What's On Track #16 - Transdev Sydney staff newsletter

Our vision: to be Australia’s acknowledged passenger transport leader.

Our mission: to deliver high quality passenger transport services.

What’s On Track

TRANSDEV SYDNEY LIGHT RAIL NEWSLETTER | EDITION 16 – QUARTER 1, 2017

Winthrop Tenorio, Lameck Chiutsi, Jenjira Phanumart, Paul Briggs and Colin Butcher braved the wet weather at our end of year BBQ.

What’s inside?

2

Shutdown success

4 2016 At a glance 8 2016 Recognition of Service 10 Golden Star Awards 12 Customer compliments 15 Family Fun Day 2016

WHO WAS OUR BRIGHT STAR IN 2016?

Two of our staff jointly won the Partnership Category in the 2016 Transdev Australasia Golden Star Awards – do you know who they were? Turn to page 10 to find out more.

Managing Director’s Message I WOULD LIKE to thank in Light Rail who agreed to everyone for their participate in these forums. commitment and effort in the We have achieved really positive recent shutdowns. We will have news on our safety performance further shutdowns to facilitate over the last three months of 2016 the introduction of the new across all areas of the business. We line and we will take the lessons have agreed on an engineering learnt on board. The work solution with CAF and TfNSW done to improve disability to minimise Wrong Side Door access for our passengers at Openings that will be implemented Brian Brennan, Central is considerable and Managing Director, before June this year. represents a really significant Light Rail Transdev Australasia will be improvement for mobility launching its top 20 initiatives impaired passengers. You can read more in line with Transdev 2020 and this will be about the works at Central on page 2. communicated to all staff in the coming I hope you are enjoying the updates on month. Please take the time the read and Transvision and especially the progress on involve yourself in the journey. the building of the CSELR. Transdev will ‘Always Safety’ is our number one priority. continue to bring you more information in Think, question, confirm, ask, consider and the coming weeks and months. always Take 5 for Safety.

The first Consultative Committee Meeting I look forward to catching up with everyone was held in January and I would like to at the BBQ on 17 February. thank individuals from across our business 1

What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

In the news SHUTDOWN SUCCESS HOW MANY replacement bus trips does it take to stage a month long partial network shutdown? The figure is 13,700 apparently, taking into account additional services for New Year’s Eve. Shutdown planning and coordination including replacement bus service scheduling, contractor management, staff deployment and customer information rollout in itself, is an exercise in advanced transport planning logistics. Throw into the mix a month long duration, New Year’s Eve (not like anything happens in Darling Harbour) and the closure of our busiest light rail stop – Central – and the game of customer movement Tetris becomes even more challenging.

But rise to that challenge we did and because of all your respective contributions towards managing the recent shutdown, it was judged an overall success. A key KPI of shutdown success is customer complaint management and to all of your credit 30 complaints were fielded for the shutdown.

The key reason for staging the shutdown was to facilitate an important milestone – the intersection of the existing line with the new CBD and South East Light Rail Line. The time required to undertake these important works also afforded us the opportunity to carry out another extensive works program that closed Central light rail stop for essential platform and maintenance. The scope of works carried out included: yy Platform modifications to ensure DDA compliance including tactile tiles, relocation of hearing loop, integrating larger boarding ramps for greater service accessibility for all customers. yy Wayfinding signage upgrades to address permanent demarcation of arrival and boarding zones.

This was the first time in 30 years the light rail platform section of Central station had undergone significant upgrades. Given 2

this tenure, works became a mini heritage archaeological excavation with contractors unearthing the deck revealing some original skylights into the underground office areas.

Before and after photos below capture the scope of the works program.

At this stage no shutdowns are scheduled for the first quarter of 2017. We will however keep you informed of any upcoming activities.

Inside the barriers, construction works at the George and Hay Streets intersection dug up the existing tracks and cleared existing services to make way for a connection of both lines later this year.

Above and Left: Central stop platform works uncovered some hidden items.

Safety first Walking The Talk for Safety HAVE YOU HEARD of Walk the Talk? They are conversations with a member of the management team about our safety culture.

