Achieving Together 2013 Delivering Our Commitments

Contents About this Report

Message from the CEO Global 2 This is Australasia’s Message from the CEO Australasia 3 third publicly released report and International Company Overview 4 Australasia Overview 6 corporate profile that addresses Meet Our Teams 8 our achievements, our people, The Big Picture Change, Productivity & Transformation 12 our performance for 2013, and how Our Strategic Framework Piecing it Together 14 we are performing against our Our Story 16 Executive Leadership Team 18 Corporate Responsibility strategy. Our Performance 2013 20 The structure of the report reflects Our Promise and draws Safety – Our Number One Priority 22 on key case studies and results collected throughout the year. Best in Class Operational Performance 26 The report covers the period January 2013 to December 2013, unless otherwise specified. Superior Experience 30 High Performance Culture 37 Produced by the Transdev Australasia, Corporate Affairs Department.* Quality Asset Management 42 Value for Money 46 Our Innovation 50 Our Corporate Responsibility Strategy 53 * Transdev statistics are not included in this report Our Corporate Responsibility in Action 56 as the business only commenced in August 2013.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 1 Message from the CEO Global

As global Chairman and The Australasian arm of Transdev is thriving because of its Jean-Marc strong safety, customer service and operational record, and Janaillac CEO of the Transdev group, because the local teams always find innovative ways to improve the experience for customers, clients and the communities Transdev it gives me great pleasure to they serve. The ultimate tribute to the group is the fact that introduce this informative and customers and clients have shown confidence in Transdev, group with patronage up, new contracts won, and many contracts comprehensive new report from retained across multiple modes and in different locations. Australia and New Zealand. I am honoured to stand with my Australasian colleagues; proud of their achievements, excited by their ambition and trusting in their ability. Transdev’s ambition is to be the partner of choice of our clients and customers by pioneering in mobility. This ambition I commend this report to you. is being realised around the world including in Australia and Jean-Marc Janaillac New Zealand. They are located in the fastest growing and most Chairman and Chief Executive Officer vibrant region in the world, a region blessed with a prosperous Transdev group outlook, stable political environment and a commitment to growth. For these reasons, Australia and New Zealand remain fundamental to the group’s growth strategy.

2 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Message from the CEO Australasia

As the title of this report states, I am pleased to report that over the past year, Transdev has Jonathan grown and prospered, with many tenders won, contracts Metcalfe Transdev Australasia is dedicated retained and extended, and new business opportunities taken. Governments and private clients in , Melbourne, Transdev to delivering on our commitments , , , Darwin and Central – to our staff, our clients, our have placed their trust in us, our people, our systems, our Australasia experience and our multimodal expertise. customers and the communities It is a pleasure to lead an organisation comprised of dedicated where we serve. With a heritage and hard-working staff who strive every day to make the journeys of our customers safe, reliable, clean, informative stretching back two centuries and and responsive. a 15-year presence in Australasia, It is also an honour to work as a partner with our clients to tackle congestion in our cities and provide a means of transport we are happy to share our story for commuters, tourists, resource workers and those seeking with you. to connect with others in their community. The role of public transport is becoming more vital to the lifeblood of our cities and regions and Transdev is proud to play its part in making these connections possible. I hope that you find this report both informative and thought-provoking. Jonathan Metcalfe Chief Executive Officer Transdev Australasia

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 3 International 48,000+ Company vehicles & vessels Overview worldwide

Operating in 21 countries

Transdev is one of the world’s The world’s most multimodal company, Transdev connects people and communities through train, tram, metro, light leading public transport rail, coach, bus, BusWay®, paratransit, , taxi, car-sharing, companies. Transdev advises and shared-ride airport shuttle, and bicycle. Transdev is an incorporated company with its own Board of assists local authorities, from Directors and is supported by its two major shareholders, pre-project and daily operations Caisse des Depôts and Environnement. More recently, Transdev was known as Veolia Transdev. of public to As a result of a planned divestment of holdings, Veolia was project management. With 95,000 removed from the company name in March 2013. Despite the change in name, the ultimate goal of moving people remains employees, the company operates the same and our slogan, Mobility inspired by you, is still very much evident in all we do. contracts across 21 countries, 13 modes and generated revenues of of transport 7.9 billion in 2012.

4 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS An international network in 21 countries across 5 continents

Asia

India Americas China Canada South Korea United States Colombia Australasia Chile Australia New Zealand

Europe, Africa and Middle East

Ireland Spain United Kingdom Finland Netherlands Belgium Portugal France Morocco Germany Australasia Overview

Transdev has been operating Our operations include bus, rail, light rail and ferry for public Transdev Australasia transport, and coaches for resource sector employees. passenger transport services in We have 5,000 staff and more than 1,870 vehicles and vessels Consolidated Revenue that deliver 120 million customer journeys each year. Australasia since 1998. We operate $600m In 2013, Australasia achieved growth with a significant new $511m contract and three defensive tender wins: five modes of transport in eight $500m distinct locations. • bus (new contract) $388m $400m $352m • Transdev Sydney light rail (renewal) $267m • Transdev NSW bus (renewals) $300m We operate • Transdev SW (orange bus school passenger feeder service) across $200m 2012 was the biggest year of growth in bus and ferry modes 8 locations in Transdev Australasia’s history and 2013 consolidated that $100m growth with the commencement in August of our single biggest company, the 500+ bus business, Transdev Melbourne. $0 2010 2011 2012 2013 The future outlook for company growth is positive as governments shift their contracts to private operators, Opposite Page: These figures are as at December 2013. 5 modes of as new contracts come to tender, and as current contracts transport come up for renewal. For more information about contract wins, please refer to ‘Our Story’ on page 16.

6 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Eight locations, five modes, VIVO Darwin (JV with Buslink) Journeys – 2.8 million Weekly Services – 4,319 11 operations Staff – 125 Staff – 207 Vehicles – 67 Vehicles – 146

VIVO Connect Central QLD Transdev Brisbane Staff – 46 Vehicles – 22 Journeys – 6 million Weekly Services – 4,244 Staff – 193 Vessels – 28 Transdev WA Journeys – 32.8 million Weekly Services – 35,165 Staff – 1,029 Vehicles – 491 Transdev NSW Journeys – 19.5 million Weekly Services – 21,000 Transdev Sydney Journeys – 10.4 million Weekly Services – 3,222 Staff – 928 Journeys – 3.7 million Staff – 474 Vehicles – 430 Weekly Services – 600 Vehicles – 39 Staff – 120 Vehicles – 6

Transdev SW Journeys – 1.2 million Transdev Australasia Head Office Weekly Services – 1,950 Harbour City Ferries Staff – 155 Melbourne (JV with Transfield Services) Transdev Melbourne Vehicles – 115 Journeys – 15.3 million Journeys – 32 million Weekly Services – 3,400 Weekly Services – 22,000 Staff – 643 Staff – 1,096 Vessels – 32 Vehicles – 504 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 7 Meet Our Teams Transdev Queensland What I like about working for Transdev I love the culture; I’m happy to come to Transdev Queensland connects local communities in work every day! I believe that Transdev the Brisbane, Redlands and Yatala regions, and also has has established a culture like no other the challenge of managing a remote contract in central workplace I have experienced. The Queensland, via our VIVO Connect brand. management team should be highly We help move more than three million people annually, and commended for how they have inspired having a safety record that’s second to none is critical. In and built a network of such wonderful 2013, our Safety Manager, Mick Fyfe was nominated in the support and resources that have Queensland Safe Work Awards for his personal contribution to enabled us to better work together in achieving our common creating a safe working environment and, in 2012, our business objectives. The culture at Transdev drives me to dedicate and Each of our 10 operations has received the award for Employer of the Year in our region at apply myself to my role every day and to further develop my the Queensland Training Awards. This recognition reflects our knowledge and skills to assist me in reaching my full potential. commitment to the development of our people and ultimately, their own dedicated on-site Bianca Wheat, Administration Support to delivering a safe service, as safety is at the very heart of our (and Highly Commended, Passion, Golden Star Awards 2013), team who ensure the effective training programs. Transdev Queensland day-to-day runnings of our Our investment in safety has spurred a fantastic team of people who tackle every challenge head-on, as well as a safety record Transdev Melbourne operations across Australia and that’s improving all the time. In November 2013, workplace New Zealand. They are experts in incidents were down by 79% year-to-date, and at-fault bus Our vision for Melbourne is to build a world-class bus network accidents had almost halved compared with the previous that puts the customer at the centre. transport maintenance, contract year. This is how I see us “walking the talk” of our international The Melbourne bus contract, however, presents a unique set management, customer service accreditations for Safety AS 4801, Quality ISO 9001 and of challenges. It has brought together 1,100 employees from Environment ISO 14001. five different businesses, employed under 14 different EBAs. and communications. They Colin Jennings, Managing Director (and QBIC Achiever Everyone has their own way of doing things and differing of the Year 2013), Transdev Queensland expectations. To guarantee the franchise has long-term comprise dedicated and talented viability, we must ensure that we are all on the same page, people who have our customers working towards the same goals. and clients front-of-mind as their Our Orbital and Transit buses provide a vital service across Melbourne; a city that continues to grow exponentially. priority, each and every day. We have many exciting plans for improving these services, which we are working on with Public Transport and other stakeholders. Edward Thomas, CEO, Transdev Melbourne

8 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS We have a dedicated team servicing commuters and tourists Transdev NSW alike. We have survived two extreme flood events in two years, which shut down our operations, but also strengthened our Being a newly merged business, which has entered into new crisis management and recovery skills. performance-based contracts, has presented a unique and challenging environment in which we are now working. James Hall, General Manager, Brisbane Ferries Transdev NSW operates across a geographical spread, with six depots spread between the Upper and the South of Sydney, and provides a wide range of transport offerings – route and school services, NightRide, rail replacement, and charters. The combination of these factors presents our business with some distinct challenges, however, we pride What I like about working for Transdev ourselves on finding and implementing successful solutions to overcoming those challenges. I like that it’s different every day I come to work, from our particular job to the In 2013, we aligned our business with Transport for NSW customers we meet. We’re empowered by placing superior customer experience at the centre of to make the quick decisions for the new everything we do. NSW was proud to be the first Transdev challenges we face each day. Australasian business to begin the organisation’s customer What I like about working for Transdev service training program – Going for Care, and we are now Tom Lynch, Driver, looking forward to rolling out the program to every staff I really enjoy the company of my workmates and I love being on Transdev Melbourne member in our business. the water in the fresh air because every day feels like a holiday! As a result of our hard work, we celebrated two contract Transdev Brisbane Ferries Eileen Ryan, Ticket Seller, Brisbane Ferries renewals in 2013 as well as the opening of a new Brisbane Ferries manages the iconic CityCat, CityFerry and environmentally friendly depot in South Granville. We also CityHopper services on the . It is a high-profile began the process of reinvigorating our business with a operation, attracting an average of 19,500 customers every transformation strategy that will better position us to meet day. We make more than one million landings per year, which the challenges of our industry and further deliver on our we believe is the highest in the world, even putting New commitments to our clients, our customers, and our staff. Ferries in second place. Shane Ellison, Managing Director, Transdev NSW At Brisbane Ferries, safety is paramount; we have an excellent safety record and are ISO certified for Quality, Safety and Environment. We also pride ourselves on high levels of customer satisfaction and service reliability, consistently borne out in independent research.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 9 Meet Our Teams

Our operations were compounded in October with derailment Harbour City Ferries challenges. The professionalism and extra commitment shown by the Transdev Sydney team during this difficult period was Harbour City Ferries is a Transdev and Transfield Services exceptional. While we may be perceived as a small network, joint venture which aims to revitalise Sydney’s iconic the significant challenges we overcome in delivering daily ferry services in a unique public-private partnership light rail services are a source of pride and demonstrate the with Transport for NSW. considerable passion and dedication of our team. Our challenges are to maintain customer satisfaction – Matt Baynie, Deputy Managing Director, Transdev Sydney currently at 95% – while keeping employees engaged with our vision of improving the customer experience and What I like about working for Transdev journey amidst a challenging operational and industrial I like working at Transdev Sydney because it has a family feel relations environment. to it. Every day is rewarding and different with new challenges What I like about working for Transdev The increased focus on customer service and the cultural to deal with. My reason for working here for 11 years is that I have had and behavioural changes we are implementing are integral Brendan Hyland, Light Rail Operations Controller, the opportunity to progress in my chosen field. Work hours to our overall transformation in becoming a world-class Transdev Sydney are reasonable and all Transdev employees who I’ve had the ferry operator. pleasure of meeting have been friendly and helpful. In 2013, Harbour City Ferries celebrated its first anniversary, Ryan Parera, Mechanic, Transdev NSW achieving impressive customer satisfaction results, record patronage, and much positive external praise for our first Transdev Sydney year as private operator. The past year has also seen our team successfully handle a number of challenging issues as well as It is an exciting and dynamic time for our light rail operations major events such as the International Fleet Review in October. in Sydney. Over the past 12 months, we have had our contract We are well underway in transforming our operations into a renewed, transitioned from our previous client to our world-class ferry service and are proud of our achievements new client – Transport for NSW, farewelled the iconic since we began operations in July 2012. Sydney , and we also continue to play an integral role in delivering and operating Sydney’s Inner West Michelle Handforth, General Manager Light Rail extension. Customer & Stakeholders, Harbour City Ferries Opening a new network is a significant milestone and What I like about working for Transdev the planning logistics, a major undertaking. Engineering, I like working as part of a team – with my crew as well as technical and regulatory approvals, and operational planning management. We’re all in it together to achieve the same requirements are in progress, while the team simultaneously things – working together to make the company better and manages the day-to-day existing service delivery. keep our customers happy. Ron Zacher, Master (and Winner, Customer Service, Golden Star Awards 2013), Harbour City Ferries

