Sydney Trains

Transform frontline culture and work practices to implement a new customer service model.

Sydney Trains iPhone Pilot Readiness Project Sheet

The need

Staff feedback showed dissatisfaction with approaches to change and training and technology adoption remained at consistently low levels.

While leaders had attended training such as Lean Six Sigma there was minimal evidence of change and adoption of data-driven continuous improvement initiatives.

Our Work 

Partnering with the internal team we engaged with frontline teams and leaders to map the complexity of influences and effects of current actions. With these insights, we detailed actions, risks and strategies and began building the capability and confidence to deliver benefits to the Sydney Trains customers.

‘In all my 30 years with rail, never been in a training session with my boss before, it’s fantastic’

‘I was really nervous about the changes, having you come here made it easy, I love it!’

We mapped out an achievable journey for change with the internal team. The strength of our partnering approach saw quick successes and led to a decision to increase our scope so the internal team could fully leverage Cassey Consulting’s expertise across change and learning.

We supported business process mapping, software upgrades, and User Acceptance Testing. We conducted change readiness assessments, business impact analysis and training needs analysis.

We facilitated training, coached leaders, and prepared online support materials.


1k PA
Improved customer moments
0 Million
Pieces of paper removed
Reduced time to process injuries
Reduction in staff training time
Customer Service Award

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