APRIL 2017 / edition 6
news
from here and there
In this edition New 10 Safety Behaviours Driverless shuttle trial Golden Star Awards Diversity targets announced
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L to R: Peter Milonakis, Martin Kearney, Ben Smith, Matthew Lloyd, Rebecca Bar-Sela, Shawn de Wit, Rob Marangon, Sally Brickwell, Trent Miller and Paul Zagami
News from here and there
L to R: Melbourne celebrated the opening of Thomastown Depot in March – pictured: Transdev Melbourne MD Warwick Horsley, Bronwyn Halfpenny MP, Ros Spence MP, René and Acting Head of Operations and Performance at Public Transport Victoria Geoffroy Denis
Message from OUR CEO We’ve had a successful first quarter of 2017. Our financial indicators are on track, with Earnings Before Interest and Tax (EBIT) slightly ahead of budget. We are exploring many exciting new opportunities to grow our business, both our existing modes and new modes such as operating electric driverless shuttles for first and last mile public transport journeys. It’s an exciting time to be working at Transdev Australasia. I hope you feel that too. Uncompromising Safety is our number one priority guiding how we work day to day. We had a Lost Time Injury (LTI) free month in February, and both our Total Recordable Injury Frequency Rate and our LTI Severity Rate continue to trend down. These are important signs we are making progress toward a proactive safety culture. On the topic of safety, this month Thierry Mallet introduced the global ‘10 Safety Behaviours’ that represent our fundamental expectations of every employee. There’s more information about this later in this newsletter. One of the 10 Safety Behaviours is ‘Respect all signals, signs and speed limits’. It’s an obvious one, and simple at face value. But, it’s a critical behaviour we’re not getting right all of the time – particularly in our rail businesses where we had 10 Signals Passed at Danger (SPADs) incidents in February. I know you will agree this is 10 too many, and I know this result doesn’t reflect our people’s level of care. There are many complex factors at play here.
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To respond proactively, I’m pleased to announce we will host a rail forum in Auckland mid-year focused on improving our performance. We will bring together our local experts from Auckland and Wellington, experts from other business units in TDA and experts from Transdev group worldwide. By leveraging our local knowledge and global expertise I am confident we will achieve the improvement necessary. Finally, I am so proud our people’s great work is achieving industry wide recognition. Buslink VIVO was recognised recently as a ‘finalist’ in the Innovation category of the Australasian Road Safety Awards. And in some terrific news, Harbour City Ferries (HCF) has won ‘Best Internal Communications or Change Management’ Award at Mumbrella’s CommsCon Awards for their Grassroots Video Newsletter. CommsCon are Australia’s biggest PR and communications awards – and the success of Rebecca Bar-Sela and the team at HCF shows innovation and enterprise can beat bigger budgets; the team beat finalists from PwC, Commonwealth Bank and PepsiCo. External recognition is nice, but celebrating our people within our business is just as important. Our Golden Star Awards are now live for 2017, and I hope we will receive even more nominations than the 408 last year.
René Lalande Chief Executive Officer
Messages from our
Chief Operating Officers News in brief from the desks of Peter Lodge our Chief Operating Officer (COO) Victoria, Western Australia, Northern Territory and New Zealand, and Shane Ellison our COO New South Wales and Queensland.
Adele and Transdev duet a hit International superstar Adele kept Transdev busy during March! Her concerts in Perth, Melbourne, Wellington and Auckland drew big crowds and we were there to get people to the show. In Auckland we safely moved almost 27,000 concert goers, drawing praise from patrons and our client Auckland Transport.
Ops achieving for customers Our operations continue to deliver good operational performance, with no major incidents in 2017. Our New Zealand rail businesses achieved excellent customer satisfaction results in March. Auckland achieved an all-time record score of 92.1% in Auckland Transport’s most
recent survey – higher than any other local mode of transport including local ferries. Wellington also achieved a score of 92% in their recent Metlink customer satisfaction survey. Fantastic results and a testament to the hard work of the Auckland and Wellington rail teams.