10 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Managing services on behalf of a PTA requires intelligent stakeholder relations at all levels of the business. We are proud that our WA businesses continue to be held in high regard by our PTA, which is testament to our passionate and dedicated workforce. Morris Caputi, Managing Director, Transdev WA and Transdev SW What I like about working for Transdev I like to work for Transdev because it has given me a feeling of self-worth. My colleagues, supervisors, and managers all look after each other. The past year has also seen Transdev Auckland experience a Transdev WA and Transdev SW Rajeshwer Singh Chhaba, Bus Operator, transformation, with a refreshed executive team and significant Transdev WA improvements achieved in network performance, coupled with Transdev WA and Transdev SW are unique businesses given big steps forward in safety with the train protection project, the area that they cover and the variances in contracts across preparation for a KiwiRail driver transfer, and the achievement those areas. Combined, the WA bus businesses are Transdev of 12 months without a Lost Time Injury. Australasia’s largest operations, servicing central Perth and its suburbs, as well as providing urban, school and coach services Our challenges in the coming year, as we move into in the South West of WA. refranchising in 2015/16, will be to further improve our performance record and effectively manage a smooth In 2013, we introduced a new CAT service and have worked with transition to operating the electric network, all while our client on a trial of hybrid buses. In addition, the WA teams maintaining our vigilant safety standards. We look forward collaborated with Transdev’s Business Development team to to delivering a world-class rail system and a matching win a new contract to provide Passenger Feeder services in customer experience. regional South West WA. Terry Scott, Managing Director, Transdev Auckland After receiving the WA Work Safety Award for Best Safety and Health Management System in 2012, Transdev WA was highly What I like about working for Transdev commended at the National Safe Work Australia Awards in 2013. Transdev Auckland This is the type of job I have looked for all my life. It gives me an The business continues to be assessed by WorkSafe on our Our Auckland business has had an exciting year with the opportunity to work with the public and interact with people safety management system and we have achieved the platinum electrification of the urban rail network and the arrival of its from many different backgrounds. I get a lot of satisfaction award for the last three years. first new electric trains, with testing of these units underway from the work I do helping customers. and early results reported as excellent. We are committed to retaining our accreditations through Sylvan Pinto, Station Assistant, Transdev Auckland Bureau Veritas for Safety, Quality and Environmental standards, The first electric train revenue service is expected to take place AS 4801, ISO 9001, ISO 14001 and OSHAS 18001. on the Onehunga line in April 2014.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 11 The Big Picture Change, Productivity & Transformation

‘The benefits of investment in transportation infrastructure Change is a constant Transdev predicts that the public transport market operated are well known...Among the more obvious benefits is a by the private sector in Australia will grow by 6.6% (CAGR) over reduction in travel times and costs for both people and goods… Not since the 1940s have we seen three prime ministers in the next five years. This predicted percentage growth is higher favourable social impacts through reducing travel stress and one calendar year, and public transport has been caught up than any other major Transdev market and is in stark contrast increasing the connectedness of communities. And there are in the national conversation with the incoming Coalition to Europe where many state and municipal authorities have environmental benefits as well…Poor transportation makes this Government adhering to its pre-election commitment to not been forced to cut services and several have taken services contact difficult and hurts our national productivity…’1 fund urban public transport, a shift away from the previous back in-house. administration’s approach. But what does this mean for Transdev? We agree with the It remains to be seen what impact this policy change will have RBA Deputy Governor Lowe and will continue to lobby for in the longer term, but at least in the short term it will put more greater investment in public transport, on both the capital pressure on state governments and will likely see more need and recurrent side. We will also argue that the private sector for private sector finance to fund vital public transport projects. should play a greater role in providing these vital services. Some state governments have taken a pragmatic view and said We know that the private sector delivers a better service in a they will focus on public transport and let the Commonwealth more efficient way than the public sector and when resources fund road projects. are constrained, this is a compelling argument. While the investment in public transport is at historic levels in some jurisdictions, in others, the pressure on state government Customers want more balance sheets has seen some key public transport projects Turning from the macro-level, this year saw a continuation shelved and others delayed. Despite some difficulties on the of the themes of the previous few years in public transport, capital side, all state governments are continuing to provide i.e. the increasing demands of customers for better services recurrent funding in response to almost unprecedented reflected in greater demands made by clients on operators demand from customers and the general community. such as Transdev. This is the case in Australia and New Zealand 1 Philip Lowe, Deputy Governor, Reserve Bank of Australia, 26 November 2013, Speech to the IARIW-UNSW Conference and indeed throughout the world. on Productivity Measurement, Drivers and Trends

12 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Customers who catch ferries, bus, trains, trams and coaches A company being transformed Delivering on our commitments are also consumers of other products. They are, quite rightly, demanding the same high standards of service from us as Transdev is a business that has been renovated. We have There is of course much still to do – we remain committed they receive from other service providers. In particular, they turned away from the past that was characterised by to delivering on our six-point Promise (see page 20): expect better and quicker information about the service, adherence to engineering and operational needs without uncompromising safety; best in class operational performance; particularly when there is a problem or a delay. They want regard to the human side and the customer impact. In superior experience for customers, clients and community; to know immediately via their smart phone and they expect most of our businesses now and at head office, there is a high performance culture; quality asset management; and refunds via smartcards where available. They use these devices senior executive acting as an advocate for the customer at value for money. In 2014, we are conscious of the need to tell their friends about their experiences, good and bad, in the decision-making table alongside colleagues from other to deliver on our commitments to customers, clients and real time, with images to match. Public transport operators disciplines. This change is also occurring at the highest levels our broader stakeholders. In doing so, in addition to our and authorities are adapting to this changed environment and, with our clients and is a very welcome development. unfaltering focus on safety, we shall focus on three critical although it is a challenge to produce timely data, great strides areas: customer experience and the implementation of our The other big change that occurred in 2013 was the finalisation have been made in recent years in this regard. Going for Care program; a new direction under Corporate of our new brand. Following the merger of Responsibility; and we will actively pursue the numerous The desire for better and more responsive services is welcomed and Transdev in March 2011, the group was known as Veolia business development opportunities that exist. We know this by Transdev as striving for excellence is what drives our Transdev. This name did not properly explain who we were and year will be challenging, as expectations of our services have company and what distinguishes us from our competitors. our stakeholders told us that caused some confusion. In March never been higher. But this is as it should be! 2013, the group was formally relaunched as Transdev and this Our response to these demands is to draw upon our global new brand has united the global business and truly represents experience and understanding. One example of this is our new the heart of what we are as a company – passionate, innovative proprietary customer service training program, Going for Care. and committed to excellence in service. Changing a brand The program provides all of our staff with the skills to better takes time, but you should start to see the Transdev brand on serve our customers. It focuses on the customer pathway to staff uniforms, vehicles and vessels and at depots, wharves and highlight customer touch points and provide our teams with stations. You will also hear our story, understand more about practical insights. The Going for Care program commenced our personality, and learn our aspirations as a business. in our bus businesses in Sydney and Melbourne in late 2013 and will touch all of our 5,000 staff, from the CEO down over The change in identity coincided with the announcement the next three years. This innovation is an example of where of the group’s strategy to consolidate and focus on key Transdev taps into its global resources to produce a tailor-made countries, including Australia and New Zealand. As noted program that is making a real difference to the travel needs earlier, this region is blessed with strong growth prospects of our customers. and a commitment to future investment in public transport, despite the difficulties in funding described above. The fact It is pleasing to note that our businesses are well regarded by that Australasia is in the top four regions of the Transdev group our customers as evidenced by various customer satisfaction ensures that we will receive the group’s support and resources surveys. In NSW for example, our three bus companies rank commensurate with the opportunities in this region. in the top five and our ferry and light rail businesses achieved 95% and 94% customer satisfaction respectively.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 13 Our Strategic Framework Piecing it Together

Our Strategic Framework is the Pictured left: The Strategic Framework foundation of our business and is about clearly setting a strong footing for the company and each individual business to achieve greatness. The elements stem from our Vision, Mission, our Values and, of course, our brand.

14 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Our Vision Our Mission Our Values Our Vision is to Our Mission is to deliver Our Values guide how be Australasia’s high quality passenger we behave with each acknowledged transport services other, our customers, passenger in partnership with our clients and in our transport leader. stakeholders. communities.

Safety Passion

Safety is our number one priority and our credo – it underlines Around Australasia, it is passion that fuels the daily commitment of our every activity we undertake whether on the front line or in our teams. Supported by a company that encourages diversity and dialogue, offices. Our safety and that of our teams, our customers and each employee performs their professional responsibilities with the same our communities is paramount. entrepreneurial spirit and the same drive to be a trusted partner.

Commitment Performance

Faced with the local and global challenges of mobility, we are In committing ourselves individually and collectively, our focus committed to ongoing innovation as we deliver on our daily is on performance. Constant quality improvement of operations and mission through inventiveness, creativity and sharing best practice. service, risk management and high results-based standards at all levels. Our commitment underlies our client and customer focus and These are the strengths that enable us to create value, with real and our results-based orientation. enduring benefits.

Partnership

Partnership with our stakeholders, including government, internal and external customers, community and contractors, means remaining close-at-hand, understanding, sharing, listening and exchanging. This proximity allows us to form meaningful and effective relationships and deliver above and beyond expectations.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 15 Our Story

Modest beginnings

Although we can trace our roots back to the early 19th century Buses are the biggest part of our business and since 1998, Transdev operated the Melbourne train and tram networks for a via our key shareholder, our Australasian past starts about via a combination of acquisition and tender, we now have decade until November 2009 (albeit under separate identities). 15 years ago. sizeable commuter bus operations in most key regions in These were very large and complex businesses and overall very Australia, including in Melbourne. We have proven ourselves successful. However, due to a combination of external factors We began operations in 1998 as part-owner of the Sydney adept at transitioning businesses from family-owned outside of our control and some deficiencies which were within Monorail and operator of the Sydney light rail network. companies, former public operations and from other our control, we did not have these contracts renewed. We have Although we sold our financial stake in the monorail business private operators, as a result of successful tenders. learnt important lessons through that difficult process. in 2001, we remain the proud operator of the light rail network with the 2013 renewal of our contract until June 2015. The public transport industry is going through a phase of consolidation due to a combination of changes in government In 2004, we crossed the Tasman and, since then, have operated policy and expectations, and also because the previously the Auckland franchise which was recently dominant ‘family-owned-and-run’ business model in some ‘We now have sizeable extended to 2016. places is being challenged. Transdev has adapted well commuter bus operations in to this new paradigm and played a key role in this change most key regions in Australia.’ alongside other international firms and several large-scale Australian businesses. Transdev history in Australasia

1998 1999 2001 2002 2003 2004 2005

NSW NSW VIC NSW NSW NZ NSW Sydney Light Rail Southtrans and Deanes Coaches West Coast Railway Pioneer Coaches Shorelink Bus operation Auckland rail (tender) Baxters Bus Lines and Monorail (acquired) (start of TDNSW) (acquired 50%). (acquisition). (acquired) (negotiated (extended in 2012 to 2016). (acquisition). (50% acquired from TNT (new contracts in 2004 and 2012). Status: Sold in 2003 Status: Part of TDNSW contract in 2005, Status: Ongoing Status: Part of TDNSW in 1998 and sold to MTS Status: Ongoing NSW won re-tender in 2012). QLD in 2001). Operator since VIC Crossley Bus Lines Status: Part of TDNSW National Bus Company 1998. Status: Ongoing Hillside Trains/Connex (acquisition). QLD (Queensland) (TDQ) WA franchise in Melbourne Status: Part of TDNSW Brisbane Ferries (tender) (acquisition). Connex Perth Bus (expanded to whole train network (won re-tender in 2010). Status: Ongoing business (tender) from 2004–2009) (tender). Status: Ongoing WA Status: Sold in 2001 Status: 1999–2009 Southern Coast Transit VIC (TDWA) (acquisition) franchise in Melbourne (includes Perth CAT retained (expanded to whole tram network in 2008, Rockingham from 2004–2009) (tender). (retained in 2010), and Status: 1999–2009 (retained in 2012). Status: Ongoing

16 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS A turning point

The loss of the Melbourne contracts forced us to review our Even more recently, we have branched out into the employee But, as in the case of Melbourne rail (2009), every approach. As a result, we began to apply much more rigour transport market where we provide a valuable service to disappointment is a learning opportunity and our string of to bidding, with an emphasis on planning, systems, quality the resources and construction sector in central Queensland successes in the past four years is testament to our ability and better processes. We also set about defining our vision, and Darwin. to adapt, evolve and improve. We are now the region’s most mission and Values and, for the first time, clearly outlined what dispersed and most multimodal passenger transport operator Generally, we undertake bids and acquisitions ourselves, we stood for – what we now call Our Promise (see Strategic and lay claim to the title as Australasia’s acknowledged but when it makes sense to supplement our expertise and Framework on page 14). This became the heart of our business passenger transport leader. experience with that of other like-minded companies, we are planning process and helps to align our bids with our strategy. happy to partner. We currently operate Harbour City Ferries We also invested in a stronger and even more qualified Where to next? in partnership with Transfield Services, and the Ichthys contract business development team. Overall, we became a much more in Darwin in partnership with Buslink. We will continue to defend our current contracts and pursue professional organisation. Of course, while we naturally highlight our successes we have growth opportunities. But just as important is our commitment This new approach is bearing fruit with tender wins and had some tough times along the way. Aside from the trams and to deliver on the promises we have made to our clients and contract renewals around the country. We also expanded into trains in Melbourne, we were not successful in the Gold Coast customers in the various bids we have won. If we keep this the ferry business, first in Brisbane and, more recently, Sydney. Light Rail PPP in 2010 nor in the Adelaide bus tenders in 2011. focus, we are confident we will add positive new chapters to our story.

