NSW CUSTOMER SERVICE PLAN

July 2019 – July 2020

TABLE OF CONTENTS
1. INTRODUCTION............................................................................................................ 2
2. STRATEGIC CUSTOMER SERVICE OBJECTIVES, MODEL & PRINCIPLES ............ 2
3. OUR TEAM .................................................................................................................... 4
4. CUSTOMER FEEDBACK MANAGEMENT ................................................................... 4
5. CUSTOMER SERVICE PROGRAMS ............................................................................ 5
6. MEASUREMENT ........................................................................................................... 9

TSNSW Customer Service Plan (01/07/2019) Page 1 of 9

 1. INTRODUCTION
Background

Transit Systems is committed to providing high quality, customer focused public transport services
that are convenient, accessible and reflect customer demand.
This document is designed to sit below the Marketing and Customer Experience plan. This plan
focuses on the operational elements required to deliver customer service and is supported by the
Transit Systems NSW Customer Charter.

Scope
This plan outlines how Transit Systems NSW will maintain and comply with the customer service
requirements. It outlines the strategies and initiatives that will be put in place to deliver excellent
customer service.

This strategy scope covers at a high level, major inputs including:

 Customer feedback management
 Customer communications
 Customer and staff, safety and security
 Ticketing and revenue protection
 Customer service training
 Customer engagement activities

The timeframe in scope for this plan is July 2019 to June 2020, with a review at its completion.
This plan will need to be reviewed and updated as needed. Each year, we will build on our customer
service capability and programs in partnership with TfNSW.

2. STRATEGIC CUSTOMER SERVICE OBJECTIVES, MODEL &

PRINCIPLES
At Transit Systems NSW, customer service means exceeding our customer’s
expectations at every step of the customer journey. That means listening to,
anticipating and responding to our customers’ needs.

The customer is at the heart of everything we do. All staff undertake our dedicated Customer Focus
Training to ensure our customer service values are strong across every part of the business – from
the vehicle mechanics who ensure our buses run smoothly, to our drivers who ensure you get to
where you need to go safety and efficiently.

TSNSW Customer Service Plan (01/07/2019) Page 2 of 9

 We support this commitment by working towards continuous improvement of the overall customer
journey, under the following areas:

 Services – Taking customers from A to B

 Comfort – Ensuring a pleasant journey
 Safety – Ensuring safety on board our vehicles
 Information – Access to the information customers need
 Feedback – Listening to our customer needs
 Customer culture – Living a customer focus ethos
Transit Systems NSW commitment and procedures for improving customer satisfaction are set out in
this Customer Service Plan.
If you have any comments or suggestions regarding our Customer Service Plan, we encourage you to
contact us so that we can work with you to further improve the level of service provided.

Objectives
This plan aims to deliver on the following objectives:
1. Increase the annual TfNSW Transport Customer Satisfaction Index score by at least 5% (i.e.
overall customer satisfaction with the bus service greater than 90%).
2. Work closely with TfNSW on innovations to improve customer communication channels
3. Reduce the time it takes to respond and close customer feedback
4. Reduce customer complaints and increase customer commendations
5. Exceed our customer service commitments under TfNSW contractual KPIs

Strategies
To achieve these objectives Transit Systems NSW will implement a number of strategies. These
initiatives will complement the marketing and customer experience initiatives also underway and
include:
 Continue to improve our Customer Feedback Management System to ensure the most efficient
resolution of customer feedback
 Analyse customer complaint trends and improve reporting within the business
 Ensure all new staff complete Customer Focus Training, and existing staff complete annual
refresher training
 Maintain an ongoing focus of continual improvement
 Improve the information and access to information provided to our customers in real-time, on
board and online

TSNSW Customer Service Plan (01/07/2019) Page 3 of 9

 3. OUR TEAM
The Customer Experience team is responsible for responding to all customer comments, complaints
and questions from our customers.

This team is decentralised, reporting directly to the respective Depot Operations Managers to ensure
visibility of feedback and timely resolution of issues.

The team is responsible for:

 Communication with customers
 Liaison with TfNSW
 Liaison with internal Customer Experience and Communications team and Operations team
 Issues management, complaints resolution, and correspondence
 Management of the Customer Feedback Management System
The on demand customer service team report into the Customer Experience Officer and are based
at Leichhardt.

The team is made up of five roles which cover:

 Direct communication with customers, via the app, Helpshift, Facebook and email
 Liaison with internal Customer Experience Officer and Operations team
 Issues management, complaints resolution, and correspondence

4. CUSTOMER FEEDBACK MANAGEMENT

The main requirement of these teams is the management of customer feedback.

