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Issue 7 | November 2016

Roarsome Family Fun at Global Safety Award | Have Your Say | New Southern Network

TRANSDEV NOVEMBER 2016

Message from the MD @MartinJKearney Martin.Kearney@transdev.co.nz

Welcome to our November issue of Platform magazine, now available in a shorter format every two months.

I am delighted to report that we continue our improvement, specifically in our areas of focus regarding safety, performance and customer experience. Our staff engagement survey is now open until 9 December and I hope that the improvements we have put in place over the past 12 months will be reflected in the results, which will be shared with you by the end of January.

I was encouraged to hear Phil Goff’s ideas on the future of transport in Auckland when we met in early October. Meeting so close to the conclusion of the election showed how much he takes transport issues seriously, and I look forward to working with him as our new Mayor.

Our Senior Management Team is now back to its full contingent following Kelly Tang’s arrival as our new Manager – Contracts. I am sure Kelly will make a positive difference to our operation and will be able to spend some time meeting as many of you as possible.

René Lalande, Transdev Australasia’s new CEO, visited us early in October and was impressed with how our operation is performing. It was great for him to be able to present our latest Transdev global safety award to the TSOs and Train Crew Managers and witness the improvements you are all making. Unfortunately we had a SPAD in October, but this was the first in over 100 days and the longest period without a SPAD for over six years.

SPADs

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PER MILLION TRAIN KM

It is important for me to keep you up to date with the future of our contract even if I have no new news to share! At this stage we are still waiting for news of what to expect from July 2017. I understand this can be frustrating for many of you, but I assure you that I will let you know as soon as I have any information from Auckland Transport (AT).

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Our performance early in September and October struggled through tsunami warnings, train and infrastructure failures and many other incidents. We were pleased to see how well we recovered to finish both months with great performance figures. This is even more impressive as we reduced the turnaround times at Papakura to increase the number of trains available and improve capacity.

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We also witnessed the opening of Ōtāhuhu interchange on 30 October. November has started extremely well and we all hope to be recording some new performance records very soon.

Patronage

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Patronage continues to grow and our customers are more and more pleased with our services which is testament to the efforts and teamwork of each and every one of you.

Even more pleasing are the compliments we continue to receive from customers. September was a difficult month, but we still received more compliments (20) than any other month this year; proof that the way we perform and communicate with customers during disruptions is improving all the time.

Compliments

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Reliability

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Since the last issue of Platform magazine, AT’s latest customer satisfaction results have been published and contain some great news for us, with the overall rail satisfaction score increasing yet again to 87.4%.

Customer Satisfaction

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We received a slight increase in customer complaints In September (191) due to the unfortunate disruptions we experienced.

However, in October we received our second fewest complaints (148) of 2016, which was 25% fewer than the same month last year.

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Complaints

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I hope that those of you who joined us at Zootopia 2 on 5 November had a great time – Elise and I certainly did. It was great to see so many staff and their families enjoying themselves and meeting up with colleagues outside of work for a change!

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Martin Kearney MANAGING DIRECTOR

10 50% JUN 14

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TRANSDEV NOVEMBER 2016

Going global

New Transdev Australasia CEO, René Lalande, visited us in October just a few weeks after joining us from Bombardier Transportation Australia, where he was CEO from 2013. René brings extensive international experience to Transdev, having previously worked in the public transport, automotive and aerospace industries in Canada and Mexico.

René was extremely impressed with our performance and customer satisfaction results, in addition to our

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award-winning safety record. René was taken on a cab ride to Wiri for a tour of the depot before flying south to catch up with our colleagues in Wellington.

During his visit René took the opportunity to present our latest award for SPAD reduction to TSOs and Train Crew Managers.

Colleagues from 19 countries spanning five continents voted Transdev Auckland as winner of the Transdev Global Award for Safety Performance Improvement.

HAVE YOUR 14 Nov – 9 Dec 2016 CONFIDENTIALITY GUARANTEED

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VOICE YOUR OPINION

SUPPORT STARSHIP FOUNDATION

SCORES PUBLISHED IN 6 WEEKS

All results shared by end of Jan 2017

HELP SHAPE OUR BUSINESS

WIN PRIZES 5

TRANSDEV NOVEMBER 2016

ISO far, ISO great International Organization for Standardization (ISO) accreditations demonstrate to our staff and customers that we follow the highest international standards in everything we do; from quality of service to environmental impact.

