TransXpress Q2, 2019: Your News and Views

IN THIS EDITION Welcome to Transdev 2 Reward & Recognition: Our Golden Star Nominees 6 How To: Manage Customer Aggression 8 Our Business: Highlights from 2019 10 Celebrating our People: Years of Service Awards 15

Transformation Q2. 2019 TRANSXPRESS Q2.2019

Hello Journey Makers, I’d like to begin this edition by thanking each and every one of you for all of your efforts to help us deliver a safe, comfortable and reliable service for our customers.

We have achieved some amazing results together over the last six months – we have exceeded our punctuality target for the first six months of this year and improved reliability and safety. We have also significantly improved the customer experience by reducing customer complaints, including achieving zero Public Transport Ombudsman Investigations in the month of May – a first for our franchise.

Our collective efforts have not gone unnoticed. In the last few months, we’ve had visits from Thierry Mallet, our Group Chairman and Chief Executive; Bruno Charrade, Transdev’s CEO International Zone and senior representatives from the Remondis Group (our new shareholder). All have been impressed by our results and the incredible turnaround of our business and they have each asked me to extend their sincere thanks to each of you for your hard work.

We have also met with the Minister for Public Transport, Melissa Horne, to share our significant progress, as well as supporting the Minister with a number of media events linked to our new buses (you can see the Minister pictured at one of these events on the cover of this edition of TransXpress).

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The Minister, together with our client, Public Transport Victoria, and Transport Safety Victoria, have acknowledged the strong progress we have made together as a team and commended us to keep up the hard work.

I am incredibly heartened by our results and the support and recognition from our stakeholders, particularly as the arrival of our new buses is just around the corner. Our fleet of 100 new buses will allow us to continue to transform our business for the better.

I know each of you are eagerly awaiting the arrival of our new buses, as well as the opportunity to farewell some of our older, less reliable vehicles. Equally, I look forward to the feedback from our customers once our new vehicles are in service.

I believe we have the right structure and plan in place to take our business forward. More importantly, I have faith in each of you - our incredible team of journey makers - to keep driving our business onward and delivering for our customers.

Keep up the great work.

Ian Craig Regional Managing Director NSW & Melbourne

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Welcome TO TRANSDEV We are thrilled to welcome some new starters into the Transdev family this quarter! Please make them all feel welcome!

AI LINH HINH Administration Assistant Doncaster

ANNA WILLIAMS Customer Relations Officer North Fitzroy

BRANDON SMITH Mechanic North Fitzroy

FERETI FAAFUATA Apprentice North Fitzroy

GARY HOVENDEN Mechanic North Fitzroy

JAIDYN ENGLEZAKIS Apprentice Doncaster

JAMIE SHARMA Apprentice Doncaster

JUNIOR FAASISILA Mechanic Thomastown

LACHLAN WILSON Workshop Manager Doncaster

MARK LANTZ Mechanic Sunshine West

MATTHEW BRACKSTONE Mechanic Doncaster

MELODY CRYSTAL Receptionist + Customer Relations Officer North Fitzroy

MYOUNGDAI YOON Mechanic Doncaster

RAYMOND HORVATH Workshop Administration Assistant Heatherton

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SONAL MEHTA STEPHANIE TODOROVSKI Workshop Administration Workshop Administration Assistant Assistant Thomastown Doncaster

NEW DRIVERS

ABY THAKUR Thomastown

AHAMED THAYYIL North Fitzroy

AMAN AUJLA Thomastown

CLAUDIO BILOTTA North Fitzroy

DAVID RALPH North Fitzroy

DEEPANSHU SABHARWAL Keysborough

DION SEAMAN North Fitzroy

GURPAL SINGH Sunshine West

GURPREET SINGH Thomastown

JIM MAKRIS Doncaster

LOUISE GRANT Doncaster

MANEL FERNANDO Heatherton

MOHAMMAD ISMAIL KHAN Thomastown

MOHAMMAD SYED Sunshine West

MWAYENGA WADDINGTON Thomastown

NEERAJ SHARMA Thomastown

OSANDA GALTOTA GAMARALALAGE Keysborough

PAVNEESH KUMAR Thomastown

QIUCHEN XIE Doncaster

SANDEEP SINGH Keysborough

SCOTT SAMPSON Keysborough

SIMON DIXON Heatherton

STEVEN DREW North Fitzroy

SUNNY ANAND Sunshine West

TAJINDER SINGH Sunshine West

TROY GAUGG Doncaster

XIRAN WANG Doncaster

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NOMINATIONS Have you noticed a fellow Journey Maker demonstrating excellent behaviour, performing above and beyond the call of duty? Nominate them for a Transdev Golden Star Award and recognise their exceptional behaviour.

