On_the_move_Second_edition

AUGUST 2015 EDITION OPERATIONS DIRECTORATE NEWS Guards get mobile 3 How we’re doing 5 New facilities 9 Better incident reporting 93.9%PEAK PUNCTUALITY

3 Our performanceSince the last On The Move in April there Focusing on customers means we take the 4 News: Employee Pulsehave been many great things happening time to walk a mile in their shoes and listen Check Surveyin Operations and across Sydney to their needs. The Special Events TeamTrains. I wanted to take a moment to recently spent a day showing a group of 5 Project Updates: Facilitiesrecognise these and highlight some key visually impaired children around Centralchallenges ahead. Station. Howard Collins, Chief Executive 7 Cover story: and I also spent a morning listening and iPads for Train CrewFirstly welcome to all of the Guards reading engaging with network freight customers.this edition of On The Move on their Both experiences will help Sydney Trains 8 RecognitioniPads. I am so pleased that we can now better understand these customer groups.communicate in real time with more of our 9 Project Updatesworkforce electronically. The next phase With population growth and networkof our mobility work is a trial for drivers to pressure set to increase significantly 10 Profile: Nathan Cox,use iPads (see page 7). Work is already over the next 10+ years we must put the Area Controllerunderway to start this in coming months. customer at the heart of every decision we make to ensure we keep Sydney moving 11 SafetyOne of the biggest achievements we now and in the future.have delivered recently is the ongoingimprovement in reliability and punctuality Our Operations Planning team have beenfor customers. This is largely due to the working with TfNSW on an operatingongoing effort of Sydney Trains employees model that meets customer demandsand improved collaboration across teams. and expectations. The modelWe ended 2014–15 with 93.9% of peak will help us understand whattrains running within 5 minutes of their we need to do to maintainpublished time. This is great performance and build on reliabilityand well above our public commitment improvements. Our keyof 92%. Unfortunately the score was focus for improvement isimpacted by very bad weather in April the 2019 timetable that(who can forget those storms?). Read more will require changes toon page 3. infrastructure and operating procedures to make it workIt’s not all good news. Earlier this year we effectively. Some changesran the Employee Pulse Survey. Pulse is to infrastructure we area chance for you to give us feedback on exploring include:how we are going on making this a greatplace to work. Participation increased • Hornsby Junction issignificantly this year to 60% of Operations the busiest junctionemployees taking part. Action planning to in Australia and willimprove our scores is a major focus going need remodellingforward. Read more on page 4 about thenext steps and how you can get involved. • Headway improvements between WestmeadI am always impressed at how committed and Granvilleour team are and at the great teamworkand cooperation I see out on the network. • More crossovers atWe need to grow this commitment and Parramatta to allowenthusiasm so that we all find Sydney better turnbacksTrains a great place to work. If you have anidea on how we can improve the culture • North shore signal upgradesof Operations please take the time to get to increase frequency.in touch. These are just a few upgrades and improvements that will help us meet future demand. Tony Eid This page (above): Freight team at the 2nd annual Director Operations Operations Freight Forum held in mid July (below): Guide Dogs Association and group of visually impaired children at an orientation day at Central.2

PERFORMANCEHow we’re doingWe have had some great achievements over the last financial yearand some big challenges. Here is a snapshot of some ofour performance indicators:8.8 69 93.9%LTIFR SPADLowerSLATFIEsTY SPADs SriPsAinDgs PPeEaAkKpPuUnNctCuTaUlAitLyITYOverall we were safer this financial We still have significant room for Peak punctuality performance foryear than last year with a lost time improvement on the number of the financial year was above targetinjury frequency rate of 8.8 LTIFR, SPADs with 69 taking place over at 93.9% of peak services arrivingbelow the target of 10.2 LTIFR. the last financial year. This has within 5 minutes of scheduled time.However there is a significant way risen considerably on the previous “Last financial year we ran moreto go to achieve our vision of zero year. Significant effort is required services than ever before, soincidents of harm to our employees. to reduce this number to ensure exceeding our performance target we improve employee and was a great result for our customers.”We must all remember that people customer safety. said Howard Collins, Chief Executive.are our most important asset. “In fact, if you remove the four daysWe must put safety at the front of of extraordinary severe storms ineverything we do to ensure we go April, our peak punctuality for thehome safely to our families every day. year would be the highest achieved by Sydney Trains at 94.3 per cent.“There is more Suburban Line 2014–15 We’re proud of these figures.to be done to Punctuality They have been achieved as a resultimprove our T1 Northern via Macquarie Park of our staff’s dedication to providingservices and T1 Northern via Strathfield 95.5% our customers with safe, clean andwe are looking T1 North Shore 93.6% reliable trains.”forward to the T1 Western 93.1%opportunities T1 Inner West 91.4% 3to come next T2 Airport 96.9%financial year.” T2 East Hills 95.0% T2 South 90.1%Howard Collins, T3 Bankstown 92.7% T4 Eastern Suburbs 96.1%Chief Executive T4 Illawarra 95.1% 93.3%

