Corporate Plan 2020/21 Contents Sydney Trains key statistics 4 Foreword 6 Chief Executive’s Message 10 Legislative context 14 Strategic alignment 18 Our customers 26 Our places 32 Our assets 36 Our people 42 2 Sydney Trains Corporate Plan 2020/21 Sydney Trains Corporate Plan 2020/21 3 *404+ million including NSW TrainLink patronage Figure for 12 months to March 2020 361 MILLION * ANNUAL PATRONAGE 1.3 MIL. 46,000 3,200 56% 66% 38% PASSENGER JOURNEYS TIMETABLED STOPS TIMETABLED SERVICES CUSTOMERS TRAVEL CUSTOMERS TRAVEL CUSTOMERS AGED Per Weekday Per Weekday Per Weekday to and from work at least 4 days per week between 25-39 years NUMBER OF PASSENGERS ONE EIGHT-CAR TRAIN CAN CARRY 1000+ 11K 175 2,216 1,617km 935km 10K+ 1,550km 3.2B $39B Workforce Stations Fleet Track maintained Electrified Track CCTV Overhead wiring Total cost of Assets under (budgeted positions) (incl. 4 on Airport Line) Electric & diesel cars (incl.NSW TrainLink) (Sydney Metro area only) Cameras maintained Maintained (incl. 574 NSW TrainLink) (incl. NSW TrainLink) Operations Management 4 Sydney Trains Corporate Plan 2020/21 *404+ million including NSW TrainLink patronage Figure for 12 months to March 2020 361 MILLION * ANNUAL PATRONAGE 1.3 MIL. 46,000 3,200 56% 66% 38% PASSENGER JOURNEYS TIMETABLED STOPS TIMETABLED SERVICES CUSTOMERS TRAVEL CUSTOMERS TRAVEL CUSTOMERS AGED Per Weekday Per Weekday Per Weekday to and from work at least 4 days per week between 25-39 years NUMBER OF PASSENGERS ONE EIGHT-CAR TRAIN CAN CARRY 1000+ 11K 175 2,216 1,617km 935km 10K+ 1,550km 3.2B $39B Workforce Stations Fleet Track maintained Electrified Track CCTV Overhead wiring Total cost of Assets under (budgeted positions) (incl. 4 on Airport Line) Electric & diesel cars (incl.NSW TrainLink) (Sydney Metro area only) Cameras maintained Maintained (incl. 574 NSW TrainLink) (incl. NSW TrainLink) Operations Management Sydney Trains Corporate Plan 2020/21 5 Foreword Sydney Trains Corporate Plan 2020/21 Sydney Trains Corporate Plan 2020/21 This Corporate Plan outlines how we intend to approach the challenges and opportunities for the 2020/21 financial year. 8 Sydney Trains Corporate Plan 2020/21 Since starting our transformation journey kept our focus on ensuring safety across in 2013, we have achieved a lot including: the network and prioritising customer service. We have also been working with › Sydney Trains and NSW TrainLink Transport for NSW (TfNSW) to adjust launched as two new agencies, services and stabilise our performance. putting the customer at the centre › Massive service uplift through the Sydney Trains has experienced seven new timetable and continuing work years of considerable customer growth on ensuring more rapid recovery which is expected to continue, reaching from incidents 500+ million passenger journeys within › A significant increase in our driver the next five years. Sydney Trains carries and guard numbers while achieving more passengers than four Australian urban rail operators combined. Our greater gender diversity compound growth has been more than › Transformation of our customer three times that of the next fastest service and frontline operations growing operator Queensland Rail, and resulting in a huge lift in our 1.5 times the patronage size of second customer satisfaction ratings highest operator Metro Trains Melbourne (based on figures available from annual We have had great success in recent reports of each of the Australian years in completing major projects railways). ranging from Metro integration, to opening the Rail Operations Centre (ROC) and operating a fully air- conditioned fleet. In doing so, we have Annual Patronage of Australian Urban Railways: 2013/14 to 2018/19 400 350 5.6% 300 1.3% 250 200 150 Passenger journeys in millions journeys Passenger 100 -1.1% 1.5% 50 Queensland Rail WA PTA Metro Trains Melbourne Sydney Trains Sydney Trains is supporting: › the improvements and upgrades To deliver a rail system that meets required to move toward becoming Sydney’s future public transportation a digital railway needs, will continue to focus on › timetable changes that will provide improving network performance, asset additional capacity reliability and service recovery. In › integration of third-party operators addition will continue our commercial such as Sydney Metro, Light Rail focus to ensure long term financial and buses. sustainability. Sydney Trains Corporate Plan 2020/21 9 Chief Executive’s message “Our commitment is to deliver to your expectations” 10 Sydney Trains Corporate Plan 2020/21 Our Corporate Plan 2020-2021 provides the strategic context for the initiatives we will take over the coming year, enabling us to continue offering world class public transport and freight services while ensuring we’re fit for the future. Sydney