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NSW Trains Annual Report 2015-16

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NSW Trains Annual Report 2015-16 2015-2016 Annual Report Transport NSW Trains Tra W in S s N V 1 o l u m e Annual Report 2015-16 Annual Report NSW Trains Ground Floor 470 Pitt Street Haymarket NSW 2000 Postal address PO Box K349 Haymarket NSW 1238 Executive reception hours Monday to Friday 8.30am to 5.30pm Ph: 1300 038 500 transportnsw.info or call 131 500 (24 hours, 7 days a week) This annual report was produced wholly by NSW Trains. This annual report can be accessed on the Transport for NSW website transport.nsw.gov.au ISSN: 2204-101X © 2016 NSW Trains Unless otherwise stated, all images (including photography, background images, icons and illustrations) are the property of NSW Trains. Users are welcome to copy, reproduce and distribute the information contained in this report for non-commercial purposes only, provided NSW Trains NSW acknowledgement is given to NSW Trains as the source. Letter to Minister The Hon. Andrew Constance MP Minister for Transport and Infrastructure Parliament House Macquarie Street Sydney NSW 2000 Dear Minister I am pleased to submit for presentation to Parliament the Annual Report for NSW Trains for the financial year ended 30 June 2016. The Annual Report has been prepared in accordance with the Annual Reports (Statutory Bodies) Act 1984 and the Annual Reports (Statutory Bodies) Regulation 2015. Yours sincerely, Rob Mason Chief Executive NSW Trains 31 October 2016 Contents 1 1 Foreword 2 1.1 From the Chief Executive 3 2 Overview 4 2.1 About NSW Trains 5 3 Strategy and planning 10 3.1 Business Plan 11 3.2 Corporate Plan 13 3.3 Reviewing and managing performance 13 3.4 Key Performance Indicators 14 Annual Report 2015-16 Annual Report 4 Performance overview 16 4.1 Growth 17 4.2 Customer experience 19 4.3 Safety and security 24 4.4 Engaged workforce 28 4.5 Cost effective service delivery 30 4.6 Transport for NSW outcomes 31 5 Appendices 32 5.1 Financial and asset management 33 5.2 People 38 5.3 Government information and disclosures 41 6 Index 45 NSW Trains NSW 2 1 Foreword Annual Report 2015-16 Annual Report NSW Trains NSW 1.1 From the Chief Executive In the three years since beginning operations, NSW Trains has strived to uphold its commitment to delivering ‘a better way to go’ for Intercity and Regional customers. 3 NSW Trains works closely with its partners, NSW Trains, in partnership with Transport for particularly Sydney Trains and other agencies NSW, has established a Readiness Project for within Transport for NSW, to deliver an enhanced a new fleet of Intercity trains. We will not only customer experience and faster journey times. introduce a new train, but also new business Rolling stock, stations and infrastructure assets processes that leverage the technology are maintained by Sydney Trains through benefits the new rolling stock will bring. Five service contracts. hundred and twelve carriages are expected to be progressively delivered from 2019. The One year into delivering our Business Plan, we new trains will be accessible, and will provide continue to track our progress in delivering on an appealing environment, and improved the business objectives of growth, safety and comfort and reliability for customers travelling security, engaged workforce, cost effective longer distances. Foreword service delivery and Transport for NSW outcomes. These objectives help us identify and As we prepare for the introduction of the new prioritise our activity so we can deliver value intercity fleet and the challenges ahead, I would for money. like to thank my leadership team and all our staff for their continuing efforts to put the customer NSW Trains is working to make our trains and at the centre of everything we do. stations safer by tackling anti-social behaviour. We have introduced improved training for on- board staff with a priority on positive customer interactions. We have also trialled the use of personal safety cameras on our Regional trains – with positive results and intend to rollout the cameras to more of our on-board Regional Rob Mason train staff. Chief Executive NSW Trains 4 2 Overview Annual Report 2015-16 Annual Report NSW Trains NSW 2.1 About NSW Trains NSW Trains is a multi-modal regional transport delivery organisation, primarily dedicated to Intercity and Regional customers, which trades under the name NSW TrainLink. 5 NSW TrainLink provides intercity, regional Total journeys and interstate rail and coach services for customers travelling longer distances, who NSW TrainLink customers take over 36 million need comfortable and reliable services with journeys across the train and coach network on-board facilities. Our train and coach each year. network reaches as far as Broken Hill and Bourke in the West, Eden and Melbourne in the South, and Brisbane in the North. Intercity train services operate between Sydney and the Hunter, Central Coast, Blue Mountains, Southern Highlands, Illawarra and South Coast. 