NEWS Employee Pulse actionOne Team planningOne PlanOne Message Approximately 60% of our Directorate took partIf you have ever dealt with an incident or delay on our in the recent Employeenetwork, you may have experienced times where messages Pulse Check Survey.and instructions to customers and staff have been This is a significantinconsistent or confusing. increase on the previous years’ participation.A new project, pioneered by the Network Operations team,will soon be trialled on the Illawarra T4 Line in a bid to get Favourable rated questions included:the whole organisation on the same page when it comes to • The people I work with are always willing to helpmanaging disruptions. • The people I work with cooperate to get the job done • I feel able to get the job done without taking short cutsAlternate Customer Journey Plans (ACJP) providepre defined responses to incidents on the Sydney Trains around safetynetwork. The aim is to provide Operations, Customer Serviceand Maintenance staff with role-specific instructions that willenable them to make decisions while improving the flow ofinformation to not only them, but to our customers.Project lead, Genny Besednjak, says ACJPs were developedwith input from right across the business. “This exemplifiesSydney Trains’ One Team approach. Standardised plansmean one message for our staff and our customers.”Briefings on the T4 pilot are already underway. Following thetrial phase the process will be reviewed and ACJPs will beexpanded network wide.For more information email [email protected] head to the ACJP intranet page in Operations.How ACJP Works•• • • AA pOsnpnaEitpfnlairovaAntesferncflotrtrrcsiaeafdyuutrrtaoceienhsorntnateeniaoeottsdemnnnou,evucCesCmitmcserwuuaseusbsosyrdtettrsoohbkrommeeenisdeesawrearfronhrJmSaroiaeceneucrhgarvtpeniAsinlcdaeyCgeynbrJaeaPayPlfntlteatedpthrnhrelenMaen(anARcastCiMetiavnomeJtCeuPetnsr)aeatfionnm–srcepatehlo–laratt n Unfavourable rated questions included: • Acllleraorlleysdaerfeined • • OitsOooncnneooeeumnrmtveeceesauyssmesasdt,goaomegneee.rsplan, • Leaders taking the time to visit and talk with us 4 • Speaking positively about Sydney Trains • Others delivering what they promise “I am concerned that in some key areas we are not seeing positive change, such as accountability and pride. These results have given the leadership team a clear message: collectively we have to do better as a team. Leaders and employees must work closely to improve our scores and ultimately our culture” said Tony Eid, Director Operations. Take action – get involved: • Managers will develop and drive improvement over the coming year • Employees should speak up and take action to support change • Both employees and managers have a role in making Sydney Trains a great place to work.

