Platform 09

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19M

Issue 9 | May 2017

RACING TO TOP SPOT

New Records | 2020 Vision | Journey Makers | Family Fun

T R A N S D E V M AY 2 0 1 7

Message from the MD michel.ladrak@transdev.co.nz

Our performance record over the past two years proved to Auckland Transport (AT) that we are the best party to keep delivering the high standards that Auckland’s rail users have come to expect. The 30-month contract extension and variation agreement is testament to everyone’s hard work. The extension aims to improve performance further and comes with potential changes to the rail delivery model. We are working closely with everyone involved to ensure the best possible outcome for all.

With patronage growing by nearly 18% over the past 12 months – now more than 19 million annual passenger journeys – the changes introduced with our new timetable in March were necessary in order to help the network cope with the burgeoning demand.

Patronage

20

with some roster issues, which we are currently addressing. We have managed to keep punctuality and reliability figures in the high 90s since 12 March, which is a fantastic achievement given the level of change involved. You should all be proud of the role you are playing in transforming the journey of many customers. All of us are true Journey Makers.

Punctuality

10 MILLIONS

100%

0

MAY 14

NOV 15

APR 17

Thanks to months of considered planning the new timetable was implemented successfully, albeit 2

50%

0%

MAY 14

NOV 15

APR 17

Reliability 100%

50%

0%

MAY 14

NOV 15

APR 17

Our recent performance is even more impressive given the number of incidents we have had to deal with; from points failures and broken rails to door issues and line side fires, plus big events like the Adele concerts and the Masters Games swelling customer numbers. It shows that our ability to manage and recover a high frequency service has improved significantly from a few years ago.

I S S U E 9 P L AT F O R M

Customer Satisfaction

100%

50%

0%

JUN 14

APR 15

MAR 17

Customer Complaints

30

PER 100K JOURNEYS

Aucklanders have certainly appreciated your efforts, as shown in the results of AT’s latest customer satisfaction survey (see page 4), with train above ferry for the first time!

Complaints did increase slightly with the new timetable but that was to be expected; we are all creatures of habit and don’t always like it when our daily routines are changed.

Crowding is an ongoing concern and we are constantly looking for clever solutions to increase capacity.

The latest timetable added 700 more seats to the morning peak and overall our customers are delighted with our service.

help and support people who have a tough time just by asking: “Are you OK?” Sadly, the importance of the day was emphasised by the fatalities at Ranui in April and Te Mahia in May. Our thoughts are with the families and train crew involved. I know we have the arrangements in place to ensure they get all the support they need.

15

0

NOV 14

JAN 16

APR 17

As we all know, SPADs are a leading indicator of a rail operator’s safety performance, which is why the increase in incidents since the end of last year was a real cause for concern.

I am pleased to see this trend has been addressed following initiatives introduced by the Safety and Service Delivery teams and hard work from our Drivers, TSOs and Train Crew Managers. Furthermore, April was a SPAD free, injury free and assault free month; a really good result.

I was pleased with the rollout of New Zealand’s first R U OK? Day; an important initiative, because we can

Finally, Head Office will be moving to L6 HSBC building following AT’s move to the Vodafone building near Victoria Park. The new openplan setup will significantly improve communication and workflow, while also saving taxpayers a bit of money.

I look forward to seeing you in our new home and out on the network soon.

Michel Ladrak MANAGING DIRECTOR

3

T R A N S D E V M AY 2 0 1 7

All hail rail

1st: 92.1%

2nd: 89.9%

AT’s latest customer satisfaction survey results saw rail ranked above ferry as Auckland’s favourite mode for the first time ever!

Our fifth quarterly increase in a row took us to 92.1%, the first time rail has gone over 90%.

Thank you all so much for the hard work you’ve put in – our customers certainly appreciate it, as you can see from the spike in compliments we received in April!

