Platform 06

PLATFORM for your news and views

Issue 6 | September 2016

AUCKLAND’S RECORD BREAKING MONTH

Zero Harm | Rail Safety Week | All Stars | Zootopia 2

TRANSDEV SEPTEMBER 2016

Message from the MD @MartinJKearney

Welcome to the first issue of the new-look Platform magazine, which we’re now producing more regularly in a shorter format to keep you better updated on all things Transdev Auckland. In addition to printed copies, it’s been designed to be read on computer screens, tablets and smart phones to make the content even more accessible. I hope you like it.

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service we provide. However, we must not become complacent and as customer expectations grow, so must our performance and service levels. We are waiting patiently for news of the future contract and we are optimistic that we will be here for some time yet.

SPADs

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PER MILLION TRAIN KM

From the launch of Transdev Wellington in July to record performance in August and tsunami warnings in September, it’s been an eventful few months since the last issue of Platform.

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SEP 13

Reliability MILLIONS

15 100%

10 SEP 13

FEB 15

AUG 16

We continue to impress our customers and I hope that our ongoing improvements can really show Auckland what a great rail

50%

10% SEP 13

FEB 15

AUG 16

FEB 15

AUG 16

Our safety statistics have continued to improve and SPADs are at their lowest-ever recorded level, while physical assaults have reduced slightly compared to last year. We are expecting to see further safety and security improvements from the Zero Harm team and new-look committee, but they need your help. Find out how you can do your bit on page 14.

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Punctuality

100%

direction. Customers tell us they want to be welcomed, engaged with and well informed during disruptions; the challenge is there for us all.

50%

Compliments 20

10% FEB 15

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AUG 16

On-time performance has surpassed expectations, with August recorded as our highest-ever performing month. Events in the first few days of September quickly brought us back down to earth, but everyone should be proud of August’s punctuality and reliability figures, particularly as patronage reached a new high in the same month.

June’s record 85.8% customer satisfaction results have been followed by a significant increase in customer compliments, with complaints going in the opposite

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AUG 16

MAR 15

Finally I’m excited to announce that on 5 November we will be returning to the zoo! Zootopia was a great experience last year and Nina, Elise and I are looking forward to it this year. More details are on page 18.

Complaints Martin Kearney

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MANAGING DIRECTOR PER 100K JOURNEYS

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October will see bus interchanges introduced to our services which will increase patronage and challenge how we operate. Added to plans to reduce run times next year to increase capacity, we will face more challenges in the coming months but I’m sure we will all work together to succeed.

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SEP 13

FEB 15

AUG 16

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TRANSDEV SEPTEMBER 2016

News Community Matters

Driving rail careers

Thanks to your generosity, over 350 cans and non-perishable items of food were donated to Auckland City Mission’s One Can Two Can appeal in July, while staff from Manukau to Head Office baked and bought for SPCA’s Cupcake Day on 15 August. Transdev staff could also be seen proudly supporting the Cancer Society’s Daffodil Day on 26 August, as demonstrated

by Station Team Leader, Rommel Pereira and Station Assistant, Sylvan Pinto.

Lianne Maskell and Jacinda Lloyd of our recruitment team spoke to over 1,000 Aucklanders about working in rail during Rail Careers Week in September. Thanks too, to everyone who took the time to share their industry insights and experience!

Like father, like son While most of us were watching or reading about Team NZ’s progress at the Rio Olympics in August, our Fleet Performance Manager was in the midst of the action. Murray Gate’s son, Aaron was part of the men’s team pursuit which finished in fourth place, much to the delight of his proud dad and fellow keen cyclist.

With flying colours Our first random alcohol and drugs test took place at Britomart in August, with all tests returned as negative. Thank you to everyone involved for the first time with this new process. Find out more about the programme in Promapp.

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Thanks, Pat! On 28 August we bid a fond ‘adieu’ to Pat James, who retired after 44 years in the rail industry.

Pat spent over a decade training new Drivers and the knowledge he shared with his trainees was invaluable. You’ll be missed, Pat!

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Station upgrades

Train LCD Screen Trial

TE MAHIA: fresh paint and new mural boards installed with help from the local community.

A survey of 500 customers provided great feedback on the LCD screen trial on unit AM144.

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OTAHUHU: longer shelters installed and the third platform build underway. SAVE THE DATE! Community open day: Saturday 29 October.

Loving the new pad!

Customers ask our station staff about all manner of things, so the new iPad installed adjacent to the Britomart ‘Pay Here’ booth has proved an instant hit. Station Team Leader Arama Framhein and the rest of the Customer Experience team now have all the information they need at their fingertips to direct customers to their next destination.

MT ALBERT: new pedestrian overbridge has opened, providing a convenient new link to Mt. Albert town centre.

GLEN EDEN: new, larger parkand-ride facility expected to be complete in October.

ORAKEI and NEW LYNN: Click and Collect trial enabling customers to collect online shopping from the station on their way home.