Buslink VIVO recognised Buslink VIVO’s shortlisting for the Australasian Road Safety Awards in March is testament to our strong safety record, safety governance and culture in Darwin.
Thomastown depot is go Bing’s half century Well-deserved long service awards have been presented to employees in Melbourne and Perth, with drivers recognised for 15 and 20 years of service. In Wellington, Locomotive Engineer Bruce “Bing” Crosby was recognised for 50 years’ service. Congratulations to all long serving and loyal employees recognised. We truly appreciate your contribution.
Operations have commenced from our new state of the art bus depot at Thomastown in Melbourne.
Laurence Broseta visit Our Zone Director, Laurence Broseta visited Perth in early March. Laurence was impressed by the friendly and knowledgeable employees she met, and the professionalism of the operations. - Peter
Harbour City Ferries success
Dealing with Exceptional Events
Congratulations to Martin and the team on their Mumbrella CommsCon Award. What is really good to know is that some of the shipyard and afloat teams, who contribute to the award winning video newsletter, were able to be at the industry event to celebrate.
In the last month there have been some extreme scenarios that our teams have handled. We transported huge numbers of over 55s customers on our Light Rail network to attend the Premier’s Gala Concerts in Sydney. And, our ferry teams responded exceptionally when faced with serious incidents (you can read more about that in the Safety pages of this newsletter). Safety and customer communication was carefully considered and we received positive feedback from customers and stakeholders alike.
Top 20 for 2020 in New South Wales and Queensland Our overall focus continues on the Top 20 for 2020 with emphasis on gaining engagement from the frontline teams. We are developing supporting tools to really bring alive the different projects. Relating them directly to the work going on in each business to gain real buy-in to the impact that we can make, via our people, for our customers.
And the results are in… The Transport for New South Wales Bi-Annual Customer Satisfaction Survey results confirmed that all three Sydney
Metropolitan Bus Service Contracts are performing really well. With an average 93% overall satisfaction score, all contracts are significantly improved from the base point in November 2012 and have delivered the highest ever result. It’s pleasing to know that we are keeping our customers safe and secure too - this attribute was our highest rated at 95%. In Queensland, the bus Enterprise Bargaining Agreement process is ongoing. We received a ‘no vote’ outcome In March meaning that it is back to the drawing board for a newly drafted Agreement and consultation process. In the meantime our people continue to be engaged with the new driver Buddy Programme which has been recently relaunched. - Shane 3
News from here and there
SAFETY Transdev group launches 10 Safety Behaviours “The initiative is designed to guide every one of our 83,000 employees including Thierry himself, to help us to work safer,” he said.
Transdev group CEO Thierry Mallet announced a new global safety initiative in late March. He introduced ‘10 Safety Behaviours’ that represent the business’ expectations of every employee when it comes to delivering on our number one priority and credo ‘Uncompromising safety’.
The critical next step is to communicate broadly and encourage the use of these safety behaviours by all our employees and contractors.
Transdev Australasia General Manager, Group Health Safety Environment and Quality Wayne Richards said the 10 Safety Behaviours were developed through a group wide process.
TDA will work with local business unit leaders and safety management teams to launch the initiative, and roll out supporting communications over the coming months.
“Thierry and his team looked at Transdev’s operations across the world, and have come up with this list of 10 behaviours that are relevant no matter where you work,” Wayne said.
The 10 Transdev Safety Behaviours are:
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Lead by example and promote safety culture
Respect zero tolerance drug and alcohol policy
If you see something, say something
You are responsible for your own safety and for the safety of others
Always follow procedures, don’t cut corners
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Respect all signals, signs and speed limits
Always wear your personal protective equipment.
