Sydney Trains

Change and Capability | Leadership and Coaching | Learning Solutions | Documentation

The need

The approach to customer service was significantly revised, shifting staff from a task focus to a customer service focus. A Station Management Model and the underpinning business process improvements were the articulation of the new approach to customer service. The team responsible for implementing the change required support.

Behind the Scenes

Stations relied on mainly paper based processes to do their work, staff feedback indicated dissatisfaction with approaches to change and training and low confidence in technological solutions and while Managers had attended Lean Six Sigma training there was minimal evidence of data driven continuous improvement initiatives.

Our Work

We partnered with the Sydney Trains Removing Bureaucracy Team to develop approaches to change, capability building, training and documentation. Our scope of work was increased over the course of the project enabling the Removing Bureaucracy Team to fully leverage our team’s capabilities.

Our scope of work included conducting business process mapping, supporting software upgrades doing UATs and audits, conducting change readiness assessments and business impact analysis, conducting training needs analysis, facilitating and coaching managers in Lean Six Sigma, behavioural change, customer focused service, designing and implementing training, writing User Guides and online support material.

Outcome

Successfully supported the Team to remove the barriers of behavioural change. The iPhone rollout won the Customer Service Award, 2016 Australasian Rail Industry Awards, for the innovative and professional way the iPhones were delivered throughout the network.

0k PA
Improved Customer Moments

An estimated 600k PA in improved customer moments and reduced staff time on unnecessary tasks by 3 hours per day through implementation of the Station Continuous Improvement Process.

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Pieces of Paper Removed

Removed 10 million pieces of paper from the system through delivery of business process improvements.

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Reduced time to process injuries

Reduced the time taken to process injuries by 80% through the introduction of an online injury reporting system.

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Reduction in Staff Training Time

Reduced staff training time by 75% through innovative approaches.

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Customer Service Award

The iPhone rollout won the Customer Service Award, 2016 Australasian Rail Industry Awards, for the innovative and professional way the iPhones were delivered throughout the network.

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