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Passengers at the heart of everything we do

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Robert Guest
Robert Guest

Passenger Experience history and look forward

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Forward1 Passengers. At the Heart of Everything we do
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02 01 PXOverview Trackrecordofachievement Forward Puttingpassengersfirst 03OurPassengerPrinciples Principles Proofpoints PassengerExperienceRegime Actionplan Roadmapandsuccessmeasures 04OurPassengers Journeymap Personas 05KeyEnablers MTMpassengerfirstculture VoiceofthePassengerprogram Passengerperformance&benchmarking 06Casestudies MovingLikeAMetro StopHere OnTrackdisruptionmanagement PassengerExperienceRegime
3Forward2 MorepeoplethaneverarerelyingonMetroTrains.Everyweek,over5million journeysaremadeonourtrains–enablingpeopletogettoworkandschool, accesscriticalservices,shop,socialiseandparticipateinsomeoftheworld’s bestcultural,artisticandsportingevents.Werecognisethecriticalrolethat MetroTrainsplaysinthelivesofourpassengers. Thepassengerexperience,onceasimpleby-productofrailwayoperations hasnowbecomethecentralfocusoftheorganisation.In2009,duringthe earlydaysoftheMR3franchisetherewasaconcentratedeffortonimproving operationalelementsoftherailway,includingtrackandoverheadstructures, fleetreliabilityandtimetables.Thefocussoonshiftedontotheneedsand expectationsofpassengers.Passengerfeedbackledimprovementsin operationalprocedures,enhancednetworkaccessibilityandimprovedhowwe communicatewithpassengersateverystepalongthejourney. Throughtheeffortsofthewholeorganisation,Metrohassteadilyincreased passengersatisfaction–buildingconfidenceamongstourpassengersand providingtheplatformforsignificantimprovementstothenetwork.Todayand intothefutureoftheMR4franchise,thepassengerexperiencewillremainat theheartofeverythingwedoontherailway. ThroughourworkonthisPassengerExperiencePlan,wewillbeprovidingmore valuetoourpassengers–targetingareasthatpassengerstoldusthatmatter. Wewilldelivertangibleimprovementsagainstoursetofpassengerprinciples: consistentanddependableservices,timely-accurateandpersonalised information,asafe-cleanandaccessiblenetwork,underpinnedbyourproactive andapproachablestaff. Whilewehavemuchmoretodo,wewillcontinuetoholdpassengersatthe heartofeverythingwedo,andensurewegetitright. Itisanhonourandaprivilegetoleadthistransformationdrivenbyagroupof talented,committedandcreativepeoplewhoshareapassionfordelivering exceptionalpassengerexperiencestothepeopleofMelbourne. RobGuest DirectorPassengerExperience Forward Puttingpassengersfirst> 01
5PXOverview4 PXOverview Trackrecordofachievement> 02 Whenwefirststeppedupasthecity’smetropolitanrail operator,ourfirstprioritywastogetthebasicsright. Thismeantassetsthatdon’tfailandtimetablesthat work.Throughaseriesofinnovations,andbyadopting an‘everysecondcounts’approach,wehaveraised punctualityfrom85.9%to92.46%acrosstheMR3 franchisebetween2009–2017. Oncethefundamentalsofthesystemweresetright, wewereabletoshiftourfocustoenhancingthe passengerexperience. Metrohasworkedharderandsmartertoincrease passengersatisfaction–liftingthescoretotoday’s recordof74,whichpreviouslysatat60.Thisincrease of14basepointshasbeenrealisedthrougha sustainedeffortacrossallpartsofthecompany.
7PXOverview6 20142017 20152018 20162019 Traincancellations reducedbyalmost40% acrossthefinancialyear Blackburnand Heatherdale stationsupgraded Simplifiedfarezone changesintroduced PSOspatrollingnight networktrains MitchamStationrebuildTwitterfeedsurges past200Kfollowers Rolloutof80new x’Trapolistrains GPStrackersdeployed onreplacementbusses BalaclavaStation upgrade Metroregisters5years ofpunctualityover90% SyndalStation multi-deckcarpark isopened Merndarailextension openingdelivers 3newstations StopHerepassenger appislaunched Newtimetabletakes effecton5lines Achievedaccreditationto theInternationalCustomer ServiceStandard UpgradesofPIDsacross thenetworkcommences 50stationsaroundthe networkreceiveWiFi Newcolouredfabric forpriorityseating Totalfleetreliability doublesover5years ofoperation Extra30servicesrunonthe Craigieburn,Sunburyand Werribeelineseachweek Highquality3Gvoiceand 4GDatacoveragedelivered throughoutcityloop Newtimetable launchedinAugust RichmondStationcanopies upgradecompleted Mechanicalpushersat 7stationstoassistwith wheelchairmobility NightNetworkservice islaunchedwith40 newtrainservices 158raisedboarding platformsinstalled acrossnetwork Constructionof assistanceanimal areafacilities RingwoodStation upgrade GardinerStation rebuilt Fareevasionhits recordlow GiniferandStAlbans stationsrebuild Passengersatisfaction climbstoanewrecord highof73.5 Achievements Improvementsto managingaccessibility duringdisruptions
9PXOverview8 MTMcommenceditsmetropolitanrailfranchiseon 30November2009.Inlate2017,thecompanywas awardedanewfranchisetoruntherailwayto2024. Punctualityclimbedfrom85.90%to92.46% acrosstheMR3franchise2009–2017. •Monthlypunctualityremainedabovetargetforover fiveyearsleadinguptothecloseoftheMR3franchise, whiledeliveryofthetimetableremainedabovetarget forthelastfouryears. •What’smorethishasbeenachievedinaperiodofrapid growthwithpatronagesoaringfrom150millionto 236milliontripsperannumoverthelast12years. •TheCustomerSatisfactionMonitor,anindependent quarterlysurveycommissionedbyPublicTransport Victoriahasseensatisfactionclimbfrom60to72.7 acrossthefranchise(afterpeakingthreetimesat73.5). •There’sbeenstrongpassengeruptakeindigital informationtools,withtheMetroTwitterfeedsurging past250,000followers,highlightingitsimportanceasa communicationsandengagementtoolforpassengers. •PassengerSafetyhasimprovedunderMetro,with passengerinjuriesfallingto0.91permillionboardings. Thisisaninternationallycompetitivestatistic,making railoneofthesafestformsoftransportavailablein Melbourne.
11PXOverview10 80 78 76 74 72 70 68 66 64 62 60 58 56 54 52 50 Apr-Jun 09 Apr-Jun 10 Apr-Jun 11 Apr-Jun 12 Apr-Jun 13 Apr-Jun 14 Apr-Jun 15 Apr-Jun 16 Apr-Jun 17 Apr-Jun 18 Jul-Sep 15 Jul-Sep 16 Jul-Sep 17 Jul-Sep 18 Oct-Dec 15 Oct-Dec 16 Oct-Dec 17 Oct-Dec 18 Jan-Mar 19 Apr-Jun 19 Jul-Sep 09 Jul-Sep 10 Jul-Sep 11 Jul-Sep 12 Jul-Sep 13 Jul-Sep 14 Oct-Dec 09 Oct-Dec 10 Oct-Dec 11 Oct-Dec 12 Oct-Dec 13 Oct-Dec 14 Jan-Mar 10 Jan-Mar 11 Jan-Mar 12 Jan-Mar 13 Jan-Mar 14 Jan-Mar 15 Jan-Mar 16 Jan-Mar 17 Jan-Mar 18 PSATScorePassengerSatisfcation
13PXOverview12 2010201120122011 Apr10 Newstyleoffootbridgeofficially opensatFootscrayStation Jun10 Metro’sfirsttimetablechangeboosts servicesby211perweekincreasing capacityby14,000 CoolarooStationopens,givinglocal residentsnewaccesspointonthe Craigieburnline Sep11 Metroprovidesarecord1400additional servicesforpassengerstravellingtoAFL gamesthroughoutthefootyseason Dec09 Mykiintroducedontherailway Mar10 Fasttrackingtheinstallationof1,173 Comengfleetairconditioningunits from5yearsto18months May11 Newtimetablecommenceswith635 newserviceseveryweek Oct11 MetrostylecrewhitsFlindersStreetand Flemington,givingpassengersthechance toglamupfortheSpringRacingCarnival Oct10 Metroachievesbothitsmonthly punctualityanddeliverytargets forthefirsttime Apr11 InfoCentral,ourpassengerinformation hubopensatFlindersStreetStation Nov11 Airconditionersupgradedonentire ComengfleetinpreparationforSummer Jan11 SouthMorangExtensiontodelivernew stationsatEpping,SouthMorangand Thomastown,withnewcarparksatKeon Park,LalorandSouthMorang Jun11 Rapidresponsevehiclesdeployedto improvedisruptionresponseforpassengers NewaccessibilityrampistrialedatBoxHill Dec11 ThefreshlyrebuiltEppingStation opens,firsttrainsrunondual trackfromKeonPark 2009-2011 Sep10 The28dayrollingaverageforpunctuality hits88%forthefirsttime Secondmajortimetablechangeannounced with285newservicesaddedperweek
15PXOverview14 Jan12 FirstcrewofProtectiveServices Officers(PSOs)deployedat FlindersStreetStation Jan13 Ournewbalancedmaintenance regimehasreformedtrainexam procedures,enablingrollingstock depotstokeepmoreservices activeinthebusymorningpeak Nov13 TheMulticulturalExpresskicksoff,with sponsorshipofliveinternationalmusicians celebratingdiversityontheFrankstonline Metrosuccessfullycarrieshalfofthe entireSpringRacingCarnivalcrowd,with zerocomplaintslodgedbyracegoers Jun13 Paramedicsengagedatbusyrailway junctionstosupportpassengersinthe morningandafternoonpeaks Nov12 Newtimetableadds90servicesto schedule,bringingtotalservicesto14,443 MetrolaunchesDumbWaystoDie,a publicsafetycampaignfeaturingaunique YouTubevideoandiTunessong,quickly attractingglobalnewscoverageand rackingup30millionYouTubeviewsinjust 2weeks TheSalvos-MetroTransitTeamsare deployedsixdaysaweektohelpprotect vulnerablepeopleontherailnetwork Apr13 NewstationopensatWilliamsLanding,with the$110Mprojectcreatinganothervaluable transportoptionforthoseinthewest EstablishedadedicatedCustomerControl Centretocoordinatecustomerservice activitiesduringmajorraildisruptions. Thecentreimprovesourdisruptionrecovery capabilitythroughthecoordinationof timelyandaccurateexchangesbetween traincontrollers,thedigitalmediateam, stationstaff,AuthorisedOfficersandbus companies Mar12 Metro’snewcorridormaintenance strategyisputtothetestina10-day shutontheCranbourne-Pakenhamline, with12monthsofnetworkmaintenance completedinjust10days Oct12 Metroleadershipteamlaunchesan ongoingseriesofPassengerInteractions, ridingwithpassengersduringthemorning peaktoseektheirvaluablefeedback Mar13 Thededicatedpassengerinformation app,MetroNotifywaslaunchedandto datehasregistered250,000downloads anddispatchedover400millionpush notificationstopassengers Aug13 Metro’sfirstpeer-to-peermessage servicekeepsstaffupdatedon incidentsanddisruptions Dec13 Comengdoorsrefurbishment projectcomesinaheadof timeandbudget–increasing thesafety,reliabilityand performanceofdoorsonour mosttravelledfleet AssistingtheGovernment andVictoriaPolicewiththe successfulassignmentof ProtectiveServiceOfficers (PSOs)acrossthenetwork Aug12 Newsingledayon-timeperformance recordachievedwith99.2%punctuality registeredonthe19August FreeWiFiislaunchedatFlinders StreetStation,furtherenhancingthe passengerexperienceatthebusiest stationonthenetwork Dec12 NetworkPerformanceteams wereestablishedtoexamineour operationalperformanceacrossevery runninggroupwithdifferentdivisions workingtogethertooptimise networkoperationsandimprove railwayperformanceforpassengers 2012201320132014 2012-2013 Apr12 Newtimetablebrings10-minute weekendfrequenciestoRingwood, DandenongandFrankston ThenewSouthMorangStationopens, formingpartofa3kmextensionbeyond EppingwithnewstationsatLynbrook andCardiniaRoad May13 Establishedadedicatedsurveillanceteam atourTrainControlCentretomonitor passengersafetyacrossournetwork, withover5000CCTVcameras