You might be approached by a familiar face or someone you may not have met before who works at Transdev Sydney and asked what you think about safety in the workplace and whether there are things we can improve. The feedback you provide to a Manager will then be followed up and you will be provided a response.

Your input is valuable and we are committed to looking into issues you have raised and letting you know the outcome.

Why do we do them?

Management visibility in the workplace, setting safety expectations with staff, personally meeting with workers and verifying safe work practices is essential in

helping to develop a positive health and safety culture.

Walk the Talk assists Transdev Sydney to assess safe work attitudes, practices and awareness in the workplace.

Walk the Talk is not a workplace inspection. It is focused on engaging staff and encouraging constructive conversation on: yy yy yy yy

their job role and tasks hazard awareness and reporting incident prevention health, safety and environmental concerns and issues.

Walk The Talk is one of the ways we can strengthen the safety culture at Transdev Sydney. Walk the Talk can help achieve this by demonstrating management’s commitment and involving front line staff in discussing Health, Safety and Environmental issues.

Walk The Talk is one of the ways we can strengthen the safety culture at Transdev Sydney.

REPORT IT! IT IS important to report all incidents to the OCC to ensure they are recorded and actioned if necessary.

It also helps us to identify trends and recurring problems.

Examples of things that you should report to the OCC: yy yy yy yy yy yy yy yy

ALL safety issues Incidents involving staff Issues with LRVs Track and Infrastructure damage Passenger injuries Graffiti Antisocial behaviour Opal and Ticketing issues etc.

Hot weather safety WITH RECENT hot weather it is important to be aware of the impact that this will have on ourselves and our customers. ✔✔ Drink plenty of water throughout the day ✔✔ Where a hat and sunscreen whenever out and about ✔✔ Report faulty air-conditioning to the OCC straight away.

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What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

2016 At a glance OPERATIONS & SERVICE DELIVERY

GOLDEN STAR AWARDS

9,796,401

21

TOTAL PATRONAGE IN 2016

23 DECEMBER WE HAD OUR BIGGEST PATRONAGE ON RECORD: CUSTOMER TRIPS ON THE ONE DAY!

33,891

Increased peak services IN JANUARY AND AGAIN IN JUNE

3

SHUTDOWNS including a month in DEC–JAN

17

TOTMs INSTALLED

TRANSDEV MAINTENANCE SERVICES CREATED

5

STAFF EMPLOYED

100%

3

GOLDEN STAR NOMINATIONS RECEIVED

7

PEOPLE WERE NOMINATED TWICE!

2179

BBQs and morning teas held

166

LOST PROPERTY ITEMS COLLECTED

LOST PROPERTY ITEMS HANDED IN

Over $2000 DONATED TO CHARITY including GIANT STEPS, CAMP QUALITY, BIGGEST MORNING TEA, CURE CANCER FOUNDATION AND GUIDE DOGS AUSTRALIA

MET ALL CONTRACTUAL

network

KPI S

SAFETY & ENVIRONMENT

31

Hazard Report Forms submitted

92

WALK THE TALKS COMPLETED

125 AT 220 PYRMONT (in fact, % ENERGY REDUCTION

we are now producing more energy through solar than we are using on site!)

562

Safety & Environmental REDs Events

increase in recycling at 190 % % + 21 rate at 220 Pyrmont 8 Pyrmont 4

PEOPLE & CULTURE

115 STAFF 25 8 7

NEW STAFF:

ADMIN DRIVERS

3

AUTHORISED OFFICERS (and a further 6 CSOs were retrained as AOs)

7

Customer Service Officers

CUSTOMERS & COMMUNICATION CUSTOMER SATISFACTION:

95

%

FEB 2016

96%

MAY 2016 – OUR HIGHEST EVER SCORE

93

%

SEPT 2016

7 9

Meet Our Managers sessions held

AOs DEPLOYED IN AUGUST

Highest number of compliments received for one employee:

15

by CSO Saul Turner

92% 751 NOV 2016

OFFICIAL CAUTIONS ISSUED

93

compliments received in 2016 (making it a total of 151 since the commencement of the ALTRAC Contract between 01 July 2015 and 31 December 2016)

TRANSDEV NSW BUS & LIGHT RAIL RANKED 1st OF ALL OPERATORS, SCORING 87% IN TFNSW STAFF ENGAGEMENT SURVEY ABOUT OPAL TRANSITION.

