news and views
NEW RECORDS
0
ASSAULTS
TO STAFF YTD
30%
INJURY RATE
REDUCTION SINCE 2016
Issue 1 2 | May 2018
ZOOTOPIA 3
On Target | Leading The Way | Chinese New Year | Safety Success
T R A N S D E V M AY 2 0 1 8
Message from the MD Punctuality
Reliability
100%
100%
80%
80%
60%
60% MAR 15
The Auckland Railways is a story of success. Across all areas, we are doing tremendously well. After a quantum leap in performance from 2015, we are still seeing all trends improving. Punctuality and Reliability remain high around an excellent 96% and 98% respectively. The decreasing number of operational health and safety incidents proves that fewer people than ever are getting injured and the rate of Signals Passed at Danger (SPADs) is at its lowest level since we started recording.
1
JUN 16
APR 18
The latest Customer Satisfaction survey shows that trains are still Auckland’s most favoured mode of public transport. All of the above is the result of the commitment and professionalism of our employees. The last quarter was not the easiest with Transdev and the RMTU in dispute over Auckland’s future rail operating model. Opinions sometimes replaced facts and political agendas sometimes obscured true motives. Ultimately, parties came to a good result by promising to explore together how to best guarantee the safety of the
MAR 15
JUN 16
APR 18
rail network, provide security for our employees and improve engagement and performance. Fortunately, throughout the last few months, we maintained performance because everyone within the business cared. Our care for customers united us, which underlines the fact that we are all Journey Makers. Being a Journey Maker is the reason why we are here. Technically, everybody can operate trains, buses, trams or taxi drones, but our Journey Makers turn it into an experience. They take the stress out of travel and offer comfort in its place. Journey
ISSUE 12
100%
Customer Satisfaction
SPADs
5
P L AT F O R M
Patronage
25
80%
3
MILLIONS
PER 1M KM
4
2
20
15
1 60%
10
0 MAR 15
MAY 16
APR 18
Makers work together like a well-oiled machine. Everyone within Transdev is a Journey Maker and everyone matters. Our efforts are genuine because from administrator to driver, we care about the customer experience. Transdev provides services in 19 countries, operates 13 different modes of public transport and carries more than 3.5 billion passengers per year. We are leaders in innovative solutions with our success in autonomous vehicles as the latest example. With our presence in public transport, it is very exciting to be in Auckland. The construction of the City Rail Link and
MAR 15
JUN 16
APR 18
MAR 15
JUN 16
APR 18
the recent opening of the Manukau bus station will help improve the socio-economic landscape. The promised level of investment stated in the Government Policy Statement on Land Transport will further empower the freedom of Aucklanders to move every day. With our experience, high performance levels and the driving force of our Journey Makers, Transdev is in the best possible position to deliver on high expectations and help convince the public to swap the use of cars for public transport.
to do as public transport is always moving forward. We are focused on growing and improving the railways in Auckland together with Auckland Transport and the union. It is what we are passionate about and what we do well. Journey Makers are go!
I am looking forward to the next quarter. There is so much more
Michel Ladrak
Wishing you pleasant travels,
MANAGING DIRECTOR
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T R A N S D E V M AY 2 0 1 8
Beacon Roll Customers are benefitting from better connections at Newmarket Station thanks to side-door operation changes implemented in March. The changes follow the blue beacon installation on the TRTS plinth on Platform 2 at the end of last year. Rather than transferring via the mezzanine for services, customers can now simply transfer directly across platforms. Western Line trains 3
from Swanson arrive at platform 2, both sets of doors open so customers can exit both sides of the train onto platforms 2 and 3, making it easier to transfer to Southern services.
RIGHT TIME STARTS
TARGETS
96%
98%
88%
JAN
Thanks to everyone for your hard work and let’s aim for more months like January throughout the rest of the year!
RELIABILITY
96.9%
98.1%
88.7%
FEB
While we managed to repeat the achievement for Punctuality and Reliability in February, we were just short of consecutive hat-tricks as we narrowly missed our Right Time Starts target.
PUNCTUALITY
96.4%
98.4%
84.6%
MAR
Right on Target
Our high-performing team was on target again in January, with a hat-trick of Key Performance Indicators (KPIs) helping get 2018 off to a great start.
95.5%
97.8%
85.1%
Platform changes at Newmarket:
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P L AT F O R M
Customers Matter While we’re all so busy delivering excellent service for Aucklanders, it’s important to take a step back once in a while and listen to what they’ve got to say. Here is some of the feedback we’ve received lately from our customers about Their Journey. “Today my 13-year-old son left his phone on the train to Orakei. I had a phone call from Binti, Station Team Leader, who said she had Samuel’s phone and wished to return it to him. I came into Britomart to collect it and thanked Binti personally. What a wonderful person she is. In the few minutes I spoke with her, she exuded such warmth and kindness and is such an example of a wonderful person. It is obvious she loves her job! You clearly have a very good team.”
