Our vision: to be Australia’s acknowledged passenger transport leader. Our mission: to deliver high quality passenger transport services.
Depot Digest TRANSDEV NSW BUS NEWSLETTER | EDITION 16 – MAY, 2017
Drivers at our Revesby Depot enjoying the Healthy Afternoon Tea for the launch of the Transdev 2020 Project
What’s inside? 2
Bankstown workshop achieves 100% HVIS for 1 year
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Walk the Talk
4 Fire suppression system rollout 6 Family Fun Day 2017 9 Are you a Journey Maker?
WOMEN BEHIND THE WHEEL We would like to set up a forum and community to support you at Transdev. If you are interested in being involved email tdnsw.wbtw@transdev.com.au
Message from Nikki IT WAS GREAT to see so many of you at our Family Fun Day at Luna Park. We had amazing weather and over 700 people attended. It is always nice to see our teams socialising with their families. It was a very enjoyable day with lots of fun had by all. (See page 6 and 7) Congratulations to the whole team for the outstanding efforts during February and March where we exceeded our On Time Running targets. This outcome is due to a dedicated team effort – despite extremely Nikki Allder challenging traffic and weather conditions the contribution each of you Managing Director, made ensured our services ran to time and met our customers’ needs. NSW Bus Well done! Our Bankstown workshop reached 12 months with no defects noted in the Heavy Vehicles Inspection Scheme (HVIS). This means that at least 150 buses have been assessed over the past year and the RMS inspectors have found no minor or major defects. This is an incredible result! (See page 2). Soon you will see our latest and most exciting Transdev 2020 initiative being rolled out – our ‘Journey Makers’ concept! We are launching this campaign to position ourselves as the public transport employer of choice demonstrating that working in public transport is an exciting, challenging and rewarding career. We are all Journey Makers – everything we do every day keeps people moving! (See page 9) Our commitment to safe@transdev and our ongoing promise to keep each other safe is reflected in our positive lost time injury achievement. Remember nobody should ever be hurt at work; safety is everyone’s responsibility. Stay alert, report any hazards and keep yourselves and others safe. Lets continue to go home to our families, happy and healthy every day. Finally, as we come into the winter period look after yourself as we hit flu season. We have started the year in a strong position with excellent attendance by our teams and I really hope we can keep up the good work over the coming months. I will look forward to seeing you all soon, Journey Makers! 1
Depot Digest TRANSDEV NSW NEWSLETTER | MAY 2017
News THE VALUE OF SICK LEAVE THREE MONTHS ago, Delia Williamson, WHS Manager had no idea that she was about to suffer from a sudden stroke and be unable to work or drive for at least eight weeks. Lucky for Delia, she had enough sick leave available that her extended period off work was covered.
Bankstown workshop achieves 100% HVIS for one year OUR WORKSHOP team at Bankstown Depot celebrated 12 months without a defect as part of the RMS Heavy Vehicle Inspection program. This means that more than 150 buses were inspected during the past 12 months and were given a 100% score.
Transdev Australasia’s CEO Rene Lalande made special mention of their achievement in his monthly update to all the businesses. Congratulations to the Bankstown workshop and keep up the good work!
GOLDEN STAR AWARDS The Golden Star Awards are now open for 2017. Forms are available via your Depot or you can nominate someone online at www.transdev.com.au/ golden-star-awards.
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ADELE CONCERTS
SICK LEAVE CARDS
THANK YOU to everyone for working hard during the Adele Concerts and other major events earlier this year. It was a mammoth effort and your cooperation and professionalism were appreciated. Thank you!
NEW sick leave cards are coming. Now known as ‘Contact Cards’, they now also incorporate important contacts for the OCC during an emergency. They will be distributed to the Depots in the coming weeks.