4

3rd: 86.3%

Customer Satisfaction 100%

90%

80%

DEC 15

TRAIN

AUG 16

FERRY

APR 17

BUS

Communications Guidelines

The shots will be used in recruitment marketing and communications campaigns to promote Transdev, across print, broadcast, and digital platforms.

Posters, billboards, magazines, newspapers, advertisements, bus sides, website banners, website images, social media, invites, publicity releases and within shots will beall used in recruitment and communications pressThe coverage are places you mightmarketing find photography stills.

I S S U E 9 P L AT F O R M

campaigns to promote Transdev, across print, broadcast, and digital platforms.

To kick-off Journeymagazines, Makers campaign, you have helped bus us identify 24 Posters,our billboards, newspapers, advertisements, sides, website brandbanners, heroeswebsite from across our businesses (12 female andreleases 12 male). images, social media, invites, publicity andThese withinpeople press the coverage are all placesand youvalues might find photography all reflect essence, pillars of what it meansstills. to be a Journey 1 Safe@Transdev – Everyone, Always Maker.

To kick-off our Journey Makers campaign, you have helped us identify 24 from to across our businesses (12 female and 12 male).

These still people Herebrand are a heroes few points remember if you commissioning further 2 are Boosting Our Operational Service all reflect the essence, pillars and values of what it means to be a Journey photography featuring Transdev Journey Maker ambassadors:- (‘BOOST’) Transformation Maker.

• Capture of facial expressions relaxed, candidfurther poses, Here area avariety few points to remember if youand commissioning stillincluding 3 are Investing in Transdev Training talent lookingfeaturing direct toTransdev camera Journey photography Maker ambassadors:-

I AM A I JOURNEY AM A MAKER JOURNEY

• Capture a variety of facialperson expressions relaxed, candid poses, including • Look to include the whole in shot – losing elbows, parts of the 4 the and Implementing Genius looking direct camera headtalent can be difficult to to use/manipulate

5

Journey Makers

Look to whole person in the – losing • Be• aware of include lightingthe – avoid harsh sun orshot talent in theelbows, dark parts of the head can be difficult to use/manipulate

MAKER

6 toSharing • Have a clear focal ‘point’ and purpose the photoOur Knowledge & Services • Be aware of lighting – avoid harsh sun or talent in the dark

2020 Vision

• Avoid anyaobstructions in the • Have clear focal ‘point’ andforeground purpose the photo 7 toImproving Our Asset

Management Capability Should any questions regarding this guide or the photography of • you Avoidhave any obstructions in the foreground your content, the Transdev People and Communications team is available to Should you have any questions regarding guide or the photography of 8 this Improving Service Planning, answer your questions. Our contact details are at the backOur of this document.

your content, the Transdev People and Communications team is available to answer your questions. Our contact detailsRostering are at the back&ofScheduling this document. Capability

9 Every Day Counts: Our Please refer to the Transdev Brand guidelines developed

by TransdevImproving Group Please refer to theonTransdev guidelines developedetc.

by Transdev Group (Paris) for direction how weBrand use our logo, typeface Attendance at Work (Paris) for direction on how we use our logo, typeface etc.

10 Better Managing Our Insurance

27 Communications Toolkit | May 2017 Premiums 27 Communications Transdev Australasia CEO ReneToolkit | May 2017 Lalande set out the region’s 11 Driving Diversity & Inclusion priorities for the coming years with 12 Engaging Our Frontline People the publication of ‘Top 20 for 2020’.

We will be sharing more information on each of the 20 initiatives here in Platform and across our staff communications channels – keep a look out for the ‘Top 20 for 2020’ icon.

Read more about the initiatives in the Our Journey brochure on the staff intranet.

Rene introduces the Top 20 for 2020 in this short video

13 Visualising Our Daily Work 14 Reducing the Red Tape 15 Business Planning Framework 16 Creating Customer Service

Standards 17 Engaging Our Stakeholders 18 Innovation at Transdev 19 Transdev’s Thought-leaders

P L AY

20 #socialmedia@Transdev

Hannah, Depot Lead Driver at Transdev Hannah draws great satisfaction from her role in connecting the city.

