TransLink Transit Authority Annual Report 2010–2011 TransLink Transit Authority Annual Report 2010–11 i TransLink Transit Authority Level 13, 420 George Street, Brisbane Q 4000 GPO Box 50, Brisbane Q 4001 Fax: (07) 3338 4600 Website: translink.com.au making travel easy 16 September 2011 The TransLink Transit Authority delivers bus, train and ferry services, information, The Honourable Annastacia Palaszczuk MP ticketing and infrastructure across South Minister for Transport and Multicultural Affairs East Queensland – one of the largest GPO Box 2644 integrated public transport networks Brisbane Qld 4001 in the world. Dear Minister Palaszczuk, We work with 19 primary service delivery TransLink Transit Authority Annual Report 2010–11 partners to deliver services across a – Letter of compliance network that stretches from Gympie I am pleased to present the TransLink Transit Authority Annual in the north to Coolangatta in the south Report 2010–11 for the TransLink Transit Authority and the and west to Helidon. TransLink Transit Authority Employing Office. I certify this annual report complies with: Managing a record $1.4 billion investment in the public transport network we catered the prescribed requirements of the Financial Accountability Act 2009 and the Financial and Performance Management for more than 178 million passenger trips Standard 2009, and in 2010–11 to deliver on our vision of the detailed requirements set out in the Annual Report making travel easy. Requirements for Queensland Government Agencies. A checklist outlining the annual reporting requirements can be found on pages 167–168 of this annual report or accessed at translink.com.au. Yours sincerely, Peter Strachan Chief Executive Officer TransLink Transit Authority TransLink Transit Authority Annual Report 2010–11 ii Welcome to the TransLink Transit Contents Authority Annual Report for the 2010–11 financial year. Message from the Chair ...............................3 This annual report has been developed for the Queensland Minister Chief Executive Officer’s report .......................4 for Transport and Multicultural Affairs and our other key stakeholders including our customers, our delivery partners, government, Our plan for the future .................................7 our employees and members of the broader community. About TransLink .........................................8 Our report this year places our customers and our community in Our partnerships ...................................... 13 the spotlight. It outlines the key challenges TransLink faces, the strategies we are implementing to help meet them and provides a Our customers and community ..................... 27 summary of how we have sought to deliver the best possible public Our network ............................................37 transport for our customers and community. Our fares and ticketing ...............................65 This report contains financial statements and a summary of TransLink’s financial and non-financial performance for 2010–11, Our social responsibility .............................75 in line with the targets and objectives outlined in the TransLink Our people strategy................................... 85 Transit Authority Strategic Plan 2010–2015 and the 2010–11 Queensland State Budget – Service Delivery Statements. Our governance ....................................... 93 It complies with TransLink’s legislative reporting requirements under the Financial Accountability Act 2009, Transport Operations TransLink Transit Authority (TransLink Transit Authority) Act 2008 and the Queensland financial statement overview ......................113 Government’s annual report requirements for Queensland Chief Financial Officer’s report ....................114 Government agencies for the 2010–11 period. Performance statement .............................116 How to read this report TransLink Transit Authority Our vision for the TransLink network is making travel easy. The Financial Statements ................................117 TransLink Transit Authority Strategic Plan 2010–2015 outlines TransLink Transit Authority Employing Office five objectives that will guide our business activities to help us deliver Financial Statements ................................151 this simple, yet ambitious vision. Throughout this year’s report, we have included icon references to demonstrate where a particular Compliance checklist ...............................167 project or strategy is helping achieve one of our strategic objectives. GRI Index ..............................................169 Quality Customer Service Glossary ...............................................179 We welcome your feedback ........................182 Effective Stakeholder Engagement Feedback form .......................................183 Achieve Business Excellence Manage the Network Financial Sustainability TransLink Transit Authority Annual Report 2010–11 iii Our 2010–11 highlights $1.4 billion 8 days of invested to deliver the TransLink network in 2010–11 free travel for the community during the travel information and assistance provided to more than South East Queensland flood recovery 31 million visitors to the TransLink website 308 000 new weekly public transport seats across the network $128.2 million invested in new and improved public transport infrastructure TransLinkTransLink Transit Transit Authority Authority Annual Annual Report Report 2010–11 2010–11 iv 1 Headline Simpler, more go card named frequent, more Australia’s best comfortable public transport train services smartcard delivered through the biggest recast of the Ipswich, Caboolture and Sunshine Coast % train timetables in more than a decade Up to 80 of trips now made using go card 2 million go cards now issued across South East Queensland 178.6 million public transport trips across South East Queensland – the equivalent of 148.7 million less car trips on our roads 2 TransLink Transit Authority Annual Report 2010–11 TransLink Transit Authorityth Annual Report 2010–112 3 Message from the Chair TransLink made great strides this year The continued recruitment of our Senior On behalf of the members of the TransLink towards making travel easy by strengthening Network Officer force was also a highlight, Board I wish Peter well in his new role as its relationships with customers and the undertaking vital revenue protection and Director-General in the United Kingdom broader community. customer assistance activities across the Government’s Department of Transport TransLink network. where he will be responsible for Major Supporting our customers and community Projects in London. is a theme that has repeated throughout Whenever I travel on TransLink services, 2010–11 and is reflected in every section I continue to encounter and appreciate My thanks also must go to the Honourable of this year’s report. individual instances of great customer Annastacia Palaszczuk MP for her direction service provided by employees of TransLink, and support since becoming Minister for This relationship with our most important of Queensland Rail, Brisbane Transport and our Transport and Multicultural Affairs in early stakeholders – our customers – is vital to many private delivery partners. It is gratifying 2011. We greatly appreciate her community- enable TransLink to manage the Queensland to witness first-hand how staff are taking focus and commitment to supporting Government’s record billion-dollar investment pride in doing their part to help to make TransLink in its aim to deliver a quality as wisely as possible. Increasing our travel easy for our customers. public transport network. engagement with our customers will enable us to deliver on our fundamental purpose- Our relationship with our operators and local When one looks at public transport in to provide a public transport network council authorities also moved from strength Australia, it is hard to escape the conclusion that meets the needs of the South East to strength in 2010–11, with meetings of the that TransLink is well placed in terms of three Queensland community. TransLink Board regularly held in different great advantages our system offers. The local authority areas. This year we met with first was the decision to establish TransLink January floods many stakeholders across our region to as a statutory authority, with responsibility discuss local public transport matters and for managing and coordinating the delivery The January 2011 floods really tested the encourage continued local government of integrated public transport services for robustness of the public transport system, the commitment to public transport in South South East Queensland. The second was strength of our relationships with our service East Queensland. the introduction of smartcard ticketing and delivery partners, and the effectiveness of our the potential the successful go card product crisis management plan in helping keeping Continued commitment offers for future enhancements. The third is TransLink operational, despite the evacuation South East Queensland’s extensive world- of staff from our Brisbane offices. Over the past year, the hard-working class busway network which continues to employees of TransLink and our service While many lessons about crisis management expand to provide fast, frequent and reliable delivery partners have continued to were learned – and this applies to most bus services for our customers. demonstrate their enthusiasm to deliver organisations – I was very proud of the way a quality customer experience. I thank Through