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All Transdev employees are eligible to participate in the Golden Star program and nominate a colleague for a Golden Star award.

Employees can be nominated by a colleague, Supervisor, Manager, General Manager or a Managing Director.

We encourage you all to nominate a colleague who you believe deserves to be acknowledged for the work that they do that goes above and beyond the day-to-day and makes working at Transdev special.

Nominated for: Performance & Customer Service

Nominated for: Performance & Customer Service

Nominated for: Performance & Customer Service

Amy Rutland

Deb Lineham

Fatima Omar

Amy has been an invaluable member of the P&C team, having had to take the lead on a range of matters at Transdev Melbourne and successfully building productive working relationships with our frontline managers and drivers.

Amy is always available and willing to support the business at the same time as managing a number of TDA initiatives without complaint.

We had a very unhappy customer who called us about their son losing his school bag on our service which contained a new laptop. Deb took on the case and did a great job of working through the customer’s frustration, including going above and beyond by checking our lost property register over the weekend and contacting depots to track the item down. She found the bag and was able to prevent this person from escalating through the system. She also identified an opportunity to improve our process around high value lost property items to prevent future incidents from occurring.

Being customer facing all day can sometimes make you weary, but Fatima shows up to work every day and greets people face to face or on the phone in such a warm and friendly manner. She always listens patiently to assist people with their enquiries and it’s inspiring to witness her always putting people first.

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Nominated for: Partnership

Jade Taylor Jade participated in the “Getting Home Safely Forum” on behalf of Transdev. Jade was the only frontline staff member on the panel and held her own among senior representatives in front of an audience of 180+ public servants. She also participated in a pre-briefing with a departmental representative to share her experiences as a driver and how we can improve safety on the network & recruit more female drivers. Throughout each of these opportunities, Jade was positive & customer-focused, effectively conveying her love of being a bus driver and constructive opportunities for improvement.

Nominated for: Safety Hero

Harrison Gerovac Harrison was driven into by a 3rd party vehicle whilst he was road testing a bus. The driver was an elderly gentleman who was going through a house move that was stressful for him. Harrison not only took the time to calm the gentleman down after the incident, he also changed the man’s tyre (which had been punctured in the accident) so that he could get home. Harrison demonstrated understanding and compassion for the gentleman and also acted as a great ambassador for Transdev Melbourne.

Nominated for: Commitment Nominated for: Passion

Jordan Huelsebusch Jordan goes above and beyond in his duties and on numerous occasions I have seen him cleaning the buses, removing graffiti and even spray painting the rims so they look great.

He takes so much pride in the way our buses go out into service and the public, management and outside contractors have all commented on how good the buses are from Thomastown depot! Jordan also has a fantastic, positive attitude and always has a smile on his face.

Nominated for: Performance & Customer Service

Mauro Svanotti Mauro drove our team up to the launch of the new Gemilang Factory in Ballarat (the factory will be building 50 of our new buses as part of the Victorian Government’s order of new buses). He was punctual, courteous and drove our team safely to the launch in regional Victoria.

He was well-presented, patient and accommodating on the day and we were proud to introduce Mauro to our stakeholders on the day, including the Acting CEO of our client, Public Transport Victoria.

Nominated for: Safety Hero

Keith Springer Keith went above and beyond when he had an unresponsive passenger on his bus, calling the OCC and ambulance for help. The passenger ended up being okay but Keith did the right thing by correctly following company procedures and calling for help.

Nominated for: Safety Hero

Elias Sharief Elias constantly advocates for driver safety and injury prevention. Any time I discuss an issue with him he addresses it with our supervisor immediately. Elias also invests a lot of time in helping drivers understand their obligations when it comes to safety.

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There are times when a driver may need to let a passenger off a bus between stops to prevent a customer aggression incident.

Reducing customer aggression is a key focus for us, so we recently undertook a risk assessment, with the support of PTV and VicRoads, to understand how we can better ensure the safety of drivers while out on the network.

