2019/20 year in review We EMPOWER your freedom to move everyday

Because movement is essential to meet, work…or simply to live, we are proud to transport 26 million Victorians each year. We care for our teams, clients and passengers and are committed to continuous improvement. We share our experiences and vision of mobility with our stakeholders, employees, partners and clients, and create opportunities to contribute to a better society. We dare to meet challenges and step out of our comfort zone in order to offer the best solutions and innovations. We give people the freedom to move. We are a trusted partner. We are people moving people. We are Journey Makers.

2 Message from the Managing Director

Loretta Lynch, Managing Director, Transdev Melbourne. Journey Maker since April 2020. We would also like to acknowledge the vision and support of the Victorian Government and our client, the Department of Transport for funding an order of 100 new , enabling us to replace nearly a quarter of our fleet. This ongoing collaboration has been critical to the transformation of our business. Likewise, the strong and constructive relationships we have built with regulators and stakeholders including Transport Safety Victoria, the Ombudsman, Transport Workers’ Union, Australian Manufacturing Workers’ Union, Victorian Police and councils have immeasurably strengthened our business. Never before has this collective support been more important, as we continue to operate our essential We are part of a global network service despite the challenges presented by COVID-19. of Journey Makers with deep We are exceptionally proud to work in partnership with the Department of Transport to ensure those Victorians mobility expertise and a passion who rely on public transport to safely and reliably for moving people. complete essential tasks can continue to do so. During the year, we also continued to lead and innovate, We are exceptionally proud of our achievements drawing on our expertise as Europe’s leading zero in 2019/20, including achieving and in many cases emissions mobility provider, to: exceeding, all of our contractual KPIs. • launch Victoria’s first locally built, fully electric We know the strength of our business lies with trial our people, so I would like to take a moment to wholeheartedly acknowledge their exceptional • ensure high quality, more environmentally friendly contribution. Through their dedication, resilience and vehicles were delivered seamlessly into service professionalism we have: on time and on budget as part of the Victorian Government’s 100 bus order. • materially improved safety including a 47% reduction in lost time injuries Each day we come to work, we are passionate about moving Victorians and getting them to where they need • significantly improved the customer experience to go. including reducing customer complaints by over 30% and Public Transport Ombudsman Investigations by We are proud that this passion and united vision has over 60% helped deliver remarkable results which I am pleased to share with you. • increased punctuality and reliability to unprecedented levels, even before the impact As a business we faced some significant challenges of COVID-19 during the initial franchise phase, however our exceptional results over the past few years show that we • delivered workforce initiatives that increased have completely transformed our business. engagement and performance With your continued support, we look forward to being • given back to the communities we serve through a part of Melbourne’s transport landscape for many community partnerships with MacKillop Family years to come. Services and Very Special Kids and fundraising for Foodbank Victoria and Victorian communities Loretta Lynch affected by bushfires. Managing Director Transdev Melbourne

2019-20 year in review 3 4 Transdev Melbourne Our operation

49 123 total routes school routes

3 6 longest routes depots in the southern hemisphere 4,490Trips per day 534Fleet size

Servicing Number of 3,889 Journey Makers bus stops 1,349 26 Our services travel million 124,000 kilometres every customer journeys day each year

2019-20 year in review 5 2019/20 highlights and key results

Exceeded We recorded our punctuality zero lost target time injuries in the first half of 2020

Record Significant low Levels increase of early running in employee engagement

Achieved our tough reliability 100% target despite compliance record network on bus safety disruption inspections for six consecutive months

More than More than

30% 60% reduction in reduction in customer complaints Public Transport Ombudsman investigations

6 Transdev Melbourne 2019-20 year in review 7 8 Transdev Melbourne resilientWe are

COVID-19 dramatically changed the lives of all Victorians. While many Victorians are working from home, our team continue working hard to deliver an essential service for those who rely on public transport.