2006 2008 2009 2011 2012 2013

QLD WA NSW WA QLD VIC Brookers Buslines Crowthers bus company bus Caval Ridge employee Melbourne (acquisition). (acquisition). (acquisition). contract (tender) transport contract Metropolitan Bus Status: Part of TDQ Status: Ongoing Status: Part of TDNSW (now part of TDWA). (tender). Franchise (tender). QLD Status: Ongoing Status: Ongoing Status: Ongoing Moreton Bay bus NSW NSW WA business (acquisition). Bus Service Harbour City Ferries Orange Bus Status: Part of TDQ (acquisition). (JV w/Transfield Passenger Feeder NSW Status: Part of TDNSW Services) (tender). Service (tender). Transit First bus company Status: Ongoing Status: Part of TDSW (acquisition). NT Status: Part of TDNSW Ichthys employee transport contract in Darwin (tender). Status: Ongoing

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 17 Transdev Australasia Executive Leadership Team

The Transdev executive leadership Jonathan Metcalfe, CEO Peter Lodge, COO Light Rail and Bus, General Counsel, Business Development Director team works together to set the During his four-plus years as CEO for Transdev Australasia, Jonathan Peter has been directly involved with course for the Australasian group, Metcalfe has overseen a period of Transdev’s business in Australia since leading a dedicated team of significant change that has redefined 1997. In 2009, Transdev responded the reputation of the business to the challenge of an increasingly 5,000 people. They have led the and translated Transdev into an competitive market by creating a organisation that is one of the largest specialist function to proactively seek development of the organisation and most respected multimodal and acquire new business. Under the into the dynamic and successful passenger transport operators in the leadership of Peter, this function region. Jonathan’s philosophy is to lead by example, setting began strategically and systematically business that it is today, instigating the high standards of our operations and providing the to create the most efficient, effective and economical offer inspiration that drives staff to achieve their best. In 2013, to each tender opportunity. This has resulted in Transdev improvements and providing the Jonathan, together with the executive leadership team, successfully retaining key contracts on re-tendering as well direction that has enabled us to achieved significant growth for the Australasian group and as expanding its business portfolio in Australasia. Peter’s propelled the repositioning of the business to one where the combination of legal, finance and strategy experience has been grow our business and strengthen experience of our customers is first and foremost. His focus key in the transformation of Transdev. Peter was appointed on superior performance continues to ensure that the business Chief Operating Officer (Bus and Light Rail) in 2013, following our position as world-class leaders meets key targets and delivers on our commitments to the award of the Melbourne Bus franchise contract to Transdev. in passenger transport. customers, clients and our broader stakeholders. ‘Our strength is in providing the solutions that best meet ‘Our continued success is dependent on how we adapt to the the challenging and complex needs of our clients – high expectations of our clients and customers. Partnership this is what drives our business and continues to place and innovation is the heart and soul of our business, and we us ahead of our competitors.’ are constantly evolving to stay at the forefront of our field.’

18 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Mark Paterson, Director Corporate Affairs

Mark has extensive experience in the government and political sectors prior to his 12 years at Transdev. His ability to create long-term relationships with key decision makers in government (and those who influence them) has been the foundation for Transdev expanding in new markets and in new modes of transport. Mark has effectively engaged with governments and public transport authorities to build trust and confidence that has instilled a level of assurance that a decision to partner with Transdev is in the best interests of customers and in the best interests of governments. His team is adept and creative and engages both staff and external parties. ‘Our success is ultimately determined by our ability to work Paul Birch, Director People and Culture Pierre-Edouard Dubois, CFO and COO Ferries with our clients as trusted, specialist partners and to play a Paul Birch joined the executive Pierre-Edouard has an extensive leadership role in the passenger transport sector.’ leadership team in late 2013, bringing career in the public transportation Rod Maule, Director Safety, with him a wealth of knowledge industry and has been with the Quality and Risk Management and expertise gained through an global Transdev group since 2006, extensive career in human resource joining the Australasian business in Rod is a highly qualified OHS professional management. He has worked across 2011. The challenge for Australasian who has significant commercial and a range of different industries, governments and public transport operational experience across a range both locally and internationally, authorities is often constrained by of industry sectors. He is a change agent specialising in organisational and finance. However, Pierre-Edouard who has consistently transformed health culture transformation, industrial relations, and improving leads a team that consider financial constraints as an and safety teams into high-performing HR performance and capability. Paul’s focus on engaging opportunity to develop innovative solutions. Recognising that and valued business partners. our people through a greater focus on performance and each client and business opportunity is different, the finance Rod ensures that safety, Transdev’s development, improving recruitment processes, and team continues to offer tailored solutions. This has been number one priority, is represented supporting our customer service strategy will be key to instrumental in the performance of Transdev on behalf of and led from an executive level, focusing on best practice, risk ensuring that we continue to build our capabilities to match our clients, our customers and our shareholders. reduction, strong collaboration, effective communication, our growing organisation. ‘Our success is dependent on providing strategic and the continued achievement of improvements. His passion ‘Our people are our greatest asset and integral to our financial solutions that adapt to the dynamic for building a strong safety culture is driving numerous continued success. By developing and nurturing the talent environment of our industry.’ improvements in our operations and processes, and has we have, we answer the needs and challenges of our invigorated our safety team and consolidated Transdev’s industry with confidence.’ commitment to safety, now and into the future. ‘A strong safety culture is never complacent. We continually strive for improvement and promote safety leadership at all levels.’

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 19 Our Performance 2013

We have displayed our performance results to reflect Our Promise, which is our guarantee of what you can expect when you travel, work or partner with us.

20 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 21 The 2013 Internal Safety – Communications Survey found 88% of those surveyed Our Number recalled the 2013 Safety One Priority Campaign, Safety Starts With Me. The previous campaign, which ran in 2012, was close behind with 60% recall.

Safety is at the core of everything Safe Work Australia CEO, Rex Hoy congratulated Mr Metcalfe on his leadership and commitment we do. It is a continuous effort – to work health and safety. ‘Not only am I passionate about driving a safety culture, but from our local drivers, mechanics ‘Leading from the top down I am also proud to say that and engineers through to our Jonathan displayed true all the staff at Transdev leadership by pushing safety senior executives and CEO. Australasia have shown through as a priority for Transdev their positive engagement Our clients and customers expect safety excellence and we Australasia,’ said Mr Hoy. do too. Our company performance centres on measuring with our many safety programs ‘He has worked tirelessly to safety performance, setting annual improvement targets, and campaigns…that this staff training, and in-depth annual safety campaigns to improve the safety culture build our internal safety culture. commitment is genuinely within Transdev. His dedication We were extremely proud when Safe Work Australia announced shared throughout our has been recognised by Transdev Australasia CEO, Jonathan Metcalfe as the recipient organisation.’ of its annual Safety Ambassador of the Year Award in 2013. Transdev staff at all levels.’ The Safety Ambassador of the Year Award recognises an Jonathan Metcalfe, individual who leads by example to highlight the importance Rex Hoy, CEO, Transdev Australasia of a safe working environment and encourages others to CEO, Safe Work Australia improve work health and safety.

22 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Transdev Safety Awards 2013 Measuring Performance

• Transdev Auckland – Westpac Auckland Central Business While performance may vary according to mode of transport 2013 Safe Work Australia Awards Awards, Workplace Safety and baseline, our commitment to meet and, where possible, Transdev WA’s dedication exceed expectations is a constant goal we set for ourselves. • Transdev NSW – Finalist, Australian Road Safety Awards, to safety was recognised Innovation – Creating Safe Travellers…for Life In terms of our operations, we use a number of different when it won Best • Jonathan Metcalfe, Transdev Australasia – metrics to measure our performance. These are: Workplace Safety and Safety Ambassador of the Year 2013, Safe Work Australia • Public injuries and fatalities Health Management System in the Private • Transdev Australasia – National Finalist, Australian (both passenger and non-passenger) Sector at the 2012 WA Work Safety Awards. As a result, Institute of Marketing, Internal Marketing, • Employee injuries in terms of: Transdev WA became a finalist in the national Safe Hear our Safety Stories • Lost Time Injuries (LTI) Work Australia Awards. • Transdev WA – Highly Commended, Best Workplace • Lost Time Injury Frequency Rate (LTIFR) The award recognises demonstrated commitment to Safety and Health Management System, Safe Work continuous improvement of workplace occupational Australia Awards • Number of near misses safety and health through the implementation of an • Fatalities integrated systems approach. • Severity of injury Total LTIs (total for group) and LTIFR In April 2013, Transdev WA was highly commended • Vehicle safety at the 8th Annual Safe Work Australia Awards. 10 • Vehicle collisions At Transdev WA, legislative compliance is translated 9.5 9.1 • Number of collisions with damage exceeding $15,000 into an integrated system that: 8 8.3 8.5 8.3 8.5 8.0 8.2 8.2 7.7 7.7 7.7 • Number of near accidents • Identifies hazards unique to the workplace

6 • Number of fires • Undertakes risk assessments to identify ideal management of these risks • Serious Rule Violations • Monitors, evaluates and improves performance 4 • Signal Passed at Danger (SPAD) (rail and light rail only) • Facilitates reporting, investigating and • Trespassing (rail and light rail only) reviewing processes focusing on corrective 2 • Groundings (ferry only) and preventative actions 0 Each business is required to provide a monthly report on these To ensure continuous improvement of its integrated Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec metrics. One of the main benchmark indicators of safety and system, a robust auditing system has been 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 performance is LTIFR and our performance over the past few implemented to ensure all OHS processes are LTIs years shows significant progress in the right direction. While tested, fine-tuned, and tracked to identify areas LTIFR there is always more work to be done, the focus on safety and that may require further enhancements. Please note that these statistics now include Harbour City Ferries. performance is part of the Transdev business commitment. Our LTIFR at 31 December 2012, with Harbour City Ferries data 0.08included, was 8.1. Non-Passenger Injuries Passenger Injuries 0.07 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 23 0.06

0.05

0.04

0.03

0.02

0.01 0.00 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 Oct 2013 Nov 2013 Dec 2013 10

9.5 9.1 8 8.3 8.5 8.3 8.5 8.0 8.2 8.2 7.7 7.7 7.7

6

4

Safety2 – Our Number One Priority 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 Non-PassengerLTIs Injuries and Passenger Injuries per 100,000 km LTIFR VIVO Connect – Safety Achievements 2013

VIVO Connect, our industrial 0.08 Non-Passenger Injuries arm of the business Passenger Injuries 0.07 which, based in Moranbah, Queensland, operates 0.06 employee transport for 0.05 industrial projects, has achieved some significant 0.04 safety results during 2013. In September, the operation celebrated 100,000 0.03 kilometres of accident-free driving and by November 0.02 2013, had achieved one million hours accident free. 0.01 In addition, the project achieved 365 days LTI-free since the beginning of the project in March 2012. 0.00 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 Oct 2013 Nov 2013 Dec 2013 VIVO Connect operates in a unique environment where drivers contend with narrow dirt tracks, both sealed and unsealed roads which include the notorious Peak Downs Highway – frequented by road trains and Creating Safe Travellers…for Life oversize loads up to eight metres wide, and also wildlife such as kangaroos and emus. These tough conditions Transdev developed and implemented the children’s bus safety The safety of our young passengers make their safety achievements even more impressive. program, Creating Safe Travellers…for Life, to underpin safety was the key motivation in developing as our number one Value. the Creating Safe Travellers…for Life To ensure that safety is always the top priority, VIVO Connect staff have a pre-start meeting every day, where To date, 110 schools across Sydney have signed up to take part program and, in particular, the safety blood alcohol levels are checked and they undertake in the program, which features: of young school children who are new to bus travel – which is an ongoing issue, especially when a variety of training sessions. In addition, all staff are • a safety film, showing the ‘do’s and don’ts’ of safe bus travel waiting for the bus and disembarking. required to complete a defensive driving course and • a board game assessment by the client (Bechtel) before being allowed We believe education is the key to decreasing high risk behaviour, to drive on-site. Staff must also complete a Safety • a catchy song that delivers the message of particularly if good examples are set from a young age. This Task Analysis and Risk Reduction Tool (STARRT) card ‘Stop! Listen! Look Around!’ program has helped to create a safer environment for bus drivers before each task to ensure all hazards are identified and • an activity book, with fun things to do that further and passengers alike, ultimately contributing to safer roads for all. appropriate controls in place. reinforce safety messages By setting safe travel habits from a young age, we are ‘Creating • an ‘I Promise’ charter. Safe Travellers…for Life’!

