State Transit Annual Report 2014-15 Volume 1
Total Page：16
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Letter to the Minister The Hon. Andrew Constance, MP Minister for Transport and Infrastructure 52 Martin Place Sydney NSW 2000 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 2015. 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 NSW Audit Office and the Auditor General’s report is included. We wish to thank you for your support and we look forward to continuing to grow the business and improve our services to offer an attractive and efficient public transport service for the people of New South Wales. Yours sincerely, Peter Rowley Chief Executive State Transit Authority of NSW Contents Chief Executive’s Foreword .......................................................................................... 5 About State Transit ....................................................................................................... 6 Network Maps ............................................................................................................... 8 Performance Highlights .............................................................................................. 10 Year in Review ........................................................................................................... 11 Customer Experience ........................................................................................ 11 Safety ................................................................................................................ 17 Competitive Business Performance ................................................................... 20 Growth .............................................................................................................. 24 People and Organisational Sustainability .......................................................... 26 Environment ...................................................................................................... 30 Appendices ................................................................................................................. 32 Appendix 1: Legislation ...................................................................................... 32 Appendix 2: Management and Structure (as at 30 June 2015) .......................... 33 Appendix 4: Human Resource Statistics ............................................................ 37 Appendix 5: Workforce Diversity ........................................................................ 38 Appendix 6: Multicultural Policies and Services Program ................................... 39 Appendix 7: Agreements with Multicultural NSW ............................................... 40 Appendix 8: Summary of Land ........................................................................... 41 Appendix 9: Disposal of property ....................................................................... 41 Appendix 10: Consolidated income and expenditure ......................................... 42 Appendix 11: Government and Social Program ................................................. 43 Appendix 12: Funds Granted to Non-Government Community Organisations ... 43 Appendix 13: Liability Performance Management .............................................. 43 Appendix 14: Investment Management Performance......................................... 43 Appendix 15: Performance in Paying Accounts ................................................. 44 Appendix 16: Consultancy Fees ........................................................................ 46 Appendix 17: Mobile Phones ............................................................................. 46 Appendix 18: Credit Card Certification ............................................................... 46 Appendix 19: Response to matters raised by the Auditor General ..................... 47 Appendix 20: Overseas travel ............................................................................ 47 Appendix 21: Annual Environment and WRAPP Report .................................... 47 Appendix 22: Digital Recordkeeping .................................................................. 51 Appendix 23: Digital Information Security Annual Attestation Statement ............ 51 Appendix 24: Government Information (Pubic Access) Applications .................. 52 Appendix 25: Corruption Prevention and Ethics ................................................. 57 Appendix 26: Privacy Management ................................................................... 58 Appendix 27: Internal Audit ................................................................................ 59 Appendix 28: Risk Management and Insurance Activities .................................. 59 Appendix 29: Internal Audit and Risk Management Attestation .......................... 61 Appendix 30: Customer Response .................................................................... 62 Appendix 31: Disability Inclusion Action Plan ..................................................... 62 Appendix 32: Service Changes .......................................................................... 63 Appendix 33: Annual Report Publication Details ................................................ 64 Index ......................................................................................................................... 65 Contact Details ........................................................................................................... 67 State Transit Annual Report – 2014-15 3 Author: Sarah Young – Principal Manager, Customer Team Date: October 2015 Version: 1 ISBN 978-0-646-94522-4 Division: Safety, Assurance and Communications State Transit Annual Report – 2014-15 4 Chief Executive’s Foreword At State Transit, our aim is to provide quality services for our customers. We achieve this by placing the highest priority on safety; constantly working on improving our service delivery; and harnessing the strengths of our people. We have a workforce of more than 4,700 staff who each plays an important role in helping to deliver the standard of service our customers expect from us. Whether it’s our bus operators who are the frontline of our business; our maintenance staff who keep our buses serviced to the highest standard; or our support staff working hard behind the scenes – everybody helps to keep our city moving. The last three years have been a challenging period of reform for State Transit, as we implemented changes to improve the efficiency of our operations while still maintaining our high level of customer service. This hard work secured our contracts in our Sydney and Newcastle operating regions for a further term, while at the same time realising a seven per cent increase in our customer satisfaction rating. In the 2014-15 financial year, State Transit’s priority was to build on this success by looking at ways we can improve our business so we stand out as a leader in the bus industry. We want to ensure we provide the best possible experience for our customers when they are using our services. Our Quality Customer Outcomes projects will help take us to that next level. These projects focus on all areas of the bus trip that impact our customer – our service delivery; the bus; the journey; our people; and communication – to identify areas for improvement. We are looking at ways we can better utilise technologies already in place, such as the Public Transport Information and Priority System (PTIPS), as well as what new technologies can be implemented to enhance the experience for our customers and improve the level of service information we can provide throughout the journey. Our aim is to build on the work already underway at State Transit such as the 4DX (Four Disciplines of Execution) program, which saw consistent improvements of around five per cent to the on-time departures of State Transit buses. Our next step is to embark on a joint initiative with Transport for NSW to explore key drivers that will assist State Transit improve its on-time running. This work will be particularly important over the next five years as we face the major challenge of adapting our business to the changing public transport network. With major changes to our operations as a result of the upcoming rollout of the new CBD bus plan, we need everyone focussed on ensuring we continue to deliver a high standard of service and that our communication with our customers is second to none. At State Transit we welcome this challenge and look forward to continuing to work closely with Transport for NSW, other operating agencies and our customers in 2015-16. Peter Rowley Chief Executive State Transit Annual Report – 2014-15 5 About State Transit State Transit operates as a service provider in the transport cluster managed by Transport for NSW. Boasting the biggest bus fleet in Australia and also one of the most modern, State Transit manages one of the largest bus networks in the world. Operating two businesses – Sydney Buses and Newcastle Buses and Ferries – State Transit carries more than 200 million passengers every year. Bus Fleet At 30 June 2015, State Transit’s bus fleet totalled 2,162 buses: • 2,104 buses are air-conditioned (97% of the fleet) • 1,851 buses are wheelchair-accessible (86% of the fleet) • 577 buses are Euro 3 compliant (CNG or Euro 3 diesel) (27% of the fleet) • 656 buses are