38

PENALTY NOTICES ISSUED

PEOPLE & CULTURE

96.54% ATTENDANCE

10

1

STAFF MEMBERS REACHED OVER 15 YEARS SERVICE

25

staff member reached over 25 years service (WALKER WONG) YEARS

TRAINING

52

10

DRIVER RECERTIFICATIONS

Light Rail Vehicle Drivers trained – including 3 On Road Team members from NSW Bus

897 30

LIGHT RAIL GENERAL SAFETY INDUCTIONS (LRGSI) COMPLETED

STAFF TRAINED IN FIRST AID

7

117

OCC Recertifications

19

completed CSO Re-training (INCLUDING ADMIN STAFF)

E-LEARNING TRAINING MODULES COMPLETED (including bullying and harassment, code of conduct, fatigue management)

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What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

Service delivery scoop ON TOP OF THE OPS with Albert Sun yy From Monday 23 January, we increased services during the weekday inter-peak period from 10am – 3pm. This has resulted in an improved frequency from 15 to 12 minutes. This service increase is the result of consistent monitoring of patronage and feedback from staff during these times. This is a great win for our customers and our business. yy We have also increased services on Saturdays from 10:15am to 5:15pm, improving frequency from 15 to 10 minutes. Saturdays are increasingly busy days on our network and this service increase should assist in moving these crowds. yy During the recent shutdown, Central Platform improvement works were also undertaken which included updates to meet DDA (Disability Discrimination Act) compliance.

Works have now been completed and the platform has been raised for better wheelchair access.

Drivers no longer need to deploy the wheelchair ramp however the Driver will still be required to approach customer in a wheelchair to ask their destination. yy Spare LRV keys are now located at Dulwich Hill and Lilyfield facilities to minimise future delays due to key issues. yy We are currently in the process of recruiting new full time and part-time drivers so you might start seeing some new faces soon. yy In response to feedback from staff, we will soon be providing you with a reusable water bottle to help with hydration whilst on duty. We are currently looking at different options but will have something in place in the coming weeks.

NEW RELIEF CONTROLLERS START TRAINING TO PROVIDE additional coverage in case of annual leave, sickness and also provide drivers with the opportunity to progress we have begun training two drivers as Relief Controllers.

Teneil Harrison and Bree Arrowsmith both applied for the role of controller and were keen to be trained so they have been selected as our future relief controllers. Teneil and Bree began training on 26 January and once certified will be working in the OCC as and when required.

A number of our staff have benefited from the opportunity to upskill and take on new roles at Transdev Sydney.

Many Customer Service Officers have retrained as Drivers and more recently as Authorised Officers and some staff have also made the move to the OCC.

FIVE MINUTES with Trinidade Castelino, Rolling Stock Supervisor, Alstom

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What is your role at Alstom?

I am the Rolling Stock Supervisor.

I am responsible for maintaining the trams and performing preventive and repair work to them to ensure reliability of the fleet. I need to make sure all trams are maintained correctly to keep them all running.

What do you enjoy most about your role?

I enjoy planning and scheduling jobs and making sure that they are completed during the required time.

We have a responsibility to Transdev to have the required number of trams ready for service each day.

I have three technicians under me and we make a really good team.

How long have you been working for Alstom?

I have been with Alstom since the start of the contract in June 2015. Prior to that I was with CAF for three years and Bombardier before that. So in total I’ve been working here for about 6 and a half years now.

What are the challenges?

Tight schedules are our biggest challenge.

We need to manage labour and availability of trams to work on to ensure that we have the minimum available at all times, while meeting our regular maintenance schedules. Sometimes it can be extremely

tight, especially if there is a tram out of service, we need to make sure the rest of the fleet are kept running.

What are you working on at the moment?

Yesterday we had a damaged pantograph so I am currently working to get that damage repaired and getting that tram back in to service.