PROJECT UPDATESNew look employee facilitiesAcross Operations, there is a program of “The feedback from our crew whoworks to refresh and refurbish employee have visited the site to date has beenfacilities at depots and stations. One of extremely positive” said Paul Bartolo,the facilities most in need of attention was Area Manager Flemington. “It’s incredibleFlemington. Dating back to 1993, it was to think this has all come togetheroutdated and in need of improvement. in just a few short months. We’re allA decision had to be made – would looking forward to moving in; it’s a newit be better to renovate or detonate? and exciting chapter for Train CrewingAfter extensive consultation with at Flemington!”employees, unions, builders and architects,it was decided it would be more cost The builder handed over the keys onefficient and lead to a better outcome to 13 July – less than four months afterbuild a fit-for-purpose facility from scratch. building started. IT is now being installed and the grounds finished before trainBuilding started on 25 March and crew move in.construction was modelled on theMaintenance Network Bases with Other refurbishment projects:prefabricated buildings travelling acrossNSW before being craned into position. • Penrith – new meal room and toilet on platforms 1 and 2From the outset, the new Flemingtonbuilding was intended to be a • Hornsby – new paint and tiles in thestate‑of‑the-art facility for current meal rooms on platforms 2 and 3and future train crew. The newfacility features: • Macdonaldtown siding crew facilities – painting and cleaning of shower and• specialised charging areas for train meals rooms plus refurbishment of crew mobility devices e.g. iPads crew demountable• electronic screens to track reliability • Chalmers Street, Central – reconfiguration of the train crew main• electronic employee noticeboards working office• centralised VMC location • Wi-Fi hotspots for frontline train crew are being rolled out across• modern technology including Wi-Fi the network.• modern and clean communal areas e.g. locker and meal rooms• more space. Images from top: Old kitchen, new kitchen and Flemington building being lifted into place Chalmers St, Central before and after. Photo on the left: Opening of new Chalmers St, Central office, July. 5

TAKE ACTIONNew Comms We want to hear from you –Tools COMPETITION WINNERSWe have spruced up our intranet Thank you to everyone that submitted feedback, it’s great to hear you like thepage, giving you access to improvements to On the Move.templates, resource library and aphoto gallery. All feedback received was entered into a draw and winners chosen randomly – your double pass movie tickets are on their way to you, congratulations!You can also meet the OpsComms team. Included in the winning responses was this fantastic photo taken by Central Driver, Dominic Freeman of Petersham Station at dusk, we thought it was Log onto the new site, use the worth sharing. new features and send us your feedback to: OpsEvents@ QR ryeTooaudrdeaorpwppnlelsoataosdreea.go to transport.nsw.gov.au For your chance to win, scan the QR code on theBe aware right and send us your story, photo or feedback by 18 September, there are more movie passes up for grabs.This is a reminder that the SecurityAlert Level remains at HIGH. What’s On SeptemberHere are some things to remember: August Friday 11 September to Saturday• Wear your lanyard, ID or rail pass Saturday 08 August 26 September 2015 at all times Bledisloe Cup, Australia NRL/AFL Finals Series Wallabies Vs New Zealand All Blacks• Sign contractors and couriers ANZ Stadium, Olympic Park Saturday 19 September in and out of the building and Defqon Festival accompany them at all times whilst Sunday 09 August International Regatta Centre Penrith they are on site Sun Herald City to Surf Fun Run Sydney City to Bondi Beach Sunday 20 September• Challenge people in restricted Blackmores Sydney areas who don’t have any ID. Monday 10 – Running Festival If you see someone unfamiliar on Sunday 16 August Bradfield Park, Milsons Point to the premises ask them to produce Rail Safety Week Sydney Opera House their staff or visitor ID. If you are uncomfortable doing so, or Thomas the Tank Engine will make a special School holidays observe suspicious activity, report appearance at Central Terminal as part of rail Monday 21 September – it immediately to Sydney Trains safety week. Friday 02 October Security on 9379 4444 October• Be aware of people tailgating through doors and into lifts. Sunday 4 October NRL Grand Final If you see an object that’s unattended and suspicious, Sunday 18 October remember the HOT principles Sydney Spring Cycle • Is it Hidden? • Is it Obviously suspicious? • Is it Typical of what would ordinarily be found there? If the item is HOT remember not to touch, tilt or tamper with it. Immediately report it to our Security Control Centre. 6