24 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Safe Work Australia Month Safety Starts With Me Campaign Safe Work Australia Safety Ambassador of the Year

Transdev Australasia promotes Safe Work To strengthen our safety culture at Transdev In October 2013, Safe Work Australia Australia’s annual Safe Work Month to Australasia in 2013, we needed a direct, consistent announced Transdev Australasia CEO, further promote safety, our number one and highly-visible approach to safety that would Jonathan Metcalfe, as the recipient priority, across our business. Safe Work engage our staff and encourage them to keep of its annual Safety Ambassador of Australia Month provides an opportunity safety front-of-mind. To that end, we built on the the Year Award. for us to shine a light on safety, recognise our safety achievements personal element of our previous campaign and The Safety Ambassador of the Year Award recognises an individual and move toward greater safety success. launched the 2013 campaign – Safety Starts With Me. who leads by example to highlight the importance of a safe Posters were distributed across the business which featured The Safety Starts With Me campaign aimed to further embed the working environment and encourages others to improve work local staff sharing their reasons for keeping safety front-of-mind. individual ownership component of safety as our core value by health and safety. The award was presented during a ceremony at Within each business, the Communications and Safety teams featuring our own staff in our posters and collateral, individualised the National Workers Memorial in Canberra as part of October’s planned Safe Work Month programs around the official theme for each business across Australia and New Zealand. Safe Work Australia Month. – Safety is a frame of mind, and promoted safety with a range of The campaign covered themes that were identified by our Presenting the award, Safe Work Australia CEO, Rex Hoy different materials and activities throughout the month. Activities different businesses as issues pertinent to their local operations. congratulated Mr Metcalfe for his leadership and commitment included clean-up days, toolbox talks, free health and skin checks, These included health and wellbeing, hazard awareness, and the to work health and safety. ‘Driving his motivation for safety staff barbeques and morning teas, and Safety Charter signings. importance of reporting. The themes were consecutively rolled excellence is the philosophy that great organisations are We supported these activities with regular safety articles in our out throughout the year via all of our communications platforms, differentiated by the culture and values underpinning what newsletters and updates on our internal Facebook group page. with personalised sets of posters for each business featuring they do. He has worked tirelessly to improve the safety Staff were also encouraged to discuss safety with the children in different topics under each theme. In addition, the campaign culture within Transdev. His dedication has been recognised their life with the Safe Work Month Kids’ Drawing Competition, included regular safety articles and features in local newsletters, by Transdev staff at all levels,’ said Mr Hoy. which asked entrants to submit a picture of how their Transdev and safety events such as clean-up days, toolbox talks, and staff Jonathan Metcalfe said: ‘Not only am I passionate about relative or friend stays safe at work. barbeques and breakfasts that offered an incentive to get staff driving a safety culture, but I am also proud to say that all As part of Brisbane Ferries’ Safe Work Month activities, CityCat together to discuss safety. Promotion of our internal staff awards the staff at Transdev Australasia have shown through their Master Ben Morris reached out to the local community with a for safety went hand-in-hand with the campaign and we received positive engagement with our many safety programs and special visit to the Lady Ramsay Early Learning and Education record numbers of nominations for those categories in the 2013 campaigns that this commitment is genuinely shared Centre at the Royal Brisbane Women’s Hospital to talk about awards program. throughout our organisation.’ safety with a group of kindergarten children. The 2013 Staff Communications Survey revealed the The award illustrates that at Transdev Australasia, our Transdev Australasia CEO, Jonathan Metcalfe, was also honoured overwhelming success of the Safety Starts With Me campaign, commitment to uncompromising safety is a responsibility during Safe Work Month with the Safety Ambassador of the Year showing very high levels of staff engagement with the campaign held by each and every one of our staff, and is a value Award, which recognises an individual who leads by example to across all businesses within our organisation. Safety Starts With that is prioritised and demonstrated at the highest levels highlight the importance of a safe working environment and Me returned the highest levels of recollection by staff over all of our organisation. encourages others to improve work health and safety. of our communications programs and initiatives, with 88% of participants identifying the 2013 campaign in the survey.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 25 Best in Class Operational Performance

In an ever-changing environment, Changing customer and client expectations, increased mobile to the appropriate people for action, and its inbuilt reminder device usage and rapid urbanisation are creating an intensifying system and ease of use has meant it will now be rolled out adaptability and innovation is demand for efficient transport and information supply that will across other Australasian Transdev businesses. become even more pronounced in the future. key in maximising operational Social Media analysis and interaction is a large focus for Improved accessibility, inter-modality, operational efficiency, Transdev internationally. In Australia, social media response performance. personalised services and enhanced customer experience, tools are being trialled across various businesses as our all must now be a part of new mobility solutions. In addition, customers’ conversations move online. These tools allow us to local authorities are searching for trusted partners who can understand issues, sentiment and respond in real time directly work with them, and possess the strength, skills, resources, to our customers, something that is now being expected by innovation and investment required to improve quality, our passengers. Additionally, an internal Transdev App store without increasing the strain on public finances. has been created to allow our businesses across the world to view and with some of the apps that are being used Transdev is constantly looking for innovative solutions across across our international networks. Internationally, our networks our diverse networks to improve our operations, for our are facing the same real time, customer information matters, clients and customers. Since commencing the operation of about which we can readily share best practice and experience. a franchise covering 30% of the Melbourne Bus network in August 2013, Transdev has implemented several innovations to improve performance. A comprehensive customer feedback management system, called Listen has been introduced since day one of contract commencement, allowing the business to stay on top of constant questions, complaints and commendations, and ensure customers receive a timely response in advance of contract KPI requirements. The system was created for Transdev internationally and was tailored to our unique needs. It has the ability to allocate customer enquiries

26 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Mobilising a new business

Transdev Melbourne took over The success of the transition was due, in no small way, the operations of one third of to a good partnership with Public Transport Victoria Melbourne’s bus network on and incumbent operators, as well as the support of the 4 August 2013, having won the transferring staff. Experience from previous transitions contract in May. The transition in other Australian states was vital, and staff from our period between May and August other subsidiaries came across to Melbourne to help at was a hectic three months of key moments, including three Operational Readiness preparation to ensure that the new workshops in which the new management team was business got off to a smooth start. assessed by senior managers from Perth, Sydney, Nearly 1,200 staff and more than Auckland and Brisbane. 500 buses transferred over from the existing operators, The aim was to ensure that customers did not experience as well as five depots, with a further two sub-leased. any difference in service during the first week, and that This amounted to a mountain of paperwork of employee buses ran as usual – which is exactly what happened, with contracts, roadworthy certificates, depot leases and overall reliability (the number of buses operated out of many other contractual documents. the number of buses contracted to operate) reaching In addition, all the new systems required to run a 99.9% within the first few weeks. business had to be set up ready to be active from Day One. This included financial, operations, maintenance, and customer feedback, etc.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 27 100% 99.9% 99.7% 100% 100% 100% 100% 100% 98.5% 96.2% 100

80

60

40 Percentage (%) Percentage WA

20 Brisbane Ferries Harbour City Ferries NSW Transdev NSW Transdev Sydney Transdev WA Transdev Transdev SW Transdev Queensland Transdev Auckland Transdev ConnectVIVO

Best in Class Operational Performance0

Reliability for 2013 Punctuality for 2013

100% 99.9% 99.7% 98.5% 100% 100% 100% 100% 100% 99.6% 99.1% 100% 99.2% 100% 96.2% 96.0% 97.9% 95.4% 100 100 82.9% 85.3%

80 80

60 60 N/A*

40

40 (%) Percentage Percentage (%) Percentage WA

20 20 Brisbane Ferries Harbour City Ferries NSW Transdev Sydney Transdev WA Transdev SW Transdev Queensland Transdev Auckland Transdev ConnectVIVO Buslink VIVO Brisbane Ferries Harbour City Ferries NSW Transdev NSW Transdev Sydney Transdev WA Transdev Transdev SW Transdev Queensland Transdev Auckland Transdev ConnectVIVO Buslink VIVO

0 0

Vehicle Efficiency for 2013 (Service Kilometres Divided by Total Kilometres)

99.6%99.7% 99.1% 97.9% 100% 99.2% 100% 96.0% 96.6% 95.4% 93.7% 100100 82.9% 84.6% 85.3% 81.6% 7 7.3% 76.6% 80 80 69.0%

60 60 N/A*

40 Percentage (%) Percentage 40 Percentage (%) Percentage

2020 Brisbane Ferries Harbour City Ferries NSW Transdev Sydney Transdev WA Transdev SW Transdev Queensland Transdev Auckland Transdev ConnectVIVO Buslink VIVO Brisbane Ferries Harbour City Ferries NSW Transdev Sydney Transdev WA Transdev SW Transdev Queensland Transdev Auckland Transdev

0

28 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Best in Class Operational Performance

Improving performance at Transdev Auckland

With a rail network continually under development since 2006 An internal campaign was developed to invite suggestions from and a very old fleet, achieving consistently high punctuality has staff about improving punctuality and getting the balance right presented a challenge for the Auckland train service. between safety (our number one priority), punctuality, customer However, with the arrival of the first of our new electric trains service and revenue protection activities. In addition, ongoing in late 2013, scheduled to begin services from mid-2014, an timetable improvements have supported the initiatives in unprecedented focus has been placed on the factors that progress and some major milestones have been marked impact train punctuality. in the past year. Daily conferences were held to examine the performance from During 2013, the Auckland team frequently achieved the highest the day before, with a tighter focus on dwell times and efficient monthly average performance figures ever recorded and, for the platform/train interface procedures by Train Managers, and first time ever, on two separate days in November and December, on time driving by Locomotive Engineers. marked the dual achievement of 100% punctuality and 100% reliability on the network. A delay hotline was established for any staff member to phone in the details of a delay of more than three minutes. To incentivise Finally, in late 2013 and early 2014, an internal competition use of the hotline, callers went into the draw to win a monthly was held to generate a name for an 18-month campaign that prize. As a result, a new system was implemented for the will encourage pride in every aspect of service delivery and attribution and recording of train performance and delays. performance. The aim of the campaign – ‘9 Oh, Let’s Go!’ – is to ensure that every member of the team is working towards A customer education campaign was held to inform customers achieving 90% annual average punctuality by June 2015. about on time departures and new pieces of infrastructure such as platform keys, second hands on digital clocks, and flashing To round off a year of unprecedented performance improvement, lights to indicate departure readiness were also added across the team marked average annual performance of 86.3% in 2013, the network. compared with 81.7% in 2012 and with 90% punctuality achieved in January this year, 2014 is off to a great start.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 29 ‘I will listen more to the ‘When dealing with a situation, Superior customer and be patient I can now adopt the “green, before helping them with yellow, red” tool in my day-to- Experience their request.’ day work life to minimise any escalation of an issue/problem.’ Going for Care feedback Going for Care feedback

Transdev Australasia has Most importantly, a customer experience strategy was deemed Under this strategy, the most significant investment in time, necessary to reflect our customers’ evolving expectations resources and in our people is our Going for Care program. historically held a strong record regarding public transport. While not so long ago, our The program has been specifically created by Transdev in , customers might have considered our services as just a way in close liaison and with input from the Australian team, to be in customer service with a to get from A to B, they now have higher standards and seek rolled out across the world, answering the increased need for variety of customer service an experience that meets not only their basic needs, but also exceptional customer experiences. Australia has been the pilot their more sophisticated expectations. country, with Going for Care training commencing in our NSW bus business in August 2013. Our goal is to train all 5,000 of our tools, processes and programs Our aims and objectives under this three year strategy are: staff within three years of the pilot. For more information about already in place. • To ensure that 100% of our drivers/masters are the Going for Care program see page 33. trained in customer safety We are well on our way to achieving our customer experience To bring these all together under one single framework, • To ensure that our fleet is fully accessible objectives, particularly in NSW, where 1,700 staff operate Transdev Australasia’s first Customer Experience Strategy, (where in our ownership) (as Harbour City Ferries, with JV partner Service Inspired By You was developed in 2013. • To ensure we measure customer satisfaction Transfield Services), the Sydney Light Rail network and three Transdev Australasia’s vision is to be Australasia’s acknowledged in all our networks and operations of the 10 privately operated metropolitan bus regions. leader in passenger transport and, to be this leader, we • To use best practice fleet management processes The 2013 Transport for NSW Customer Satisfaction Survey need to strive to be the best in everything we do, including such as Eco-Drive and Cleanskin reported strong improvements in customer satisfaction across in customer experience. Each of our company Values – • To achieve a minimum customer satisfaction rate of 90% all three of our NSW businesses. Harbour City Ferries improved Safety, Commitment, Partnership, Passion and Performance satisfaction to 95%, our light rail business improved to 94% – has a customer service element embedded within it and • To ensure all businesses have a robust incident/disruption (up from 91%), and all of our bus companies achieved above demonstrates the customer-centric culture we strive customer communications plan the metro average at 86%, 88% and 90% respectively. to achieve. • To ensure 100% of induction training includes a customer service module