If you weren’t at work today, where would you rather be?

I’d be with the three women in my life, my wife and two daughters (15 and 12).

They have a lot of swimming and athletics commitments so I’m kept busy shuttling them to and from their various training sessions and competitions.

ASSET

IT’S BEEN a busy time on the CBD and South East Light Rail project, with major milestones reached across the light rail alignment.

In December 2016, a historic moment was reached as light rail tracks were returned to George Street in the CBD. Minister Constance joined the construction team on site as the first tracks were installed in front of Town Hall. The first light rail tracks for Randwick were also installed on Alison Road in January 2017, and over a kilometre of track is now in place across the alignment.

In Moore Park West, the new light rail tunnel is taking shape, with the last of eight wall panels installed in January. With the base and the walls of the tunnel now in place, the focus will move to the installation of the tunnel roof over the coming weeks. Work has also started to return Anzac Parade to its original condition, with traffic to return in mid-2017.

An extensive program of work was completed over the Christmas break, including utility relocation under the Inner West Light Rail tracks at the intersection of George and Hay Streets in the CBD.

accessed in the future without disruption to light rail services. New footings were constructed for the overhead wiring that will service both light rail systems, and new conduits were installed for the combined services route which will service the CBD and South East Light Rail.

Following all of this hard work, the Inner West Light Rail track slab and track were replaced, along with the road pavement and footpath and light rail services resumed normal service on Monday 23 January 2017.

ALTRAC Light Rail is looking forward to a busy year ahead in 2017 with more light rail track being installed in construction zones across the alignment, construction being substantially complete in a number of zones and the arrival of the first light rail vehicles from La Rochelle in France.

AG E ME

N

M

AN

T

ALTRAC CBD and South East Light Rail UPDATE In December 2016, a historic moment was reached as light rail tracks were returned to George Street in the CBD.

The final tunnel wall was installed at Moore Park in January 2017.

The first track was installed outside Town Hall in the CBD in December 2016.

Over four weeks, the Inner West Light Rail tracks across the intersection were removed, allowing the relocation of sewerage, water and gas services under the track slab to ensure that they can be Work at the intersection of George and Hay Streets.

Utility works unde r the IWLR track s.

Track being welded into place in the CBD.

ALTRAC Sydney Light Rail is the Public Private Partnership made up of Transdev, Alstom, Acciona and Capella Capital.

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What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

People and culture 2016 RECOGNITION OF SERVICE 5 YEARS

10 YEARS

MATTHEW WEBB PAUL PARSONS RICKIE-LEE CUSENS BARRY BRIGGS VANHXAI PHOUMIXAY BRENDAN HYLAND JEFFREY KEENE FRANCIS HETA JEAN LIBUT MARTYN BEARD RAJEEV VIJ

DARYL RODRIGUEZ

15

YEARS

5

YEARS

8

GILLIAN PERNAT

10

MARK GRIFFITHS

EMAD ASSAD LUKE JESSEN PHONG CHAU RAJENDRA IDA BAGUS MICHAEL LIBUT LUCIANA ANGGREANY RILEY BLAIR SYED ALJUNIED JAMIE MORTELL JOE PERRIN RICHARD BARCELONA DAVID GUDGEON MAHER OSMAN HAYDON FUNG

15 YEARS

KHALED HANI TONY TANG ALIDA TREBBLE ARIEL MAXIMO YA HUANG BRUNA MISCIALI PAUL BRIGGS

YEARS

IBRAHIM EBJADOUGH DINESH TRIPATHI ALOJZIJE BARAKOVIC

CHRISTOPHER BECHARA

15

MINA CHOI

10 YEARS

YEARS

JOLANTA RAININ ALBERT SUN ARUN JOSHI

25 YEARS WALKER WONG

25 YEARS

JOE MOLACHINO

DENNIS DAITO

15 YEARS

People and culture STAFF SPOTLIGHT: Antonia Grammatikos, People Performance Advisor

How long have you been working for Transdev?

Nine months.

What does your role involve?

