Annual Report

Transport for NSW State Transit

2016–17 • Volume 1 State Transit Level 4, 15 Bourke Road, Mascot NSW 2020

PO Box 2557 Strawberry Hills NSW 2012

www.statetransit.info Annual Report 2016–17 Annual Report Ph: (02) 9508 2900 Reception hours Monday to Friday 8.30am to 5.30pm

© 2017 State Transit. This report was first published in October 2017. View or download this report from the State Transit website: transport.nsw.gov.au

ii State Transit State Letter to Minister The Hon. Andrew Constance, MP Minister for Transport and Infrastructure

Parliament House Macquarie Street, NSW 2000

Dear Minister

I am pleased to submit for presentation to Parliament the Annual Report for the of NSW for the financial year ended 30 June 2017.

This report has been prepared in accordance with the Annual Reports (Statutory Bodies) Act 1984 and the Public Finance and Audit Act 1983. The financial statements have been audited by the Audit Office of NSW and the Auditor-General’s report is included.

We wish to thank you for your support and we look forward to continuing to improve our services to offer an attractive and efficient public transport service for the people of NSW.

Yours sincerely

Steffen Faurby Chief Executive State Transit

Letter to Minister • iii iv State Transit Annual Report 2016–17

Contents Overview Chief Executive’s foreword Appendix 22:Legislation Appendix 21:Response to matters raised by theNSW Auditor General Appendix 20:Performance inpaying accounts Appendix 19:Investment management performance Appendix 18:Liability managementperformance Appendix 17: Appendix 16:Income andexpenditure Appendix 15:Disposalofproperty Appendix 14:Summaryofland Appendix 13:AnnualEnvironment andWRAPPReport Appendix 12:Digitalinformation securityannualattestation Appendix 11:Internal auditandriskmanagementattestation Appendix 10:Internal audit Appendix 9:Ethicsandcorruption prevention Appendix 8:Riskmanagementandinsurance activities Appendix 7:DisabilityInclusionAction Plan Appendix 6:Agreements withMulticultural NSW Appendix 5:Multicultural Policies andServices Plan Appendix 4:Workforce diversity Appendix 3:SeniorService contracts andremuneration Appendix 2:Humanresource statistics Appendix 1:Managementandstructure (asat 30June2017) Appendices Environment People andorganisational sustainability Competitive business performance Safety Customer experience Performance highlights Year inreview Network maps Appendix 31:AnnualReport publication details Appendix 30:Service changes Appendix 29:Customer response Appendix 28:Digitalrecordkeeping Appendix 27: Overseas travel Appendix 26:Consultancy fees Appendix 25:Credit card certification Appendix 24: Government Information Access) (Public Act Appendix 23:Privacy management

community organisations Funds gr

anted to non-government

34 14 40 60 44 4 4 4 4 48 48 43 45 45 42 36 56 56 56 3 3 38 58 4 28 33 25 5 52 22 5 5 4 4 4 16 51 51 12 17 6 2 9 9 9 9 9 9 2 7 7 7 1 1 1 Contents  • 1 2 State Transit Annual Report 2016–17 Chief Executive’s foreword Chief Executive’s foreword • 3 4 State Transit Annual Report 2016–17 to improve customer interactions. behaviours andequipthemwithtechniques Operators to choosepositive attitudes and data, thesessions aimedto empower Bus scenarios andenforced by actualcustomer positive psychology. Usingrealistic on-the-job focused around safety, customer service and were well received by staff, with key themes out to allBusOperators. These sessions professional development session rolled during theyear withaoneday, face-to-face Improving customer service was akey focus service, timeliness, andsafety andsecurity. improvements intheareas ofcustomer rating at 89 percent for May 2017, including State Transit’s overall customer satisfaction were recognised by ourcustomers, with outcomes across thebusiness. These efforts significant achievements andbetter customer found agreat dealofwork hadalready ledto excellent service for thecommunity. Ialso all passionately committed to providing an May 2017, Ijoinedateam ofpeoplewhoare When Icameonboard asChiefExecutive in change for State Transit. extensive andsignificant year hasbeenatimeof The 2016–17 financial and increased customer satisfaction. In towards improved reliability ofbusservices updated runningtimeshasbeencontributing The ongoingreview and implementation of followed anannouncement in May by theNSW newly established . This Keolis Downer to deliver services underthe 2017, asthey transitioned to private operator Newcastle staff andoperations on1July one for staff. State Transit farewelled its past year, whichhas beenachallenging been shown across thebusiness over the I amproud oftheprofessionalism that has safety across thebusindustry inNSW. to, as well assettingthestandard for, fire demonstrates State Transit’s commitment in December 2016, thisproactive initiative staff. With theproject completed to schedule added anextra level ofsafety for customers and with enginebay fire suppression systems has The retrofit ofallbusesinthe State Transit fleet positive experience for ourcustomers. information initiatives, isresulting inamore together withenhanced real-time customer between 2and2.5percent. This review, in theon-timerunningoftheseroutes of of priorityroutes, resulting inimprovements conditions were implemented onanumber timetables that better reflect ouroperating collaboration withTransport for NSW, Government, of their intention to put Region 6 has already been undertaken in the areas of ( and South Western services) out scheduling, customer and staff information, to private tender. My priority going forward is fleet acquisition and maintenance. Further to provide a smooth transition for our Region 6 collaboration with Transport for NSW and staff and customers, while ensuring continuity utilisation of the knowledge and experience and growth for the rest of the business. within State Transit will see this project come to fruition in the first half of the new financial year. Over the past few years, State Transit’s operations and the role we play within the While 2017–18 will continue to be a period broader Transport cluster has been changing. of change for State Transit, I am eager to Initiatives such as a new integrated ticketing build on the strengths within the business system, changes to bus stop signage, and continue to deliver the high standard and a move to real-time information has of service our customers expect from us. resulted in a shift of responsibilities and I look forward to continued collaboration changes to our workload. Looking forward, with Transport for NSW and the broader the new financial year will see a focus on Transport cluster, to identify opportunities restructuring our corporate and operational for growth, innovation and improvement to support roles, to ensure we can adapt to the public transport network in the future. these changes and direct our resources and expertise where they are needed most.

An example of this is the fantastic opportunity we have as operator of the new Northern Beaches B-Line. Part of our responsibilities includes the implementation of a revised network for our Region 8 operations (Northern Beaches and Lower services). Steffen Faurby This will complement the new B-Line route, Chief Executive have the potential to grow patronage, and State Transit improve the customer experience for those travelling between the City and the Northern Beaches. A considerable amount of work

Chief Executive’s foreword • 5 6 State Transit Annual Report 2016–17

Overview Overview • 7 8 State Transit Annual Report 2016–17

About State Transit Transport for NSW. cluster managedby in thetransport as aservice provider State Transit operates More than4800employees. Employees • • Patronage customers eachyear. more than212million in theworld andcarries the largest busnetworks Transit managesoneof fleet in Australia, State Deploying thebiggest bus

640,000 customers to theirdestinations. more than17,500 services carryingmore than Every working day, State Transit operates customers in2016–17. State Transit carried212.78 million Bus Fleet

At 30 June 2017, State Transit’s bus fleet in Sydney and Newcastle totalled 2172 buses.

2169 buses are air- conditioned (99.86% of the fleet)

1952 buses are wheelchair- accessible (89.87% of the fleet) 561 buses are Euro 3 compliant (CNG or Euro 3 diesel) (25.83% of the fleet)

742 buses are Euro 5 diesel or Euro 4 CNG (34.16% of the fleet) 450 buses Enhanced Environmentally- Friendly Vehicles (EEV) (20.72% of the fleet) 233 buses are high-capacity articulated buses (10.73% of the fleet)

Overview • 9 10 State Transit Annual Report 2016–17 • • • • • (OSMBSC) withTransport for NSW in2016–17: Sydney Metropolitan BusService Contract Bus Service Contracts (SMBSC)andoneOuter State Transit heldfour Sydney Metropolitan Contracts withTransport for NSW of the operators, withintheregulatory framework Act 1988 established underthe The State Transit Authority ofNSW is Legislation • • • • • • In 2016–17: Routes and Lake Macquarie OSMBSC Region 5–Newcastle SMBSC Region 9–Eastern andSouth Lower NorthShore SMBSC Region 8–NorthernBeachesand Macquarie andRyde suburbs, includingParramatta, Chatswood, SMBSC Region 7–NorthernandWestern Western suburbs SMBSC Region 6–InnerWestern andSouth trips aweek on140busroutes. Newcastle Busesoperated 1415 school week on754 busroutes. Sydney Busesoperated 6885schooltripsa Sydney Busesand7965 by Newcastle Buses. were operated eachweek –100,723 by Approximately 108,688timetabledservices 24,000 kilometres. Newcastle Ferries fleettravelled around travelled over 10millionkilometres andthe kilometres, theNewcastle Busesfleet The Sydney fleettravelled around 89 million to Stockton. operated aservice across Newcastle Harbour and Lake Macquarie. Newcastle Ferries a large partofthecitiesNewcastle Newcastle Busesoperated 27 routes over Sydney metropolitan area. Sydney Busesoperated 286routes inthe Passenger Transport Act 1990 andoperates, asdoallNSW bus Transport Administration . of 2018, andinplace by July2018. expected to beselected inthefirst quarter on 19July2017, withanew operator The competitive tender process opened Western andSouthWestern services). Bus Service Contract Region 6(Inner the operations for Sydney Metropolitan announced itsintention to franchise On 15May 2017, theNSW Government COMPETITIVE TENDER REGION 6SERVICES OUTFOR established Newcastle Transport. to operate services underthenewly to private busoperator Keolis Downer Ferries staff andoperations transitioned On 1July2017, Newcastle Busesand BUSES ANDFERRIESSERVICES TRANSITION OFNEWCASTLE Overview • 11 12 State Transit Annual Report 2016–17 Sydney Service Area Network maps Parramatt Aubur Carlingfor a n d Epping STR R Hurstville Strathfiel Kingsgr Drummoyne STR d ove R Macquarie Rockdale Park Sans Souci Chatswood Fr For Sydney enchs North ASTR R Sydney est R La Per R TR ouse Coogee Maro Bondi ubra W atsons Bay Manly Mona V Palm Beach ale Newcastle Service Area

Mayfield

Wallsend

Stockton Lambton

Broadmeadow Glendale AST

Kotara

Charlestown

Warners Bay

Valentine Redhead

Belmont

Swansea

Overview • 13 14 State Transit Annual Report 2016–17

Year in review Year in review • 15 16 State Transit Annual Report 2016–17 been well received by BusOperators. The development andtraining initiative has techniques to improve customer interactions. behaviours, aswell asequippingthemwith Operators to choosepositive attitudes and training and development day empowers Bus and enforced by actualcustomer data, the capability. Usingrealistic on-the-jobscenarios Bus Operators andhelpbuildcustomer service psychology, anduses forum theatre to engage themes ofsafety, customer service andpositive development session focuses onthekey The oneday, face-to-face professional course for all3600ofitsBusOperators. innovative training anddevelopment Bus Operator Development Day –an In April2017, State Transit rolled outits Bus Operator Development Day suburbs, LaneCove andMacquarie Park areas. Beaches, InnerWest, SouthernandEastern transport optionsfor customers intheNorthern on anumberofpopularroutes, improving the services andextended thehoursofoperation additional tripsincreased thefrequency of for NSW Growth Services Program. These trips to itstimetable aspartoftheTransport In 2016–17, State Transit addedadditional Additional tripsfor customers network andprovide better customer service. to improve reliability, enhance capacityonthe in 2016–17, whichreflects initiatives introduced in thenumberofcustomer complaints received This issupported by a17.8 percent reduction the last quarter andseven percent since 2012. area ofsafety andsecurity, uponepercent in quarter and11percent since 2012; andinthe of: timeliness, upfour percent inthelast Notable improvements were seenintheareas increase since November 2012. was 89 percent. This isan11 percent State Transit’s overall customer satisfaction Survey conducted by Transport for NSW, In theMay 2017 Customer Satisfaction Improved customer satisfaction Performance highlights level ofsafety for customers. State inDecember 2016, addinganextra in itsfleetwithenginebay fire suppression State Transit completed theretrofit ofallbuses gram complete Fire Suppression System Retrofit Pro when interacting withcustomers. the power ofhaving apositive attitude ‘Much more whichlooksat thanadriver’, on Customer Service, withathemeof The BigBlueBook performance expected by State Transit. operations andoutlinesthestandards of on-the-job reference guidefor dailybus The resource provides auser-friendly, with anew resource its rule-oriented Development Day, State Transit replaced In conjunction withtheBusOperator Big BlueBook the broader busindustry inNSW. and adopted asindustry standard across videos have beenpositively received and thesafe evacuation ofbuses.These were alsoproduced, covering fire response New staff instructional training videos additional safety measures for thefleet. bus industry to identifyandimplement Safety Investigations (OTSI) andthebroader Transport for NSW, theOffice of Transport continues to work collaboratively with BusOperator Handbook hasastrong focus The BigBlueBook. - The majority of buses on the eight Customer experience routes operated by State Transit feature visual and audio information systems that Key objectives provide details of approaching bus stops, • To continually improve the overall transport connections and local attractions. customer experience through a strong focus on reliability, safety and WEBSITES customer service, to ensure the bus is an attractive alternative to the car. On 1 July 2017, State Transit’s customer- facing websites – sydneybuses.info and Key benefit newcastlebuses.info – were consolidated into transportnsw.info to provide a • Delivering a positive experience in all one-stop-shop for customers to plan our interactions with customers. their journey on public transport.