We all think 'that won’t happen to me' but the reality is, that it could. An accident or a serious illness can stop you from working for an extended period of time and if you don’t have sick leave or annual leave up your sleeve, suddenly you are without an income. Not being able to work for long periods can also have an impact on your family’s financial situation and can add extra stress in an already stressful time. 'My advice is that you mustn’t assume that you’ll never need it. It’s there as an insurance policy for when you really need it or when you least expect it. 'I was fortunate to have enough leave to cover my time off work and I was relieved to not have that additional stress to worry about while I recovered.' When we are sick, we rely on our sick leave allowance to cover any missed days until we are better to return to work. It is a condition of employment that employees are given a number of days per year of sick leave. With an ageing workforce, the older you get the greater risk of illness – so always consider the future before taking the occasional 'sickie'.
Safety first Design change to bus driver’s window WE HAVE listened to your feedback about the porthole window, and after consultation earlier in the year a design change has been approved to replace it with a sliding window. The sliding window will still be placed high enough that a driver cannot access the controls from outside the window. This design change will be built into new bus builds only. We are pleased to confirm that five new buses will be going into service by mid-May with the new window improvement.
Don’t delay – report a defect today
WALK THE TALK HAVE YOU heard of Walk the Talk? They are brief 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 NSW and asked what you think about safety in the workplace.
OUR DRIVERS play a vital role in helping to maintain the safe operation of our buses by regularly reporting defects. When our buses are in good condition, it improves how our customers experience our services. Here’s what you should know:
The feedback you provide to a manager is valuable and we are committed to looking into issues you have raised.
yy If you report a defect, it will be reviewed by Maintenance. yy Action is taken on all defects needing repair yy Not all defects can be fixed straight away. Defects that are considered safety critical will be repaired first, and these include brakes, suspension and steering.
Why do we do them? Personally meeting with other employees and verifying safe work practices is essential in helping to develop a positive health and safety culture. Management visibility in the workplace, setting safety expectations with staff and collecting feedback. Walk the Talk assists Transdev NSW to assess safe work attitudes, practices and safety awareness in the workplace. Walk the Talk is not a workplace inspection. It is focused on engaging staff and encouraging constructive conversation on: yy their job role and tasks
yy hazard awareness and reporting yy incident prevention yy health, Safety and Environmental concerns and issues. Walk the Talk is one of the ways we can strengthen the safety culture at Transdev NSW. Walk the Talk can help achieve this by demonstrating management’s commitment and involving front line employees in discussing Health, Safety and Environmental issues.
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Depot Digest TRANSDEV NSW NEWSLETTER | MAY 2017
Service delivery scoop Fire suppression system rollout IN 2015, the NSW Government committed to retrofitting all NSW Buses with fire suppression systems and that all new buses would come standard with the safety system. This was in response to a number of bus fires that occurred. The fire suppression system simply extinguishes a fire that occurs in the engine bay automatically and alerts the driver as soon as the sensors detect a fire. We are currently in the process of having the Transdev fleet fitted with the Firestorm Fire Suppression System. We expect the installation to be completed by the end of August.
Please make yourselves familiar with the operation of the system and speak to your Service Delivery Manager if you have any questions.
In an emergency, if you are in any doubt simply follow the emergency evacuation plan and contact the OCC once you and your customers are clear of the bus.
By now you should have seen the information about how the system operates in your depots and may have even received training via the On-Road Assurance Team. In an emergency, if you are in any doubt simply follow the emergency evacuation plan and contact the OCC once you and your customers are clear of the bus. Alongside the fire suppression system rollout, a tyre pressure monitoring system is also being installed across the fleet. A small display panel on the dash will sound an alarm if the tyre pressure is not safe.
SAFE@TRANSDEV SAFETY at work is important so please make sure you are following these points: yy Wear a hi-vis safety vest in the Depots, when walking in all fenced bus roadway areas at Sydney Olympic Park or in the event of a vehicle breakdown. You don't need to wear it while driving. yy Don't use a mobile phone while operating a vehicle - that includes the use of bluetooth and handsfree headsets or earphones. Not only is this illegal it is also against our company policy. Thank you for doing the right thing.