17PXOverview16 Jan14 MitchamStationrebuilt Jan15 MetroworkswithPublicTransport Victoria(PTV)tointroducenewfarezone changesacrosstherailnetworkwith passengerswhotravelacrossmultiple zonesnowsimplychargedazone1fare Jun15 TheMysteryShoppingprogram isintroducedtoensureeffective monitoringofcustomerservice standardsanddrivecontinuous improvement Sep15 MetrocompletesthePTVfunded RichmondStationCanopies UpgradeProject,a$7Mcanopy extensionprogramthatprovides additionalshelterforpassengers intheheartofthecity’ssporting precinct Dec15 WiFibecomesaccessibleat50 stationsaroundthenetwork, deliveringreliableinternet accessforouremployees andenhancingtheirabilityto provideadditionalinformation topassengers MTMwinstwoawardsatthe AustralianServiceExcellence Awardsinrecognitionofour achievements.Wereceived theawardfor‘Victorian CustomerServiceAdvocate oftheYear’aswellasthe highlyrecommendedawardfor ‘CustomerServiceProjectof theYear’forourStopHereapp, designedforpassengerswitha sensorydisability Jun14 Metrowelcomesthefirstwaveof78new multimodalAuthorisedOfficers,whoare empoweredtoworkacrosstherail,tram andbusmodes Traincancellationsarereducedbyalmost 40%acrossthefinancialyear,ina remarkablecross-functionaleffortacross keydivisionsofthecompany GainedaccreditationtotheInternational CustomerServiceStandardfollowingan auditbytheCustomerServiceInstituteof Australia Apr14 NetworkPerformanceteams clockup24monthsofcontinuous changesthatadvancethe punctualityanddeliveryofservices Apr15 Metro’spassengerinformationapp, MetroNotify,surpassesahugemilestone withmorethan100millionpush notificationsbeingsenttopassengers sinceitslaunch MetropartnerswithRSLVictoriatomark 100yearsoftheANZACtraditionwith volunteersoutinforcetofundraiseat stations,specialtrainservicesrunningto theDawnService,andaneye-catching trainwrapdecalpromotingthecentenary ofGallipoli Sep14 $66MRingwoodStationand businterchangegetsunderway intheeasternsuburbs Dec14 Totalfleetreliabilitydoublesover fiveyearsofoperation,withfewer trainfaultsregisteredperunit kilometretravelledonthenetwork Nov15 Supportedrolloutof80newX’Trapolis trains,fullyequippedwithCCTVcameras andemergencycallingtools Enterprisemobilityislaunched,with800 smartdevicesdistributedtofrontline staff,givingthemaccesstothelatest technologyrequiredtooffercustomersan outstandingMetroExperience Oct14 The$13.3MBalaclavaStationUpgrade improvesaccessanddeliversnew amenitiesforpassengers ‘StopHere’passengerappislaunched, makingtravelonthenetworkeasier andmoreaccessibleforthosewith asensorydisability.Theappenables passengerslivingwithasensory disabilitytoreceivealertsinvisual,audio orvibratemodeswhenapproaching theirnominatedstations–providing anewlevelofindependencewhen travellingonourrailnetwork TheBaysideRailProjectdeliversstation upgradesandcapacityforX’Trapolis trainstorunalongtheFrankstonline 2014201520152016 Jul14 MetroAcademyprovides16,000hours oftrainingpermonthonCustomer Serviceskillsacrossmultipledisciplines includingStations,AuthorisedOfficers andTrainServices Oct15 The$10.8MSyndalStationmulti-deckcarparkis opened,deliveringanadditional250carspacesto commutersontheGlenWaverleyline MetropartnerswithVictorianGovernment,VicTrack, PublicTransportVictoriaandmobilephonecarriers todeliverhighquality3Gvoiceand4Gdata coveragethroughoutthecityloopincluding12km oftunnelsandundergroundstations Nov14 RRLisontargettodeliver54,000extra tripswithmajorworkscompletedat Footscray,Sunshine,TottenhamandWest Footscraystations DumbWaystoDie(Game2)islaunchedon iPhoneandiPad,quicklybecomingthe#1 gameintheworld May15 MovingLikeAMetroInnovativeTraining programislaunched,whichintroduces passenger-servicestandardsand experientialtrainingandisdelivered toourfront-lineemployeesatWest FootscrayStation 2014-2015
19PXOverview18 20162017 Jan16 NightNetworkserviceislaunchedonthe railnetwork,with40newtrainservices usheringin24/7travelontheweekends BurkeRoadlevelcrossingiscompleted, andtherebuiltGardinerStationatGlen Irisopens CustomerSatisfactionclimbstoanew recordhighof73.5,withimprovements acrossallkeydriversofsatisfaction includingrunningofservices,personal security,information,trainStations,train drivers,price,mykiticketinganddesign- space-comfort ThePTVfunded$66Mupgradeof RingwoodStationiscompleted,with improvedshelterforpassengersanda newpedestrianconcourseproviding24hr accessovertherailline Nov16 Passengersflockbacktotherebuilt stationsatGiniferandStAlbans,withtwo dangerouslevelcrossingsremovedaspart oftheLevelCrossingRemovalProject Mar17 MetroTwitterfeedsurgespast200K followershighlightingitsimportanceas acommunicationandengagementtool forpassengers Aug17 Anewtimetabletakeseffectonthe Craigieburn,Frankston,Hurstbridge, SunburyandWerribeelines.Anextra 30servicesnowrunontheCraigieburn, SunburyandWerribeelineseveryweek Metroisworkingcontinuouslywiththe MelbourneMetroRailAuthorityonthe deliveryoftwintunnelsunderthecity, includingfivenewundergroundstations May16 Fareevasionhasplungedtoa recordlowofjust2.7%,after peakingat11.7%.Asustained focusonpassengereducation hasseenmykivalidationrates soartoanewhighof93.7%, fromalowof40% Aug16 MetrolaunchesitsOnTrackdisruption managementappwhichinstantly connectsourCustomerControlCentre, AuthorisedOfficersandstationstaff, ensuringinformationissharedquicklyand accuratelyduringunplanneddisruptions onthenetwork TheCaulfieldtoDandenongLevel CrossingRemovalProjectgetsunderway withahugeworksprogramthatinvolves theremovalofninelevelcrossingsand therebuildingoffivestations Dec16 TheMountainHighwaylevel crossingisremovedand passengersflowintotherebuilt BayswaterStationaftera37-day constructionblitz Seekingtobringourstationstolife throughpartnershipsandactivities, wegivebacktothegreatcity ofMelbournewheneverwecan throughinitiativessuchasKeep AustraliaBeautifulStationeers program,DiwaliDancingatFlinders Street,theSalvos24hrCarol-A- Thonandmanymoreactivities MTMwinsatopaccoladeatthe VictorianDisabilityAwardsforits groundbreakingStopHereapp. Theappwasdevelopedfollowing extensiveconsultationwith accessibilityadvocacygroups. 20172018 Apr17 CustomerSatisfactionreachesarecord highof73.5forthethirdtimewith improvedscoresacrossalltheprimary driversofsatisfaction,includinga2.0 increaseinpersonalsafety Metroregistersfiveyearsofpunctuality over90%,withallareasofthebusiness contributingto60consecutivemonths ofon-timeperformanceabovethe franchisetarget Oct17 Metroisawardeda7-yearextensionto operateandmaintainthemetropolitanrail networkinMelbourne.TheMR4franchise bringstougherperformancemeasures andthechallengeofrunningtherailway throughmajorworksandgrowth 2016-2017 Jul16 ConstructionofSouthlandStationbegins, givinglocalresidentsandshoppersa valuabletransportoptionontheFrankston linebetweenHighettandCheltenham Apr16 CustomerSatisfactionclimbstoarecord highof73.5forthesecondtimewith thereleaseoftheofficialquarterly figuresfromPublicTransportVictoria Feb17 BlackburnandHeatherdalestations upgradedaspartofLevelCrossing RemovalProject
21PXOverview20 2018-2019 2018201920192020 Feb18 Approximately125newbinswere installedacrossournetworkinstrategic highlitterlocationsasguidedbyPXR MysteryShoppinginsights Jan19 Significantinvestmentinfacilitating independentboardingforpassengers usingmobilitydeviceswith158raised boardingplatformsnowinstalledacross thenetwork Jun19 Aspartofourfranchisecommitment,we constructedassistanceanimalfacilities atfivestations:Caulfield,Flemington, Footscray,ParliamentandShowgrounds. Theyincludefood,drinkandtoilet facilities,andsuitablerestingspacesfor assistanceanimals May18 Threemonthtrialbasedonanuplift ingraffitiremovalwithmoregraffiti removedmoreoftenbasedontargeted ‘hotspots’.Corridorswhichweretrialled –FootscraytoSunbury,SouthYarrato Westall,GlenhuntlytoMordialloc Jun18 GuidedbyPXRMysteryShoppinginsight, morethan150newjumbotoiletroll holderswereinstalledacrossthenetwork throughoutJuly-August2018 Nov18 Deliveredsevenmechanicalpushers thataredesignedtoassistpassengers inmanualwheelchairstoproceed upanddownrampsatstationswith steepgradients Oct18 Comengtrainpassengerexperience environmentimprovement.Project includedarefreshtotheinteriorof thesaloonandalimitedrefreshofthe exteriorof70%ofthefleettoimprove thelevelsofpassengeramenitywitha particularfocusonwindowscratching andseatconditions Feb19 Providedmoreaccessiblemodesof transport(DDAtaxis)foroccupations wherebussingisinplace Increasedstaffpresencetoassist passengerswithaccessibilityneedsin timesofdisruption Accessibleparkingconsideredwhencar parksandshutdownandappropriate signageindicatingwherereplacement parksarelocated
23OurPassengerPrinciples22 OurPassenger Principles Passengers. AtTheHeartOfEverythingWeDo> 03Usingpastachievementsasamodelforthefuture, Metroisfindingnewwaystomeettheongoing challengesofrunningasuccessfulpassenger focusedrailway. Thepassengerexperiencewillremainattheheartof everythingwedoontherailway.We’llputpassengers firstandensurewegetitright.Thisjourneyhas started,howeverit’sbynomeanscomplete. Toembedasustainablepassenger-centricmodel,a significantchangeisunderway–re-aligningourfocus from‘movingtrains’to‘movingpassengers’. Toachievethis,werecogniseweareone-team, workingtowardsonegoal–ensuringthatweare puttingpassengersfirst. ThePassengerPrinciplesandsupportingthree-year rollingplanhelpsustounderstandwhatmattersto passengers,aswellasthepurposeofourimprovement projectsandactivitiesbeingdeliveredacrossMetro– allcontributingtoanimprovedpassengerexperience.