Key performance indicators In 2016–17, more than 3.1 million people visited the State Transit, Sydney Buses and • Increased customer satisfaction Newcastle Buses and Ferries websites. • Improved customer information • Improved reliability. COLLABORATION WITH THE TRANSPORT MANAGEMENT CENTRE Performance State Transit continues to work with Good customer service is at the core the Transport Management Centre to of State Transit’s strategies to ensure provide information to the public via radio that the community’s expectations announcements and social media platforms. of bus services are met. The announcements, which are aired on State Transit works with Transport for major radio stations, provide updates on NSW in designing and implementing peak-hour conditions. As part of those programs to ensure the customer is the announcements, the Transport Management core focus when delivering services and Centre also air messages for State providing customer information. Transit and other transport agencies.

State Transit staff are trained to ensure customer service is an integral part of TRANSPORTNSW.INFO SERVICES their culture. State Transit is committed to ensuring that it appropriately identifies, trains Transportnsw.info provides information for and assesses all staff in line with its service customers to plan their trip using buses, standards for reliability, convenience, efficiency, trains and ferries. Services include trip customer service, comfort, security and safety. planning, timetables, news and special events. Transportnsw.info includes web-based information (which is available by visiting CUSTOMER INFORMATION transportnsw.info) or by phoning 131 500.

Individual timetables for every bus route There is also a range of apps available to are available online from transportnsw.info. customers to download onto their smart device Stop-specific timetable information is also that provide real-time transport information. displayed at bus stops along main routes and corridors in State Transit’s contract areas. The transportnsw.info website also allows customers to provide feedback Real-time arrival information for all of State on services. All feedback received by Transit’s bus routes is available through transportnsw.info is important and used to third-party apps using data made available continuously improve and deliver quality by Transport for NSW and State Transit. and timely information, to ensure that the customer is at the centre of everything we do. Transport Customer Service Centres at Central and Circular Quay train stations can assist with trip planning for all public transport in .

Year in review • 17 18 State Transit Annual Report 2016–17 level ofcomfort for ourcustomers. per cent airconditioned, improving the State Transit’s Sydney fleetisnow 100 subsequent retirement ofolderbuses, With thedelivery ofnew busesand are wheelchair accessible ontheweekend. special routes). More than97 percent oftrips Sydney andNewcastle (excluding school 88 percent ofState Transit services across Wheelchair-accessible busesoperate on Transport milestone date in2017. Disability Standards for Accessible Public towards achieving thenext Commonwealth This places State Transit above target total 1952 (89.87 percent) ofthefleet. wheelchair-accessible buses,whichnow State Transit continues to purchase only Transit’s fleet to 10.86 years as at 30June2017. older oneshaskept theaverage ageofState these new busesandsubsequentretirement of age ofnotmore than12years. The delivery of Transport Act 1990 Transport for NSW, issued underthe State Transit’s operating contracts with Friendly Vehicle (EEV)emission levels. have Euro 5orEnhanced Environmentally- Custom bodies.Allnew busesdelivered bodies, and17Volvo B7RLEbuseswith 40 ScaniaK310UBbuseswithBustech to State Transit. These vehicles included In 2016–17, 57 new buseswere delivered BUS FLEET service provided by BusOperators. with staff including compliments for excellent from reliability ofbusservices to interactions In 2016–17, customer feedback topics ranged services for thebenefitofallcustomers. used to enhance theoverall performance of identify trends. These customer insightsare analysed to generate customer insightand Relations staff. Statistics from feedback are a response from State Transit’s Customer appropriately, withthecustomer receiving cases received are recorded andinvestigated responding to feedback from customers. All State Transit iscommitted to promptly CUSTOMER FEEDBACK , require anaverage fleet Passenger signs, chosenfor theirstrong contrast all new busesnow feature LEDdestination Following consultation withVision Australia, • • • • • • • All new busesacquired by State Transit feature: increase opportunitiesfor multi-modaltravel. provide linksto accessible train stations to regional routes. Many oftheseservices now operate onallmaincorridors andcross- Timetabled wheelchair-accessible busservices identify impedimentsto on-timerunning. and examine busstopping patterns to improve buspriority, implementclearways and Roads andMaritimeServices to NSW, theTransport ManagementCentre, State Transit alsoworks withTransport for Eastern services) inthefirst halfof2017–18. services) andRegion 9(Eastern andSouth for Regions 7(NorthernandWestern Further reviews are scheduledto becompleted cent realised onthesedesignated routes. to on-timerunningofbetween two and2.5 per generated positive results, withimprovements North Shore services). This initiative has and Region 8(NorthernBeachesandLower 6 (InnerWestern andSouthWestern services) implemented onanumberofroutes inRegion In 2016–17, updated runningtimes were on-time runningandreliability. wide review ofservices to improve with Transport for NSW onanetwork- State Transit isworking collaboratively ON-TIME RUNNING for customers withvisionimpairment. background, making for easierreadability between thelarge white writingonblack air-conditioning. improved destination signs increased interior lighting high visibilityhandrails mobile passengers additional priorityseating for less accommodation for two wheelchairs an extended wheelchairramp and and less mobile no-step floor to make iteasier for theelderly kneeling suspensionfor level entryandaflat State Transit’s target for on-time running on-time running figures are a snapshot only is 95 per cent of services operating to and cannot be extrapolated to reflect State timetable. State Transit’s on-time running Transit’s on-time running performance for is measured by Transport for NSW as part all services across its operating network. of its operating contracts. On-time running data is collected in the morning peak only, A bus service is deemed to have operated between 6am and 10am, over three separate on-time if it starts its trip between one minute days each month, across 11 different locations and 59 seconds before and five minutes and within State Transit’s operating areas. These 59 seconds after its scheduled departure time.

State Transit on-time running performance July – September quarter

Jul 16 Aug 16 Sep 16

Region 6 95.60% 89.20% 91.00%

Region 7 96.60% 93.20% 94.60%

Region 8 97.80% 93.90% 95.10%

Region 9 97.00% 91.30% 91.00%

OSMBSC 5 95.36% 94.52% 94.88%

State Transit on-time running performance October – December quarter

Oct 16 Nov 16 Dec 16

Region 6 92.30% 91.20% 97.40%

Region 7 96.10% 94.70% 97.90%

Region 8 97.60% 90.50% 99.20%

Region 9 93.90% 89.80% 97.90%

OSMBSC 5 94.56% 94.08% 94.33%

Year in review • 19 20 State Transit Annual Report 2016–17 State Transit on-timerunningperformance April–Junequarter # Patronage isnot collected by Transport for NSW 30: Service changesfor furtherdetails). Cove andMacquarie Park areas (see Appendix West, SouthernandEastern suburbs,Lane customers in theNorthernBeaches,Inner routes, improving thetransport optionsfor hours ofoperation onanumberofpopular frequency ofservices andextended the These additionaltripsincreased the NSW’s Growth Services Program. adjustments aspartoftheTransport for additional services andmadetimetable Throughout theyear State Transit introduced GROWTH SERVICES PROGRAM of services operated inNewcastle. operated inSydney and99.86 percent In 2016–17, 99.31 percent ofservices operate 99percent ofalltimetabledservices. that are operated. State Transit’s target isto measured by thenumberoftimetabledservices The reliability ofState Transit services is RELIABILITY State Transit on-timerunningperformance January–March quarter OSMBSC 5 Region 9 Region 8 Region 7 Region 6 OSMBSC 5 Region 9 Region 8 Region 7 Region 6 95.57% Jan 17 Jan 17 84.6% 94.3% 92.5% 88.7% 93.7% # # # # and pattern to minimisetravel time. services andcanadjust theirtravel times receive notification ofany impacts to their can follow various Twitter bushandles to Centre mediaandTwitter. Customers or accident viaTransport Management interruptions dueto traffic andincident commuters withlive up-to-date service Additional focus hasbeenplaced onproviding issues whichmay arisefrom late running. assist inmanagingBusOperator fatigue and ‘inservice’ problems andsituations, and used to resolve andrespond to emergency Real-time data regarding buslocations isalso adverse traffic conditions resultin late running. or providing anadditionalbusto assist when early runningto getthembackonschedule contacting theBusOperator to adviseof to improve on-timerunning.This may include early orlate, andintervening where necessary in real-time, identifyingbusesthat are running and PrioritySystem (PTIPS)to monitor services The NCC usesthePublicTransport Information region’s on-road operational management. regions, andisaproactive partofeach Sydney Metropolitan BusService Contract support for eachofState Transit’s four (NCC) isstructured to provide regional State Transit’s Network Control Centre NETWORK CONTROL CENTRE 92.00% 84.30% Feb 17 Feb 17 86.10% 93.19% 87.10% 89.0% 93.4% 88.9% 94.7% 85.1% 84.60% 93.00% 94.50% 87.40% Mar 17 Mar 17 91.30% 90.2% 86.6% 94.7% 96.2% 93.8% Winners of the best decorated Christmas bus of 2016 were Mona Vale Depot staff

SPECIAL EVENTS SUPPORTING THE COMMUNITY

State Transit, on behalf of Transport for Christmas Buses NSW, does the scheduling for the regional route network for sporting events at Sydney For the eleventh year running, State Transit Olympic Park. State Transit also provides the and Newcastle were decked contracted services operating via Route 1a out with tinsel and ornaments as part of – Warriewood to Sydney Olympic Park and State Transit’s Christmas Bus Competition. Route 4 – Maroubra to Sydney Olympic Park. The competition, which aims to spread some In addition, State Transit operates express cheer to customers, motorists and staff over special event buses to the Moore Park Precinct, the festive season, came about after Bus operating Route 1 – Central to Moore Park, Operators began informally decorating their and Route 3 – Circular Quay to Moore Park. buses for their customers. It has now grown in to a healthy competition, with the Bus For major events such as Vivid, City2Surf, Operator of the best decorated bus awarded New Year’s Eve, Sydney Festival and $500 to donate to the charity of their choice. Sculptures by the Sea, State Transit schedules additional buses along major In 2011, State Transit developed a partnership corridors to help customers get to where with the Sydney Children’s Hospital at they need to go, on time and hassle free. Randwick which meant the honour of judging the competition each December would go to a patient at the hospital.

The guest judge for the 2016 Christmas Bus Competition was a patient from the Children’s Hospital at Randwick, who awarded the title of best decorated bus to Mona Vale Bus Depot.

Year in review • 21 22 State Transit Annual Report 2016–17 of safety issues whiletravelling. among customers andotherroad users NSW onopportunitiesto raise awareness Centre for Road Safety andTransport for and State Transit collaborates withthe The safety ofourcustomers isparamount CUSTOMER SAFETY Transit, withanLTIFR of3.3for Sydney Buses. 5.0, aLTIFR of4.3was achieved for State Frequency Rate (LTIFR). Against atarget of employee safety istheLost Time Injury One ofthekey indicators for measuring down four percent ontheprevious year. Employee assaults alsoreduced in2016–17, of hazards assoonthey are identified. awareness campaignregarding thereporting part oftheDepotRefresh Program; andan proactively addressing physical hazards as to suitabledutiesfollowing anincident; increased focus onreturning employees to anumberofmeasures including:an the last seven years. This canbeattributed 2015–16, continuing adownward trend over decreased by afurthertwo percent from During 2016–17, total employee injuries EMPLOYEE SAFETY Performance • • • • Key performance indicators • Key benefit • • Key objectives Safety Improved healthandwellbeing programs. Improved road safety Improved on-board safety Improved workplace safety customers andotherroad users. all staff andasafe journey for A safe andhealthy workplace for Transit operations oractivities. public willoccur asaresult ofState no injuriesto staff, customers orthe State Transit’s ultimate aimisthat staff istheorganisation’s key priority The safety ofState Transit’s customers and State Transit allocates resources to ensure • • • • and Legislation. The Regulators are: – eachhaving theirown safety model requirements offour regulatory bodies Management System complies withthe this, State Transit ensures itsSafety Self-Insurance Licence. Inorder to achieve Accreditation andWorkers Compensation Licence, Advanced Fatigue Management its BusOperation Accreditation, Ferry In 2016–17, State Transit maintained SAFETY COMPLIANCE cent reduction theprevious year. further 12percent, ontop ofanineper In 2016–17, passenger falls reduced by a assessments for employees agedbetween State Transit hascommenced annualmedical National Heavy Vehicle Regulator (NHVR), Management (AFM)standards set by the In accordance with theAdvanced Fatigue (BOAS) audits,achieving positive results. number ofBusOperator Accreditation Scheme activities, bothexternal andinternal, includinga various audits andcompliance verification 2016–17, State Transit successfully passed its implemented systems andprocesses. During principles, State Transit iscontinuously refining In accordance with continuous improvement ASSURANCE ACTIVITIES currency, compliance andeaseofuse. consultation withemployees to ensure their duties.Itisregularly reviewed in employees to follow whenperforming safe work instructions andforms for procedures, riskmanagementguidelines, provides aframework ofdetailedpolicies, State Transit’s Safety ManagementSystem SAFETY MANAGEMENT SYSTEM safety reporting andperformance. well asinvesting intechnology to improve professionals allocated to eachregion, as This includeshaving dedicated safety all safety objectives are adequately met. National Heavy Vehicle Regulator. Roads andMaritimeServices Transport for NSW SafeWork NSW 50–60 years who undertake AFM work. trial gave staff the opportunity to be involved State Transit successfully passed the biennial in an app trial before it was made available to audit of its AFM accreditation in 2016–17. the public. The ‘Headgear’ app is intended to increase mental fitness, resilience and reduce The positive results from these audits and the risk of developing a mental health condition assurance activities indicate that State in the future. By taking part in the trial staff had Transit’s Safety Management System is the opportunity to learn skills and strategies to effective and well-positioned to maintain cope more effectively with stress and increase its various accreditations and licences. overall mental fitness and general wellbeing.

