TransXpress Q1, 2018: Your News and Views

Q1 2018

Transdev melbourne:

SAFETY YOU CAN SEE DID YOU KNOW? We have already received 38 compliments in the first two months of 2018!

Safety You Can See

3

A Day in the Life

9

Graffiti Blitz

3

Golden Stars

10

The World of Melbourne

8

SPIRIT Relaunches

12

WELCOME from the MD Hi all, It feels late in the year to be saying this, but I hope everyone enjoyed the festive and New Year period, and for those that took a break, I hope you are well rested. This is a very big and important year for Transdev Melbourne and I’m looking forward to seeing our business grow and improve upon previous years.

Firstly, I’d like to say how encouraged I’ve been by many of you during my visits to the depots in our network for my regular 30 minute “Words with Warwick” updates on the business. You told us in last year’s Pulse Survey that you wanted to see more of me and the leadership team, and you should be seeing our efforts here. I do believe the best way to increase engagement within a workforce is to spend more face-to-face time with our people, and that is what we will be doing. It’s important that you hear how our business is going, what our key areas of focus are, and where we’d like you to help us improve. We all play a key role in keeping Melbourne moving, and I’m proud of the impact Transdev is having on the communities we serve.

February saw us launch the Shine Up program, where many of us volunteered our weekends to clean and paint over graffiti in our fleet across all of our depots.

I’m pleased to say we got to over 100 buses, and as a result our customers are experiencing a much better experience on our buses. Our challenge is to continue with this and we are currently working with the Department of Justice to utilise offenders serving community service hours to come and clean graffiti from our buses. Some of

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these offenders may have even graffitied our buses themselves, so I’ll be pleased to see the outcome of this work once we have finalised arrangements.

Since my last update you will have seen our beautiful new Gemilang Scania buses on the network. We bought 30 of these last year and at the time of writing, 18 of these are on our network. As you may know, all our assets – our buses, depots and workshops, belong to the State. However, the Transdev group has bought these buses as we look to invest in our operation. These new buses will go to our heaviest kilometre routes first – i.e. the Orbital routes, and will then cascade to our Track services. We will commence the retiring of our older, less reliable and high floor bus fleet to accommodate this introduction of new buses.

Regarding rail replacement services, we were asked at late notice by our client PTV to assist with moving people on the Ballarat regional rail line on Friday 9 March. This was a somewhat unprecedented request from PTV, as it meant we needed to move a number of our regular services around at short notice to service this need. We are, of course, contracted to provide bus services as directed by PTV, so I am pleased we could assist them, though I do acknowledge the network impact this had for some of our regular customers, and the impact it had on some of our drivers. To be clear, we will continue to support PTV and the State Government as they require, though we will work with them to always find the best solution for all parties. I wanted to thank our staff that made the support process for the Ballarat line a success. We were widely praised by a number of stakeholders which reflects well on our continuously improving business.

Finally, I wanted to share some of the key topics we will continue to focus on as a business. The management of fatigue is something that we must treat with a high

priority each and every day. To remind everyone in our business: by signing in for your shift, you are declaring you are fit for duty. If you are not sure what this means, or if you feel you may be fatigued, then please speak with your supervisor or manager. It is paramount that when we are at work, we are fit and in the right state to carry out our tasks.

Please also note that you are obligated to declare any secondary employment to your supervisor or manager so that we can better plan for fatigue management.

Next we have the concern over the number of collisions on our network. We have the highest rate of collisions in TDM compared to any of the other Transdev businesses in our region. Whilst there are a number of reasons for this, it remains an absolute key focus for us to address and I need your support here. There is a great deal of construction happening on the roads around Melbourne, so please slow down and be aware of side swipe and tail swing and this will greatly reduce the chances of an incident. We have prepared “collision hot spots” across our network. Please talk to your Driver Manager to understand these areas and to prepare for your journey.

Finally, you may have seen our “Count Me In” campaign targeted at improving attendance.