25OurPassengerPrinciples24 Passengersshallhavefrequent, regularandreliableservices (evenduringplanneddisruptions). Wewillmeetandworktoexceedthe monthlypunctualitytargetof92% Wewillmeetandworktoexceed thedeliverytargetof98.5% Wewillkeeppacewithagrowingcity, addingmorepeakandinterpeakservices Wewillembedrobustprocesses andpracticestosupport passengersimpactedbydisruption “IcanrelyonMetro,theydonot keepmewaiting.” Desiredpassengerresponse Consistentanddependableservices Objectives 92%98.5% 1.0
27OurPassengerPrinciples26 Passengerscanplan,navigateandfindtheir serviceregardlessoftheirleveloffamiliarity withthenetwork.Whentravelling,they knowwhat’sgoingonandwhattheiroptions arebecauseofconsistent,timely,accurate andaccessibleinformationprovidedacross multiplechannels. “InallsituationsMetrogivesmeadequate, currentandrelevantinformationthatIcan trustandactupon;IfeelthatMetrolistens andactsonfeedback.” Desiredpassengerresponse Timelyandaccuratepersonalisedinformation Objectives 2.0 Tocontinuetoinnovate,embracingnew technologyandinformationchannelsto connectwithourpassengersandcommunity Toactivelyseekfeedbackandbuilda two-wayrelationshipwithpassengers, deepeningourunderstandingoftheirneeds Tocontinuetoprovidepassengerswith timelyandaccurateinformationacross thebreadthofourinformationchannels Tokeepourstaffinformedsotheycanbeconfident andproactiveinprovidingadvicetoourpassengers– especiallyduringdisruptions,andtimesofmajorworks
29OurPassengerPrinciples28 Providesafestationsthatare attheheartofourcommunity Protectandmanagefare complianceonthenetwork Maintain,sustainandcontinuouslyimprove ourPassengerExperienceRegime(PXR) Continuetomaintainandupgradeourfacilities toensuretheyaresafe,modernandaccessible, improvingtheusabilityforpassengersandstaff Provideasafeandsecure environmentonboardourtrains PXR CollaboratewithProtectiveServiceOfficers, VictoriaPoliceandotheremergencyservices tomakerailtravelevensafer Safe,cleanandaccessiblepassengerexperience Passengersarenotplacedinphysical dangerbytheinfrastructureoroperations ofthesystem.Theyfeelsafeusingpublic transport–aidedbylighting,safetyzones, staff,CCTVandemergencyprocedures. Thestations,stopsandtrainsallcreatea positiveenvironmentandarepleasantfor passengersandthecommunityweserve. Objectives “IhavecompleteconfidencethatIamsafe travellingwithMetroandcanrelyonthem toprovidemodern,cleanand,accessible stationsandtrains.” Desiredpassengerresponse 3.0
31OurPassengerPrinciples30 Proactiveandapproachable Passengersareassistedbystaffwho areknowledgeable,helpful,friendly, politeandproactive.Staffarealso equippedwithmoderntechnologyto successfullymanageenquiries. “MetrostaffaretherewhenIneed them.Iappreciatethattheyare helpfulandknowledgeable.” Desiredpassengerresponse Objectives 4.0 Anticipateourpassengerneeds bymakingeveryjourneymatter Valueourpeople,inspiringand empoweringthemtodeliverthe besttheycanforourpassengers Investinourmanagerstogivethem theconfidencetobeinspiring,visible andpassenger-centricleaders Ensureourpeopleareset-uptosucceed, byprovidingtherighttoolsandtrainingto deliverexceptionalpassengerexperiences
33OurPassengerPriciples32 Betterdeliveryandpunctuality ofpassengerservices Thetotalnumberofserviceswillgrowwithourexpanding city,increasingtrainfrequenciesatstationsacrossthe network.Duringtheseven-yearspanofthenewMR4 franchise,we’lladd335peakservicesintotheweekly timetable.We’llalsointroduce1,758inter-peakand weekendservices,ensuringthatpassengerswhotravel outsidethepeakperiodcanenjoymoreservicesintothe future.Ourdeliverytargetmovesfrom98%to98.5%and ourpunctualitytargetispushedfrom87%to92%. 1.0 Consistentanddependableservices ProofPoints>
35OurPassengerPriciples34 Platformannouncersin thethickoftheaction Thedeploymentofplatformannouncersatsomeofour busieststationsisreapingrewards,especiallyinterms ofpassengerengagementandtheefficientboarding oftrains.Someplatformannouncershavebecomelocal celebrities,promptingMTMtolaunchtheMetroVoice Award.Thishighlysought-afteraccoladerecognisesan employeewhoconstantlydeliversthebestannouncement topassengers. Withmajorprojectworkreshapingtherailnetworkover thecomingyears,theroleourplatformannouncersplay atthefrontlinewillbecomemoreimportantthanever before.They’llplayacrucialpartinkeepingpassengers informedandpromotingasaferenvironmentforthemany thousandsofpeoplewhouseourserviceeveryday. 2.0 Timelyandaccuratepersonalisedinformation AtMetro,werecognisethattimeisprecious,andpeople leadverybusylives.That’swhywe’llcontinuetorefineour communicationpractices,strivingtodeliverconsistentand timelyannouncementsforeverytrainjourney.We’llmake ourpassengerinformationdisplaysandpublicaddress systemsmorereliableacrossthenetwork.Passengerswill beabletoaccessmoreon-demandinformationabouttheir trainservice.We’llalsocontinuetopursuededicatedsmart technologytodeliverevenmoredetailedinformation, includingtheenhancementofappssuchasMetroNotify. TrainServiceInformation
37OurPassengerPriciples36 Safetyandsecuritymeanalottoourpassengers–it’sone ofthekeydriversinthequarterlysatisfactionsurveythat measureshowwe’retrackinginmetropolitanrail.Thenew franchiseperiodwillseebetterlightingandsecurityat stationsandcarparks.Acrossthenetwork,wewill: •Upgrade500CCTVcamerastoguaranteebetter monitoringoftherailenvironment; •Eliminategraffitifromourstationsandtrainsthrough deepcleaningprograms,betteruseoftechnologyanda highlyvisiblepresenceonthenetwork; •ForgeclosercollaborationswithProtectiveService Officers,VictoriaPoliceandotheremergencyservices tomakerailtravelevensafer Moresafetyinfrastructure andincreaseddetection 3.0 Safe,cleanandaccessiblepassengerexperience TheCommunityEducationUnit(CEU)iscomprisedof sixdedicatedCommunityEducationOfficerswhostrive toeducaterailusers,improvebehavioursaroundlevel crossingsandtracks,aswellasreducetheriskofinjuries andfatalitiesonthenetwork.Theteamaccomplishthis throughacomprehensivecommunityeducationprogram thathassofarreachedover800,000people.TheCEU visitsover300schoolstodeliveratailoredmessageto schoolstudentsofallages.Theteamreachesoutto seniors,specialneedsgroups,internationalstudents, immigrants,andalsointernalrailstaff. CommunityEducationUnit touchesmanylives
39OurPassengerPriciples38 Moreaccessiblefacilities Metrowillcontinuetoworkwitharangeofadvocacy groupstodeliverbetteraccessibilityoutcomesonthe network.We’lldeliveradriveralertsystemforpassengers withaccessibilityneeds,ensuringasmootherand morerelaxedjourney.Thepriorityseatingwithinour carriageswillberedesignedtomakeiteasiertoidentify. We’llintroducemoreraisedplatformsformobilityaid passengers,with20raisedplatformsdeliveredinthefirst 12monthsofthenewfranchiseperiod.Newmechanical pusherswillalsobeintroducedsostaffcansafelyassist wheelchairusersatdesignatedstations.Inaddition,fiveof themajorinner-citystationswillbefittedwithupgraded facilitiesforassistanceanimalsthatsupportpeoplewith disability. Cleanerstationsandtrains Metrowilldelivercleanerstationsandtrainsintothe future.Thismeanshigherfrequencycleaningregimesin thestationenvironment,togetherwithmoretrainwashes andinteriordeepcleansforcarriages.Toensurewe’re hittingourtargets,independentinspectionswilltakeplace ontrainsandatstationsacrossthenetwork.Passengers canlookforwardtocleanerfacilitiesandabetter experiencewithusoverthecomingyears.
41OurPassengerPriciples40 GoodPracticeGuidelines AtMetrowecontinuallyengagewithimpactpassengers tounderstandthebestformattocommunicate information.Wereviewourcommunicationmethodsto alignwithpassengerneeds.TheGoodPracticeGuidelines wereintroducedtooutlinethepreferredformatof notifyingimpactedpassengerswithaccessibilityneeds ofanupcomingdisruption.TheGoodPracticeGuidelines foraccessibilityduringdisruptionswillbemaintainedand updatedannually. Metrogivesbackand bringsstationstolife AtMetrowecareaboutourpassengersandthe communitiestheylivein.Wesupportawiderangeof not-for-profitorganisationsinavarietyofwaysincluding fundraisingatstations,communityartworks,corporate sponsorships,communityfestivals,plusstationactivities andperformancesinpartnershipwithlocalcouncils.We strivetobringourstationstolifethroughaseriesof partnershipsandactivitiesincludingtheKeepAustralia BeautifulStationeersprogram,DiwaliDancingatFlinders Street,andthe24hourCarol-A-Thon.Wealsoactivateour stationstosupportMelbourne’sworldclassspecialevents.
