Developing gold medal drivers from Sweden to Melbourne

PUBLISHED ON 28/09/2020
Developing gold medal drivers from Sweden to Melbourne

Transdev Sweden bus driver Jakob Moberg has beaten almost 600 competitors to take out first prize in the Swedish Bus Drivers’ Championship.

Jakob was one of seven Transdev Sweden drivers who were finalists in the annual competition organised by the Swedish Confederation of Transport Enterprises.

Every year, one billion journeys are taken on public transportation in Sweden and bus drivers play a key role in delivering a safe and reliable transport network.

The competition highlights the skills required to drive buses and promotes careers in the transport industry.

Eva Tiséus, Marketing and Communications Director, Transdev Sweden said, “A bus driver must be service-oriented, be able to drive safely and environmentally conscious, and be able to handle unexpected situations.

“The competition highlights the broad competence that bus drivers need to have and increases professional pride.”

As part of the competition drivers had to undergo rigorous online and practical tests, including driving under slippery conditions, sustainable driving, manoeuvring, emergency evacuation and a customer service assessment.

Although Jakob was pleased to win the competition, his passion for his job was the real prize saying; “I have been a bus driver for 31 years. The best thing about the profession is of course to drive a bus but also to meet people.”

The results are reflective of Transdev’s focus on service excellence and commitment to continuous improvement.

In Melbourne, Transdev’s drivers undergo extensive safety and customer service training as part of our induction program. This includes training on the provision of outstanding customer service, managing difficult situations and instruction in emergency procedures and identifying hazards.

To further support their development, each driver receives ongoing refresher training, a formal annual assessment and access to our comprehensive internal communications program designed to support our people to understand their role in delivering a safe, reliable and comfortable service.

Drivers also have access to driver mentors in our depots. Mentors are selected based on their customer service skills and driving records and play a key role in the business by providing valuable peer-to-peer advice and practical support to drivers to encourage continuous improvement.

To help our drivers understand key trends in customer feedback and what actions they can take to improve the customer experience, customer feedback is also regularly shared with drivers.

Transdev Melbourne’s focus on improving the customer experience resulted in a more than 30% reduction in customer complaints and a more than 60% reduction in Public Transport Ombudsman investigations in the 2019/20 contract year.

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