We will be donating up to $1000 each month to the winning depot with the most improved attendance figures. You will be able to vote on what to spend this money on at your depots. Please encourage and support each other here; we can make a big difference and this will allow me to invest more in TDM and improve our workplace even further.

Thank you and stay safe.

warwick horsley Managing Director

SAFETY YOU CAN SEE Earlier in March, the Sunshine West depot was transformed into the set of a PTV shoot for their next safety campaign, which aims to go live in May 2018.

Our Sunshine West driver Navpreet Kaur drove one of our newest buses in and around the Sunshine West depot.

On board the bus were two Multi Modal Authorised Officers and a range of ‘talents’ to ensure the bus looked full.

The bus was then fitted with a 360º camera to capture the scene.

The 360 camera took images that will provide an interactive user video for customers to pan and explore the full interior of the bus, with call-outs to the various safety features.

MELBOURNE STRIVES FOR THE SUMMIT

PTV has been partnering with Victoria Police and the operators to develop this campaign which seeks to increase customers’ feelings of personal safety when using public transport, and therefore increase patronage.

Public Transport Victoria (PTV), together with the Melbourne Convention Bureau (MCB) and Transport for Victoria (TfV), is bidding for the right to host the UITP Global Public Transport Summit (the Summit) in 2021.

The hero message of the campaign will be ‘Safety you can See’ and the aim will be to increase the awareness of PSOs at every station from 6pm. The campaign also has a secondary objective to raise awareness of the safety features in place to keep customers safe while travelling on all modes of transport.

The Summit is the largest public transport event in the world and is a not-to-be-missed rendezvous for urban transport professionals. From its inception in 1886, it has served as a truly unique global platform for the international public transport community, transport ministers, mayors, industry CEOs and urban visionaries to gain insight into the latest solutions, innovations and products in public transport and urban mobility.

After a successful first round of bidding, Melbourne is now one of three cities (together with Hamburg, Germany and Moscow, Russia) in the running to host this significant event in 2021.

Once again, PTV has trusted us to facilitate the photoshoot for the bus element of the campaign.

Last month, Melbourne played host to seven UITP representatives as part of the official bid process, with Transdev Melbourne (TDM) also getting an opportunity to be involved.

A big thank you to Navpreet and the Sunshine West team!

With the site visit imperative to Melbourne’s success, the representatives from Crown Towers were picked up by TDM Network Services Manager, Daniel Head, in a brand new Transdev bus boasting a customised destination board welcoming the delegates, before travelling to Government House for dinner.

If the bid is successful, it is estimated the Summit will generate $9.4 million in economic contribution to the State of Victoria.

THE GRAFFITI BLITZ!

BEFORE

In a bid to tackle the ever-growing issue of graffiti and mess on our buses, Transdev Melbourne hosted a number of Shine Up! event days across our depots to add a touch of shine to our bus fleet.

AFTER

UPCOMING PUBLIC HOLIDAYS Wed 25 April: Anzac Day Mon 11 June: Queen’s Birthday

The first event took place at our Fitzroy North head office, which saw the team, including many execs, clean over 100 buses. Subsequent events took place at Thomastown, Keysborough, Sunshine West and Doncaster, where our volunteer clean-up crews rolled up their sleeves to give around a dozen buses a fresh lick of paint.

After one month of Shine Up! events, almost a quarter of the TDM bus fleet had their graffiti blitzed! It was a fantastic effort from the volunteers and TDM would like to extend our sincere thanks to everyone who gave up their weekends to help spruce up our fleet. transxpress | Q1, 2018 3

Women at work At Transdev, we recognise that our people are our greatest asset. So, in an attempt to better understand the diverse backgrounds and personalities of our team members, we sat down with three brilliant Transdev women to uncover more of their stories. It’s time to get to know Berry, Helen and Dao!

Dao Tran MARKETING & CUSTOMER EXPERIENCE COORDINATOR Tell us a little about what makes you “you”.

Some of my friends might say that I can be a little bit weird and quirky sometimes (in a good way). I have my own language when I’m speaking to my closest friends – others might find it weird, but at least my friends understand me!