Our annual audit was conducted in October by Telarc, New Zealand’s leading certifier of quality, environmental, food and occupational health and safety management systems.

The audit was a huge success and saw our ISO accreditations maintained without the need for any corrective actions.

We received a glowing report from the Telarc auditors, who were hugely impressed with the staff members they spoke to and the year-on-year improvements they saw across the business.

Thank you to everyone who took part in the process and contributed to this great result.

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87.4% 85.8% 83.6% SATISFYING

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Women in Rail Big thanks to those of you who participated in the ‘Women in Rail’ focus groups and online survey.

90% said they would recommend Transdev to a female friend or family member.

This gives us a great platform to attract more women into the rail industry.

We always seek to recruit the best candidate for our roles regardless of gender and we hope this focus will enable us to attract an even greater number of high-quality candidates.

RECORDS

For the third successive quarter rail customer satisfaction set a new record in September, with

87.4% of passengers happy with our performance.

This is up from 85.8% in June and 83.6% in March, and a 4.1% increase year-on-year. Staff

friendliness/helpfulness rated highly at 91%, while

the service attributes that we control or can influence have all seen positive increases.

Most satisfying is our Net Promoter Score; the likelihood of a customer recommending a trip.

Over 1 in 5 customers (21%) would recommend train travel to others, compared with bus at 3%.

Three years ago during the diesel-EMU transition, 22% of rail customers would actively dissuade others from using the train, showing just how much we’ve improved.

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TRANSDEV NOVEMBER 2016

“Auckland is moving towards a simpler and more integrated public transport network. Bus and train transport hubs like Ōtāhuhu are at the heart of this transformation. The New Network will allow passengers to simply turn up and go and not have to plan their trips around a timetable.”

Dr Lester Levy, AT Chairman

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South Central One of the biggest changes in Auckland’s bus and train operations swung into action in South Auckland on 30 October with the launch of the New Network; a simpler, more integrated network that will completely change the way people travel.

Central to the New Network is Auckland’s newest transport centre at Ōtāhuhu Station, which was officially opened by Transport Minister Simon Bridges, Auckland Mayor Phil Goff and AT Chairman Dr Lester Levy (above).

The $28m station will see frequent bus services from across South Auckland, Pukekohe and Waiuku deliver commuters to stations like Ōtāhuhu at least every 15 minutes, 7am to 7pm, seven days a week to continue their trip by train or on another bus.

The design of the new Ōtāhuhu Station reflects the history of the area and the site’s importance to local mana whenua as a historic portage for waka. Māori art and design is displayed throughout the station site with three key artworks integrated within the building.

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TRANSDEV NOVEMBER 2016

Pukekohe progress Customers in the Franklin community and beyond should soon see the benefits of the new $15.4m Pukekohe Station upgrade. Improved station facilities include integrated bus stops, new overbridge, additional ticket machines, 24 hour CCTV and improved car and cycle parking.

Power Bill In September the Government introduced an Amendment Bill which set out powers for enforcement officers on public transport. This Bill, which should be passed by April/May 2017, is a major step forward in reducing fare evasion and, subsequently, assaults to our staff. For more information about the Bill click here.

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Bob’s back!

The Customer Experience team welcomed Bob Chen back to work in October with a celebratory cake

at Britomart. Bob's colleagues were all as pleased to see him as our customers.

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Be a hero Report all injuries as soon as they happen and have an injury conversation with your Manager. Tell them about what happened and how you’re doing now, so we can support your recovery and get on with preventing the same thing from happening again to your colleagues or customers.

Thank you!

Just the ticket The Ticket Inspector team building day on 4 October was a great success, with staff coming together to share best practice on providing great customer service. Some great ideas and themes came out of the day, from smiling and greeting every customer to coming up with a new joke every day!

“Help whoeve r I can.”

“Come to work happy.”

“Find the goo d in everyone!”

“Be the best I can be.”

