KEY CLIENT INSIGHTS TRANSPORT FOR NSW

Getting to really know the Transport for NSW (TfNSW) business and the context with which it operates in is no small feat. Complex stakeholder engagement, political delivery sensitivities, the identification of Beaton hot buttons and timely responsiveness to client needs are all in a day’s work for Colin and his Client Engagement Team (CET). The team are tailoring their servicing of TfNSW by truly listening through a range Colin Dominish of channels – eSurveys, Client Care Visits and their InTouch Relationship Manager – challenge being conducted by the CET. They are connecting the Transport for potential and learning that the more the team can empathise NSW with TfNSW’s hopes, intent and aspirations, the more they can help them succeed.

Describe GHD’s relationship with within the operating agencies, and TfNSW? across all the major project delivery offices. At the moment, just the TfNSW is more than three times main divisions within TfNSW have larger than GHD in terms of staff 28 Executive Directors. Our CET has numbers, so it’s no surprise that our been running an InTouch Challenge relationship with them is both multi- to meet with each of these Executive Colin’s top faceted and multi-layered. tip for great Directors. They have managed to client service: Looking at the diagram overleaf, you meet with 16 of them (and then Spend twice could put many names from both as much time update InTouch) over the last six listening to the TfNSW and GHD in almost every box, months. client as you do as we have a relationship with nearly talking to them. every facet of the department. What can you tell us about TfNSW’s And then tailor Those relationships extend from plans for the next few years? your delivery to suit what is the very top, with Ministerial and For anyone who has lived in or most important Secretary level relationships, visited over the last few to them. right down to key delivery people years, you will know that many areas of the city are earmarked for for the WestConnex M4 to M5 Link the development of new transport from Ashfield to St Peters. Sydney assets worth billions of dollars to be Metro West will begin construction constructed. A few developments between the city and , and are underway already, including the link in with the new Parramatta Light Sydney , M4 Widening and Rail. Multiple upgrades right across North West Metro. Over the next few the road network will be constructed years TfNSW will kick off the largest to improve traffic flow and make construction program ever seen in use of more dedicated bus lanes. Sydney. Twin tunnels will extend Central Station and will under Sydney Harbour as the Sydney get complete makeovers. Western Metro extends from Chatswood in Sydney will continue to receive the North to in the South heavy investment – particularly in West. Tunnelling will be undertaken road upgrades. These developments

Strategy to 2020 Client service will be the major leverage used the AUD10 million in fees in FY17. We by current Liberal government in are not expected to find another seeking re-election in 2019. Their project of that magnitude in FY18, main platform is on delivering but an additional AUD60 million in Tomorrow’s Sydney – based on major fees is still anticipated. Our strategy transport upgrades across the entire to address this lies in the pursuit city. Putting all that aside, TfNSW has of upcoming major projects – we a number of up and coming projects are well positioned for a number in the west and south of the state of major projects about to begin that will see further improvements construction, but the revenue to our freight productivity. There is will come from our construction at least AUD1 billion to be spent on partners who are working on Central West highway upgrades, projects like WestConnex, Sydney and another AUD1 billion from Metro and Wollongong down the south coast. for TfNSW. What is our forecast revenue from An update to the Transport Long TfNSW? Term Master Plan is currently underway, which will earmark many FY17 is forecast to see the largest more projects for GHD to engage revenue for GHD from TfNSW ever directly with TfNSW. We have bid (refer chart below), and the client for some of these projects such as becomes one of our biggest globally. the Western Sydney Freight Line We are currently completing one of Strategic Environmental Assessment our largest projects ever undertaken and Port Botany strategic container for the client – the Woolgoolga transport study, these studies will to Ballina section of the Pacific form the basis of the major projects Highway duplication. GHD had a of tomorrow. We need to move up large project team working on the the value chain by positioning much Glenugie to Maclean section of earlier in the project lifecycle by the Highway, conducting detailed increasing the involvement of GHD design from our Artarmon office. Advisory with the client. This project earnt GHD more than What are TfNSW’s ‘hot buttons’? Despite these being the most important elements of delivery The first diagram below was derived for TfNSW, they are not necessarily from the internal Contractor what differentiates GHD from our Performance Reports that are competitors. Some further analysis provided for each project by TfNSW conducted by the CET (refer second staff as they give feedback to their diagram below) found that we can suppliers. It has also been tested best differentiate by focusing on the against feedback from Beaton, who third element – reliability. run a yearly survey on professional services organisations across Based on this analysis, the CET now . It indicates what most spend the first ten minutes of each respondents considered most monthly meeting discussing ways in important to them when having their which we can enhance our reliability. projects delivered. You can see that Since these discussions started in TfNSW highly value our Technical October 2016, our score has improved Expertise, which is considered twice from an average of 3.6 to 4.4. To as important as every other measure differentiate, we must continue apart from Cost Consciousness. raising this score.

Strategy to 2020 Client service How does TfNSW perceive GHD? underway within the CET to improve this connection and to position us up TfNSW often comment on GHD being front to assist TfNSW plan the future. a key partner in their endeavours to build Tomorrow’s Sydney. How does GHD deliver great client They acknowledge our technical service to TfNSW? expertise and long history of solid Over the last 12 months (refer chart performance, and they value the below), GHD has consistently scored level of resources we can apply to better with TfNSW than the average their projects. They see us as a core client (approximately 4.3) and better delivery partner for concept and than the national target of 4.5. This detailed design of their projects. comes from having a long standing Where we need to improve the relationship where we understand perception is in the front end what the client wants, and how of the lifecycle – helping them they want it. Where we need to plan strategically for the future. improve, as mentioned earlier, is This space is occupied heavily by in our Timeliness (or Reliability). Aecom and WSP, who are currently A shortage of key resources undertaking much of the strategic continues to challenge our ability feasibility work for upcoming to meet timeframes for delivery, projects. We can address this by at a time where the program or further engaging GHD Advisory – schedule for each project has major particularly where we can show political sensitivity. Our work in hand the impact technology can play in and pipeline has grown strongly providing better customer service over the last 12 months - to deliver outcomes for TfNSW customers. quality outcomes for TfNSW we are There are a number of initiatives committed to hiring key resources. What are some signature projects GHD has delivered with TfNSW? GHD has been involved in differing stages of all the major projects currently underway with TfNSW, and a myriad of smaller engagements. We currently have teams working on , Sydney Light Rail, the CBD Coordination program, Pacific Highway upgrade, Western Sydney Infrastructure Program, and the Easing Sydney’s Congestion program. Our role on the multidisciplinary design panel continues to grow. We are planning to be involved in upcoming projects such as the Circular Quay upgrade, Central Walk at Central Station, Sydney Metro Chatswood to Bankstown phase, WestConnex Stage 3 and many other projects within the 100+ opportunities within our pipeline.

Strategy to 2020 Client service