More than moving people from A to B

PUBLISHED ON 09/04/2021
More than moving people from A to B

Transdev Melbourne’s Head of Customer Experience and Communications, Jane Murray, joined the transport industry to combine her interest in community with her passion for storytelling.

“I love the positive role public transport plays in our community. Every day I get to come to work and help people from all walks of life get to work, school and social activities, which is incredibly rewarding.”

“I’m constantly inspired by the stories of our people and their commitment to delivering a service which puts our customers first.”

At Transdev Melbourne, stories have been pivotal in transforming the customer experience and driving staff engagement.

“We have worked hard as a team to focus the business on doing the basics well – keeping our customers at the heart of everything we do, listening to our people, and strengthening relationships with our client and key stakeholders. This relentless focus and united sense of purpose has helped us drive the business forward and achieve some truly remarkable results.”

Jane’s first priority on joining the business was to improve the customer experience by ensuring the right people were in the right roles, providing the necessary training for customer-facing staff and empowering people to do what they needed to do in order to deliver the best possible service for our customers.

“As a result of our efforts, we achieved a reduction in customer complaints of over 30% and a more than 60% reduction in Public Transport Ombudsman investigations in 2019/20,” says Jane.

“Our people are our eyes and ears and have great ideas when it comes to improving the customer experience. My job is to listen to our people, our customers and our stakeholders and work together with our team to act on this feedback.

A dedicated focus on internal communications, including the introduction of an employee app, has also been key in driving customer service improvements, fostering increased levels of staff engagement and a renewed safety-first culture. More than 95% of staff have downloaded the app to stay informed and engage in peer to peer information sharing.

Staff engagement has been further enhanced by Transdev’s Community Partnership Program, with Transdev partnering with Amaze and Very Special Kids in 2021.

“In the public transport industry there is a strong connection to the community. We attract people with a strong sense of social purpose who want to give back to their community, so we are proud to honour this commitment through our Partnership Program.”

What Jane is most proud of, however, is the collective team effort which has driven Transdev Melbourne’s overall transformation, saying, “I’m incredibly proud of our significant performance improvement, the likes of which I’ve never seen in any other organisation. It has been the most exciting thing to be a part of a team that has truly transformed punctuality, reliability, staff engagement, recruitment and the customer experience.”

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