2019-20 year in review 9 Delivering an essential service during COVID-19 In response to coronavirus we undertook a number of decisive actions including: • Appointed a dedicated Coordinating Officer to oversee Transdev Melbourne’s response to coronavirus and act as a central point of contact with key stakeholders • Increased the frequency of cleaning and sanitisation of all our buses, including “high touch areas” such as handrails and posts, grab straps, seat top handles, window ledges and bell presses • Implemented social distancing measures through the creation of exclusion zones in the front sections of our buses and a trial of rear door boarding • Provided frontline teams with additional support such as reusable masks, sanitiser, customer contact protocols and tailored information and support as they work to keep our essential service running • Encouraged passengers, where possible, to stagger their travel times to comply with social distancing measures • Encouraged passengers to top up their before they travel to maintain social distancing between customers and drivers. There is now no cash handling on board • Installed passenger information in buses about key behaviours to prevent the spread of coronavirus • Implemented social distancing measures in our depots, as well as an ongoing comprehensive communications campaign to ensure our people have the most up-to-date information and advice on how to keep themselves, their colleagues and our customers safe • Updated our annual leave policy to give our people peace of mind and help them make informed choices about taking leave, as well as providing a period for drivers to cancel planned leave if they were unable to travel • Suspended all business travel and continue to provide remote or video-based communication alternatives where possible • Continued to closely monitor and act on the Victorian Government’s information and advice relating to coronavirus.

10 Transdev Melbourne As most Victorian students shifted to online education, we were proud to continue to operate more than 120 school services, with the support of the Department of Transport, helping students who couldn’t learn from home, get to school. We also supported school communities and Victorian families by ensuring the transition back to school was seamless throughout May and June. We continue to work closely with the Department of Transport, Department of Health and Human Services and other transport operators to ensure passengers feel prepared and safe when travelling on our services.

Just a note to say thanks for the buses that have kept running up Buckley St during the COVID shut down. For an old girl like me who isn’t driving anymore, they’ve been a godsend. So best wishes to the drivers and everyone working behind the scenes. Transdev customer feedback

I wish to thank you for your continued service during these hard times. Appreciate the service provided by each of your employees. A special mention has to go to your bus drivers. They are some of the most friendly, polite and helpful people I have ever come across. It’s always a pleasure travelling in the buses driven by these wonderful people. Transdev customer feedback

Our team of drivers are proud to be behind the wheel of our buses as we continue to communicate safety messages and express our gratitude to frontline workers via destination banners. The messages displayed on the front and side of some of our buses, acknowledge the incredible work of frontline heroes throughout the pandemic, remind Victorians that we’re all in this together, and encourage the community to take actions to flatten the curve.

2019-20 year in review 11 Creating employment opportunities during COVID

Ian Chen, Bus Driver, Sunshine West depot. Journey Maker since May 2020. Driving sightseers to Victoria’s top tourist destinations as Starting at Transdev in May based at our Sunshine West a driver for GLV Coaches for more than three years, Ian depot, Ian says; “Despite having experience driving Chen thought his job was relatively secure. buses, I still learnt a lot in the training. There are small, but important differences between driving a coach and As bushfires ravaged parts of Victoria in January Ian driving a public bus service. It was good to learn the began to notice a decrease in tourist numbers, but it differences and also experience Transdev’s approach to wasn’t until his employer shut down in late February customer service. due to COVID-19 that he began to look for other opportunities in the transport industry. Before coronavirus I A native Mandarin speaker, experienced customer thought coach driving was a service professional and driver, Ian was looking for a role in which he could utilise the skills he had gained in his secure job. I feel lucky that I have previous role. this job because so many people in Ian applied to Transdev through the bus to bus program, the tourism sector have not been attracted by Transdev’s global reputation and the easy transition to the public transport industry the tailored as fortunate as me. program offered for experienced drivers.

12 Transdev Melbourne Driving during COVID: Pru’s passion for providing a community service

Pru Rayner, Bus Driver, Heatherton depot. Journey Maker since January 2020. Driving a bus may seem far removed from Pru Rayner’s previous role as a social worker, managing a program for indigenous children experiencing homelessness in Broome Western , but she says her passion for community is what attracted her to bus driving. “My career has focused on my interest in people and the community, and as a bus driver, you get to meet a lot of interesting people. I’m quite a smiley and talkative person and it just takes one or two comments from me to break the ice, before a silent bus is filled with lively conversation.” Pru recently returned to Melbourne after 10 years working in community based roles, including with Corrections Victoria, before joining Transdev in January. She says the impact of coronavirus on the public transport network has meant fewer people catching the bus and a somewhat unorthodox start to her bus driving career. However, coronavirus has meant Pru has witnessed a number of acts of kindness and she says members of the community have been more willing to lend each other a hand. “The other day a number of passengers jumped up to help me with the wheelchair ramp – they are so supportive and tell me how much they appreciate the work we do. Honestly, it sometimes feels like we are a little community driving around in the bus because a small act of kindness has helped us connect with each other. One small gesture can change the experience of travelling for the passengers. For Pru, kindness is simple to define. It’s about understanding we are in this together, acknowledging the good and showing respect for everyone. She says, “A lot of people may be physically or socially isolated at the moment so simple acts of kindness, like a smile or friendly greeting, mean so much more at the moment.”