I’m also obsessed with food (eating and cooking it). People say I eat a lot for my size but I have a big appetite and I just think if you can’t enjoy your food, what’s the point?!

Of course, everything in moderation. I also have the biggest sweet tooth and I love my desserts. They say you are what you eat…so I must be sweet then!

What is your role at Transdev Melbourne and what drew you to it?

I started in my role as Marketing & Customer Experience Coordinator towards the end of February (so I’m fairly new!) What drew me to this role was the fact that I will be working on some exciting marketing projects, including working with PTV on campaigns around safety, reducing fare evasion, and increasing patronage – just to name a few!

What is one thing you are hoping to achieve in your role this year?

This year I hope to achieve a few things, but the one thing I’m hoping to achieve is to build a strong relationship with PTV in order to work together to achieve common goals When you’re not at work, how do you like to spend your time?

I enjoy doing a lot of different things, from being active – including going for runs and doing yoga – to cooking, reading, catching up with loved ones and just generally making the most of every day!

If you were stranded on a desert island, what 3 things could you not live without?

I could not live without food (it is a necessity for survival!) – even if there’s endless pasta, or ingredients to make pasta! I could also not live without music, so I’d probably bring my iPod or guitar. And last but not least, I would bring my partner if I could, just to keep me company, make me laugh and also so I don’t die of boredom!

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Helen Whiteman DRIVER TRAINER/ASSESSOR

Berry McSherry SAFETY TRAINING MANAGER Tell us a little about what makes you “you”.

I have had a wonderful upbringing in an outer suburb that was a real country town at the time. We had the freedom to ride our bikes, ride horses and go fishing and feel safe. My European father believed I could do anything according to my abilities and not my gender.

What is your role at Transdev Melbourne and what drew you to it?

I am the Safety Training Manager and I’m on a 12 month contract to develop and implement compliance safety training. I love training and teaching people and this role gives me the opportunity to plan, implement and evaluate the Safety Training Project.

What is one thing you are hoping to achieve in your role this year?

I would love to see the Safety Training project be successful and to see the impact of the training at the end of 12 months.

When you’re not at work, how do you like to spend your time?

I spend time with my children and when I get a chance, I love to go to the beach and to the movies.

If you were stranded on a desert island, what 3 things could you not live without?

My 3 children and 3 grandchildren (that totally counts as one!), a footy and a variety of food.

Tell us a little about what makes you “you”.

I am a true believer that life experience is what makes you who you are. The good, the bad and the ugly; this is how we become individuals and unique and very special people. I like to think that with my past experience, I am a good listener and very approachable and help others where I can.

What is your role at Transdev Melbourne and what drew you to it?

My current role at Transdev is a Bus Driver. I have been a bus driver on and off for over 28 years. I love the atmosphere in the depots when all the guys are winding down after just coming off the road, telling each other about their days. I think bus drivers could write a book with what they experience and see while driving around all day! I love the fact that each day is different. I like the surprise on passengers’ faces when they get on my bus and see a female driver! They are generally happy to see me and are very complimentary of the way I drive.

What is one thing you are hoping to achieve in your role this year?

Well I have just been promoted to the position of a Trainer/Assessor, which I am very excited about. In this role I hope to achieve great job satisfaction. I have been working towards this path for a very long time and I want to be able to show new drivers how they can operate within this industry and enjoy it as I have.

When you’re not at work, how do you like to spend your time?

I enjoy spending time with my family. I love going away on weekends and also listening to music.

If you were stranded on a desert island, what 3 things could you not live without?

My children, grandchildren and my puppies.

OCC CORNER Monday 26 February, 2018: another day at the office. Metro had already begun reporting signal faults on the rail network, resulting in train delays.

I stepped into the office and it was all systems go.

A multi-car crash on the Ring Road had traffic diverting to Camp Road, inevitably creating delays for route 901 and bringing the 902 to a standstill for around 50 minutes. This stretches OCC staff to the limit; planning drivers’ breaks, trying to keep services on time and organising buses for the next runs. It is in these situations that we may take longer to answer calls.