Providing HR and IR advice and support to operational managers across bus and light rail. Coaching and assistance to managers on effectively managing employee performance, disciplinary matters, industrial relations and other employee matters. Also People and Culture people initiatives and supporting the People and Culture team to improve business performance.

What were you doing before?

I was working in a telecommunications company and held various roles in the HR department.

What’s it like to work for Transdev?

It’s a dynamic place with lots going on. I find the days just fly and I can’t believe nine months has gone by already.

SPIRIT PROGRAM UPDATE A NEW charity workplace giving program is on its way. The existing SPIRIT Giving Program is getting a revamp and this new platform will allow staff to have control over which charities they support, how much they give and the ability to change those details whenever they wish.

Workplace giving is a great way to support your favourite charities as the donation comes out before you are paid so you don’t miss it. Easy! Stay tuned for more details in early 2017.

What do you enjoy about your role?

It’s extremely different from working in a telecommunications industry and whilst I’ve been in HR a long time, I feel like I’m learning a lot more in a new industry.

My role entails me to work from different locations from time to time so I’m interacting with a diverse group of people and there’s never a dull moment.

What are the challenges of your role?

Sharing the love between bus and light rail.

Do you have a standout memory of your time with us?

I’ve had heaps but due to the nature of my role I’m not at liberty to discuss.

If you weren’t at work today, where would you rather be?

If the weather was as hot as it is today anywhere in the water; whether it be the beach, lake or just the swimming pool and then topped off with a margarita cocktail.

CONGRATULATIONS to Souvanh Sayavongsa from Alstom who is now certified as a Light Rail Yard Driver. This will allow Souvanh to move the light Rail Vehicles within the 190 Depot only.

EMPLOYEE CONSULTATIVE COMMITTEE THE FIRST meeting of the new Employee Consultative Committee was held in January. This committee was one of the commitments made during the recent Enterprise Agreement negotiations to help improve the communication between frontline staff and management.

This is a forum to discuss any concerns, suggestions or ideas for improvement and an opportunity to ask questions of management staff. Safety matters should still be referred to the WHS Committee and grievances should be addressed by your Line Manager.

The Committee will meet initially on a monthly basis and minutes will be displayed in the 190 Meal Room. If you have items for discussion, please take them to your representative who can raise them at the next meeting.

Teneil Harrison – one of our drivers – has shaved her hair in the name of charity. Teneil (in yellow) who is a long standing supporter of Camp Quality decided to use her long locks to encourage friends, family and colleagues to donate to a very worthy cause. She and her sister took the plunge on 4 February and managed to raise an incredible $3,500 for children’s cancer research and support. Well done, Teneil!

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What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

Customers and Communications GOLDEN STAR AWARDS IN 2016, we received 21 nominations for our staff.

Each nomination demonstrated how valuable our staff are and how many of us are proud to work for Transdev.

Once the nominations close, they are all reviewed by a committee and a winner is picked for each category. The winners get flown to Melbourne’s head office for a special awards ceremony and presented with a $1,000 travel voucher and then taken out to a celebratory lunch.

Thank you for your support of this important staff recognition program. Nominations for 2017 will open in early 2017. www.transdev. com.au/goldenstarawards

BUS TAKES HOME THE PERFORMANCE CATEGORY OUR FRIENDS over at Bus, also nabbed one of the coveted Golden Star wins. Gary Lam, a Night Controlling Officer at Transdev NSW Bus won the Performance Category for his hard work and dedication to ensuring the team met on time running KPIs. During February 2016 Transdev experienced a challenging time in regards to our Sydney Metropolitan Bus Service Contracts obligations and of most particularly our On Time Running KPI of 95% for Contract 12.

His hard work and dedication with the relentless submission of incidents saw our original On Time Running figure of 94.16% increase to 95.12% which meant Transdev successfully achieved our KPI of 95% for all three contracts. Congratulations, Gary!

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OUR SHINING STARS: AJENTA CONRAD AND MALIN FORDHAM EACH YEAR Transdev Australasia holds the Golden Star Awards, designed to recognise staff from every business in Australia and New Zealand who are going above and beyond in their roles. In 2016, we were honoured to have joint winners from Transdev Sydney, Ajenta Conrad and Malin Fordham.