When can I allow a passenger to alight between bus stops? >> When a passenger misses their stop (because they didn’t press the buzzer, the buzzer wasn’t working or the driver forgot to stop) and wants to alight straight away >> When a passenger approaches and wants to be let off immediately (for their own reasons)

How do I safely let passengers off the bus between stops?

Refer to your Risk Assessment card (pictured) that will help you determine when it is safe to let a passenger off between designated stops.

Do not let passengers off on the freeway unless there is a need to evacuate the bus or you are instructed to do so by the OCC or Emergency Services. If a passenger wishes to alight on the freeway, explain it is unsafe to do so.

If you have any questions or concerns about the safety of a set down point, please contact the OCC.

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How can we manage aggressive customers on our buses?

The main goal in dealing with aggression and threats of violence is to ensure our drivers’ safety and the safety of our customers.

When dealing with acts of aggression or threats of violence, remember the following:

1 2 4 STAY CALM and maintain self-control

Remain in the driver’s cab and DO NOT LEAVE to confront the aggressor

P4

PUSH

Behave in a NON-

THREATING

way, through both voice and action to diffuse the situation

If the aggressor on the bus has a weapon, you should NEVER ATTEMPT to grab the weapon or make any sudden movements

If threats of PHYSICAL VIOLENCE are made to you or a customer and immediate Police attendance is required, park the bus in a safe place, press the radio emergency button P4 (or emergency button where fitted) and contact 000 If you are unable to call 000, press the radio emergency button P4 (or emergency button where fitted) and discreetly provide details If immediate Police attendance is not required, contact the OCC and advise them of the nature of the incident

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When you return to the depot, complete an Incident, Injury and Hazard Report Form to FULLY DOCUMENT the event that took place.

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Safety, health, environment & quality 10

KEY ACHIEVEMENTS >> Flu shot campaign completed with around 270 people receiving free flu shots >> Finalised the prototype enclosed driver’s cab, to improve protection of drivers >> HSR forum >> Sustained reduction in the number of serious injuries >> Route risk assessments and return Lefts and Rights published on mytransdev app >> Commenced program to identify and remediate critical risks in the workshop >> North Fitzroy pit works AREAS OF FOCUS >> Repair of Doncaster driveway >> Conduct a trial of the prototype enclosed driver’s cab >> Review of workers compensation processes >> Improvement of motor vehicle claims processes >> Wellbeing checks >> Initiation of a Just and Fair Culture program >> Streamlining our processes

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HSR Forum The HSR forum was held on Tuesday 7 May 2019.

Guest speaker John Verbi highlighted the importance of health and wellbeing in the workplace and the part that resilience plays in our work lives.

The forum also provided an opportunity to discuss recent changes and improvements in the driver training and learning and development space.

What are our current priorities? >> Increased productivity >> Increased staff engagement >> Achieving our safety targets >> Reduction in motor vehicle accidents – 10% reduction in at fault events >> Improved customer satisfaction >> Driving motivation and instilling confidence >> Enhancing the reputation of the business Another key focus at the HSR forum was customer aggression.

What are we doing to help prevent incidents of customer aggression? >> Refreshed customer aggression and ICE training >> Working in collaboration with VicPol >> Ability to drop passengers off outside of designated bus stops >> Audit and repair of all CCTV >> Applied for funding to improve CCTV >> Seeking reformed legislative penalties >> Seeking broader behaviour campaigns >> Develop improved driver protection proposal

Investigating customer complaints The OCC has recently started investigating and responding to customer complaints. This change was made to give our operational team a better overview of our network performance and to adjust and improve the decisions we make to deliver a better service to our customers.

Stats: >> 4133 trips a day (474 buses complete 47 routes + 125 school runs) >> In peak hours: 30,000 passengers, 12,000 school children >> 1.2 million stops serviced each day by our buses >> Most common customer complaint = missed stop >> Routes 246, 234 & 236 contribute to 34% of our total early running figure

Health & Wellbeing Free eye and health checks At Transdev we care about your health, so as a follow up to our health and wellbeing sessions conducted late last year, Nurse Wendy was back to offer free health checks as part of our new EYE am Healthy @ Transdev program. >> 47 mini health checks were carried out over a three week period at our Doncaster, Keysborough and Heatherton depots. >> The one-on-one health checks have identified some significant health issues but the individuals have now been referred to their treating doctor for on-going management, which is a great outcome. >> Eye health is incredibly important so be sure to visit an optometrist for a general eye health review, not just for glasses each year.