COVER STORYiPads for Train CrewTraining and iPad roll out for guardscommenced in April following the successfultrial last year. Over 850 guards have beentrained so far with the training to concludein August.Guards are using their iPads for “Having just The trial will span 2 months anda range of functions including two completed the is anticipated to commence in thekey business apps – mIIMS for train training session I August‑September timeframe.delay reporting and mFS for train fault would like to thank The participating trial drivers will be issuedreporting. In addition to this, all guards you all for taking with iPads and trained in its businesshave been given email accounts and the time to create use and agreed parameters of use.can use the iPads to access emails, the something for crew,Sydney Trains intranet, Triptastic and the by crew… fantastic Need more information?RailSafe website. job (done).” Aaron Paul, Central Guard. Visit the Train Crew Mobility ProgramThe benefits include: intranet page or email “I consider myself the project team at:• Real time access to train crew proficient in the use traincrewmobility@transport. business information of iPads, but I was nsw.gov.au determined to go into the training with an• A significantly reduced time lag for the open mind. I learnt a few new tricks on RMC to receive delay information from using the iPad and obviously learnt a lot the frontline about the specific apps. I think that this will be a great tool for me to use in doing• Improved data quality – the mFS my job.” Glenn Watts, Hornsby Guard. app helps train crew to provide very accurate and consistent Update on Driver iPad Trial fault information. The next stage of the Train CrewAfter completing the training, on-the-job Mobility Program will be the iPad Trialsupport is provided by shift managers, involving 150 drivers. Drivers, uniontrain crew iPad champions and the train representatives and SEQR are workingcrew mobility project team, who have very closely with the Project Team torecently begun support sessions at scope and plan the trial.depots, in addition to on-train supportduring a guard’s shift.“Statistics show that the iPad is beingaccepted by Guards as the new way todo business.”Fred Jaunault, Program Manager, Train Crew Mobility850Over 850 guards Increased number of Increased number oftrained by mid-July fault reports submitted delay reports submitted 7

RECOGNITIONMay award winnersOperational Excellence Awards recognise employeesfor their outstanding work in areas of safety, customerexperience or operational excellence.An impressive 41 awards were presented at our May ceremony, exemplifying SPACEbehaviours in action across our directorate.Congratulations to all our winners and thank you for your great work. John Emmery, Central North GuardNominate a colleague Long Service Awards – new process Congratulations to Central NorthDo you know someone who has done Guard, John Emmery for his recentgreat work and gone above and beyond? The process for awards has recently Operational Excellence award in theNominate online, or fill in a paper form undergone a review which may have category of Customer Experience.from sign‑on locations. resulted in delays to staff awaiting long John gave a short speech when service awards. receiving his award, praising the workAttention managers! done by his fellow colleagues and A list of eligible recipients will soon also Sydney Trains for recognisingDid you know that in addition to the be provided to the Operations these efforts.Operational Excellence Awards we also Communications Team who will also behave Certificates of Appreciation? Use responsible for ordering all gifts and “As part of a good team we all aspirethis template to recognise employees pins for those who are celebrating up to to go about our lives as well as ourlocally who have demonstrated consistent 30 years’ service with the organisation. work in a professional, competent,good work or approach to work in line with Please do not order anything at a inspirational and meaningful way.our SPACE behaviours. local level. Service is what we do, it’s who we are.” John’s passion stems fromDownload a copy from the Ops Comms Staff whose rail career spans from 38 years in the Army Reserve wheretemplates section on our intranet. 40 to 60 years will be directly notified by he earned several medals from Corporate Communications. helping his team mates, bringing them home to safety. The medals For further information please visit the reflect his service to our country and Operations Communications ‘Employee his award, service to our workplace. Recognition’ intranet page. Thank you John for your unwavering commitment in helping customers; whoever they may be at the time.8

