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Issue 10 | August 2017

KEEPING OUR PEOPLE AND CUSTOMERS SAFE Rail Safety Week | Zero Harm | Happy Customers | Driving Diversity

T R A N S D E V A U G U S T 2 0 1 7

Message from the MD Our new contract with Auckland Transport (AT) formally started on 1 July 2017. It is the beginning of a new era that will create opportunities and benefits for many of our employees and customers. A key variation was combining ticket offices and customer service centres at five train stations. This has seen 65 of our people moving on to pastures new, with many finding new roles at Transdev and AT while others have taken the opportunity to retire after a long rail career. I would like to thank all of those affected for their professionalism during the period of change, and wish you all the very best for your next endeavours.

Following 18 hours of consultation with the Rail and Maritime Transport Union (RMTU) the preliminary Safety Case Variation relating to the Security and Fare Enforcement (SaFE) project was submitted to NZTA in July and subsequently approved.

will have hit the 20 million annual passenger journeys mark – that’s a 17% increase year-on-year and a whopping 71% increase in the past three years. What an achievement!

Patronage

20

Day-to-day we are still delivering a great service for Auckland. By the time you read this, patronage 2

Punctuality

15 MILLIONS

The next stage is the Safety Case Verification, where NZTA requires confirmation that the processes and procedures submitted at the Variation stage will work in practice to deliver SaFE. This will necessitate a period of testing which Transdev and RMTU will collaborate on over the coming months.

time departures, i.e. a train departing from the relevant timetabled origin station (Britomart, Manukau, Pukekohe, Papakura or Swanson) within 60 seconds of its timetabled departure time. While we have made a good start, we will be looking for continuous improvement in this area to emulate our punctuality and reliability results.

10

100%

AUG 14

DEC 15

JULY 17

90%

80%

Our new contract includes revised monthly targets for punctuality, reliability, customer satisfaction and a new key performance indicator: right

70%

60%

AUG 14

FEB 16

JULY 17

I S S U E 1 0 P L AT F O R M

Customer Satisfaction

Reliability 100%

100%

number of safety-related incidents.

I know everyone is working hard to address the factors that contribute to SPADs and incidents happening.

90%

90%

SPADs

80% 6 70%

AUG 14

FEB 16

JULY 17

Our new Chief Operating Officer, Peter Lensink has vast leadership experience in both bus and rail operations and will be a great asset for us in all areas of performance and people management. We are currently organising his transfer from the UK and hope to have him here on 9 October.

Customer satisfaction continues to be a feather in our caps as we remain Auckland’s no.1 mode of public transport. Read more about yet another record-breaking quarter on page 10. It shows again and again that public transport is a people business and how we treat people really matters.

60%

SEP 14

DEC 15

JUN 17

It was great to see our people getting involved with Rail Safety Week once again this year (see page 4).

Thank you to those who took part, particularly to Steve Lowson who gave a driver’s perspective on the dangers of headphone use at level crossings. I hope that Steve’s NZ Herald interview will help change customer behaviours around the rail network and keep people safe.

Keeping our people and customers safe remains our priority. After a frustrating start to the year, our Signal Passed at Danger (SPAD) rate has plateaued. Drivers, TMs, Train Service Officers (TSOs) and the Safety team all want to do the right thing and nobody likes having a SPAD. Nonetheless, we still need to make further improvements in the

PER 1M KM

80%

5 4 3 2 1 0

AUG 14

FEB 16

JULY 17

Hopefully by now you have all had chance to see our new head office since we moved to the HSBC building. If not, please feel free to drop by whenever you can and use the floorplan on page 18 to get your bearings. And with the City Rail Link developments coming along at pace under our noses (more on page 20) you’ll also get a bird’s-eye view of the exciting works from the staff café on Level 6.

Michel Ladrak MANAGING DIRECTOR

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Safe & Sound

14-20 AUGUST 2017 4

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This year’s Rail Safety Week focussed on two major concerns – the safety of pedestrians in urban zones and motorists’ safety in rural areas across New Zealand.