Ensure your workplace is tidy and all equipment well maintained
Report and investigate all incidents in a timely manner
Share knowledge and best practices with your colleagues
New Health and Safety Policy in the works As part of the safe@transdev action plan, we are updating our Health and Safety Policy for Australasia. The new Policy will incorporate Transdev’s new 10 Safety Behaviours. The Policy is currently at draft stage, with copies sent to your business unit leaders and safety management teams for feedback.
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All employees are invited to take a look at the draft policy and provide feedback before 21 April. If you would like a copy, please contact Wayne Richards via wayne.richards@transdev. com.au or on +61 447 301 364.
Did you know: Our Total Injury Frequency Rate (12 month rolling average) at the end of February is 35.2. That’s down from 52.1 at the same time last year. 4
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SAFETY Experience and team-work shine in adversity Our Ferry masters and crews in Brisbane and Sydney routinely train for all types of on-water emergencies, and their expertise shone bright during a number of incidents recently. A Brisbane CityCat and two CityFerries were first responders when a yacht caught fire on Brisbane River in late February. The yacht was first spotted by crew aboard CityFerry Doomba who directed CityCat Tunamun, in the vicinity, to render assistance. The crew of Tunamun extinguished the fire using its on-board firefighting systems. Ferry operations control centre coordinated Water Police, Fire and Ambulance due to concerns of the welfare of the person on board the yacht. CityFerries Lucinda and Bulimba, also in the vicinity, remained on standby for assistance. Bulimba transported Police and Fire out to the yacht and transferred a man from the yacht back to shore for attention from Ambulance crews. The team received a heartfelt card (see a copy on the right) from the yachtsman’s daughter, Jessica Smith, thanking the CityCat team for saving not only her father’s boat, but his home and possibly his life.At Harbour City Ferries in Sydney two incidents also stood out. On 9 March, the Queenscliff experienced mechanical issues close to Manly Wharf. All 230 customers on board were kept safe and well informed until they could disembark at Manly Wharf after a two-hour delay. Despite the long delay, customer Kate McPherson was quoted in the media giving positive feedback about our Master at the helm. “He’s done a really good job about keeping everybody informed about what’s happening,” Kate said. A week later on 16 March, a man jumped overboard from the Pam Burridge near Circular Quay requiring assistance. In each of these cases, our people’s professionalism and action in difficult circumstances were recognised by customers, the media and our clients.
business development Focus on New South Wales Sustainable growth continues to be a high focus for our Business Development team and business units, and opportunities in New South Wales in particular are keeping our teams busy. We submitted two separate responses to Transport for NSW’s “Expression of Innovation” process for innovative Transport on Demand (TOD) services in Sydney. Our TOD proposals included leading edge digital booking and allocation technologies adopted from our US and European businesses.
We also submitted a tender to TfNSW for the provision of rail replacement bus services for the Epping Chatswood rail shutdown. The existing railway line will be shut down for up to 7 months from August 2018, to enable the line to be upgraded as part of the Sydney Metro project. The Brisbane bus contract renegotiation process has recommenced in earnest with submissions due in April 2017. The outcome of the Wellington bus tender is expected in April 2017.
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News from here and there
INNOVATION & technology
South Australia’s Minister for Transport and Infrastructure Stephen Mullighan, and Flinders University Vice-Chancellor Professor Colin Stirling at the funding announcement in March
Bridging transport gaps for commuters in South Australia Transdev Australasia will coordinate daily operations and manage various aspects of a $4 million Autonomous Vehicle trial at Flinders University announced in March.
Members of the public will have the opportunity to experience the electric driverless shuttles as the trial advances.
The project – which will receive funding from the South Australian Government’s Future Mobility Lab – sees the University working in partnership with the RAA and industry to trial “last mile” public transport shuttle services.
Transdev operates autonomous vehicles at a number of locations worldwide, and we are actively pursuing opportunities to operate autonomous vehicles in Australia and New Zealand. Stay tuned.