“Please pass on to the gentleman who was making the announcements over the speaker when I was at Mt Albert Station around 8.30 this morning. I often hear him and he’s always BRILLIANT; so clear with what he says and always sounds so professional. He does such a fantastic job!”
“Visiting from USA, we landed at 9:20am and went to get an AT HOP card to catch the Onehunga Line to Newmarket near our hotel. Exiting the train, I left my cellphone on the seat. Not in NZ two hours and lost my cell phone! Ms. Jeanette jumped into action, calling ahead to locate the train I was on. Like a miracle, they found my phone. That alone I could not believe. They arranged for us to pick it up from Hong at Britomart who was ready with a smile. I filled out the claim form and we were back to Newmarket all in less than an hour of losing my phone. In the USA, it would have been gone forever, or the train employees would never have helped. We were so impressed with Jeanette’s kindness and persistence to track down my phone so quickly. Our trip could have been very bad and she saved the day! Gold star for Jeanette and the staff at Britomart station!”
“On 30 December my Eastern Line train arrived at Papatoetoe, where two young males attempted to board without making any attempt to pay for their fare. A member of staff on board the train stopped them and refused them entry as they were unable to produce tickets. He was firm but fair when dealing with this group and I think what he did was fantastic. His efforts have not gone unnoticed keep up the good work!”
“Just a short note to say how friendly, helpful and informative Dianne the Train Manager was today and always is; she’s a breath of fresh air. Please pass on my thanks to her for her customer care and welcoming smile.”
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T R A N S D E V M AY 2 0 1 8
Welcome Aboard! In February, Lymarah Wharerau became Transdev Auckland’s first female Communications Supervisor since Neysa D’Souza joined us in 2012. Lymarah’s career prospects look good; Neysa now leads the team, having worked her way up to Control Communications Manager. Welcome to the team, Lymarah! We welcomed two Trainee Train Driver Schools in March and April (below). Most of the new trainees heard about the job through referrals; if you know someone you think might make an awesome Train Driver, let them know we are hiring and check out our website for more info! Peter Lensink helped introduce Stacey van der Putten, AT's new Group Manager – Metro, to Transdev with a tour of our network. During her tour Stacey (pictured right with Grant Dowie at Wiri) met a number of Transdev staff, including Karthick, Neysa and the TOC team, Russell and Grant at Wiri, and Driver Aaron Yorke who kindly let Stacey share his cab on the way back to Britomart.
MARCH SCHOOL
5
APRIL SCHOOL
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P L AT F O R M
Working Together Star
Treatment
“I especially enjoyed seeing the passion in your staff and appreciated their open and authentic approach to meeting me and sharing their experiences. Thank you.” Stacey van der Putten GROUP MANAGER – METRO, AUCKLAND TRANSPORT
As reported in the last issue of Platform, trainee driver Danielle Ah Kuoi won the 2017 Transdev Australasia CEO Award for great Customer Service, having helped reunite a young autistic boy with his worried mum. Having picked Danielle from over 5,700 colleagues from across all Transdev Australasia businesses, CEO René Lalande came to Auckland to personally present Danielle with her award at the Britomart gateline, where they were joined by Peter Lensink, Michel Ladrak, Kelly Weekes, Gary Ryan and Mark Pitcaithly. Danielle is now training to become a Train Driver (see pg.5) having joined our April intake of Trainee Train Drivers! Keep up the great work!
Auckland Transport (AT) Transport Officers have been in place on the Western Line since last November and have been well received by customers. In March the numbers doubled to 22 TOs who are also working on the Onehunga Line. The TO role is a combination of fare compliance, customer service and safety. Special Events see them working in pairs with Police Officers on the trains to ensure crowds are well behaved and have a safe journey. During the Foo Fighters concert TOs worked alongside platform staff with passenger queues and train loadings. The close relationship with Police was recently seen with the TO team at Glen Eden helping the local Community Constable with problems he was having around the shopping area with fare evaders from the station. TOs are committed to ensuring all of our customers have a safe and comfortable experience when travelling around Auckland. 6
T R A N S D E V M AY 2 0 1 8
Pressing for Progress Our staff celebrated International Women’s Day in a number of ways across Auckland on 8 March. Lianne Maskell attended an event with inspiring speakers including Rez Gardi, who was named 2017 Young New Zealander of the Year for her services to human rights, and Michelle Kidd of the Te Rangimarie Charitable Trust, which helps homeless people in Auckland. The Black Ferns were also in attendance to receive an award from the award host, Zonta. Wendy Scott, Jon Baxter and Nicole Mackie attended the Zonta UN Women National Committee Aotearoa New Zealand breakfast with guest speaker, Sarah Trotman ONZM. Transdev Australasia shared online video stories of three female members of our team to help encourage more women to join the ‘not-so-male-dominated-any-longer’ public transport industry. Dee-Anna is a Train Manager from Wellington.You can hear her story here. youtu.be/FrvQcU_Di-A #PressforProgress #IWD2018 7
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P L AT F O R M
Leading Edge Since the start of 2018 three exciting new programmes have been launched to nurture leadership throughout Transdev, from our current managers and supervisors to aspiring leaders of the future.