Environmental & Quality Specialist Ajenta and Customers & Communications Business Partner Malin won the Partnership category for their implementation of the Spot the Bandicoot Program environmental program.

“It’s such an honour! There are a variety of stakeholders involved in the Sydney Light Rail and forming partnerships and relationships with these groups is a key component of operations. It’s lovely to be recognised in this particular field,” said Ajenta.

Malin recently moved to our Transdev Queensland businesses but played an important role in this project while working here.

They led the research project on the endangered Long-nosed Bandicoot population together with the Customer and Communications team. To capture the right audience, Malin and Ajenta supported the cause by creating a brochure with information about the project, which included a colouring competition for our younger customers. Over 2000 brochures were distributed on board light rail vehicles, to schools and customers on the network and Transdev staff on board wore “Spot the Bandicoot” badges during the project.

Many of you have also personally met “Spot” who was worn by Malin at a number of internal and external events.

The project gave us a great opportunity to engage with the Inner West community and its daily commuters as well as to encourage student awareness on Australian

It’s a huge honour and I’m very happy to work in a business where environment/ community initiatives can be recognised at this level. native wildlife along the light rail corridor to remind them that we share our urban space with some unique and amazing animals whom we all have an obligation to ensure their preservation.

On winning the award, Ajenta said: “It’s a huge honour and I’m very happy to work in a business where environment/community initiatives can be recognised at this level.”

Ajenta and Malin flew to Melbourne for the ceremony with the other award winners in December.

“The trip was fabulous and well organised.

I had such a nice time, and it was lovely to see the TDA office and meet all the friendly faces,” said Ajenta.

When asked what she enjoys most about working for Transdev, she said: “Transdev is a business where you can make a huge difference to the broader community. It’s very rewarding.”

Congratulations Ajenta and Malin!

Customers and Communications THE TRANSDEV AUSTRALASIA GOLDEN STAR AWARDS CEREMONY Below: All of the 2016 winners from across the Australasian businesses.

Above: The groups were also given a tour of one of Transdev Melbourne’s bus depots and got to learn more about their operations.

GOLDEN STAR NOMINEES

CSO Saul Turner, our most highly complimented staff member also received a Golden Star award in 2016.

Some of other Golden Star Award nominees: L to R: Malin Fordham, Natalie Peterson, Adam Curr, (presented by Brian Brennan), Mark Wallbridge, Matt Webb and Racheal Gardiner.

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What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

Customers and Communications STRAIGHT FROM OUR CUSTOMER’S MOUTHS: Compliments that make our day I would like to let you know that your staff – three in particular Phililp Lauro Walker Wong and Saul Turner did an amazing job yesterday (23/1/17) at Central helping out the drivers and DOC by making sure passengers didn’t overload the LRVs. All but one LRV (out of their control) departed Central on time. If they ever left the Light Rail they could easily pick up a job in sheep herding. Keep up the good work guys!

Brendan Hyland, Controller Racheal Gardiner A customer left her sunglasses on the Light Rail while travelling from Dulwich Hill to Leichhardt. She doesn’t usually venture into the city and was trying to figure out how to get her sunglasses back. Racheal generously offered to deliver them to her on her way home.

The customer was appreciative of their return.

Dear Rachael, Thank you for your kindness, I am so grateful. Julie.

Phillip Truskett, CSO I’d like to compliment the conductor from Central to The Star. He is a very good conductor, interacts with customer well, very pleasant and entertaining.

I think Sydney Light Rail should train other staff to be like him.

Harinder Baweja and Walker Wong, CSOs I boarded the light rail vehicle at Central and alighted at The Star where I made my way to The Lyric Theatre to see The St Petersburg Ballet’s The Nutcracker. The return journey was on the light rail from The Star at around 3pm back to Central. The two male attendants at the Central light rail stop were most helpful and friendly. They were filled with the Christmas spirit as they complimented my red Merry Christmas T-shirt.