2019-20 year in review 13 14 Transdev Melbourne We are customer focused

Customers are at the heart of everything we do. Over the past year we have worked tirelessly to deliver a safe, comfortable and reliable service for our customers, achieving outstanding results.

2019-20 year in review 15 New bus order delivers a more comfortable and reliable service for Victorians

In July 2019, Transdev took delivery of the first of 100 new buses ordered by the Victorian Government. The new buses have improved the comfort and reliability of our service for customers across a third of the metropolitan bus network. Featuring mobile phone charging, robust air-conditioning, improved CCTV capability and an expanded accessible seating area the buses offer a pleasant and safer journey for Victorians. The arrival of the new buses also meant we were able to retire a significant number of buses from our fleet which were old and unreliable. The new buses which have already clocked up more than 1 million kilometres in service, were built in line with the Victorian Government’s Local Jobs First Policy, created jobs in Ballarat and sustained employment in Dandenong. The order is part of a $16 million investment by the Victorian Government to replace and modernise the ageing state-owned bus fleet. The remaining buses were delivered in July 2020, further improving the customer experience on our services.

I’ve driven a few of the new buses, nice smooth ride. Transdev driver

A good feature of some of the new buses is a separate blue call-button in the wheelchair space which, when pressed, activates an audible ‘ramp required’. Transdev customer feedback

16 Transdev Melbourne Victoria’s first locally built electric bus creating cleaner communities

Victoria’s first locally built, fully electric bus saved 26.1 The electric bus entered into service on Route 246 tonnes of CO2 emissions in its first 100 days of service - between Clifton Hill and Elsternwick. based on the comparison with emissions generated by a The trial will continue into 2021 and will provide valuable standard diesel bus. insights for the potential of introducing electric buses Going into service in December 2019, Transdev across the network. purchased the electric bus as part of a year long trial with Transdev brings significant experience and expertise the Victorian Government. in the field of e-mobility as the leading zero-emission During the trial period, the electric bus broke a mobility operator in Europe. We operate more than project record, travelling 997km on just two charges, 800 electric vehicles in 9 countries including the largest demonstrating the efficiency and range of the 324 kWH electric fleet in Europe in Amsterdam. of Lithium Phosphate batteries. Nicknamed Aurora by the Transdev team, initial feedback from the community, customers and our people has been overwhelmingly positive.

2019-20 year in review 17 Increased 302/304 services deliver an improved customer experience With the support of the Department of Transport, we introduced eight additional services for Route 302 – Box Hill to City and Route 304 – Doncaster Shopping Centre to City passengers delivering a more comfortable and reliable journey for customers. The new services were introduced in response to customer feedback and strong growth in patronage. In late 2019, we worked together with the Department of Transport to introduce interim measures and conducted a review aimed at improving the passenger experience. This included the addition of non-timetabled services to provide immediate relief for passengers. As part of the review, we also conducted an assessment of service run times during this period and found on-time running improved, ensuring a more reliable services for passengers. The extra buses ensure we are able to deliver a more reliable and comfortable journey for customers and reduce crowding in the morning peak. The increased services have also resulted in a 50% reduction in complaints relating to these routes.

New routes improve bus services in Melbourne’s west and south east In November 2019, with the Department of Transport’s support, we implemented a number of changes to routes servicing the western suburbs in response to changing road conditions in the CBD and to better meet passenger demand. Route 216 began operating between Sunshine Station and the CBD via Dynon Road and Route 220 began operating between Sunshine Station and the CBD via Footscray Road. The changes resulted in more Sunday services and increased frequency from hourly to every 20 to 30 minutes. A new service was also introduced to provide better connections to Sunshine Station. Route 429 began operating between Sunshine South and Sunshine Station, allowing passengers to connect with and bus services at Sunshine Station. Two new services were also added Melbourne’s south east, with the introduction of Routes 603 and 604 connecting Brighton Beach and Gardenvale with The Alfred Hospital. These new routes provide important north/south services that connect to St Kilda Road services and the Cranbourne, Pakenham, Frankston and Sandringham train lines.