With the help of our drivers, however, we managed to put plans in place and return the network to control with minimal impact to the service.

The support we received from our drivers was unbelievable and without their support this would have been impossible; so thank you all!

It was a quiet afternoon when I left the office at around 19:00, and I hoped the OCC would have some relief that evening. Alas, when I made my routine call into the OCC just before going to bed, I was told that Yan Yean road was closed and six of our 901 services were stranded without any possibility of diversion. Williamson Road closed southbound; Springvale road Chelsea bound closed after Princess Highway. All at the same time.

I’m very proud to say that, despite the trying circumstances, our team were able to successfully implement contingency processes designed for these scenarios. They managed to run two shuttle services; one from Melbourne Airport to South Morang, and the other to Greensborough station, so as to avoid leaving passengers stranded

at Melbourne Airport. The team also managed the diversions for the other two road closures. The help we received from two Thomastown operators who helped us run the shuttle was incomparable. They volunteered their time beyond their normal shifts in order to deliver the best possible customer service. Again, we couldn’t have done it without their help.

The next morning we received a complaint that passengers were stranded at Springvale station for two hours. Fortunately, a quick thinking Keysborough driver phoned OCC and extended his trip to Chelsea to get the customers home. It was an oversight by the OCC, and shuttle buses for that section of the route should have been arranged. We as a team certainly appreciate our drivers looking out for us and our commuters by alerting us to whatever is happening out there. In this particular case, we learnt that we could have managed the situation better and as such, we will strive to ensure that we are more prepared next time. As always, we welcome any feedback from the front line. This helps us to learn, plan and continuously improve.

I will take this opportunity to thank all our staff who worked that day in the OCC: Tracy, Rosie and Virgil, Chand, Siju, Maheep and George. To the two operators from Thomastown and the Keysborough operators who extended their services, I offer my sincerest thanks for their commitment and dedication to Transdev and especially to our commuters.

Hundreds of passengers might complain without knowing what we have done for them, but there are more than 1100 staff members within Transdev who will always appreciate your hard work, guys. Oh no, let me correct that: nearly 100,000 Transdev members around the globe will appreciate your hard work!

Chaminda Fernando, OCC Team Leader

WORKING ON THE RAIL

Craig Soden first joined Transdev Melbourne’s Sunshine West depot as a driver way back in 2002.

That’s right; Craig has been a part of the TDM family since Ice Age first premiered.

However, at times when Craig isn’t helping our customers get to where they need to go, he quite literally dons a different hat.

Every Tuesday, Thursday and Saturday, he can be found down at Steamrail Victoria doing volunteer work such as testing trains and restoration works.

Currently Craig is working on the Tait Suburban trailer carriage 341T, which is part of the Tait trains that were first introduced in 1910 by the Victorian Railways as steam locomotive hauled cars, before being converted to electric traction from 1919 when the Melbourne electrification project was underway. ALL ABOARD!

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DEPOT CORNER NORTH

Tomina Carr Since its opening, Thomastown depot has been a division of Area North.

On 14 January 2018, however, Area North supported the transition of Thomastown depot to the management of Area West, thereby strengthening Transdev’s ongoing efforts to identify and maximise opportunities to improve operational performance.

south

Throughout the past few months we’ve faced many challenges; particularly the departure of the previous Area Manager North, Don Silva, who made the difficult decision to leave the business. Thomastown depot also said goodbye to James Singer (Driver Manager) but North Fitzroy was thrilled to welcome Gokhan Goz (Driver Manager) to the team.

Don’s departure coincided with Transdev Melbourne’s Managing Director Warwick Horsley’s African Adventure, which resulted in a cascade of managing up. George Konstantopoulos (General Manager Operations) acted up as Managing Director, Shaun Lawson (Area Manager West) acted up as General Manager Operations and I acted up as Area Manager North.

One of the standouts for me was the introduction of the “Count Me In” program at Transdev, and I could not be more excited!

We are aware that many of our drivers work diligently day in and day out, so we want to reward them for their continued efforts. The program supports increased attendance and in turn rewards the depot as a whole. I look forward to seeing the results that the drivers at North Fitzroy can achieve through this program.

forward to working closely with Elias to maintain a safe workplace for everyone.

