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Issue 1 1 | December 2017

SHINING A LIGHT ON DIVERSITY

Happy Customers | Diwali Celebrations | Pink October | Journey Makers

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Message from the MD Platform magazine gives me a chance to reflect since the previous issue, and look forward to what’s coming up.

Earlier this year we reached the 20 million annual passenger journeys milestone. Taking a step back, that’s an extra 8 MILLION passenger journeys we are managing each year compared to when I first joined Transdev in 2014. That is a phenomenal achievement and testament to the great service we continue to deliver together.

Accommodating growth and maintaining performance will be the biggest challenge in the coming years and we are ready for it.

Patronage

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Peter Lensink has joined us as our new Chief Operating Officer, having moved his young family from the UK. Peter brings a wealth of international public transport experience and energy to the role and is a great asset for Transdev. I’d like to thank Operations Delivery Manager Jonathan Tulitt for stepping into the role during a period of change; under his watch we enjoyed our best punctuality and reliability performance since the March timetable and also smashed our own customer satisfaction record (more on page 3). Together, the operations team is now in a good position to make our service and process more robust and future proof.

100%

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Reliability 100%

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60% NOV 14

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One of the challenges we face is reducing operational incidents, which are indicators of our safety performance. I care because I want all our employees and customers to return home safely at the end of the day. At the time of writing the number of operational incidents seem to have stabilised. It would make me extremely happy if we could continue to show a downward trend at the start of 2018.

Equally important is the health and wellbeing of our people and their families. We’ve supported Blue September, Pink October and Movember recently and it was great to see so many of you get into the

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‘Spirit’ to support the NZ Breast Cancer Foundation fundraiser on 13 October (see page 9-10).

The Security and Fare Enforcement (SaFE) project is what occupies most people’s minds at the moment.

Transdev and Auckland Transport (AT) are working hard together to offer our customers a better and safer journey. The changes proposed to our operating model are still being tested and reviewed before we submit a change to the safety case to the New Zealand Transport Agency (NZTA).

I am confident that together with AT we can offer many opportunities for everyone affected.

Change has been a common theme these past few months. AT has appointed Shane Ellison as its new CEO; having previously worked for Transdev overseas, I am confident that Shane’s experience and expertise will help maintain the strong relationship between our organisations. And of course we are all getting to know our new Government. It’s still early days, but if their campaign pledges are a

sign of things to come, then these are exciting times for everyone working in public transport. I believe Light Rail would be a great thing for opening up Auckland and giving customers better access to public transport. Transdev is keen to contribute and we are keeping our finger on the pulse.

Something that I’m pleased to report that hasn’t changed is our ISO accreditations (page 13).

For us to retain all five with no non-conformances is a great result for a quality-oriented organisation such as ours.

after a short illness. Ani was friendly and respectful to everyone and as a Train Manager she received many commendations from colleagues and customers alike during her nine years with Transdev. I will miss her and I know a great many of you will, too.

Thank you to everyone who made a donation to support Ani’s whānau at this difficult time.

Finally, I have thoroughly enjoyed celebrating our people this year.

Acknowledging Diwali in October was the first of many planned cultural celebrations, with Christmas and Chinese New Year events ahead.

Our annual All Star Award winners lunch also gave me an opportunity to recognise and thank our All Stars who have made such a difference to their colleagues and our customers this year.

Wishing you a safe and happy 2018.

We lost a much loved and respected colleague at the end of November as Ani Te Namu sadly passed away

Michel Ladrak MANAGING DIRECTOR

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Seventh Heaven AT has conducted customer satisfaction surveys quarterly since August 2014, having previously been undertaken biannually. Overall satisfaction for rail has increased for the seventh consecutive quarter – up to a new record 93.7% in September.

Net Promoter Score 50 40

41%

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Rail satisfaction is up 6.3% compared to a year ago, holding top spot as Auckland’s favourite mode of public transport for the third quarter in a row. Vehicle (97%), personal safety (96%) and staff friendliness/ helpfulness (94%) were the three highest-rated attributes, while the net promoter score (likelihood of customers recommending rail) has also increased yet again.

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Customer Satisfaction 100%

93.7% 91.0% 90.5% 80%

93.7%

Way to go, team Transdev!

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Students from the Blind and Low Vision Education Network NZ (BLENNZ) were given VIP treatment by our Training and Competency team recently with a special train familiarisation session.