43OurPassengerPriciples42 OnTrackapp Metrostaffwillbebetterequippedtohelppassengers, withaccesstoreal-timeinformationontabletsandother mobiledevices.We’llputmorepassengerassistancestaff atbusyhubs,andwe’lltrainourstaffinrapidresponse practiceswhichareimplementedduringdisruptionsonthe network.We’llalsoempowerourstafftofindmultimodal solutionsthatdeliverpeopletotheirdestination,swiftly andefficiently,nomatterwhereitisonthemap. OnTrackisadisruptionmanagementapptailored specificallyforMetrostaff.Theappinstantlyconnectsour PassengerControlCentre,AuthorisedOfficersandstation staff,ensuringthatinformationissharedquicklyand accuratelyduringunplanneddisruptionsonthenetwork. Withthetouchofabutton,userscanquicklyaccess informationabouttheincident,includingthework underwaytoclearthedisruptionandrestoreservicesfor ourpassengers. OnTrackalsohasthecapabilitytoincorporateupdates onplannedworks,aswellason-timeperformancedata. Italsogivesourstaffaccesstogeneralinformation aboutallourstationsandanyconnectingservicessuch asbuses,tramsandregionaltrains.OnTrackunderlines ourcommitmenttousingtechnologytoempowerour employees,ensuringtheyarefullyequippedtoaddvalue tothepassengerexperience. MovingLikeAMetro MovingLikeAMetroisanimmersivetrainingprogram forcustomerservicestaffworkingintherailindustry.It isapractical,scenario-basedprogramthatistailoredto frontlinestaffworkingatalllevels.We’vedevelopedthe programtoensurethatpassenger-serviceexcellenceis atangibleobjectiveforallstationstaff,harnessingthe benefitsofexperientiallearningtoinformandguideour entirepassenger-facingworkforce. Theprogramusesauniquecombinationofclassroom andpracticallearning.Multiplescenariosaretestedinthe livestationenvironment,whereparticipantscaptureand analysefootageoftheirperformanceandtakelearnings backintotheirdailyroles.Theprogramisanotherstep inourjourneytoprovidinganexceptionalpassenger experienceateverytouchpointalongtheway. Betterequippedstaff 4.0 Proactiveandapproachable
45OurPassengerPrinciples44 Station Information Graffiti Cleanliness InfrastructureCondition Fleet Station Staff Graffiti Scratching Cleanliness RollingStockCondition ThePassengerExperienceRegime(PXR)isanewform ofgovernancethatfocusesonprioritisingandenhancing passengerexperienceonMelbourne’smetropolitantrain network.PXRisbasedonasetofmetricsdesignedto liftourstandards,toensurewedeliveraconsistent andenhancedpassengerexperienceonMelbourne’s metropolitantrainnetwork. It’scomprisedof85metricsacrossthethreekey passengercomponentsofFleet,StationandInformation. PXRmetricsareintendedtodriveaconsistentpassenger experience. Metroreportsthedatafor55metricsonamonthly basis,andtheremaining30aremysteryshoppedbyan organisationexternaltoPTV.TheMysteryShopping programtakesplaceacrossthenetwork. Metricsareusedtoevaluateourserviceandare categorisedaseither‘compliance’(wemustdo)or ‘performance’(qualitymeasurement). Ofthemetrics,35carryapotentialfinancialpenaltyand accruepoints.Thefinancialpenaltyisdesignedtoimpact Metro’sbottomline,whilethepurposeofthepointsis toensureweimproveareaswherewemaynotmeet expectations.Ifwedonotconsistentlymeetthepoints threshold,thiscouldultimatelyresultineventsleadingto theterminationofthefranchise. AsafurtherincentiveforMetro,achievinganincreasein thePassengerSatisfactionMonitor(PSAT)scorecanresult increditsagainstthepotentialPXRfinancialpenalty. Passenger ExperienceRegime> Fleet KeyPassenger Components
47OurPassengerPrinciples46 MeasuredbyindependentPassengerSatisfactionMonitor– RunningofServices,12monthrollingaverage Wherewehavecomefrom2010 WhereweareatcommencementofMR42017 Whereweexpecttobein2021 62.5 74.1 77 1.0ConsistentanddependableservicePSATmetric Actionplan> Howweareimprovingthe passengerexperience Consistentanddependableservice Keyinitiativetoachievethetarget
49OurPassengerPriciples48 •Moretrains,moreoftenwithnewtimetablescoming intoeffectinAugust2018withextraservicesfor passengers,delivering: ||NewweekdayservicesacrosstheDandenong Corridor,Hurstbridgelines,Mernda,SouthMorang, andWerribeelaterthisyear; ||Improvedtravelchoiceseveryweek,including115 newandextendedservicesavailabletoSouth Morangpassengers,especiallyduringpeaktimes; ||Accessto982servicesforpassengersusingthe newMerndaStation,whichopenedinAugust 2018aspartofthe$600millionMerndaRail Extension; ||Upto80newandextendedserviceseachweek forCranbourne-Pakenhamline(Dandenong Corridor)passengerswithlongerturn-up-and- goservicefrequencyintheevenings–that’s accesstotrainsevery10minutesuntil10pmon weeknights; ||Anadditionof35newweekdayservicesonthe Werribeeline ||Aturn-up-and-goserviceavailableuntil8.20pm onweekdaystopassengersatSeddon,South Kensington,SpotswoodandYarraville;and ||Moreoptionstogettowork,schoolorleisure activitieswith35newandextendedservices availableeachweektoHurstbridgeline passengersbetweenElthamandthecity. •AltonaLoopcommutersenjoyedamorereliable journeywiththeadditionofaduplicatedsectionof trackbetweentheWerribeelinejunctionandKororoit Creek,removingasignificantbottleneckandproviding anotherpointalongtheloopwheretrainscansafely passoneanother. •Merndarailextensionopenedthisyearwith passengershavingaccessto982serviceseveryweek. ThenewMerndaRailwilldeliverbettertransportand facilitiesforlocals,communityandopenspaces,better connectionsforpedestriansandcyclistsandimproved access.Thebrandneweight-kilometrerailextension includesthreenewstationsatHawkstowe,Merndaand MiddleGorge.Thethreestationsareexpectedtocater forupto8,000commutersaday,using2,000newcar parks. •Moretrainsareexpectedonthetrackswith13ofthe 19Ballarat-madeX’Trapolistrainsnowinservice,while number14isanticipatedtobecompletebyearly2019, andtheremainingfivearetobedeliveredlaterinthe year. •DwellmanagementstrategiesatbusyCBDstations areimplementedtoimprovereliabilityandreducedelays. •Networkperformanceimprovementplanis establishedtoachieveandexceedpunctualityand deliverytargets,increasingpassengerconfidenceand servicelevels. •Modelpassengerbehavioursstrategyislaunchedto supportanon-timeandreliableservice.In2018‘weare onthesameteam’campaignwasinitiatedtoencourage passengerstoadoptbehavioursthat“letpassengers alightfirst”and“movedownthecarriage.” •GPSonreplacementbusesisintroducedinDecember 2018tostrengthentherailreplacementbusservices, improvingpassengerdeliverycoordinationand passengerinformation. •RemotelyPilotedAirSystem(RPAS)-drones programispilotedduringmajoreventstoprevent incidentswhichcancauseraildisruptionsandassist withincidentrecovery. •VictoriaPolicepresentatMetrolduringpeaktimes andall-dayonweekendstopreventraildisruptions and/orenablesignificantlyfasterresponsetimesto emergencyincidentsthatcancausedisruptionsto passengers. FY19
51OurPassengerPriciples50 •Moretrains,moreoftenwithCranbourne-Pakenham greenfieldtimetableduetobereleasedAugust2019. •NewHighCapacityMetroTrainsstartrunningonthe PakenhamandCranbournelinefrommidtolate2019. TheHighCapacityMetroTrain(HCMT)willbeableto carry20%morepassengersthananycurrenttrainon thenetwork.TheHCMTwillusethelatesttechnology– makingthemsafer,morereliableandmorecomfortable forpassengers. •Non-driverassistedwheelchairboardingis introducedtoreducedwellsatinnercitylocations. •NetworkControlCentreisestablishedtoprogressthe multimodalcoordination,improvingpassengerincident responses. •Policiesandpracticesondeliveryofpassenger informationduringdisruptionwillbereviewedand updated. •RemotelyPilotedAirSystem(RPAS)-dronesto becomeapermanentfeatureduringmajoreventsto preventincidentswhichcancauseraildisruptionsand assistwithincidentrecovery. •DedicatedPassengerExperienceOccupationCentre tobeintroducedtomanagepassenger-servicedelivery. •Advancedtechnologyroadmapisestablished, improvingdwellmanagementthroughtechnology drivensolutionssuchas:countdownclocks,LEDlighting toindicatependingtraindeparture,traindoorlocation, andpassengerplatformspreading. •CountdownclocksinstalledatpriorityCBDstations. •Morepassenger-servicestaffdeployedathigh-traffic stationstohelpcustomersinrealtime. FY20FY21
53OurPassengerPrinciples52 2.0 Actionplan> Howweareimprovingthe passengerexperience Timelyandaccurate personalisedinformation Keyinitiativetoachievethetarget MeasuredbyindependentPassengerSatisfactionMonitor– Information,12monthrollingaverage Wherewehavecomefrom2010 WhereweareatcommencementofMR42017 Whereweexpecttobein2021 65.5 74.9 77 TimelyandaccuratepersonalisedinformationPSATmetric
55OurPassengerPriciples54 •Communicationsprotocolsrevisedtoprovide clearer,moretimelyinformationtoourpassengers duringincidentsandbetterinformationaboutthe improvementswe’remakingtothesystem. •Multimodalpassengerinformationscreens installedatSouthernCrossStation. •VoiceofthePassengerprogramestablishedtobetter informMTMofpassengerimprovementopportunities. •Phonelinecapacityupgradedtoincrease announcementcapabilityatstationstobetter informpassengers. FY19
57OurPassengerPriciples56 •PTVpartnershipisestablishedoncriticalindustry passengerinformationprojectssuchaswayfindingand digitalstrategy. •Informationtouchscreenkioskspilotedtoenhance ourinformationofferingandthemultimodaljourney planningexperienceatallstations. •Passengerpatrolconceptpilotedwithamobile promotionscrewthatengagewithpassengersaheadof majorworksorfollowingincidents. •Passengerinformationdisplayscreensaddedat prioritystations. •PassengerinsightsandanalyticssharedacrossMTM viathe‘MetroInsights’program. •Passengerdigitalofferingreviewed,encompassing alldigitalchannels(offandon-network)tomeet passengersevolvingneeds. •Centralisedplatformannouncerprogramexpanded tocoverfullnetwork,enablingimprovedpassenger informationdelivery. FY20FY21
59OurPassengerPrinciples58 3.0 Actionplan> Howweareimprovingthe passengerexperience Safe,cleanandaccessible passengerexperience Keyinitiativetoachievethetarget MeasuredbyindependentPassengerSatisfactionMonitor– PersonalSecurity,12monthrollingaverage Wherewehavecomefrom2010 WhereweareatcommencementofMR42017 Whereweexpecttobein2021 59.5 70.7 74 SafetyPSATmetric
61OurPassengerPrinciples60 •Four-year-plantoincreasePSOspresenceontrains introduced.Currentlythereare25PSOsdeployedon boardnighttrainstoimprovepassengersafety.Thisis thefirstpartofafour-year-plan,withanadditional25 PSOstobeaddedeachyearoverfouryears,tomakeup atotalof100PSOsoverall. •Discreetalertpassengerreportingapptrialled. ThemobileappChatSafeoffersMTMpassengersa quickanddiscreetmethodforreportingharassment, safetyconcernsorsuspiciousactivitydirectlytothe MTMPassengerControlCentre. •Morethan650CCTVcamerasinstalledandupgraded toboostsecurityatstations.Underthisnewdirection, coverageofCCTVcameraswillextendtothefrontof toiletsinallnewstations. •Crowdmanagementanddispatchpractices strengthened,byfocusingonpassengerplatform crowdingandsafeboardingduringpeaktimes. •CommunityEducationandSchoolsprogramis continued,instructingtrainusersonrailsafetyfeatures, improvingbehavioursaroundlevelcrossingsandtracks, andreducingtheriskofinjuriesandfatalitiesonthe network. •Publicawarenessofthesafeuseofpedestrian crossingsisincreasedwiththe‘stopbeforeyou crosscampaign’duringRailSafetyWeek.Awareness isalsoextendedthroughtheinstallationofimproved communitysignageatpedestriancrossingsacrossthe network. •SafetyYouCanSeecampaigndeliveredinpartnership withPTVandsupportedbyVictoriaPolice,highlighting therangeofsafetyandsecuritymeasureskeeping passengerssafeonthenetwork. •Safetyatpedestriancrossingsarefurtherimproved withworksatcrossings.Thisincludesfittingautomatic gatesthatclosewhenatrainisapproaching,whichwon’t openuntilitissafetocross.Italsoinvolvesretrofitting electromagneticlatches,ensuringpeoplecangetoffthe tracksiftheygetcaughtbetweentheautomaticgates whentheyclose.ThecrossingsunderthecurrentState LevelCrossingUpgradeprogramareat: ||MaidstoneStreet,Altona; ||ChelseaRoad,Chelsea; ||BellStreet,Coburg; ||DenmanAvenue,Edithvale; ||StationStreet,Fairfield; ||HamptonStreet,Hampton; ||ParkersRoad,Parkdale; ||GaffneyStreet,PascoeVale; ||OlverStreet,Preston; ||HuttonStreet,Thornbury; ||UnionStreet,Windsor. •EscalatorSafetyCampaign.RMITwascommissionedto conductastudyonthenumberofslips,tripsandfallson theescalatorsatParliamentStation.Thisledtoasafety campaigninitiatedatParliamentwitha6-yearoldgirl announcingtheimportanceofholdingon. •Installationofdefibrillatorsat 12stations. •OperationJETconductsseriesofvisits.JointEducation Taskforceisataskforcemadeupofanallianceof MetroTrains’CommunityEducationUnitandVictoria Police’sTransitProactiveUnit.Policeofficers,Protective ServicesOfficersandMetrostaffmemberswillconduct aseriesofvisitstoschools,levelcrossingsandrailway stationsover11weekstodiscussrailsafetyissues withstudents,withtheaimofreducingthenumberof incidents. Safe MeasuredbyindependentPassengerSatisfactionMonitor– PersonalSecurity,12monthrollingaverage Wherewehavecomefrom2010 WhereweareatcommencementofMR42017 Whereweexpecttobein2021 62.3 70.7 72 CleanandaccessiblePSATmetric FY19
63OurPassengerPriciples62 •TheBroadmeadowsRailwayStationUpgradewas completedinOctober2018.Theprogramincluded revampedtoilets,anewrampforthestationentrance whichwillmakethestationmoreaccessible,lightingto improvesafetyforcommuterstravellingafterdarkand installationoffournewMykireaders. •TheFrankstonStationRedevelopmentprovides abettertravelexperiencewithnewbuildings, comfortablewaitingroom,improvedlighting,security camerasandadditionalpassengerseating.Station platformshavebeenraisedtoensureasmoother transitiononandofftrainsforallmembersofthe community. •AspartofthelandmarkCaulfieldtoDandenong LevelCrossingRemovalProject,fivenewstations havebeenre-builtandarenowtakingpassengers– Carnegie,Clayton,Hughesdale,Murrumbeenaand NoblePark. •ThreenewstationsbuiltonMerndarailextension, cateringforupto8000commutersadayandhelpingto easecongestionalongPlentyRoad.Inanotherwinfor thecommunity,anadditional40carspaceshavebeen builtatthenewHawkstoweStation. •FlindersStreetStationiscurrentlyenjoyinga$100M upgradefromtheVictorianGovernment.Theupgrade includesredesigningtheconcourse,fixingtheroof, restoringthefaçade,repaintingthebuildingand refurbishingtheamenities–includingtheinstallationof anewstate-of-the-artLEDlightingsystem. •StationCarParkUpgradesprogram.TheVictorian Budget2018–19provides$60Mformorethan2,000 newandupgradedcarparkingspaces,moresecure storagefacilitiesforcyclistsandbetteraccessfor pedestriansatbusymetropolitantrainstations.Stations tobeupgradedincludeBelgrave,Craigieburn,Epping, SandownParkandSunbury–withotherstationsalso tobeconsideredaspartofthepackage.Completed CarParkUpgradesincludeBelgrave,Berwick,Cardinia Road,DeerPark,FerntreeGully,KeilorPlains,Melton, Montmorency,Officer,Regent,Strathmore,Upfield, Watsonia,andWilliamsLanding. •Majorinterchangestationsreviewedforfuture upgradesincludingBroadmeadowsandPakenham, aswellasotherselectedstationsthatincludeSeaford andKananook. CleanernetworkBetterstations-modern andcommunityfocused •Newcleaningmodelfortrainsandstations establishedtoimprovethepassengerexperienceandto supportnewcommercialbenchmarksandregimes. •Corridorgraffitiblitzresultedin42,142squaremeters ofgraffitiremovedfromthenetwork. •Newautomaticdrivethroughtrainwashfacility establishedatKananook. •Trainrefurbishmentsundertakenover14monthswith onetrainpermonthrefurbishedtoaddressdegradation ofhigh-wearitemsincludingseats,flooring,windows andhandrails.
