2012 2013 2014 2015 2016 2017 2018

Individual Member 561 579 572 650 684 703 818 830

Associate Member 143 163 190 227 238 203 263 308

Life Member NA NA NA 21 21 21 15 16

APSI Honourary Associate Member NA NA NA 14 14 10 2 9


4

The 2018 season continues to show that the emerging market for DWA is individuals with

developmental disabilities. As this area grows, DWA and its stakeholders will have to ensure that

appropriate empathy training becomes a significant portion of the associated training for guides and

both internal and external staff.

Gender The 2018 season has shown a return to the trend of having a more even distribution of female and

male members within DWA. The gender distribution is now 36.6% female, the second highest ratio

after 2016, which is still shy 7% of the industry average.

To continue to promote women’s participation in DWA during the 2019 season, the Women’s Camp

will take one of the prime spots and will move from being 2 days to a 3-day camp. This will hopefully

improve overall participation and show DWA support for female athletes on snow.

Gender 2011 2012 2013 2014 2015 2016 2017 2018

Male 459 510 516 597 619 589 710 738

Female 245 232 246 315 338 350 388 426

0

50

100

150

200

250

300

350

400

Physical disability Intellectualdisability

Developmentaldisability

Sensory disability Diseases anddisorders

Other

Member Disability Identification

2015 2016 2017 2018

Male Female

2018 Gender Distribution


5

Geographic Distribution

The table below shows how membership distribution is changing annually within Australia. Most

states have grown by a small amount, with relative stagnation in some areas. However, NSW and VIC

have changed trends for the first time. NSW has seen a small drop in numbers, which will be shown

to contrast drastically with the behaviour at the NSW hills. However, VIC has continued to grow

substantially, with over 10% growth on 2017

State 2011 2012 2013 2014 2015 2016 2017 2018

ACT 0 0 25 29 31 39 40 46

NSW 321 340 353 408 438 433 546 535

NT 1 1 0 0 0 0 0 0

QLD 50 46 43 44 50 54 55 62

TAS 4 4 5 5 6 7 24 24

SA 12 17 11 16 12 15 8 8

VIC 258 291 297 376 386 366 405 458

WA 9 8 9 16 9 12 16 17

Other 49 36 19 18 25 11 4 1

VIC NSW ACT QLD SA TAS WA

2018 Member Geographic Distribution


6

Managed Camps Program The 2018 managed members and organisation camps program ran across four of the resorts within

which DWA operates, while all resorts engaged in the training and education program. The various

types of programs are outline below, all of which serve a separate purpose in furthering different

element of DWA’s goals.

One camp, the cross-country camp, was unfortunately cancelled during the 2018 season. This camp

will be reviewed for the 2019 season and we will look to target it at a specific group and make cross-

country skiing more readily available on a broader range of camps programs.

Program categories

Training and Education Program

A Training and Education Program provided to guides to improve assistance to members.

Organisation Program

A Managed Sport Program developed and organised for a specific stakeholder group, such as

disability organisations. Participants must also be members of DWA. DWA provides and organises

accommodation, lift passes, equipment, guides, program coordination and transport (Falls Creek

only).

Member Program

A Managed Sport Program open to individual members of DWA. Some programs target specific

demographics or disciplines, while others are open to all members. DWA provides and organises

accommodation, lift passes, equipment, guides, program coordination and transport (Falls Creek

only). DWA communicates directly with members about the program.

Competition (Pathway)

A Managed Sport Program that can form a pathway to participating in further competition

opportunities.

Competition (Social)

A Managed Sport Program for members to experience ski and snowboard race competitions and are

delivered with support from the Australian Defence Force.