18 Transdev Melbourne Record results for on-time running A relentless focus on the customer experience and operational excellence has resulted in us exceeding our on-time running target for the 2019-20 contract year. This result has been achieved despite significant disruption on the network. Our operations teams have also worked closely with drivers to reduce early-running to record low levels. These impressive results have resulted in a more punctual and reliable service for our customers.

Improving reliability We have continuously improved the reliability of our service, including meeting our contractual KPI this year, despite operating during a period of unprecedented network disruption. Our reliability KPI is the toughest reliability target of all our bus operations in Australasia, so we are particularly proud to have achieved this contractual KPI this year.

A relentless focus on the customer experience By relentlessly focusing on what matters to our customers – delivery of a safe, clean and reliable service – we have reduced customer complaints by more than 30% and Public Transport Ombudsman (PTO) investigations by more than 60%, including six months of zero investigations.

Thank you @Transdev_Melb for a very thorough and prompt review of my experience last night. Quite impressed with the response. Transdev customer feedback

In June 2020, our Customer Experience & Communications Team were announced as finalists in the Australian Service Excellence Awards. The awards, run by the Customer Service Institute of Australia, are Australia’s premier customer service awards program and recognise best practice, performance and innovation in customer service.

2019-20 year in review 19 20 Transdev Melbourne We are Passionate

Our people are passionate about moving Victorians and representing the communities we serve. Over the past year we implemented a range of initiatives to attract and retain a team of engaged Journey Makers who love what they do.

2019-20 year in review 21 Engaging our people to build a better workplace A diverse, engaged workforce who are passionate about moving people is essential in delivering a safe, comfortable and reliable service. In 2019, more than three quarters of Transdev Melbourne staff provided feedback in our employee engagement survey. Our response rate was the highest across any Transdev business in Australasia with the majority of our people saying: • they felt motivated to go above and beyond in their role • they felt their manager/supervisor was genuinely invested in their wellbeing • they believed the leadership team are strong advocates of safety and are visible and accessible.

We continue to act on the feedback from the survey and further drive workforce engagement through: • Our Diversity Council, which is comprised of representatives from across the business and focuses on ways we can improve flexible work practices, amenities and actions to build an inclusive, welcoming workplace. • The Coffee Exchange, a series of informal forums for all our people to share feedback and ideas with the senior leadership team. The sessions, which run across our six depots, ensure our people are informed about business priorities and provide an opportunity to give meaningful feedback on day to day business operations. • The Transformers committee. The committee is a cross functional team comprising staff across all areas of our business who are tasked with seeking feedback and coming up with ideas to enhance our workplace culture ensuring Transdev is a better place to work for everyone.

Best job I have ever had. The people at Transdev are all wonderful; it feels good to come to work. Transdev Melbourne employee

22 Transdev Melbourne Trading the whisk for the wheel

Jenny Herrod, Bus Driver, Doncaster depot. Journey Maker since February 2020. After thirty years as a pastry chef creating cakes and Jenny’s advice to women considering a career in the sweet treats in her own business, Jenny Herrod made transport industry is to; the decision to put down the whisk and get behind the wheel of a bus. Give it a shot. Don’t listen to After looking for a career change, Jenny joined people who say you can’t – Transdev in February after successfully completing the believe in yourself and have a go. Journey Maker Academy. Jenny’s most memorable moment at Transdev is Running a retail business and having strong getting her heavy vehicle licence. “It’s something I’m customer service skills has equipped Jenny to pretty proud of. I’ve now got a better licence than my welcome passengers on board her bus and ensure an husband!” exceptional journey.

2019-20 year in review 23 Creating an inclusive workplace Transdev has an absolute commitment to gender equality and currently has a number of initiatives in place to support us to create a more inclusive workplace such as: • Our Journey Maker Academy which is helping us to diversify our workforce with a focus on greater recruitment of female drivers • Gender neutral paid parental leave • Paid family violence leave • Communication campaigns celebrating Wear It Purple Day, Harmony Day, International Women’s Day, National Reconciliation Week and R U OK? Day • Employer of Choice Citation for Gender Equality by the Workplace Gender Equality Agency through .