65OurPassengerPriciples64 •Allnewstationsdesignedandconstructedtomeet accessibilitystandards. •AutomaticdoorclosersinstalledtoDDA(Disability DiscriminationAct1992)toilets. •Newtactilesinstalledacrossthenetworkandnow presentat168stations. •Mechanicalpushersdeployedatsevenstations whererampsexceedtheinclinerequirementfor wheelchairs,includingBoxHill,Caulfield,Heidelberg, Moorabbin,Richmond,SouthYarraandWerribee. •AnimalAssistanceAreasatfivestationsincluding Caulfield,Flemington,Footscray,Parliamentand Showgrounds. •158raisedboardingrampsinstalledacross thenetworkandat69stationsincludingAltona, Anstey,Ashburton,Aspendale,Bayswater,Bentleigh, Berwick,Boronia,BoxHill,Carnegie,Carrum,Caulfield, Chelsea,Clayton,Coburg,Cranbourne,Dandenong, Darebin,Edithvale,Elsternwick,Epping,FerntreeGully, Flagstaff,FlindersStreet,Frankston,Gardiner,Ginifer, Glenhuntly,Hawkestowe,Heatherdale,Holmesglen, Hughesdale,Hurstbridge,Ivanhoe,Jolimont,Keilor Plains,McKinnon,MelbourneCentral,Mentone,Merinda Park,Mernda,MiddleGorge,Mitcham,Moorabbin, Mooroolbark,MountWaverley,Murrumbeena,Noble Park,Nunawading,Oakleigh,Officer,Ormond,Pakenham, Parkdale,Parliament,Patterson,Ringwood,Rosanna, Sandringham,Southland,SouthMorang,South Yarra,Springvale,StAlbans,Sunshine,Thomastown, WattleGlen,WestFootscrayandWestall.Theraised boardingrampswillfacilitateindependentboardingfor passengersusingmobilitydevices. •$16.3Mtomaketramstopsandtrainstations atWatergardensandEssendonstationsmore accessibleforpeoplelivingwithdisability. •Priorityseatingisbetterdistinguishedwithnew colouredfabricinstalledacrosstheentiretrainfleet. •StationFacilityUpgrades.Accessibletoiletsnow availableat96stationsandaccessibleparkingat 151stationsacrossthenetwork. Accessiblenetwork–accessible andinclusiveupgradeprogram
67OurPassengerPriciples66 •StationsAliveprogram.Theaimofthiscampaignisto raiseawarenessofmentalhealthinlocalcommunities, whilefocusingonpositivementalhealthmessaging. It’salsodesignedtobringattentiontolocal,stateand nationalservicesandresourcesthatareavailable. ThisactivationwillbeinlinewithTrackSAFE Foundation’s‘CommunityStations’toolkitandtake placeonthefollowingdates(subjecttomentalhealth serviceavailability): ||Berwick,20March2019; ||Clayton,23April2019; ||Croydon,22May2019; ||BoxHill,19June2019; ||Ringwood,17July2019; ||Sunshine,21August2019; ||Footscray,18September2019; ||FlindersSt,20November2019; ||Parliament,18December2019. •Stationemergencymanagementplansreviewed andpracticedtoensureMetrocaneffectivelyrespond andsupportpassengersduringcriticalincidents.Drills areconductedwithemergencyservicesandindustry partners. •IntroductionofWiFiintruderdetectionsystemsto detectpresencearoundcriticalinfrastructure. •Boardingandalightingsaferandeasierat20 stationswithlessgapbetweenthetrainandplatform interface(Q42019). •Passengereducationandawarenesscampaigns focusedonpositivelyinfluencingsafebehaviours, suchas:notrunningfordepartingtrains;preventing distractioncausedbymobilephones;safeuseof escalators;nottryingtoboardwhiledoorsareclosing; and,mindingthegap. •Additional32lifesavingdefibrillatorsinstalledatall premiumstationsacrossthenetwork. •Betterhelppoints.Ourhelppointshavebeen redesignedtoprovidemorefeaturestoassist passengers. •Installationandupgradeofmorethan650CCTV camerastoboostsecurityatstations.Underthisnew directioncoverageofCCTVcameraswillextendtothe frontoftoiletsinallnewstations. •Tracklinesidefencingprogramimplemented, improvingpassengerandcommunitysafety.There isanannualallocationof4kmoffencingfortrauma reductionforthelifetimeoftheagreement.Hotspots areidentifiedbyINXandPRSdatabases,aswellas consultationwithtraindriversandStationMastersto confirmspecificlocations. Locationsbasedonpriorityinclude: ||Beaconsfield; ||Berwick; ||Berwick–Beaconsfield(partofPTVprojectto installcompliantfencingatsuicidehotspots); ||Edithvale–Aspendale(partofPTVprojectto installcompliantfencingatsuicidehotspots); ||Hampton; ||Hampton–BrightonBeach-x3; ||KeilorPlains; ||MelbourneEast(Wellington-Parade) ||Mordiallocto-Aspendale; ||Officer(CardiniaRoad); ||Pakenham(CardiniaRoad); ||Prahran;and ||SouthKensingtontoFootscray. TotalM&RFencingAllocation: 4541m TotalPTVFencingAllocation: 5040m Safe FY20
69OurPassengerPriciples68 Cleanernetwork •Partnerwith‘KeepVictoriaBeautiful’andengage MTMstafftobeautifystations. •PXRapprolledoutacrossthebusinesstoenable MTMstafftoreportanyevidenceofuncleanlinessand damageacrossthenetworkforrealtimemanagement ofissues.
71OurPassengerPriciples70 •AchievefullCommunicationAccessSymbol accreditationandbecomethelargestrailway operatorintheworldwithSCOPEaccreditation. Thiswillimprovethequalityofcommunicationfrom MTMfrontlinestafftopassengerswithadditional communicationneeds. •Languagetranslationserviceofferingpromoted atselectedstationstoassistlinguisticallydiverse passengers. •Newstationsaccessvideosavailable.Providing passengerswithinformationaboutstationfeatures andegress. •Lightweightwheelchairramps.Developmentand trialofalternativewheelchairrampstoincrease operationalsafety. •Beacontechnologyrollout.Withthesuccessful completionoftheriskassessment,MTMwillengage GuideDogsVictoriatosupply,install,configure, supportandmaintainanarrayofbeaconsatsevenhigh patronagestations. •WatergardensStationLiftupgradetoincreasethe numberofliftsatthestationtosix.Theliftswill havesemi-transparentwalls,improvedlightingand CCTVcoverageforimprovedsafety.Theyalsoinclude separatepowersourcesandbatterypowerback-upto ensurecontinuousoperation,souserswon’tbetrapped inablackout. •Stationrefreshprogramtorepairtiles,service elevatorsandescalators,repaintandconductadeep cleanatprioritystationsacrossthenetwork. •Pilotcommunitynoticeboardsatselectedstations, profilingkeypassengerimprovements,MTMcommunity involvementandcommunitynotices. •SouthYarraStationtoreceivea$12.3Mupgrade withwiderentrance,redesignedstationlayoutand accessibletramstops. •Parcellockersatselectedstations.Withpostoffices andcouriershavingpoorcollectionoptionsatweekends, parcellockerswillbeinstalledathotspotlocationsto addressthisgapinthemarket. •CarParksforCommutersFund.This$150Mfund willbuild11,000newcarparksforstationsatsomeof ourbusiestmetropolitanandregionaltrainstations, including500atFrankstonStationand355at MerlynstonStation. Betterstations-modern andcommunityfocused Accessiblenetwork–accessible andinclusiveupgradeprogram
73OurPassengerPriciples72 •ImprovedCCTVandfacialrecognitionintroducedto enhancesafetyoutcomesforpassengers. •Moreparamedicsintroducedatprioritystationsacross thenetworktoassistoursickandinjuredpassengers. Sickpassengersareoneofthemajorcausesfortrain delays,withthisinitiativesupportingourpassengers thatrequirecareandalsosupportingon-timetrains. •Stationeersprogramsupportscommunitygroupsto maintainstationsandgardens. SafeCleanernetwork FY21
75OurPassengerPriciples74 •Pilotpre-bookedtravelassistanceatselected premiumstations,providingagreaterlevelof passenger-servicetoassistpassengerboarding andalighting. •SiemensDDAHalfLifeFreshHearingLoopimproves clarityofinformationontrains. •IncreaseingrabhandlesonSiemenstrainstomake moregrabhandlesavailableforpassengers. Betterstations-modern andcommunityfocused Accessiblenetwork–accessible andinclusiveupgradeprogram •Additional40retailkiosksintroducedatstations toimproveserviceofferingtopassengerssincethe commencementofMR4. •Pilotprogramformusicianstoincreaseandimprove theentertainmentexperienceinourstations. •NewReservoirStation.AspartoftheLevelCrossing RemovalProject,thenewstationwillincludeabove groundplatformswithaccessvialiftsandstairs.The stationforecourtwillbeaccessiblefromeithersideof thestation–withsaferwaitingareas,betterlighting andmodernfacilities.