SAFETY PROGRAMS DRUG AND ALCOHOL TESTING

Key strategies and programs contributing All State Transit employees are subjected to State Transit’s strong safety performance to random drug and alcohol testing, as throughout 2016–17 included: well as testing following serious on-road incidents and where reasonable cause exists. Saliva swab testing has continued to further HEALTH AND WELLBEING complement the existing breath alcohol and urine testing program. Various measures are State Transit aims to promote and taken when positive tests occur, including encourage positive health and counselling and disciplinary proceedings. wellbeing outcomes for all staff.

Health Week was conducted in November 2016 Drug and alcohol testing in 2016–17 and included the opportunity for all staff to receive a free and confidential health check. Alcohol Drugs State Transit’s Employee Assistance Program (EAP) provider was also on hand to speak to Number of tests 2165 877 staff about resilience and stress management. Number of 1 2 A Fitness Passport continues to be available positive results for all employees with a total of 290 new and active memberships since 2015. RISK MANAGEMENT

Targeted health campaigns were State Transit applies a risk management communicated in the staff newsletter approach fundamental to the achievement providing advice on topics such as fatigue of work health and safety goals and the and staying healthy during flu season. honouring of the commitments documented within the Health and Safety Policy. The The annual free flu vaccination program was adoption of a risk management approach is rolled out in March/April 2017, with a steady reflected in the design and structure of the increase in the number of staff opting to receive documented Safety Management System the vaccination. In 2017, the ‘Quadrivalent’ inclusive of the risk management program. vaccine was utilised as recommended by the World Health Organization. This generic risk management approach assists in identifying common risks across all sites. Other programs that are ongoing and continue Through discussion and consultation, generic to have a dedicated focus include the EAP risk assessments have been developed with a (with the commencement of a new provider in focus on high-risk activities and risk controls. May 2017 – Davidson and Trahaire Corpsych), As a result new standardised risk controls and the Fatigue Management Program. have been implemented across the depots.

June 2016 saw the introduction of the ‘Headgear- toughen your nut’ trial. Mental wellbeing is an important part of our overall health and at State Transit, we are committed to improving mental health awareness and providing support to our people. Volunteers were sought to participate in a 30-day trial of the new ‘Headgear’ smartphone app. This

Year in review • 23 24 State Transit Annual Report 2016–17 Management System meetings. tracked aspartoftheRegional Safety on thekey performance indicators were Managers at thesix-month mark.Progress and were reviewed withRegional General plans were inplace at alloperational sites Safety ManagementSystem implementation performance throughout 2016–17. has contributed to ourstrong safety of State Transit’s Corporate Safety Plan A systematic approach to theimplementation SAFETY IMPLEMENTATION to highlighttheimportantsafety messages. regular uniforms for brightyellow shirtsinabid Transit andprivate BusOperators traded their During BusSafety Week, hundreds ofState featuring State Transit’s ‘BeBusAware’ buses. 6 and 12 November, withthecampaign Bus Safety Week was celebrated between safety for State Transit busoperations. Action Planto improve road andpassenger Services andBusNSW ontheBusSafety Safety, NSW Police, Roads andMaritime collaboratively withtheCentre for Road State Transit alsocontinues to work long-term plans for transport inNSW. and deliver ontheNSW Government’s to enhance services for ourcustomers collaboratively withTransport for NSW State Transit willcontinue to work SAFETY AWARENESS CAMPAIGNS Safety Engagements,andHealthWellbeing. Case Study, Visible Leadership, System Safety, program. The streams are: Decision-making are several streams ofwork that link to the Leadership andEngagementProgram. There Transport for NSW onthecluster-wide Safety State Transit continues to work closelywith a safe service to ourcustomers. Safety ManagementSystem anddeliver to implementtheirrequirements ofthe they have theknowledge andconfidence variety offormats to employees to ensure Safety training programs are delivered ina SAFETY TRAINING WORKERS’ COMPENSATION and discussions regarding work changes. and Safety Representatives inriskassessments Committees aswell asinvolvement from Health consultation viasite HealthandSafety 2016–17, there was astrong focus onworker safety decisionsonbehalfofthebusiness. In provide feedback andare involved inmaking established anumberofkey groups that consultation mechanisms,State Transit has safety at State Transit. Aswell asinformal Consultation isanunderpinningprincipleof CONSULTATION has featured inthestaff newsletter. outcomes have beenachieved andprogress involved intheinitiative. Many positive during 2016–17, withalldepotsnow The DepotRefresh Program continued DEPOT REFRESHPROGRAM Insurance Regulatory Authority (SIRA). complies withtherequirements oftheState State Transit’s Safety ManagementSystem The workers’ compensation component of governed by aService Level Agreement. compensation services to State Transit as Services, whichcontinue to provide workers’ supported by Transport for NSW Shared its own Return to Work functions.Itis State Transit isself-insured anddelivers 3.9 percent reduction theprevious year. $15.6 millionat 30June2017. This follows a from $16.4millionat 30June2016 to downward trend, decreasing 4.9percent The actuarialnetliabilitycontinues a health andsafety strategy at State Transit. injuries andreturn to work isakey work The successful managementofworkplace OUTER METROPOLITAN AND SYDNEY Competitive business METROPOLITAN BUS SERVICE CONTRACTS performance During the 2016–17 financial year, State Key objectives Transit operated its bus services through five separate Transport for NSW contracts: • To build our competitiveness as a business • To ensure the renewal of State • Four Sydney Metropolitan Bus Service Transit’s operating contracts. Contracts (SMBSC) • One Outer Sydney Metropolitan Bus Key benefit Service Contract (OSMBSC).

• Clearly demonstrating improved The four SMBSC comprise: ‘value for money’. • Contract Region 6 – Inner Western and South Key performance indicators Western suburbs • Contract Region 7 – North Western, Northern • Increasing investment to meet our Harbour and Riverside suburbs future obligations • Contract Region 8 – Northern Beaches and • Maximise asset utilisation. Lower North Shore • Contract Region 9 – Eastern and Performance South Eastern suburbs.

FINANCIAL REVIEW Contract Region 6 commenced on 1 July 2013 for a period of five years. In 2016–17, State Transit reported a surplus of On 1 July 2018, the operations for $84.1 million ($29.5 million deficit in 2015–16). Contract Region 6 will be franchised. The increase in financial performance was mainly due to a significant decrease in the Contract Regions 7, 8 and 9 commenced personal services liability as assessed by on 1 July 2013 for a period of five years. actuarial valuation. This decrease was due to They will terminate one year early on the increase in the discount rate (based on the 30 June 2017 when new contracts will be 10-year Commonwealth Bond rate at 30 June executed for a further five year term. 2017) since the previous valuation date. Without that actuarial adjustment, the underlying The sole OSMBSC comprises: financial performance was a surplus of $43.3 • Contract Region 5 – Newcastle Buses. million. This result compares favourably with the original budget of $28.2 million surplus. The OSMBSC commenced on 1 July 2014 for a period of three years. It was terminated CAPITAL EXPENDITURE on 30 June 2017 in support of the new initiative of a single integrated transport State Transit spent $29 million on capital network for Newcastle, under the recently works in 2016–17, including: $25.8 million on established Newcastle Transport. the acquisition of 57 new buses which are operated by State Transit and recognised All contracts include the provision of additional as a finance lease with Transport for NSW; services for specific special events such as $1.9 million on bus-related equipment and New Year’s Eve, Australia Day, ANZAC Day, other systems; and $1.3 million on depot Vivid, Mardi Gras and major sporting events. infrastructure and facilities upgrades. State Transit has a monthly reporting regime, The bus replacement program ensures the an obligation under each contract. The average fleet age continues to meet the reporting principally takes the form of strict requirements of State Transit’s contracts with key performance indicator (KPI) benchmark Transport for NSW. State Transit’s average comparison. The benchmarks cover: patronage fleet age was 10.86 years as at 30 June 2017. growth, on-time running, accessible services, customer satisfaction, customer complaints The upgrades to the depot infrastructure and resolution, revenue protection, and safety. and facilities were to maintain and support operational requirements.

Year in review • 25 26 State Transit Annual Report 2016–17 • • • • • • • • achieved duringthereporting period: The following accomplishments were to enablebetter decisionsupport. Technology Divisionwithinthebusiness, platforms andbetter aligningtheInformation government information technology on transitioning to centralised, all-of- Technology Divisionwas primarilyfocused In 2016–17, State Transit’s Information INFORMATION TECHNOLOGY MANAGEMENT price adjustments andservice variations. the monthlycontract price, applicable paid onamonthlybasis,principallycomprising Each SMBSCandOSMBSC isinvoiced and through thecontract payment process. approved, thechangesare invoiced andpaid NSW for assessment andapproval. Once (OSD), andsubmitted to Transport for supporting Operational Spatial Data are detailedby State Transit, including Changes to any contract busservice of electricitydisruptions continuous system connectivity inthecase Power Supply(UPS) hardware to facilitate upgrade ofdepot-basedUninterrupted one ofthetwo mobileservers fail and system access viamobiledevices should facilitate continuous connectivity ofemails upgrade of Mobile Mailinfrastructure to vendor support email system, Lotus Notes, to allow upgrade ofthe back-end ofState Transit’s software installed withintheinfrastructure. monitors thelicence validation across all within thebusiness. This system tracks and Software Asset Managementprocesses implementation of theTransport for NSW Services (NGIS)Program for NSW Next Generation Infrastructure Continued supportprovided to theTransport GovDC –anallofGovernment data centre relocation oftheState Transit Data Centre to Transport for NSW SAP basedERP. existing systems separate to thewider State Transit driven initiative utilisingits Enterprise Resource Plan(ERP).This isa system aspartoftheState Transit’s delivery ofafinance andprocurement one individual. NSW onmonthlybasiswithoutrelying on contract KPIreporting to Transport for KPI reporting framework. This enablestimely development anddelivery ofanew contract employees, passengers orotherroad users. regulators; orthesafety andsecurityofits Transit’s performance; compliance withits that may affect operational activities; State making andto minimisetheimpactofevents Management Standard to improve decision- State Transit usesISOAS/NZS 31000:2009Risk RISK MANAGEMENT PROGRAM • • • required for theongoingsupportofoperations. options enabletheprogram to bedelivered as approach to communications. Flexible delivery management, together withastructured the practical aspectsofemergency andincident facilitate theprogram whichprovides focus on The FleetOperations andInfrastructure Division emergency andcrisismanagementprocedures. key managementandsupervisorystaff in State Transit hastrained alloperational, EMERGENCY RESPONSEPLANS its external accountability requirements. governance, riskandcontrol framework, and by overseeing andmonitoring State Transit’s independent assistance to theChiefExecutive whose overall objective isto provide Transit hasanAudit andRiskCommittee, Framework. Asafurtherassurance, State and operation oftheRiskManagement Committee, whichoversees theimplementation reports to theexecutive Governance andRisk The RiskandAssurance Unitregularly whole ofbusiness approach to managingrisk. Management Framework, whichsetsoutthe and implementingState Transit’s Risk Assurance Unitisresponsible for maintaining environment inwhichitoperates. The Riskand program, withconsideration for thechanging improvement ofitsriskmanagement State Transit iscommitted to thecontinual maintain system supportandaccess. completed to reduce maintenance costs, Storage Area Network (SAN) was refreshment andupgrade ofthedata Opal, to alldepotsinSydney andNewcastle rollout oftheelectronic ticketing system, upgrades were delivered to facilitate the network enhancements andsoftware reports for thewholeorganisation centrally. records allincidentswithinadepotand Service Events application suite. This system delivery oftheDepotEvents moduleofthe Officers from the NSW Police Transport Command are currently receiving training in Bus Incident Response. The training focuses on the following scenarios: the first minute after an incident, to provide police with a set plan and priorities if they were on a bus when an incident occurred; and the first five minutes after an incident, to provide police with a more detailed response plan if they are the first responders to a bus incident. This training commenced in February 2017 and will conclude in December 2017 for all existing officers attached to Police Transport Command. It is expected to be ongoing for officers joining the Command beyond December 2017.

SECURITY COORDINATION

State Transit’s Security Unit provides police intelligence reports of incidents that occur on the bus network. Data is provided on a daily basis and a detailed report with data analysis is provided on a quarterly basis. High profile areas of the network are identified and the Police Transport Command (which is responsible for patrolling the transport network) can be provided with intelligence suitable for tasking their resources to areas of concern to State Transit.

The Unit provides a conduit for all police requesting on-bus CCTV footage to assist in their investigations. It facilitates the delivery of footage and provides evidence in court in relation to the continuity of the CCTV system. During 2016–17, the Unit processed 479 requests for information. Requests from police for CCTV footage is not restricted to matters occurring on buses. Around 32 per cent of requests were for incidents where the bus and its CCTV system was a witness to an incident. Police request assistance in identifying buses that pass incident sites and obtain footage to further their investigations.

REVENUE PROTECTION

Sydney Trains Transport Officers have responsibility for revenue protection and the checking of passengers for valid Opal cards and tickets on all , Harbour City Ferries, Sydney Buses and Newcastle Buses and Ferries as well as all private buses operating in the Sydney region.

