Sydney Trains Annual Report 2019-20
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Sydney Trains Annual Report Volume 1 • 2019–20 Sydney Trains 477 Pitt Street Sydney NSW 2000 Visit transportnsw.info or call 131 500 (24 hours, 7 days a week) Executive reception hours Monday to Friday 8.30 am to 5.30 pm Follow us on Twitter Sydney Trains network @TrainsInfo @T1SydneyTrains @T2SydneyTrains @T3SydneyTrains @T4SydneyTrains @T5SydneyTrains @T7SydneyTrains @T8SydneyTrains @T9SydneyTrains Follow us on Facebook facebook.com/sydneytrains linkedin.com/company/ sydney–trains This Annual Report was produced wholly by Sydney Trains officers. It can be accessed on the Transport for NSW website transport.nsw.gov.au ISBN: 978-1-63684-435-0 © 2020 Sydney Trains Unless otherwise stated, all images (including photography, background images, icons and illustrations) are the property of Sydney Trains. Users are welcome to copy, reproduce and distribute the information contained in this report for non–commercial purposes only, provided acknowledgement is given to Sydney Trains as the source. Letter to Minister The Hon. Andrew Constance MP Minister for Transport and Roads Parliament House Macquarie Street Sydney NSW 2000 Dear Minister I am pleased to submit for presentation to Parliament the Sydney Trains Annual Report for the financial year ending 30 June 2020. The annual report has been prepared in accordance with the Annual Reports (Statutory Bodies) Act 1984, the Annual Reports (Statutory Bodies) Regulation 2015 and the Public Finance and Audit Act 1983. Yours sincerely Suzanne Holden Acting Chief Executive Sydney Trains 13 November 2020 Letter to Minister • iii Foreword 2 About us 6 About Sydney Trains – overview 8 Who we are 8 Our strategic priorities 12 Key facts and figures 14 Annual Report 19–20 Annual Report Financial performance 18 Revenue and expenses 20 Government and other contributions and other comprehensive income 20 Transport entity cost recoveries 20 Contents Performance against budget 20 Maintenance expenditure 20 Capital investment 20 Achievements 24 Connecting our customers’ whole lives 26 Successful places 40 Transport systems and solutions that enable economic activity 44 Our organisation and people 48 Our organisational structure 50 Thriving people doing meaningful work 54 Corporate governance 66 iv Governance 68 Insurance 68 Fraud and corruption control 68 Audit and risk management 69 NSW cyber security policy attestation statement 72 Appendices 74 Customer satisfaction 76 Work health and safety performance 78 Major works in progress 78 Research and development 79 Access to government information 79 Overseas travel 83 Legal 83 Privacy and Personal Information Protection Act 1998 85 Public interest disclosures 86 Grants to non–government community organisations 87 Payments to consultants 87 Payment of accounts 88 Environmental compliance 89 Insurance management 89 Investment management 89 Implementation of price determination 89 Annual report production costs 89 Abbreviations and acronyms 90 Abbreviations, acronyms and definitions 92 Sydney Trains Sydney Contents • 1 2 Sydney Trains Annual Report 19–20 Foreword Foreword • 3 Annual Report 19–20 Annual Report From the Chief Executive It is a privilege and an honour for me to join The COVID–19 pandemic changed our business the Transport cluster and drive the business in many ways but it has also highlighted of Sydney Trains, while ensuring service the extraordinary resilience, creativity and and operational excellence continues to be determination of staff to meet and manage delivered to our customers every day. As uncertainty and the challenges of change, while Sydney Trains' Acting Chief Executive, I look still providing essential services, maintenance forward to the responsibility and challenge and infrastructure programs. We helped to of leading an organisation that provides such support essential workers in getting to work at 4 an essential service to the Greater Sydney the same time as keeping our workers safe and community. I would like to acknowledge helping to stop the spread of COVID–19. We Howard Collins and Stuart Mills who also led were also able to take advantage of the reduced our organisation this financial year and the numbers of customers using our network to continued role Howard plays in shaping the accelerate maintenance of our infrastructure future of transport across Greater Sydney. and fleet assets, which all helped to keep people in jobs and the NSW economy moving. We all know this year has been difficult and the entire leadership team has provided a steady Sydney Trains is proud of what we achieved and reassuring hand during what has been an over 2019–20 as we continue to work towards extraordinary period for our community. We ensuring our business is ready to meet the have responded to the devastation of the fire expectations of our customers and the season, the flooding that hit parts of NSW communities we serve now and into the future. and, of course, something that none of us have We are