Journey Makers

“I love the feeling of belonging something bigger than the network Hannah, Depot Lead Driver attoTransdev I serve.

I’m satisfaction proud to play a role in moving millionsthe ofcity. customers safely, Hannah draws great from her role in connecting and on time.”

“I love thereliably feeling of belonging to something bigger than the network I serve. I’m proud to play a role in moving millions of customers safely, reliably and on time.” #transdevjourneymaker #transdevjourneymaker

At Transdev we are all Journey Makers; people who make trips memorable and connecting communities in multiple ways.

Transdev Australasia’s new recruitment campaign aims to showcase the multifaceted public transport industry by sharing the experiences of our people.

The campaign will feature ambassadors from each Australasian business, including Roster Coordinator, Jacqui Natana and Communications Advisor, Hoani Muller from Auckland.

For more info visit transdev.co.nz/careers 5

T R A N S D E V M AY 2 0 1 7

Driving Diversity & Inclusion

Women in rail Sally Husband (left) was Auckland’s first certified female EMU driver before her current role as Train Crew Manager. While more women are joining the rail industry than ever before, train driver roles are still strongly male-dominated.

Sally was interviewed by Paperboy magazine in February as part of our campaign to encourage more women to seek out careers in the rail industry.

If you missed the printed copy you can read Sally’s interview online.

Sandra Mobberley and Alana Wymer are looking to become our next female drivers having joined the latest driver school in May (pictured left with Ron Ward, Rod Turner, Zac Husband and Attie Lues).

Do you or someone you know want to follow in Sally, Sandra and Alana’s footsteps? Contact jobs@transdev.co.nz or visit transdev.co.nz/careers for more details.

6

I S S U E 9 P L AT F O R M

17 98.4% 119.1 M 89.6% PUNCTUALITY

PASSENGERS

A French toast

Engaging Our Stakeholders

representatives from AT to toast 14 years of working in partnership.

CUSTOMER SATISFACTION

AWARD-WINNING SAFETY RECORD

9 9.4% RELIABILITY

1. 3 BN 1.1M

PASSENGER JOURNEYS

Thierry Mallet, Transdev’s global CEO and Zone Director, Laurence Broseta flew in from Paris for a visit to Auckland with Australasia CEO, René Lalande at the start of February (above, inset).

SERVICES

in partnership

During their stay Thierry, Laurence and René met our senior management team and

The following afternoon was spent at Wiri, where they got a firsthand insight into our operation, including a session in the simulator under the tutorage of Training and Competency Manager, Grant Dowie (above). Don’t be surprised to see Thierry or Laurence in one of our drivers schools in the future!

7

T R A N S D E V M AY 2 0 1 7

Following last year’s win for our SPAD reduction record, Transdev Auckland has once again been recognised by the New Zealand Workplace Health & Safety Awards – this time for our Zero Harm campaign. Winners will be announced on 31 May.

Peer praise Lest we forget Uniformed service personnel, veterans, RSA members and SuperGold holders were given free travel on 25 April – the 101st Anzac Day – in order to pay their respects at services across the city.

This year is the centenary of the Battle of Passchendaele. By midday on 12 October 1917, 840 Kiwi soldiers were dead and many more seriously wounded a few kilometres east of the historic town of Ypres. It remains the greatest loss of New Zealand life in a single day.

The people of Belgium are eternally grateful to the New Zealanders who died for their freedom.

8 IMAGE COURTESY OF THE NATIONAL ARMY MUSEUM OF NEW ZEALAND, NAM.NZ 1991.2558

Our colleagues in Australia have also enjoyed some recent awards success.

Harbour City Ferries (left) won ‘Best Internal Communications or Change Management’ Award at Australia’s biggest PR and communications awards for their video newsletter, while Buslink VIVO was a finalist in the Innovation category of the Australasian Road Safety Awards.

