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

Quiet carriages
Quiet carriages have now become
a permanent feature for intercity
train customers on the Newcastle
and Central Coast Line after
a successful three-month trial
and strong commuter support
for this new service feature.
The first and last carriages of six and
eight car trains (and the last carriage
on four-car trains) are designated
as quiet zones in which customers
are asked to not talk loudly, play
loud music or use mobile phones.
Almost 90 per cent of respondents
to a TfNSW survey on the quiet
carriages trial said travelling in them
had improved their overall travel
experience. No less than 98 per cent
of quiet carriage customers said they
intended to continue using them.
Similar three months quiet carriages
trials were launched on 1 June on
intercity trains on the South Coast
Line between Kiama and Central
and the Blue Mountains Line
between Lithgow and Central.
Franchising Sydney
Ferries
TfNSW led the NSW Government’s
franchising of Sydney Ferries,
with the operator to improve
the customer experience. The
service contract was awarded
to Harbour City Ferries, to take
effect in July 2012. It will work
with TfNSW on a comprehensive
review of the ferry network, in
turn informing development of
a fleet strategy for the mediumterm,
and a service improvement
plan for the nearer-term.
A new Manly – North Sydney
– Darling Harbour service
was introduced. It is operated
on a deregulated basis by
Manly Fast Ferries.
Sydney Light Rail
integrated into
MyZone fares
The Sydney Light Rail was
integrated into the metropolitan
multi-transport mode MyZone fares
structure. This allows customers
to use light rail services with
MyMulti, Pensioner Excursion and
Family Funday-Sunday tickets.
The initiative proved immediately
successful, with 1,925,093 MyZone
trips made in 2011-12, or almost
half of patronage. Light rail use
grew 44 per cent in the year.
Fixing the Trains
Following an extensive review, a
new operating model for rail services
was announced in May 2012 with the
aim of positioning rail operators to
become more customer-focussed
and drive performance to
world-class standards.
To deliver these outcomes, two
new organisations will be created
from July 2013: Sydney Trains for
customers of the suburban network
and NSW Trains for intercity
and regional customers. This
new business model recognises
the best rail operators in the
world are focused on the unique
needs of their passengers.
Cleaning standards
As a first step to Fixing the Trains,
new cleanliness standards based
on customer expectations have
been developed and are now being
implemented. Quality assurance
inspections reflecting the new
standards have been implemented.
Rubbish bins have been reintroduced
at stations to reduce the amount of
litter on the system. An accelerated
program of patch painting and
special cleaning commenced to
rectify damage caused by vandals to
carriage interiors. Additional roving
teams of cleaners now provide
greater coverage of the network
during service hours. A process to
reform the management of cleaning
services delivery on the rail network
was commenced that will bring
further improvement in 2012-13.
Establishing the Police
Transport Command
Customer insights indicate that
users of the public transport system
will feel safer with a greater police
presence. The establishment of a
Police Transport Command will
allow the NSW Police to work more
closely with the community to target
antisocial and criminal behaviour on
the transport system. The presence
of NSW Police on the transport
system will make using transport
safer and more attractive particularly
for travel out of peak periods.
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Transport for NSW Annual Report 2011–12