Transdev has exceeded some of the toughest punctuality and reliability targets in the bus industry for a second year running.
In 2020/21 we achieved 94% punctuality and 99.85% reliability exceeding targets set by the Department of Transport.
Rachel Spencer, Interim Managing Director, Transdev Melbourne, said, “The past year has presented a set of unique challenges including unprecedented disruption on the network and increased traffic with more people opting to travel by car during COVID.
“Despite this our team has pulled together, from the mechanics in our workshops to the drivers behind the wheel, to deliver a safe, comfortable and reliable bus service for Victorians. These results demonstrate our passion for helping Victorians get to where they need to go and our commitment to excellence.”
The results have been achieved through a focus on our customers and by collaboration across all areas of the business including maintenance, operations, and customer experience and communications.
As part of our commitment to continuous improvement this year we introduced driver scorecards. The scorecards provide our driver management team with data about individual drivers which help Driver Managers have conversations with drivers about where they are performing well and what areas they need to focus on.
Our maintenance team’s focus on delivering a clean and reliable fleet had resulted in a more reliable fleet achieving a 100% pass rate for bus safety inspections for 2020-21.
A dedicated focus on the customer experience has also resulted in service issues and trends being identified and addressed early and an increased awareness about customer service standards among drivers. This focus has resulted in a 50% reduction in customer complaints and a 75% reduction in investigations by the Public Transport Ombudsman.
We have also focussed on helping improving the experience for customers when delays or disruptions do occur with the introduction of a new disruption management system which provides customers with real time information so they can make informed decisions about how they reach their destination. Two dedicated customer communication officers also are based in our operations control centre on hand to answer customer questions via Twitter.
“The real reward for us is knowing that we are playing an essential role in keeping our city running smoothly whether that be getting someone to work or to a medical appointment on time or helping them get home at the end of the day to spend time with their loved ones,” says Rachel.