30 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS B C D E F G H I j

Passenger Trips for 2013 Customer Complaints per Safety: Keep the safety of 100,000 Passengers, 2013 25.0* customers, workmates and 673,424 trips 255,697 trips 6,024,017 trips myself front-of-mind 10,603,083 trips 25 Commitment: Understand and 2,791,084 trips 15,576,765 trips 20 anticipate our customers’ needs 1,204,114 trips 17.3

Partnership: Actively listen to Total passenger 15 customers, clients, colleagues trips for 2013 92,942,946 9.5 and stakeholders 10 19,456,411 trips 5.6 Passion: Always find a way 32,726,372 trips 3.9 5 3.6 3.3 to make a positive difference 0.2 0.0 0.0 in our customers’ day 3,631,979 trips 0 Performance: Always provide Brisbane Ferries Transdev SW Brisbane Ferries Transdev SW Harbour City Ferries Transdev Queensland Harbour City Ferries Transdev Queensland safe, reliable and friendly Transdev NSW Transdev Auckland Transdev NSW Transdev Auckland Transdev Sydney VIVO Connect Transdev Sydney VIVO Connect services for our customers Transdev WA Buslink VIVO Transdev WA Buslink VIVO * Complaints in Transdev Auckland, due to disruption caused by modernising the network.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 31 Superior Experience

Journeys to School Exhibition

From Nigeria to Thailand, Service Inspired By You and from France to Alaska, students from around the Transdev Australasia has Safety: world make their way to historically had a strong Keep the safety of customers, workmates and myself school each day with the record in customer service, front-of-mind with a variety of customer hope of attaining a better life Commitment: service tools, processes through education. Beyond Understand and anticipate our customers’ needs the diversity of their routes and programs already and modes of transport, these journeys are often conducted in place. To bring these Partnership: under difficult and sometimes perilous conditions. all together under one Actively listen to customers, clients, colleagues single framework, our and stakeholders To capture this reality and increase awareness of the first Customer Experience Passion: importance of transport in ensuring access to education, Strategy, Service Inspired Transdev launched a creative initiative in partnership with Always find a way to make a positive difference By You, was developed and in our customers’ day UNESCO (United Nations for Education, Science and Culture) launched in 2013. and photojournalism agency Sipa Press. For two months, Performance: eighteen photojournalists followed in the footsteps of students There was a strong need to develop a strategy that Always provide safe, reliable and friendly services around the world to bring a new perspective on the sometimes looked specifically at improving customer experience. for our customers difficult experiences of many school children, while paying In order to realise our vision to be Australasia’s We developed a customer experience strategy to reflect tribute to their tenacity, courage and joy in living. acknowledged leader in passenger transport, we need to strive to be the best in everything we do, our customers’ evolving expectations. More than ever, The resulting photographs formed the Journeys to School including customer experience. Each of our company our customers are seeking an experience that meets not exhibition, which was hosted by the United Nations in Values – Safety, Commitment, Partnership, Passion only their basic needs, but also their higher and more New York from February to April 2013. The ceremony was and Performance – has a customer service element sophisticated standards. attended by Transdev Chairman and CEO, Jean-Marc Janaillac, embedded within it and demonstrates the customer- Service Inspired by You recognises that improving UNESCO Director General, Irina Bokova, and CEO of Sipa centric culture we strive to achieve. outcomes for our customers is the key to a successful Press, Oliver Megean. future for our company, our customers, our clients, Mr Janaillac took the opportunity to underline the essential and the communities in which we serve. role that public transport plays in making education accessible, highlighting the involvement of the women and men of Transdev in enabling many students to attend school each day.

32 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Radio Lollipop at Transdev WA

Transdev WA staff, in Going for Care partnership with , have been active in Going for Care is Transdev’s proprietary customer care supporting Radio Lollipop for program and is a key component of Transdev Australasia’s more than 15 years. An annual Customer Experience Strategy, which aims to embed a event, held every year in true customer-centric culture within our organisation. March, sees many of Transdev Going for Care has evolved from the ‘Going for Green’ WA’s bus drivers leave their program which was deployed across 12 countries in our customers with ideas captured during and after the uniforms at home and dress up in support of Radio Lollipop eight languages and across all transport modes, with a sessions and then formally presented and discussed for a Uniform Free Day, with all funds collected from the public focus on giving front line service staff the tools to handle in management meetings. An additional element of donated directly to the charity. The Uniform Free Day is the main daily customer service situations. The new program the Going for Care program includes a module for source of funding for Radio Lollipop, with Transdev WA helping builds on the success of its predecessor, but with supervisors which aims to empower them with the tools to raise more than $100,000 for the charity in 2013. several key improvements. to better support our customer-facing employees. Other events held throughout Transdev WA depots on Uniform The program, developed by our Head Office in Paris with There are multiple benefits of these sessions and Free Day include car washes, barbeques and raffles. Some of the a global project team, is adapted to the local environment feedback structure, but most importantly, the program more daring drivers have even shaved their heads in a bid in which each business operates by way of a managers’ will have every member of Transdev Australasia focused to raise money for this important cause. seminar. It is an opportunity for the management team on our common goal of delivering a better experience Radio Lollipop volunteers provide care, comfort, play and to identify the particular customer pathway and touch for our customers. entertainment to children in hospital. The radio broadcasting points specific to that business, as well as common Transdev Australasia was selected to be the pilot region service operates live each night from the Princess Margaret customer feedback issues, so that the training sessions for this new and improved customer care program. Hospital studio and is streamed to the satellite hospitals can then be adapted to address these common scenarios. In 2013, Transdev NSW and Transdev Melbourne began throughout the state. The radio is programmed around the Every Transdev staff member, from administrative, rolling out the program, with all other businesses set requests of the children, who are encouraged to participate mechanical, and managerial to front line employees will to begin roll-outs over the course of 2014. It is Transdev in activities, competitions and games. The funds raised from undertake this training, with each session designed to Australasia’s aim to have all 5,000 staff undertake this Uniform Free Day are a key part in helping Radio Lollipop’s be cross-functional in order to promote the sharing of program by the end of 2016. dedicated team of volunteers to continue their service and information within the organisation. Participants are unique brand of play. encouraged to discuss ways in which we can better serve

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 33 Superior Experience

2013 Transdev Queensland Driver of the Year

Implementation of Deaf Awareness training at Transdev Auckland The long-running Driver of the Year Awards at Transdev Queensland Passenger comfort and safety is a top priority for Our collaboration with Deaf Aotearoa was a great success provide customers with the Transdev Australasia. Since 2004, our Auckland rail and helped our staff to better understand the challenges opportunity to nominate their business has worked closely with the Royal New Zealand faced by the deaf community and how we can best favourite bus drivers to receive Foundation of the Blind (RNZFB) and CCS Disability Action support them when travelling with us. As a result, in 2013 recognition at a local level. to provide Disability Awareness training for its customer Transdev Auckland was awarded the New Zealand Sign In 2013, a total of 12 of the company’s finest drivers were short- service staff. The training focuses on how we can best Language (NZSL) Accessible Service Award as part of listed as finalists in the fifth annual Driver of the Year Awards. assist passengers with vision and mobility impairments. the NZSL In Action Awards. The judges said we ‘showed More than 640 nominations were received from Redlands bus outstanding commitment’ when we approached Deaf commuters, who were asked to vote for their favourite bus driver. In 2012, a customer service staff member at Transdev Aotearoa to discuss NZSL training for our staff. Auckland suggested the business expand its Disability To be short-listed, the public votes had to be backed up by Awareness training to include passengers with hearing an exemplary safety and customer service record, and a work impairments. Transdev Auckland took the idea to Deaf ethic which embodied the Transdev company Values of safety, Aotearoa, the organisation at the heart of the deaf commitment, partnership, passion and performance. community in New Zealand, who were enthusiastic Bus driver Tony Deeby was named Driver of the Year 2013. about the initiative and keen to become involved. Deaf Transdev Queensland Managing Director, Colin Jennings said: Aotearoa saw public transport as an essential service for ‘Customers repeatedly poured accolades on Tony, who they members of their community and were eager to work describe as good with everybody, always smiling, always having with Transdev Auckland to develop a training course for the answers to enquiries, kind-hearted, on time, and especially our staff that would help improve the travel experiences helpful with the elderly and mums with prams.’ of passengers with hearing impairments. ‘Our people certainly become more than drivers in their roles. The outcome was a four-hour Deaf Awareness course, They become carers, listeners, joke tellers, tour guides, facilitated by a deaf tutor and assisted by two ‘hearing’ The relationship that Transdev Auckland has established navigators and a reliable and trusted part of our community. interpreters. The course involved background with Deaf Aotearoa continues to grow, providing further The prize for School Bus Driver of the Year was awarded to information about the life of a deaf person, how to insights into how we can better structure our customer Mennan Venkaiya, who was consistently recognised in the identity a deaf passenger who may need assistance, materials, website, and work practices to cater to the nominations for being ‘a safe driver, reliable, kind but firm, basic finger spelling, safety message signs, and signing needs of the deaf community. conscientious, well presented, helpful, a smooth driver and common public transport announcements. Elements always helping people.’ of the course now form part of Transdev Auckland’s standard induction procedure for customer-facing staff. The award for Outstanding Customer Service, as voted by the travelling public, went jointly to Roy Brown and Paul Joseph (last year’s Driver of the Year), with a runner-up prize being awarded to Kate Addley.

34 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 2013 Golden Star Awards • Customer Service – Ron Zacher, HCF – consistently named one of HCF’s favourite Masters with customers due to his helpful, Rebrand to Transdev The Golden Star Awards are an internal humorous and friendly nature. His overall commitment to staff rewards program, acknowledging maintain standards of excellence at all times within the business In March 2013, Veolia individuals and teams across Australia and saw him named 2013 NSW/ACT – Customer Service Professional Transdev launched New Zealand who live our Values. of the Year at the Australian Service Excellence Awards. a new name and a In 2013, an impressive 102 nominations were received from across new identity for its Listening to our customers Transdev Australasia for the annual awards. The 2013 winners of worldwide operations – each category were: Transdev. Listen, our proprietary customer feedback management tool, • Safety Hero – Siteri Scott, TDNSW – attended to a child was introduced to our new Transdev Melbourne business in Across Australia and New Zealand, the new brand she noticed fall to the ground. She had no pulse, so Siteri August 2013, having already been successfully implemented in was introduced on 1 July 2013. Launches were performed CPR for 20 minutes until emergency services more than 100 of Transdev’s global operations across a range held throughout our business to communicate arrived. The girl had a heart condition and Siteri’s act of transport modes. the new brand and the new direction to staff, saved her life. Listen is a web-based tool which accepts feedback and complaints and the large task of updating signage, livery from many different formats, such as email, phone and website, and uniforms began. • Safety Innovation – Matt Carter and Paul Caprin, TDNSW – led a working group to create two innovative solutions to and includes a direct interface to the customer feedback form Transdev is a brand that is already recognisable solve an issue of runaway buses at their business. Since the on our website. to our customers – for more than 20 years it has implementation, there have been no further instances of The system provides quality templates that can be easily adapted been synonymous with excellence in operational runaway buses. to suit each business and provides both standard and customised performance and customer service. • Commitment – Satish Girdhar, TDAK – nominated twice this management reports. An online performance dashboard provides The new brand, which unites the global year and also nominated last year for his tireless effort in the an up-to-the-minute overview of the number and type of feedback, organisation under the same umbrella, truly Auckland IT department. response times, etc. represents the heart of what we are as a company • Partnership – Terry Spence, TDWA – achieved outstanding Within Listen all feedback (whether complaint, compliment or – passionate, innovative and committed to customer service and showed commitment to ensuring a request for information) is assigned a unique number, and regular excellence in service. The new logo, a human smooth transition for passengers upon the introduction of the system backups protect all relevant data. Using set parameters figure in motion, symbolises mobility and the new Green CAT service. which are business specific, all customer feedback can be easily tagline, ‘Mobility Inspired by You’ expresses our • Passion – Bronwyn Edwards, TDWA – demonstrates great assigned to the relevant manager for investigation. Plus, the commitment to continual innovation to provide passion for customers, both in her role as a bus driver and also coding given to any feedback links to contractual deadlines for seamless, safe and personalised mobility. The as Master Trainer for our new Going for Care customer service responding to customers. As a result, we are able to respond change for Transdev means a new focus and training program. quickly to customers and ensure that all feedback is replied to. ambition for excellence. We now place more importance on quality services, encouraging • Performance – Shane Salmon, TDBF – holds an unparalleled As well as being used to manage the customer feedback workflow, innovation and working with our clients to give driver record at Brisbane Ferries. During 15 years of service as the detailed reports and analysis are also used to help inform our customers a real alternative to the car. a CityCat Master, he has never been involved in even a minor changes in service design, identify key problem areas (buses vessel incident. He also donates personal time to organise the consistently running late or early etc.) with feedback grouped World’s Biggest Shave annual charity event at Brisbane Ferries. by common content to highlight areas of concern.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 35 36 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS High Performance Culture

