annual report 2011–12 - Parliament of New South Wales - NSW ...

How Transport
has changed
It has been a year of
landmark change in transport
management in NSW.
A reform of RailCorp was
announced in May, with new
specialist organisations to
Both divisions then have roles
in delivering some of the
services, policy and performance
Overview
In April 2011 the Minister for
Transport and Minister for Roads
be formed to meet different
customer needs.
targets that will ensure TfNSW
achieves its results.
and Ports announced that for
Sydney Trains will serve customers
Planning and Programs Division
the first time an integrated
who need quick, frequent and
and Policy and Regulation Division
transport planning agency
reliable trains in the greater
develop TfNSW’s program of
would be established in NSW.
Sydney suburban area. NSW
works and establish customer-
Eight months later, on 1 November,
Transport for NSW came into
being. It became responsible for
the coordinated planning and
delivery of transport services
Trains will serve intercity, regional
and country customers who
travel longer distances and
need comfortable and reliable
services with on-board facilities.
focused policy solutions to address
strategic transport challenges.
Both divisions consider TfNSW’s
government priorities and
commitments, its relationship
across all modes. Its prime focus
In May, Harbour City Ferries won
and agreements with the
was putting customers first,
a contract to operate Sydney
Commonwealth Government
ensuring the transport system
Ferries, with the transition to taking
and the evidence base gathered
is designed around their needs
over management occurring in
by the Customer Experience
and expectations. Although on
July 2012. Prime responsibilities
and Freight and Regional
1 November there was a significant
for the operator are to improve
Development divisions.
transfer of functions to TfNSW, the
Department of Transport continues
to exist. Through it, TfNSW provides
policy advice to the Ministers.
the customer experience for the
14 million trips carried out on ferries
each year, with better services
provided at less cost to taxpayers.
They also examine information
that includes planning and land
use policy; future transport
and demographic demands;
TfNSW now leads planning and
TfNSW’s business model is
environmental, accessibility
investment to ensure good planning
based on the structure of its
and safety standards; as well as
informs investment strategies. This
core Divisions and their roles
available funding and current
enables the transport agencies
in delivering the objectives of
use of the transport system.
to concentrate on delivering
quality services to customers.
the transport system in NSW.
Customer Experience Division and
The key focus of Transport Projects
Division and Transport Services
Roads and Maritime Services
Freight and Regional Development
Division is to ensure that the
(RMS) was also established on 1
Division engage with customers
plans and program of works are
November, replacing the Roads
and key representative groups.
delivered by either contracting or
and Traffic Authority and NSW
Maritime. RMS focuses on service
delivery, including building and
maintaining road infrastructure and
managing compliance and safety
on NSW roads and waterways.
They gain insight and build an
evidence base about customers that
informs TfNSW’s understanding
of their expectations, perceptions
and satisfaction with its services.
This information becomes the
procuring services from operating
agencies or private service
providers, or by delivering the
project or service themselves.
basis for plans and strategies to
put the customer at the centre
of everything TfNSW does.
Overview
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