Year in review • 27 28 State Transit Annual Report 2016–17 Transport for NSW andYarn’n Aboriginal employees, State Transit, together with recruitment andretention ofIndigenous To facilitate ongoingimprovements inthe at least 0.93 percent by December 2017. State Transit’s target isto increase thisto 0.7 percent. Within theTransport cluster, Strait IslanderpeopleinState Transit is The representation ofAboriginalandTorres Aboriginal Employment DIVERSITY ANDINCLUSION Program’ willbeimplemented during2017–18. Solutions generated aspartofthe‘Incubator engagement at allstages oftheprocess. the timeto select, andincrease applicant increase thenumberofnew recruits, reduce and generate potential solutionsto further part ofits‘Incubator Program’ to discuss NSW brought together key stakeholders as Bus Operator recruitment, Transport for Recognising thebusiness imperatives for digital campaignsandsocialmedia. use ofShopperDockets inselected areas, new channelsfor advertising, includingthe This result was assisted by expanded and 2016–17, 421BusOperators were recruited. for State Transit was for BusOperators. During for NSW. The majorityofrecruitment activity Transport Shared Services, partofTransport During 2016–17, recruitment was undertaken by RECRUITMENT Performance • • • Key performance indicators • Key benefit • key objective sustainability organisational People and Stakeholder engagement. Staff Development Plansagreed Operational staffing levels maintained Skilled, productive andmotivated staff. To inspire, develop andsupportallemployees. • • representation andretention include: been implemented to improve Aboriginal Other strategies andinitiatives that have completing pre-employment checks. Evaluation, andthree applicantsare 2017, oneapplicantisscheduledfor Driver commence work at State Transit inJuly As at 30June2017, onerecruit isto staff available to answer questions. understanding oftherole, andhave existing Bus Operator, assist potential applicants’ promote thebenefitsofemployment asa an openday at RandwickDepotto program in2016–17. This program included targeted AboriginalBusOperator recruitment Employment Services, launchedasecond to at least 21.9percent by December 2017. cluster, State Transit’s target isto increase this overall percentages. Within theTransport decrease hasasignificantimpacton the is relatively small(34),soany increase or The numberofSeniorService positions 2016–17, and14.7 percent at 30June2017. Senior Service roles was 20.5 percent in The representation ofwomen inState Transit tradespersons andapprentices. Staff Supervisors,BusOperator Trainers, Duty Officers, Yard Supervisors, Senior work asDepot Managers,Duty At State Transit depots,women also represent 5.2percent ofallBusOperators. per cent ofourentire workforce, andwomen total workforce. BusOperators make up81.5 Women represent 7.2 percent ofState Transit’s Women inState Transit • • • • the National IndigenousTimes use oftargeted advertising inKoori Mailand existing Indigenousstaff to theIndigenouscommunity through our promoting State Transit asanemployer throughout therecruitment process. Indigenous BusOperator candidates providing additionalsupportto Reference Group Transport for NSW Aboriginal Employee nominating State Transit staff for the Knockout Carnival (October 2016) including theAboriginalRugby League promoting State Transit at Indigenousevents Aboriginal Staff Forum as theReconciliation Morning Tea andthe participation inTransport-wide events such In 2016–17 strategies were developed and • 223 Bus Operators completed the Certificate implemented that aimed to increase the III in Driving Operations (Bus) number of new female employees and retain • 337 new recruits were enrolled in the existing female employees. These included: Certificate III Traineeship Program.

• convening a ‘Women in State Transit’ focus The Traineeship Program was revised group, to provide feedback and suggestions and updated in line with the national on how State Transit can increase the training package, to provide additional number of female Bus Operators support for trainees. All Bus Operator • planning for Career conversations for female Trainers were provided the opportunity to Bus Operators as part of the Grow, Perform, improve their feedback and coaching skills Succeed Program discussions, and extending through formal training and coaching. this to other groups • planning for the development of a mentoring BUS OPERATOR program for new female Bus Operators PROFESSIONAL DEVELOPMENT • inclusion of women Bus Operators in promotional and advertising campaigns State Transit recognises the links between • availability of an external mentoring engagement and performance. In 2016–17, program for female leaders (10 staff a number of initiatives commenced which members participated in 2016–17). targeted the skills and engagement of staff.

From April 2017, the Bus Operator Development ORGANISATIONAL DEVELOPMENT Day (a professional development workshop State Transit is committed to developing a for Bus Operators) commenced. Part 1 of capable and resilient workforce by investing in the workshop focuses on refreshing and its people. State Transit works in partnership building technical, safety and emergency with Transport for NSW to deliver targeted capability using digital resources and training and development programs to ensure practical experience. Part 2 explores the we have the right organisational capability attitudes, behaviours and self awareness and culture to deliver effective services. In that underpin great customer service, using 2016–17, our focus has been on supporting an interactive Forum Theatre approach. and enabling our frontline staff, through professional development, quality training, Early evaluation of data indicates that and increasing the capability of our trainers. the Bus Operator Development Day has had a positive impact on Bus Operators. All Bus Operators will participate in the BUS OPERATOR INITIAL development program in 2017–18. EMPLOYMENT TRAINING Other aligned initiatives and resources included: State Transit utilises the Vocational Education and Training Quality Framework • an online communication platform for Bus to promote excellence in training Bus Operators, providing information, Q&As, and Operators. State Transit’s comprehensive resources targeting employee wellbeing Bus Operator Training Program includes: • rollout of a new uniform based on employee feedback • a nationally recognised Traineeship Program • introduction of The Big Blue Book – a for all new Bus Operators positive new resource for Bus Operators, • tailored one-on-one training and to support and guide them in all aspects of assessment for identified training needs. their role • attendance of managers and The Traineeship Program ensures all new supervisors at the professional Bus Operators receive training that has been development workshop sessions. benchmarked against national competency standards, and results in a nationally recognised Certificate III in Driving Operations (Bus). This qualification is also available to existing Bus Operators to have their current skills and experience formally recognised. Achievements in 2016–17 included:

Year in review • 29 30 State Transit Annual Report 2016–17 in aspecific repair class. Duringthe a holderoftradesperson’s certificate requires repair work to becompleted by The systems andair conditioning systems. systems training covered Thoreb, door suspension, servicingandengines.Auxiliary diagnostic systems, fuelsystems, brakes, Scania busescovered electricalsystems, staff duringthe year. Training on Volvo and training courses were delivered to maintenance replacement program, over 40technical To supportState Transit’s extensive fleet Fleet Technical Training AND ASSESSMENT FLEET OPERATIONS TRAINING our customers, fleetandbusiness objectives. established knowledge andunderstanding of engineering repair tradespersons, bringing permanent employment withState Transit as State Transit apprentices continued to gain Certificate for multiple repair classes. to holdaMotor Vehicle Tradesperson’s qualifications whichwillenablethem are currently completing additionaltrade their trade qualification. Several apprentices both concurrently andafter completion of Apprentices furtherdevelop competency competency across allcriticalwork areas. licence upgrades andsafety training to develop Transit apprentices undertake heavy vehicle In additionto trade-specific training, State and trade qualifications from TAFE. fleet and workplace plantandprocesses, training andassessment ontheState Transit in theworkshops, ongoingtechnical Apprentices undertake on-the-jobtraining reflect thediverse State Transit workforce. Annual apprentice recruitment continues to well asstrong workplace standards. technical andsafety competencies as highly skilledworkforce withcomprehensive apprentice program focuses ondeveloping a element ofState Transit’s fleetoperations. The vehicle paintingapprenticeships are anessential Heavy vehicle mechanical,bodyrepair and APPRENTICESHIPS Motor DealersandRepairers Act 2013

• • • Services Traffic Control Photo Cards. as well asattainment ofRoads andMaritime the following national unitsofcompetency This covered Statements ofAttainment in the RIISS00044 Traffic Controller skillset. staff completed training andassessment in More than80maintenance andoperations Traffic Controller SkillSet mechanic repair credentials in2016–17. 34 staff attaining compressed natural gas in workforce capabilitywithanadditional AUR32012. This resulted inafurtherincrease Automotive Alternative FuelTechnology year, 28 staff undertook Certificate 3in and adiverse workforce composition. the workplace, underpinnedby flexibility in crafting an environment ofinclusivityin and how they contribute to therole we play focuses onunderstanding biasesasleaders Training in2016. This cluster-wide program people leadersattended Conscious Inclusion All State Transit SeniorExecutives and people leadershipwithintheorganisation. designed to buildcapabilityto provide effective Supervisors. This cluster-wide program is Leading Team Success Program for Maintenance development hasbeenontherollout ofthe In 2016–17, State Transit’s focus onleadership LEADERSHIP DEVELOPMENT completed to more than10,000 since 2012. safety. This bringsthe total assessments workshop plantandequipmentgeneral staff. These covered boththeoperation of knowledge assessments were delivered to staff, over 500 competency-based and the safety andcompetency ofmaintenance As partofState Transit’s commitment to ensure assessments were undertaken in2016–17. testing andspray painter surveillance medical Scheduled audiometrytesting, spirometry Safety RIICOM201D Communicate intheworkplace. stop/slow bat RIIWHS205D Control traffic witha WHS policies andwork procedures RIIWHS201D Work safely andfollow PERFORMANCE AGREEMENTS FOR NEW BUS OPERATOR UNIFORM TRANSPORT SENIOR SERVICE, SENIOR OFFICERS AND SALARIED OFFICERS A new uniform for all Bus Operators and other key operational staff was introduced during the The Performance Agreement Program for reporting year. The new design was instigated Transport Senior Service Employees and from a survey of all Bus Operators, which Salaried and Senior Officers continued during identified potential improvements to the current 2016–17, using an online system. The online uniform. A Uniform Working Party, which system provides fully electronic records and included male and female staff representatives, sign-offs, as well as tools to support the recommended design and colour options, development of appropriate performance including items such as skorts and the use of objectives and personal development plans. ‘left over right’ buttoning for female shirts. It also features reporting functions which Final options were trialled by staff and an summarise progress in meeting objectives and efficient sizing program was implemented at alignment of objectives to the Corporate Plan. all locations so correct sizes could be ordered.

The result is a uniform which has been GROW PERFORM SUCCEED PROGRAM positively received by staff, and which promotes a professional frontline image for State Transit. During 2016–17, the implementation of the Grow Perform Succeed (GPS) Program continued for operations staff. The purpose of this program SUCCESSION PLANNING is to provide employees the opportunity to: The Transport for NSW Succession • discuss their role with their supervisor Planning Framework was applied in State • understand work goals Transit to refresh talent profiling and • receive regular feedback about how they are build succession plans for key and critical performing and what they are doing well positions including leadership roles. • be recognised for a job well done • build capabilities to carry out work ENTERPRISE AGREEMENTS AND AWARDS to the best of their abilities. The industrial instruments applicable A number of new initiatives were implemented to groups in State Transit include: as part of the GPS Program during the year, including video communications for staff. • State Transit Authority Bus Engineering and These videos featured the Chief Executive Maintenance Enterprise (State) Award 2016 and the respective General Managers, – Covers all trade and non-trades staff who providing positive commentary on each maintain the State Transit bus fleet, operative division’s priorities, targets and results. This to 31 December 2018. initiative aimed to promote visible leadership • State Transit Authority Bus Operations by State Transit’s Executives for frontline Enterprise (State) Award 2015 – Covers all staff and was complemented by a printed Bus Operators and related classifications, brochure from each General Manager. These operative to 31 December 2017. additional channels for communications • State Transit Authority Senior and Salaried have been well received by frontline staff. Officers Enterprise (State) Award 2015 – Covers all administrative, managerial and operational (non-bus or maintenance) staff, operative to 31 December 2017. • State Transit Authority Newcastle Ferry Masters Enterprise Agreement 2015 – Covers all Newcastle Ferry Masters and Engineers, operative to 31 December 2017. • State Transit Authority Newcastle Ferry General Purpose Hand Enterprise Agreement 2015 – Covers all Newcastle Ferry General Purpose Hands, operative to 31 December 2017.

