In the First 100 Days We Have Delivered the Following

Fixing the trains:

First 100 days overall achievements

We are determined to fix the trains and deliver the high-quality, customer-focussed, reliable rail services Queenslanders expect and deserve.

In the first 100 days we have delivered the following:

RESTORE RELIABLE AND ON-TIME RAIL SERVICES

Accelerated recruitment of drivers and guards

•  Selected 106 trainee drivers, with 63 drivers currently in training.

•  Selected 264 trainee guards, with 53 currently in training.

•  Externally recruited 65 experienced drivers in the final stages of testing.

•  Hired additional support staff to allow train crew to focus on operating rail services and taking care of our customers.

Commenced the overhaul of training

•  We have commenced delivering key initiatives to accelerate training including:

–  Partnered with GHD and the Centre for Excellence in Rail Training (CERT) to improve the driver and guard training program to modernise and accelerate training times, without compromising safety.

–  Rolled out a new state-of-the-art train driving simulator giving recruits access to the latest technology.

–  Trained 50 driver route mentors and 54 guard route mentors to increase the amount of on-track training.

–  Doubled the capacity of driver and guard schools.

–  Commenced recruitment of new tutor drivers and tutor guards.

DELIVER EXCELLENCE IN CUSTOMER SERVICE

•  Appointed a new Chief Executive Officer, Nick Easy, who has hit the ground running to drive the shift to a customer-focussed service.

•  Launched the recruitment search for a Chief Customer Service Officer to drive a customer-focussed culture across the organisation.

•  Commenced Commuter Catch-Ups to listen and engage with our customers and gather valuable feedback, with six held so far.

•  Analysed detailed feedback from Commuter Catch- Ups, which will help guide network improvements and provide input for our Customer Charter.

•  Engaged with our Customer Reference Group to gain feedback on key issues and valuable input to support the drafting of our new Customer Charter.

•  Developed the model for an online Customer Reference Group (CRG) to provide a new opportunity to interact with the commuting public and further build on

our interaction with rail advocates and customer representatives from our face-to-face CRG.

•  Supported the creation of our Customer Ambassador program with the rollout of technology allowing station staff to access real-time operational updates on platforms, so they can more effectively help customers.

•  Boosted resources for real-time updates at Central station, as well as providing extra customer service leaders in peak periods, who work to assess station performance and identify customer-focussed improvements.

•  Updated signage at stations for planned network disruptions to be simpler and more useful for customers.

•  Boosted our social media resources and presence to provide online help for our customers seven days a week.

•  TransLink has updated its MyTransLink app to provide an improved user experience.

•  Worked with Translink to analyse options for improved data for customers, particularly during unplanned disruptions, as well as the provision of information to the Government’s Open Data program.

PROVIDE CLEANER, SAFER TRAINS AND STATIONS

•  Conducted an audit and analysed customer feedback to determine which City network stations were in need of minor upgrade to improve customer amenity. Work will commence soon on nearly $6m in upgrades to facilities at ten stations, scheduled for completion by the end of 2017.

•  Installed bins at six inner-city stations.

•  The Department of Transport and Main Roads, Queensland Rail and Qtectic are working hard to ensure that the New Generation Rollingstock trains enter passenger service as soon as possible, without compromising safety.

•  Works are nearing completion on accessibility upgrades at Newmarket, Alderley, Dinmore and Graceville, as

part of a $212 million program to provide access for all at stations.