7

2018 Managed Camps Schedule

Start Date Finish Date Category Program Name Location

23-Jun-18 24-Jun-18 Training and

Education Program New Guide Training Perisher

23-jun-18 24-Jun-18 Training and

Education Program Existing Guide Training Perisher

30-Jun-18 01-Jul-18 Training and

Education Program New Guide Training Falls Creek


Education Program Existing Guide Training Falls Creek


Education Program New Guide Training Thredbo


Education Program Existing Guide Training Thredbo

02-Jul-18 06-Jul-18 Member Program Members - Julia's

group Thredbo

06-Jul-18 08-Jul-18 Organisation

Program DSR Falls Creek


Program CPA Teen Thredbo

13-Jul-18 15-Jul-18 Training and

Education Program New Guide Training Mt Buller

13-Jul-18 15-Jul-18 Training and

Education Program Existing Guide Training Mt Buller


Program Leisure Balance Falls Creek


Program CPA Mentor Thredbo

20-Jul-18 22-Jul-18 Member Program Snowboard Falls Creek


Program SOA Perisher


Program Shelley Earl Consulting Falls Creek

30-Jul-18 03-Aug-18 Organisation


03-Aug-18 05-Aug-18 Organisation

Program SBFV Falls Creek

06-Aug-18 10-Aug-18 Member Program Members Thredbo


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Program Royal Talbot Falls Creek

13-Aug-18 17-Aug-18 Competition (Social) Race Week Perisher




Program CPA Sport Falls Creek

20-Aug-18 22-Aug-18 Competition

(Pathway) Vic Interschools Mt Buller


Program SOA Mt Buller


Program SOA Thredbo

23-Aug-18 25-Aug-18 Competition

(Pathway) NSW Interschools Thredbo

24-Aug-18 26-Aug-18 Member Program Sit-ski Falls Creek


Program The Disability Trust Perisher

CANCELLED CANCELLED Member Program XC Falls Creek

03-Sep-18 07-Sep-18 Member Program Members Thredbo

07-Sep-18 09-Sep-18 Member Program Women Falls Creek

10-Sep-18 14-Sep-18 Member Program Members Perisher

14-Sep-18 16-Sep-18 Member Program Members Falls Creek

No Fixed Dates Training and

Education Program New Guide Training Mt Hotham

No Fixed Dates Training and

Education Program Existing Guide Training Mt Hotham

Weekly – Thursday Afternoon

Training and Education Program

Refresher Guide Training

Mt Hotham


9

Managed Camps Participation

Summary

Participation

categories

Members Camps Organisation

Camps

Training and

Education Camps Total

Participants

Days

on

snow

Participants

Days

on

snow

Participants

Days

on

snow

Participants

Days

on

snow

Camp

Participants 45 113 163 453 - - 208 566

Carers 37 - 115 - - - 152 -

Guides 68 170 179 481 102 204 257 771

Total 150 283 457 934 102 204 609 1321

Although the managed camps program had a lower overall delivery of days on snow this year, this can be largely attributed to an overall lower number of days per program. After consulting with participant groups during the 2017 season, it was decided that reducing the days per program would deliver a safer and more enjoyable experience for both participants and guides. There was also an overall reduction in number of participants engaged. This can be accounted as a result of lower engagement in member camps which did not hit capacity in both NSW and VIC camps programs. To address this, camps should be more aggressively marketed towards members, especially when they are low on participants. The main issue however is evident in the lower ratio of guides to participants. This means that the overall engagement of guides for DWA camps has reduced and the work-load had to be distributed less evenly between those who did attend. The long-term effect of this will be reduced safety for participants and quality of program delivery. The reason for reduced volunteer guides can be seen as a result of the lowered engagement in training camps and a lack of recognition for service from guides. This issue can be addressed by improving access for volunteer guides – through cheaper access to camps, better transport availability, and delivery of more training camps and as such recruitment of more guides. The first step towards improving this has been achieved in Victoria, with the concept of regular weekly guide training at Mt Hotham, and a number of new trainers being accredited this season.


10

Resort Services Program The DWA resorts program aims to service the general membership population as they visit the snow.

By submitting a “Guide and Equipment Request”, members are able to access to the appropriate

equipment to accommodate their needs as well as any necessary guides to assist as needed.