“As a leader in autonomous systems research, Flinders University is the perfect testing ground for this exciting, transformational technology” Flinders University ViceChancellor Professor Colin Stirling said. “The trial will include the development of a mobile app, so that people arriving by bus or train can book a shuttle to be meet them, and ferry them to their destination on the Tonsley or Bedford Park campuses. It will also include a feature showing the shuttle’s location, and vision streamed from the vehicle” Professor Stirling said.
What are ‘last mile’ services? So called ‘first mile’ and ‘last mile’ services bridge gaps for public transport users between train/bus/ferry stops and their home/office or any other destination. We see driverless shuttles playing an important role in providing these services to Australian and New Zealand commuters in the future.
Meet the team behind the screen Transdev Australasia’s IT team receives about 2,000 requests for service and help each month, including 700 phone calls. It’s a big task for a small team. And this month we thought we’d help you put faces to names of your IT Service Delivery team who answer your emails and calls.
L to R: Chintan Mehta, Nikul Vakharia, Anton Kravchenko, Firat Sagra, Nick Jankulovski, Ronald Jacob
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You can contact the team for IT help via: IT Service Desk Portal: http://phoenix.vta.local Phone: 1300 327 424 (AU) / 0800 245 383 (NZ) (if calling from overseas) +61 3 8681 7555 E-mail: helpdesk@transdev.com.au
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People & culture Diversity targets announced Did you know we have set ourselves ambitious targets to diversify our workforce? The targets to achieve a 50:50 male to female recruitment ratio, and 40 per cent recruitment of under 35s in five years’ time are part of the Top 20 for 2020 project on Diversity and Inclusion. News From Here and There spoke to Group Manager Talent and Diversity Donna Jones to understand what Transdev’s efforts to diversify our workforce are all about, and why it makes good business and community sense. Hi Donna, thanks for your time. Why does diversity matter? Fundamentally, correcting the historical gender bias in our workforce is the right thing to do. We are a community moving communities, and it makes sense for our workforce to reflect the communities we serve. But it makes a lot of business sense too, attracting and retaining a diverse workforce gives access to a wider talent pool, broadens perspectives and innovation and ultimately will drive stronger growth and profit. How diverse is our workforce today? Culturally we are very diverse, and that’s a great thing. In terms of gender and age, we are heavily skewed to the older, male demographic. This is the case across the business from our Executive team to our frontline employees. Overall about 14% of our workforce are women.
women and young people for example related to personal safety. Once we’ve achieved a level playing field in those areas, there’s work for us to do to make sure we support a culture that welcomes and supports diversity. That’ll involve leadership accountability, measurement and reporting, training and mentoring. How will the project impact our existing workforce, should our men feel less wanted? First and foremost, we need everyone’s support, referrals of women in your lives, and input to drive cultural change in our businesses and industry as a whole. I’m very confident that we’ll get that support, because creating equal opportunities for women and young people is a good thing. We are all part of families with mothers, partners, sisters and daughters. Who doesn’t want the best for all of their family? How can we find out more? You can call me on +61 3 8685 2759 or email me at donna.jones@transdev.com.au Thanks, Donna.
How will we achieve 50:50 male to female recruitment in five years? It’s ambitious, there’s no doubt about it. But I can tell you all major industry players, our clients and governments are aligned on the benefits of diversity so we’re not going at it alone. In terms of our activities, we’ll begin by reviewing our attraction, assessment and selection processes to address barriers to
Sydney light rail driver Alida is in the minority - women make up only 19% of the rail industry
Our age diversity profile
Comparing our industry’s gender diversity profile A comparison of the road/rail passenger transport industry to aviation (Source: wgea.gov.au)
Current employees by age group (exc. Buslink Vivo and Harbour City Ferries) 1200
90
84.2
81
80
Workforce composition (%)
1000 800 600 400 200 0
16-25
26-35
36-45
46-55 56-65 Age group (Years) Female
Male
66-75
76-85
70 60.5 60 50
39.5
40 30 20
19
15.8
10 0
Road passenger transport
Rail passenger transport Female
Airport operations
Male
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Does someone you know deserve recognition?