77OurPassengerPrinciples76 4.0 Actionplan> Howweareimprovingthe passengerexperience Proactiveandapproachable Keyinitiativetoachievethetarget MeasuredbyindependentPassengerSatisfactionMonitor– 12monthrollingaverage Wherewehavecomefrom2010 WhereweareatcommencementofMR42017 Whereweexpecttobein2021 72.1 79.8 81 ProactiveandapproachablePSATmetric
79OurPassengerPriciples78 •Empoweredstaff.Ourstaffhavebetteraccessto keypassengerexperienceperformancedataandare supportedtoactinthebestinterestofpassengers. •Investmentintraining.Stationstafftrainingincreased tobuildskillsandconfidenceinmanagingincidents, accessibilityandcustomerservice. •Righttoolsforthetaskintroduced,byimprovingthe informationprovidedtopassenger-facingstaff.Wewill introduceMetroGosoallrequiredinformationisatthe fingertipsofourteams •RealtimepatronagedatainOnTrackpassenger decisionmakingtoolmakesrespondingtodisruptions easierandimprovespassengerdeliveryresponseduring timesofdisruption. •PartneredwithAmbulanceVictoriaandSaferCare Victoriatoupdateillpassengersprocedure.This nowdirectstrainsexpresstospecificlocationsand introducesanewdirectivetomovepassengersoffthe traintoreceivetreatmentontheplatform. •Morewaystotopupwiththeinstallationof40more QuickTopUpandEnquiryMachines(QTEMs)across thetrainandtramnetworkinlate2018,includingBox Hill,Camberwell,Nunawading,SouthMorang,Tarneit, Thomastown,Watergardens,andYarraville. •MobileMykiwillmaketraveleasierforpassengers withAndroidsmartphonesfromMarch2019andenable useoftheirphonesfortravel.Thenewsystemhas beendevelopedinpartnershipwithVictoria’sticketing providerNTTDataandGoogle.Passengersareableto topuptheirMobilemykianytime,andanywhere,ina matterofseconds.Theycanalsoseetheirrecenttravel historywithintheapp. •ComengLifeExtension(Stage2)programincludes arefreshoftheinteriorandexteriorofComengfleet, includingnewmarkerlightsandgangwaybellows. FY19
81OurPassengerPriciples80 •Partneringwithcommunitygroupsandlocal councilstoimplementenvironmentalandsustainable initiativesatselectedstations. •CommunityArttodetervandalismandgraffitiat stationsthroughcommissionedcommunityartwalls. •Modernrefresheduniformsforpassenger-facingstaff tobeintroduced. •Morepassenger-facingstaffmadeavailabletoassist passengersinpeakperiodsbyenhancingourrostering practices. •Installationof160phonechargingportsatCBD andinner-cityrailwaystations,including32mobile chargingbarsatFlagstaff,FlindersStreet,Melbourne Central,ParliamentandSouthernCross,aswellasNorth Melbourne,RichmondandSouthYarra. FY20FY21
83OurPassengers82 OurPassengers 04 Understandingandconnecting withourpassengers> Attheheartofprovidingexcellentcustomerservice isadeepunderstandingofourpassengers.Metro hasbeenlisteningcarefullytopassengerstogain greaterinsightsintotheirneedsandtobetter understandwhatmakesasatisfyingjourney.We’ve brokendownthestatisticstodevelopanawareness ofpassengersasindividuals.Afterall,we’reout theremeetingandtalkingtothemeverydayand gettingthemfrompointAtopointBincomfort.
85OurPassengers84 Itiseasytoplanmyjourneyinadvance oftravelling ServicesareavailablewhenIneed totravel ItisfastandeasytotopupmyMyki priortotravelling Ifeelwellinformedaboutfutureplanned servicechanges Iwaswellinformedofunplanned disruptionbeforeleavingforthestation Therewasadequateparkingatthestation Therewassafeandeasyaccessto thestation Stationstaffwereavailable,helpful, knowledgeableandhadagoodattitude Purchasingmyticketwasquick,easyand hasslefree Therewasadequatesignageanditwas easytonavigatethroughthestation Informationabouttraintimesand platformswasclearlyvisibleand easytounderstand Mywaitforthetrainwascomfortableand adequateshelterwasavailable IfmyjourneywasdisruptedIwaskept wellinformed Ifmyjourneywasdisruptedadequateand timelyreplacementserviceswereprovided Ifeltsafeandsecurewhenatthestation Mytraindepartedontime Thetrainwascleanandwellmanteined Mapsandjourneyinformationwaswell presentedandeasytofind Thevehiclelayoutwaspredictableand accessibleseatswereavailable Mytrainjourneywascomfortableand Ihadadequatepersonalspace Iftheservicewasdisruptedtherewas goodinformationonboardthetrain Ifeltsafeandsecurewhentravelling aboardthetrain Staffwerehelpfulandprofessional Iwasabletogetoffthetraineasily andsafely Announcementswereaccurateandeasy tounderstand Itwaseasytoconnectwithotherforms oftransport Ifeltsafeandsecurewhenexiting thestation Informationaboutconnectingservices andthelocalareawasavailable Itwaseasytoprovidefeedback Thecostofmyjourneywasfairforthe service,andaccuratelycalculated PlanningAtthestationOnthetrainOnwardjourney 01020304 Journeymap>
87OurPassengers86 Metroisimportanttothelivesofmillionsofpeople. Onaverage,over415,000passengerstravelonMTM’s networkeachday.ThepeopleofMelbournerelyon ustogetthemtoimportantmeetings,visitswith preciousfamilyandfriends,pick-upsanddrop-offs– everyjourneymatters. Themostimportantaspectofeachpassenger’s journeyispersonal.Itcouldbetheon-timerunning ofthetrain,availabilityofdisruptioninformation whenthingsdon’tgotoplan,orthecleanlinessofthe stationandtrain.Inordertoimprovethepassenger experience,wemustgettoknowourpassengersand trulyunderstandwhatisimportanttothem. Frequenttraveller 18-35 Personas> Frequenttravellersinthe18-35age groupareprevalentduringthemorning andeveningpeaksandknowthe networklikethebackoftheirhand. Theyaimtomaximisetheirtraveltime byusingsmartdevicesduringtheir journeysandwanttheabilitytomove quickly,efficientlyandeffortlessly. –Areliableservice–deliveryfirst, thenpunctuality –Accurateinformationattherelevant pointofthejourney,inaneasyto consumeformat,toenableinformed traveldecisions –Comfort–particularlyin relationtocrowdingontrains WhatweknowWhattheyexpect
89OurPassengers88 Frequenttraveller 35-55 Frequenttravellersinthe35-55 agegrouphavethesametravelling behaviourasotherfrequenttravellers –aswellasastrongerpreferencefor havingstaffavailableforassistanceat stations.Thesetravellerswillreadily usemobileappswhentheyrequire informationandassistance. –Areliableservice–deliveryfirst, thenpunctuality –Accurateinformationattherelevant pointofthejourney,inaneasyto consumeformat,toenableinformed traveldecisions –Comfort–particularlyin relationtocrowdingontrains –Staffavailability –Featurestoensurephysicalsecurity WhatweknowWhattheyexpect
91OurPassengers90 Familiesandpassengerstravellingto eventstypicallyrequirewayfinding informationastheytravelonunfamiliar routes.Theyoftenlookforstaffto provideassistance,havetimeavailable forstress-freenavigationandliketo haveaseatwhiletravelling. –Availablestafftoassistwithwayfinding –Aclean,comfortable,easy tonavigateenvironment –Asafeandsecureenvironment,freeof antisocialbehaviour,particularlywhen travellingwithchildren –Abilitytocallforassistancediscreetly, withoutputtingthemselvesindanger –Easytoconsumedigitalinformation toassistwithjourneyplanningand wayfinding SchoolanduniversitystudentsInfrequent,familiesandeventpassengers WhatweknowWhattheyexpect Schoolanduniversitystudentstypically travelinthemorningpeakandreturnin theafternoonoff-peakperiod.Theyare stronglyengagedwithtechnology,friends andthesocialaspectsoftravel. –Acomfortableservicethat letsthemengagewithfriends –Transportthatallowsthemto stayconnectedwithWi-Fiand4G –Asafeenvironment –Easytoconsumedigitalinformation WhatweknowWhattheyexpect
93OurPassengers92 Tourists Touristsneeddirectionalsupportfrom arangeofchannelsincludingstaff, digital,signageandannouncements. TheyareoftennewtoMelbourne’s publictransportsystemorhave travelledpreviouslybutwanttheir journeyplansvalidatedtoensurethey areontherightpath. –Availablestafftoprovideassistance withjourneyplanningandticketing –Easytoconsumeinformationtoassist injourneyplanningandwayfinding –Aclean,comfortableenvironment wheretheycanenjoytheirjourney –Efficientservicesto maximisetheirvisittime WhatweknowWhattheyexpect
95OurPassengers94 NightpassengersPassengersrequiringassistance Nightpassengersrangefromlatenight hospitalityworkerstopeopleattending parties,movies,theatreandevents, andtravellersheadingtoandfromthe airportforlatenightorearlymorning flightsviaSkyBus.Becauseofthelower nighttimefrequency,it’simportantfor nightpassengerstohavetimelyservice informationtoensuretheydon’tmiss theirtrain. –Safetyandsecurity–staff presenceonboardandatstations –Cleancarriagesandseatsto restafteralongday –Easytoconsumedigital MTMpassengerfirstculture WhatweknowWhattheyexpect Passengerswithadditionalneeds rangefromfrequenttoinfrequent passengerswhotravelforwork,medical appointmentsandsocialoutings. TheychoosetotravelwithMetroforthe easeofconnectingwithcommunities, thecostoftravelandtheavailabilityof servicesthatworkforthem. –Tobeabletomovefreelyand independentlythroughoutthenetwork –Staffavailabletoassistwhenneeded –Respectfulandunderstanding interactionswithstaff –Easytoconsumeinformationin multipleformatsforjourneyplanning andduringtravel –Easytonavigatestation andon-boardenvironments WhatweknowWhattheyexpect
97KeyEnablers96 05 KeyEnablers Turningbusinessintelligence intopassengersatisfaction> Inthehustlebustleofdailylife,it’seasytogetcaught upintheworkandforgetabouttherealreasonsfor ourefforts.AtMetrowe’vetakenactivestepsto ensureallstaffareawareoftheimportanceofour passengersbyintroducingapassengerfirstculture acrosstheorganisation.Thisinvolvespractical processestolistentothevoiceofourpassengersas wellasbenchmarkingourperformance.Therealvalue intheseexercisescomesfromtheimportantnext stepofconvertingthatfeedbackintoaction.
