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State Transit Authority Annual Report 2018-19

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State Transit Authority Annual Report 2018-19 State Transit Authority Annual Report 18 19 Volume 1 State Transit Authority 27 Derbyshire Road Leichhardt NSW 2040 PO Box 2557 Strawberry Hills NSW 2012 Annual Report 2018–19 Annual Report transport.nsw.gov.au/state-transit Ph: (02) 8202 2200 © 2019 State Transit. This report was first published in October 2019. View or download this report from the State Transit website: transport.nsw.gov.au/state-transit ii State Transit Authority Transit State Letter to Minister The Hon. Andrew Constance, MP Minister for Transport and Roads Parliament House Macquarie Street, Sydney NSW 2000 31 October 2019 Dear Minister, I am pleased to submit for presentation to Parliament the Annual Report for the State Transit Authority of NSW for the financial year ended 30 June 2019. 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 seek to continually improve our services to offer an attractive, efficient public transport service for the people of NSW. Yours sincerely, Steffen Faurby Chief Executive Officer State Transit Letter to Minister • iii Chief Executive’s foreword 2 Overview 6 About State Transit 8 Network map 11 Year in review 12 Annual Report 2018–19 Annual Report Performance highlights 14 Customer experience 15 Customer operations 17 Contents Safety 22 Environment 24 Assets 27 People and culture 30 Appendices 34 Appendix 1: Management and structure (as at 30 June 2019) 36 Appendix 2: Human resource statistics 37 Appendix 3: Senior Service contracts and remuneration 38 Appendix 4: Workforce diversity 38 Appendix 5: Multicultural Policies and Services Plan 39 Appendix 6: Agreements with Multicultural NSW 40 iv Appendix 7: Disability Inclusion Action Plan 40 Appendix 8: Risk management 40 Appendix 9: Ethics and corruption prevention 41 Appendix 10: Internal audit 42 Appendix 11: Internal Audit and Risk Management Attestation 43 Appendix 12: Cyber Security Annual Attestation 44 Appendix 13: Annual environment report 44 Appendix 14: Summary of land 45 Appendix 15: Disposal of property 45 Appendix 16: Income and expenditure 45 Appendix 17: Funds granted to non-government community organisations 45 Appendix 18: Performance in paying accounts for all suppliers 46 Appendix 19: Response to matters raised by the NSW Auditor-General 47 Appendix 20: Legislation 48 Appendix 21: Privacy management 48 Appendix 22: Government Information (Public Access) (GIPA) Act 48 Appendix 23: Consultancy fees 53 Appendix 24: Overseas travel 53 Appendix 25: Digital recordkeeping 53 Appendix 26: Customer response 53 Appendix 27: Service changes 54 Appendix 28: Annual Report accessibility requirements 55 State Transit Authority Transit State Contents • 1 2 State Transit Authority Annual Report 2018–19 Chief Executive’s foreword Chief Executive’s foreword • 3 Annual Report 2018–19 Annual Report State Transit has a proud 86-year history as one of the largest and most modern bus transport providers in the country. As the only government bus operator in NSW, we high-frequency turn-up-and-go service between moved more than 130 million customers around North Bondi and Circular Quay, has been a huge Sydney in the 2018–19 financial year, getting success for customers and our organisation. them to their destination as quickly and safely as About 6.8 million people tapped on between the possible in a challenging operational environment. timetable-less service’s launch on 23 September 2018 through to the end of the financial year. This financial year saw State Transit achieve many great results for our customers, our The past 12 months has also seen a significant communities and our organisation. We set a increase in State Transit’s on-time running clear focus on three key business priorities performance to 95.02 per cent across our three to deliver the best service we can with regions; an improvement of 2.6 percentage customer satisfaction, safety and reducing points compared to the year before. Through costs front of mind. We achieved significant scheduling efficiencies and depot initiatives we improvements in each of these areas while have continued to improve results during a period seeing a strong increase in customer journeys. of strong patronage growth. Our results in the 4 People Matter Employee Survey were positive To ensure we are competitive with other bus with improvements in all areas of the survey. operators we continually strive to enhance The participation rate almost doubled and our our customer experience. We have been very engagement score increased to 67 per cent. focused on providing our customers with what they expect; namely a clean, safe and reliable A key priority for State Transit is to improve service with timely information related to diversity in our organisation. We embarked service changes