Year in review • 31 32 State Transit Annual Report 2016–17 embedded intheCorporate Plan2012–2017. 2016–17. These awards reflect the values that are outstanding contributions ofstaff during Annual Achievement Awards recognise the event onWednesday 21June2017. The presentations were heldinacombined The AnnualService andAchievement Award 3. 2. 1. ‘tiers’ ofrecognition: The program isbasedonthree State Transit’s business directions. success andachievement andto support employees commenced in2005,to celebrate The Recognition Program for State Transit STAFF RECOGNITION SCHEME religious, spiritualorcontemplative purposes. employees canutilisethesespaces for retreat spaces across theorganisation, obligations whileat work. With 11established diverse backgrounds canmeettheirreligious to ensuringemployees from culturally State Transit demonstrates itscommitment RETREAT SPACES Downer, effective from 1July2017. and staff to private operator Keolis franchising ofNewcastle operations support to Transport for NSW in the In 2016–17, State Transit provided effective funded through employee-related cost savings. 2.5 percent cost oflivingadjustment to be guarantee, withany increase above the adjustment, includingthesuperannuation provides for a2.5percent cost ofliving NSW PublicSector Wages Policy 2011 which All instruments were negotiated underthe managers andsupervisors. the workplace to employees from day-to-day praise andfeedback in exceptional performance intheworkplace Regions andCorporate Divisionsto reward annual allocation ofmovie vouchers to annual awards function program, culminating inaformal an annualorganisation-wide TRANSPORT AWARDS (CLUSTER AWARDS) • • • • • • • • • for theseawards were: The categories andrecipients and Peter Casaneliareceived aCommendation. Brendan Rabbitwas presented withanAward • • • nominations andthefinalists were: State Transit submitted several and across alltheTransport cluster agencies. achievements ofstaff in Transport for NSW recognises theexceptional contributions and were heldon28February 2017. This event The 2016 Transport Awards presentations Egwin HerbertandMichaelPerrone Darren Baker, Steve Bakous, Bryce Grossell, CEO Award –T80BusReplacement Team: CEO Award –George Samartzis CEO Award –Peter Casanelia Apprentice oftheYear –Luke Stebbings Integrity –Lorna Hutchings Roxanna Llewelyn Solutions –MichaelEggins and Pukler andFionaTowell Brehon, Jorge Canellas,LucaIngenito, John Customer Focus –Kevork Beyleryan, Sean Brendon Harris Collaboration –ErminTham and Tarun SoniandIanWelch Carmelo Ferraro, Ranjan Kaul, JohnO’Riodan, Safety –Ryde Yard Team: Darren Baker, Gary OutramGary for theCategory ofSolutions. Peter Casaneliafor theCategory ofSafety Customer Focus Brendan Rabbitfor theCategory of Environment GREENHOUSE EMISSIONS FOOTPRINT State Transit’s Greenhouse Gas Scope 1 Key objective emissions for the bus, commercial and • To reduce the environmental footprint passenger vehicle fleet increased by 1.3 per

from State Transit’s operations. cent in 2016–17 to 160,336 tonnes CO2(e). When combined with stationary energy greenhouse emissions, the total State Transit Key benefit greenhouse footprint for transport and • Protection of the environment through stationary energy increased by 0.7 per cent compliance with the Protection of the to 168,144 tonnes CO2(e). The growth in fleet Environment Operations Act emissions is reflective of increased service kilometres and fleet fuel usage with new • A healthy and sustainable environment heavier air-conditioned buses now in use. for the community by fostering growth in using public transport. ROADS AND MARITIME SERVICES Key performance indicators CLEAN FLEET RE-ACCREDITATION

• Improved fuel efficiency in the bus fleet State Transit achieved re-accreditation against • Reduced electricity consumption in State the Roads and Maritime Services Clean Fleet Transit facilities Program in May 2017, with compliance audits • Increased rates of recycling successfully completed in one depot per of renewable resources. region. Accreditation is valid until May 2019. State Transit denotes its Clean Fleet status by displaying its Clean Fleet accreditation Performance certificates across all State Transit depots.

IMPROVING THE BUS FLEET EMISSIONS PROFILE MONA VALE REMEDIATION

With the retirement of older early model Significant progress has been achieved with Euro I and II buses, and with the further remediation of Mona Vale Depot including: acquisition of the latest Euro 5 and Enhanced the completion of Human Health and Environmentally-Friendly Vehicles (EEV), Ecological Risk Assessments; Soil Vapour 80 per cent of State Transit’s fleet is now and Groundwater Monitoring Studies; and of a Euro 3 standard or higher, with 45 per passive skimming and active extraction of cent of the fleet Euro 5 or EEV standard. phase separated hydrocarbons. State Transit The fleet’s rated emission standards are has achieved all of its milestones against the maintained in accordance with the original Voluntary Management Agreement held with equipment manufacturer and Roads and the Environmental Protection Authority. Maritime Services Clean Fleet Standards.

ELECTRICITY AND WATER CONSUMPTION SAVINGS

State Transit depots consumed 8,557,737kWhs of electricity in 2016–17, continuing on its path of energy savings with a nine per cent reduction in depot electricity consumption. This represents a fifth year of annual electricity savings.

While State Transit’s potable water consumption of 76,491kL increased by seven per cent over the year, water consumption is still greatly reduced on previous financial year totals, with a 12 per cent reduction over the last three years.

Year in review • 33 34 State Transit Annual Report 2016–17

Appendices Appendices • 35 36 State Transit Annual Report 2016–17 • • • • • • Key responsibilities: Transport Management Qualifications: Certificate of Reports to theChiefExecutive MICHAEL REARDON structure Division Manager,General Operations Fleet and Infra • • Key responsibilities: Australian Institute ofCompany Directors Diploma inAppliedFinance, Graduate ofthe Masters inBusiness Administration, Graduate Qualifications: Bachelorof Commerce, Reports to theChiefExecutive PAUL DUNN Services Manager,General Finance and Administrative Australian Institute ofCompany Directors Business Administration, Graduate ofthe Engineering), Graduate Diploma(HD) Qualifications: BachelorofScience (Mechanical STEFFEN FAURBY ExecutiveChief structure (asat 30June2017) Appendix 1:Managementand Environment Revenue protection Bus maintenance Fleet operations Operational infrastructure Asset security Treasury andrevenue Finance - • • • • • Key responsibilities: Fellows Program (ANZSOG) (First Class Honours), Executive Qualifications: BachelorofArts Reports to theChiefExecutive LINDSAY LEE munications Manager,General Safety, Assurance and Com • • • Key responsibilities: Masters inBusiness Administration Qualifications: Bachelor of Economics, Reports to theChiefExecutive CRAIG WEBSTER Technology ManagerGeneral Strategy, Innovation and • • • • Key responsibilities: Institute ofCompany Directors Management), Graduate oftheAustralian Management (Australian Institute of Management, Graduate Certificate in Qualifications: Certificate of Transport Reports to theChiefExecutive MARTIN BYATT Manager,General People and Bus Systems Safety managementsystem Electronic ticketing system Risk andassurance Internal audit Customer information andcommunications Insurance Contracts andprocurement ICT Bus operations Human resources development Employee relations andequity Learning anddevelopment - Corporate Counsel General Manager, Southern Region LAUREN BARNES MARK PETERS

Reports to the Chief Executive Reports to the Chief Executive

Qualifications: Master of Business Law Qualifications: Graduate of the Australian (University of Sydney), Master of Law Institute of Company Directors, (Monash University), Bachelor of Laws with Certificate of Transport Management Honours (Bond University), Graduate of the (CTM), Graduate Certificate in Business Australian Institute of Company Directors, Management (GradCertBus). Certificate in Governance Practice (Governance Institute), Certificate in Governance and Risk Key responsibilities: Management (Governance Institute), Prince2 Registered Practitioner (Project Management), • Management of the Southern Regional bus Graduate Certificate in Management depots (Leichhardt, Kingsgrove, Burwood (Australian Institute of Management). and Tempe) which operate services in Sydney’s inner-western, south-western Key responsibilities: suburbs and the CBD • 4DX/On-time running • Provide advice to the Executives on legal matters • Dispute and litigation management General Manager, Eastern Region • Draft, negotiate and advise on major JAMIE SINCLAIR contracts and commercial matters • Identification of legal and compliance issues Reports to the Chief Executive and risks • Property portfolio management Qualifications: Graduate of the Australian Institute of Company Directors, Advanced Management Certificate, Business General Manager, Northern Region Management Certificate, Certificate of Transport Management, Successfully ROBERT TARABAY completed Executive Development Program Reports to the Chief Executive and Public Sector Management Course.

Qualifications: Graduate Certificate Business Key responsibilities: Management, Certificate of Transport Management, Certificate IV Building • Management of the Eastern Regional and Construction, Diploma Building and bus depots (Waverley, Port Botany Construction, Certificate IV Training and and Randwick) which operate services Assessment, Graduate of the Australian in Sydney’s eastern beaches, inner Institute of Company Directors. south-eastern suburbs and the CBD • Special event coordination Key responsibilities: • Scheduling (HASTUS) across all Sydney regions • Management of Northern Regional bus depots (Mona Vale, Brookvale and North Sydney) which operate services in Sydney’s lower North Shore, the Northern Beaches and the CBD • Network Control Centre

Appendices • 37 38 State Transit Annual Report 2016–17 Human resource statistics (and full-timeequivalent) over thefive-year periodfrom July2012 to June2017 The below table shows acomparison ofState Transit’s staff by classification Appendix 2:Humanresource statistics • Key responsibilities: Institute ofCompany Directors Management, Graduate oftheAustralian Qualifications: Certificate of Transport Reports to theChiefExecutive JIM NIAHOS Manager,A/General Western Region from 1July2017. classification (Level 1 to 6). Transport SeniorService (Level 2 to 6)willtransition to Transport Service SeniorExecutive 1 to 3) (Band *SES classification discontinued during2013–14. Former SESand various SeniorOfficers transferred to TransportSeniorService Transport Shared Services. do not includeovertime hours). Administration figures for 2012–13 to 2016–17 exclude positionsassigned to Transport for NSW and Note: The figures are converted to full-timeequivalents for part-time staff, and represent the average staffing levels forthe year (they Maintenance Operations Head count Administration Total Transport SeniorService SES Casuals (includedabove) Full-time equivalent northern harbourandriverside suburbs operate services inSydney’s northwestern, bus depots(Ryde andWilloughby) which Management oftheWestern Regional 2012–13 5049 4847 4191 N/A 348 510 162 10 2013–14 4543 4662 3856 436 • • Key responsibilities: Certificate in Retail Management of Business Management,Graduate of Transport Management,Certificate Institute ofCompany Directors, Certificate Qualifications: Graduate ofthe Australian Reports to theChiefExecutive DARREN CAREY Manager,General Newcastle Buses and Ferries 370 36* 116 0* Stockton Ferry Management oftheNewcastle to Lake Macquarie services across alarge partofNewcastle and (Hamilton andBelmont)whichoperate Management oftheNewcastle busdepots 2014–15 4562 4728 3857 430 329 34* 78 0* 2015–16 4686 4074 4874 444 322 100 34* 0* 2016–17 4695 4892 4115 429 34* 124 318 0* Appendix 3: Senior Service contracts and remuneration

TSSE contracts and remuneration

TSSE Band Female Male Total Average of TRP

Band 1 1 4 5 $233,160

Band 2 – 9 9 $275,590

Band 3 – 1 1 $500,000

Band 4 – – – –

Total 1 14 15

The table is based on Transport Senior Service positions Level 2 to Level 6, which are to be aligned to Transport Service Senior Executive (TSSE) Bands from 1 July 2017 following the introduction of the Government Sector Employment Legislation Amendment Act 2016 No 2 within the Transport Service.

The percentage of total salaries and wages expenditure that relates to senior executives was 1.4 per cent for 2016–17 and 1.4 per cent for 2015–16.

Appendix 4: Workforce diversity

Trends in the representation of workforce diversity groups

Workforce Benchmark/ % of total % of total % of total diversity group Target staff – 2015 staff – 2016 staff – 2017

Women 50% 7.9% 7.5% 7.2%

Aboriginal people and 2.6% 0.7% 0.9% 0.7% Torres Strait Islanders

People whose first 19.0% 27.0% 28.5% 29.4% language spoken as a child was not English

People with a disability N/A 2.2% 2.2% 2.1%

People with a disability 1.5% 2.2% 2.1% 2.1% requiring work-related adjustment

Appendices • 39 40 State Transit Annual Report 2016–17 principles into ourprocesses andsystems. objectives andincorporate multicultural to theNSW Government’s multicultural for NSW andState Transit willrespond and Services Planoutlineshow Transport The cluster-wide Multicultural Policies the service changesare to be implemented. the predominant languagesofthearea where ethnic diversity, brochures are produced in when required. Inareas withahighlevel of or changedbusservices, usinginterpreters communities regarding theintroduction ofnew for NSW, engagesinconsultation withethnic State Transit, incollaboration withTransport service changemanagementprograms. to assist andsupportTransport for NSW in of Transport for NSW. State Transit’s role is programs are now theprincipal responsibility stakeholder engagementfor service change NSW. Network service planningandcommunity Transport cluster managedby Transport for State Transit isaservice provider withinthe and Services Plan Multicultural Policies Appendix 5: than 20. Note 2:The Distribution Index isnot calculated where workforce diversity group ornon-workforce diversity group numbersare less may bemore than100, indicating that theworkforce diversity group isless concentrated at lower salarylevels. salary levels thanisthecasefor other staff. The more pronounced this tendency is,thelower theindex willbe. Insomecasestheindex equivalent to that of other staff. Values less than100meanthat the workforce diversity group tends to bemore concentrated at lower Note 1:ADistribution Index of 100indicates that thecentre of thedistribution of theworkforce diversity group across salarylevels is Trends inthedistribution ofworkforce diversity groups diversity group Workforce related adjustment requiring work- People withadisability People withadisability child was notEnglish language spoken asa People whosefirst Torres Strait Islanders Aboriginal peopleand Women Benchmark/ Target 100 100 100 100 100 staff –2015 Transport Info website during2017–18. State Transit willcontinue to support the Korean, Russian, SpanishandVietnamese. Chinese, Greek, Indonesian,Italian,Japanese, in 10majorlanguages.These are Arabic, an explanation ofitsTripPlanner function Trains andTransport for NSW, provides jointly supported by State Transit, Sydney The Transport Info website, transportnsw.info Communication • • • • • identified for multicultural customers: towards meetingthefive objectives Transport for NSW, continues to work State Transit, incollaboration with % oftotal core functionofthetransport agencies. embedding multicultural activityasa service delivery on policy andprogram development and able to have theirviews andconcerns heard and program delivery and cultural sensitivityoftransport service satisfied withthequalityof communications and information able to equitably access transport services able to confidently usetransport services 123 113 113 89 95 staff –2016 % oftotal 127 119 113 94 88 staff –2017 % oftotal 124 114 114 89 93 Funded services Progress in this area includes: State Transit is a client of the Department • continued upgrading of the fleet, bringing of Immigration and Citizenship, which runs the total number of wheelchair-accessible the Translating and Interpreting Services buses to 1952 (89.87 per cent), ahead (TIS), 131 450, for people who do not speak of the Disability Discrimination Act 2012 English and for English speakers needing (Cwlth) target to communicate with them. TIS provides • 88 per cent of scheduled route services each both telephone and onsite interpreters week are wheelchair-accessible for non-English speakers. Through TIS, a • competency assessment is included in all three-way conversation can be arranged initial and ongoing training of Bus Operators. with the Transport Info call centre agent, the caller and an interpreter.