Bryce Deadmarsh, Tim Henry (Train Manager Trainers) and Chris Davies (Driver Trainer) went out of their way to arrange an empty 6-car EMU and entire platform at Papakura and spent two hours helping the students learn about train travel.

Lorna, Katie and David will be going to college next year and using trains for the first time, so the experience was “absolutely invaluable” according to the Homai school’s teachers.

“You went out of your way to ensure our students ‘saw’ and experienced everything possible on the train. They learnt so much and so did I! They were all so pleased they had had the time to really explore the train carriages as they had never done so before. They felt very comfortable as you allowed them to ask endless questions and didn’t rush them. We understand how difficult it was to organise this event and are truly grateful to have had the time with you.”

Jude Shelley – Senior Teacher, BLENNZ 4

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delights Staff were treated to sweet Diwali treats and savoury delicacies at book-ons and Head Office on 19 October in celebration of our cultural diverity. Also known as Deepavali (‘a row of lamps’), Divali is perhaps the most important and ancient of India’s festivals and signifies the triumph of light over darkness, good over evil, and renewal of life.

Traditionally, Diwali is celebrated for five days and takes place at the new moon on the 15th day of the Hindu month of Kartik or Karthika (October/November) which is called the “darkest night of the year.” Families light lamps, candles and fireworks to brighten this moonless night, symbolising the triumph of light over darkness and wisdom over ignorance.

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Michel Ladrak and Peter Lensink lit lamps during a special ceremony at Head Office organised by Ritu Pandey, Balram Dewan and Peter D’Cruz. The Diwali celebrations were the first of many that our newlyformed Diversity and Inclusion Council will mark throughout the year under the stewardship of Auckland lead, Kelly Weekes.

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Star Turns We received many great nominations for safety, security, performance and customer service All Stars this year. Each winner received a $250 Prezzy card and automatic entry into Transdev Australasia’s annual Golden Star Awards.

Congratulations to all of our All Stars and to Danielle Ah Kuoi, who won the Transdev Australasia CEO Award for great Customer Service at the 2017 Golden Star Awards.

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AUGUST 2017 Danielle Ah Kuoi TRAIN MANAGER

Danielle was the Train Manager on board an August service arriving at Puhinui, where she found a young autistic boy who looked lost and in need of supervision. Danielle contacted TOC to inform the Police and took him with her to Britomart, where they were met by Police who returned the boy to his eternally grateful mum.

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Go for Gold in 2018 Transdev Australasia’s Golden Star Awards recognise the best-performing employees from across the region who go above and beyond in their day-to-day work.

This year’s All Star Award winners were celebrated at a special lunch in late November at the Harbourside Restaurant. Peter Lensink, Sally Fepuleai, Michel Ladrak, Jon Baxter and Kelly Weekes joined All Stars Julie Lamont, Moira Allen, Grant Drabble, Danielle Ah Koui and Tawa Brown to celebrate their achievements and those of their fellow winners.

SEPTEMBER 2017 Tawa Brown TRAIN DRIVER

Tawa showed her commitment to colleagues and customers in September, dropping everything to move a train in order for it to be coupled to another. Tawa was having her lunch at the time but put it aside and was only too happy to help, going the extra mile to help our network run to schedule.

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!

Every one of our All Star winners is automatically nominated for one of the eight Golden Star Award categories: Safety Hero, Commitment, Partnership, Passion, Performance, Customer Service, Innovation and Leadership.

Each category winner receives a $1,000 travel voucher and is flown to Melbourne for the Golden Star ceremony, staying in the CBD and enjoying a celebratory lunch with the executive team.

Entries are already open for the 2018 awards so nominate your colleagues today!

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Transdev got behind Pink October to help increase awareness of breast cancer and raise vital funds for NZ Breast Cancer Foundation’s medical research, education and family support.

Thanks to the baking skills and generosity of staff we raised over $500 across the network through cake sales, raffles and lolly jar competitions on 13 October to coincide with the foundation’s national street appeal. Prizes were also awarded for outrageous pink attire.

On behalf of our Spirit partner, thank you to everyone who took part and supported the day.

You can still donate by visiting 9

breastcancerfoundation.org.nz

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IT’S EASY AS er, with Many of us have been affected by breast canc Breast . year each over 3,000 people diagnosed in NZ se plea so Cancer is most treatable when found early, au. share this information with your friends and whān

TOUCH both breasts; you’re feeling for any lumps or thickening of the tissue, even up into the armpits.