Safety is everyone’s responsibility, so if you come across anything that is unsafe, please report it.

Chamila Jayawardena has been nominated for the role of Union representative for drivers at Keysborough, so please welcome Chamila into his new role.

Kartika Sharma First off, I would like to say thank you to our Operations Team, Mohammad, Savo, Jaswinder, Charan and Elizabeth for their dedication and commitment to the business and for working closely with the Maintenance team and Drivers to get services out every day. They face many challenges all day, yet they enjoy the work they do and display a positive culture in the workplace.

Congratulations to Elias Sharief on being appointed the Health and Safety representative for Keysborough. I am looking 6 transxpress | Q1, 2018

We have also recently nominated a Safety Hero for Area South. Driver Yourang Nheng showed exceptional courage and bravery when dealing with a potentially threatening situation on a bus. Thank you Yourang for displaying courage and responding effectively.

The first month of the Count Me in program, introduced this year and aimed at reducing absenteeism, has seen the Heatherton Depot meet their target and qualify for a gift of their choosing. Congratulations to the Heatherton Drivers for this fantastic result!

There is currently a lot of work being undertaken to ensure drivers are provided with clean, graffiti-free buses. We still have a long way to go but together we are making progress in tackling the graffiti problem.

The Shine Up event held at Keysborough saw the interiors of 10 buses receive a fresh coat of paint. Currently, drivers who are on alternative duties are cleaning the buses daily, as well as removing graffiti and painting.

A couple of reminders: Before you leave the depot, the Pre-trip inspection book must be filled in. The book must be filled in on the first inspection of the day, and also after a bus is released from the workshop. Please don’t forget to place your completed sheet in the drop box near the sign-on kiosks.

We understand and appreciate that some of you may face some challenges when it comes to using technology; so if you believe you fit this description, please talk to your Driver Manager, who is more than willing to assist you. This may involve applying for leave, using Team App or even the driver kiosks.

My time as Acting Area Manager has now come to an end, but I cannot go without recognising the dedication of all the DMs and SDAs, as well as all the drivers at Thomastown and North Fitzroy. Their efforts to go above and beyond when faced with adverse conditions were remarkable. Thank you and well done all!

Please join me in welcoming Moazzam Mohammed as the newly appointed Area Manager North! Many of you will know Moazzam from his previous role as Driver Manager, based at our Doncaster depot, so please make him feel welcome.

Early running is a focus for all of us. We never like to hear of situations where a passenger was waiting at the bus stop only to find out that they missed the bus because it left early.

At present, approximately 3% of our services are leaving contract/timing points early. We don’t like to be late to our appointments or work, and our customers are probably in the same situation. So what can we do to help passengers? Let’s think about this and watch the contract and timing points so passengers aren’t left behind.

Recently we updated the Ran Times on Orbital routes. As a result, there has been visible improvement in service delivery and we have also received positive feedback from the Driver teams. Feedback forms are available for you to provide feedback to our Service Delivery team on shifts and routes. If there are any issues that you are still facing, please fill out a form and submit it to your Driver Manager.

Lastly, I would like to thank all drivers for maintaining a positive work culture in the depots. We spend more time working than doing anything else, so it is very important to promote a happy and respectful workplace.

Driver Managers are continuing to engage with staff on a regular basis, because everyone has a role to play in keeping the workplace positive.

DEPOT CORNER EAST

of our depot to give a fresh look to Doncaster, and I thank everyone for their involvement and patience during the process.

Recently, Moazzam Mohammed has been promoted to Area Manager North. As you all would know, Moazzam has been an integral member of our business at Doncaster and TDM. His contributions have been exceptional in running our operations not only at Doncaster, but also across the other depots. We will continue to work closely together to better our operations. Please join me in congratulating Moazzam on his new role and wishing him the very best. Thank you Moazzam.