PROJECT UPDATESBetter incident reportingOur Business Planning & Performance team has been shining a lighton improving incident reporting and attribution for the organisation.Typically, when incidents occur, and are Gaudi recently led a program focused on improving the IIMS process. This included:likely to delay trains, they are reported tothe RMC where Train Controllers record • a mobile IIMS app (mIIMS). This was recently rolled out to train guards issuedthe details in the Incident Information with iPads, which means we have 900 users using mIIMs as a platform forManagement System (IIMS). delay reporting,Frontline staff who manage the incident • streamlining the Train Controller, Safety, Security, Infrastructure, and Fleet/Fault– such as ICON, IRCs, Customer Service screens for ease of use,Staff and Train Crew – can also provideinformation. These reports are then used • quicker sign-on to IIMS – so network users have one user‑ID and password,by the business to follow up on the natureof any delays, as well as determine the • introducing an attribution feedback function in IIMS to improve the tracking ofroot case, and they provide a record of feedback and accountability,how we responded to an incident. • improving incident coding to help internal stakeholders in their current reporting“Around 3000 people at Sydney Trains structure and data analysis,have access to the IIMS system and relyon it for its accuracy,” said Gaudi Gacis, • enhancements to NIN data entry fields to add clarity regarding the time theManager of the Reliability Improvement incident occurred,team. “Our IIMS process improvementprogram focuses on getting the • general IIMs system upgrades to include new functionality to help users investigateinformation correct at the start because and filter incident information.this is fundamental to people accessingthe data later on.” “So far we have received positive feedback about improving the quality of the reports. The information we are receiving about incidents is clearer and makes it easier to action investigations and attributions,” said Gaudi. Operations also recently hosted a 1 ½ day workshop to collaborate and capture ideas to improve the incident attribution process and focus on better outcomes for our customers. The workshop looked at ways Sydney Trains can collectively improve the identification of root causes of incidents and prevent them reoccuring.Image: Recent IIMS Workshop – The team is currentlycollating the actions and outputs, and working on a plan forapproval and implementation. 9

PROFILEMeet Nathan Cox:Area Controller andtrain enthusiast When did you first become How did you meet your Image above: L to R: Aaron, Chloe, Caitlin and interested in trains? wife to become a railway Hope, in front of Thomas at Trainworks Thirlmere family in the truest sense last month. Christian is missing as he prefers to When I was 4 my father, who was a of the word? be behind the camera. Great family day out. railway enthusiast, introduced me to trains and took me on various In 2009 I met my wife Vanessa at outings to photograph them. Campbelltown – we got talking on My mother’s uncle, Gordon Long, the platform and it just went from was an engineman at Eveleigh in the there. I knew from the start that it was 60s and 70s and now has his ashes meant to be. Vanessa, much like her in a memorial garden at Eveleigh. father (now retired) is a train driver After leaving high school, I worked working out of Campbelltown depot. as a railway preservation volunteer We had our first child together, through the NSW Rail Transport Hope in 2010 and were married the Museum. I started with (then State following year. We have a blended Rail Authority) in January 2000 family as we have children from as a CSA at Blacktown Station – previous relationships, Vanessa has interacting with people from different a son Christian (14) and I have a son cultures is one of my biggest Aaron (11) and two daughters Caitlin highlights as a CSA. (9) and Chloe (6). What other roles have you Both of us working on the railway has held in the organisation? its advantages as we often talk shop and I have learnt a lot about electric In 2003 I was promoted to the trains which helps me in my role. Safeworking Incident Response Team and I worked as a Team Working shift work can be hard at Leader at Glenfield signal box. times though, not always seeing Over the next 4 years I worked at each or seeing the kids properly, but various boxes including East Hills, we are both very lucky to have great Glenfield and Ingleburn. After several mothers who babysit for us at such years doing the SPI/LICs at short notice. Campbelltown I wanted another challenge, and worked up the grades What do you do in your at panels including St Marys and free time? Auburn. In June 2014, I successfully applied and sat the Band 3 signallers I often follow steam tours taking tests for an Area Controller Grade photographs and video, but my 2 role, and am now working out of real talent is with HO scale (1:87) Wollongong Complex. modelling. I have a 16ft x8ft model railway in my garage where my10 theme is the Illawarra/South Line in the late 70s early 80s, I build most of my own carriages and wagons from kits or from scratch. At my last count, I had 700 individual models.