How has the OCC been performing?

Priority calls are where a driver may need immediate attention or there may be a safety or security issue to our driver, customers or property. Our target response time for emergency calls is 12 seconds.

Situation calls are where a driver is advising of a situation where OCC may need to make a decision to change or alter services. These calls are given less priority while the operator makes a decision that works best for the entire network. Our target response time for call back requests is 60 seconds.

OPERATIONS

The OCC

TOP TIPS TO KEEP YOUR EYES IN TIP-TOP SHAPE >> Get your eyes checked regularly – even if you think you have good vision, you could have an underlying vision problem. >> With regular eye tests and early detection, most conditions can be prevented or corrected. >> Don’t wait until you know something is wrong to have an eye test; many serious conditions have little or no symptoms until they are advanced. >> Allow your eyes time to adjust to new glasses or contact lenses if prescribed for driving. >> If you experience dry eyes, an optometrist can recommend lubricating eye drops to improve comfort.

KEY ACHIEVEMENTS >> Maintaining low-levels of early running at contract points for the year to date >> Exceeding our punctuality target for the year to date >> Rollout of Smartrak system to all buses >> City Training Program #1 completed >> Completed the audit of all myki devices AREAS OF FOCUS >> Identify ways to improve services on routes 302 & 304 >> Improve early running at all timing points >> Introduction of new buses and cascade of buses throughout the depots to reduce the number of different types of buses in each depot >> Rollout of City Training Program #2

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ASSETS

New Bus Project Update Earlier this year we conducted a survey asking you how we could improve the design of our buses.

Some of the key issues raised included: >> Ergonomics of the driver's cabin >> Height of the driver console >> Positioning of the driver's footrest We are delighted to confirm that, as a result of your feedback, a number of changes have been incorporated into the design of the new buses.

KEY ACHIEVEMENTS >> Completion of the Fleet Quality Audit >> Appointment of the Fleet Compliance Audit and Quality Manager >> Improvement of the Bus Safety Inspection pass rate AREAS OF FOCUS >> Reduction in the overall number of vehicles off the road >> The continued recruitment of fleet employees to fill vacant positions >> Preventative maintenance process improvements

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What are the changes? >> The driver's footrest has been re-positioned to be more ergonomic for drivers. >> The driver console will no longer be positioned above head height. It will be located directly in front of the driver. >> A prototype of the fully enclosed driver's cabin has now been reviewed by the CAB Committee >> The emergency button located on the outside of the bus will now be fully enclosed in a locked box to prevent people from pressing the button and boarding the bus outside of designated bus stops. >> A drinks holder has been fitted in the side console / door of the driver's cabin.

When will the new buses be put into service?

We are currently on track to have the new buses in service by mid-July and are agreeing where they will operate with Public Transport Victoria. Newer existing buses will replace the 500 and early 700 series vehicles.

If you have any questions about the new buses, please speak to your manager or local cab committee member.

AREAS OF FOCUS >> Continuing to focus on reducing customer complaints >> Reducing customer slips, trips and falls >> Reviewing the results of our internal communications survey >> Website refresh

Meet our Managers Transdev Melbourne runs Meet our Managers sessions twice a year to gather feedback from our valued customers. These sessions involve managers and other staff from across the business visiting key locations on our network and listening to and gathering feedback directly from our customers.

Our first session for the year was held at Westfield Doncaster on Wednesday 29 May where our team had the opportunity to meet with around 30 members of the public, despite the wild Melbourne weather!

The session is a great way for managers and senior staff to see what goes on out on the road and for customers to see and speak to the people behind the business. The feedback from these sessions is also often used to help plan our future service changes.

Creating Transdev Smoothies Are you a Transdev smoothie?

The key cause of slips, trips and falls on our buses is harsh braking, so over the next few months we will be rolling out our Smoothie Campaign which focuses on smooth driving.

Keep an eye out for us in the depots as we look to start the conversation about how we can address slips, trips and falls on our network.