Recruiting the workforce of the future This year our Journey Maker Academy celebrated its one year anniversary. The Journey Maker Academy is a Transdev initiative which has been developed to help people from outside the transport industry become bus drivers. The program is specifically targeted at women, young people and those with a strong customer service background. The program is designed for applicants who hold a car licence and assists them to gain a medium rigid licence and the necessary accreditation required to drive a bus. It offers paid employment from the start of the 20 day program which aims to build confidence and expertise in driving a bus through driver skills training, mentoring and customer service skills. The Journey Maker Academy is a critical initiative in diversifying our workforce as well as developing a strong recruitment pipeline.

It’s a lovely, welcoming place to start working! Transdev Melbourne employee

24 Transdev Melbourne Celebrating our shining stars

Harris Gerovac, Workshop Supervisor, Keysborough depot. Journey Maker since June 2018. While conducting a road test Harris’ bus was hit by a car. With categories designed to reflect our values of Harris immediately secured the bus and went to assist Passion, Performance, Innovation, Commitment, Safety the other motorist. Harris found an elderly gentleman and Partnership, the Golden Star Awards recognise our who was stressed and upset that he had caused an high achievers who have consistently demonstrated the accident. Harris not only calmed him down, but as his ability to go the extra mile and truly make a difference car tyre had burst when it hit the bus, he even changed to the lives of our colleagues, customers and our the tyre ensuring the driver could continue his journey. communities. Each year we recognise and reward our people in Harris’ empathy, passion and a number of ways. Acknowledging and celebrating employees’ years of service is just one of the important commitment to the community ways we recognise individual contributions and say we serve was truly remarkable and thank you. we were delighted to honour him Transdev’s Golden Star Awards is another initiative which recognises exceptional achievements from employees as part of our Golden Star Awards across our operations in Australia and New Zealand. program.

2019-20 year in review 25 26 Transdev Melbourne We are Uncompromising on safety We understand that for many of our people the most important reason for staying safe at work is not at work at all. Our uncompromising approach to safety ensures our people can return home safely each day to the people who matter to them. A relentless focus on the safety of our people and our customers has resulted in the launch of a number of key safety initiatives over the past year.

2019-20 year in review 27 Keeping our people fit and healthy Ensuring our people have opportunities to improve and maintain physical and mental wellbeing is key to ensuring a safe workplace. Over the past year we have launched a number of health and wellbeing initiatives to ensure our people stay fit and healthy. We helped our people monitor their health through free health and eye checks with an occupational health nurse and SiSU wellness machine at depots which measure blood pressure, cholesterol, glucose and other key health indicators. We supported individuals to improve their health and achieve their health goals via free flu injections, subsidised gym memberships and a Step into Spring walking challenge. Throughout the four week challenge our teams walked more than 42 million steps, which is the equivalent of walking from Melbourne to Transdev headquarters in France and back again! We also raised awareness among our staff about the importance of good mental health, providing resilience training and encouraging those who need support to seek help via our employee assistance program. This training was particularly relevant as our people navigated sudden changes to their working environment resulting from COVID-19.

Creating a safety culture Ensuring the safety of our passengers and employees is our absolute priority. Over the past year we have undertaken a number of comprehensive safety communication campaigns to ensure our people, our customers and the community remain safe. Key safety campaigns have included: • Wearing seatbelts • Zero tolerance approach to mobile phone and electronic device use • Zero tolerance approach to drug and alcohol use • Hazard and incident reporting • Procedures to follow if involved in a motor vehicle accident • Injury assistance programs • Preventing rollaway buses • Importance of logging vehicle defects • Staying safe and healthy during coronavirus

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Reducing slips, trips and falls