Simon Krol We are already into the second quarter of the year in 2018, yet the festive season feels like it was yesterday. A lot has happened between then and the beginning of the year; namely the refurbishment

west

Below: Shine Up! Graffiti Blitz

Career opportunities and positions are currently open at Doncaster for a Driver Manager and three SDA roles. Your interest in any of these roles is welcomed as we begin to recruit. Please see your Driver Manager for more information or if you know of any suitable candidates.

Shaun Lawson With a busy start to the year, I would like to thank all the drivers for their hard work in reducing early running.

It has been a challenging time with a large volume of road works taking place across our network, with major disruptions on St Kilda Road, Hoddle Street and the West Gate Freeway. Again, I thank you for your patience and professionalism and for maintaining a high level of service to our travelling customers.

A big welcome to all the Thomastown Drivers and support staff to the West! I look forward to working with you throughout the rest of the year to continue to improve our service.

Our shortage of drivers continues to prove a challenge for our operations and we are still working with recruitment to bring our numbers back up. I encourage anyone to speak to either me or your Driver Manager if you know of somebody who would be suitable for a role at Doncaster. Limited opportunities are available for casual drivers who wish to transfer to full time hours, so I would encourage all interested drivers to call Doncaster to discuss it further.

I must also acknowledge the hard work and dedication of the team at TDM and Doncaster and the drivers who participated in the recent Shine Up events to tackle the graffiti on our fleet. We managed to cover over 30 buses by cleaning and painting over the graffiti. It is an ongoing battle, however we are serious in combatting this problem.

Our focus is on having a Safe, Clean and Reliable fleet and your participation in ensuring that your area of work is kept clean goes a long way.

As always, be safe and enjoy the work you do as without you, our goals would not be met.

Driver Manager James Singer left us in late February to take on his next challenge, after first joining Transdev at the start of the contract from Tullamarine Bus lines. James has worked at our Airport West, Footscray, Sunshine West and Thomastown depots. I would like to thank James for all of his hard work and wish him all the best for the future.

Since the start of March both Thomastown and Sunshine West have been conducting Team briefings where Driver Managers or the Area Manager delivers a presentation providing an update on current business and local news. There is also an opportunity to ask questions or give feedback at the end of each of the sessions. The presentations will continue to be held throughout the month at varying times of the day to ensure we can capture all drivers. Please keep an eye out for times and dates.

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BE DRIVEN TO THE WONDERS OF THE WORLD AROUND YOU The successful ‘Explore Melbourne by Bus Campaign’ is back! The three year campaign, developed by PTV in partnership with Transdev and other Melbourne bus operators, has been designed to provide people with a better understanding of the bus network in the hope that, as a result, more customers will feel inclined to use Melbourne’s bus services.

From customer surveys it is clear that the three main barriers preventing people from catching the bus are: • People don’t know where buses go.

• People find it difficult to plan and track journeys made on buses.

• People don’t realise how frequently some buses operate.

The campaign therefore promotes bus travel to local destinations, encourages discovery of some of Melbourne’s bus routes and directs customers to trip planning resources via www.melbournebybus.com.au 8 transxpress | Q1, 2018

This website has been designed specifically as a ‘bus only’ journey planner and features: • A bus network map • The ability to highlight specific routes on the map to see where they go • Next 3 services in real time at bus stops • Options to search by stop ID and destinations • The ability to plan bus journeys from stops and points of interests For those of us who are somewhat less tech savvy, printed local bus network maps have

been developed and distributed via door drops to all residents within a 5km radius of each of the hero destinations.

After showcasing Footscray, Port Phillip, Moreland and Wyndham, the new wave of the campaign focuses on Manningham, Whitehorse, Monash and Geelong and will be in market until 28 April 2018.

Transdev’s new hero routes and destinations are the 901 and 902 (to Westerfolds Park), the 903 (to Heide Museum of Modern Art and Chadstone) and 907 (to Doncaster Shoppingtown).

Next Steps: PTV is currently undertaking pre and post campaign testing; however we will be sharing the results of the ‘Explore Melbourne

by Bus’ campaign once we know more.

compliments

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compliments between 1 January and the end of February!