99KeyEnablers98 Visibleandconnectedpassenger-focusedleadership PassengerUnderstandingprogram Buildinganddevelopingserviceskills Passengerembeddedinkey‘people’practices Visibleleadershipandinvolvement. Meetthemanagers. Corporatestaffvolunteersassistingpassengersatmajorevents. ImprovedPX(passengerexperience)informationaccess. Ourintranethasbeenredevelopedtoensureallstaffcan accesstheannualPXplan,thePXRimplementationtoolkit, passengerresearchandinsights. Triallingthe‘TalkPerfectSystem’atSouthernCrossStation booking-office.Thesystemisdesignedtoimprovecustomer interactionsatthewindowviaatwo-wayintercom. Embeddingpassengerexperienceintopeoplemanagement systems,suchasrecruitmentandselection,induction,training, performancemanagementandrewardsystems. Employinganddevelopingpeoplewhoarepassionateabout deliveringqualitypassenger-service. HowwearedoingthisMTMpassengerfirstculture> –Anembeddedpassenger-focusedserviceculture.Employeesare responsibleforadheringtopassenger-orientedframeworksandstrive forpassenger-serviceexcellence–whichismeasuredbyresults. –Acultureofcontinualinnovationthatchallengesthestatusquo,and keepsupwiththeevolvingneedsofpassengersandemployees. –Aunifiedworkforcethatiscommittedtoimprovingpassengervalue andsatisfactionratings. –Becomingavisiblytransformedbusinessthatisdifferentbecauseof ourimprovedfocusonpassengerexperience. Successcriteria
101KeyEnablers100 TheVoiceofthePassengerprogramincludes: Meetthemanagers,withtheMTMleadershipteam activelyengagingwithpassengersthroughastructured programeveryquarter; Annualfocusgroupswithcontributionsfromfrequent, infrequentandadditionalneedspassengers; InpartnershipwithPTVweconductanannualsurveyto betterunderstandhowweareperformingonissuesthat areimportanttopassengers; PostIncidentSurveysareanopportunitytocapture passengerfeedbackaftermajorincidents;and Socialmediasentimenttracking. HowwearedoingthisVoiceofthePassenger> –Adisciplinedapproachtoregularengagementwithcustomersto determinetheirinformationandserviceneeds. –Consultationonmajornetworkinvestmentandchangeprograms aswellasissuesofkeyinteresttopassengers. –Astrategicapproachtobrandmanagementandmonitoring, suchasscheduledbrandhealth-checksandsocialmediabrand- sentimentanalysis. –Promotionofpassengerexperienceimprovementactivities throughthewebsite,relevantsocialmediaandmediachannels. Wewillclosetheloopandcommunicatewithpassengerson improvementsactionedfrompassengerfeedback. Successcriteria
103KeyEnablers102 PassengerSatisfactionMonitor PassengerSatisfaction(PSAT)isameasureofpassengerperception thatprovidesMetrowithanunderstandingofhowwelltheservices weprovidemeetorexceedexpectations.Continuousmonitoringof PSATenablesustotrackchangesinpassengerperceptionovertime. Fromtherewecanidentifyareasoffocusforimprovementinitiatives. PSATismeasuredthroughtelephonesurveysconducted byanindependentmarketresearchcompany.Each quarterwesurvey850trainusersfromacrossthe Melbournemetropolitanarea. Respondentsareaskedtoratetheiroverallsatisfaction withtheservicesthatMetroprovides,aswellastheir levelofsatisfactionwithanumberofmomentsthat makeupatypicalpassengerjourney.Theyratetheir experienceonascalefromzerototen. Demographicinformationiscollectedaspartofthe surveysoresultscanbebrokendownbyline,frequency oftravel,ageandgender. TheoverallPSATscorereflectstheperceptionof servicesweprovideacrosstheentirepassengerjourney. Withinthesurvey,therearequestionsrelatingtoten serviceareasthatcontributesignificantlytotheoverall passengerexperience–thesearereferredtoasdriversof satisfaction.Belowthesedriversofsatisfactionarelower levelcategoriescalledsub-drivers. Every12months,weanalysethesurveyresultsto determinewhichdriversandsub-driversofsatisfaction havehadthelargestimpactontheoverallPSATscore. Passengerperformance &benchmarking>
105KeyEnablers104 MysteryShoppingIndustrybenchmarking On-NetworkPerformanceSurveysareonecomponentofthePXR, whicharesometimesreferredtoasMysteryShopping. Comparingthequalityofourpassengerexperienceagainst othermetrosystemsaroundtheworldisacriticalelementofour improvementsystem.Tomakethispossible,MTMactivelyparticipates intheInternationalSuburbanRailwayBenchmarkingGroup(ISRBG). ThepurposeoftheOn-NetworkPerformanceSurvey programisto: •Assessoperatorperformanceagainstminimum performancestandards; •Trackperformanceovertime; •ProvideinformationtotheAbatementRegime; •Highlightareasofpassengerexperiencerequiring moreimprovement;and •ProvideinsightsforPTVandOperatorstousein measuringperformanceinpassengerexperience– collectivelyknownas‘on-networkperformancedata’. Thesurveysareperformedbyanorganisationexternal toPTVandtakeplaceonboardtrainsandtramsas wellasattrainstationsandtramstops.Theyassess arepresentativesampleofMelbourne’strainandtram network,withanappropriatesamplesizeandmargin oferror,inaccordancewiththePXModule.Thatmeans asufficientnumberofsurveysareconductedeach quartertoensurethatthecombinedresultsforeach performancemetrichavea95%confidencelevelwitha marginoferroroffivepercentagepoints. TheaimoftheOn-NetworkPerformanceSurveysisto measurethestateofthenetworkfromourcustomers’ viewpoint.Althoughmysteryshoppersactas‘highlyalert travellers,’theshops(orsurveyquestions)aredesigned toreflectthetypicalpassengerexperience. Shoppersthereforedonotassesstheentirestation, trainandcarriage–instead,theshopsmirrorthetypical passengerexperience–whichmeansit’snotintendedto beaforensicaudit.So,ofthe85metricsthatformpartof thePXR,mysteryshoppersassess,andreportresultsfor 30metrics.Metroreportsthedatafortheremaining55 metricsonamonthlybasis.
107KeyEnablers106 AnalysisofPSATdriversignificance Runningof Services Information Stations Personal Security DesignSpace &Comfort Train Drivers Priceof TrainTravel Other TrainStaff Authorised Officers MYKI Ticketing Sizeindicatesrelativeimportance
109CaseStudies108 CaseStudies 06 Throughoutthelastfranchiseagreement,Metroputpassengerfeedback intoactionandmadepracticalchangestotrains,stationsandstaff.We’re continuingtheseproudachievementsintothenextfranchiseagreementwith manymoreeffectiveprojects.Fromabroadfocusoftrainingandmotivating staff,andembracingthepoweroftechnology,toanarrowfocusofproviding morebinsandensuringthere’senoughtoiletpaper.Thesecasestudiescapture theprideinourworkateverylevelaswehelpmorepeopletoreachtheir destinations. Whenwefirststeppedupasthecity’smetropolitanrailoperator,ourfirst prioritywastogetthebasicsright.Thismeantassetsthatdon’tfailand timetablesthatwork.Throughaseriesofinnovations,andbyadoptingan ‘everysecondcounts’approach,wehaveraisedpunctualityfrom85.9%to 92.46%acrosstheMR3franchisebetween2009-2017. Oncethefundamentalsofthesystemweresetright,wewereabletoshiftour focustoenhancingthepassengerexperience. Metrohasworkedharderandsmartertoincreasepassengersatisfaction –liftingthescoretotoday’srecordof74,whichpreviouslysatat60.This increaseof14basepointshasbeenrealisedthroughasustainedeffortacross allpartsofthecompany. Usingpastachievementsasalensforthefuture,Metroisfindingnewways tomeettheongoingchallengesofrunningasuccessfulpassengerfocused railway Thepassengerexperiencewillremainattheheartofeverythingwedoonthe railway.We’llputpassengersfirstandensurewegetitright.Thisjourneyhas started,howeverisbynomeanscomplete. Toembedasustainablepassengercentricmodel,asignificantchangeis underwayre-aligningourfocusfrom‘movingtrains’to‘movingpassengers’. Whichmeansthatpassengersaretheheartofeverythingwedo. Toachievethisweallrecognizeweareone-team,workingtowardsonegoal– ensuringthatweareputtingpassengersfirst. ThePassengerprinciplesandsupportingthree-yearrollingplanhelpusall tounderstandwhatmatterstopassengersandpurposetheimprovement projectsandactivitiesbeingdeliveredacrossMetro–allcontributingan improvedpassengerexperience. Celebratingtheprideinourwork>
111CaseStudies110 MovingLikeAMetro> Overview MetroTrainsMelbourneoperatesalargemetropolitanrailsystem spanning15lines,218stationsandmorethan800kmoftrack.Our passenger-servicestafffacemanychallengesonadailybasis,while thebusinessatlargeworkstowarddemandingpassenger-service targets.Collectively,Metro’sresponsehasbeentotakepassenger- servicetrainingtoanewlevel.We’vebuiltauniqueandinnovative trainingprogramthatsupportsourfrontlinestaffintheirdesireto deliverworldclasspassenger-servicetothepeopleofMelbourne. MovingLikeAMetroisatotallyimmersivetrainingprogramfor passenger-servicestaffworkingintherailindustry.It’sapractical, scenario-basedprogramthat’stailoredtofrontlinestaffworkingat alllevels.TheprogramhasbeendevelopedbyMTMtoensurethat passenger-serviceexcellenceisatangibleobjectiveforallstationstaff. Itharnessesthebenefitsofexperientiallearningtoembedhighly effectivebehaviourswithinourentirepassenger-facingworkforce. MovingLikeAMetrohasbeendeployedatacriticaltime,whenthe VictorianGovernmentisinvestingheavilyinhugeinfrastructure programssuchastheLevelCrossingRemovalProjectandthe MelbourneMetroRailTunnel.Thismeansplanneddisruptionsarebeing experiencedacrossmultiplelines,puttingextraordinarypressureon ourfrontlinestaff,whoarestrivingtodeliverexceptionalpassenger- serviceinatimeofgreatchangeontherailnetwork.Inaddition,the metropolitanrailsystemcontinuestoservicemajoreventsincluding, theSpringRacingCarnival,WhiteNight,NewYear’sEve,AFLFootball andtheAdeleconcertwhichwasattendedby150,000peopleacross twonightsinMelbourne. Criticalsupportforfrontlinestaff Customersatisfactionscoreshavebeenpushedforward throughoutthelifeoftheMetrorailfranchise,butthe degreeofdifficultyindeliveringanexcellentpassenger experienceisincreasing.TherailnetworkinMelbourneis beingtransformedbyoneofthelargestinfrastructure programseverundertakenbytheVictorianState Government–with$20Bofinvestmentpledgedforrail androads. MTMunderstandsthatit’snotreasonabletoexpect ourfrontlinestafftokeeppushingtheboundariesof passenger-servicewithoutpracticalandprofessional assistance. Thecompany’sprinciplesofputtingpassengersfirst clearlystatethatourpassengersatisfactionobjective revolvesaroundstaffbeingproactiveandapproachable. That’sexactlywhatournewpassenger-servicetraining programisdoing–equippingstaffacrossthenetwork withskillsandconfidence. MovingLikeAMetroisdesignedtoempowerallfrontline passenger-servicestaffacrossadiverserangeofroles thatincludeStationMaster,StationOfficer,Leading StationAssistantandmore.Intotal,thetrainingprogram isreachingmorethan1000staffwhoareworkingacross alargegeographicalarea.
113KeyEnablers112 Programtopics DeliveryStrategy Contentforthecourseisbaseduponcurrent organisationalneedsandpriorities,including: •Gobercustomerservicemethodology; •Makingannouncements; •Illcustomers; •Disruptionmanagement; •Tabletusage; •Conflictmanagement; •Resilience; •Platformpresence; •Situationalawareness; •Behaviours,conductandpresentation. Thecoursecontentisalsosupportedbyadedicated MovingLikeaMetromicrosite,whichenablesparticipants toreviewcontentanddownloadinformationasrequired. Ourstaffarealsoprovidedwithacustomised‘bear- haviouralguide’–itusesabearmotifasasimpleand engagingwayofexplaininghowwewanttopresent ourselvestocustomers.Theguidecoverstopicssuchas appearance,bodylanguage,safety,courtesy,respect, listeningtocustomersandrespondingappropriately. Pre-Training:MovingLikeAMetroutilisestheexpertise ofseasonedStationMasters(levels7and8),whoare putthroughanintensivepre-trainingprogram.These experiencedleadersthenprovideassistancethroughout theprogramas‘coaches’and‘subjectmatterexperts.’ Theyhaveapracticalknowledgeoftherailenvironment andunderstandthechallengesfacedbyfrontline employees. FullProgram:MetroAcademy,thecompany’sregistered trainingorganisation,providesfullyqualifiedfacilitators todeliverimmersive,scenario-basedandreflective learningsessionstoallfrontlinestaff.Thesessionsbegin withavisitbyaseniorexecutive,followedbyanoutline ofourputtingpassengersfirstprinciples.Thetraining programisdeliveredingroupsof12thatareseparated intotwogroupsofsix.Onegroupofsixparticipants rotatesthroughanumberofscenarioswherethey performarangeofpassenger-servicetasks.Meanwhile, theothersixareprovidedwithrealworldscenarioswhere theyplaytheroleofthepassenger. Theparticipantsperformingpassenger-basedroleswear specialharnesseswithGoProcamerasthatcapturethe performanceofourpassenger-servicestaffinrealtime. Oncethescenariosarecompleted,allparticipantsswap rolesandanotherroundofscenario-basedfilmingtakes place.Thenallparticipantsareinvitedtoreviewtheirown performanceineachscenario,identifyingimprovements thattheycanapplyon-the-job. MetroTrainsMelbournehascreatedadedicatedtraining facilityatWestFootscrayStation,toensurethattraining isconductedinaliverailenvironmentwithrelevant facilitiesandpassengermovements.