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FIRE SYSTEM
FAULT
ALARM
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PERFORMANCE UPDATE FEBRUARY is traditionally our most challenging month for one of our key contract performance KPIs – On Time Running (OTR). The main impact is schools returning and students finding their way on our services combined with return to peak road traffic. A great effort by our drivers, OCC and service delivery and assets teams saw a fantastic result with all contracts exceeding our 95% OTR target. Well done and a big thank you to all for your efforts in this achievement. March then proved, unusually, to be even more of a challenge for us. Weeks of inclement weather providing road and traffic hazards, weather weary customers and continuing student settling in challenged our driver’s skills and perseverance. The challenge was on for us all to work together to achieve our targets. It was a mighty effort once again with our drivers particularly making good use of improving weather late in the month. The hard work saw us close the month on raw figures achieving two contracts and the third we scored 94.99% missing by a mere 0.01%. It bears thinking about that that 0.01% equalled 24 trips recorded out of 24,333 trips. Late running is often an unavoidable consequence of our roads despite our driver’s skill and efforts and safety should never be compromised. Early trips and some late however can be avoided. It really highlights the importance of EVERY TRIP COUNTS. Thank you all for your contributions to our success. Mark McKenzie and Wayne Spalding Group Service Delivery Managers
Double decker update
Network Planning is also working on building the shifts for the new vehicles. The photos show the frame being constructed at BusTech in Queensland and once completed they will be delivered to
South Granville Depot for the final touches at our end. The first two engines have been installed and flooring completed. The double deckers allow additional passengers on board and will be placed at our known overflow locations. Watch this space for the official launch of these vehicles.
REVESBY RENOVATIONS OUR SMALLEST depot at Revesby is currently undergoing some major renovations to help improve the service delivery and driver’s room facilities. The existing floor plan was gutted, including removing the kitchen and work is on track to complete the internal renovations by June.
AG E ME
NOT ALL men are blessed with the ability to grow impressive facial hair like Taren Point’s Leading Hand Paul Denniss.
AFTER A few delays, we are now preparing to receive our first two double-deckers this Month, followed by another two in June and a further two in July. We expect to start seeing them on the road mid-year. We are currently looking at the M92 route it will be placed on and the best way to optimise their capacity and meet the demands of our peak periods. We are working with RMS to optimise their integration and ensure the routes are clear for the double-deckers.
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Asset management matters
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Planning is also underway to complete the necessary roof work. Here are some of the before and during construction shots. The upgrades will provide our Depot staff with modern facilities and improve the whole look and feel at the Depot.
After eight months of putting those follicly-challenged to shame, Paul decided to put his crumb-catcher to good use and signed up for the World’s Greatest Shave. In exchange for shaving it off, he asked people to donate to help beat blood cancers. With a crowd assembled, an electric shaver was wielded and in a few minutes the beard was gone. 'I just wanted to take this opportunity to thank everyone who gave so generously. Your efforts enabled me to raise close to $786. Not a bad effort considering all I had to do was neglect my face for eight months,' said Paul. Special thanks also goes to the Taren Point Service Delivery Team and the TDNSW Assets team for their support on the day.
Work underway..
Before
Before 5
Depot Digest TRANSDEV NSW NEWSLETTER | MAY 2017
Family Fun Day 2017 THANK YOU to all 700 people who came along on 1 April to our Transdev Family Fun Day at Luna Park.
This year, due to storm damage at our previous venue within Luna Park, we were given access to the Big Top for our event. Even though it was an extremely large space, our staff and families had plenty of room to spread out and no one was left without a seat to enjoy their lunch. Feedback was extremely positive for the change of venue and provided shelter and plenty of space for bigger groups and small children to spread out. We were lucky to have the assistance of some hardworking volunteers from our Service Delivery and Assets teams from each Depot to help manage the crowds, welcome guests and hand out wristbands to staff and their families as they arrived. Many of those volunteers also stayed well beyond their rostered shift – so thank you! The lines were long for our two hardworking face painters and the crowds were well-managed at the registration desk. We thank all who RSVP'd and turned up on the day. Our booking is based on the number of people who RSVP and means that tickets are paid for even if you don’t turn up. Please keep this in mind for next year as this is our biggest event each year and a lot of time and money are put into making it a success. We are also aware that the timing was not the best for many of our drivers who had to work that weekend and we will take that on board when deciding future event dates.
