CONNECTIONS Connecting communities through journeys that matter Summer 2020 INSIDE From the GM Training from Guide Dogs Movember Workplace learning Recognition awards Donations From the General Manager In our second quarter of operation, Torrens Connect is a partnership Torrens Connect has really come between UGL, John Holland and into its own as an entity. We’re Transit Systems. We recognise the continually examining processes value that individuals and other and looking for a better way to organisations bring to our busi- do things – and this has great ness. Our new TRACS Awards benefits for our staff and custom- are to publicly acknowledge and ers. Public transport is all about thank those whose above-and-be- people, and people – customers, yond efforts – which also embody employees and stakeholders – are or build our organisational values our greatest asset: their collective – have contributed to Torrens feedback, knowledge, observa- Connect. tions and actions are helping to Our first TRACS Awards were shape our directions and enhanc- presented to the Department for great cooperation to improve ing our culture. Infrastructure and Transport, the Torrens Connect’s operations. In our first quarter, we devel- Traffic Management Centre, and None of us works in isolation oped our organisation’s values; Torrens Connect’s tram operators. and good relationships are essen- these are integral to everything You might wonder: why those tial because we all need to work that Torrens Connect does every groups? Shouldn’t our operators together in order to see the great- day: Teamwork, Respect, Account- embody our values? Shouldn’t est benefit. So: working as a team, ability, Customer driven, Safety Torrens Connect have a close respecting what each is trying (TRACS). In our second quarter, working relationship with DIT and to achieve, taking responsibility, we’ve really worked to embed the TMC? The answer lies in the improving safety, all to benefit them and to recognise and reward degree and manner of support customers. Sounds exactly like our those who display our core values. offered in the face of particular TRACS values to me! We understand how collabo- issues. Each of these groups went Magda Robertson, ration benefits us. As a business, to incredible lengths and offered General Manager 2020 OCTOBER NOVEMBER DECEMBER KPI 1.1 on-time running* 98.9% 99.6% 99.6% KPI 1.2 on-time running* 99.2% 98.6% 99.4% Ticket checks conducted 3311 2380 3694 Items of lost property collected 102 77 106 Items of lost property claimed 22 25 33 Customer feedback received+ 18 13 19 * KPI 1.1 measures punctuality at the commencement of all frequent trips. KPI 1.2 measures on-time running for the duration of all non-frequent trips. + via Adelaide Metro Training from Guide Dogs In November, the Customer Perhaps the most challenging Ultimately, it is all about Experience team were joined by part of the training involved half frontline employees being able Torrens Transit to undertake train- of the group leading the other half to provide a better experience ing with Guide Dogs SA/NT. blindfolded through the depot and and appropriate assistance for Different types of visual impair- into a seat on a tram. visually-impaired customers when ment were illustrated to the group As all the team found out, clear required. along with explanations about a verbal communication along with number of assistance aids. a steady guiding arm is the key! Movember A group of Torrens Connect’s employees forewent shaving and grew some impressive moustach- es for Movember, much to the amusement of their colleagues and the disdain of their families! It was all for a worthy cause: raising awareness about men’s health and funds to support research, and the Torrens Connect team collectively raised $2350. Great effort team! Workplace learning In the first week of December, Torrens Connect was very pleased to have its first workplace learning student! Over the course of a week, Luke was introduced to all aspects of the organisation: maintenance, operations, customer service, admin, and management – before presenting his week’s learning to the General Manager and others. Luke’s feedback will help Torrens Connect further develop its workplace learning program for 2021. Recognition Awards Tuesday 15 December saw the second Staff Recognition Awards presentation. The presentation was held in the Maintenance Barn and attend- ed by special guests: the AMO Board, representatives from the Department for Infrastructure and Transport, the Traffic Management Centre, the Mayor of the City of Marion, as well as the Minister for Infrastructure and Transport, the Hon. Corey Wingard MP. Following a Welcome to Coun- try by Moogy Sumner (pictured bottom left), Staff Recognition Awards – for outstanding service to the company – were presented to (pictured top): • Zeena Nauman (Head of Customer Experience) • Andrew Oliver (Rolling Stock Reliability Engineer) • Diane Swift (Senior Tram Oper- ator). TRACS Awards were presented to: Donations • the Department for Infrastruc- ture and Transport (middle left) Torrens Connect endeavours to Suitable lost property (clothing, • Torrens Connect’s collective support charitable organisations umbrellas, etc.) which has not been tram operators (middle right) when it can. In the lead up to claimed after three months has • the Traffic Management Centre Christmas, employees donated been donated to Vinnies and the (bottom right) toys and books to the Smith Fami- Salvos. Unclaimed mobile phones for their ongoing commitment to ly to help disadvantaged young have been donated to Adelaide and support of Torrens Connect’s people, and non-perishable food- Zoo’s recycling program which values (Teamwork, Respect, stuffs to the local Foodbank. supports primate conservation. Accountability, Customer driven, Safety). Our recent work placement student Luke spoke to the assem- bly about his experience at Torrens Connect and was also presented with a certificate. Congratulations to all, and thank you to our special guests for their attendance. More news at torrensconnect.com.au/news • Follow us on LinkedIn: linkedin.com/company/torrens-connect .