State Transit will continue to seek translating and interpreting services from the Department of Immigration and Citizenship. Appendix 8: Risk management and Retreat spaces insurance activities State Transit demonstrates its commitment to ensuring employees from culturally Risk management diverse backgrounds can meet their religious State Transit recognises that the effective obligations while at work. With 11 established identification and management of risk provides retreat spaces across the organisation, greater certainty over decisions and is central employees can utilise these spaces for to achieving our business objectives. religious, spiritual or contemplative purposes. State Transit is compliant with Internal Audit and Risk Management Policy for the NSW Public Sector (TPP 15-03) published by NSW Treasury. State Transit’s risk management Appendix 6: Agreements activities are based on ISO AS/NZS 31000: with Multicultural NSW 2009 Risk Management Standard.

There has been no requirement for an State Transit’s risk management program agreement specified by Multicultural NSW. aims to improve decision-making and to minimise the negative impact of events that may affect our operational activities, our reputation, compliance with our regulators, and the safety and security of Appendix 7: Disability our employees, passengers and road users. Inclusion Action Plan Activities relating to risk management are State Transit maintains Disability Inclusion reviewed by State Transit’s Governance Action Plans for each of its bus service and Risk Committee, comprising Senior contracts with Transport for NSW. These plans Executives of State Transit, which oversees are regularly reviewed, in conjunction with the implementation, operation and review of Transport for NSW, to ensure they conform the risk management program. State Transit’s to the requirements of the Disability Inclusion Audit and Risk Committee, comprised of Act 2014. State Transit also implements the independent members, provides independent requirements of the Disability Standards for assistance to the Chief Executive by Accessible Public Transport 2002 under the overseeing and monitoring State Transit’s Disability Discrimination Act 2012 (Cwlth). governance, risk and control framework, and its external accountability requirements.

The delivery of bus services is paramount to State Transit’s success. State Transit recognises that services are provided in an environment that may be affected by events outside our control. To assist in managing

Appendices • 41 42 State Transit Annual Report 2016–17 and individualsthat dobusiness withus. standards ofbehaviour from organisations with theCode ofConduct, we expect high our staff to behave ethically and comply their business dealings.Just as we expect probity, ethicalbehaviour andintegrity in Conduct andobserve a highstandard of in accordance with theTransport Code of Staff are required to conduct theiractivities NSW Government andState Transit policies. business inanethicalmannerhaving regard to our legislative responsibilities. We conduct our safe andreliable busservices, consistent with State Transit iscommitted to operating efficient, corruption prevention Appendix 9:Ethicsand GIO Insurance to insure thebusfleet. CTP insurers in2016, State Transit appointed SIRA. Asaresult ofanopentender to licensed in accordance withlegislation regulated by vehicles isprovided by alicensed insurer Transit’s fleetof2172 buses andoperational Compulsory Third Party Insurance for State and extensive policy coverage. to maintaincompetitive premiums has calculated levels ofpolicy deductibles claims managementservice. State Transit in conjunction withaspecialist external an insurance broker andmanagesclaims arranges theinsurance program through In linewiththeriskprofile, State Transit hull andliabilitiesfor Newcastle Ferries. motor accidents andotherrisksplusmarine products andotherliabilities,personalinjury, assets andproperty, consequential loss, public, Buses for physical loss ordamageto insurable financial protection for Sydney andNewcastle State Transit’s insurance program provides Insurance and after adverse events andincidents. that detailtheprovision ofservices during State Transit hasBusiness Continuity Plans serious incidents.To supportservice delivery, effective communication andmanagementof Management Planthat provides for the such events, State Transit hasanEmergency Act, andthemodelpolicy andbetter practice is consistent withtherequirements ofthe State Transit’s internal reporting procedure government information contravention. serious andsubstantial waste or suspected corrupt conduct, maladministration, officials to report any evidence ofactualor Act 1994 The objective ofthe Public interest disclosures these standards ofethicalbehaviour. deal withState Transit must comply with All individualsandorganisations that gifts andbenefits, conflicts ofinterest. management, reporting unethicalbehaviour, procurement practices, safety, environmental can expect from us,particularlyinrelation to partners to behave. Ittells themwhat they guidelines onhow we expect ourbusiness is publishedonourwebsite, provides clear Our Statement ofBusiness Ethics,which State Transit andthemainconcerns raised. of publicinterest disclosures received by 31 oftheAct, Table 1and2show thenumber with section4oftheRegulation andsection during thereporting period.Inaccordance number ofpublicinterest disclosures received (the Regulation) requires agencies to report the The PublicInterest Disclosures Regulation 2011 newsletters andonState Transit’s intranet. updates to allstaff are includedininternal induction. Inaddition,general information training andnew staff through theirgeneral for staff undertakingdevelopment day information onpublicinterest disclosures officers and staffsupervisors,inclusionof managers, training for allnominated disclosure Act. These included policy briefings for senior responsibilities andobligations underthe protections available, andorganisational activities to promote staff awareness ofthe State Transit undertook anumberof issued by theNSW Ombudsman. guidelines for publicinterest disclosures (theAct) isto encourage public Public InterestPublic Disclosures Public interest disclosure statistics Throughout the year State Transit fulfils its statutory obligations by reporting relevant Number matters to the Independent Commission Against Corruption and the NSW Ombudsman. Number of public officials who 3 have made a public interest disclosure to State Transit

Total number of public 3 interest disclosures received Appendix 10: by State Transit Internal audit Number of public interest 0 State Transit’s internal audit program provides disclosures finalised independent, objective assurance and advisory services designed to add value and improve Main concerns identified in public State Transit’s operations. The internal audit interest disclosures received function supports management in achieving State Transit’s objectives and statutory Number obligations by bringing a systematic, disciplined approach to evaluating and improving Corrupt conduct 3 the effectiveness of risk management, Maladministration 0 control and governance processes.

Serious and substantial waste 0 During 2016–17, O’Connor Marsden & Government information 0 Associates (OCM) partnered with State Transit contravention in the delivery of its internal audit services. At State Transit the internal audit service Local government pecuniary 0 delivery model consists of an in-house Chief interest contravention Audit Executive, an audit support service and OCM as a contracted external service provider. The model was selected to provide Fraud and corruption prevention State Transit with access to a wide range of State Transit is committed to maintaining internal auditing skills, to meet State Transit’s high standards of ethical conduct. State changing risk profile and environment. Transit does not tolerate fraudulent or corrupt behaviour and seeks to ensure that The Audit and Risk Committee reviews its work environment is free of fraud and State Transit’s annual Internal Audit Plan, corruption. Where fraud and corrupt activity the coverage provided by audit projects and does occur, State Transit’s objective is to the resources of the internal audit function. ensure that it is rapidly detected, effectively The results, progress and performance investigated and appropriate action is taken. of the internal audit program is regularly reviewed by the Audit and Risk Committee. State Transit undertook a number of fraud and corruption prevention activities during Internal Audit is authorised to have full, free the year with the objective of reducing fraud and unrestricted access to all functions, and corruption risk within the workplace. This property, personnel records, accounts, files included providing guidance and advice to and other information and documentation. staff and management on a wide range of corruption risks, ethical, probity and policy State Transit’s management is responsible for issues. To raise general awareness of corruption ensuring that appropriate corrective actions prevention issues, information is regularly identified by the internal audit program published in State Transit’s staff newsletter. are taken in a timely manner to address Regular training courses were also offered reported areas for improvement. The status to staff by the Independent Commission of corrective actions is monitored by State Against Corruption and NSW Ombudsman on Transit’s Governance and Risk Committee corruption awareness, corruption prevention and the Audit and Risk Committee. and internal investigations of corrupt conduct.

Appendices • 43 44 State Transit Annual Report 2016–17 Date: 19–07–2017 State Transit Chief Executive Steffen Faurby managing auditandriskwithinagency. and maintainedframeworks, includingsystems, processes andprocedures for appropriately These processes demonstrate that theState Transit Authority ofNew SouthWales hasestablished • • • The ChairandMembersoftheAudit and RiskCommittee are: Public Sector, specifically: eight (8)core requirements setoutintheInternal Audit andRiskManagementPolicy for theNSW Wales has internal auditand riskmanagementprocesses inoperation that are compliant withthe I, Steffen Faurby, ChiefExecutive, amoftheopinionthat the State Transit Authority ofNew South financial year for the State Transit Authority ofNew South Wales Internal auditandriskmanagementattestation for the2016–17 management attestation Appendix 11:Internal auditandrisk consistent withthecontent ofthe‘modelcharter’ 3.3 The Audit andRiskCommittee hasa charter that is frameworks, anditsexternal accountability obligations governance processes, riskmanagementandcontrol providing assistance to theagency headontheagency’s 3.2 The Audit andRiskCommittee isanadvisory committee appropriate expertise hasbeenestablished 3.1 Anindependentand Audit andRiskCommittee with consistent withthecontent ofthe‘modelcharter’ 2.3 The agency has anInternal Audit Charter that is International Standards for theProfessional Practice ofInternal Auditing 2.2 The operation oftheinternal auditfunctionisconsistent withthe 2.1 Aninternal auditfunctionhasbeenestablished andmaintained framework isconsistent withAS/NZS ISO3100:2009 the agency hasbeenestablished andmaintainedthe 1.2 Ariskmanagementframework that isappropriate to accountable for riskmanagementintheagency 1.1 The agency headisultimately responsible and Core requirements Independent Member, Carolyn Walsh, (March 2016 to February 2019) Independent Member, BrianBlood,(July 2014 to June2017) Independent Chair, AllanCook, (July 2014 to June2018)

Compliant Compliant or intransition non-compliant, Compliant, Compliant Compliant Compliant Compliant Compliant Compliant

Appendix 12: Digital information security annual attestation

Digital information security attestation statement for the 2016–17 financial year for State Transit I, Steffen Fauby, am of the opinion that State Transit had an Information Security Management System (ISMS) in place during the 2016–17 financial year that is consistent with the core requirements set out in the NSW Government Digital Information Security Policy.

The controls in place to mitigate identified risks to the digital information and digital information systems of State Transit are adequate.

There is no agency under the control of State Transit which is required to develop an independent ISMS in accordance with NSW Government Digital Information Security Policy.

Steffen Faurby Chief Executive State Transit

• Promote awareness of the benefits Appendix 13: Annual of public transport in creating Environment and sustainable environments • Prevent pollution incidents, reduce emissions WRAPP Report and optimise energy efficiency • Incorporate sustainability into our business Environmental management policy and planning decisions. State Transit’s Environmental Policy Statement Environmental notices is displayed at all depots for staff information and reference. State Transit also subscribes to No Environmental Protection or Local the Transport for NSW Transport Environment Government Authority environmental penalty and Sustainability Policy Statement, which can notices were received during 2016–17. be found on the Transport for NSW website.

State Transit’s Environment Policy objectives Environmental incidents include: A total of 13 environmental incidents were recorded in 2016–17, 11 for ‘bus in-service’ • Be a leader in Bus Industry and two for ‘depot operations’. One incident Environment Management was reported to the regulator, as per the • Proactively identify and manage our duty to notify the regulator of incidents Environmental Risks with the potential to cause material harm. • Set targets, monitor and continuously This incident was contained, controlled and improve our environmental performance managed to the regulator’s satisfaction. • Work towards best practice environmental standards

Appendices • 45 46 State Transit Annual Report 2016–17 Accreditation iscurrent untilMay 2019. and MaritimeServices CleanFleetStandard. of itsfleetandfuelqualityagainst the Roads Services CleanFleetProgram, for maintenance re-accreditation against theRoads andMaritime or higherstandard. State Transit achieved standard, while80 per cent isofaEuro 3 bus fleetare now ofthelatest Euro 5orEEV fleet. Around 45per cent of State Transit’s of new busesandtheretirement ofitsolder fleet continues to improve withtheacquisition The emissions profile of State Transit’s bus AIR QUALITY Media basedreporting compliance notices issued duringtheyear. with allsuchagreements, withnonon- sewer. State Transit maintaineditscompliance for thedischarge oftreated trade waste to Agreements withSydney orHunter Water State Transit depotsholdTrade Waste Trade waste notices response isprovided to theregulator. complaints are investigated andadetailed from abusidlingat termini. AllEPA referred related to noisefrom buildingworks andnoise Line for investigation andresolution. Complaints referred from the EPA Environmental Pollution Two publicenvironmental complaints were Environment Pollution Linereferrals a response to thecustomer where requested. depots for investigation, corrective actionsand idling buses.Complaints are referred to relevant relate to noiseorsmoke (exhaust fumes) from previous year. The majorityofthesecomplaints and Ferry operations compared withnineinthe complaints were received for Newcastle Bus for theprevious year, whilefive environmental systems for Sydney Busescompared with382 complaints were recorded ontheSalesforce In the2016–17, 345publicenvironmental Environmental complaints handling STATIONARY SOURCEEMISSIONS Accounts Factors were calculated asfollows: combustion, usingNational Greenhouse Transport emissions derived from fuel TRANSPORT GREENHOUSEGAS EMISSIONS previous financial year’s water consumption. represented aseven percent increase onthe consumption was 76,491kL in2016–17. This State Transit’s annualmetered water WATER CO intensity was calculated at 0.2 tonnes of (CNG)Gas anddieselfleetemissions The combined Compressed Natural GREENHOUSE INTENSITY footprint ontheprevious financial year. a 0.7 percent increase inthetotal carbon 168,144 tonnes ofCO to stationary andmobilesources equalled State Transit’s total carbonfootprint due TOTAL GREENHOUSEEMISSIONS emissions equated to 7808 tonnes CO or 126tonnes CO appliances equated to 2447 GJoulesofenergy CO accounting for 171,727 kWhrs or151tonnes of of CO accounted for 8,557,737 kWhrs or7531 tonnes electricity consumption by State Transit depots, stationary sources, mainlyintheform of Scope 2greenhouse gasemissions for Total Transport Footprint tailpipe emissions CNG BusFleetScope 1 tailpipe emissions Diesel BusFleetScope 1 direct emissions Newcastle Ferries Scope 1 vehicles under3.5tonnes Passenger andservice State Transit service 2 2 (e) emissions per100kilometres. (e). Depotnatural gasconsumption for small 2 (e) withState Transit Headquarters 2 (e). Total stationary source 2 (e). This represented 2 (e). CO2(e) 160,336 Tonnes 47,096 112,913 152.6 174.7 NOISE WASTE