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Depot Digest TRANSDEV NSW NEWSLETTER | MAY 2017
From here and there STAFF SPOTLIGHT with Tilly Loughborough Executive General Manager Customers, Stakeholders and Communications, NSW and Queensland, Acting Managing Director, Transdev Queensland How long have you been working for Transdev? I started in this exciting new role in February this year from the United Kingdom, so I’m only new to the business but so far I’ve been impressed by the willingness of people to engage and get involved. What does your role involve? I look after the customer experience, stakeholder engagement and internal communications functions across New South Wales in both bus and light rail and in Queensland for bus and ferry. I’ve also just been made Acting Managing Director for Transdev Queensland so my schedule is definitely full! I’m still getting to know each business and I look forward to working on exciting projects in the future like the Parramatta Light Rail, developments at Circular Quay, projects in Queensland and looking at Transport On Demand. What were you doing before? Just before I started this role, I finished a six month stint in Dubai working on a metro and tram bid. It was frustrating not being able to spend time outside (not because of the heat... I love the heat!), because there just wasn't the pedestrian infrastructure to do so. Here in Sydney (and Brisbane) I’m once again able to be outdoors and embrace the environment by foot, or public transport and really enjoy it. I feel incredibly lucky to be here in Australia. But I’ve been working in transport for over 15 years, primarily in heavy rail in the customer experience space. What’s it like to work for Transdev? One of the things that drew me to this role were the opportunities in both New South Wales and Queensland that are on 8
the horizon. There is a lot of potential in transport in Australia and that means it is an exciting place to be right now. What do you enjoy about your role? The ability to work across two states, as well as being able to explore and develop ways we can build our customer experience, stakeholder engagement and communications. I’m also lucky to have an extremely competent team working under me, who all have different specialisations and strengths. What are the challenges of your role? It would probably be following the right priorities in the right order and ensuring we are building a strong foundation so we can walk before we even try to run, so to speak. Overall I think the most important thing is the people, and building successful relationships to help us get the best impact across both states. Do you have a standout memory of your time with us? In the short time since my arrival we’ve been
involved in significant media enquiries in Queensland, managing crowds for Seniors Week concerts in Sydney, major service disruptions at light rail, witnessed Meet Our Managers and worked on meeting KPIs for customer feedback for bus. It’s been a busy time! I think the most encouraging thing I’ve been a part of so far was the Family Fun Day at Luna Park. It was so nice to see so many frontline staff and their families come together socially and enjoy the day in acknowledgement of their hard work each day. If you weren’t at work today, where would you rather be? Normally I would say that travel and adventure would be my pick, but I feel pretty satisfied as I’ve only recently settled here in Australia. So in that respect, I’d probably rather be unpacking furniture (which just arrived last week) and getting my place set up properly so I can really focus on the important priorities at work. Beyond that, I’d really like to see more of NSW, Queensland and greater Australia.
People and culture Are you a Journey Maker? TRANSDEV AUSTRALASIA has launched a new Employee Value Proposition Program, which was developed with all Transdev businesses in late 2016. In simple terms, we want to be the Public Transport employer of choice and that’s why they have developed the Journey Makers program. At Transdev we are a community of Journey Makers who connect people across communities in multiple ways. We are people who share spirit, personality and enthusiasm with everyone we encounter and ease the stress of travel, making our customers smile after a long day and go the extra mile. For every person with somewhere to be we have schedulers who get them there on time and without stress. For every family setting out on an adventure our mechanics make sure it is safe and reliable. To keep our customerfocus our procurement teams negotiate the best rates on the latest tech that is transforming travel and reducing the impact on our environment.