SAFETYTransition from RISI to RIW cardContractors who work on the Sydney Trains network are transitioning from RISI card to thenationally recognised RIW (Rail Industry Worker) card. This does not affect Sydney Trains staffwith a RISI card; however it’s important that staff are aware of the changes.Sydney Trains staff who currently check RISI cards to provide contractors with access to worksites,will be equipped with an easy to use smartphone app (OSTE) that allows them to scan and check RIW cards onsite.You can request the OSTE app and login from your Safety Representative or visit the Safety pages on the intranet forfurther contacts.New rules on use of Train Crewing collaborating tothe phonetic alphabet tackle NAPODs and FTS incidentsIt is now mandatory to use the phonetic A workshop consisting of various stakeholders, including, drivers,alphabet to identify a train or signal guards, rostering officers, schedulers, standards officers, planners,number in any communication about: shift/area managers, Human Factors and Safety professionals was held in May to discuss Fail to Stop (FTS) and Not at Point of Duty• a proceed authority (NAPOD) incidents, which are among the top five reliability issues for Train Crewing.• an instruction not to proceed The workshop reviewed the processes, incident data and trends associated with FTS• a work on track authority and NAPODs to perform a ‘root‑cause’ analysis exercise.• a work on track method A range of initiatives were identified including:• train running information • evaluate possible Stopping Pattern Report (SPR) improvements (e.g. highlighting most frequent FTS locations and relief times)• special working • develop a crew team award for operational excellence by zero safety• a Condition Affecting the Network (CAN). operational incidentsThese changes have been notified • standardise toilet relief procedures with the list of toilet locations throughoutthrough Permanent Safe Notice 054 the networkand Safe Tracks issue No. 06 and cameinto effect on 21 June 2015. • provision of TLS, SPI screens and digital clocks in all meal rooms, standby rooms and at all relief locationsRemember these essentialcommunications tips when applying • develop Good Practice Guide in ‘time management’ to improve crewsafety critical communications: NAPOD events.• plan the communication before The project team making the call – who you are, where will present its you are and what you want recommendations and potential benefits• use the phonetic alphabet when this month for the making reference to signal numbers review and approval and train run numbers of the Train Crewing management team.• repeat back to confirm understanding If you have any• keep conversations business-like and questions regarding the to the point. project, please contact Mandar MaratheIf you have any from the Reliabilityquestions, please Improvement Program.speak to yourmanager. A copy 11of the phoneticalphabet is availableon the OpsCommunicationsintranet page.

OUT AND ABOUT1.  Fundraiser for Nepal 1 2Security team arranged a fundraiser lunch for NepaleseEarthquake victims on 27 March. Staff were asked to provide a 4plate of food to share, or make a $5 donation. An impressive$670 was raised, the donation was sent to UTS NepaleseSociety to disseminate to remote areas of Nepal.Well done to the organisers and to all that contributed;excellent outcome.2.  PSMP Graduation CeremonyCongratulations to Bianca Riley, Business Analyst NetworkOperations for completing a Graduate Certificate in PublicSector Management, graduating with distinction. As part of theprogram, Bianca completed a work-based project developing theGraffiti Management Strategy for Sydney Trains.L-R: Mark Abel, Security Manager, Bianca Riley, Neil Druett, ManagerPasses & Concessions and Tony Eid, Director Operations at the PublicSector Management Program Graduation Ceremony, 8 May 2015.3.  Site Tour of the newly commissioned 3North Strathfield Rail UnderpassThis project is a part of the Northern Sydney Freight CorridorProgram, a joint Australian and NSW Government initiative toimprove capacity and reliability for freight trains on the Main NorthLine between North Strathfield and Broadmeadow. It features2.4km of new track and rail infrastructure which connects to therelief goods at North Strathfield.4.  Disaster Recovery ExerciseOn 27 June an exercise was held that involved stafffrom both the RMC and ICON participating in a practiceevacuation exercise from Central to the DisasterRecovery Centre. The exercise was aimed at increasingfamiliarisation and also testing technology at the Centre.5.  Cold snap in the mountainsThank you to all the staff who worked to restore servicesand kept our customers informed about the BlueMountains Line during the severe weather conditionsin mid‑July.Images from left: Katoomba Signal Box and Katoomba Stationwith leisurely snowman sitting on the bench 512 Disclaimer While all care is taken in producing this work, no responsibility is taken or warranty made with respect to the accuracy of any information, data or representation. The authors (including copyright owners) expressly disclaim all liability in respect of anything done or omitted to be done and the consequences upon reliance of the contents of this information.