Customer • Wayfinding • Transport Access Program • Rail Operations Centre • More Trains | More Services • Station Retail Uplift Program • Customer Experience Management (CXM) • Social & Community Awareness – Customer Behaviour Education • Station Refresh Program • Customer Information Program Safety • Safety Culture • Contractor Induction Operational Efficiency • Innovation Program • Right People, Right Place, Right Time • Boarding Assistance App • Power Management • Dwell Time Management Cost • Transport Equip • Making IT work for you • Accommodation Program • Enterprise Workforce Management (EWM) • Enterprise Asset Management (EAM) • My Time and Pay (MTAP) • Grow and manage Secondary Revenue • Online Ordering People • Diversity + Inclusion • Leadership Programs • Day in the Life • CSD Induction • Talent & Succession Mapping • People Retention • Culture Programs • Training utilising Augmented Reality • Mentoring Transport for NSW initiatives Sydney Trains initiatives Customer Service Directorate initiatives Initiatives (the things we are doing) S af e t y O U R C O R E C o s t O U R V A L U E C u s t o m e r O U R C E N T R E O p e r a t i o n a l E f f i c i e n c y O U R F U T U R E P e o p l e O U R H E A R T SYDTCS 2016-640 v6 20/10/17 Premier’s Priorities Improve customer satisfaction with key government services every year. Ensure on-time running for public transport. Sydney Trains Vision Keep Sydney moving by delivering safe, customer-focused, reliable and clean rail services. T h i n k c u s t o m e r , c o n n e c t t e a m , b e b r i l l i a n t Customer Service Purpose Strategic Themes • Customer & Accessibility • Travel • Business • Growth & Environment • Safety • Asset • People the way we do things 10 Point Plan 1 Service Uplift – 2017 and 2018 Timetables 2 Building a Digital Railway (Driving Information Centricity) 3 New Network Operating Model 4 Uplift in Customer Value Proposition 5 Moving to a new Modern EA 6 New Asset Maintenance Model 7 Technology Enabled Train Operations 8 New Corporate/Back Office Support Model 9 People and Capability Development 10 New Network Enabling Projects Customer Service Directorate Strategy to 2019 Transport for NSW Purpose To make NSW a better place by shaping and managing a connected transport system. First impressions count Friendly and ready to help Communicate clearly Find a solution Share your knowledge Work together Customer Service Principles Safety Pride Accountability Collaboration Excellence SPACE behaviours Information Customer Service Cleanliness Comfort Convenience Accessibility Timeliness Ticketing Safety/Security Customer Experience Drivers
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Customer
• Wayfinding• Transport Access Program• Rail Operations Centre• More Trains | More Services• Station Retail Uplift Program• Customer Experience Management (CXM)• Social & Community Awareness –
Customer Behaviour Education• Station Refresh Program• Customer Information Program
Safety
• Safety Culture• Contractor Induction
Operational Efficiency
• Innovation Program • Right People, Right Place, Right Time• Boarding Assistance App• Power Management• Dwell Time Management
Cost
• Transport Equip• Making IT work for you• Accommodation Program• Enterprise Workforce Management (EWM)• Enterprise Asset Management (EAM)• My Time and Pay (MTAP)• Grow and manage Secondary Revenue• Online Ordering
People
• Diversity + Inclusion• Leadership Programs• Day in the Life• CSD Induction• Talent & Succession Mapping• People Retention• Culture Programs• Training utilising Augmented Reality• MentoringTransport for NSW initiatives
Sydney Trains initiativesCustomer Service Directorate initiatives
Initiatives (the things we are doing)
Safety
OUR CORE
Cost
OUR VALUE
Customer
OUR CENTRE
Ope
rational Efficiency
OUR FUTURE
People
OUR HEART
SYDTC
S 2016-640 v6 20/10/17
Premier’s PrioritiesImprove customer satisfaction with key government services every year. Ensure on-time running for public transport.
Sydney Trains VisionKeep Sydney moving by delivering safe, customer-focused, reliable and clean rail services.
Thin
k custo
mer, connect team, be brilliant
Customer Service Purpose
Strategic Themes• Customer & Accessibility• Travel• Business• Growth & Environment• Safety• Asset• People
the way we do things
10 Point Plan1 Service Uplift – 2017
and 2018 Timetables2 Building a Digital Railway
(Driving Information Centricity)3 New Network Operating Model4 Uplift in Customer Value Proposition5 Moving to a new Modern EA6 New Asset Maintenance Model7 Technology Enabled Train Operations8 New Corporate/Back Office Support Model9 People and Capability Development10 New Network Enabling Projects
Customer Service Directorate Strategy to 2019
Transport for NSW PurposeTo make NSW a better place by shaping and managing a connected transport system.
First impressions countFriendly and ready to helpCommunicate clearly
Find a solutionShare your knowledgeWork together
Customer Service Principles
Safety
Pride
Accountability
Collaboration
Excellence
SPACE behaviours
Information
Customer Service
Cleanliness
Comfort
Convenience
Accessibility
Timeliness
Ticketing
Safety/Security
Customer Experience Drivers
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