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nsure In August, we launched the Smoothie safety campaign to encourage drivers ips to e imple t hese s ollow t o ride: F eady t e r h on as you’r an touc to focus on safe, smooth driving out on the road. The campaign involved o you c uch off. dy, s o to yki rea ber t our m d remem Have y oard an s you b soon a n and etting o n g ime to drails whe xtra t he han p or e o get identifying hot spots for slips, trips and falls on the network and holding a ys use t u need hel here t Alwa nd if yo hey’re t he bus a river – t off t k your d y. st as n safel board, ju tinatio our des he you to y d take t us an r a t of the b sk fo series of events at depots and locations on the network to raise awareness he fron fraid to a u o oard at t on’t be a o help y lways b eat. D river t l A ailable s k your d nti est av e or as ea. d u clos eed on ating ar ate f you n rity se e seat i he prio Stay s s eat in t top find a s te stop among our drivers about simple actions they could take to help improve at s s omple e e bu mes to a c d a s th us co oor. Fin ntil the b s the d ld Wait u oward dho oving t ue r an before m enly d ou op sudd ve y or a h ay st ld on. Ha e uses m ays ho safety on their services. u ber, b ou alw dy nly d ys remem ortant y i rea Alwa t’s imp yk p sudde ffic, so i m to n. to tra . ay s d o .gov.au es m s hol ptv.vic or visit us ay ey visit 0 007 er, b alw r journ 00 80 mb ou 07 an you all 18 om.au me ant y 800 0 To pl mation c rne.c s re ort 800 e infor elbou way mp all 1 or mor nsdevm Al t’s i ation c F ide tra Most importantly, the campaign drew on the expertise of our people, , so i form ady to R ic e in Re raff For mor to t ov.au. tv.vic.g m.au visit p rne.co ourney elbou n your j nsdevm asking drivers to share their tips for smooth driving with their peers. To pla ide tra eady to R Over the course of the campaign, drivers submitted more than 220 tips or visit R

ne. elbour reet, M Spring St ictoria, rt for V ranspo ised by T for reducing falls. More than 90% of staff surveyed agreed the campaign Author improved their awareness of key facts around slips, trips and falls. ead A second iteration of the campaign focused on behavioural changes to ride commenced in June 2020. We also educated our passengers about travelling safely on our services via the Ready to Ride campaign which aims to provide useful safety tips when travelling on our services. The campaign featured onboard posters, postcards and web based resources informing passengers what actions and behaviours they could take to reduce their risk of slips, trips and falls.

28 Transdev Melbourne 47% reduction in lost time injuries

Zero lost time injuries from Jan - June 2020 126% increase in hazard and near miss reporting from April to May 2020

More than

330 driver security loops installed to better protect our people against anti-social behaviour on the network

2019-20 year in review 29 30 Transdev Melbourne We care about the Communities we serve

We are committed to serving the communities in which we operate. Over the past year we have formed a number of community partnerships to help Victorians in need.

2019-20 year in review 31 Helping some very special kids

In May 2020, we announced a community partnership with Very Special Kids, a children’s charity which supports families across Victoria who have a child with a life-threatening condition. The partnership aims to support the important work of Very Special Kids by raising awareness and funds among our staff and customers. Very Special Kids currently helps approximately 900 families across Victoria who have a child with a life-threatening condition by providing free services including counselling, advocacy, sibling programs, bereavement support and specialist care at the Very Special Kids Hospice. Transdev Melbourne’s support for Very Special Kids will include raising awareness and fundraising through Transdev bus advertising, digital billboards and ongoing coverage on Transdev’s social media channels and via staff events. Transdev Melbourne team members will also provide hands on support through volunteering.

Brewing up employment opportunities for people with disabilities In 2020 we introduced The Coffee Exchange, a series of informal forums for drivers to share feedback and ideas with the senior leadership team. To support The Coffee Exchange, we partnered with Aim Big - a not-for-profit which supports people with disability to secure, maintain and thrive in meaningful work. Aim Big provided baristas from its BusyBeans program which gives people with disability the knowledge and skills to become quality baristas. The Coffee Exchange provides baristas with a regular income and independence while building working relationships with people.