The increasing use of personal technology is contributing to pedestrian distraction around railway tracks. Three deaths at level crossings in the past 18 months reportedly involved the use of headphones, highlighting the need for more awareness.

Armed with branded caps, pin badges and smartphone card holders, representatives from Transdev, AT, TrackSAFE and KiwiRail headed to Baldwin Avenue, Glen Innes and Britomart stations in August to encourage safer behaviours at level crossings.

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All three stations are highly frequented by the groups most at risk from using smartphones and headphones at level crossings: Auckland’s school children.

Our team of safety volunteers spoke to school children and handed out educational flyers encouraging them to ‘remove your headphones, remove your risk’.

Thanks to everyone who took part in Rail Safety Week to help keep our community safe!

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I S S U E 1 0 P L AT F O R M

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T R A N S D E V A U G U S T 2 0 1 7

Safety in

In 2015, one in four Transdev employees had an injury at work – close to 150 accidents in total. Things had to change.

We needed to introduce and embed a new safety culture across the business to ensure our people could return home safely after work each day.

It’s been a whole year since we reset our approach to health and safety with the launch of Zero Harm in August 2016. So what difference has Zero Harm made to our people over the past 12 months?

All Transdev Australasia businesses measure injury severity in Recordable Injuries; those that result in lost time, restricted work and/or medical treatment, other than first aid.

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.

0508 ZERO HARM 0508 937 6 4 2 76 8

zeroharm@transdev.co.nz

Recordable injuries have more than halved in the past year, with over 50% fewer injuries in the first year of Zero Harm (35) than the previous 12 months (71).

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55%

DECREASE IN ASSAULTS SINCE 2015

Staff assault rate (per million KMs travelled) 12 10

In the same period we have received 30% more reports of less serious injuries. Reporting helps identify risks and enables the Zero Harm team to take action to prevent similar injuries happening to more of our people, so it’s no wonder that near misses have also reduced by nearly 50%.

40% DECREASE YEAR-ON-YEAR

While any assault to a member of our team is unacceptable, staff assaults have also decreased by 40% since Security was incorporated into Zero Harm.

These reductions are all thanks to you without your input these improvements wouldn’t have been possible.

10.59

8

7.92

6

4.74

4 2 0 JUL 15

JUL 16

JUL 17

Total Recordable Injury Frequency Rate (per million hours worked)

59%

80

60

67.93

DECREASE IN INJURIES SINCE 2015

40

35.16 20

28.04

0

Please continue to help us become a Zero Harm workplace by reporting any hazards, accidents and incidents.

JUL 15

JUL 16

JUL 17

20% DECREASE YEAR-ON-YEAR

9

95 94 T R A N S D E V A U G U S T 2 0 1 7

Hit for

Six

We’ve gone and done it again – broken AT’s rail customer satisfaction record for the SIXTH consecutive quarter and retained our place as Auckland’s favourite public transport mode!

Our customers are clearly big fans of the service you deliver, with Personal safety during trip (95%) and Staff friendliness/ helpfulness (94%) two of the top three attributes behind Vehicle overall (97%).

Customer Satisfaction

100%

92.9% 91.1% 88.6%

90%

80%

70%

JUN 13

SEP 15

TRAIN 10

FERRY

JUN 17

BUS

I S S U E 1 0 P L AT F O R M

Likelihood of a customer recommending a trip – also known as the Net Promoter Score (NPS) – is an even better indication of how happy customers are with public transport modes.

The NPS calculation deducts % of ‘Detractors’ (scoring 0-6) from % of ‘Promoters’ (scoring 9-10) when asked: How likely or unlikely would you be to recommend this trip to others? Those scoring 7-8 are considered ‘Passively satisfied’, but less likely to actively promote a service by word of mouth.

53% INCREASE SINCE 2013

Another sign of customer satisfaction is the number of compliments received. In May, 21 customers took the time to contact us and praise our service or a staff member – the most we’ve ever received! Keep up the great work out there – let’s beat ferry into second place next time!