36 Overview The NSW Trains purpose provides direction MILLION and focus for the organisation: JOURNEYS To connect people and communities throughout NSW... People choose us because we are a better way to go. NSW Trains works closely with its partners within Transport for NSW and its agencies to deliver an enhanced customer experience and to improve the punctuality and reliability of services. Rolling stock, stations and infrastructure assets are maintained by Sydney Trains through service contracts. Key facts Reach NSW TrainLink train and coach services reach 479 destinations. 6 479 destinations Annual Report 2015-16 Annual Report Regional passenger 80% journeys leisure More than 80% of Regional passenger journeys are for leisure purposes. Distance The average distance 356 km travelled by Regional passengers is 356 kilometres per journey. NSW Trains NSW Customer First Principles Our Customer First Principles provide guidance to staff on how to work together to provide a better customer experience. We take actions so We listen and share everyone gets where our knowledge 7 they are going safely with customers e tea esenc he so n m Pr e t lut O n io w n O C h y I o et n w ose saf the kno Overview We value each We know ‘being there’ We find and deliver other and actively for our customers flexible solutions work together for our customers NSW Trains Executive Team EXECUTIVE DIRECTOR CUSTOMER SERVICE DELIVERY Pete Allaway 8 EXECUTIVE DIRECTOR ENGINEERING AND SAFETY, ENVIRONMENT, QUALITY AND RISK Brian Sharp CHIEF EXECUTIVE Rob Mason EXECUTIVE DIRECTOR PEOPLE AND TRANSFORMATION DELIVERY John Hussey EXECUTIVE DIRECTOR FINANCE AND CORPORATE SERVICES Annual Report 2015-16 Annual Report Ross Pedley NSW Trains NSW NSW Trains Leadership Team CHIEF EXECUTIVE Rob Mason 9 EXECUTIVE DIRECTOR EXECUTIVE DIRECTOR GENERAL MANAGER EXECUTIVE DIRECTOR EXECUTIVE DIRECTOR ENGINEERING & PEOPLE & CUSTOMER SERVICE BUSINESS STRATEGY FINANCE & SAFETY, ENVIRONMENT, TRANSFORMATION DELIVERY & PERFORMANCE CORPORATE SERVICES QUALITY & RISK DELIVERY Peter Allaway Penelope Morris Ross Pedley Brian Sharp John Hussey REGIONAL GENERAL HEAD OF SAFETY, MANAGER STRATEGY GENERAL MANAGER GENERAL MANAGER MANAGER CENTRAL ENVIRONMENT, & PLANNING PEOPLE FINANCE & WEST QUALITY & RISK Jessica Davis John Bund Alex Andreopoulos Samantha Hudson Martin Jones Overview WORKPLACE REGIONAL GENERAL ENGINEERING & A/MANAGER RELATIONS HEAD OF IT MANAGER SOUTH PROJECTS MANAGER PERFORMANCE CONSULTANT Grant Swinbourne Candice Heine Allan Cannell Andrew Bosley Robert Hutchinson PROJECT MANAGER HEAD OF REGIONAL GENERAL PROGRAM ASSET MANAGER PROCUREMENT MANAGER NORTH MANAGEMENT OFFICE Michael Killeen & CONTRACTS Brad Dixon (TEMPORARY) Siju Johny Billy Adzioski HEAD OF SALES TECHNICAL HEAD OF INTERNAL & MARKETING OPERATIONS MANAGER AUDIT Melanie Hodges Tony Martin Paul Smith GENERAL MANAGER HEAD OF INVESTMENT CUSTOMER PORTFOLIO EXPERIENCE Christine Hicks Karen Grassie HEAD OF COMPETENCE HEAD OF & ASSURANCE COMMUNICATIONS Phil Clancy Jenny Symes GENERAL MANAGER OPERATIONAL LEGAL COUNSEL EXCELLENCE Paul Thompson Jason Troia BUSINESS SUPPORT IMPROVEMENT MANAGER Ann-Marie Patton 10 3 Strategy and planning Annual Report 2015-16 Annual Report NSW Trains NSW 3.1 Business Plan Our Lift and Build Plan outlines the business objectives we are seeking to achieve, and helps prioritise our activities. This Annual Report is structured by achievement against NSW Trains helps to deliver integrated each of our business objectives including: transport solutions and improved transport outcomes for the community and economy of • Growth NSW. It takes guidance from the priorities of • Safety and security the NSW Government and Transport for NSW • Engaged workforce 11 – ensuring the customer is at the centre of • Cost effective service delivery decision making, working to improve customer • Transport cluster outcomes. experience and satisfaction, and the reliability of services. Weekly services Intercity services per week Strategy and planning Strategy 713 3050 Regional services per week Early morning Coffs Harbour. NSW TrainLink Lift and Build Plan Our purpose provides focus for the business and keeps us moving in WHAT IS OUR PURPOSE? the same direction 12 To connect people and communities throughout NSW... People choose us because we are a better way to go. 2 WHAT ARE WE STRIVING TO ACHIEVE? OUR BUSINESS OBJECTIVES Our objectives outline Transport the results we want to Safety and Engaged Cost effective Growth cluster achieve. They help us security workforce service delivery identity and prioritise the outcomes activities we carry out. The use of People will only Staff with the We need to We work with our services travel with us right skills and provide value for the cluster to demonstrates if they feel safe behaviours are money for our deliver improved Annual Report 2015-2016 Report Annual the value we and secure. able to deliver customers, the transport add to the better customer community and outcomes for community experiences. Government. the community and secures and economy our continued of NSW. operation. Annual Report 2015-16 Annual Report HOW WILL WE ACHIEVE OUR OBJECTIVES? We need to maintain our focus on getting the basics right while looking for DELIVERING OUR SERVICES ways to do things better.
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