We are excited officially announce the launch our Golden Star Awards for 2017, with nominations now open. Our Golden Star Awards are an internal reward and recognition program for our best performing employees who consistently go above and beyond in their day to day work. This year we are pleased to reveal the addition of two new categories: Innovation and Leadership. Since our awards began in 2012, we have received over 880 nominations from across Australia and New Zealand.
Who can nominate?
How can I nominate?
All Transdev employees are invited to nominate colleagues for a Golden Star award.
You can nominate using the online form by going to www.transdev.com.au/GoldenStarAwards on your mobile, tablet or computer.
You can nominate yourself, or be nominated by your colleagues, supervisors, or senior managers. We encourage you all to keep a look out for great contributors, who you believe deserves to be acknowledged for the work they do that goes above and beyond the day to day, and makes working at Transdev special. There are eight categories that you can nominate people for: Safety Hero, Commitment, Partnership, Passion, Performance, Customer Service, Innovation and Leadership. Look out for the official Golden Star posters and brochure located throughout your workplace for more information.
What can you win? If you are a winner of one of the Golden Star categories at the end of the year, you will be flown to Melbourne for the Golden Star ceremony, have one nights accommodation in the CBD, enjoy a celebratory lunch with the executive team and receive a $1,000* travel voucher.
Please note, if you are part of a team winning a particular category, the $1,000 travel voucher is divided among the group members.
Customer & communications
Caption goes here
Going for Smiles participants. Inset: Our new T.eXperts with trainer Matthieu
T’eX and Going for Smiles Training With technology and our customers’ needs and expectations rapidly changing, it’s more important than ever before to be customer focused. Members of our Communications, and People and Culture teams were recently trained in Transdev group’s customer service programs T.eX and Going for Smiles in Sydney. The training was delivered by customer experience expert Matthieu Pelletier. Group Manager Corporate Affairs and Communications Kathy Lazanas said the two programs are designed to help us deeply understand our customers and stay ahead of the pack in customer service.
The team enjoyed a tour of our light rail network
Customer and Community Forum held in Sydney Our Australian and New Zealand customer and communications community came together in mid-March for a two-day forum in Sydney. Transdev WA’s Jodie Potter said attending the forum was time well spent.
“Our businesses consistently achieve strong customer satisfaction results, and we can proudly say that delivering great customer service is a core strength of ours,” Kathy said.
“It was energising to see all the great work that’s happening in the different businesses, and a very positive conference,” Jodie said.
“These programs will be progressively rolled out in our TDA businesses, and will only help us be even better,” she said.
“It was useful to discuss our challenges, and we worked together to come up with some innovative and simple solutions to create positive outcomes,” she said.
T.eX is already underway in Transdev Melbourne.
News from here and there
Customer & communications
Tim and René in Melbourne
Race Discrimination Commissioner visits TDA Our CEO René Lalande met with Race Discrimination Commissioner Dr. Tim Soutphommasane in March to talk about racism on public transport (PT). Sadly, PT is near the top of the list of places you’re likely to encounter racism. Other hot spots are your neighbourhood, shopping centres and work. A 2016 survey by the Scanlon Foundation (Australians Today) found “relatively high levels” of discrimination on PT are
reported by customers born in India, China, HK, SK and African countries. Further, as many as 68% of South Sudanese-born respondents reported experiencing discrimination on PT. We have supported the Australian Human Rights Commission’s ‘Racism. It Stops with me’ campaign since 2014, and this year we’re looking to renew our efforts to make sure our services welcome everyone equally.
Harbour City Ferries’ Haig Gilchrist’s photos on Instagram went viral and made news around the world. Visit www.beyondthewharf.com.au to read a profile on Haig, and see more great photos of journeys on Sydney Harbour.