INCREASE YEAR-ON-YEAR

Net Promoter Score 50

43%

40

31%

30 20

12%

10 0 -10 -20 -30

JUN 13

SEP 15

TRAIN

While rail’s total NPS (31%) may still be behind ferry (43%) we have seen the biggest improvement of all modes by far, with a 13% increase in the past year and a massive 53% increase since 2013.

13%

JUN 17

FERRY

Customer Compliments

BUS

Customer Complaints (per 100K journeys)

25

25

20

20

15

15

10

10

5

5

0

AUG 16

JUL 17

0

AUG 16

JUL 17

11

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Shining

stars

We received 27 nominations for members of our team going above and beyond the call of duty in April, May and June. From reuniting lost children with their parents and providing medical assistance to covering multiple shifts and keeping our trains spick and span, all of our All Star entries were deserving of an award.

While we can only award one winner each month to take home the $250 Prezzy card bounty, we’d like to commend all of our recent All Star Award nominees:

Jane Be

TICKET INSPECTOR

Ashley Fatu STATION ASSISTANT

Liz Figiel TRAIN MANAGER

HR ASSISTANT

Stuart Gratton

Carol Bennett

DRIVER

TRAIN MANAGER

Neil Jones

Rachael Burnett

DRIVER TRAINER

PAYROLL MANAGER

Shane Kempa

Terry Butler

REVENUE PROTECTION TEAM LEADER

TRAIN SERVICES OFFICER

Lianne Maskell SENIOR RECRUITMENT CONSULTANT

APRIL 2017

Lui Onesi Train Manager 12

Bee Fong Cheng

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Bob Maxim

Jeff Tu

TRAIN SERVICES OFFICER

TRAINEE TRAIN MANAGER

Michael McLaughlan

Philip Varghese

DRIVER

TUTOR PLATFORM SUPERVISOR

Lui Onesi

Jim Walker

TRAIN MANAGER

TRAIN SERVICES OFFICER

Rommel Pereira

Kelly Wallace

TUTOR STATION TEAM LEADER

CUSTOMER SERVICES OFFICER

Doug Rawiri

Kerri Wanikau

DRIVER

ON-BOARD SUPERVISOR

Rointan Rostami-Asrabadi

Lyn Welsh

TRAIN MANAGER

OPERATIONS SUPERVISOR – PAPAKURA

Kristi Tarrant-Hoskins

Nigel Yorke

HEAD OFFICE RECEPTIONIST

DRIVER

MAY 2017

Bee Fong Cheng Ticket Inspector

Do you know an All Star?

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

JUNE 2017

Jim Walker Train Services Officer 13

T R A N S D E V A U G U S T 2 0 1 7

l a c o l r u o n i o why not j

y t i s r e div

? l i c n u co

( dih-vur-si-tee ) 1. The state of having or being composed of differing elements or qualities

Each of us has unique traits and characteristics which sets us apart from others, including: §§ Gender

§§ Sexual orientation

§§ Education level

§§ Marital status

§§ Age

§§ Ethnicity

§§ Race

§§ Religious beliefs

§§ Life/work experience

§§ Disability

§§ Socio-economic background §§ Carer’s responsibilities

have your say!

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( in-kloo-zhuh n) 1. The act of including different types of people in a group or structure We’re proud of our people and what they do. We want to celebrate our diversity to create an even more inclusive working environment. And we need your help!

Join the Auckland Diversity Council and support underrepresented groups at Transdev. The group will meet regularly to promote cultural initiatives, provide more flexible work opportunities and build strong relationships with our local communities.

If you are interested in joining the Auckland Diversity Council, please submit your expression of interest to Kelly.Tang@transdev.co.nz by 5pm on Friday 25 August 2017.

I S S U E 1 0 P L AT F O R M

5,900 HP

$37.57 PER HOUR per hour after initial training

80 HOURS

264

Driving Diversity & Inclusion

a fortnight - overtime optional

TONNES

LIKE THE SOUND OF THAT? TRUCK YEAH. CALL TRANSDEV TODAY!