LOOK

CHECK

in front of a mirror; can you see any physical changes to the breast shape, skin or nipples?

any breast changes with your doctor, even if you’ve had a mammogram recently.

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Allen

Emma

Sione

Samu

Steve

Tasi

Avneet

Nights in Shining

ARMOURGUARD

If there are any matters that you would like the Zero Harm Committee to discuss, please get in touch with your representatives

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Armourguard patrols have been on the network since mid-2015 and have helped reduce antisocial behaviour by providing a visible physical presence on board our trains. The on-board patrols complement security at stations, on platforms and on trains during special events, where you can sometimes see over 150 guards working across rail and buses.

When the initial three roving patrols were doubled to six, some members of our Train Crew affectionately re-named the burly group the ‘6 pack’. The roving patrols proved so popular with staff and customers alike they were increased again to

nine. Having started patrolling as a group, last year they were deployed in three groups of three following feedback from staff and the Security Working Group for optimum coverage across the network.

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Laddi

Sunny

Omeka

Security Manager Steve Morgan met up with Armourguard Managers Allen McKinley and Daniel Matata and the ‘9 pack’ (otherwise known as Emma, Sione, Samu, Tasi, Avneet, Laddi, Sunny, Omeka and Bradley) in September to discuss the recent tagging at platforms. Steve also wanted to utilise their knowledge of some of the youth groups in the area, which provided some valuable information to assist the investigations.

The 9 pack are all trained and qualified as Security Guards with Certificate of Approval under the Licencing Authority and have specialised training in electrification

Bradley

Daniel

awareness, First Aid and conflict de-escalation techniques. They have also been trained in the ‘Hot or Not’ process to ensure they, like all Transdev staff, are vigilant to the threats of explosive devices and terrorism.

Armourguard has similar values to Transdev and this helps us continue our strong relationship with them as an organisation. They join our Revenue Protection team at blockades which helps reduce fare evasion and Team Leader, William Mudaliar said that he often calls the 9 pack supervisors to share information. Train Managers have also said they feel safer when Armourguard are on-board.

Ted Talks Men’s Health If you’ve been reading Transdev Australasia’s News from Here and There newsletter you’ll know about Transdev Ted’s travels around the region.

Ted visited Auckland in September to support the Prostate Cancer Foundation’s Blue September campaign and spread the message about prostate cancer, which kills over 600 men in NZ every year.

One in 10 men in New Zealand will develop prostate cancer. If you’re over 40, please make sure you get checked.

Visit prostate.org.nz or call 0800 477 678 for more information.

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New Year, New You We all make New Year’s resolutions we can’t keep, but luckily this year getting fit doesn’t have to be one of them!

Les Mills are offering all Transdev staff a 7-day pass to try out their gyms absolutely free. Plus if you decide to join you can take advantage of our corporate rate of $24.75 per week, plus $29 joining fee. Simply rock up to the gym with your Transdev ID to get started, or call 09 367 2280 for more information.

If you prefer your exercise on two wheels, we’ve got just the thing for you!

The Auckland Bike Challenge runs from 1-28 February and is a fun and free workplace competition open to all. You can ride anywhere and anytime you like - whether you’re a regular cyclist or haven’t ridden in years. Just ride for 10 minutes or more for your chance to win great prizes. Sign up today at lovetoride.net/auckland.

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Telarc external assessors spent two weeks with the Safety & Assurance team in October evaluating the renewal of our existing Health, Safety, Environment and Quality (HSEQ) certifications.

Independent evaluations are crucial in ensuring our management systems meet national and international standards and provide assurances to our employees, client, customers and other stakeholders.

Hosted by our Risk & Compliance Manager Mojtaba Ahmadi, the Telarc assessors met with various Transdev teams to review all areas of the business, from leadership and communication to operational safety and security.

Thanks to everyone that helped prepare for the audit and took part in the Telarc sessions; once again we successfully retained all five certificates for another three years.

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ISO9001: 2015 Quality Management ISO14001: 2015 Environmental Management AS/NZS4801: 2001 Occupational Health and Safety OHSAS18001: 2007 Occupational Health and Safety ISO31000: 2009 Risk Management

ISSUE 11

Behaving Safely From Chile to China, India to Ireland, The Netherlands to New Zealand: safety is the number one priority at every Transdev business.

Transdev's Global team has developed 10 safety behaviours to help our 83,000 people in 19 countries around the world stay safe at work.

AND FOR THE SAFETY OF OTHERS.