Trains is at the hub of Australia’s largest public transport system, and we play a vital role in providing seamless point-to-point journeys for our customers, shaping successful places across Greater Sydney and supporting a strong economy and quality of life for our community. This plan sets how we will build on the successes of 2019-2020 to support this role. These successes included welcoming the final teams to work at the new Rail Operations Centre, giving us additional capacity to improve network operations and incident response. We also collaborated closely with third party operators towards integration of the Metro at Central Station and Sydenham, and we took the first steps towards becoming a digital railway. Our customer satisfaction rating remained high at 90% and we continued to work towards achieving our peak punctuality target of remaining within 5 minutes of the timetable. The 2019-2020 year also brought unprecedented challenges, requiring a new level of dedication and resilience from everyone at Sydney Trains. Teams worked to protect our customers, our people and our infrastructure over the Black Summer bushfire season of record intensity and duration. The work enabled our customers and freight to continue travelling safely across the network. The subsequent Coronavirus outbreak required innovation and agility across the organisation to support the community in the fight to slow the spread. We continued running our full timetable throughout, with only minor adjustments, providing vital support for our essential workers. The plan for the next year is based on five strategic pillars – safety at the core, people at the heart, customer at the centre, operational excellence and sustainability (financial and environmental).These pillars have been put in place to shape our future planning in a way that will help realise TfNSW’s Future Transport 2056 strategy. In the near term, they will enable us to support the outcomes, ambitions and strategic priorities of the TfNSW 10 Year Blueprint. All of this takes place against the background of significant budgetary constraints and ongoing increased patronage, with forecasts that we will be providing more than 500 million annual passenger journeys within five years. I am confident that the steps outlined here will enable us to address these challenges and keep Sydney moving for the benefit of Greater Sydney and NSW this year, and for many years to come. I look forward to working with everyone at Sydney Trains as well as our partners and stakeholders to achieve this. Stewart Mills Acting Chief Executive Sydney Trains Sydney Trains Corporate Plan 2020/21 11 Sydney Trains Executive Team Stewart Mills A/Chief Executive Rita Capuzza Karen Tsiros Business Manager Executive Support Officer Suzanne Holden Hayden Donoghue Nev Nichols David Callahan Chadi Chalhoub Peter Crimp Meg Graham Deputy Chief Executive and Executive Director Executive Director Executive Director A/Executive Director A/Executive Director Executive Director Chief Customer Officer Train Crewing and Support Engineering and Strategy, Portfolio and Safety, Environment, Finance and Business People and Corporate Maintenance Investment Quality and Risk, Group Rail Services, Group Rail Affairs, Group Rail Jeanette (Jenny) Schepis Irene Petrakis Nicole Saville Julie Barraclough Dora Panagiotopoulos Lan Nguyen Katrina Manswato Executive Officer Executive Officer A/Executive Officer Executive Officer Executive Officer Executive Officer A/Executive Officer The Executive team manages the directorates across Sydney Trains. Transport for NSW operating model Secretary of Transport Office of the Secretary Customer Strategy Greater Sydney Regional and Outer P2P Connection and Technology Metropolitan Port Authority Sydney Trains NSW Trainlink Sydney Metro OTSI State Transit Authority RailCorp Infrastructure and Place An integrated model Safety, Environment and Regulation focussed onurban and regional customers and the communities where people Corporate Services live and work People and Culture The Sydney Trains Chief Executive is on the Greater Sydney Executive which is part of the TfNSW operating model shown above. 12 Sydney Trains Corporate Plan 2020/21 Sydney Trains is the suburban passenger rail network Servicing Greater Sydney, New South Wales, Australia. The network is a hybrid urban-suburban rail system with a central underground core that covers 935 km of electrified track and serves 175 stations over eight lines. Sydney rail network Metro Trains North Shore Berowra Mount Kuring-gai To Central Coast & Mount Colah Newcastle Line Richmond Richmond Asquith Richmond Northern T9 Hornsby East Richmond Normanhurst Waitara Clarendon Wahroonga Thornleigh Warrawee Windsor Pennant Hills Turramurra Mulgrave Pymble Beecroft