SWITCH LANES AND GET YOUR DRIVING CAREER ON TRACK CONTACT jobs@transdev.co.nz | transdev.co.nz/careers

Driving diversity

The Women in Rail project aims to increase the number of female applications for all Transdev Auckland vacancies, giving us a bigger pool of quality applicants from which to recruit the best.

The number of women applying to become Drivers has already increased, with six female Drivers hired so far in 2017 compared with just one recruited in each of the previous two years.

When finding new people to join our team, we follow recruitment best practice where the most suitable candidate will always be chosen for the role.

Our first area of focus was Driver roles, which have traditionally been filled by men. Gina Pihema recently appeared in a recruitment advertising campaign alongside Paul Carroll.

If you know anyone who’d like to follow Gina’s lead, please contact jobs@transdev.co.nz

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T R A N S D E V A U G U S T 2 0 1 7

Innovation station INNOV’CLUSTER provides an opportunity for all Transdev employees – regardless of role or location – to come together and share their passion and enthusiasm for innovation.

This year Lianne Maskell, who leads our recruitment team, was selected along with colleagues from Wellington, Melbourne and Western Australia to represent Transdev Australasia in the finals at Transdev HQ in Paris.

Each team was required to create a video that gave an overview of their innovative idea. This was further refined during a three-day workshop in Sydney in May before submitting their final pitch to Transdev Group for shortlisting ahead of the finals in Paris.

In early July, Lianne’s team won joint first place (alongside the USA team) with their proposal to implement a flexible working framework in all Transdev Australasia businesses over three years, starting with 12-month pilots in Perth and Auckland.

We look forward to sharing details of the pilot once details are confirmed.

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Innovation at Transdev

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Pitch perfect Having made the finals of the Australasian Railway Association’s Young Rail Professionals’ pitching competition, Service Delivery Manager Andrew James presented his ideas for improving safety during manual safe working to the New Zealand Rail conference at the end of June.

Facing strong competition from Metro Trains Melbourne, Siemens and KiwiRail, Andrew’s ideas – including the development of software and in-cab technology – provoked some lively debate in the audience and some excellent feedback from industry colleagues at the Pullman Hotel in Auckland.

Transdev’s Thought-leaders

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Community service

Safer stations Electronic gates began operating at Henderson and Ōtāhuhu stations in August, with customers now required to have a valid AT HOP card or paper ticket to board trains.

The new gates were installed as part of AT’s plans to improve public safety and provide a better experience for rail customers by reducing fare evasion and vandalism.

Next up on the gating schedule are Manurewa, Papatoetoe, Middlemore, Parnell, Papakura, and Glen Innes stations. Once completed, 90% of train trips will be through a gated station.

At the end of May, Michel Ladrak travelled to Henderson to meet representatives from Zeal, a charitable trust running youth services across New Zealand.

Zeal is working closely with Police in West Auckland on an intervention and support programme to help reduce crime and anti-social behaviour. Zeal youth workers often meet groups of 13-18 year olds who congregate at train stations.

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Transdev is supporting this important work in our community by providing pre-paid AT HOP cards for Zeal youth workers, who can now continue their conversations with the young people on board trains when the groups decide to move on.

For more details about Zeal visit zeal.nz.

For more info about the gating project, visit at.govt.nz.

I S S U E 1 0 P L AT F O R M

Welcome aboard!

Our latest Trainee Train Drivers joined the team in July, hoping to become our next Journey Makers.

Best of luck to Ricky Pendigrast, Jason Longhurst, Julia Williams, Julia James, Tim Watt and Greg McEvoy as they begin their training, and to Whitney Chung (pictured centre) who has moved from her Customer Service Officer role to Crew Coordinator.

Departure time At the end of July we bid a fond farewell to Iosefa Tamatimu, Dave Kalolo (pictured right), Earnest Dass and Bryce Quedley, who have decided to retire after a combined 64 years in rail.