The below statistical information will provide a summary of overall data per resort, as well as an

assessment of year-on-year growth trends. As such, it will allow an assessment of performance in the

most recent year before showing how these statistics reflect changes in membership engagement.

Statistical Summary

Falls

Creek

Mt

Buller

Mt

Hotham Perisher Thredbo Total

Guide

requests

Unique

requests 47 34 66 66 61 274

Days

requested 78 167 331 231 187 994

Days fulfilled 66 157 289 181 160 859

Equipment

requests

Unique

requests 28 14 31 61 33 118

Days

requested 69 26 153 172 113 524

Days fulfilled 68 26 153 171 113 522

Guide

participation

Unique

guides 6 27 43 35 32 140

Staff Member Guided Days 47 42 55 78 54 269

The above statistics show that there has been a significant growth in membership engagement with

the DWA Resort Services Program. Both guide and equipment requests are up as well as overall

number of unique guides engaging with DWA programs.

During the 2018 season, 87% of guide requests were fulfilled across the five resorts at which we run

this program – a 13% improvement on the previous year. Although more experienced and efficient,

the growth in guide days requested was only achieved because of RSP staff accounting for a significant

proportion of guided days.

Equipment requests were completed to nearly 100%, however there were a number of maintenance

issues, and in further seasons this could create issues if not properly addressed.


11

Individual Alpine Resort Summary

Falls Creek

Year

Guide request days Equipment request days

Requests Percentage of

previous season

Percentage

Fulfillment Requests

Percentage of

previous season

2014 3 * - 6 *

2015 36 1200% - 41 683%

2016 50 139% - 61 149%

2017 79 242% 99% 69 113%

2018 78 99% 83% 69 100%

Mt Buller

Year



previous season

Percentage


Percentage of

previous season

2014 12 * - 5 *

2015 20 167% - 42 840%

2016 13 65% - 17 40%

2017 74 569% 53% 38 224%

2018 167 226% 93% 26 68%

Mt Hotham

Year



previous season

Percentage


Percentage of

previous season

2014 6 * - 2 *

2015 39 650% - 29 1450%

2016 63 162% - 44 152%

2017 154 244% 90% 71 161%

2018 331 215% 83% 153 215%


12

Perisher

Year



previous season

Percentage


Percentage of

previous season

2014 6 * - 22 *

2015 35 583% - 39 177%

2016 42 120% - 87 223%

2017 200 476% 74% 146 168%

2018 231 116% 78% 172 118%

Thredbo

Year



previous season

Percentage


Percentage of

previous season

2014 5 * - 23 *

2015 26 520% - 46 200%

2016 12 46% - 52 113%

2017 86 716% 78 150%

2018 187 217% 114 146%


13

Resort Services Program Summary

With almost universal growth of both guide and equipment requests over the 2017 season, this has been a promising year. The overall growth since recording began is significant, although 2017 was an extreme growth year for both metrics, there has still been significant year-on-year growth during the 2018 season. However, there is still concern about the ability to deliver these services as the demand continues to grow. At almost every resort, there has been a decline in the ability to deliver compared to overall requests. If this trend continues we will be rejecting progressively more members because of a lack of resources to allocate towards these services. Although Mt Buller and Perisher have had higher delivery percentage, this can be accounted for by isolated circumstances. Mt Buller had two DWA employed staff servicing the mountain and as such they were able to provide a significant number personally. Similarly, the Perisher RSC delivered 76 days on-snow out of the 112-day season, which is an unsustainable means of operational delivery. Overall, the Resort Services Program experiment has been a great success and has indicated that the membership base of DWA wants to engage in on-snow activity outside of camps programs. The uptick in requests, both guide and equipment, show the drive to access these services in an independent manner. This is representative of the broader disability community who are not looking for a handout but a hand-up. To continue engaging in society with as much freedom as possible while retaining a dignified experience.