“

I was heading over to catch the route 903 from Follett Rd/Warrigal Rd but I wasn’t at the stop as the bus was approaching and, due to medical reasons, I could not go faster. I waved at the bus and thankfully, the driver was kind enough to wait at the stop and hold the door open for me. He even had a lovely conversation with me until I got off a few stops later. The driver was not only an excellent driver, but also displayed first class manners, customer service and attitude.”

To the driver of the 907 - City - Mitcham via Doncaster Rd service at 6:30pm on Friday 9 February: I was on board the bus before it departed King St/Lonsdale St when I saw another passenger trying to board the bus with an open can of alcohol. I observed the driver being very polite but firm throughout the interaction. The passenger was advised that they would not be getting on the bus with the can of alcohol, and after grumbling a bit, the passenger exited the bus and tipped the alcohol out on the footpath. The driver then said, ‘Come on mate, there’s a bin there, I would have waited for you.’ I was really impressed with the way the driver handled the situation - he was non-confrontational and achieved the right result. Too often drivers will do absolutely nothing (including not radioing in incidents) to prevent passengers from breaking the rules and causing distress to other passengers. The driver today should be a role model for other drivers as he has a great way of handling situations without escalating them.”

“

“

I travelled on the 200 bus this morning, on bus #553. I topped up my myki card on the bus – I quickly counted out my change and thought I had $12 so I let the driver know that’s how much it was when I passed it over to him. He processed it and realised too late that I had miscounted and I had only given him $9. I felt terrible when I realised I didn’t have any other money on me to make up the difference of three dollars. I really appreciate the kindness of the driver, Carlos. He provided great customer service and I want to make sure that I can rectify this. Thank you.” Driver’s name: Carlos Hernandez

A DAY IN THE LIFE OF... a receptionist/ customer feedback officer People may think that working on reception is repetitive work, but no two days are ever the same.

Our mornings start by sorting through any lost property that has come into the depot – it’s always surprising what belongings the public leave behind! One customer even left their false teeth on a bus…

We get calls throughout the day with queries ranging from when the next service is coming, to any job vacancies available within the business. The phone rarely stops ringing, so we juggle this with any drop-ins to reception.

We also handle customer complaints, which means that we review each piece of feedback individually and send it to the appropriate driver manager, fleet manager or team within Transdev Melbourne. The intermittent driver compliments always cheer us up.

We’re only a small team, so we communicate throughout the day about any disruptions on the road which may impact customers, with the goal of providing the best customer service possible. Of course, we have our regulars who are now on a first name basis with us and they often drop us a phone call or email during the week. We are continuously working with all departments to improve the service we provide, taking on the role of the correspondent between our customers and the business.

The best thing about our work is getting to know all employees. Everyone that passes through reception always has a cheery “hello” to offer, which makes our working day much brighter.

Sophie Harper, Receptionist & Customer Feedback Officer, TDM Fitzroy North Depot transxpress | Q1, 2018 9

Golden Star Awards We are now in our eighth year of the Golden Star Awards. Since the Awards commenced, we have received over 1,000 nominations from across our businesses in Australia and New Zealand.

Who can nominate?

All Transdev employees are able to participate in the Golden Star program and nominate a colleague for a Golden Star award. Employees can be nominated by a colleague, Supervisor, Manager, General Manager or a Managing Director. We encourage you all to nominate a colleague who you believe deserves to be acknowledged for the work that they do that goes above and beyond the day-to-day and makes working at Transdev special.

How do I nominate?

The best way to nominate is online. The nomination form can be accessed at: www.transdev.com.au/goldenstar Due to the high volume of nominations that we receive each year, and to ensure that all nominations are tracked and accounted for, we encourage you to use the online platform to submit your nominations.

The online version is easy to use – you will be asked to fill in a few standard questions about yourself, the person you are nominating and why you are nominating them.

What information do I need to provide to nominate someone?

The nomination form is quick and easy to fill out. You will need to enter the person’s name, job title and work location, as well as the category for which you are nominating them.