Francis Heta, Driver I would like to compliment the female driver and all LightRail staff who helped me. I had left my expensive camera on board the LightRail when I got off at Capitol Square. I got on the next LightRail and asked for help from the female driver who radioed in the information and found my camera for me and then they gave it back to me. I just wanted to say ‘Thank You’ to all the staff.

Customer Feedback Team The Light Rail is a very convenient service and I also want to thank Dusica and other staff in the Customer Feedback Department for doing such a wonderful job in providing a service where customers can speak to Transdev and receive a response in a nice and timely manner.

LISTENING TO YOUR FEEDBACK 12

Saul Turner and Phillip Truskett, CSOs I use a wheelchair and my preferable spot to see fireworks (where it’s easiest) is Harbourside shopping centre. I was really worried about how far I would have to push from the bus back to Central. But Saul and Phillip were really awesome and helpful making sure I’d get there safely and back and they were so lovely I didn’t need to worry about how trackwork/buses were going to affect me. It’s been a pleasant experience with the LightRail.

IN AN EFFORT to keep everyone informed when light rail service disruptions occur, all the handheld devices used by AOs and CSOs will now receive text notifications from our Incident Management System. This will help our frontline staff to assist our customers and provide up-to-date information as they receive it.

Customers and Communications SHUTDOWN COMPLIMENTS:

Despite the extended disruption to services, we actually received a number of compliments during the shutdown period.

Doug Catt, Bus Driver I’d like to compliment the replacement buses [during the recent shutdown]. I actually prefer the buses to the trams as it is a great service and the buses run more regularly than the trams. There was one bus driver who I had approx eight times coming back from The Casino who has been great which made his experience better. He clearly enjoys his job and is good at his job and he talks to customers. It was nice to have the chance to talk to the bus drivers, which we can’t do on the trams. I know some people waiting for the buses have been complaining about them but it has been a positive experience for me and I do this trip regularly.

I just wanted to say how we enjoyed the service provided by the Light Rail Replacement. IT WAS QUICKER!!! My main compliment is for the Bus Marshall we saw 6 days a week. He was friendly and efficient and on the busiest days he made it a pleasure to queue. On the last few days, he said goodbye to everyone and shook hands with the regulars. A lovely man. Not to forget the drivers who were helpful and pleasant. Thank you so much for the service.

Our AOs and CSOs were kept busy during the shutdown and were critical in assisting customers travelling on our network.

Above: Walker Wong and Phillip Truskett.

Left: AO Lameck Chiutsi took a moment for a selfie while directing customers to replacement buses.

I work at The Star and need to use a mobility scooter every day. The ramps that were installed at central station over the last few weeks are really useful and easy for me to navigate. Thank you so much and keep up the great work.

CUSTOMER SERVICE STARS EARN THREE STARS and you’ll receive a $50 voucher with our appreciation. How does it work?

Each person who receives a customer compliment for living our values will earn a star. Simple!

Adam Curr

Harinder Baweja

Pasin (Joe) Intharasakul

Alida Trebble

Haydon Fung

Philip Lauro

Arthur Grigolia

Ibrahim Ebjadough

Phillip Truskett

Baker Tayyeb

Jenny Briggs

Racheal Gardiner

Brendan Hyland

Joanna Feitura

Rickie Cuzens

Catalino Tomas

Luke Jessen

Saul Turner

Colin Butcher

Mark Jeffreys

Walker Wong

Francis Heta

Nicholas Hulme

CONGRATULATIONS! 13

What’s On Track

TRANSDEV SYDNEY NEWSLETTER | EDITION 16

Service delivery scoop STAFF SPOTLIGHT: Leon Knight, Service Delivery Officer How long have you been working for Transdev?

I started working for Transdev NSW Bus in Feb 2015 but transferred over to Light Rail last October (2016).

What does your role involve?

CCTV Requests for Police etc, Headway Processing, Service Delivery Customer Complaints and Reporting.

What were you doing before?

Since arriving in Sydney around 2001, I have been working and managing Foreign Exchange Operations for various businesses as well as managing my own Security contracts. I then moved to charter bus

driving for a few years before coming over to Transdev.

What attracted you to move to Light Rail from our Bus business?

