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

Name:
Catherine Foy
Position:
General Manager Customer Service
Level: Transport Senior Service Level 4
Period: 20 December 2011 to 30 June 2012
Total annual remuneration package: $261,375
Significant achievements 17 February 2012 to 30 June 2012
• Completed detailed review
of the Integrated Transport
Information Systems program
to align customer information
projects to the needs and
preferences of the customer
• Developed the project plan to
deliver the Google Transit project
on time and to budget (with the
project launched 25th July 2012)
• Managed a variety of
communications channels
that answered more than 30
million inquiries from customers
seeking transport information
• Completed customer research
to help shape customer
elements of the Opal
electronic ticketing project
• Established Customer Services
Team and recruit key positions
and establishing a new program
management office in line with
the operating model for the
Customer Experience Division
• Supported major projects by
shaping them to customer
requirements, including Opal,
light rail and Wynyard Walk.
Name:
Paul Passmore
Position:
General Manager Customer Insight Service Improvement
Level: Transport Senior Service 4
Period: 1 November 2011 to 30 June 2012
Total annual remuneration package: $270,000
Significant achievements 1 February 2012 to 30 June 2012
• Led the definition of customer
value propositions for public
transport including heavy rail,
bus, light rail and ferries
• Led development of the
customer scorecard construct
for public transport
• Led the Customer Experience
contribution to the Long Term
Transport Master Plan
• Led development of new
customer cleaning standards for
rail and associated measurement
of current state performance
• Led a review program to
identify near term improvement
opportunities for disruption
communications and
develop new disruption
communication standards.
Name:
Martin Berry
Position:
General Manager Investment Programs
Level: Transport Senior Services Level 4
Period: 16 January 2012 to 30 June 2012
Total annual remuneration package: $306,885
Significant achievements 16 January 2012 to 30 June 2012
• Developed the Transport Access
Program to implement transport
works to improve station and
wharf facilities for customers
• Developed and implemented
an Investment and Governance
Framework across the transport
cluster providing policy, systems
and guidance documentation.
This ensures alignment to the
corporate strategic objectives
• Implemented the TfNSW
assurance process to assess and
analyse prospective programs
potential for investment
• Established a Portfolio
Management Office to
implement best practice portfolio
management tools and systems.
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Transport for NSW Annual Report 2011–12