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Front Runners Members of our Safety & Assurance team and Zero Harm Committee led by example in the fitness stakes at the end of October, putting themselves to the test at this year’s Auckland Marathon.

John MacIver, Leanne Wilson and Dave Phillips all completed the 21.1 km half marathon course in great time and – most importantly – with no lost-time injuries!

Congratulations to those of you (and any family members) who completed one of the five races on 29 October.

If you’ve caught the running bug or simply want to get more active, don’t forget all Transdev employees receive a 20% footwear discount at Show Science.

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Australasia Update WA-Y TO GO Western Australia

They may be five hours behind Auckland but the Transdev Western Australia team is keeping up with us on the customer satisfaction front.

In the most recent Transperth survey, Transdev recorded an equal high result of 97% for the Perth CAT contract area, and 88% satisfaction overall. 2017 is the sixth consecutive year Transdev has been recognised as Transperth’s top performer!

VIVA VIVO!

Northern Territory Our Northern Territory colleagues were celebrating in August as Buslink VIVO received two safety awards.

The JKC Award recognised the milestone 25 million km travelled transporting the workforce to site safely, while the JGC Award recognised the milestone 1.7 Million hours worked without lost time injuries. Bravo!

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DRIVING DIVERSITY Brisbane

In Brisbane, our bus team is partnering with the Queensland Bus Industry Council on the new ‘Women take the wheel’ training programme designed to attract and train more female bus drivers.

Participants complete eight weeks of comprehensive driving and coach safety training before being interviewed by potential employers, including Transdev. Our team is providing the bus which will be used for the driver training.

ON DEMAND IN DEMAND Sydney

Transdev will partner with the New South Wales Government to deliver two on-demand transport trials in Sydney from November.

Ride Plus will allow customers to book a shuttle ride to and from their

local transport hub In the Eastern Suburbs and Manly, connecting seamlessly with ferries, trains and buses, while Transdev Link will provide fully accessible on-demand shuttle services in Sutherland Shire.

Smart routing software and technology which has already been proven in the USA and The Netherlands will be used to optimise travel times and routes.

The Sydney pilots are the latest Transdev transport-on-demand services, following successes in France, The Netherlands, USA, UK, Sweden and Portugal.

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Journey Makers At Transdev, we are Journey Makers. We believe public transport plays an important part in how a city comes to life.

Ten superstars from our Sydney, Melbourne, Brisbane, Perth, Wellington and Auckland teams had the star treatment in Sydney, attending a photo and video shoot for the next round of our Journey Makers marketing campaign.

Hoani Muller was picked as our Auckland ambassador and was joined in Sydney by former colleague TJ Bajwa, who joined the Auckland team as a Train Manager before moving to Wellington.

The photos will feature in internal and external communications during the next stage of the campaign, so keep an eye out for Hoani, TJ and the rest of the Journey Makers soon!

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T R A N S D E V DECEM BER 2017

Welcome Aboard!

With Driver schools in September and October, it has been a busy time for the training and service delivery teams.

Having only joined Transdev recently himself, Chief Operating Officer Peter Lensink joined the October school to get to know the new recruits and share his wealth of public transport knowledge from around the world.

We wish our new Journey Makers all the best as they continue their driver training.

September school: Lee Mihaere, Suzy Bryne, Willem Botha, Anna King, Arie Framhein and Jun Na. October school: Liam Johnson, Linda McGuiness, Guy Havill-Austin, Travers Dobson, Tom Molloy and Mick Stow.

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SEPTEMBER SCHOOL OCTOBER SCHOOL

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Reaching Out

Transdev was one of over 100 employers attending the NZMA Careers Fair at the Vodafone Events Centre in September. It was a chance to talk to students from NZMA and other colleges about careers in rail and what a great industry it was to work in.

NZMA estimated over 3,000 students attended, so thanks to Jane Be, Sally Husband, Sally Fepuleai and the rest of the team for taking the time to promote Transdev to our Journey Makers of the future.

Departure Time

The Pukekohe team said a fond farewell to Rob Brydone at the start of October as he retired from driving after 32 years. We wish Rob all the best in his well-earned retirement, having first joined the rail industry back in 1985.

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ONE IN

On 31 August we celebrated yet another milestone in Auckland’s public transport history, as annual rail patronage reached 20 MILLION passenger journeys; an increase of over 350% in the past 10 years!