Leadership Development Programme Our inaugural Leadership Development Programme launched in February. Wendy Scott, Senior Learning and Development Consultant, is working with The Learning Wave to deliver this custom course over several months. Fifteen of our Operations leaders are working towards a Level 4 NZQA in First Line Management, with another 16 set to achieve the Introduction to Team Leadership (ITL) Level 3.
Emerging Leaders Business Orientation
Early Talent Development Programme
Open to anyone not currently in a management role, this programme offers aspiring future leaders a look beyond the gateline in order to increase business knowledge. Running monthly from April to December, modules delivered by senior Transdev Auckland leaders will feature real-life challenges they have faced and what steps they took to overcome them. The interactive modules enable attendees to ‘have a go’ at decision making that senior leaders are faced with daily. The first day took place in May under guidance of Michel Ladrak and Peter Lensink. For more information or to take part, contact Wendy.Scott@transdev.co.nz.
This new programme offers staff from New Zealand and Australia the chance to increase their visibility within our business and build their career toolkit. Participants will receive individual mentoring, motivation and personal branding masterclass, additional on-thejob learning opportunities and experience on a multi-disciplinary project sponsored by a member of Transdev Australasia’s executive team. For more details, contact Amanda.Selleck@transdev.com.au.
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T R A N S D E V M AY 2 0 1 8
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I S S U E 1 2 P L AT F O R M
Auckland Zoo was BUZZING with excitement for Zootopia 3 on 10 March.
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T R A N S D E V M AY 2 0 1 8
The Old Elephant House was transformed into a HIVE of activity with colourful creepy crawly creations in celebration of the zoo’s newest exhibition: the Bug Lab. Over 800 staff and their families enjoyed the family fun day, with many dressed in theme, including tiny lady bugs, buzzy bumble bees and some very creative bug-themed costumes! More magic continued with our crafty face painters creating some intereSTING bug-inspired faces, followed by bouncy castle fun and jungle games with Ryan the Wilderness Explorer. Without a cloud in the sky, Transdev Auckland staff and their families were able to enjoy their customised picnic lunches in the shade of the palm trees under a very vocal spider monkey enclosure. Thank you to everyone who came and enjoyed Zootopia 3 and congratulations to all the lucky winners of our fantastic competitions.
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P L AT F O R M
“From the star t to the finish li ne, my grandchild ren were exhauste d due to all the fun had at the Zoo!” 12
T R A N S D E V M AY 2 0 1 8
at day “such a gre see all o u t a n d to gues our collea ilies” and our fam
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I S S U E 1 2 P L AT F O R M
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T R A N S D E V M AY 2 0 1 8
WINNERs
Tania Hooper
HIGHLY COMMENDED
LOVE BUGS AND ANIMALS
0-3 BABY DRAGONFLY
BEST DRESSED BUG or ANIMAL
Freddie Tuala WILD THINGS
Jade Ridley Fazjin Ariki
Alofa Eti
4-8 LIL’ TIGERS
FEEDBACK TIME at the ZOO
Zoe Baker Maya Prabu Chloe Hoy Fong
Norman Ngatai COLOURING Competition
Prabu Ramachandran
9-15 BEE COOL
Anita Yu Alana Robertson LOVE BUGS AND ANIMALS 4-8 LIL’ TIGERS
Amaris Upland 9-15 BEE COOL
Telesia Windlebourne Ethan Merralls
15
OVER 300 COMPETITION ENTRIES!!
I S S U E 1 2 P L AT F O R M
m u c h fo r o s u o y k n a “Th r family to u o g in it v in r) y son (Olive M . 3 ia p o t o Zo .” ch a blast.. and I had su Norman Ngatai
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T R A N S D E V M AY 2 0 1 8
Happy Chinese New Year! Staff at seven sites – Britomart, Papakura, Pukekohe, Henderson, Wiri, The Strand and Head Office – enjoyed a shared lunch comprising over 2,000 savoury and sweet Chinese treats on 16 February as we marked Chinese New Year 2018 in style. In addition to sampling authentic cuisine, staff had the opportunity to learn the ancient art of Chinese calligraphy. 2018 is the Year of the Dog, which symbolises honesty and loyalty according to Chinese astrology. Thanks to the guidance of Kit Hoy Fong, Peter Lensink (right) avoided making a dog’s dinner of his efforts!