Transit Systems NSW has a robust customer feedback management system and customer service
processes to effectively monitor and respond to customer comments. In addition to TfNSW’s
Transport Info website, Transit Systems NSW provides a number of ways for customers to provide
feedback.

These include:
 Direct call or email to Transit Systems NSW depots
 Contact form on the Transit Systems website
 Speaking directly to our friendly staff

All feedback is logged and assigned to an appropriate person within the customer service team. We
have a policy of a 2-day response from lodgement of a comment by the customer. Customer
comment data will be analysed on a monthly basis to identify trends or issues which may need to be
actioned.
On demand customer feedback management will be approached in the same way, but will have real-
time KPI’s set internally (on top of the TFNSW KPI’s) to reflect the real-time nature of the service and
booking style. Customers can reach the on demand customer service team directly through these
additional channels:
 Support function in the app
 Email [email protected]
 BRIDJ Facebook page.

These channels will be monitored during service hours.

TSNSW Customer Service Plan (01/07/2019) Page 4 of 9

 5. CUSTOMER SERVICE PROGRAMS
Below is a table which outlines the programs and initiatives Transit Systems NSW operates to
ensure we achieve our customer service KPI’s.

POLICIES / GOALS / STRATEGY OWNER REVIEW

PROGRAMS TARGETS
Customer Communication and Information

Service Desk Provide a Contact details are provided on Area Manager Administrative Reports
convenient contact the Transit Systems website
point for customers and in our customer charter Depot Customer Comments
requiring to speak document. Operations
to a company Managers Business Management
representative The Service Desk will be staffed System Audits
during office hours, Monday to
Friday.

An after-hours recorded
message will also be available
for customers.

Transport Info Website All customer Work with TfNSW to Customer Continuous as service
www.transportnsw.info information is to implement approved standards Experience & proposals are
include advice on for communications material Communications developed
accessible services, and interactive systems to Manager
fares, timetables deliver information on the local Customer Comments
and journey and wider area transport Planning &
planning network through an electronic Performance
medium. Manager

Service Disruption Provide customers Maintain the Transit Systems Customer Information provided
Information with information website to ensure information Experience & by local agencies such
(maintenance and that is concise, up is relevant and up to date. Communications as, Councils, RMS and
special events) and to date and readily Manager Police
Emergency Situations available in Where practical, include
electronic, or information on the Transit Planning & Desk top exercises
printed form Systems website of service Performance with drivers,
changes due to special events, Manager supervisors and senior
or diversions as a result of road management.
works or road closures.

Provide passenger alert posters

in buses and at major stops
advising passengers of service
changes or short term
disruptions to services.

TSNSW Customer Service Plan (01/07/2019) Page 5 of 9

 POLICIES / GOALS / STRATEGY OWNER REVIEW
PROGRAMS TARGETS
Timetables Ensure that existing Provide electronic versions of Customer Customer Comments
and potential all public timetables operated Experience &
customers have in the Region on the Transit Communications Driver and Supervisory
ready access to bus Systems’ website Manager Reports
timetable
information. Provide relevant information in Planning & Focus Group Inputs
an electronic format to Performance
Transportnsw.info for inclusion Manager Stakeholder Meetings
on the Transportnsw.info
website

Ensure printed versions of the

public timetables are available
at Transit Systems’ depots and
mailed to customers on
request.

Provide timetable information

at designated bus stops within
the Contract Region and
ensuring that damaged
information is promptly
replaced.

On demand app Ensure the app The app will be constantly BRIDJ Technical
continues to monitored by our Customer Team
provide accurate Service Coordinators and
and timely updates Product Manager. Customer
to customers on the Experience
status of their Our highly skilled technical Officer
journey. team have automatic
notifications in place to ensure
the appropriate staff are
notified of a significant issue if
it occurs within the app i.e an
outage.
On demand in app To provide instant The Helpshift program, Customer Review response times
support, customer assistance to Facebook messenger and the Experience
service email and customers having customer service email will be Officer
Facebook difficulty booking monitored constantly during
on demand service hours by our on Customer
services. demand customer service Service Team
team.