Auckland mayor, Phil Goff presented a $100 HOP card to our 20 millionth customer Manjula Singh at Britomart, where he also met a number of our team, including Driver Rod Turner.

An achievement like this is no piece of cake so staff across the network took a moment to celebrate with a slice of something delicious, as demonstrated by Herman Sakaria and Jon Baxter.

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Kanohi ki te Kanohi Managers from across the business have joined members of the Senior Management Team at staff facilities across the network over the past few months.

‘Meet the Managers’ sessions give staff the chance to talk kanohi ki te kanohi (face to face) with managers they may not see on a daily basis and ask questions about any topic.

These events have also given Chief Operating Officer, Peter Lensink, the opportunity to get to know our

people better following his move to Auckland from the UK. Look out for the next opportunity to Meet the Managers at a book-on near you soon!

A-Team Into Action The Head Office ‘A-Team’ were deployed to Britomart on 13 December to support Transdev and AT staff helping customers affected by multiple incidents across the network, including a major points failure in the tunnel.

The A-Team helped direct customers to scheduled bus stops and provide incident updates, then to the correct platforms once train services resumed - all thanks to the excellent information that was coming from TOC. What a team!

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SaFE

WAY FORWARD

SECURITY and FARE ENFORCEMENT PROJECT

Safer Network Papatoetoe and Manurewa are the latest stations to be upgraded as part of the Security and Fare Enforcement (SaFE) project, with installation of electronic ticket gates and security fencing starting in October.

Training Opportunities A number of Ticket Inspectors, Revenue Protection Supervisors and Train Managers have been developing their skills recently by joining an NZQA-certified course in regulatory compliance.

The New Zealand Certificate in Regulatory Compliance (Core Knowledge) (Level 3) is becoming the baseline qualification for those working in regulatory roles, such as AT’s new Transport Officers.

With up to 14,000 regulatory roles 21

in local and central government across New Zealand, the course offers great opportunities for career development.

The six-month online course is being supported by the Learning & Development and Security departments. Fifteen Ticket Inspectors initially signed up for the course, with many passing the first module at the end of August (pictured above).

Middlemore and Parnell are the next stations to be gated, which will take the total number of stations with gates to 10, with Britomart, Newmarket, Manakau, New Lynn, Henderson and Ōtāhuhu already gated. Ōtara-Papatoetoe Local Board Chairperson Lotu Fuli welcomed the new gates at Papatoetoe:

“Our local board puts the safety of our residents as our first priority, especially where children are involved.”

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Stepping Up Russell Palmer stepped up to the plate for the community recently, raising vital funds to make life easier for people living with Cerebral Palsy.

Joined by his wife, daughter and son-in-law, team Kennerley-Palmer took on the challenge of each completing 10,000 steps per every day for the entire month.

Having raised over $350 and smashing his personal steps target with 344,000 over 29 days, Russell said: “It’s amazing what a bad golf game can contribute, zig zagging in and out of trees!”

You can still support Russell’s fundraising efforts with an online donation at

event.steptember.org.nz/donate

Special Events It’s been another bumper Special Events season, with the Rugby League World Cup semi-final between Tonga and England at Mt Smart, concerts from global superstars including Paul McCartney and the annual Christmas in the Park event, which was attended by 70,000 people. Thanks to everyone who has helped keep Auckland!

We can expect to see more screaming music fans of all ages on the network in the new year as we welcome Roger Waters, Foo Fighters, Robbie Williams, Queen and Bruno Mars to Auckland, while cricket fans will be heading to Eden Park for Black Caps matches against Pakistan and Australia.

27 Dec-7 Jan

Partial BOL

7 Jan

Breakers v Cairns Taipans Spark Arena

13-14 Jan

Partial BOL

24-26 Jan

Roger Waters Spark Arena

25 Jan

Breakers v Melbourne United NSEC*

25 Jan

Black Caps v Pakistan T20 Eden Park *

29 Jan

Laneway Festival Albert Park

3 Feb

Foo Fighters Mt Smart *

4 Feb

Breakers v Illawarra Hawks Spark Arena

11 Feb

Breakers v Melbourne United Spark Arena

14 Feb

Robbie Williams Spark Arena *

16 Feb

Breakers v Illawarra Hawks NSEC

16 Feb

Black Caps v Australia T20 Eden Park *

17-18 Feb

Queen Spark Arena

27-28 Feb

Bruno Mars Spark Arena *

* Extra Services

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PLATFORM DECEMBER 2017 ISSUE 11 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