PARNELL: old Newmarket station building to be relocated onto the platform.

Anti-glare film has since been fitted to the screen to improve visibility and work is underway to see if slightly larger screens could be fitted into the corners. News and weather content will be added once some technical issues are resolved.

Upcoming service changes Holiday period timetables, including Christmas and Boxing Day services, are being finalised.

Work progressing on proposed timetable change for March 2017 aimed at improving operational efficiencies and run times.

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TRANSDEV SEPTEMBER 2016

Auckland’s Record Performance – August First weekday

98.1% 100% punctuality

punctuality day on 8/8/16

LOWEST-EVER complaints

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50% 2.8M more compliments

more passenger journeys in 2016

99.3% 14,712 reliability services LOWEST-EVER SPAD rate

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TRANSDEV SEPTEMBER 2016

POSITIVE

Outcomes 2016 Following last year’s Employee Engagement Survey results we have been working hard to address the issues that were important to you in order to make TDAK an even better place to work.

Thank you all for taking part in the various debriefs, focus groups and feedback sessions – with your input we have been able to make a number of positive changes already, with more in the pipeline.

All-staff Zero Harm launch event

Outlook, Promapp and other training

Org chart on staff intranet

Shared updated uniforms standards and committee minutes

Monthly Business Updates and team briefings Re-instated STL and CR Supervisor meetings Supervisors able to book all meeting rooms Regular career development meetings with your manager Launched ‘Keeping Track’ revamped weekly info sheet Reviewed distribution lists to reduce email traffic 6

Assaults figures shared weekly M anukau security escorts for staff to access cars Online conflict training

Look out for more details on posters and Livewire screens at all staff facilities soon!

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Super Supervisor

ALL STA AWARR D

Platform Supervisor, Varghese Philip (left, with Martin Kearney and Peter Louden) received no fewer than six separate All Star Award nominations highlighting his dedication, professionalism and excellent communications skills dealing with challenging service disruption, making him June’s All Star winner.

Congratulate Philip

WINNERS

All Hail Haile Ticket Inspector, Haile Homboy (left, with William Mudaliar and John MacIver) recently went out of her way to help a young lady who was being harassed by a male customer on board a Papakura service. Haile was nominated for her tactful handling of a potentially very serious situation, which made her July’s All Star winner.

Congratulate Haile 7

TRANSDEV SEPTEMBER 2016

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Māori Language Week

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The theme for Māori Language Week 2016 was Ākina Te Reo – behind you all the way; using Te Reo Māori to support people, to inspire and to cheer on. This year’s campaign may be over (4 10 July) but it’s not too late to give Te Reo a go!

Ka pai hoki koe!

Good on you!

Māori Music Month We were proud to support the inaugural Te Marama Pūoro Waiata Māori – Māori Music Month – an annual month-long celebration of Māori music in August. Te Waiariki Peita and Tayler Thomson Taupo were two of four young artists performing on board trains between Pukekohe and Papatoetoe.

Ka wani kē!

Awesome! Fabulous!

Karawhiua!

Give it heaps!

Give it all you got!

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TRANSDEV SEPTEMBER 2016

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Way Out West for Rail Safety Week Rail Safety Week 2016 was a huge success that saw record staff participation and community engagement levels. The standout safety advocates of RSW were the school children who donned hi-vis jackets and ‘Expect Trains’ caps while enthusiastically participating in platform-based events at Western Line stations.

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TRANSDEV SEPTEMBER 2016

P L AY 15-21 August 2016

Our safety partners TrackSAFE, NZ Police, Auckland Transport and KiwiRail joined forces with Transdev Auckland staff members and pupils from Fruitvale Primary, Gladstone Primary and Waitakere College to spread the 2016 campaign messages. The children helped remind level crossing users that trains could come from any direction at any time, and to always follow the warning signals before preparing to cross.

“Remove your headphones!

Check and check again, both ways!”

The children called out encouragement to their school friends and commuters.

They handed out RSW leaflets, badges and AT HOP card holder phone backs to reinforce the safety messaging and urged senior school children to be role models and set the best example for crossing train tracks safely – looking out for each other became a strong theme for the week. There were many other opportunities to experience RSW, from online videos from NZ Police to TV3’s The Moe Show.

For more rail safety tips and videos check out: 12

facebook.com/TrackSAFENZ

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P L AY

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TRANSDEV SEPTEMBER 2016

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Be a Zero Harm Hero He aha te mea nui o te ao?

What is the most important thing in the world?

He tangata, he tangata, he tangata.

It is the people, it is the people, it is the people.

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TRANSDEV SEPTEMBER

“It’s a Transdev Global first – and we are excited to lead this approach.”

MARTIN KEARNEY Managing Director

“Zero Harm is about thinking safe to be safe; it’s about helping ourselves and each other to identify risk and continuously improve our workplace to ensure it is safe for all.”

