A customer centred program of change

We have the opportunity to build on our success and take the delivery of integrated, customer centred services to the next level. To do this we need make important changes to the way we work with each other, transport providers and communities. A key ingredient is having the right structure in place to work more closely together, focusing on urban and regional NSW in a holistic way so we can deliver better customer and community outcomes.

This website will be regularly updated to keep staff and leaders working in the Transport cluster informed about the latest news and Q&As about the changes as we transition to our new operating model.


Latest update - 17 April 2019

Between now and 1 July, we will progressively move to the new operating model for the Transport cluster and make changes as we go. We are prioritising our focus on the customer and our people first in the next steps in the transition to the new operating model.

  • The customer – we are prioritising the transition to our three new ‘customer focused’ divisions – Regional, Urban and Customer Strategy and Technology. This means we can realise the benefits sooner of better integrated service delivery across all modes and better customer outcomes across NSW.
  • Supporting our people – we are prioritising the transition to the new People and Culture division so we have a strong focus on supporting our people through the changes.

Key transition timeframe

The below high level timeframe gives an overview of the focus for each phase of the transition to the new operating model. We will also share more information and details on 1 May.


Note: Click on the image above to enlarge.


Leaders have been selected for our new divisions and have been announced by Secretary, Rodd Staples. A short summary is below but please make sure you read the full announcement and updated Q&As for more information.

Note: Click on the image above to enlarge.

Leadership team for new operating model

Urban division – Elizabeth Mildwater, Deputy Secretary.

This division will integrate transport modes to deliver customer-centred services and infrastructure for the Sydney metropolitan area.

Regional division – Matt Fuller, Acting Deputy Secretary.

This division will focus on understanding the particular needs of regional communities across NSW and deliver customer-centred integrated transport services and infrastructure.

Customer Strategy and Technology division – Rachel Wheeler, Acting Deputy Secretary.

This division will develop long-term strategy across urban and regional areas and leverage new technology and insights to provide more integrated customer-centred solutions.

Infrastructure and Place division – Peter Regan, Deputy Secretary.

This division will deliver infrastructure solutions that create and connect great places and will be aligned to the new model.

Corporate Services division – Anne Hayes, Deputy Secretary.

This division will provide effective corporate services and be aligned to the new model.

People and Culture division – Kirsten Watson, Acting Chief People Officer.

To ensure our people remain at the heart of our how we implement these changes, the People and Culture team from within the Corporate Services Division will form a new division reporting directly to Rodd Staples.

Regulation division - discussions are progressing on who will lead the new Regulation division.

This division will provide regulatory and compliance services across modes to ensure the safe operation of our networks.

Office of the Secretary – Alison Cunningham, Executive Director.

Point to Point Transport Commissioner–Barbara Wise will remain as Commissioner the until recruitment for the role, the which began earlier this year, is finalised.

Chief Executives Howard Collins (Sydney Trains), Steffen Faurby (STA) and Jon Lamonte (Sydney Metro) remain in their current roles and respective agencies in the Urban division.

Pete Allaway will be Acting Chief Executive of NSW TrainLink in the Regional division.

Evolving Transport

Our new operating model is one part of a broader customer centred program of change for the Transport cluster. Find out everything you need to know about Evolving Transport here

More information and support

We have the opportunity to build on our success and take the delivery of integrated, customer centred services to the next level. To do this we need make important changes to the way we work with each other, transport providers and communities. A key ingredient is having the right structure in place to work more closely together, focusing on urban and regional NSW in a holistic way so we can deliver better customer and community outcomes.

This website will be regularly updated to keep staff and leaders working in the Transport cluster informed about the latest news and Q&As about the changes as we transition to our new operating model.


Latest update - 17 April 2019

Between now and 1 July, we will progressively move to the new operating model for the Transport cluster and make changes as we go. We are prioritising our focus on the customer and our people first in the next steps in the transition to the new operating model.

  • The customer – we are prioritising the transition to our three new ‘customer focused’ divisions – Regional, Urban and Customer Strategy and Technology. This means we can realise the benefits sooner of better integrated service delivery across all modes and better customer outcomes across NSW.
  • Supporting our people – we are prioritising the transition to the new People and Culture division so we have a strong focus on supporting our people through the changes.

Key transition timeframe

The below high level timeframe gives an overview of the focus for each phase of the transition to the new operating model. We will also share more information and details on 1 May.


Note: Click on the image above to enlarge.


Leaders have been selected for our new divisions and have been announced by Secretary, Rodd Staples. A short summary is below but please make sure you read the full announcement and updated Q&As for more information.

Note: Click on the image above to enlarge.

Leadership team for new operating model

Urban division – Elizabeth Mildwater, Deputy Secretary.

This division will integrate transport modes to deliver customer-centred services and infrastructure for the Sydney metropolitan area.

Regional division – Matt Fuller, Acting Deputy Secretary.

This division will focus on understanding the particular needs of regional communities across NSW and deliver customer-centred integrated transport services and infrastructure.

Customer Strategy and Technology division – Rachel Wheeler, Acting Deputy Secretary.

This division will develop long-term strategy across urban and regional areas and leverage new technology and insights to provide more integrated customer-centred solutions.

Infrastructure and Place division – Peter Regan, Deputy Secretary.

This division will deliver infrastructure solutions that create and connect great places and will be aligned to the new model.

Corporate Services division – Anne Hayes, Deputy Secretary.

This division will provide effective corporate services and be aligned to the new model.

People and Culture division – Kirsten Watson, Acting Chief People Officer.

To ensure our people remain at the heart of our how we implement these changes, the People and Culture team from within the Corporate Services Division will form a new division reporting directly to Rodd Staples.

Regulation division - discussions are progressing on who will lead the new Regulation division.

This division will provide regulatory and compliance services across modes to ensure the safe operation of our networks.

Office of the Secretary – Alison Cunningham, Executive Director.

Point to Point Transport Commissioner–Barbara Wise will remain as Commissioner the until recruitment for the role, the which began earlier this year, is finalised.

Chief Executives Howard Collins (Sydney Trains), Steffen Faurby (STA) and Jon Lamonte (Sydney Metro) remain in their current roles and respective agencies in the Urban division.

Pete Allaway will be Acting Chief Executive of NSW TrainLink in the Regional division.

Evolving Transport

Our new operating model is one part of a broader customer centred program of change for the Transport cluster. Find out everything you need to know about Evolving Transport here

More information and support