There are 9 categories to choose from: Safety Hero Nominees for the Safety Hero award will perform a significant brave act(s) to protect, save or reduce the impact of a situation or event on our customers, services, colleagues and/or clients.

Commitment Nominees for the Commitment award will be highly dedicated to giving back to the wider community in which we operate.

Partnership Nominees for the Partnership award will deliver effective and profitable relationships with our stakeholders including government, internal and external customers and contractors.

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Passion Nominees for the Passion award will display a strong connection to our people and are always looking at ways to increase employee engagement and promote Transdev’s culture.

Performance Nominees for the Performance award will demonstrate a strong work ethic and focus towards meeting and improving one or more of our organisational KPIs, including on-time running targets, financial targets, safety targets and customer feedback targets.

Customer Service Nominees for the Customer Service award will display exemplary dedication to our customers by putting our customers first in everything they do and going beyond what is expected of them.

Innovation Nominees for the Innovation award will create a new and better way of undertaking day-to-day business through the use of technology or by using non-technological skills and expertise. The innovative solution can be through designing and/or developing a new process, procedure, tool or system.

Leadership Nominees for the Leadership award will provide support and direction to their colleagues, display credibility, encourage the growth and development of their peers and business alike, be well-liked and respected in their workplace and model behaviours that epitomise our values.

CEO Award This award was introduced in 2016. Transdev Australasia’s CEO will also pick a winner from all the categories that best exemplifies Transdev and all our values.

Nominate a teammate for

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Transdev s 2018

Golden Star Awards Have you noticed a teammate demonstrating excellent behaviour, performing above and beyond the call of duty?

Nominate them for a Transdev Golden Star Award recognising Journey Makers across Australia and New Zealand.

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WINNERS OF THE 2018 GOLDEN STAR AWARDS WILL RECEIVE

$ 1 000 Travel Voucher* Flights and one night’s accommodation in Melbourne, including an award presentation and lunch with Transdev’s Executive team *Please note that in the case of a joint nomination the travel voucher will be divided equally between the winners.

Nomination Categories

Safety Hero Passion Innovation Commitment Performance Leadership Partnership Customer Service How to nominate

Nominate a teammate now at www.transdev.com.au/GoldenStarAwards transxpress | Edition 49 11

Say ‘hello’ to our new drivers!

Clockwise from top left: Brett Kennedy - NF, Carl Sexton - NF, Gils Joseph - HT, Jie Yong Liang (Jim) - DC, Johanne De Mel - KB, Lakhwinder Kang (Lucky) - HT, Pushpa Sinna - DC, Zeeshan Javed - DC.

Coming soon

With the relaunch of our SPIRIT program, you will have the opportunity to choose from over 2000 charities across Australia. Give to the causes that you care about the most, and Transdev will match your contributions up to $100 per person per annum.

SPIRIT online platform: a new and even easier way to give to charity The new SPIRIT online platform (which will be launched at TDM in October 2018) will provide an avenue for giving, so you will be able to give anywhere and anytime. You can manage and track your own giving, see Transdev’s matched contributions and the collective impact from everyone at Transdev.

The new online platform makes giving:

$ Personal – Choose from over 2000 charities in Australia. $ Easy – You choose your charities, the donation amount and how often, and the tax benefits are immediate.

$ Secure – Your donations are securely and automatically deducted from your pre-tax salary.

$ Twice as good – Transdev supports your charities of choice by matching your donation up to $100 per person, per year.

Good2Give Good2Give is our trusted partner, working with us to provide SPIRIT’s new online platform. Good2Give is a highly credible not-for-profit organisation involved in administering workplace giving programs in Australia since 2001. Good2Give works with many of Australia’s largest companies and is audited by KPMG annually. As a not-for-profit, Good2Give charges minimal administration fees which are covered by Transdev, ensuring that 100% of your donations reach your selected charities.

For more information please contact Ludivine Siret at Ludivine.Siret@transdev.com.au

This is your newsletter and we welcome your contribution.

Please send your news, feedback, photos, questions and ideas to melbourne@transdev.com.au

www.transdev.com.au