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Special thanks to Kelly Weekes, Yiling Zhu and Kit (Papakura and Pukekohe), Winnie Go-Changco, Jane Be and Phoebe Phan (Britomart and Henderson), Hoani Muller and Peter D’Cruz (The Strand and Wiri) and our Facilities Administration team for making sure that the celebrations were enjoyed by as many staff as possible. The celebrations were organised by the Transdev Auckland Diversity & Inclusion Council. Keep a look out for other events throughout the year to celebrate our diverse workplace!
I S S U E 1 2 P L AT F O R M
headline changes to rail fares:
Fare Play AT Metro introduced new fares in February in order to reach its target of recovering 50% of public transport costs. Here are the
§§ Some tertiary fares have increased by 7c to 10c §§ Adult and child three-zone fares decreased by 5c to 8c §§ Monthly Pass prices increased For full details visit: at.govt.nz/athopterms
Station Status Stations across the Auckland network continue to be improved as demand for our services grows.
from the existing car park through the park area and mobility car parking relocated closer to the new footpath for improved access.
Electronic ticket gates have been installed at Manurewa Station to help improve safety and reduce fare evasion as part of the Security and Fare Enforcement (SaFE) project.
Meanwhile, concert-goers and Rugby League fans alike will soon be able to access Mt Smart Stadium more quickly with less crowding thanks to improvement works at Penrose Station. Platform 3 is being extended by a whole 55 metres to allow 6-car trains to service the station during Special Events, with a new staircase, new lighting and better CCTV and public announcement systems also being installed.
Papatoetoe is the next station scheduled to benefit, with new electronic ticket gates currently being fitted at the station’s southern entrance. A newly-installed shelter will cover the new gateline and meet the existing canopy. Other improvements at Papatoetoe include a new set of stairs meeting the existing footbridge, a new path
For more information visit at.govt.nz/projects-roadworks
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T R A N S D E V M AY 2 0 1 8
Smashing Safety Stats
RAIL SAFETY
It’s been a great year so far on the Zero Harm front, with records broken across the board!
HEALTH & SAFETY
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SECURITY
I S S U E 1 2 P L AT F O R M
(HIGH)
vis-à-vis safety Transdev Auckland’s senior management team visited our partners at Construcciones y Auxiliar de Ferrocarriles (more commonly known as CAF) at Wiri recently, enjoying a tour of the bright and shiny depot where our EMUs are maintained. Thanks to CAF’s Stuart Ferguson AIRO (LION) for hosting. As you can see, the hi-vis were nearly as bright and shiny as the depot!
If there are any matters that you would like the Zero Harm Committee to discuss, please get in touch with your representatives 20
T R A N S D E V M AY 2 0 1 8
Cycle Challenge A big factor in keeping safe is looking after our health and wellbeing. A number of staff took part in the Auckland Bike Challenge in February, which was a great way to stay fit and healthy - and gave Peter Lensink an alternative way of getting to and from work, too!
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ISSUE 12
eonwplatform 12 N arrivals Little Grace Collins, daughter of Kim and Adrian, IT Manager, paid us a visit earlier this month and totally won over the Finance team! Grace arrived just in time for Christmas on 15 December 2017, and since then has mastered bath and story time and is a huge screen fan we have a new mini IT geek in the house!
We also warmly welcome Commercial Analyst, Yiling Zhu and Humberto Jorquera’s new-born son, who arrived on 4 April!
P L AT F O R M
Special Events 11 May
Blues v Hurricanes Eden Park*
11 May
Jimmy Barnes Spark Arena*
12 May
Warriors v Roosters Mt Smart
12-13 May
Partial BOL
19 May
Blues v Crusaders Eden Park*
21 May
Imagine Dragons Spark Arena*
26 May
Warriors v Rabbitohs Mt Smart
1 Jun
Niall Horan Spark Arena
2 Jun
Blues v Rebels Eden Park
2-4 Jun
Partial BOL
9 Jun
All Blacks v France Eden Park*
22 Jun
Ice Hockey USA v Canada Spark Arena
23-24 Jun
Partial BOL
29 Jun
Blues v Reds Eden Park
29 Jun
Warriors v Sharks Mt Smart*
* Extra Services
If there are any matters that you would like the Zero Harm Committee to discuss, please get in touch with your representatives 22
PLATFORM MAY 2018 ISSUE 12
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