focused on connecting our customers’ experienced before, the COVID–19 pandemic. whole lives by delivering a safe, reliable, clean and efficient rail service. We have delivered The unprecedented scale and ferocity of the more new trains and made improvements and fire season affected our network operations digital upgrades towards a safer, more resilient, in many different and critical ways and railway system capable of providing more directly affected some of our colleagues, services and driving a stronger economy. We friends and family members. Under these are integrating with other modes of transport, extraordinary circumstances, individuals and including the new Sydney Metro, Light Rail teams consistently worked together to ensure and buses to help provide our customers with there was minimal disruption to our customers a seamless transport experience. We have and the services they needed. The Blue focused on improving our customers’ journeys Mountains Line was hardest hit and more than and creating successful places by providing 300 employees worked over 150,000 hours upgraded and accessible stations and timely, to restore full service to the line by 23 May. accurate communication and information. Sydney Trains Sydney Safety for our customers and our people As we move forward we will continue to continues to be at the core of everything transform the way we do our business, putting we do. A team of safety professionals is the customer at the centre of everything we embedded across our organisation to drive do, delivering operational excellence every our safety culture initiatives. We will continue day, and making sustainability a key driver to create the best possible place to work of how we run our business. As a leadership and to keep our people safe and healthy. team we will seek to make decisions that are focused on the greater good and ensuring Our people are at the heart of everything we are fit for the future – for our customers, we do and what has resonated with me is our people and the broader community. the strong sense of pride our people have in what it means to be part of Sydney Trains. The executive team and I know that the success Whether we are helping customers with of Sydney Trains is achieved by the individual information at one of our 169 stations, keeping efforts of each and every one of our people and our service moving, maintaining and repairing we are pleased to highlight our achievements the network, looking after our customers on and the way we contribute to making NSW their journey, or helping to manage services a better place to live, work and visit. for our 11,000–strong workforce, there’s a real appreciation of the importance of our roles in keeping Greater Sydney moving. It’s a rare and valuable workplace culture that we should be proud of and one built on respect, support and the commitment of our people. Suzanne Holden Acting Chief Executive Sydney Trains 13 November 2020 Foreword • 5 6 Sydney Trains Annual Report 19–20 About us About us • 7 About Sydney Sydney Trains is committed to: • playing a role in connecting our customers’ Trains – overview whole lives • making successful places for communities Sydney Trains is a NSW Government • transport systems and solutions that enable Agency constituted under the Transport economic activity Administration Act 1988 (NSW). Annual Report 19–20 Annual Report • ensuring our people thrive doing Transport for NSW (TfNSW) is the lead meaningful work. government agency in the Transport cluster and is responsible for managing and shaping the future of the whole transport system in line with NSW Government priorities. Who we are From 1 July 2019, Sydney Trains became part of the Greater Sydney division of TfNSW to deliver a more united transport model with a Our vision greater focus on customers and communities. As part of Greater Sydney we operate and Sydney Trains’ vision is to be a world–class, maintain the heavy rail network and provide customer–focused operator and maintainer of rail services for passengers and freight. the rail network and to deliver quick, frequent and reliable services to Greater Sydney. Together with Sydney Metro, State Transit Authority, NSW TrainLink and TfNSW's other transport operators we work to provide safe, integrated, seamless journeys for our customers. Our operating model Sydney Trains is Australia’s largest public Customer at the Centre is at the heart 8 transport system with an annual patronage of Sydney Trains’ operating mode. approaching 400 million. We carried more passengers than Australia’s other four major This customer–centric model shifts our thinking urban rail operators combined. However, from moving trains to moving customers. It the impact of the COVID-19 pandemic saw focuses us on putting the customer at the patronage levels decline to 295 million in centre of everything we do so we can meet their the 2019-20 financial year. This unparalleled needs and wants, while ensuring economic and growth has been paused and future demand environmental sustainability.