Customer Service Tips Be courteous >> Listen without interrupting Be friendly and helpful >> Speak clearly and with a smile >> Be aware of how important your voice is in conveying a friendly personality >> Be enthusiastic and show an interest >> Be sincere in your attempts to help – if you don’t know the answer, refer them to someone who does i.e. PTV contact centre >> Never lose your cool Learn to listen >> Don’t switch off half way through >> Don’t hurry people >> Try putting yourself in their position

TOP TIPS FOR SMOOTH AND SAFE DRIVING

CUSTOMER EXPERIENCE & COMMUNICATIONS

KEY ACHIEVEMENTS >> 35% reduction in customer complaints in April and May >> 0 PTO investigations in May >> Hearing from our customers through Meet our Managers >> Relaunching shift bats on the app >> Streamlining the motor vehicle accident claims process through the creation of an online form

>> Know and obey traffic regulations so as not to endanger your life or the lives of others >> Ensure your driving is smooth and consistent >> Avoid heavy acceleration and hard braking >> Continuously scan the road for hazards >> Anticipate potentially dangerous actions of other road users and pedestrians so you can safely stop or take evasive action if required

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ENGAGED & CAPABLE PEOPLE

Training & Development As part of our commitment to providing ongoing training and support to our drivers, we have launched a number of new programs in 2019.

Target 250 This program commenced at the end of May and is designed to provide 1:1 training to drivers who have had an accident.

Newly appointed Trainer Assessor John Orchard will lead this project as it rolls out throughout the year.

City Training Program The City Training Program provides an opportunity for our drivers to receive on the spot training and guidance from members of our Training team. Due to ongoing roadworks and congestion, Melbourne CBD is often a hotspot for accidents and incidents, so the City Training Program is a targeted training program focusing specifically on city driving. The training team were out on the network engaging with drivers, conducting assessments, coaching and addressing concerns that our drivers are facing when driving in the city. Another City Training Program will run in the week commencing 12 August.

Safety Training Chain of responsibility, drug & alcohol and emergency procedures training for workshop staff commenced with 40 workshop staff (50%) trained over a two week period.

On-road assessments This year we have ramped up on-road assessments with our drivers. The assessments seek to ensure that our drivers are equipped with the right skills and knowledge through training and development to ensure the safety of themselves, our passengers and other road users. The assessments also present an opportunity to gain valuable feedback on personal driving performance, ensuring a deeper understanding and confidence in driving skills.

KEY ACHIEVEMENTS >> First Diversity and Inclusion meeting of 2019 held with the focus on rolling out the Reconciliation Action Plan >> Conducted 5 all-day assessment centres, increasing our candidate number to 52 at each assessment centre >> Employed 17 bus drivers, 5 workshop staff and 1 support staff >> Successfully implemented the new Bus Driver Enterprise Agreement AREAS OF FOCUS >> Continuing focus on recruitment >> Consolidation of policies and procedures across the business to ensure consistency across the depots >> Supporting Operations with the ongoing organisational change

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Years of Service Awards

30 YEARS OF SERVICE

20 YEARS OF SERVICE

LUDEK NOVOTNY Heatherton

JAMES CUMMINGS North Fitzroy

DO HUYNH Sunshine West

25 YEARS OF SERVICE

JOHN GATT North Fitzroy

THANH PHAN North Fitzroy

ROLANDO MURILLO North Fitzroy

NIMAL THENUWARA North Fitzroy

10 YEARS OF SERVICE

CHARLES LABLACHE North Fitzroy

DARYL THOM North Fitzroy

DEMETRIOS TSANGARIDES Sunshine West

DIONISIO LAPUZ North Fitzroy

EDWARD ZAIA Heatherton

FRANK SFIRY Sunshine West

JUSTIN SMYTHE Heatherton

MICHAEL DAY Heatherton

SHAFIQ MOHAMMED Sunshine West

VINH TRAN North Fitzroy

WELCOME MABASO North Fitzroy

GEOFFREY MCKENNA Heatherton

5 YEARS OF SERVICE

ANDREW ROFAEL Heatherton

GLEN MOULTON Keysborough

HENRY SEDHA Sunshine West

JAIVENDER KUMAR Heatherton

MOHAMMED MAZID Heatherton

SAROOP SINGH Heatherton

TAREKE TASEMA Sunshine West

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Have your say

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This is your magazine and we welcome your contribution.

Please send your news, feedback, photos, questions and ideas to melbourne@transdev.com.au TRANSXPRESS Q2.2019

www.transdev.com.au