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Guide Requests

0

50

100

150

200

250

300

350

Falls Creek Mt Buller Mt Hotham Perisher Thredbo

Day

s re

qu

este

d

Resort

Comparison of Guide Request Days per Resort

2014 2015 2016 2017 2018

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Falls Creek Mt Buller Mt Hotham Perisher Thredbo Total

Guide Request Fulfilment

Days requested Days Unfulfilled


15

Equipment Requests

0

20

40

60

80

100

120

140

160

180

Falls Creek Mt Buller Mt Hotham Perisher Thredbo

Day

s re

qu

este

d

Resort

Comparison of Equipment Request Days per Resort

2014 2015 2016 2017 2018

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Falls Creek Mt Buller Mt Hotham Perisher Thredbo Total

Equipment Request Fulfilment

Days requested Days Unfulfilled


16

Surveys

The guide and member feedback surveys have been broken down into three major areas: the

performance of and engagement with DWA, resort services program feedback, and managed camps

program feedback. In doing so we can breakdown how our members are interacting with us as a

broader entity and through our two operational units.

Guide Feedback

Engagement with DWA

The DWA volunteer guiding base seems to be centred around two main groups of individuals, both of

whom are at opposite ends of the spectrum of engagement. This is an interesting disparity and

indicates the varying interests in how our members engage with DWA – most are either an infrequent

guide, who wants to contribute a small amount of their annual snow visits, or a dedicated member

who want their snow time to DWA related.

This will dictate how we engage with our members and the language we use to market the guiding

opportunity. Making sure we engage these two contrasting groups of guides will ensure we continue

to grow both groups.

0-20% 21-40% 41-60% 61-80% 81-100%

How much of your on-

snow time was spent

with DWA?

31.6% 13.1% 10.5% 15.8% 29%

Guide interest in the Green Season Project is quite high, with a number of people interested in

engaging with summer guiding, as well as receiving an accredited guide training certificate. This is a

promising indication of interest in the project, before considering others who don’t participate in

wintersports.

0-20% 21-40% 41-60% 61-80% 81-100%

On-snow time spent with DWA


17

Yes No

Would you be interested in guiding adaptive alpine

activities during the green season (summer)? 74% 26%

Would you be interested in receiving an accredited

guide training like a Cert IV in Alpine Adaptive? 86% 24%

Performance of DWA

Guide retention from the surveyed population indicates high repeat patronage, this contrasts with

historic data which indicates a higher turnover rate. It is unclear whether this is due to the nature of

those responding, or whether it is a change in guide engagement.

While volunteer guides believe the current cost of membership is of good value, it also appears that

an increase in cost would likely reduce the number of volunteers willing to participate. For those who

don’t believe the membership provides value for money, there indication that some form of benefits

would help alleviate issues – e.g. coffee discounts, gear discounts, subsidised accommodation.

Yes No

Do you think you will guide with DWA again in

the future? 95% 5%

Do you think your membership provides value

for money? 82% 18%

Would you be willing to pay more for a

membership? 42% 58%

No Yes No Yes

Interest in guiding during summer Interest in receiving Cert IV in Alpine Adaptive


18

Resort Services Program

The reaction to the resort services program was all positive, especially that in relation to the on-snow

element of guiding. The main issue was communication, which although positive, was not as highly

commended – this issue has been identified by RSC’s and is being addressed through Rev Sport.

Disagree Somewhat

Disagree

Neutral Somewhat

Agree

Agree

Information was well

communicated prior to

guiding

0% 0% 5.9% 29.4% 64.7%

I felt supported by DWA

staff while guiding 0% 0% 5.9% 0% 94.1%

Does the membership provide value for money?

No Yes No Yes

Will you guide with DWA in the future?

No Yes

Are you willing to pay more for membership?


19

Other Comments

• “It may be good to provide a way for the guide to easily provide feedback on their client.”

• “NSW guiding communications were a little "last minute" at times.”

• “DWA guiding web site was difficult to use and retrieve information.”