Dave claimed bragging rights over his fellow retirees, having first joined the industry in 1973 – that’s an incredible 43 years in the industry!

On behalf of everyone at Transdev and our customers – we thank Dave, Iosefa, Earnest and Bryce for their

dedication and wish them all the best in retirement.

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Special operations 20

I S S U E 1 0 P L AT F O R M

Duty Control Manager, Prabu Ramachandran reports from the frontline of the recent Transdev Operations Centre social event.

Twenty of us booked in for a day of adrenaline-fuelled action at Delta Force Paintball battlefield in Woodhill Forest on 1 July. Our warriors ducked and weaved between the giant movie-quality Tomb Raider and Tropic Thunder props before firing under the cover of the nearest bunker – it was a perfect teambuilding and fun-filled day!

Once geared-up and safety-briefed, we were split in to two teams: Brown and Green. The goal of our first game – Tomb Raider – was for each team to get into the tomb, secure the artefact and use the giant Sphinxes as cover to escape with the idol. Tomb Raider finished with both teams tied.

After a quick break we started with our next game: Tropic Thunder.

The Brown team’s mission was to bring the flags down while the Greens had to raise the flags and prevent them being let down by the opposing side. The Brown team claimed two tough wins and overall bragging rights, but we all had an amazing experience.

A happy team is a successful team.

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Moving on up MD & COO

FINANCE & IT

CONTRACTS

SERVICE DELIVERY

CUSTOMER SERVICES

FIRE EXTINGUI FIRE EXTINGUISHER

IT STORE FIRE EXIT

STATIONERY ROOM

SKYTOWER

DEVONPORT (SEATS 8)

PIHA HARBOUR BRIDGE

CRISIS ROOM

LIFT LOBBY

MOTUTAPU (SEATS 8) QUIET ROOM

UNDER CONSTRUCTION

FIRE EXIT

FIRE EXTINGUISHER

SaFE PROJECT

KPI ROOM UNDER CONSTRUCTION

SAFETY & ASSURANCE

FIRE EXTIN

WELLBEING ROOM UNDER CONSTRUCTION

MALE TOILETS SHOWER

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FEMALE TOILETS

STAFF CAFE

I S S U E 1 0 P L AT F O R M

It was out with the old and in with the new on Monday 19 June as we swapped Citigroup for HSBC – not for our bank account, but as our new Head Office location.

The new open-plan setup has already significantly improved communication and workflow, and once the final finishing touches have been completed over the next few weeks our shiny new meeting and training rooms will be available for everyone’s benefit.

PEOPLE & CULTURE

ISHER

TRAINING ROOM RECEPTION

NEW ADDRESS

Level 6, HSBC Building 1 Queen Street, Auckland 1010 QUAY ST

NGUISHER

WAIHEKE (SEATS 10)

COROMANDEL (SEATS 10)

Room divider can be folded back to make larger meeting room for up to 20 people

HSBC BUILDING

TYLER ST

QUEEN ELIZABETH SQUARE

BRITOMART TRANSPORT CENTRE GALWAY ST

COMMERCE ST

UNDER CONSTRUCTION

GORE ST

LOST PROPERTY

QUEEN ST

UNIFORM

If you haven’t had chance to visit the new office please feel free to drop by and say hello! Here’s how you can find the Head Office teams:

CUSTOMS ST EAST

OLD OFFICE 23 Customs Street East 23

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City Rail Link With a new website providing insights into Auckland’s biggest construction project, here’s an overview of what’s been happening around Britomart and Head Office over the past few months.

P L AY

24 MAY 2017

12 JUNE 2017

19 JUNE 2017

Chief Post Office (CPO) building interior prepared for tunnel excavation.

Work begins on the Galway Street utility trench to house various services which connect to the new station.

Bentonite slurry pumped into trenches excavated for diaphragm walls to ensure sides don’t cave in before steel reinforced concrete is added. It is then pumped back to the red silos to be re-used.

This method minimises impact on heritage buildings.