During 2016–17, there were 350 complaints Suez Environments (formerly known as received for Sydney and Newcastle operations, SITA Australia) has provided licensed total 14 of which related to complaints of depot- waste management solid and liquid waste related noise. Depot noise complaints collection and recycling services for all of are investigated to determine source and State Transit depots, as part of the Total appropriate corrective actions. Noise from bus Waste Management contract. During 2016–17, start-ups, public announcement systems and State Transit’s total waste management garage radios are monitored and controlled contractor collected the following approximate via operational measures including: noise quantities of waste for recycling: surveys; standard operating procedures; restricted hours of operation for noisy Waste product Tonnes equipment; and staff education and awareness of the importance of minimising noise and Paper and recycled waste 9 potential nuisance to nearby neighbours. Recycled batteries 431

CONTAMINATED LANDS Recycled metals 144

Fluorescent tubes 1.4 EPA contaminated site notifications There were no further sites notified Liquid oily water waste 362 to the EPA in 2016–17. Recycled waste oil 649

Mona Vale remediation Recycled coolant 58 Mona Vale Depot lands are being remediated in accordance with a General waste sent to landfill approximated Remediation Action Plan and Voluntary 634 tonnes compared with 771 tonnes in Management Agreement with the EPA. the previous financial year. State Transit achieved a combined waste stream Validation of underground storage tank recycling rate of 72.3 per cent. removals or in-situ abandonment All tank removal or abandonment works in 2016–17 were validated as required by Regulations, and relevant authorities were notified. Validation reports indicate that all lands were determined to be suitable for Appendix 14: continued industrial/commercial land use. Summary of land In accordance with Section 41B(1)(d) of ENERGY the Public Finance and Audit Act 1983, the following is a summary of State Electricity consumption Transit’s land holding as at 30 June 2017 Depot electricity consumption was according to actual use of the land. 8,557,737 kWhrs, nine per cent less than the previous year’s consumption. Summary of land

Transport fuel consumption Land use classification $’000 Fuel consumption by the State Transit bus fleet in 2016–17 totalled 42.2 million Bus depots 170,437 litres of diesel fuel and 23.4 million cubic Minor operational assets 2084 metres of compressed natural gas. Commercial properties 9112

NATURAL GAS Total 181,633

Consumption figures were not available at time of reporting.

Appendices • 47 48 State Transit Annual Report 2016–17 surplus of$8.6millioncomprising total revenue of$617.3 millionandtotal expenditure of$608.7 million. personal services liabilitythat was assessed by actuarialvaluation. The operating budget for 2017–18 isa State Transit reported aprofit of$84.1 million for 2016–17 mainlydue to asignificantdecrease inthe Profit/(Loss) (see Further commentary onfinancialperformance isincludedas part of Competitive business performance Expenditure Income Appendix 16:Income andexpenditure During theyear State Transit didnotdisposeofany land. Appendix 15:Disposalofproperty Profit/(loss) expenditure Total operating costs Other costs Borrowing expenses Fleet running and amortisation Depreciation services Personnel Total Income Other revenue Interest revenue Operational page 25 ). 2015–16 2015–16 2015–16 (29,529) 672,594 603,423 486,423 702,123 99,405 Actual Actual Actual 28,944 40,227 $’000 $’000 $’000 87,688 18,767 9840 599,009 2016–17 2016–17 2016–17 683,063 403,349 84,054 Actual Actual Actual 618,721 36,526 $’000 $’000 $’000 73,877 99,146 27,816 13,321 9316 669,429 2016–17 2016–17 2016–17 Budget Budget Budget 102,608 641,184 443,173 612,017 73,806 29,865 28,245 $’000 $’000 $’000 27,547 12,663 8934 Variance Variance Variance 2016–17 2016–17 2016–17 55,809 39,824 $’000 $’000 $’000 13,634 42,175 (658) (382) 6704 3462 6661 269 (71) Variance Variance Variance 2016–17 2016–17 2016–17 (5.20) (4.28) 197.59 (0.10) 22.30 2.04 0.98 6.58 8.99 3.37 1.10 % % %

Appendix 17: Appendix 18: Funds granted to Liability management non-government performance community organisations In the year ended 30 June 2017, the market cost of funds of State Transit’s debt portfolio, State Transit made the following which includes actual interest costs, donations to non-government community accrued interest costs, the amortisation organisations during 2016–17: of bond premium or discount amounts, and the change in market capital value of Non-government Donation the debt portfolio, was 0.69 per cent. community organisation

Rotary Club of $1091 Bondi Junction

Retired Tram and Bus $1000 Appendix 19: Workers Association Investment management performance In 2016–17, State Transit did not have funds invested in NSW Treasury Corporation’s investment facility. Surplus funds generated were used to repay borrowings of approximately $43.7 million.

Appendix 20: Performance in paying accounts

Performance in paying accounts for all suppliers

Measure September December March June 2016 2016 2017 2017

Number of accounts 17,943 18,319 14,035 15,993 due for payment

Number of accounts 17,657 16,432 13,244 15,780 paid on time

Actual percentage of accounts 98.4% 89.7% 94.4% 98.7% paid on time (based on number of accounts)

Dollar amount of accounts $100,330,257 $107,689,530 $128,385,672 $79,590,118 due for payment

Dollar amount of $99,248,037 $105,734,211 $126,191,092 $79,309,120 accounts paid on time

Actual percentage of accounts 98.9% 98.2% 98.3% 99.6% paid on time (based on $)

Number of payments for NIL NIL NIL NIL interest on overdue accounts

Interest paid on NIL NIL NIL NIL overdue accounts

Appendices • 49 50 State Transit Annual Report 2016–17 Aged transactions by quarter for smallbusinesses Aged transactions by quarter for allsuppliers Performance inpaying accounts for smallbusiness suppliers Jun 2017 Mar 2017 Dec 2016 Sep 2016 Quarter Jun 2017 Mar 2017 Dec 2016 Sep 2016 Quarter overdue accounts Interest paidon interest onoverdue accounts Number ofpayments for paid ontime(based$) Actual percentage ofaccounts accounts paidontime Dollar amountof due for payment Dollar amountofaccounts number ofaccounts) paid ontime(based Actual percentage ofaccounts paid ontime Number ofaccounts due for payment Number ofaccounts Measure Current Current count count 7036 6533 7723 7552 843 697 821 713 September $2,034,531 $1,999,810 31–60 31–60 99.4% 98.3% 2016 1440 982 1448 66 83 NIL NIL 81 81 4 6 9 December $1,885,597 $1,861,314 61–50 61–50 99.0% 98.7% 2016 1482 1467 NIL NIL 62 22 10 13 3 3 5 1 $1,210,018 $1,181,449 March 97.4% 97.6% 2017 90+ 90+ 1183 1215 NIL NIL 151 20 36 26 3 2 7 –

$1,624,034 $1,618,086 99.4% 99.6% count count Total Total June 2017 7846 7654 7728 7168 1601 1610 804 848 834 NIL NIL 712

Aged transactions by quarter for all suppliers

Quarter Current 31–60 61–50 90+ Total $’000 $’000 $’000 $’000 count

Sep 2016 24,241 36,740 10,593 -8 71,566

Dec 2016 26,057 227 24 -45 26,263

Mar 2017 22,850 83 19 9 22,961

Jun 2017 27,757 75 26 33 27,891

Aged transactions by quarter for small business suppliers

Quarter Current 31–60 61–50 90+ Total $’000 $’000 $’000 $’000 count

Sep 2016 715 136 0 4 855

Dec 2016 759 –1 1 –1 758

Mar 2017 920 2 –2 – 920

Jun 2017 934 1 –1 – 934

Appendix 21: Response Regulations The following regulations made under to matters raised by the the Transport Administration Act 1988 NSW Auditor General had direct application to the State Transit Authority of NSW and were in There were no significant matters force during the year under review: identified by the Auditor-General in the Statutory Audit Report. • Transport Administration (Staff) Regulation 2012 • Transport Administration (General) Regulation 2013. Appendix 22: Legislation Orders The State Transit Authority of NSW is constituted as an operating body without Section 85 of the Transport Administration policy or regulatory functions and is not Act 1988 provides that the charges to be charged with the administration of legislation. demanded by the State Transit Authority of However, set out below is an overview of NSW in respect of its bus or ferry services the legislation directly relevant to the State and/or any other purpose shall be as from Transit Authority of NSW during 2016–17. time to time determined by order made by the State Transit Authority of NSW. Transport Administration Act Passenger Transport Act The State Transit Authority of NSW is created as a corporation by the Transport Administration The State Transit Authority of NSW, in Act 1988 and operates pursuant to that Act common with other operators of public and the regulations made under the Act. passenger services in NSW, is directly bound by the provisions of the Passenger Transport Act 1990 and the relevant regulations made under the Act.

Appendices • 51 52 State Transit Annual Report 2016–17 provision ofpassenger transport services. relation to State Transit’s performance inthe operations, functionsandstructure andin of information concerning State Transit’s release of information involves therelease State Transit’s program for theproactive undertaken at least once every 12months. publicly available. This review must be kinds ofinformation that canbemade of government information to identifythe must review their programs for therelease Under section7oftheGIPA Act, agencies – Clause7(a) Review ofproactive release program Access)(Public Act Government Information Appendix 24: to satisfy theguidelinesprovided intheAct. personal information to ensure itcontinues improve itscurrent collection andstorage of State Transit willcontinue to maintainand to whomthepersonalinformation willpass. information how thedetailswillbeusedand informs allindividualswhencollecting personal In accordance withtheplan,State Transit purposes for whichitiscollected. the information isonlyusedfor the information secure andensures that The planrequires staff to keep personal been lodgedwiththePrivacy Commissioner. A copy ofthePrivacy ManagementPlanhas has implemented aPrivacy Management Plan. Information Protection Act 1998 In accordance withthe management Appendix 23:Privacy Privacy andPersonal , State Transit Transit reviewed thisprogram by: During thereporting period,State Info website at www.transportnsw.info. Transit website orthrough theTransport All key publications are available ontheState • • • • • • This includes: to inSchedule1to theGIPA Act. requested was information referred and onepartly)becausetheinformation refused two applications (one wholly During thereporting period,State Transit Schedule 1information –Clause7(c) Number ofrefused applications for applications butnotinvalid applications). access applications (includingwithdrawn Transit received atotal of33formal During thereporting period,State ceived –Clause7(b) Number ofaccess applications re • • • reliability andsafety data. the publication ofcustomer service, Sydney BusesandState Transit websites information regularly publicisedthrough the timetable changesandothertravel transport news andannouncements, brochures, to assist passengers publications, includingtimetables,flyers and the production anddistribution ofarange of service changesandgeneral travel advice regular updates ontimetablechanges,school details onState Transit’s fleetofbuses and Corporate Plan publication ofState Transit’s AnnualReport proactively released by otheragencies. analysing thetypesofinformation State Transit assessing thetypeofinformation heldby informal applications being requested through formal and examining thetypesofinformation - Statistical information about access applications – Clause 7(d) and Schedule 2

Table A: Number of applications by type of applicant and outcome*

Access Access Access Information granted granted refused not held in full in part in full

Media 0 4 1 1

Members of Parliament 5 2 0 2

Private sector business 0 2 1 1

Not-for-profit organisations 1 0 0 0 or community groups

Members of the public 0 5 2 2 (application by legal representative)

Members of the public (other) 2 1 2 1

Table A: Number of applications by type of applicant and outcome (continued)*

Information Refuse to Refuse to Application already deal with confirm/ withdrawn available application deny whether information is held

Media 0 0 0 0

Members of Parliament 0 0 0 1

Private sector business 0 0 0 0

Not-for-profit organisations 0 0 0 0 or community groups

Members of the public 0 0 0 0 (application by legal representative)

Members of the public (other) 0 0 0 0

*More than one decision can be made in respect of a particular access application. If so, a recording will be made in relation to each such decision. This also applies to Table B.