To all those who fought and died – we remember them.

New Zealand sent more men to fight in the First World War per head of population than any other nation.

Learn more about them at the Auckland War Memorial Museum’s Online Cenotaph.

I S S U E 9 P L AT F O R M

ISSUED 30.04.17

Aced April

MONTHLY SPAD UPDATE

ISSUED 30.04.17

SLIPPERY WHEN WET

WE'RE BACK ON TRACK

0

Congratulations on achieving our safest work month on record!

SPADs ISSUED 30.04.17

MONTHLY UPDATE HOW AREINJURY WE TRACKING?

With no SPADs, recordable injuries or assaults in April, we have taken a big step towards making Transdev Auckland a Zero Harm workplace.

Winter is around the corner so please take extra care – rain and colder weather can make surfaces slippery under foot and affect train stopping distances.

APRIL 2017

5 SPADs THIS YEAR

42

1

DAYS SINCE SPAD

APRIL 2016

0

RECORDABLE INJURIES

SPAD IN

THANK YOU

ISSUED 30.04.17

HOW ARE WE TRACKING? MONTHLY INCIDENT UPDATE APRIL 2017

5 RECORDABLE INJURIES THIS YEAR

30

6

ZERO HARM DAYS IN APRIL 2017

RECORDABLE INJURIES IN APRIL 2016

0

INCIDENTS

BE CAUTIOUS – LOOK OUT TREAD CAREFULLY – TAKE HEED WATCH YOUR STEP WHEN SURFACES ARE WET!

* Recordable injuries are those that result in lost time, restricted work and/or medical treatment (other than first aid). This measure of injury severity is consistent across all Transdev Australasia businesses.

HOW ARE WE TRACKING?

REMEMBER: S-T-R-E-T-C-H before you start work to lessen the chance of injury!

8 INCIDENTS THIS YEAR

-4 YEAR ON YEAR COMPARISON

3 INCIDENTS IN APRIL 2016

Rumour Has It that we broke two records on Thursday 23 March; the biggest crowd for a Special Event and the highest daily patronage ever.

Head Office staff responded to the Need You Now call from Colin Somerville to help station staff and train crew manage the hordes of customers who were Chasing Pavements to Britomart Station (left).

Thanks to the One and Only you (and Someone Like You) we transported 26,800 people to Penrose for the first of three Adele concerts at Mt. Smart Stadium, Turning Tables on the records set When We Were Young during the Rugby World Cup in 2011.

Unfortunately those attending the final Sunday concert saw the Skyfall and were left Rolling in the Deep puddles as Adele was unable to Set Fire to the Rain, but it was all Water Under the Bridge as they left the stadium full of Hometown Glory.

9

T R A N S D E V M AY 2 0 1 7

Male locker room

Grand designs The City Rail Link (CRL) enabling works at Britomart will create new facilities for our staff.

Here’s a sneak preview of the shiny new facilities at platform level that our teams can start to enjoy from August 2017.

Female locker room

Complete end of Aug 2017

To keep up to speed with the CRL project visit the AT website.

Staff lunch room

Quiet room

Complete end of Feb 2018 10

I S S U E 9 P L AT F O R M

Male toilets

It ’s my responsibility Female toilets Week ate Rail Safety Help us celebr stay safe. to ty ili sib the respon – we all share

Complete end of Nov 2017

#RSW2017

www.tracksafe.co.nz

SAVE THE DATE

TSO & OBS office

TCM office

Platform staff & Station Team Leaders office

14-20 AUGUST 2017

Complete end of Feb 2018 11

T R A N S D E V M AY 2 0 1 7

12

Over 260 staff and family members – a record turnout – donned their ‘Train Hard, Run Faster’ t-shirts and headed to Madills Farm on 5 March for our Round the Bays Family Fun Day. With a third of the attendees having run or walked the 8.4km route, there were plenty of mouths to feed! Once again the events team had laid on a fantastic feast for all, with sumptuous salads and delicious deserts complementing the gourmet BBQ which was well tended by a crew of willing chefs.