and disruptions. To this end, on a recruitment drive to attract Indigenous in 2018–19 we launched a centralised customer bus operators with our first Aboriginal Open service model with a newly-formed centralised Day to increase the number of Indigenous feedback team embedded in State Transit. We Australians in our workforce from 0.76 per cent also launched a new induction program that to three per cent. We remain committed to has a strong focus on customer service and an increasing the number of women in leadership internal communications campaign to encourage roles and employees with a disability. our people to ‘Be the Best They Can Be’. I believe much of this is responsible for a 28 per cent drop Work started on some significant changes in customer complaints for the financial year. to the Transport cluster as part of Evolving Transport from July 1, and as a result State What is more pleasing is that customers have Transit now sits within the Greater Sydney acknowledged our hard work and told us Division. Our focus in the coming year will be we are doing better. State Transit received looking for opportunities this new model will an overall customer satisfaction score of 92 provide as well as ensuring customer satisfaction per cent in Transport for NSW’s May 2019 and safety are at the centre of all we do. customer satisfaction survey – up three per cent in the financial year forour highest ever result. We will continue to put customers and safety at the centre of everything we do to ensure a high standard is delivered on every service we operate across Sydney. There have been several great achievements at State Transit in the last 12 months, notably Steffen Faurby the addition of new and improved services. The State Transit State Transit Authority Transit State rebranding of our route 333 as Bondi Link, a Chief Executive Officer Chief Executive’s foreword • 5 6 State Transit Authority Annual Report 2018–19 Overview Overview • 7 State Transit operates as a public transport provider in a cluster managed by Transport for NSW (TfNSW). Annual Report 2018–19 Annual Report Deploying one of the biggest bus fleets in Australia, State Transit manages one of the largest bus networks in the world and carries more than 130 million customers each year. Patronage • State Transit carried more than 130 million customers in 2018–19 8 Transit About State • There are more than 73,500 timetabled services every week and nearly 3000 school trips per week during school terms. Employees • More than 3400 employees. State Transit Authority Transit State Bus fleet At 30 June 2019, State Transit’s bus fleet totalled 1449 and travelled 70.14 million kilometres. 165 buses are high-capacity articulated buses (11.4 per cent of the fleet) 275 buses are enhanced environmentally friendly vehicles (EEV) (18.9 per cent of the fleet) 612 buses are Euro 4 CNG or Euro 5 diesel (42.2 per cent of the fleet) 371 buses are Euro 3 compliant (CNG or Euro 3 diesel) (25.6 per cent of the fleet) 1333 buses are wheelchair- accessible (91.9 per cent of the fleet) 1449 buses feature Closed Circuit Television (CCTV) (100 per cent of the fleet) 1449 buses are air- conditioned (100 per cent of the fleet) Overview • 9 Routes Legislation In 2018–19: The State Transit Authority of NSW is established under the Transport Administration • State Transit operated 217 routes in Act 1988 (NSW) and operates, as do all NSW the Sydney metropolitan area out of bus operators, within the regulatory framework eight depots of the Passenger Transport Act 1990 (NSW) • Our fleet travelled around and the Passenger Transport Act 2014. Annual Report 2018–19 Annual Report 70 million kilometres • More than 3.8 million scheduled services were timetabled to operate • We operated 574 dedicated school routes every school day. 10 State Transit Authority Transit State Network map Sydney service area NETWORK MAP Sydney Service Area Palm Beach Mona Vale Narrabeen Frenchs Forest Brookvale Epping Macquarie NORTHERN Carlingford Park WESTERN REGION Manly REGION Chatswood Willoughby Parramatta Ryde North Auburn Sydney Watsons Bay Sydney Waverley Bondi Randwick Coogee EASTERN REGION Maroubra Port Hurstville Botany La Perouse Overview • 11 12 State Transit Authority Annual Report 2018–19 Year in review Year in review • 13 Performance highlights Community partnerships This financial year State Transit has made a Bondi Link launched strong commitment to lifting its profile in the community with a number of campaigns that The Bondi Link, a ‘turn-up-an-go’ bus service reflect our values and what’s important to us. operating between the City and iconic Bondi Beach, launched in late September 2018 and In July 2018, we created our first-ever NAIDOC has proven to be our most popular route with bus to celebrate our Indigenous people and Annual Report 2018–19 Annual Report 6,803,818 customers until 30 June 2019.
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