Crowd pleasers

0508 ZERO HARM 0508 937 6 4 2 76 zeroharm@transdev.co.nz

Eden Park witnessed history on 22 October as the All Blacks defeated the Wallabies in the final Bledisloe Cup match of 2016 to make it a record 18 straight test victories. Nearly half of the capacity crowd took advantage of the special rail services laid on for the occasion, with 35,000 trips made to and from Kingsland for the recordbreaking game.

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Big thanks to all involved in helping so many ABs fans enjoy this momentous occasion.

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TRANSDEV NOVEMBER 2016

All Star Performers Operations Supervisor, Steven Avery, went out of his way to clean an EMU which had been tagged with expletives in September.

Wearing protective gear, Steven did everything he could to remove the tagging as quickly as possible, preventing the unit being taken out of service or the colourful language causing offence. His commitment to and pride in upholding our high levels of service made him September’s unanimous All Star winner.

ALLR STWA ARD

A INNERS W

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At New Lynn Station, Customer Service Officer Sasha Hemana helped a man who was involved in a motorbike accident. He had a suspected broken back and couldn’t be moved, so Sasha and Julie Lamont managed to move the heavy motorbike – which was leaking fuel – away and slid a rubbish bag between him and the leaked petrol.

The man went into shock, so Sasha took off her jacket to warm him until the ambulance arrived. Sasha’s quick thinking and actions made her the standout choice for August’s award.

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Golden Stars Steven and Sasha were two of an Auckland-record 124 nominations submitted for the 2016 Golden Star Awards – the most of any Transdev Australaia business and a 300% increase from last year!

The standard of nominations was incredibly high, making the judges’ decision harder than ever before.

This year’s winners will be announced in December, with the Golden Stars being flown across to Melbourne for a special celebration.

To see an example of our awesome nominations click here.

Thank you for taking the time to recognise your colleagues’ contributions to the team!

Please remember to send your All Star Award nominations to allstars@transdev.co.nz.

All nominees gain automatic entry to the Golden Star Awards.

September smiles September was a challenging month, with rolling stock failures and a tsunami warning. However, “The people at we still received more compliments Kingsland made the (20) from customers than ever transition really fluid and before, showing what a smile, dealt with the hordes of helping hand and tidy uniform us calmly and professionally. mean to our customers.

Very professional all up.

Made me proud of our public transport.

Thank you.”

“My sincere thanks to Clarence, who returned my son’s lost saxophone which he’d left on the train home from school. He was “Ernie is so helpful extremely friendly, helpful and smiles and says and courteous. He went well ‘Hi’ if he recognises you ‘above and beyond’ to as a regular traveller. He help us out.” has a really kind, open manner.”

Fashion forward Dedicated followers of fashion flooded the Eastern Line over the first weekend of October as both H&M and Zara opened at Sylvia Park. Thanks to additional 6-car services Auckland’s fashionistas were able to travel as smartly as they dressed.

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In the jungle, the mighty jungle, the lion cubs sleep well tonight!

After a fun-filled day at Auckland Zoo, the 750 staff and family members who attended Zootopia 2 certainly slept well that night!

Kids got involved in the fun from the moment event packs were collected by Transdev parents and grandparents, each crammed with competitions, prizes and details for the day of family fun ahead.

The big kid in us all well and truly came out to play on 5 November as guests were greeted by the Zooper Explorer and his bag of tricks – unicycling, knife juggling and much more – alongside jungle fairies, bouncy castles and face painters.

Selfie frames, wild props and giant thrones were put to good use as families struck their best jungle poses for the photo competitions, under the watchful eye of two life-sized tigers standing guard!

After collecting their U12s Survival Kits – which produced 10 lucky Willy Wonka-style golden ticket winners – and delicious gourmet picnic lunches, families headed back out of the Old Elephant House for even more adventures and exploration.

Herds of Zootopians could still be spotted on the Zoo’s lush plains late into the afternoon as the sun began to set on yet another Transdev family fun spectacular. Thank you for making it such a zooper day and roaring success!

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Patrick Fa’atele and his family (above) used the picture frames and props to great effect; the Fa’ateles were the pick of 46 entries and won a $260 Zoo Family Pass!