Our objective is to reply to

customers in the following time
frames per channel.
In app comment - within five
minutes
[email protected] email -
within one hour
Facebook message – within
one hour

TSNSW Customer Service Plan (01/07/2019) Page 6 of 9

 Ticketing and Revenue Protection
Fares and ticketing Provide customers Maintain the Transit Systems Customer Management Review
with information website and BRIDJ website to Experience & Meetings
that is concise, up ensure ticketing and fare Communications
to date and readily information is relevant and up Manager Customer Comments
available in to date including a hyperlink to
electronic or www.transportnsw.info Customer Stakeholder Meetings
printed form. Experience Officer

Training and Development

Customer Focus Drivers must Topics covered in the Customer NSW Training Feedback from
Training provide exceptional Focus Training are: Manager attendees
customer service. - The customer journey
- Pain points
- Moments of truth
-Ticketing
-Conflict management
-De-escalation of situations
- Effective provision of
information
- BRIDJ app training

Staff Award Scheme To reward our team An employee award scheme National Feedback from staff
members for will be established based on Marketing &
exceptional the Customer Focus Training Communications
instances of safety program. It will be introduced Manager
and customer nationally to recognise
service related employees for demonstrating Customer
behaviour. exceptional behaviour in the Experience &
areas of customer service and Communications
safety. Manager
Employees will be able to
nominate fellow employees for
recognition.

Operational Integration
On demand services Effectively Work with TfNSW, the BRIDJ Product Patronage growth
integrating on community and customers to Manager
demand services deliver the most effective
into the Region, by services for the region.
complementing Continually optimising services
existing services by analysing customer data and
and modes. travel patterns.
Inclusive Transport Increase usage of Work with stakeholders to Area Manager Patronage Increase
public transport deliver transport solutions that
options by target encourage increased travel on Planning & Customer Comments
groups. public transport services by Performance
older people, persons with Manager
mobility challenges and
culturally and linguistically
diverse members of the
community.

TSNSW Customer Service Plan (01/07/2019) Page 7 of 9

 Service Integration Improve Establish effective Planning & Focus Group inputs
connectivity with communication with service Performance
other transport providers such as railways and Manager Stakeholder Meetings
providers and other bus operators servicing
modes to provide a common facilities, or adjoining On Road Support Service Planning
seamless transfer regions Officer Meetings with TfNSW.
arrangement where
practical.
School Services Provide accurate Develop and maintain a Planning & Continual review of
information and detailed list of school services Performance loading data and on
timetables for for each school in line with the Manager time running surveys
designated school Bus Services Contract and
services that display this information on the Driver and Supervisor
transport school Transit Systems website. Reports
children to schools
across Transit Liaise with individual schools to Customer Comments
Systems NSW ensure that the information
contract areas. provided is correct and Representations and
updated in a timely manner requests from Schools
when there are adjustments to
services.
Service Planning and Ensure that the Continually review passenger Area Manager With State and local
Design customer receives loading data to ensure services governments during
the highest quality meet patronage demand and Planning & project planning stages
bus service, within addresses fluctuations in Performance
commercial passenger loading and traffic Manager Customer feedback
constraints and conditions.
road use On Road Support During project based
restrictions. Officer community
consultation

Management System
Planning and Review
Meetings

Lost Property Management

Lost Property Re-unite passengers Ensure that policies and Depot Operations Business Management
with lost property procedures are maintained to Manager System Audits
log lost property in accordance
with the Bus Services Contract. Customer Comments

Provide contact details for

passengers to register, or
enquire about property lost on
services, or at bus stops.

Provide secure storage facilities

for lost property for the period
stipulated in the Lost Property
Procedures.

Lost property will be kept for

no longer than three months.

TSNSW Customer Service Plan (01/07/2019) Page 8 of 9

 Safety and Security
Missing Children Ensure that Provide a structure whereby Depot Operations Business Management
children travel lost children can be identified Manager System Audits
safely on buses and and reunited with their
are reunited with guardian or transferred to Area Manager Desk top exercises
their parent or police. with drivers,
guardian if they supervisors and senior
become lost. Operations personnel and management.
drivers will be trained in
methods of identifying lost or Customer Comments
confused children on the
network.

Establish an escalation process

to deal with lost children to
ensure that every effort is
made to provide support to
guardian and police to locate
lost children.

Building Customer Engagement

See the Marketing and Customer Experience Plan for details

6. MEASUREMENT

The effectiveness of our programs and policies will be monitored and measured in the following
ways:
 Number of complaints received
 Number of commendations received
 Average response time to a customer from when a complaint is logged
 Average time to close a complaint
 Customer satisfaction survey results
 Average star rating (on demand services)
 Number of employees who have completed the Customer Focus Training program

TSNSW Customer Service Plan (01/07/2019) Page 9 of 9