• “It may be tricky to program & update, but a phone app could notify guides of possible DWA

needs during each day.”

These comments follow the theme from above about the overall off-snow element of interaction

between volunteers and RSC’s. In developing a new rostering platform through Revolutionise Sport

this should streamline communication channels, make information more readily available, and allow

reduced complications resulting from repeated data entry.

Managed Camps Program The response to the managed camps program was largely positive. Most guides agreed that the

programs were well delivered and would be excited to participate in camps in the future. The only

concern was the preparation and organisation of the camps – this could stem from the appointment

of a new NPM and Camp Co-ordinator, causing a few issues in the organisation of the programs. This

should improve in 2019, assuming greater continuity of staff.

Disagree Somewhat

Disagree

Neutral Somewhat

Agree

Agree

I would recommend a

DWA camp program to

others

0% 0% 0% 4% 96%

The program was well

organised and prepared 4% 0% 0% 20% 76%

Staff paid attention to

safety 0% 0% 0% 16% 84%

Agree Somewhat Agree Neutral

Information was well communicated

Agree Neutral

Support from DWA staff


20

Training

“More training opportunities” – this is a common theme for responses from guides this year, both in

the survey and through verbal communication. Some guides seem to be concerned about their ability

to deliver on-snow experiences safely, as well as the amount of training focused on techniques rather

than awareness.

Guide training could be improved through “more time spent on actual skills rather than experiencing what it is like

to ski on one ski [or] being visually impaired.”

These concerns will be addressed in three ways for the 2019 training program. Firstly, there will be

extra training sessions run at the beginning of the season to increase potential for guides to be trained

before the season commences. Secondly, there will be training sessions made available weekly at each

resort, where RSCs will be able to gradually accredit someone, or offer skills refreshment to guides.

Finally, the non-skills based components of training will be done off-snow, allowing for a greater focus

towards technical training on-snow.

Agree Somewhat Agree Agree Somewhat Agree Disagree

Agree Somewhat Agree

I would recommend DWA camps Camps were well organised and prepared

Staff paid attention to safety


21

Yes No

Do you think you had enough time to practice

guiding skills in a teaching environment? 66.6% 33.3%

Weekday

Morning

Weekday

Afternoon

Weekend

Morning

Weekend

Afternoon

When would be best to

provide additional training? 11.1% 22.2% 33.3% 33.3%

No Yes Weekday Morning Weekday Afternoon

Weekend Morning Weekend AfternoonDid you practice skills enough in a teaching environment?

Best time for additional training


22

Member Feedback

Engagement with DWA The DWA participant membership base compared with our guides has an overall lower participation

in on-snow activities with 30.4% and 60%+ participating in 10+ days of snow time respectively. This

still means that there are barriers to participation in snow activities relative to the able-bodies

population.

The most common complaint about barriers to participating in snow-sports was that “the cost was

too high” – 28% of participants. This means that the coordination between DWA and resorts should

bed focused on looking at how costs can be reduced. It must be considered that only 46.6% of persons

living with a disability are gainfully employed1. This means that the overall wealth disparity for disabled

persons is exacerbated by their ability to be employed, as well as their ability to progress into positions

of higher remuneration – 34% of employed persons.

1 - 3 3 - 6 6 – 9 10+

How many days did you spend on

snow in 2018? 30.3% 26.8% 12.5% 30.4%

How many days did you request a

guide for throughout the season? 50% 28.6% 7.2% 14.2%

As most of our members visit the snow with their family, this should be a focus of our marketing,

ensuring that we acknowledge the manner in which our participants enjoy engaging with the snow. In

doing so we will hopefully show a broader population the social benefits as well as the manner in

which participation can be facilitated.

Family Friends Partner A Carer Camp Solo

Who visited the snow

with you this year? 57.1% 15.5% 7.1% 9.5% 8.3% 2.4%

1 Australian Network on Disability. 2018. Disability Statistics. [ONLINE] Available at: https://www.and.org.au/pages/disability-statistics.html. [Accessed 29 October 2018].