GOLDEN TICKET Sienna Jordan was one of 10 lucky winners of a $50 Zoo Adoption Pack after finding a golden ticket in her U12s Survival Kit! 16

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HUNGRY HERD Congratulations to Isaac Broome who won a $260 Zoo Family Pass for his family!

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COLOURING COMPETITION

The standard of this year’s colouring competition was ROARsome, with 86 entries in total! After much deliberation, the judges selected 10 year-old Dakota Southcott’s (above) as the best, winning a $50 Zoo Adoption Pack.

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“WE ARE MERELY LOOKING”

48 entrie

CAPTION THIS

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We had 48 great entries for the caption competition, but Wendy Barnard won by a WHISKER with her caption to claim a $50 Zoo Adoption Pack.

ZOOPER FUNNY ANIMALS 31 entries With 31 fantastic entries it was tough to pick a winner, but 8 year-old Areesha Peerbhoy (above) won a $180 Zoo Flexi Pass with her great description and drawing of her favourite animal: the TIGER! With such FIERCE competition, Highly Commended prizes were also awarded to over 20 children!

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FEEDBACK TIME Thanks to Whitney Chung for the following feedback which won her a $260 Zoo Family Pass! “It was lovely to catch up with so many co-workers in such a relaxing environment!

Apart from the zoo fun itself, my husband enjoyed the picnic lunch very much and was surprised how good and nutritious it was! My boy Raymond loved his survival pack so much he held on to it the whole day at the zoo! My little girl Stella had a great time trying to blow bubbles and munching on the lollies whilst excited about all the cute animals. I am very proud of our company and the events team for all the well-organised arrangements before and during Zootopia. Hope it is an annual or more frequent event.

Awesome job, thank you all!�

What an awesome day.

My family loved it!

JONATHAN TULITT

Thank you for an awesome day at the Zoo! ANNELIESE & KEVIN KOMITI 20

We had a blast!

PATRICK FA’ATELE

My family and I had a fantastic time!

CHRIS DAVIES

The Old Elephant House was such fun!

MOIRA ALLEN

What a ZOOperb day!

DERYCK FREELAND

Another amazing day, kids had a ball – and me too!

RACHAEL BURNETT

Everyone had the best time. See you next year!

BALRAM DEWAN

Certainly was a great family day out – thanks, Transdev!

DENISE NIUIA

Wow wow wow what a great outing!

CHAITTANYA PATEL

Lovely day. Yummy food.

Well organised. Thank you!

LOGAN BURLING

Thank you for a ROARsome event!

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TRANSDEV NOVEMBER 2016

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42km Perks aplenty

Marathon effort Over 13,000 people took to the streets of the city on 30 October to take part in the 2016 Auckland Marathon.

Locomotive Engineer, Simon Walbran (above) completed the gruelling 42km route in under four hours, while John MacIver, our General Manager – Safety & Assurance and Customer Services Officer, Frances Kuiper completed the half marathon course. Great effort all round!

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If you’ve been inspired by the running exploits of Simon, John and Frances, why not take advantage of 20% off footwear at Shoe Science stores?

With offers at Les Mills, Specsavers, PB Tech and ANZ, plus free rail travel in Auckland and discounts for family members, there’s something for everyone – find out more on Promapp.

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Festive Spirit With your support

OVER $22,000 has been raised for our Spirit partners so far this year!

Thank you!

Your contributions through the payroll giving scheme and donations helped so many great causes, from purchasing equipment like heart dialysis machines to providing food for families living in desperate need. Your contributions make a real difference in our community.

Angels wanted: 1-15 Dec We’re back at it again this Christmas, encouraging all staff to ‘become someone’s angel’ for the Auckland City Mission Santa’s Helpers Appeal.

You can support this wonderful initiative by donating funds or new, unwrapped Christmas gifts for all ages (children and adults) between 1-15 December at Book-ons and Head Office Reception.

Look out for more information on how you can get involved, or contact us at events@transdev.co.nz 23

PLATFORM NOVEMBER 2016 ISSUE 7 MANAGING EDITOR

Mary Zefirelli EDITOR

James Gillson CONTRIBUTOR

Hoani Muller

DESIGN

MakeReady

ALL 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, Citigroup 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