Transdev continually aims to An internal communications survey is conducted every Transdev focuses on building a diverse workforce, aiming to two years to gauge the effectiveness of our internal represent the communities in which we operate. Recognising achieve a high performance communications, which we believe is part and parcel diversity is an important part of our corporate responsibility of nurturing a high performance culture. The 2013 Staff and recruitment strategy. It is also an area we hope to build on work culture. Communications Survey, conducted in September, revealed in the future. that our workforce is interested in receiving a broad range Our staff giving program, Spirit seeks to build on our ambition The presence of our company Values and the focus on ‘living of news about their colleagues, local businesses, the to become an employer of choice. Spirit, which was launched them’, recognised through our staff Golden Star Awards, clearly Australasian group and the global organisation. The majority in 2009, encourages and facilitates staff to donate to one of our set the goal posts for what is required of employees when they of survey participants indicated they feel well informed about selected causes. Employees can donate directly from their pay work for Transdev. We encourage local business recognition news and events at their local workplace and are happy and Transdev matches the contribution, dollar for dollar, up to programs and place significant importance on ensuring our with the timeliness of internal communications (74% and $500 per employee, per annum. We have recently restructured staff remain informed of global and local events, changes, 67% respectively). Overall, 93% of surveyed staff said they our giving partners by identifying four causes that align with programs and initiatives. are satisfied with the way they currently receive internal our business. This was done in an effort to create much more communications. The survey also revealed that there is Late in 2013, an Employee Opinion Survey was conducted meaningful and realistic partnerships with our cause charities, a growing desire among staff, particularly those who do across the organisation. A similar survey was commissioned and to enhance communication about the results of our staff not work with a computer, to have more access to online in 2010. Early results indicate a significant shift in employee giving. The changes came into effect in January 2014. communications at home or on a personal device outside of engagement from 61% engagement in 2013 compared to 46% work. Connectedness is vital for our diverse workforce and, engagement in 2010. This increase is a significant achievement based on the survey results, we are working to address this over a three year period and is also impressive when compared area in 2014 with the introduction of an Australasian extranet to the transportation industry as a whole in AU/NZ, which sits which will be accessible by all staff, in the office, at home, at 53% engagement. The task for 2014 will be to sustain this or on-the-go. level of engagement and build upon the work done over the past three years.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 37 High Performance Culture

Strategic Framework Challenge During a review in May 2012, it was recognised that the key National Finalist, 2013 Australian Marketing Institute Award elements of our business’ strategic framework were not as embedded in the minds of employees as we may have assumed. for Marketing Excellence – Internal Marketing for Piecing it Together – The strategic framework showcases the fundamentals of our embedding our Values. business. It is, in essence, the ‘nuts and bolts’ of our operations and important for all of our staff to understand. In light of this information, it was realised that we needed to introduce the strategic framework to the Australasian businesses BIC National Achiever of the Year Award in a more structured, easy to understand and visually appealing The Bus Industry Confederation fashion to aid in employee take-up and understanding. From this, (BIC) named Transdev NSW General a new depiction was developed based on the idea of a jigsaw with Manager of Operations (and Deputy the pieces coming together to form a coherent framework. CEO), Len Kidd the recipient of its This easy to understand portrayal was to be a reference tool 2013 National Achiever Award. for all employees and formed the basis of the campaign – Piecing it Together. The award, sponsored by ABC Underwriting, recognises outstanding commitment and contribution to the Bus and As part of the campaign, The Piecing it Together Challenge was Coach industry in Australia. devised to provide each business with the opportunity to take the framework created by head office and embed it, develop it With more than thirty years’ experience in the bus industry, Len and create a sense of local ownership. The senior management has been core to the enormous growth within the Transdev NSW team of each business was challenged to achieve the highest business. An active member of the bus community, Len sits on percentage of recall from their staff on the revised Values, Vision many BusNSW committees and is instrumental in working with and Mission of the company, competing against the other Transdev’s stakeholders. He has been involved in supporting Australasian businesses. The management team was given six Government with the roll-out of new services and customer months to ensure the key elements of the framework were known experience initiatives, including the 2013 launch of ‘Creating Safe by all staff in their business. They could use any means they Travellers…for Life’, Transdev’s bus safety education program for liked (with innovative low cost ideas encouraged) to implement school children. the framework into their business. The aim was to achieve the Len is actively involved in a diverse range of projects and has The Piecing it Together campaign ensured the strategic highest percentage of recall in a survey at the completion of the played an integral part in a number of Transdev achievements, framework and its key elements were promoted heavily across challenge, in relation to employee numbers, with the business including the design and construction of Transdev’s newest depot each Australasian business for six continuous months and is now with the highest percentage named the challenge winner and at South Granville, which was officially opened in January 2013. rewarded with a party. something the majority of employees recognise and recite. This could not be said at the start of 2012.

38 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Transdev WA’s Reward and Recognition Program

In 2013, Transdev WA initiated a new Internal Staff Communications Survey reward and recognition program, with the aim of rewarding all employees on Over two weeks in August –September, we conducted the an everyday basis. 2013 Staff Communications Survey, which enabled us to evaluate the initiatives that were implemented following The aim of this program was not only to develop and encourage the 2011 survey and measure current sentiment against a high-performing team, but also to embed the Transdev Values the 2011 survey data. The survey, which achieved 125% into employee practices. To facilitate this, EFTPOS cards were higher staff participation than the previous survey, designed to represent the company’s branding and provide a gauged the effectiveness of current methods, harvested method for giving instantaneous performance recognition. ideas and suggestions, and enabled us to identify where The reward cards are the enabling tool for recognition on a we can improve. greater scale through positive feedback to employees in all Detailed reporting was provided to the Transdev Australasia locations. Managers at all WA depots are supplied with the cards executive leadership team, and individualised reports were for distribution through their leadership groups, which are provided to each business that detailed insights specific to given to any deserving employee in the depot, on the road To ensure that we’re engaging staff and achieving our local operations. The survey results helped us to plan our or at their workstation. internal communications goals, we measure staff sentiment communications and staff engagement strategy for 2014, It is through this method that we achieve our goal of direct with surveys that gather feedback from staff at all levels of enabling us to identify and target areas to improve, while feedback to employees for outstanding performance, as well as the organisation to determine what information is reaching maintaining and complementing areas which have proven creating an avenue for positive interactions between supervisors, them, what they think of the communications they receive to be successful. leaders, and team members. and the way they receive them. Feedback from recipients has been extremely positive, with many Feedback from our 2011 survey led to the implementation voicing their appreciation of the instantaneous and unexpected of our internal Facebook group, Twitter, YouTube Channel, elements of the recognition. a greater investment in internal communications and Wendy – ‘Being recognised for my positive attitude design resources, more regular and comprehensive made my day!’ safety news, and a revamp of our fortnightly Transdev Australasia newsletter. Di – ‘Thanks for appreciating the small things I do.’ It is the small things we do that make a difference to our customers, clients or colleagues, and the Transdev WA rewards and recognition program helps to promote a positive workplace culture with high engagement and performance.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 39 High Performance Culture

Engage 2013 Transdev NSW Culture Transformation Program – Forward Together Over the past two years, the CEO and executive team have NSW/ACT Customer Service Professional embarked on an annual staff road show where they have met of the Year After merging our two NSW bus businesses in 2013, the Forward and engaged with staff from all operations across Australia and Together program was developed and implemented to assist New Zealand. 2013 saw Harbour City Ferries in creating unity between the businesses and direct focus on Master, Ron Zacher win the In 2012, an online survey was undertaken to better understand becoming the best bus business in the State – the vision for 2013 NSW/ACT – Customer whether staff thought the road shows were successful and Transdev NSW. Service Professional of the how they might be improved. More than 80% of respondents Transdev NSW realised the need to undertake better business Year award. He was also indicated that the road shows were successful. However, they solutions, including launching our software solution system, BaCS, Highly Commended in the also suggested a number of improvements including: across all NSW depots and integrating service planning across all national award for the same contract areas. • Changing the name from staff road show to something category, against 22 other more interactive national candidates. Forward Together aims to create a better workplace by introducing a performance management system that instantly • CEO to engage with staff more frequently, not just annually The awards were part of the 12th Annual Australian rewards employees for the work that they do. The program also • Less formalised presentations Service Excellence Awards from the Customer aims to better business performance through making buses safer Service Institute of Australia (CSIA), of which Harbour • Use the events to recognise and reward staff for and creating a better experience for our customers on every trip. exceptional behaviour City Ferries is a member, showcasing the highest achievement in customer service. Throughout the program, employees have been involved in As a result, Engage 2013 was introduced. workshops, coaching and other initiatives to improve the way Engage is all about offering a rolling staff Reaching the finals and winning an award Transdev NSW works together, despite the business’ dispersed engagement program whereby the CEO, illustrates the high standards of management, geographical locations. local MDs and at least one executive training and commitment to excellence within team member attend local events Harbour City Ferries. and activities within the businesses. The judge who interviewed Ron for the award said The concept is about moving away his genuine character shone through and his passion from creating specific CEO events to for customer service was very evident, helping him enhancing existing business events and stand out from the rest of the award candidates. award presentations. The ultimate goal is to make the sessions more interactive by reducing the amount of time the CEO Ron, who has worked with the Sydney ferries for speaks and spending more face-to-face time with staff. 13 years, was nominated by HCF management because he has consistently stood out as one of So far, this less formalised approach has proven extremely their customers’ favourite Masters due to his valuable to those involved. welcoming, helpful, informative and often humorous nature with customers.

40 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 10,000 Steps Workplace Challenge

All three of Transdev’s Queensland Sourcing talent from within businesses took part in the 10,000 our international network Steps Workplace Challenge as part of the Brisbane Ferries Transdev Sydney currently operates Sydney’s light rail healthy workplace initiative network. It was also previously charged with operating ‘Be Fitter, Be Safer’. the network, which was subsequently decommissioned by the NSW Government in June The campaign began with free, five-point health checks offered 2013. Earlier that year, we were looking for a new Chief to employees on-site. A registered nurse provided confidential Engineer to oversee maintenance across both modes assessments of blood pressure, cholesterol, glucose, waist of travel. It is a highly technical role and a limited skills measurement, and smoking and lifestyle habits. With an up-to- market in Australia. By connecting with our international date reading of their current health status, employees felt more colleagues, we were able to find the perfect candidate motivated to join the next part of the Be Fitter, Be Safer campaign, from Transdev’s operations. the 10,000 Steps Workplace Challenge. The Dublin business operates , the city’s light rail A nationally recognised program, it encourages employees of system on behalf of Railway Procurement Agency, all ages and fitness levels to work towards a daily goal of 10,000 Since joining Transdev Sydney, he has been instrumental employs about 300 people in Ireland and transports steps, the recommended level of activity for a healthy adult. in leading the team through several highly technical 29 million customers annually. A pedometer is used to measure progress and encourage projects. Diverse in scope, they include the Sydney more active choices in participants’ daily routines. Mark Downey had been managing the Luas contract Monorail decommissioning project, ensuring engineering readiness for the Inner West Extension project, Teams of 10 were formed, building teamwork in an atmosphere with new 402 trams. The breadth of his past experience acceptance of 5.6km of new network and associated of friendly rivalry. Weekly incentive prizes were offered to the included: a broad range of engineering and project infrastructure, plus delivery, commissioning and testing individuals and teams with the most number of steps, and post- management, including test engineering in rail rolling of 16 new vehicles which will be gradually added to the challenge events were held to celebrate the overall winners, stock projects, rail extension project management, existing fleet. including most improved stepper and best team name. and installation and qualification of high-volume manufacturing equipment; preventative maintenance Transdev’s support for global staff development assisted The Challenge attracted a 35% programs; and water fabrication in large corporations. both the Dublin and Sydney operations with Mark’s participation rate, demonstrably international relocation. ‘Without the support of the boosting staff wellbeing, engagement, broader Transdev group to find this specific skill base, teamwork and attendance. After the we would have found it much more difficult to attract Challenge, 95% said they enjoyed the right talent to this position’, said Matt Baynie, being involved, while 76% said they Deputy Managing Director, Transdev Sydney. were now more active outside of work hours. Interestingly, 81% said they would continue with physical activity beyond the five week Challenge, indicating that participation had a lasting impact on physical wellbeing and the motivation to maintain it.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 41 Quality Asset Management

We understand that effective Our fleet and depot solutions are comprehensive. They cover Parking Pads procurement, maximised asset life, and disposal. Improvement asset management is the enabler and innovation are driven by our extensive global and local Runaway bus incidents (a moving bus without a driver) can be fatal. of excellence in service delivery fleet and depot management capability. We achieve enviable fleet availability and reliability through Between November 2012 and which, in turn, is the key driver our proven preventative maintenance and refurbishment April 2013, Transdev NSW strategy, supported by our integrated spare parts provider. experienced six runaway of customer satisfaction and, We also enhance the functionality and comfort of our bus incidents. ultimately, improved patronage. vehicles and vessels. To reduce the risk of runaway Where relevant, our depot strategies are designed to buses at Transdev NSW, an optimise fleet management and efficient, reliable service initiative was implemented delivery through logistically optimised depot locations, to install parking pads on the facilities and amenities, including energy efficient initiatives eastern side of the that reduce costs. depot where the ground is sloped. The parking pads were designed by a Transdev NSW working group to ensure that Asset management, planning and monitoring is actively buses rolled into the pad when parked and come to rest against supported by our integrated BaCS enterprise resource the pads. Signs were also installed to remind drivers at high planning tool (in use in several of our bus operations), risk sites, alongside additional initiatives, including making which provides information, integration and insights handbrakes more accessible. to optimise asset performance. Since the implementation of these controls, there has been only one instance of a runaway bus – in this case, the driver didn’t back the bus into the pad.