1 - 3 4 - 6 7 - 9 10+ 1 - 3 4 - 6 7 - 9 10+

Number of days on snow Number of guide request days


23

The overall interest in green season activities is promising and shows that there is a market for

engaging with the alpine environment already interested. With a fully developed program, we will be

able to show the potential opportunities for engagement through the different means of participation.

Yes No

Would you be interested in adaptive alpine

activities during the green season (summer)? 74% 26%

Performance of DWA The overall satisfaction with current interactions with DWA is promising, with low levels of

dissatisfaction and an overall interest in continued participation. However, there is an unwillingness

to pay more for the current services, contradicting the current impression of good value for money.

Yes No

Will you go skiing or snowboarding again in the

future? 98% 2%

Do you think your membership provides value

for money? 97% 3%

Would you be willing to pay more for a

membership? 47% 53%

Family Friends Partner A Carer Camp Solo

Who did you visit the snow with?

Yes No

Are you interested in green season activities?


24

Resort Services Program

Although our main two programs are what our members need the most help with, there are a

significant number of other requirements for help for our members – of which we are likely the only

source. This should be considered when completing a website review to ensure these other elements

are easily accessible.

To account for our members requiring help with lift-pass, lesson, transport and accommodation

advice. To ensure there are clear pathways for members to follow on the website, we will continue to

update the website’s information pertaining to these issues. However, as this is not a service we

provide, we will continue to direct people as necessary to the best source of information.

Volunteer

Guide

Adaptive

Equipment

Accommodation

Advice

Lift-pass

Advice

Lesson

advice

Transport

Advice

What did you need DWA to

assist you with at the resort? 31.7% 25.4% 4.8% 12.7% 19% 6.3%

Yes No Yes No

Yes No

Will you ski again? Does the membership provide value for money?

Are you willing to pay more for your membership?


25

Overall customer satisfaction was high, with performance of both DWA and the resorts meeting

customer needs. The only complaints were highlighted in comments which concerned accessibility to

facilities:

“The Perisher resort could recognise companion cards for the quad chair for walking visitors.”

“The lift was not working, as it never does, we cannot go to any coffee shops or cases because they are not

accessible.”

Access to main buildings at Hotham still difficult. Lift at Hotham Central regularly broken. Bus transport wheelchair

accessible but difficult.”

These elements of accessibility should be considered when considering new designs in alpine village

designs – ensuring equal access to all persons.

Yes No

Did DWA meet all your needs? 96.9% 3.1%

Did the resort meet all your needs? 90.3% 9.7%

Volunteer Guide Adaptive Equipment Accommodation Advice

Lift Pass Advice Lesson Advice Transport Advice

What did DWA assist with at the resort?

Yes No Yes No

Did DWA meet your needs? Did the resort meet your needs?


26

Managed Camps Program

Participants showed a similar response to the managed camps program, with almost all agreeing that

it was a program they would recommend, was run safely, and well organised. Again, there was lower

results in organisation and preparation – this will hopefully be addressed again through greater staff

continuity.

Disagree Somewhat

Disagree

Neutral Somewhat

Agree

Agree

I would recommend a

DWA camp program to

others 0% 0% 6.7% 6.7% 86.7%

The program was well

organised and prepared 0% 0% 14.3% 7.1% 78.6%

Staff paid attention to

safety 0% 0% 6.7% 13.3% 80%

The program increased my

ability to participate

independently with

family, friends and others

0% 0% 20% 6.7% 73.3%

Agree Somewhat Agree Neutral Agree Somewhat Agree Neutral

Agree Somewhat Agree Neutral Agree Somewhat Agree Neutral

I would recommend a DWA camp program The program was well organised and prepared

Staff paid attention to safety The program increased my independence

operations report winter 2018 - revolutionisesport · one camp, the cross-country camp, was...

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