Media release timeSydney Trains to deliver better customer service
http://www.transport.nsw.gov.au/media-r ... er-service
Minister for Transport Gladys Berejiklian today announced the start of new rail operator Sydney Trains, which is tasked with delivering metropolitan rail customers a better service.
Ms Berejiklian also welcomed the new chief executive of Sydney Trains, Howard Collins, to the role. Mr Collins was the chief operating officer of the London Underground and was made an OBE for delivering public transport at the London Olympics.
"We have been working very hard for more than a year towards the establishment of Sydney Trains," Ms Berejiklian said.
"There have been significant back office reforms that will allow Sydney Trains to focus wholly on quality service delivery, and we’ve implemented many customer improvements to show customers they are our number one priority.
"Sydney Trains is not RailCorp in disguise – there is so much work we have done that will give our customers faith that there is a bright future for rail services in Sydney.
"No one can promise that a train will never be late again but what I can promise is that Sydney Trains and this Government will continue to work as hard as we can so that, over time, customers see improvements and a shift in culture that places them at the centre of the transport system.
"Customers will rely on Sydney Trains to get them to work and home to their families, to get them to appointments and to social events, and we take that responsibility very seriously."
Ms Berejiklian said she was determined the pace of implementing improvements over the past year would continue under Sydney Trains.
"The new management team’s first priority will be the introduction of the new timetable in October, where we will deliver more services and faster services for our customers."
Key initiatives under Sydney Trains include:
CLEANER TRAINS AND STATIONS: A specialist cleaning service has been established with commercial benchmarks and began with the first proper deep clean of seats in 10 years; A major graffiti blitz has seen the entire fleet’s exteriors cleaned three times over in recent times; Station bins have returned.
MODERNISED TRAIN FLEET: Some 45 new air-conditioned Waratah trains are on the network, with 33 more to come, and carriages are being refreshed.
CUSTOMER-FOCUSED STAFF: Customer service training for more than 1,800 station staff, new uniforms, more staff out on platforms, new customer service benchmarks and better announcements.
REAL-TIME TRAVEL INFO: Customers can now access real-time travel information through a range of apps.
BETTER TICKETING: The Opal card has started to be rolled out across the network, with cheaper fares and incentives for those who travel more often.
BETTER NETWORK MAINTENANCE: Building eight new purpose-built Centres of Excellence and four satellite centres to replace about 130 small maintenance depots, some with staff working out of shipping containers. The new arrangements will align teams to coordinate track work better, so delays to services are reduced.
SWIFTER INCIDENT MANAGEMENT: A new team of specialist rail commanders will lead incident response on the network and station staff will take responsibility for minor incidents, to get trains and customers moving.
Safety will continue to be the top priority.
Ms Berejiklian also announced that dwell managers will become a permanent fixture on platform three of Town Hall Station from today in an effort to reduce dwell time - the time trains wait at the platform.
"To help reduce dwell times at Town Hall’s busiest platform and improve reliability across the network, we trialled this initiative last year and the results showed that the time saved allows us to potentially run an extra two trains into the city during the busiest hour – that’s more than 2000 extra customers," Ms Berejiklian said.
"Keeping trains moving is important as even minor delays in the CBD can have a knock-on effect and disrupt customers across the network."
The initiative includes event-style marshalling for two hours in the morning peak from 7am to 9am, announcements on trains and stations when the train approaches the platform and distinctive sections on the platform to guide customers.
The Government will consider introducing similar dwell management initiatives to other busy CBD locations by the end of the year including:
Central platforms 16 & 17 (Northern, Western, South, Inner West, East Hills & Airport lines);
Town Hall platform 2 (Northern, Western, if South, Inner West, Blue Mountains, East Hills & Airport lines);
Central platforms 18 & 19 (Northern, Western, South, Inner West lines);
Town Hall platform 4 (Eastern Suburbs and Illawarra line).
Included Sydney Trains Fact Sheet - http://www.transport.nsw.gov.au/sites/d ... -sheet.pdfNSW Trainlink to deliver dedicated service for Intercity and Regional customers
http://www.transport.nsw.gov.au/media-r ... -customers
Minister for Transport Gladys Berejiklian today said the launch of the state’s first rail organisation dedicated to intercity and regional passengers would be the start of a new era for customers travelling longer distances. NSW TrainLink begins operations today, providing intercity and regional rail and coach services for customers travelling longer distances, who need more comfortable and reliable trains with on-board facilities. NSW TrainLink includes dedicated senior staff serving three regions – North, Central/West and South. This brings management and decision-making closer to the people and communities it serves.
“NSW TrainLink is tasked with delivering world-class train services tailored to the specific needs of intercity and regional train customers,” Ms Berejiklian said.
“Under RailCorp, all customers were treated the same even though many were travelling longer distances.
“NSW TrainLink will focus on the range of factors that improve longer journeys - giving our regional customers the services they deserve.”
Ms Berejiklian also announced that customers travelling on the Blue Mountains and Newcastle & Central Coast lines will enjoy an improved on-board experience thanks to a new project to refresh all 200 of the popular intercity V Set carriages.
Features of the refresh includes:
- Fresh paint throughout carriage interiors;
- New lighting in the carriages and toilet vestibules;
- New seat frames, cushions and seat upholstery and arm rests;
- New floor vinyl and wall sheeting in the toilet vestibules; and
- New carpet and mats laid throughout the carriages.
NSW Trains will operate services to the Hunter, Central Coast, Blue Mountains, Southern Highlands and South Coast regions, as well as the interstate network previously serviced by CountryLink.
The organisation will be led by Rob Mason, who has more than 25 years’ experience at a senior level in transport in Australia and the UK
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