42 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Farewell Sydney Monorail

In March 2011, the NSW Government formally announced we also implemented a final weekend closing event for 29–30 that Sydney Monorail would close to make way for the June. A key audience throughout the monorail’s life was children $1.8 billion urban renewal project – and in acknowledging this we, in association with MTS and the the Sydney International Convention Exhibition and NSW Government, donated all the final weekend ticket revenue Entertainment Precinct. Sydney Monorail would close on to five children’s charities. The five charities were: 30 June 2013 and be decommissioned and removed to • Camp Quality allow for the development. • CanTeen Sydney Monorail, the only monorail in the southern • Make-A-Wish® Australia hemisphere, was a 3.6km circuit track and a direct transport link connecting Sydney to Darling Harbour, used by more • The Children’s Hospital at Westmead than three million customers annually. • Youth Off The Streets To optimise the final year of operation, Transdev Sydney, in With roving entertainment and as much fanfare as an opening, conjunction with clients (MTS) and Sydney Monorail’s final weekend broke all records and saw close *This website has since been archived for future generations the NSW Government, embarked on a dedicated Farewell to 16,000 tickets sold (a 210% increase on the previous year) and by the State Library of . Sydney Monorail campaign. more than 45,000 journeys (a 95% increase on previous year). A total of $70,105 was raised for charities through ticket sales, Engagement became a key campaign thread and, in with each of the five charities receiving $14,021 each towards addition to initiatives such as an interactive website their worthwhile causes. where customers could share their favourite monorail photo experience* and a last loop public ballot,

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 43 Quality Asset Management

Transdev Melbourne Refurbishment Program

Resurfacing project at Transdev Qld As part of Transdev Melbourne’s contract with PTV, the business is required to completely refurbish every bus that is between 13 and The bus parking yard at Transdev Queensland’s 14 years old and re-livery all 245 route buses to the new PTV livery Capalaba depot had weathered 15 years of increasing by July 2014. traffic flow and storage, heavy summer rains and The scope of the refurbishment work includes: gradual surface breakup. In need of major repair, the yard underwent a massive resurfacing project • Removal and repair of external panels in April and May 2013. • Inspection and repair of framework rust The project took four months from the first sod • Refurbishment of all cabin seats being turned to the final line marking being painted, • Removal and replacement of floor covering and during which all normal traffic flows and parking had any damaged wooden floor panels to be maintained. The finished surface is 300mm of reinforced concrete on a 150mm sand bed to support • Replacement of internal and external lights with not only buses, but other heavy vehicles including LED technology waste collection and fuel delivery trucks. • Installation of the new Mobileye CCTV system The project provided a number of significant safety • Replacement of the driver’s seat and environmental improvements. The yard was re- • Installation of driver’s security screen marked to facilitate increased staff pedestrian safety, • External paint and re-livery in the new PTV design better parking, and traffic movements through the depot. Plus, the new line marking has been designed Twenty-one buses are scheduled for refurbishment in the first to reduce bus reversing movements by up to 60 contract year, with a Mercedes Benz 0405 the first bus to come manoeuvres per day during normal yard procedures, off the refurbishment line in 2013 (pictured). thus increasing vehicle security and serviceability. A campaign to inspect, service and repair the air conditioning Improvements also included the realignment of systems on the entire fleet is well advanced with approximately drainage to ensure we meet our environmental 70% completed as at 31 December 2013. responsibilities, installation of high density recycled plastic wheel stops fitted with reflective properties, the use of reflective line marking techniques, the elimination of countless tripping hazards, better positioning of designated safe walkways and emergency evacuation routes, and the alignment of road markings with current standards.

44 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Transperth Hybrid Bus Trial Electrifying Auckland Rail

In 2013, Transdev WA obtained a state-of-the-art diesel-electric hybrid vehicle, which is being viewed as a possible replacement for the city’s existing CAT buses. The Hybrid was chosen as a test technology after a trip by the Minister for Transport, Troy Buswell, to the Volvo factory in Sweden. The trial compared the Hybrid technology against diesel and CNG technologies. Volvo Bus Australia General Manager, As the operator of Auckland rail services, Transdev Transdev Auckland has continued to innovate its approach Peter Duncan says Transdev WA’s CAT service is an ideal place Auckland has worked to continuously innovate the delivery to rail safety. In 2012, the business funded a rail safety song for this technology. of rail safety messages to the community. written by one of its Locomotive Engineers, Lawrence The trial commenced in February 2013, with an initial group of The development of a modern electrified rail network Foakes and, in 2013, in partnership with , hand-picked Transdev WA drivers who underwent intensive in Auckland has intensified in the past year with the KiwiRail and TrackSafe New Zealand, developed a cohesive driving training at the Volvo facility in Welshpool. Transdev WA installation of electrified overhead wires, the completion marketing strategy to raise awareness about the new training instructors were also involved in the training and were of a new train depot at Wiri, and the arrival of the first dangers of electrification. The marketing campaign was utilised to train the existing drivers when the trial was escalated to Spanish-built electric trains. featured online, in print, on radio, and in the community. include all Perth CAT drivers. Rosters and shifts had to be adapted with significant complexity to ensure the evaluation was a success. As the first electric trains enter service in mid-2014, A programme of rail safety expos to ensure the saturation Transdev continues to place emphasis on relationships with of rail safety messages continues in local communities The Minister said the hybrid trial represented a $1 million its partners and local communities to ensure the people of via schools. commitment by the State Government, about $600,000 of Auckland are aware of the risks (25kv overhead wires and which is the cost of the new bus and, by embracing this greener faster, quieter electric trains) and are educated about safe technology, it assists in keeping at the forefront behaviour around the rail corridor. of the Australian transport industry. Transdev WA is proud to be partnering Transperth in this project.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 45 Value for Money

Being a global company, Transdev The Think BIG series (Business, Inspiration, Growth) was organised globally and held three times during 2013, twice in has the advantage of drawing Paris and once in Dublin. The events brought together Transdev executives from around the world in one room to discuss best on experience from around the practice across a multitude of disciplines, such as business world. Transdev encourages and development, tender writing, marketing and business strategy. Events like these not only inform our leaders around the world facilitates a culture of sharing on best practice, they also re-energise and allow members time best practice, ideas, innovation to think about their operations objectively for the benefit of improvement, innovation and value. and events to help build upon Our ultimate goal is to achieve the lowest unit cost per annum local expertise. Our thorough while still meeting service delivery requirements. This goal is achieved differently in each business, but invariably involves understanding of public transport the following strategies: operations has enabled us to 1. Identify and deliver revenue opportunities identify practical ways to improve 2. Identify and deliver cost efficiencies 3. Enhance risk management and contingency planning value for money and do so in a and procedures transparent manner. 4. Establish and maintain transparent reporting systems The roll-out of the global Transdev Performance Management Model, which was initiated in Europe in 2013, will help to garner efficiencies within each business and will more closely align operational metrics to financial outcomes.

46 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 47 Value for Money

Revenue Protection at Transdev Melbourne

Working with Public Transport Victoria (PTV) and other Melbourne transport operators, Transdev Melbourne has developed a Network Revenue Protection Plan that allows for joint deployment strategies with other transport modes, and facilitates smarter, more cost effective allocation of resources. A specific example of this is the joint venture with Yarra Trams. Yarra Trams Authorised Officers (AOs) are stationed at common bus/tram interchanges where they can check the tickets of customers from both modes as they alight the different vehicles. The benefits of this are: • More ticket checks can be performed in a given timeframe • Access to an increased number of customers • Revenue protection activity achieves greater visibility among the general public • Shared resources, in terms of administration to complete, verify and forward fines to PTV Caltex Diesel Supply The increased presence of AOs on our services means that our drivers are better supported and can focus on performing their In August 2013, Transdev completed a national diesel tendering daily tasks. It also improves customers’ perception of safety on process. As a result, Caltex was appointed as our provider. public transport and consequently improves the overall image The three-year contract with Caltex (five years for Transdev of public transport. Melbourne) will generate an estimated saving of $325,000 per The operators from the different modes benefit from working annum, provides next-day delivery on orders placed before together as they can share their experience and knowledge 12pm the previous day, and delivery within a maximum of of revenue protection issues and, in particular, hear about 36 hours for orders placed after 12pm the previous day. some of the fare evasion tactics that customers are using. The contract represents an improvement in the efficiency of our fuel delivery, in terms of both service and cost-savings.

48 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 49 Our Innovation

Meeting the challenges of tomorrow As a result of this culture of collaboration and sharing, Generating and Sharing Ideas a number of innovations have been delivered to In the communities we service, the demand for high quality, Australasian clients and customers. These have included: We develop and share our ideas, knowledge and best practise efficient and well-designed public transport has never been experience through a variety of forums, publications, • Listen – a customer feedback management tool, higher. We need to be innovative in the delivery of our services communications platforms and conferences. developed by Transdev in France and implemented to meet new customer, client and community expectations and in our NSW and Melbourne bus businesses to get greater use out of existing public transport systems. Innovation Management Unit • Meet Our Managers – which began in Melbourne, As part of a global multimodal passenger transport group, was implemented and improved by our Auckland The Innovation Management unit seeks out high-potential Transdev Australasia has the advantage of tapping into business, and has now been introduced to our projects to assist and promote, meeting three times a year the wealth of experience and knowledge of our worldwide Harbour City Ferries operations to share ongoing projects and assess their potential to be operations. For every problem we may encounter, there is redeployed in other Transdev businesses. someone else in our organisation who has experienced it • Web’vibe – a custom-made web and social media before. Our blend of local and international expertise provides monitoring solution, developed for operations in Innovation Portfolios us with access to world’s best practice in innovation, enabling France and implemented in the Transdev Melbourne Transdev’s innovations and initiatives are captured in a series us to build on our experience and offer a range of innovations. bus business in 2013 of ‘Innovation Portfolios’, which track development from In addition, many of the case studies mentioned in Transdev encourages a culture of sharing best practice, ideation through to incubation, pilot and deployment. Achieving Together contain various innovations made innovation, experiences, and programs between teams and At each stage, an innovation is subject to a robust decision- possible by the group’s learning culture. countries that add value to local expertise, and promote making process to assess whether it is worth pursuing to collaborative thinking for the identification of potential the next stage. The aim of the Innovation Portfolio is to find, innovation projects. The continual generation, development select and analyse group projects worldwide which add value and sharing of new ideas is what helps keep us ahead to our operations. We produce portfolios of expertise across of our competitors. all business areas to highlight best practice examples from our global operations, e.g. customer experience, integrated networks, and bus rapid transit.

50 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Expert.Net Think BIG Events

Social Innovation: Expert.Net is a knowledge sharing platform through which Think BIG (Business, Inspiration and Growth) are regular events Transdev Auckland Rail Safety Song Transdev shares international best practice solutions. It is an where managers from across the global Transdev group gather internal, web-based portal providing the latest international to share knowledge, business ideas, inspire each other and look Each year, Transdev Auckland takes part in a school best practice processes and procedures from Transdev for growth opportunities. rail safety campaign. In 2012, Transdev Mechanic businesses around the world. Expert.net accelerates the spread The Transdev Library Lawrence Foakes produced a rail safety song to use of information, connecting staff from across the world, and as part of the campaign. The song was developed encouraging cross-border collaboration. It features dedicated The Transdev Library contains a wide range of topics, into an animated video which was shown to school and highly specialised networks of expertise, from mode reference points and contacts across the business. It also children and also placed on YouTube, where it operations, fleet management, and revenue risk to surveys, includes the Transdev App Library, which is a list of all the has received more than 1,500 views. The initiative customer experience, environment and sustainability, and various apps that have been developed across the global resulted in high levels of engagement with the skills, training and development. business to share and develop. rail safety campaign and subsequent improved behaviour near railway tracks. In 2013, a new version Mobility Lab The Transdev Collector of the song was created to include new safety issues relating to the arrival of electric trains on the The Mobility Lab explores mobility issues, developments and The Transdev Collector is a compilation of practices and Auckland rail network. opportunities, designing innovative services and visions for systems, contextualised with results, for businesses across the future of mobility with a Think Tank on desirable mobility, the organisation to access, search and learn from. The Collector Transdev Innovation Group Portfolio 2013 a process of open innovation and co-creation with regional enables businesses to learn from each other’s experiences stakeholders and elected officials. and decide if initiatives are replicable or inspirational for their local business. Learning and Development Live Magazine The Transdev Way Staff are encouraged to contribute to our innovation culture Live, a quarterly print magazine produced for and distributed through our training and internal management processes, by The Transdev Way describes the way our company as a whole to our global internal audience, features news, highlights discussing ideas and providing support for the development addresses a topic. Transdev ’s unique methodology, processes, business developments, and shares insights and initiatives and introduction of innovations using robust processes to tools and programs are introduced and illustrated by Transdev across the group. It is a port of call for learning about what ensure we are always working towards our business objectives. case studies. External practises and competition are also is happening in different businesses across the group and Staff development includes formal training, conferences, benchmarked. This is to encourage operations to implement provides a contact point for finding out more about specific events, mentoring and on-the-job training, which all support the Transdev Way as the best way. initiatives and developments. the culture of innovation by exposing individuals to new ideas and methodologies and allowing them to challenge the status Innovations Watch quo. Our learning and development program draws on our national and international network to expose our people to Innovations Watch captures innovations in transport around different ways of operating and to introduce new ideas that the world. Articles are archived on Expert.Net. encourage thinking in ways to improve our operations and provide better customer service.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 51 52 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Our Corporate Responsibility Strategy

