MARCH 2020
GANGWAY
Image Credit: Aaron Brown
one of two
A message from Alan Hi everyone, It’s already been six months since I joined Transdev Sydney Ferries, and in my time here I had the chance to witness the teamwork and commitment that people put into their work every day, and how the team is always ready to step up in difficult moments. Although we had to face complex environmental challenges, such as bushfires and storms, summer runnings were still a success. I was glad to see how the team managed to work against harsh conditions and, most importantly, always put the safety of both customers and staff as the top priority. Well done! The consultation process for the proposed 2021 ferry service changes has certainly kept us busy for the past four months. We are aware of the announcement made by the Government not to proceed with the proposed changes to the F3 and F8 ferry routes. Following community consultation and stakeholder engagement, we are preparing a consultation report for consideration by Transport for NSW that will help guide the final service plan. On Demand ferry has been in operation for more than five months now, with high levels of customer satisfaction. Customers love travelling on Me-Mel and are very keen on seeing the service extended. We hope the reduced fare will increase the patronage for this fantastic service. Finally, I am very pleased to announce that we have welcomed two females in trades role at Balmain Shipyard – an Engineer and a Ship Repair Assistant. This demonstrates our commitment to improving gender diversity and reflects the work that we are doing to make a more inclusive, friendlier and diverse workplace.
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Stay Safe, Alan
GANGWAY – March 2020 | 1
Uncompromising Safety
COVID-19 Coronavirus Update We are continually monitoring the Australian and NSW Government information and advice related to the Noval Coronavirus that was first reported in Wuhan, China.
It is important to note that there is currently minimal risk to the public and our workers in Australia. Of those infected with the virus, most only suffer symptoms of a heavy flu virus, currently only the elderly or people who have a weakened immune system (heart / respiratory infections) are at heightened risk of serious symptoms.
Coronavirus Prevention Tips
Wash your hands frequently Always wash your hands with soap and water or use a hand sanitiser prior to eating and before touching mouth, nose, eyes.
Although the risk of contracting the virus is very low, it is important for everyone to practice good hygiene to reduce exposure to and transmission of a wide range of illnesses, including the Novel Coronavirus.
co f f co f f
Cough Etiquette Cover your nose and mouth when coughing and sneezing using a tissue or flexed elbow.
Handwashing steps Duration of the entire procedure: 20-30 seconds
1a
1b
Apply a palmful of the product in a cupped hand, covering all surfaces;
3
4
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FLU SEASON AHEAD
Get your free flu shot! Details will be shared in the coming weeks. Check the myTransdev app for more information.
Rub hands palm to palm;
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CHANGES TO YOUR FITNESS PASSPORT Right palm over left dorsum with interlaced fingers and vice versa;
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Palm to palm with fingers interlaced;
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Backs of fingers to opposing palms with fingers interlocked;
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New membership pricing effective 21 February 2020 $14.95 per week Single membership (employee only) $21.95 per week Family membership (employee + partner + children U18)
Rotational rubbing of left thumb clasped in right palm and vice versa;
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Rotational rubbing, backwards and forwards with clasped fingers of right hand in left palm and vice versa;
Once dry, your hands are safe.
$14.95 per week Dependent child U25
FROM THE SHIPYA
RD
Wharf 3 upgrade Wharf 3 at BSY is not only one of the pivotal maintenance wharves but, on a more strategic scale, is also a pivotal berthing wharf for night-time berthing of vessels. Due to the age of the three wharves at BSY, there has been a considerable amount of effort and resources (both financial and personnel) applied over the last six months to have wharves 1 and 2 remediated and recertified. Currently wharf 3 is nearing a key progression milestone for her remediation works (Check out the photos!). These works will continue for several more months, but upon completion will allow for the longevity and continued use of all three wharves at BSY, thanks to the remediation works and recertification of the structural integrity.
BSY rolls out confined space refresher training Due to the nature of the duties of all maintenance and engineering personal at BSY, it is a legislative requirement to ensure that all confined space workers are suitably trained in confined space entry and, where required, confined space rescue procedures. Recently, BSY has taken the initiative to begin processing all maintenance and engineering staff at BSY through confined space refresher training. This is conducted every two years to ensure our staff are kept up-to-date with the most current rules and regulations along with changes to best practices. This refresher training along with the initial training for new starters ensure that BSY maintenance and engineering staff are correctly trained, authorised and deemed competent to undertake the high risk evolution of entering and working within a confined space, both onboard the vast amount of vessels currently within the TDSF fleet but also across the fixed facility assets under TDSF remit.
30 years of service Thank you to Jeff Irvine for your 30 years of continuous service at Balmain Shipyard! Jeff has played a pivotal role in the maintenance and fault diagnostics of all things mechanical across the current and previous fleets of TDSF and all previous iterations of the Sydney Ferry brand over the past 30 years. From everyone at Transdev Sydney Ferries, “Congratulations Jeff on a stellar career to date and thank you for your service to the NSW public.�
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People and Culture
Welcome to our New Starters!
Andrew Roberts Ship repair Assistant
Jordan Perdia Apprentice Boilermaker
International Women’s Day, March 8 International Women’s Day provides an important opportunity to celebrate women’s achievements while calling for greater equality. The theme for 2020 is #EachforEqual Let’s actively choose to challenge stereotypes, fight bias, broaden perceptions, improve situations and celebrate women’s achievements! At TDSF, we celebrated on Friday 6 March with cupcakes and some #IWD2020 Selfie Cards in support of #womensequality for #internationalwomensday at CQ, BSY and Barangaroo, including crib rooms. Be sure to share your selfie cards photos on myTransdev app!