Whilst working in Operations in Foreign Exchange I produced a lot of automation and process improvements and saw the opportunity to utilise these skills within the Light Rail Business.

What’s it like to work for Transdev?

I think the people within Transdev are great which is what makes the workplace enjoyable. The highly supportive/proactive and approachable staff and management are always driving forward change and improvements to make the workplace better.

TRANSDEV AUSTRALASIA ACQUIRES 100% OF HARBOUR CITY FERRIES TRANSDEV AUSTRALASIA has attained 100% ownership of Harbour City Ferries (HCF), the operator of Sydney Ferries.

Previously a 50/50 joint venture between Transdev Australasia and Broadspectrum, this acquisition reaffirms Transdev’s position as the largest multi-modal provider of public transport services across Australia and New Zealand.

Harbour City Ferries has operated the Sydney Ferries business since 2012 in partnership with Transport for NSW,

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achieving excellent results in performance, reliability and customer satisfaction.

Along with the operation of our ferry contract in Brisbane, the 100% ownership of Harbour City Ferries by Transdev consolidates our position as the largest provider of passenger ferry services across Australia. We now employ more than 850 people who provide more than 20 million customer journeys every year across our 62 vessels in Sydney and Brisbane. This is a significant and growing portion of our operations in Australasia.

What do you enjoy about your role?

Other than the challenges with the role responsibilities and duties – and as I said before, it is the people that make the difference.

What are the challenges of your role?

To refine processes and improve reporting.

Do you have a standout memory of your time with us?

Completing the daily reconciliation and monthly reporting tool – that was a great achievement.

If you weren’t at work today, where would you rather be?

Snorkelling or Scuba Diving.

TRANSDEV AUSTRALASIA AND THE 2020 PROJECT TRANSDEV 2020 refers to the top 20 projects that will guide our local business together with the rest of the businesses in Australasia as one company into the future. The 20 projects were set by Transdev Australasia’s Leadership team at the end of 2016. The Leadership Team is made up of Transdev Australasia’s Executive team and every Managing Director from across our operations in Australia and New Zealand (Brisbane, Darwin, Melbourne, Sydney, Perth, Auckland and Wellington). We will be launching this project to staff this month and handing out copies of the booklet to all staff.

People and culture

Fa mily Fun Day 2016

Above: Although it was a chilly day for October, the picnic in the park was still a popular event.

Above: Big kids and little kids alike enjoyed the playground in Jubilee Park Below: Malin Fordha m and Priy a Anandan enjoying their food ha mpers.

PICNIC IN THE PARK We had a great day in Glebe’s Jubilee Park despite the weather. Thank you to everyone who came along with their families. Picnic games, including the crowd-favourite giant jenga, great food hampers and live music made for a wonderful afternoon. We are already starting to look at different options for our staff event in 2017.

Suggestions are always welcomed!

Above: Transdev and Alstom staff and their fa milies enjoy the opportunity to socialise outside of work.

Below: Fouad Lotfi-Ja m enjoyed the giant ga me of Connect 4.

Face painting proved a popular choice a mongst the little ones.

Giant Jenga attracted the crowd and plenty of noise too!

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Our vision: to be Australia’s acknowledged passenger transport leader.

Our mission: to deliver high quality passenger transport services.

Our life in pictures Meet Our Managers

It was Leanne Garland and Sally Pedlow (People and Culture) and Yogesh Sawant (F inance and Commercial) turn to speak to customers at Meet Our Managers

Christmas cheer

Teneil Harrison, Jenjira Phanu mart and Bree Arrowsmith donned Santa hats while working during the Christmas period

Japanese tour

F inance and Commercial’s Michael Harris and Mark Gottardi had a rare site visit during recent works and enjoyed the different attire.

The drea m tea m, otherwise known as our Authorised Officers out on the network.

A Japanese tour group who consisted of various light rail specialists visited Transdev Sydney to learn more about our network.

Got GotSome someNews? news?

This is your newsletter and we welcome your submissions.

This isyour yournews, newsletter and we or welcome your submissions.

Send feedback, questions ideas to Natalie.Peterson@transdev.com.au to be included in the next edition.

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