The Transdev Group, Global context The Transdev CR strategy was first developed in 2008 and updated in 2011 to form a three-year plan. This year, prompted headquartered in Paris, has The key principles of the Global Compact are: human rights, by the divestment of Veolia, we took stock and reviewed our labour standards, environment and anti-corruption. efforts under our CR strategy. Our review has enabled us to been a signatory to the UN commit to taking a much more prominent step forward in the In addition, in 2013 the Group launched its global Ethics Policy, area of CR. The review process allowed us to take a look at the Global Compact since 2003. which is focused on adhering to 21 ethical principles directly causes we support and the focus of our efforts. To embed the linked to our Values. These principles are instilled in our people redefined direction, a CR Charter was created to showcase Its participation in the Global from the day they join the company and are reinforced via our commitment to CR, our staff and our clients along with regular communications in writing, meetings, workshops, and Compact, and resulting pledge a revised CR strategy for 2014. through our annual staff awards program. Our Ethics Policy to support and promote its is supplemented by a Financial Officers’ Code of Ethics and a Supplier Code of Conduct (which is based on the key principles principles within the Group’s enshrined in the Global Compact). sphere of influence, is an For Transdev, Corporate Responsibility (CR) means meeting important consideration the needs of our clients, customers and staff, without compromising the needs of generations to come. Being a in the Group’s Corporate public transport provider, Transdev operations are inherently better for the environment and expanding cities than individual Responsibility Policy. cars, which is why our ambitious overarching CR goal is to make cities more liveable by increasing awareness of the benefits of utilising public transport.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 53 Our CR Framework Our Objectives

To shape the future direction of CR, a new framework for • A measurable increase in patronage and customer communicating and conceptualising our CR work (both satisfaction internally and externally) was developed. This framework is • Greater awareness of the positive impacts of public shown on the opposite page. Growing Responsibly has three transport key areas of focus: shaping our communities, protecting our environment, and inspiring our people. • Higher levels of staff engagement • Building stronger, broader relationships with our clients All of our CR initiatives now fall under this rubric. The framework is purposefully ambitious and reflects Our Promise (the outer ring) and the vision for the overall business (acknowledged leader).

54 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS RM PERFO ANCE

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ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 55 Our Corporate Responsibility in Action

This section shows our Corporate Inspiring our People Payroll Giving ‘Spirit’ Implemented in 2009, Spirit is our payroll giving scheme, Responsibility Strategy in action, Inspiring our people through promoting whereby staff have the opportunity to give to a number of listing our achievements for 2013 diversity, implementing training and supporting charities, match-funded by Transdev up to $500 per person, our cause partners. per year. against our targets for the year. Support our staff in connecting with communities Before the CR review took place, we officially supported more through Spirit – our payroll giving scheme than 20 charities through the payroll giving scheme. The charities have been reviewed for 2014 to form a much more Ensure our business strategy is supported by a meaningful program, aiming to achieve effective relationships national workplace relations strategy with partners and a streamlined message surrounding what Ensure we encourage skills transfer from our causes we support across Australasia. current workforce to our future workforce We selected the most prominent causes that Transdev through the continued success of our national currently supports: mentoring program Increase our efforts to be an employer that values • Cancer research and awareness and respects diversity • Animal welfare Identify specific programs to improve the health • Awareness for depression and anxiety/ and wellbeing of staff helping those in need Key Develop a Reconciliation Action Plan en route in • Caring for sick children Achieved or ongoing order to engage with indigenous communities In progress Not yet achieved

56 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Under these headings we were able to place the top three Health and Wellbeing most supported charities, plus some additional charities that The continued promotion of health and wellbeing to our staff we feel align with our business and our causes. Identifying the is very important to Transdev. In 2013, several programs were causes that we stand for allows us to tailor our CR efforts much implemented across the business to promote healthy lifestyles more effectively into the future, and continue to develop the to our staff. These included: program and other initiatives surrounding the program. • Free health checks in Victoria, offered to all staff Our Spirit payroll giving scheme is currently supported by almost 10% of our employees and we hope to increase the • The Transdev Australasia safety campaign focused an level of commitment to Spirit and the awareness of our entire quarter of the year on health and wellbeing topics, causes among staff in the coming year. Since 2009, more promoting healthy eating, exercise and mental health than $400,000 has been donated to our charity partners. • All three Queensland businesses conducted the 10,000 To learn more about our partners, please visit our website: Steps Workplace Challenge (see case study on page 41) transdev.com.au. • WA participated in the Global Corporate Challenge for the Diversity third year running We firmly set the foundation for diversity in 2012 with the • Melbourne bus developed a comprehensive health and development and executive signing of our diversity charter. wellbeing campaign for implementation in 2014 The charter sets the goalposts for what we mean by supporting • Our national safety campaign for 2014 was developed diversity in our organisation and the way in which we progress and will include two year quarters of health and wellbeing our journey with meaningful action. activity, covering physical fitness and mental health Diversity will be a key communication message during the implementation of the Racism. It Stops With Me campaign, a key initiative for 2014, internally and externally, which is explained further on page 58.

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 57 Shaping our communities ‘RACISM. IT STOPS WITH ME’ is a key initiative of the Protecting our Environment National Anti-Racism Strategy launched by Australia’s Race Shaping our communities through the support Discrimination Commissioner in August 2012. The campaign Protecting the environment in which we operate, of our chosen four causes as well as the local invites all Australians to reflect on what they can do to counter through awareness, action and innovation. racism wherever it happens. programs and initiatives we deliver, in partnership We will extend our Eco-Drive program to affect the with communities and stakeholders. Research has shown that workplaces are places where racial discrimination occurs, as well as where change can behaviours and performance of drivers and help to Invest in the local communities we serve through our be encouraged and supported. Workplaces and public reduce energy use across all modes of transport national Week of Action initiative transport networks are common and natural environments We will proactively work with our contract partners Capture and monitor our total community investment for contact between people from diverse racial and cultural to source and pilot low-carbon fuels backgrounds. Employers can therefore play an important role Take a proactive approach in communicating with Build NSW’s first bus depot that demonstrates in modelling sound practises. Harnessing diversity can benefit all TDA stakeholders by reporting annually on our sustainable principles in its design and operations productivity, market share, promote innovation and improve financial, social and environmental performance employee relations. Ensure every Transdev business has the latest Each of our businesses regularly engage with local community environmental, safety and quality accreditations Transdev Australasia has an incredibly diverse workforce – our groups, charity organisations and sporting clubs in their local recent Staff Communications Survey identified 31 different Ensure our offices are ‘green’ and seek to reduce, operating area. In addition to these relationships and our Spirit languages spoken at home by our employees. Our employees reuse and recycle in all aspects of energy, water and activities, Transdev will be introducing a Week of Action across deal on a daily basis with the rise in racial incidents on public resource use the Australasian businesses during 2014 in partnership with transport, which is unfortunately climbing at an alarming rate. Globally, a new manager has been appointed to head up local authorities and organisations to promote awareness about Our interest in creating a safe environment for our staff and our Sustainability in Paris. With this, a new focus on this important the benefits of public transport and the role transport plays customers has led Transdev to officially sign up to become a area of the business will take shape over the coming year. in creating more liveable cities. The details and results of this formal supporter of the campaign, commencing early 2014. campaign will be documented in next year’s report. In addition to international action, Transdev Australasia This commitment will involve signing the supporter agreement, continues to conduct local initiatives in this area. Creating Safe Travellers…for Life (see case study on page meaning Transdev agrees to: 24) is an excellent example of local community partnerships, funded through our CR strategy in 2013. This Transdev NSW • Endorse the campaign initiative has been shared across the US, Asia and Europe via • Promote the campaign through our communications our Transdev network among those who operate school bus channels services looking to promote safety. This program will likely be • Identify specific activities that our organisation can adopted across our other Australian bus businesses over the undertake to support our stance against racism coming years.

58 ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS Business Initiative Duration

Transdev Be Ferry Green campaign – an internal campaign that targets staff in an effort to keep environmental preservation front-of-mind. 3 years, ongoing Brisbane Ferries Greenfleet carbon offset program – annual membership to allow planting of biodiverse native trees to offset the business’ carbon 3 years

emissions. In 2013, 129 native trees have been planted to offset the 34.4 tonnes of CO2 generated by our maintenance vehicles. All cardboard and paper waste sent to VISY for recycling. 3 years

Transdev NSW South Granville Depot design incorporates several environmental and cost-saving features: Since August 2012 • Solar reflective window coating • Recycled water used for bus wash • Building designed for cross ventilation, reducing the need for air conditioning • On-site storm water management. Damaged aluminium body panels to be recycled. Commencing 2014

Transdev Auckland Donation of all old phones to Starship’s mobile phone recycling initiative. 3 years The charity refurbishes/resells the phones to raise money for the Air Ambulance service they provide. Low energy lighting installed during the Auckland office refurbishment, including adjusting to ambient light levels. July 2013 Reduced power usage by 9% for the floor. Brand new Wiri Depot design incorporated several environmental and cost saving features, including: July 2013 • Water from the car park surfaces drain into wetland flower beds • All lighting and air conditioning are controlled by sensors • The train wash plant recycles all water used through a very advanced carbon filtering system and also treats the rinse cycle so that the water doesn’t ‘streak’ the paintwork. Transdev Melbourne Drivers will be progressively trained in fuel-efficient driving techniques. Commencing 2014

Transdev Queensland 4 x 10,000 litre tanks installed at Capalaba Depot. 3 years

Water recycling plant installed at Capalaba bus wash facility. 3 years

Transdev WA Refurbished recycle system at Joondalup depot focused on bus wash water. 6 months

Power-saving light globes fitted to most workshops. 3 years

ACHIEVING TOGETHER 2013 – DELIVERING OUR COMMITMENTS 59 Cash Time In Kind Mgt Costs

Cash Time In Kind Mgt Costs

Energy Efficiency Opportunities (EEO) An audit of environmental initiatives was conducted across How Transdev Contributed the business in 2013 to take stock and document the initiatives Nationally, we have expanded our initial pilot of Eco-Drive currently in place, some key initiatives are listed opposite to commission a sample research project for the purposes of reducing our energy consumption, as part of our EEO plan. Measurement of our CR efforts A representative sample of 10 buses across the Transdev 10% NSW (TDNSW) and Transdev QLD (TDQ) businesses has been Transdev Australasia has used LBG Australia selected. The buses belong to different age generations 28% 10% and operate on varied routes (fast and slow) and in different & New Zealand to verify its community topographic environments. The fuel consumption of these contributions under the areas of cash, in kind, Cash 28% buses, various conditions and maintenance regimes will be time and management costs since 2012. Time scrutinised in order to analyse the results and determine if In Kind Cash there is a more efficient make of bus, a more efficient way Contributions in 2013 can be seen in each heading (opposite). Management Time Costs to drive a bus or even an optimum way to maintain a bus. The graph opposite shows significant variation between 2013 4% In Kind Management The quality of the data acquired is of great importance since and 2012 under the areas of time and cash. Costs 4% each parameter might only produce an improvement of a few 58% percentage points. The ‘in kind’ variation, is due to increasing the effectiveness of our measuring methods to ensure we capture all of the costs For the assessment, TDNSW is providing real time data by associated with our initiatives, in addition to a large ‘in kind’ 58% using state-of-the-art on-board monitoring systems using donation Auckland made during the year. The other significant GPS technology, engine parameters and instantaneous fuel increase is in cash, doubling last year’s donations as a whole. consumption. TDQ has constrained the operation of its buses As we get more proficient in capturing the data across our belonging to the representative sample with fewer drivers diverse businesses, we will have a clearer picture of the Transdev Community than usual and more repetitive routes in view of decreasing significant impact we make. the statistical variation of the day-to-day fuel consumption Contribution Snapshot and improving data quality. Results from this research will be Since 2009, donations made through payroll giving, including match-funded contributions, totalled $400,900. With the available early in 2014. 400000 restructure and heavy promotion of CR planned for 2014, 2013 Internal Environmental Communication it is expected our cash, in kind, time and management costs 2012 Environmental focus at work and at home will be brought to the will all increase by at least 10% – 20%. forefront of our messaging in 2014, through a series of internal Measurement and evaluation of Corporate Responsibility campaigns. Locally, each of our businesses perform very well efforts in 2014 will continue to be measured under cash, 200000 (within significant constraints relating to infrastructure owned time, in kind and management. by our clients), with all Transdev businesses achieving safety, environment and quality accreditations in 2013, but awareness For more information and to read our Corporate and sharing of best practice is limited at present. Responsibility Plan for 2014, please visit our website: transdev.com.au/media-centre/publications. 0 Cash Time In Kind Management Costs

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Transdev Australasia Pty Ltd GPO Box 5092 Melbourne VIC 3001 www.transdev.com.au