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Corporate Affairs The Window Seat A snapshot of politics and transport news from our GM Group Corporate Affairs and Communications Kathy Lazanas Australia:
SA
NSW
New Zealand: Federal Minister for Infrastructure and Transport Darren Chester has released the consultation draft of a new Guide to improve disability access to the public transport systems
Transport Minister Simon Bridges’ announced Auckland will get light rail between the CBD and the airport three decades from now.
Seven projects will share in $5.6 million from the first round of funding from the Future Mobility Lab Fund with other projects to be announced soon.
In Wellington, light rail between train stations and the airport is also a hot topic with Mayor Justin Lester continuing to support the option
Premier Gladys Berejiklian announced the introduction of an extra 85 weekly ferry services from October.
WA
WA has a new Labor Premier, and a new Planning, Transport and Lands Minister Rita Saffioti following the 6 March election
VIC
Parliamentary Secretary for Public Transport Ros Spence joined Transdev Melbourne to officially open our new $8.6 million depot at Thomastown
QLD
The impact of Cyclone Debbie is overshadowing other political issues
Dates for your diary 14 – 17 April Easter
25 April ANZAC Day
20 April Rail R U OK Day
1 May Labour Day (Qld)
Got a story to tell? We’re always on the look out for great stories and photos to share with our employees, customers and stakeholders (using channels like twitter, facebook and LinkedIn). Please send your ideas to communications@transdev.com.au
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Did you know: of Australians think that the highest priority issue for transport in Australia is public transport improvements. The finding is from the biannual Transport Opinion Survey conducted by Sydney University’s Institute of Transport and Logistics Studies (read the full report at http://sydney.edu.au/business/itls/tops)
37%
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News from here and there
LEGAL & Commercial Focus on Privacy Law Corporate Counsel Emily Jordan-Baird demystifies Privacy Law, and how compliance is managed at Transdev Australasia. What’s Privacy law? Privacy law governs the way that organisations and government agencies can collect, use and store personal information. The main pieces of legislation is the Privacy Act 1988 (Cth) which applies across Australia and the Privacy Act 1993 in New Zealand. There are also additional State Acts which also address areas of privacy. From March 2014, changes to the Australian federal privacy laws took effect which introduced the 12 Australian Privacy Principles (or APPs). The APPs include the requirements to manage Personal Information in an open and transparent way, restrictions on the collection and use of Personal Information and whether this can be transferred overseas and the right of an individual to access any personal information held about them. Compliance with privacy law is regulated by the office of the Australian Information Commissioner and a breach of the APPs by a company can result in fines of over $1.7 million. What type of personal information do we collect at Transdev? The types of Personal Information Transdev collects include names, contact details, CVs etc. during processes such as job applications, scheduling, complaints handling and competitions.
There is an exception in the Privacy Laws for Employee Information. However this employee exemption only applies to the direct employer – as a result, TDA cannot disclose to a third party the personal information of an employee of its subsidiary (and a subsidiary cannot disclose personal information of an employee of another Transdev company). It is also important to note that the employee exemption does not apply to contractors or to job applicants. All employee information should be handled with care and confidentiality in accordance with Transdev internal procedures. How does Transdev handle personal information? Transdev have a comprehensive privacy policy located on our website which sets out how we handle personal information: http://www.transdev.com.au/general/privacy-policy/ . It’s good practice to read through the privacy policy and ensure you are familiar with Transdev’s commitments relating to Personal Information. This year TDA legal will also be working with Communications and Corporate Affairs to roll out refresher privacy training to the Communications and People & Culture teams as well as conducting an audit of how we handle Personal Information to ensure we are complying with our obligations. We will also be working on a data breach notification procedure which will set out how we deal with data breaches in time for the introduction of the new legislative obligations in 2018. How can I find out more? If you have any specific questions about privacy at Transdev, or would like to schedule a privacy law training session please email tda.privacy@transdev.com.au
We need to handle all personal information in a sensitive and careful manner
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Melbourne Sydney Brisbane Perth Darwin Auckland Wellington
www.transdev.com.au