115KeyEnablers114 ConclusionProgramScenarios MovingLikeAMetroisatotallyimmersivetraining programforpassenger-servicestaffworkingintherail industry.It’sapractical,scenario-basedprogramthat istailoredtofrontlinestaffworkingatalllevels.The programensuresthatpassenger-serviceexcellence remainsatangibleobjectiveforallstationstaff.It harnessesthebenefitsofexperientiallearningtoembed highlyeffectivebehaviourswithinourpassenger-facing workforce. Theprogramusesauniquecombinationofclassroom andpracticallearning.Multiplescenariosaretestedinthe livestationenvironment,whereparticipantscaptureand analysefootageoftheirperformance.Theycanthentake theselearningsbackintotheirdailyroles. Targetedtrainingisgreatlyenhancingourabilityto deliverabettercustomerexperience.Acrossthe franchiseperiod,stationstaffcomplaintshavefallenby 20%,whilestationstaffcomplimentshaverisenby84%. Inthelast12monthsalone,stationstaffcomplaintshave fallenby12%asaresultofourincreasedcapabilityin customerservice. Customersatisfactionfigureshavealsoreachedanew recordhigh,climbingfrom60to74acrossthefranchise. Station-basedrolesComplexityrating LeadingStationAssistant/HostMild StationOfficer(Levels1&2)Moderate StationOfficer(level3)Complex StationMaster(Levels4to6)Complex Theprogramscenariosarebasedonrealworldactivities andinterventionsthatoccurinthestationenvironment. Thesescenariosaregroupedintotrainingcategories andsub-categories,whicharecustomisedtothe particularjobroleoftheparticipant.Scenariosarealso ratedfortheircomplexity.
117CaseStudies116 StopHere> Overview MTMoperatesametropolitanrailsystemspanning15lines,218 stationsandmorethan800kmoftrack.Thecompany’svisionisto provideaproudrailwayforeveryone,everyday.Withthisvisionin mind,thecompanyhasdevelopedacarefullydesignedappthatoffers passengerswithsensorydisabilitymoreindependencewhentravelling ontherailnetwork. TheStopHereappofferspassengerswithasensorydisability supporttonavigatetherailnetworkindependently,byproviding alertsinmultipleways,whenapproachinganominatedstation.The appalsohelpstouristswhoareunfamiliarwiththerailnetwork,while linguisticallydiversepassengerscanadjustlanguagesettingsto navigatetheirwayaroundthenetworkmoreeasily. Thiscustomiseduseofsmarttechnologyisagreatassistancefor ourvisionandhearing-impairedpassengers,reducingtheirrelianceon traditionalon-boardtrainannouncementsandstaffassistancewhen travellingontherailnetwork. AppFeatures TheStopHereappusestheGPSlocation,speedand directionoftravelofapassenger’ssmartdeviceto determinewhentheyarearriving,occupyingordeparting astation.Theappthendeliversthisinformationin avisual,audioorvibratemodedependingonthe passenger’spreferredmeansofcommunication. Theappalsoalertspassengerswhentheyapproach branchingpointsontherailnetwork,givingthemvaluable additionaltimetoprepareforinterchangesastheymove towardtheirdestination. Theappissmarttoo,switchingtopowerdownstatus whileintransit,topreservebatterylife.Thisisimportant forpassengerswhowillneedtousetheirdeviceonce theyarriveattheirdestinationforbothorientationand communicationpurposes.
119KeyEnablers118 AppUsers TheStopHereappwasdevelopedspecificallyfor passengerswithasensorydisability.However,during thebuildphase,itbecameclearthattheappwouldalso benefittouristsandvisitorswhoarenotfamiliarwith Melbourne’smetropolitanrailsystem. Traditionally,passengerswithasensorydisabilityhave reliedonstandardcommunicationtoolstoassistthem innavigatingthenetwork.Priortothedevelopment oftheStopHereapp,considerablecompanyresources werededicatedtoassistingvisionandhearing-impaired passengersontheirjourneys.Thisassistanceincludes stationstaff,traindriversandpassengerrelations officers.Withtheappwecannowgivealltravelers –includingvisionandhearing-impairedpassengers –unprecedentedsupportwhentravellingontherail network.Thisimprovesourefficiencyinthedeployment ofexistingresources,increasespatronageandprovidesa betterpassengerexperience. TheStopHereappgoesaboveandbeyondthelegal obligationssetoutbytheDisabilityStandardsfor AccessibleTransport.Theappprovidesanewand creativewaytodeliverhelpfulinformationtopassengers withavisionorhearingdisability,mostimportantly,ina customisablewaythatworksforthem. TheapphasbeeneffectivelymarketedthroughtheSee- Hear-FeelcampaigninMelbourne.Ithasalsoreceived positivemediacoverageinprintandontelevision.The responsefrompassengerswithspecialneedshasbeen verypositive.Oneappreviewer,knownas‘Pegglet101,’ praisedtheappfortheindependencethatitprovides. “IhaveavisionimpairmentandtheamountoftimesI don’tgetannouncementsontrainsisfrustrating.This appgivesmeindependencewhichIwouldnothavehad otherwise.Iwouldliketoseethisbeingusedonother modesoftransport...veryusefulespeciallywhenlistening tomusiconpublictransport.” Touristsandvisitorscanalsobenefitfromtheapp,asit providesadvancewarningofapproachingdestinations andinterchangepoints.Thisinnovativeuseof technology,whencombinedwithareliableandpunctual railservice,makesasolidcontributiontoMelbourne’stitle asthemostliveablecityintheworld(TheEconomist).
121KeyEnablers120 Research&Development TheStopHereappwasdevelopedfollowingextensive consultationwithdisabilityadvocacygroupsBlind CitizensAustralia,GuideDogsVictoria,VisionAustralia andVicDeaf.Itwasessentialthattheseadvocacy bodieswereinvolvedfromtheoutsetofresearch anddevelopment.Theparticipantsprovidedvaluable feedbackabouttheirexperiencesandwereinstrumental inthebuildandtestphasesoftheproject. TheMetroPassengerRelationsTeamprovidedacentral contactpointforthisimportantfeedback.Theongoing partnershipsthatwereestablishedhavebeenfurther strengthenedwiththeappointmentoftwofulltime AccessibilityAdvisers.Theseadvisersworkwithabroad rangeofadvocacygroupsandgovernmentagenciesto ensurethereisrepresentationofabroadspectrumof users. TheR&Dphasehighlightedtheneedforvisual,audialand vibratemodestocaterforvarioussensorydisabilities thatareexperiencedbyourpassengers.Theappitself wasimprovedthroughnineseparatetestversionsbefore wearrivedatthelivedeploymentmodel. MTMstillworkswiththeoriginalparticipantsinthe project,whichisfeedingcontinuousimprovementand ensuringwedevelopadeepunderstandingofthevarious waysinwhichtheproductisusedontherailnetwork. Thisinteractionhelpsthebusinesstoidentifywhatcan bedoneoutsideofthe‘mustdo’actionsandpolicies, addinggreatervaluetothepassengerexperience. Wecontinuetofosterrelationshipswithawidevarietyof advocacygroupsandofficialbodies–enablingustogain greaterinsightsintotheexperiencesofpassengerswith disabilityasweseekpracticalsolutionsthatworkinthe realworld. Conclusion TheStopHereapphasbeenverywellreceivedby passengerswithdisability–whocannowsee,hearor feelstationannouncements–aswellastouristswho havealanguagebarrierormaybeunfamiliarwiththerail networkinMelbourne. Thishashadaprofoundimpactacrossseveralareas, mostnotablytheenhancementofMTM’sreputationas acompanythatcaresaboutitspassengersandactson feedback. Theapphasreducedtheburdenonstationstaffand traindrivers,helpingtoreducedwelltimesandboosting punctuality.It’salsoreducedMTM’sexposuretolegal actionshouldtrainannouncementsfail,andreceived endorsementfromkeystakeholderssuchasthe AustralasianRailwayAssociation,BlindCitizensAustralia, theHumanRightsCommission,andVisionAustralia. TheStopHereappisahighlyinnovativesolutionthat increasestheusabilityoftherailnetworkandprovidesa moreinclusiveexperienceforallpassengers.
123CaseStudies122 OnTrackdisruption management> Overview OnTrackisadisruptionmanagementapptailoredspecificallyfor Metrostaff.TheappinstantlyconnectsourPassengerControl Centre,AuthorisedOfficersandstationstaff,ensuringthat informationissharedquicklyandaccuratelyduringunplanned disruptionsonthenetwork. Withthetouchofabutton,userscanquicklyaccessinformation abouttheincident,includingtheworkthat’sunderwaytoclearthe disruptionandrestoreservices.OnTrackcanalsoprovideupdates onplannedworks,aswellason-timeperformancedata.Itgives ourstaffaccesstogeneralinformationaboutallourstations,as wellasconnectingservicessuchasbuses,tramsandregional trains.OnTrackunderlinesourcommitmenttousingtechnologyto empowerouremployees,ensuringtheyarefullyequippedtoadd valuetothepassengerexperience.
125CaseStudies124 Passenger ExperienceRegime> Overview ThePassengerExperienceRegime(PXR)isattheheartoftheMR4 contractandisunderpinnedbyourgreaterfocusonpassengers. PXRisbasedonasetofmetricsdesignedtoliftourstandardsto ensurewedeliveraconsistentandenhancedpassengerexperience onMelbourne’smetropolitantrainnetwork. It’scompromisedof85metricsacrossthethreekeypassenger componentsofFleet,StationandInformation.PXRmetricsare intendedtodriveaconsistentpassengerexperience. Metroreportsthedatafor55metricsonamonthlybasis,andthe remaining30aremysteryshoppedbyanorganisationexternalto PTV.MysteryShoppingtakesplaceacrossthenetwork. Metricsareusedtoevaluateourserviceandarecategorised aseither‘compliance’(wemustdo)or‘performance’(quality measurement). Ofthemetrics,35carryapotentialfinancialpenaltyandaccrue points.ThefinancialpenaltyisdesignedtoimpactMetro’sbottom line,whilethepurposeofthepointsistoensureweimproveareas wherewemaynotmeetexpectations.Ifwedonotconsistently meetthepointsthreshold,thiscouldultimatelyresultinevents leadingtotheterminationofthefranchise. AsafurtherincentiveforMetro,achievinganincreaseinthe PassengerSatisfactionMonitor(PSAT)scorecanresultincredits againstthepotentialPXRfinancialpenalty. Improvements PXRstandard#49statesthat‘toiletshaveavailableand usabletoiletpaper(clean,notontheground)’.So,this initiativeaimstoimprovetheavailabilityoftoiletpaper instationbathroomsforpassengers.Basedoninitialsite inspections,itwasfoundthatthestationsonthetrain networkdidnothaveconsistencyinthetypeoftoiletroll holdersavailable. Theexistingissueswere: •Toiletrollholdersweretoosmallandlikelytorunoutof toiletpaperbetweenearlymorningandlateafternoon cleans;and •Toiletrollholderswerenotsecureandvulnerableto vandalism,whichreducedtoiletrollavailabilityfor passengers. Toovercometheseissues,MTMinvested$25Ktoinstall newjumbotoiletrollholdersin119cubiclesacross 25stations–fromJunetoAugust2018.Followingthe implementationofthisinitiative,thetoiletrollavailability scoreshaveimprovedsignificantly. 1.Jumbotoiletrollholders2.Greaterbincoverageathighlitterstations PXRstandard#46statesthatstationprecinctsshould havenomorethan10piecesoflittergreaterthanthe sizeofacreditcardandbefreeofliquidspills.Toreduce litter,thisinitiativesetatargetof90%compliancewith thismetriceveryquarter.Initialanalysiswasconducted withPTVmysteryshopdatatoinvestigatehigh litterlocations,suchasstationentrances,platforms, underpasses,andtoilet/bathroomareas. Followingtheanalysis,greaterbincoverageplanswere developedforhighlitterstationsandcomplementedby station-by-stationvisits.FromJulytoSeptember2018, 30newbinswereinstalledathighlitterstations.These includeNewmarketStation,wherebinswereinstalledat theunderpassentrances,andEssendonStation,where binswereplacedinwaitingrooms,platformsandnearthe coffeeshop. Arangeofimprovementinitiativesthatensurethebestpossible passengerexperiencehavebeenimplementedacrossthenetwork. Twoexamplesoftheseimplementedinitiativesare:
Key Enablers126

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