Table B: Number of applications by type of application and outcome

Access Access Access Information granted granted refused not held in full in part in full

Personal information 1 0 2 0 applications*

Access applications 7 5 1 7 (other than personal information applications)

Access applications that are 0 9 3 0 partly personal information applications and partly other

Appendices • 53 54 State Transit Annual Report 2016–17 will berecorded. This alsoappliesinrelation to Table E. *More thanonepublicinterest consideration may apply inrelation to aparticularaccess application and, ifso, each suchconsideration against disclosure: matters listed inSchedule1oftheAct Table D:Conclusive presumption ofoverriding publicinterest Table C:Invalid applications about theapplicant(thebeinganindividual). *A personalinformation application isanaccess application for personalinformation (asdefinedinclause4 of Schedule4 to the Act) Table B:Numberofapplications by typeofapplication andoutcome (continued) applications andpartlyother partly personalinformation Access applications that are information applications) (other thanpersonal Access applications applications* Personal information Aboriginal andenvironmental heritage Ministerial code ofconduct Care and protection ofchildren Adoption Transport safety Documents affecting law enforcement andpublicsafety Excluded information Legal professional privilege Contempt Executive Council information Cabinet information Overriding secrecy laws Invalid applications that subsequentlybecamevalid applications Total numberofinvalid applications received Application contravenes restraint order (section 110oftheAct) Application isfor excluded information oftheagency (section 43oftheAct) Application doesnotcomply withformal requirements (section 41 ofAct) Reason for invalidity Information available already 0 0 0 application Refuse to deal with 0 0 0 information Refuse to confirm/ whether is held deny considered used* Number oftimes 0 0 0 Application application withdrawal Number of 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 7 7 7 1 1 Table E: Other public interest considerations against disclosure: matters listed in table to section 14 of the Act

Number of occasions when application not successful

Responsible and effective government 5

Law enforcement and security 0

Individual rights, judicial processes and natural justice 16

Business interests of agencies and other persons 2

Environment, culture, economy and general matters 0

Secrecy provisions 11

Exempt documents under interstate Freedom of Information legislation 0

Table F: Timeliness

Number of applications

Decided within the statutory timeframe (20 days plus any extensions) 30

Decided after 35 days (by agreement with applicant) 1

Not decided within time (deemed refusal) 0

Total 31

Table G: Number of applications reviewed under Part 5 of the Act (by type of review and outcome)

Decision Decision Total varied upheld

Internal review 0 2 2

Review by Information Commissioner* 0 0 0

Internal review following recommendation 0 0 0 under Section 93 of Act

Review by ADT (NCAT) 0 0 0

Total 0 2 2

*The Information Commissioner does not have the authority to vary decisions, but can make recommendation to the original decision- maker. The data in this case indicates that a recommendation to vary or uphold the original decision has been made.

Table H: Applications for review under Part 5 of the Act (by type of applicant)

Number of applications for review

Applications by access applicants 0

Applications by persons to whom information the subject of 0 access application relates (see Section 54 of the Act)

Appendices • 55 56 State Transit Annual Report 2016–17 Appendix 27: Overseas travel consultancy fee. high-level specialists orprofessional advice that assists managerialdecision-makingisclassified asa The following tableisasummaryofconsultant fees incurred duringtheyear. Expenditure relating to Appendix 26:Consultancy fees State Transit Chief Executive Steffen Faurby was inaccordance withthePremier’s Memoranda andTreasurer’s Directions. I certify that thecredit card usageinState Transit for thefinancial year ended30June 2017 Appendix 25:Credit card certification Division 2ofPart 4oftheAct (by typeoftransfer) Table I:Applications transferred to otheragenciesunder 17/05/17 14/05/17 – Date Where consultancy fees paidwere less than$50,000 Where consultancy fees exceeded $50,000 Consultancy fees Applicant-initiated transfers Agency-initiated transfers

Coordinator and Compliance Fleet Quality Simon O’Callaghan Officer Malaysia Destination by Transport for NSW was organised andfunded Northern BeachesB-Line. Travel decker buses required for the Carry outinspectionsofdouble- Purpose applications transferred Number of $’000 Nil Nil 0 1 This decrease in customer feedback reflects Appendix 28: Digital a number of initiatives introduced by State recordkeeping Transit in 2016–17 to increase the standard of customer service and improve our overall State Transit has established the capability customer satisfaction. These initiatives included: to formally manage digital records in accordance with Government policies • the commencement of a review in to the and standards. The use of this capability on-time running of bus services and the has commenced, with increasing take- implementation of updated running times to up underway across the organisation. improve reliability of services • rollout of the Bus Operator Development Day training program, which has a strong focus on customer service Appendix 29: • implementation of additional services as part of the Transport for NSW Growth Services Customer response Program and adjustment of services where required as a result of customer feedback. State Transit’s Customer Relations staff – located in each depot with a coordinating State Transit continues to encourage customers group in the corporate area – provide to provide feedback on bus services and is timely and accurate responses to customer committed to the investigation and response, feedback. Localised staff ensure effective where required, to all feedback received. resolution of issues in each operational area.

The main sentiment of customer feedback Customer feedback on State Transit’s bus during 2016–17 related to the bus being late, services in Sydney as well as bus and ferry the bus failing to stop, staff behavior and services in Newcastle includes queries, bus service reliability. A large proportion of compliments, feedback and complaints that are the complaints relating to the bus being late received via Transport Info (transportnsw.info) or unreliable can be attributed to impacts and via the 131 500 feedback line, letters and on State Transit’s operating environment, from other sources. resulting from construction works associated with major infrastructure projects. Putting customers at the centre of everything we do, State Transit continues to encourage its customers to report all feedback via the Breakdown of complaints appropriate channels – transportnsw.info or received by channel the 131 500 feedback line – to assist with the improvement of our overall service. Internally, Source 2015–16 2016–17 State Transit has a strong commitment to responding to feedback. It ensures Phone 131 500 25,448 18,682 the promotion of the customer feedback Online channels 19,439 18,147 process is a focus within the organisation. Letters 82 166 In 2016–17, State Transit saw an 11.3 per Ministerial 345 254 cent decrease in the amount of customer correspondence feedback received (47,006 compared to 53,004 in 2015–16). Customer Total complaints 45,314 37,249 feedback included enquiries, complaints, compliments and general feedback. Other feedback 7690 9757

Appendices • 57 58 State Transit Annual Report 2016–17 to runviaRandwickJunctionandAlisonRoad. diverted away from AnzacParade, andadjusted infrequent Central with of the Permanent changesincluded theamalgamation or theirstops relocated temporarily. of New South Wales (UNSW) beingdiverted resulted inmany routes neartheUniversity Suburbs. Works intheKensington area Light Railcontinued intheCBDandEastern The construction oftheCBDandSouthEast Light rail construction discount introduced at thesametime. taking advantage ofthenew Opaltransfer to abus,train orferry to continue theirjourney, Customers travelling into thecitycantransfer • • • • and intheCBD. The changesinclude: congestion ontheSydney HarbourBridge operating into theCBDto helpreduce introduced changesto selected busroutes From 5September 2016, Transport for NSW CBD congestion reduction Service changes Appendix 30: 261, 265 294 routes 285,286,287, 288,289, 292, 293, minor timetableadjustments to EppingRoad during peaktimes starts andendsat NorthSydney Station Point. The Northbridge now starts andendsat NorthSydney/Milsons adjustments to Castlecrag routes 251 peak times.Timetables ontheseroutes, and and endingat NorthSydney Station during Lane Cove West Riverview andMcMahonsPoint, andthe Route 254 changes to LaneCove routes, withall Route 290 Road andPacific Highway, replacing most Epping andMcMahonsPoint viaEpping the introduction ofnew Route 895 and routes 890 and 297 Route 891 and tripsaltered to runbetween trips , andLower NorthShore 269 express service from UNSW to 253 Route 252 to helpimprove reliability. , were alsoadjusted and , andthewithdrawal of Route 202 Route 291 892 Route 203 service starting . Route M50 service between , which routes was • • • • • Military Road adjustments included: In October 2016, NorthernBeachesand NSW’s Growth Services Program. adjustments aspartoftheTransport for additional services andmadetimetable Throughout theyear State Transit introduced Growth Services Program Leichhardt, Five DockandAbbotsford. on Fridays andSaturdays between thecity, Route 438 in Concord, Ryde andat Macquarie University. Park, improving transport optionsfor customers days aweek between Burwood andMacquarie was extended to operate untilmidnightseven In late November 2016, thepopular • • • • • • holidays converted to operate as all morning andevening E69. Extra Route 169 additional tripsaddedto routes 179, 183,184,188,L88,190 extra tripsaddedto Pittwater Road corridor to additional morningandevening tripsadded trips addedinthemorningandevening on Sundays andpublicholidays, andextra operating every 30minutes duringtheday an increased frequency on region to improve thereliability ofservices. minor timetableadjustments across the also addedto and Sundays andpublicholiday tripswere to extra Sunday andpublicholiday tripsadded Route E76 the two and additional tripsintroduced on Route E78 Manor, Cromer. Extra tripswere addedto all run as L80 additional evening tripson were alsoadded North Shore Hospital.Extra morningtrips between Chatswood andManly, viaRoyal routes E50, E65,E66 Route 245 Route 143 Route 178 , withsome E77 Route L80 was alsoenhanced to runallnight route 176 tripconverted to runasRoute express trips Route 169 tripsextended to Maybrook tripsonSundays andpublic . Additional weekday evening Route 246 Route 180 tripsconverted to runas tripswere addedinthe and Route E69 trips converted to Route 139 routes E79 E70 routes E76 Route M41 Route 144 and , anda , and L90

In February 2017, additional trips were added to: • additional weekday peak hour and late night trips introduced on Route 295, and altered • Route 301, resulting in all night services to run between Epping Station and North operating between the city and Zetland Epping only. The hours of operation on seven days a week. Timetable changes were weekends was also increased also made to the route and to Route 303 • extra trips and timetable adjustments on • Route M20 between the city and Zetland, Epping Road routes 285 and 292, along with with its operating hours extended to timetable changes to routes 254 and 291 midnight seven days a week • the enhancement of Sunday and public • Route 343 between Rosebery and the city holiday services to and from Macquarie on weekday morning and evenings, and on University, with the extension of many Saturday evenings Route 506 trips to and from the university, • Route 370, with extended operating hours and additional trips on Route 518 seven days a week and minor adjustments to • additional trips introduced on Victoria the timetable Road routes 504 and 515, along with minor • Route 372, with one extra trip from Railway timetable adjustments. Timetable changes Square to Coogee, along with minor also occurred on routes 500 and 507 timetable adjustments • Route 265 was truncated at North Sydney • Route 389 between Seven Ways and Bondi Station, following the earlier introduction Junction on weekday mornings, and minor of additional routes to and from McMahons timetable adjustments Point. Its timetable, along with Route 269, • additional weekday morning trips on Route was also adjusted 433 from Harold Park to Central Station, • the withdrawal of Route 459 (Strathfield – including adjustments to its timetable Macquarie University), with routes M41 and • Route 477, with an extension of 458 continuing to operate over most of the its operating hours seven days a Route 459 corridor week. Routes 476 and 477 also had • the limited number of Route 458 trips that adjustments made to its timetable. extended to and from Macquarie University being curtailed at Ryde. Minor adjustments At the same time, timetable adjustments to its timetable also occurred were also made to the following • the cancellation of local routes 430 routes to improve reliability: (Kogarah) and 495 (Bexley North) due to low patronage. • cross-regional routes 348, 415 and 418 Barangaroo Wharf opening • Inner West routes 436, L37, 438, L38, 439, L39 and 440 The introduction of a new wharf at • many routes in the Northern Beaches area. Barangaroo in June 2017 resulted in changes to selected ferry services. Minor timetable Two additional morning peak trips were adjustments were made to routes 462, introduced on Route 294 between Mowbray 463, 464 and 466 in order to maintain Road, Lane Cove and the city in April connection with Parramatta River ferries. 2017. The trips provide additional capacity at the busy Lane Cove Interchange.

Further introduction of Growth Services occurred in June 2017, along with timetable adjustments, which included:

• the introduction of new full-time service, Route 530, linking Chatswood and Burwood via Lane Cove, Drummoyne and Five Dock. This resulted in Route 252 being extended from Lane Cove West to Gladesville, and Route 536 being reduced to a peak- hours-only service

Appendices • 59 60 State Transit Annual Report 2016–17 to andfrom ScalabriniVillage, Drummoyne. in March 2017, withselected tripsoperating A trialextension of and Garden streets whiletheworks take place. Narrabeen viaWarriewood Square, Macpherson been introduced to operate to andfrom for approximately 12months. diverted viaPittwater andWarriewood roads routes 185,L85 at Warriewood commencing inOctober 2016, Due to Council roadworks inMacphersonStreet shuttle linkingitwithAbbotsford Wharf. from February 2017, withthe wharf upgrade works occurred at Chiswick nearest operating wharfat MilsonsPoint. Similar customers between McMahonsPoint andthe A temporary shuttle, undertaken by Roads andMaritimeServices. October 2016 whilereconstruction works were McMahons Point ferry wharfwas closeduntil Tamarama andBondibeaches. until April2017 linkingCoogee, Bronte, Route 362 service,The annualsummer‘Beachrunner’ Additional tripsandroute extensions , operated from October 2016 and Route 492 Route E85 Route 223 have beentemporarily Route 437 Route 181 commenced , conveyed has call State Transit on9245 5488. access thisvolume ofthereport, please 2.0 compliant. Ifassistance isrequired to Volume 2 ofthisreport are notWCAG State Transit’s financial statements in NSW Government Website Management. 2.0, asperthePremier’s Circular 2012-18 Content Accessibility Guidelines(WCAG) produced in-houseandcomplies withWeb The State Transit AnnualReport was requirements Report accessibility Appendix 31:Annual Appendices • 61 State Transit Level 4, 15 Bourke Road Mascot NSW 2020 www.statetransit.info

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