This video shows the work being completed inside.

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For more information, check out cityraillink.co.nz

30 JUNE 2017

23 JULY 2017

28 JULY 2017

Concrete panels placed over the top of the 3.5m-deep utility services trench and a structural topping applied to form a concrete slab lid.

First two concrete base slabs for the CRL twin-tunnels are laid under Lower Queen Street walkway. The 700mm-thick concrete slabs are the first eight metres of CRL tunnel box floor to be poured out of the total 3.45km of tunnel to be constructed.

640m of capping beams installed on top of 362 piles to form the perimeter of the CRL tunnel box.

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Tick TOC KiwiRail’s National Train Control Centre – based in Wellington and commonly referred to as ‘Train Control’ – is the only agency that controls railway movements on the national railway network.

To avoid confusion when contacting those responsible for the controlled railway network (KiwiRail) and the Auckland passenger rail operation (us), Transdev Auckland’s Control Room has been renamed as the Transdev Operations Centre, abbreviated to TOC. When required to relocate to the alternative room within the HSBC

building, it will be referred to as the Emergency Transdev Operations Centre (ETOC).

The name change in no way diminishes the important work undertaken within TOC or changes its normal duties; this is a safety-orientated initiative to avoid uncertainty.

All Promapp processes, training materials and other documentation referring to Control Room should be updated by the respective process/document owners at the earliest opportunity.

17,000 thank yous Following the sudden passing away of Operations Supervisor, Steven Coulter in July, the combined generosity from his colleagues from across Transdev Auckland enabled us to present a cheque for over $17,000 after tax to Steven’s young family.

Very special thanks to everyone who contributed, and in particular to Payroll Manager, Rachael Burnett whose quick thinking and implementation of payroll donation schemes enabled even more people to show their support.

Strand & deliver It may have been a cold winter here in Auckland but the charitable efforts of our people across the city have been warming the cockles of our community partners’ heart.

Thanks to those of you who contributed canned goods to the 26

Auckland City Mission’s One Can Two Can appeal, Aucklanders in need have been given a helping hand through the winter months.

Special mention goes to our team at The Strand who delivered the most cans across the business.

I S S U E 1 0 P L AT F O R M

Lions tamed “Well done to the whole team on a great transport experience.”

MARK LAMBERT CHIEF AT METRO OFFICER

Rugby fans from the northern hemisphere put our services through their paces recently but – like the All Blacks – we handled the customer scrums with skill to pass the test with flying colours.

Thanks to everyone who entered our Lion Tamer photo competition – it was a close call but the ref has given the win to Ticket Inspector, Carleena Green who also receives a $25 Prezzy card.

Three British & Irish Lions fixtures saw us move 150,000 customers to 19 events across Auckland between May and July, taking our Special Events figures to over half a million customers this year.

We’ll need to keep our eyes on the ball over the coming months as the Warriors conclude their 2017 season, the Mitre 10 Cup kicks off and the ABs tackle South Africa; but with teamwork like ours, we’re a match for anything!

26 AUG

Auckland v Northland

27 AUG

Warriors v Sea Eagles

EDEN PARK* MT SMART

Auckland Fashion Week

28 AUG -3 SEP

VIADUCT EVENTS CENTRE

30 AUG

EDEN PARK*

Auckland v Waikato

1 SEP

All Whites v Solomon Islands

2 SEP

Ariana Grande SPARK ARENA

9 SEP

EDEN PARK*

QBE STADIUM

Auckland v Taranaki

9 SEP

Midnight Oil

16 SEP

All Blacks v South Africa

23-24 SEP

SPARK ARENA QBE STADIUM*

Partial BOL Auckland v Bay of Plenty

30 SEP

EDEN PARK*

30 SEP

SPARK ARENA

28 SEP -1 OCT

VIADUCT HARBOUR

London Grammar Auckland on Water Boat Show

*Extra Services 27

PLATFORM AUGUST 2017 ISSUE 10 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 6, HSBC Building 1 Queen Street 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