Mardi Gras 2020 Proudly supporting Mardi Gras 2020. We are proud of our diverse workforce, and the inclusive culture that is fostered by every one of our Journey Makers.
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Kirk Mitchell Shipwright
Aleks Teixeira People & Culture Advisor
Ops Update
Ops Update Our first summer since the start of the new contract is now behind us! Thanks to everyone for your effort and professionalism shown in the last few months in keeping our customers moving during this busy summer despite the difficult working conditions.
We moved 110,000 customers on Sunday 29 December Dry Hire End of January we commenced Dry Hire of our four regular charter vessels. With this came the opportunity to work with staff and union stakeholders to introduce improved career opportunities for our staff. We are now able to offer our staff a pathway from Master V to Master IV without the need to leave our business to obtain the practical driving time required. Thanks to all involved in preparing us for both Dry Hire implementation and the commencement of our Master V to IV Internship.
Planning for Vivid 2020 As we leave our summer runnings behind us, we set our minds to our next challenges ahead, with Vivid just a couple of months away. Vivid will commence on 22 May and will run until 13 June, and it will be another busy period for the Operations team. We will start preparing soon and we will share more information as we get closer to the date.
30 years of service Congratulations and many thanks for your service!
Peter Windsor Jason White Barry Barber
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Customer Experience and Communications Update
Learn more about our Customer Experience program T.ex
What is T.ex? T.ex is the Customer experience program developed by Transdev Group to capture and understand what our customers actually experience when they travel with us and how we can improve their journey.
Where does T.ex sit in Sydney Ferries’ Customer at Heart program? We have done a lot of work since the beginning of our new contract to further understand our customers and the experience we currently
Going for Care
Some of our 2019 stats… We have resumed Going for Care training.
offer. T.ex is the next step to identify and prioritise what we need to do to make Sydney Ferries an unrivalled flagship for superior customer experience in public transport.
How does T.ex work? T.ex is based on a five-step approach and will be will be rolled out in two phases in Sydney Ferries: one focus-area session and one ‘blue sky’ thinking session. More information about T.Ex to follow soon on myTransdev app. Stay tuned!
218 employees trained (ie 37.4% of our workforce) 91% of participants have rated the workshop as very good/excellent with an average rating of 8.9/10 98% of participants have rated the trainers as very good/excellent
Meet our Manager In early February we held our second Meet our Manager event, as part of as part of our Mission Customer Engagement program that saw our Leadership Team and Managers directly engaging with customers on the ground. A total of 15 managers attended the 2 hours event during PM peak time (16:00 to 18:00), spread between 7 wharves, engaging with our customers to hear their concerns and collect their comments. Thank you to everyone who participated!
Well done to the team for living up to our Customer at the Heart philosophy! Compliments for F2 Taronga Zoo Service… I’d like to say a huge thank you for putting on extra ferries to move the crowd of people left at the Taronga Zoo wharf when the scheduled ferry left full to the brim with passengers. I was grateful not to have to wait 30 minutes, on a crowded wharf, for the next scheduled service. Great work.
Compliments for Team Transdev Sydney Ferries F1 Manly Service… A huge thank you to the crew on the Queenscliff for their professionalism. I had dropped my packet of medication I take for Parkinson’s Disease on board the vessel which the crew found and kept it safe. Thank you, lads!
Compliments for Team Transdev Sydney Ferries… My husband uses a mobility scooter and I’d like to thank the staff for their incredible help for first access for scooter. Staff are awesome.
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On Demand ferry fare is now only $6.12! Customer Shares @ Instagram
We have introduced a new fare of $6.12 to encourage more patronage. The feedback we’ve received from our customers has been overwhelmingly positive. The On Demand ferry service received exceptional customer satisfaction (98%) and likelihood to recommend (9 in 10 people are supporters of the service) with 99% of current users supportive of the extension of the service. As we are keen for as many people as possible to experience the On Demand ferry, our online and on-the-ground promotion will continue until the end of the trial to increase awareness of the On Demand ferry. The On Demand service will be evaluated at the end of the trial before any decision is made about its continuation in the future.
By the numbers
11,000+
trips since October Overall customer satisfaction
100
98%
customers per day
5 On Demand Feedback
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50 years of service Congratulations to Jeff Roberts! Jeff celebrated his 50th year working at Sydney Ferries in December. Jeff was and still is one of the most respected, passionate and inspirational GPHs in the history of the ferries. Over his long career at Sydney Ferries, he has always maintained a high level of professionalism and customer focus. Thank you Jeff for your many years of service!
5 minutes with... Chris Imrie About my job: I am a Controlling Officer. Our main goal in the control room is to ensure ferry services run on time and mitigate the impacts of training, maintenance and breakdowns. About me: I grew up sailing on the Hawkesbury and have always enjoyed being on the water. Before coming to Transdev I had jobs as a deckhand, fx broker and shipbroker. My wife and I just recently bought our first house and a Labrador puppy. Favourite Film: I can’t go past Forrest Gump. Favourite Book: The only books I can remember reading are Harry Potter. Favourite Holiday: Spending 8 months backpacking through South America with my wife. Favourite Pastime: It used to be surfing or woodworking but now I only have time for renovating so the hobbies have died haha.
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PHOTOS ACHIEVEMENTS STORIES We’d love to Hear From You! Please email us: Communications.HCF@harbourcityferries.com.au