At Transdev, we believe public transport plays an important part in how a city comes to life.
Whatever your role is at Transdev, you contribute to improving the journey of our customers, and the positive impact this can have on their lives, their community and our environment. To bring our Journey Makers to life our first set of Brand Heroes were chosen. Our Brand Heroes are the people who will tell our stories via various communication pieces. Our very own Noah Fitch and Dusica Blaskovic (pictured) have featured as part of the launch program. Some of you may even have seen the ads on Facebook to advertise certain roles via the Journey Maker brand. We look forward to sharing this exciting program with you and making you all proud to be a Journey Maker at Transdev!
Journey Makers is number 5 of our Top 20 for 2020 initiatives being delivered to all Australasian businesses.
NEW STARTERS Since our last update we have welcomed four new people to the Transdev team:
Michael Digby Talent & Acquisition Manager
Lionel Navarrete Charter Allocation Officer
Wade Reddacliff Charter Allocation Officer
Kimberly Strike WHS Coordinator
If you haven’t already met them, please make sure you say hello and make them feel welcome.
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Depot Digest TRANSDEV NSW NEWSLETTER | MAY 2017
Customers, Stakeholders and Communications Plenty to smile about A NEW employee training program is on its way and it will change the way we think about and interact with our customers. Going For Smiles is a Transdev program that uses company champions to roll it out to all staff. The program is so important that it will also become part of our induction process for new staff. Our company champions and a few from other Transdev Australasian businesses attended training in March and Customer Information Ambassador Team Leader Lalita Prasad was one of them. She will be one of the people used to roll out the program to Transdev NSW. Here are her thoughts on the training program:
We are all part of a link in the chain. ethics which will assist everyone to deal with challenging situations in a smarter way.
customers by taking initiative and diffusing any situations at first hand.
Understanding our customers, their needs and wants, using problem solving methods and sharing ideas with our managers and colleagues will certainly improve Customer Experience going forward.
Whilst we continue to work towards a common goal, it is possible to make our workplace more enjoyable by focusing on Customer Experience.
We can make our jobs more enjoyable every day, if we choose to have an influence on our
Lalita Prasad, Customer Information Ambassador Team Leader
We are all part of a link in the chain.'
'I had the opportunity to attend a training session for Going For Smiles last month. Going for Smiles is a unique methodology which will promote positive thoughts and actions amongst all employees. The training module covers a wide range of customer
The Going For Smiles training group at the Harbour City Ferries offices
MEET OUR MANAGERS – WAVE 1 SUCCESS ANOTHER SUCCESSFUL round of Meet Our Managers sessions were held in April and May at Bankstown, Hurstville, University of Western Sydney (Milperra) and Hornsby. These sessions are a great opportunity for managers from across our depots to get out and talk to our customers. It is also a lesson in perspective and seeing first hand what our customers experience while using our services. Our managers contributions were highlighted by the feedback received across all four sessions. Meet Our Managers session was also held at Western Sydney University – Milperra Campus for the first time. Student’s feedback provided some interesting points regarding our only Metro Service – M90 that provides the
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Overall, customers are very satisfied with Transdev Bus and appreciate the drivers and CIAs support whilst travelling on the bus. service to the students between Liverpool and Burwood. Majority of the feedback received from the customers were positive with some recommendations and suggestions. Overall, customers are very satisfied with Transdev Bus and appreciate the drivers and CIAs support whilst travelling on the bus. Thank you to all the managers who were able to make time to interact with our customers and drivers. Let’s do it again in our next Wave!
Mohamad Bostaki, Relief Service Delivery Officer speaks to customers at University of Western Sydney
Customers and Communications STRAIGHT FROM OUR CUSTOMER’S MOUTHS: Compliments that make our day Konstantinos Makrillos, Kingsgrove
Leslie Jones, Bankstown
I’ve discovered the drivers of the 452 run between Rockdale and Beverly Hills have a very pleasant attitude towards elderly passengers. I want to especially praise one driver whom I’ve encountered many times and is very helpful and pleasant towards every passenger. I’ve never come across an unpleasant driver on this route. I hope that they keep it up.