The entertainment was fun-tastic thanks to face painters, a unicycling, table-balancing, juggling circus performer and old-school races and games for all ages.

Congratulations to everyone who completed the course and to our lucky prize winners.

PRIZE WINNERS: • Phoebe Phan • Lisa Chhiba • Denise Banks • David Phillips • Grant Dowie • Aron Brightmore Thanks to everyone who helped make this event such a success, and to those staff who were rostered on and helped keep Auckland moving.

We’d love to see more staff completing the course next year – it doesn’t matter if you walk or run the course, it’s just heaps of fun and a great way to get fit! Contact events@transdev.co.nz to register your interest in Round the Bays 2018.

13

14

GRAND

PRIZE

R

WINNE

Phoebe Phan

15

16

We are committed to Zero Harm in the workplace and at home.

Our Zero Harm journey is all about your wellbeing; being healthy and happy, functioning well and feeling safe. Events like Round the Bays are a great way to improve wellbeing by getting active, socialising with colleagues outside of work and spending quality time with family.

EAT

It can be difficult to balance time with family and friends, resting, TRAIN being productive at RELAX work and maintaining REPEAT your wellbeing. That’s why our new wellbeing programme will offer you support at every stop along your Zero Harm journey, with learning opportunities, fun events and some fantastic prizes on offer.

SLEEP

Look out for more details soon!

17

T R A N S D E V M AY 2 0 1 7

R U OK? Day We got behind New Zealand’s first Rail R U OK? Day on 20 April to encourage everyone at Transdev to give a helping hand to colleagues that might need a bit of support.

The R U OK? campaign, which aims to reduce the risk of suicide, was 18

created by the son of an Australian sportsman who took his own life.

The Zero Harm team – ably supported by volunteers from across the business – was out in force at Britomart, Head Office, The Strand, Newmarket, Wiri, Papakura and Henderson to raise awareness of the importance of asking a colleague: “Are you OK?” This simple question and the resulting conversation can make a big difference; showing someone that you care might even save a life.

For more info on R U OK? visit ruok.org.au or contact the Zero Harm team

0 50 8 ZERO HARM 0 5 08 9 37 6

4 2 7 6

zeroharm@transdev.co.nz

I S S U E 9 P L AT F O R M

You’re All Stars!

JANUARY 2017

FEBRUARY 2017

MARCH 2017

Moira talked to a young female customer who was contemplating suicide, helping relieve her of the immediate anxiety before calmly taking her away from the hazard of the railway line. The young woman came to Britomart a few weeks ago to thank Moira for helping save her life, which speaks volumes for how well she handled such a delicate situation.

Julie went out of her way to help an elderly customer obtain ID and a gold AT HOP card – a long-standing source of frustration that had previously led him to lash out at staff. When Julie took Richard to the New Lynn WINZ office they also found out that he qualified, but had never claimed, for National Super. He is now a happy traveller and the network is safer for our staff as a result.

Service cancellations and staff sickness created a very challenging day at Papakura in mid-March.

However, thanks to Grant going above and beyond and volunteering to man the facility building during the disruptions, the team managed to find crew coverage and keep services running for our customers.

Moira Allen Station Team Leader

ALL STAR AWARD FINAL ENTRY DATE HAS CHANGED:

Julie Lamont Station Team Leader

Grant Drabble Operations Supervisor

Email your nominations by the last day of each month to allstars@transdev.co.nz and help them win a $250 Prezzy card!