32 Transdev Melbourne Delivering Christmas cheer to families in need

In December, Santa, the Minister for Public Transport In previous years, MacKillop had struggled to collect and Transdev teamed up to complete a very special gifts so Transdev stepped in to help. Transdev also delivery in Victoria’s first locally built, fully electric bus. donated over $1,000 worth of toys and conducted a donation drive among its staff. Santa called on the Minister to help him collect and deliver donated Christmas gifts to kids in foster care and Transdev has also previously supported MacKillop Family residential care, as part of the annual MacKillop Family Services to raise awareness of the critical shortage of Services Christmas Drive. foster carers in Victoria. Christmas can be a difficult time of year for kids in care, who are often unable to spend the festive season with their birth families. As part of the drive, Transdev’s elves collected and Because of your help, over packed gifts generously donated by local schools and 500 children and young businesses to ensure kids in care had a present to open on Christmas Day. people experienced the joy of Christmas this year. Dr Robyn Miller, CEO, MacKillop Family Services

2019-20 year in review 33 From the streets of Bulleen to bushfire containment lines

Richard van Iersel, Bus Driver, Doncaster depot. Journey Maker since 2014 Richard van Iersel recalls the surreal feeling of driving Transdev’s Route 906 service through the familiar streets of Bulleen and Doncaster, before volunteering to head off into the “middle of mayhem” fighting the bushfires that ravaged East Gippsland this summer. The Transdev Melbourne Doncaster driver and member of the Emerald CFA brigade was part of strike team 1313 which was dispatched to areas around Buchan and Swan Reach. The team worked closely with forest fire management, working to protect and support crews fighting the big fire near Omeo by creating containment lines. The main fire front travelled 26 kilometres per night, and Richard described the noise as a constant gentle humming increasing to the roar of a V8 engine as the fire approached. “There were no flies in the air and no animals anywhere. The devastation of the fires was soul destroying. “As we travelled the roads, people flagged us down to give us a hug and say thanks. The people we came across looked stunned; they had lost everything, and one bloke even asked me for toiletries. We gave them whatever we had on board - our water, our ration packs, whatever we could.” A CFA member for 22 years, this was Richard’s sixth fire campaign, having also fought the Black Saturday fires. In 2013 he was awarded an Australian Emergency Medal for his efforts. Richard took leave from his role as a driver to fight the fires as part of Transdev’s special leave policy which allowed on-duty active CFA or RFS firefighter volunteers to take leave with full pay. “I would have gone to fight the fires no matter what, but it makes a massive difference to know I had the support of the company behind me and a job to come back to. You certainly sleep a lot easier when you know you are being paid.” Transdev Australasia also donated $30 000 to the Australian Red Cross, with Transdev Melbourne staff raising an additional $6000 which was donated to the Victorian Premier’s Bushfire Appeal Fund. James Ellison, Robert Forster and Brendan Rosenbrock from Transdev’s Doncaster depot also fought bushfires over this summer. Transdev Melbourne is incredibly proud of their service to the Victorian community.

It makes a massive difference to know I had the support of the company behind me and a job to come back to. Richard van Iersel, Bus driver and volunteer firefighter

34 Transdev Melbourne Delivering an accessible and inclusive service Mobility plays a significant role in passengers’ daily lives: including facilitating access to activities and social spaces, work, leisure and education. Accessible transport options for people experiencing accessibility issues can result in improved social integration and social empowerment. As a leader in the public transport sector, we are committed to enabling autonomy for people with disability by reducing the barriers for customers with special access requirements to our service. Inclusive access to our services for all our customers continues to be a focus for our customer experience team. In an effort to improve the experience for customers experiencing accessibility issues, our team tracks and reports on all accessibility related complaints. We are delighted that by listening to the voice of our customers, we have achieved a 30% reduction in this area over the past year. Throughout the year we: • Continued to run our Practise Makes Perfect initiative, a free education program for individuals and community organisations who are keen to become more familiar with, and build confidence using our buses. • Participated in the Department of Transport’s annual Try Before You Ride event which gives people of all abilities the opportunity to familiarise themselves with different modes of public transport. • Held two information and consultation sessions with customers with a disability to seek feedback on the design of the buses in the Victorian Government’s 100 bus order. Our commitment to delivering an inclusive service for all customers continues. In May 2020, we launched the Transdev Melbourne Accessibility Reference Group to support ongoing engagement with customers living with disabilities and experiencing accessibility issues. The group will meet regularly and identify ways in which we can improve our services for customers with accessibility issues. It also aims to provide insights from people with lived experience about how we can continue to provide an inclusive service.

2019-20 year in review 35 36 Transdev Melbourne We bring our Global EXPERTISE & EXPERIENCE to local contexts Our vision for the future of transport offers customers more tailored services, more choice and a better experience, as well as reducing our environmental impact. Our vision for the future of mobility is Personalised, Autonomous, Connected and Electric and Eco Friendly (PACE). Across Australasia, and around the world we are operating a number of initiatives that are turning this vision into a reality.