I’d like to compliment this driver on his wonderful driving skills. The travel was very smooth and made it a pleasurable journey. I thank the driver for his caring and considerate driving skills.
Wayne Thorpe, Mt Kuring-gai I’d like to compliment the driver of the 8116 Transdev school bus travelling to Northern Beaches Christian School. He also drives the 9116 school bus departing Northern Beaches Christian School after school. My children have been catching this bus for some time and he is such a nice bus driver who always greets the children and acknowledges them when they board the bus. Parents and students appreciate how he recognizes the children as people so everyone behaves themselves on the bus. This encourages the children to do the right thing and they love catching his buses and having him as their bus driver.
Zhabert (Bert) Govarkizbatav, Taren Point Bert is always friendly and helpful. He goes out of his way to make sure the children are safe. One day my daughter left her glasses on the bus and of course they found their way back to us, because the bus driver cares! Thank you Bert!
Con Likoudis, Menai This driver is always polite, very helpful and is a very careful driver. Today there were a couple of people who were using a lot of obscene language and generally trying to cause trouble and this driver handled the situation very well. He was not going to put up with their nonsense and denied them entry onto the bus, in the end wishing them a nice day and then closing the doors on them. He then helped some elderly people getting on the bus with a trolley and offered some good advice and directions to a lady who had missed her bus stop. Overall he is one of the best drivers I have encountered and I believe this driver should be recognised for outstanding service.
Laxman Gurung, Kingsgrove Today I was waiting for my bus 947 at Hurstville. When the 455 bus started to leave, the driver noticed an elderly man who looked confused at his stop. He stopped the bus and came down to speak to the elderly man and said 'Remember me? Do you want to go home? You always catch this bus.' The man looked relieved as he assisted him onto his bus. I was happy to see that your driver was polite and caring of his passengers and willing to assist the elderly. I wanted to make you aware of this valuable driver you have working for your company. He is an asset and a credit to your company.
Hassan Hussayni, South Granville I want to provide positive feedback for this bus driver and although I don't know his name I am very familiar with his service, which I consider to be above all others I've encountered on public transport. I find him to be consistently respectful, considerate and welcoming, greeting each and every passenger and wishing them well as they leave. His driving also considers passengers (waiting for people to sit down before taking off) and other road users (indicating well before approaching a bus stop or when merging with traffic) and I have never had to 'hold on' or 'brace' myself during his journeys. I am sure others feel the same. I hope that he gets the recognition he deserves and would love to hear if this feedback has made a difference.
Compliment for our Charters Team and Drivers Lovely clean buses, calm drivers and well organised to communicate well ahead of time for what they need of us and what we need of them. No near misses/stops/impatience – just great service! Patience with children and clear to staff about staff and children expectations and regarding toilet/moving/noise and regarding staff seating spread to surprise.
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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 Transdev 2020 Healthy Afternoon Teas To help launch the Transdev 2020 Top 20 Initiatives and to celebrate 1 year lost-time injury free we held healthy afternoon teas at our Depots.
Menai
Bankstown
Taren Point
Mt K uring-gai Kingsgove
MYSTERY PHOTO
WELCOME Arlo James Hayes Born 27 April 2017
A few Transdev motorcycle enthusiasts have put together an informal social motorcycle group and have enjoyed a few rides together. If you’re interested in joining them call Paul Caprin on 0412 624 055.
Can you guess who our mystery Transdev person is? Send your guesses to Natalie.peterson@ transdev.com.au. You could win a gift card.
Did you guess the identity of our mystery person?
Congratulations to Ben and Alana Hayes
If you guessed Delia Williamson, WHS Manager, then you were correct! We received four correct guesses so we drew a winner out of the hat – congratulations to Dora Christoforidis! You will receive a Coles/Myer giftcard for your efforts.
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 for inclusion to Natalie.peterson@transdev.com.au 12