19

T R A N S D E V M AY 2 0 1 7

Sunnynook

Smales Farm

Northern Busway

Maddest March

North Shore

Avondale

e Rd

New Lynn

Victoria Park

Akoranga

Eden Park

Baldwin Ave

Mt Albert

Kingsland

Morningside

Mt Eden

Britomart

Orakei Meadowbank

City Centre

Parnell

Glen Innes

Western Line trains stop at Parnell evenings and weekends only

Panmure

Newmarket

‘Beware the Ides of March’

RECORD

Remuera

2,150,688

Greenlane Ellerslie

380 Airporter bus toilets seemed like fitting advice Accessible ahead

of implementing a new timetable Toilets on 12 March with limited-stop services, step-back drivers and the opening of Parnell station, among other changes.

Increased services and returning students made for a madder March than ever before, pushing monthly patronage over the 2 million mark for the very first time.

Congratulations and thanks to everyone for playing your part in setting yet more records!

PASSENGERS RECORD

150,404 SERVICES

Platforms 1&2

Platform 3 Mt Smart Stadium

360,267

Penrose

Te Papapa

Western Line trains only stop at Parnell on evenings and weekends.

RECORD

KM IN SERVICE

20

Onehunga Line trains stop at Greenlane evenings and weekends only

Sylvia Park

Onehunga Line trains only stop at Remuera and Greenlane on evenings and weekends.

O

I S S U E 9 P L AT F O R M

Ultimate selfie Transdev has joined forces with the Renault-Nissan Alliance to jointly explore the development of public and on-demand transportation services using fleets of electric driverless cars.

Transdev is the latest partner to team up with Renault-Nissan to develop driverless cars, following partnerships with Microsoft and DeNA.

The companies will collaborate to develop a system to enable customers to book rides and mobility operators to monitor and operate self-driving car fleets.

Transdev is a pioneer in autonomous vehicle services and is currently operating the world’s first commercial driverless service on EDF’s campus in Civaux, France.

Lions roar into town

26 MAY Blues v Chiefs EDEN PARK

We moved an additional 275,000 people in February, March and April to events, from the record-breaking crowds at the Adele concert to the world's largest multi-sport event – the World Masters Games – across the city.

The focus switches from concerts, culture and cricket to rugby, rugby, rugby over the next few months, with the British and Irish Lions in town adding to Blues and Warriors fixtures.

Extra services or shuttles are planned for the following events:

With rail patronage growing all the time and driverless cars being developed, Auckland’s traffic problems will be sorted in no time!

7 JUN Blues v British Lions EDEN PARK

Wales v Tonga

EDEN PARK

16 JUN

All Blacks v Samoa

23 JUN

Warriors v Bulldogs

EDEN PARK EDEN PARK

24 JUN All Blacks v British Lions MT SMART STADIUM 8 JUL All Blacks v British Lions EDEN PARK 14 JUL

Warriors v Panthers EDEN PARK

30 JUL

Please remember to report any anti-social groups to the Control Room. Never put yourself in harm’s way: STOP, STEP AWAY, ASSESS.

Little Mix

MANUKAU

21

T R A N S D E V M AY 2 0 1 7

Help make a to those who need it most.

12 – 23 JUNE 2017 Donate to the Auckland City Mission, ONE CAN – TWO CAN APPEAL. Drop two cans or more into a generosity box at your nearest book-on!

Can you get creative? Take your best selfie with your donation(s) and email to events@transdev.co.nz and be in to win a $50 voucher!

Keen to give a little bit more?

Register with the TDAK Spirit team and join us volunteering at one of the Mission’s community centres. Email events@transdev.co.nz 22

I S S U E 9 P L AT F O R M

Pop hits Local musicians working with POP Waiata performed classic songs in Te Reo on board inter-peak Southern Line services in April and May as part of New Zealand Music Month celebrations.

POP Waiata is a free community initiative funded by the Waitematā local board whose mission is to create a distraction to people’s day to day through arts and culture.

Thanks to everyone who helped facilitate the performances – they were music to our customers’ ears!

P

L AY

For more info visit pop.org.nz

23

PLATFORM MAY 2017 ISSUE 9 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 TIMABEOTUT 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 ― 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 at the end of each month.

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