2019-20 year in review 37 Where we operate

AUSTRALIA

NEW ZEALAND

85,000 17 17 Employees Countries Modes

We are the largest multi-modal public transport operator in Australasia

38 Transdev Melbourne Where we operate 5,800 1,900+ Employees Vehicles | Vessels

125m 12 Customers per year Networks in bus, ferry, light rail and on demand transport

2019-20 year in review 39 The future of transport is personalised and planned: Transdev’s on demand ferry service

Commuters and tourists in ’s inner west and Bays Precinct have been trialling Australia’s first on demand ferry service as part of a six month trial. Me-Mel, named after the Gadigal word for ‘eye’ (and also the local indigenous name for Goat Island), is a twelve metre, mini cat ferry which has been operating between Barangaroo Wharf to Pyrmont’s Pirrama Park, the Fish Markets and the Glebe side of Blackwattle Bay since October 2019. The on demand service allows up to 60 passengers to personalise and plan their travel. Trips are booked via a mobile app or kiosks located at the wharves, effectively allowing passengers to “turn up and go”. The trial draws on Transdev’s global expertise in on demand transport and mobility as a service (MAAS) in order to create seamless journeys for passengers. Transdev has already successfully trialled on demand bus services in Sydney’s Sutherland Shire. Passenger comfort was a key consideration in the locally built ferry, which features an outer deck where passengers can take in harbour views, bike racks for cyclists and wheelchair accessibility. During the initial six months of the trial a number of firsts were celebrated, including the first all-female ferry crew. The trial operated in partnership with Transport for NSW, and is part of a New South Wales Government urban renewal strategy of the Bays Precinct, which aims to position the area as a place for transport and mobility innovation. The on demand ferry trial has received excellent feedback from customers and will continue later in 2020.

40 Transdev Melbourne Driverless technology turning heads in Armidale

Visitors to the New South Wales (NSW) town of Armidale The trial forms part of Transdev’s vision for the future of are more used to craning their necks to look at the city’s transport as personalised, autonomous, connected and elegant cathedrals, but recently Transdev’s fully electric eco-friendly (PACE). autonomous driverless shuttle known as ARDi has been Transdev are global leaders in autonomous mobility and attracting the attention of visitors and locals alike. see it as key to helping to make more inter-connected, The Armidale Regional Driverless Initiative (ARDi) accessible and sustainable communities. concluded in February and was the first automated In an Australian context, autonomous transportation shuttle to operate in mixed traffic within a city centre. systems also present a valuable opportunity to provide The twelve month trial launched at the University of New first and last mile connections. England before moving to Armidale’s CBD, operating on Transdev operated and maintained ARDi during a 12 one of the longest and most complex trial routes. month trial in partnership with Transport for NSW, Transdev technology lead, Ben Hayes, said the trial Armidale Regional Council, EasyMile, WSP, QBE provided some promising insights that would help shape Insurance, Edwards Coaches and the University of New future implementations of driverless technology. England. The trial looked to understand the technical capabilities of ARDi and how it integrated into the transport network and operated in real-life urban traffic scenarios. We are proud to have delivered more than 2,000 safe passenger journeys with ARDi.

2019-20 year in review 41 Leading in zero emissions technology

We are committed to reducing our impact on the In 2019, Transdev also put into commercial service environment and creating cleaner communities by France’s first hydrogen-powered electric Bus investing in zero emission technology. Transit line in the Hauts-de-France region. In the , , part of the Transdev With this new order, Transdev is further strengthening Group, recently placed an order for 20 Solaris Urbino 12 its leadership position in electric buses, adding to hydrogen fuel-cell electric buses. existing fleets in the Netherlands, Sweden, France and Germany. From 2021, these 100% zero-emission buses will replace Euro VI diesel buses and will have a range of more than Transdev currently operates more than 800 electric 350 km. The batteries have been designed to operate buses worldwide and is expected to have a fleet of at high power levels when starting and stopping the 1,200 electric buses by the end of 2020. vehicle, so the fuel cells can work continuously. In addition, the buses will have rear-view cameras and monitoring screens instead of the traditional rear-view mirrors to further enhance safety.

42 Transdev Melbourne

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