JOHN MACIVER General Manager – Safety and Assurance

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2016

Our Zero Harm journey is all about you.

You have the power to influence and improve safety for yourself, your colleagues and our customers.

Transdev Auckland is firmly committed to Zero Harm and ensuring each member of staff returns home every day in the same – if not better – condition than when they arrived. Zero Harm is central to all that we do, underpinned by the reminder to think safe and be safe.

Our Zero Harm campaign supports innovation and improvement in all operational safety activity, with new resources that help staff identify and report hazards quickly and easily. We each play a critical role in making Zero Harm a reality, taking responsibility for reporting any concerns and following them through to completion.

Zero Harm encompasses Rail Safety, Occupational Health and Safety and Security. This approach is supported by our newly-formed Zero Harm Committee and Promapp, our ISO-accredited business process management system, new reporting tools and mandatory injury conversations. The Zero Harm Committee members advocate for continuous improvement and help bring new ideas to the table.

“We are better together,” said Zero Harm Manager, Jess Boult as she outlined the business’ promise to listen, learn, review and improve: “It’s important to report your safety concerns. You’ll find reporting forms

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at all book-ons; your manager or supervisor will always talk you through your report, sign it off with you and then submit it on your behalf. They will also keep you updated on your report progress. Every report will be acknowledged within 48 hours by the Zero Harm Team and then

investigated. The investigation results will be shared with you.”

All Blacks legend Wayne Shelford helped launch Zero Harm on 30 August and emphasised the importance of taking action to minimise risk: “If you get diagnosed

with an injury, get it sorted. If you’ve got the flu, go to the doctor. Don’t leave it for weeks as while you’re getting worse and worse, you’ll be getting tired, becoming stressful and putting other people under the pressure you’re under.”

Help shape our safety culture through reporting hazards and incidents, sharing ideas and challenging the status quo.

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TRANSDEV SEPTEMBER 2016

SAVE THE DATE 5 NOV 2016 FREE zoo entry on the day Gourmet picnic lunch Family entertainment

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FANGTASTIC NEWS! Zootopia is coming back for you! We’re delighted to confirm Zootopia 2 is planned for Saturday 5 November.

Since last year, Auckland Zoo has opened its new Pridelands and African savannah experience, so there’s even more to see and do!

Early bird registration is now open for what promises to be another fun-filled family day!

Please remember, event entry is personalised - so your registration will also need to be confirmed in advance.

Look out for more information!

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2

Sat 5 Nov 2016, 10am –1pm FEEL FREE TO ROAM THE ZOO UNTIL CLOSING.

gourmet picnic Free Zoo entry Go WILD at the Zoo! competitions and prizes! entertainment

Rain or shine we’re going to have a GRRRRREAT time – hope you can join us!

RSVP Please scan and email your completed form to events@transdev.co.nz Need assistance? Ask your book-on admin to email your completed form.

YOUR NAME: STAFF NO.

VEGETARIAN PHONE NUMBER:

PARTNER’S NAME:

VEGETARIAN

YOUR CHILDREN OR GRANDCHILDREN (UNDER 15 YEARS), IF ATTENDING WITH YOU. AGE FULL NAME UNDER

VEGETARIAN

AGE FULL NAME UNDER

VEGETARIAN

AGE FULL NAME UNDER

VEGETARIAN

15YRS

15YRS

15YRS

ZOOTOPIA TICKETS ARE .

LIMITED. REGISTER NOW

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At Transdev, everyone matters. Our company policy is to provide a safe workplace for all. Harassment of anyone, anytime, anywhere is never tolerated.

Report your concerns to zeroharm@transdev.co.nz, call 0508 ZERO HARM (0508 9376 4276), or speak to a trusted colleague, your Manager or Supervisor. Find our Harassment Prevention Policy on Promapp and access our confidential Employee Assistance Program for free, independent support: 0800 360 364.

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PLATFORM SEPTEMBER 2016 ISSUE 6 MANAGING EDITOR

Mary Zefirelli EDITOR

James Gillson CONTRIBUTOR

Hoani Muller

DESIGN

MakeReady

L L A R A SAT D R A W N

W! O N E T OMINA

DO YOU KNOW AN ALL STAR? SOMEONE WHO IS EITHER A SAFETY, SECURITY, PERFORMANCE OR CUSTOMER ALL STAR OR ALL OF THE ABOVE?

E IN H S M E H T T E L O T TIMABEOUT THEM AND THEY COULD BE IN TO WIN A TELL US PREZZY CARD Transdev Auckland Level 7, Citibank Centre 23 Customs Street East Auckland 1010 ― www.transdev.co.nz @TransdevAustNZ company/transdev-auckland

THERE WINN ’S ONE ER MONT PER H!

ALL STAR WINNERS GAIN AUTOMATIC ENTRY TO THE TDA GOLDEN STAR AWARDS!

Entries close on the 10th of each month.

Look out for more info on the intranet and at book-ons or email allstars@transdev.co.nz