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.

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.

Latest update - 15 May 2019

Step 1: Transition of teams on 15 May

Today marks the first step in our transition to the new operating model. As part of this transition we now have four new people and customer focused divisions:

  • Urban: Elizabeth Mildwater, Deputy Secretary
  • Regional: Matt Fuller, A/Deputy Secretary
  • Customer Strategy & Technology: Rachel Wheeler, A/Deputy Secretary
  • People and Culture: Kirsten Watson, A/Chief People Officer

Leaders of these four new divisions (Matt Fuller, Elizabeth Mildwater, Rachel Wheeler and Kirsten Watson respectively) will begin in their new roles and some senior leaders and their teams have now moved into our new customer and people focused divisions.

What do today’s changes mean for me?

For most people who have moved into their new division, there will be no immediate impact or change to your role.

For operating agencies, today brings a reporting line change for Chief Executives into either the new Urban or Regional division, but for everyone else, there will be no impact or change to your day-to-day roles.

At this point there are no further changes to the other new divisions in the operating model – Infrastructure & Place, Point to Point Commission, Office of the Secretary, Regulation and Corporate Services.

There is still a lot of detail to work through with these four divisions and how they will work. The new division leaders will now spend more time with the leaders and teams that have already transitioned along with the leaders that are proposed to transition into their divisions by 1 July. It’s important that all leaders start to build new relationships, interact and work together to consider how the new divisions can make the most of our new operating model for our customers and the community.

What’s next?

Step 2: Closer working relationships and more information sharing by 5 June

In the coming weeks, senior leaders of teams that are proposed to move to a division will be invited by the division leader to informally join their management team meetings and begin working more closely.

This knowledge sharing and closer collaboration will contribute towards the final decision on divisional arrangements and help ensure a smoother transition on 1 July.

Existing reporting lines and delegations will remain in place until advised otherwise.

Step 3: All teams transitioned to new operating model on 1 July

All TfNSW and RMS teams will transition to the new divisions and all leaders of teams will have new reporting lines in place on 1 July.


An update on inflight/upcoming recruitment in TfNSW and RMS

Principles for inflight/upcoming recruitment have been developed for RMS and TfNSW and unions are been engaged.

  • Where recruitment is for a role in an area not common to both RMS and TfNSW agencies, and requires technical and specialist capability, normal recruitment, including ongoing offers of employment will continue.
  • Where recruitment is for a role in an area that is common to both RMS and TfNSW agencies, the recruitment process may proceed as limited duration employment for up to one year. Where this principle limits fulfilling business needs, a submission can be made to the Governance Committee for consideration of an exemption.

The Governance Committee members include Anne Hayes, Matt Fuller, Kirsten Watson, Tracey Taylor, Trudi Mares, Sam Cummins and Hassanah Rudd.

All current and future recruitment branding is to be changed from RMS to TfNSW.


Proposed transition map

The below high level timeframe gives an overview of the focus for each phase and the next steps in the transition to the new operating model.





Proposed transition of teams to the new divisions on 1 July

The below is an overview of how the TfNSW and RMS teams will transition to the new divisions. All leaders of teams will have new reporting lines in place on 1 July.

Note: Click on images to enlarge.


Evolving Transport

Our new operating model is one part of a broader customer centred program of change for the Transport cluster. Read more about the proposed divisions and their leaders below.


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 until recruitment for the role, 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.

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.

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.

Latest update - 15 May 2019

Step 1: Transition of teams on 15 May

Today marks the first step in our transition to the new operating model. As part of this transition we now have four new people and customer focused divisions:

  • Urban: Elizabeth Mildwater, Deputy Secretary
  • Regional: Matt Fuller, A/Deputy Secretary
  • Customer Strategy & Technology: Rachel Wheeler, A/Deputy Secretary
  • People and Culture: Kirsten Watson, A/Chief People Officer

Leaders of these four new divisions (Matt Fuller, Elizabeth Mildwater, Rachel Wheeler and Kirsten Watson respectively) will begin in their new roles and some senior leaders and their teams have now moved into our new customer and people focused divisions.

What do today’s changes mean for me?

For most people who have moved into their new division, there will be no immediate impact or change to your role.

For operating agencies, today brings a reporting line change for Chief Executives into either the new Urban or Regional division, but for everyone else, there will be no impact or change to your day-to-day roles.

At this point there are no further changes to the other new divisions in the operating model – Infrastructure & Place, Point to Point Commission, Office of the Secretary, Regulation and Corporate Services.

There is still a lot of detail to work through with these four divisions and how they will work. The new division leaders will now spend more time with the leaders and teams that have already transitioned along with the leaders that are proposed to transition into their divisions by 1 July. It’s important that all leaders start to build new relationships, interact and work together to consider how the new divisions can make the most of our new operating model for our customers and the community.

What’s next?

Step 2: Closer working relationships and more information sharing by 5 June

In the coming weeks, senior leaders of teams that are proposed to move to a division will be invited by the division leader to informally join their management team meetings and begin working more closely.

This knowledge sharing and closer collaboration will contribute towards the final decision on divisional arrangements and help ensure a smoother transition on 1 July.

Existing reporting lines and delegations will remain in place until advised otherwise.

Step 3: All teams transitioned to new operating model on 1 July

All TfNSW and RMS teams will transition to the new divisions and all leaders of teams will have new reporting lines in place on 1 July.


An update on inflight/upcoming recruitment in TfNSW and RMS

Principles for inflight/upcoming recruitment have been developed for RMS and TfNSW and unions are been engaged.

  • Where recruitment is for a role in an area not common to both RMS and TfNSW agencies, and requires technical and specialist capability, normal recruitment, including ongoing offers of employment will continue.
  • Where recruitment is for a role in an area that is common to both RMS and TfNSW agencies, the recruitment process may proceed as limited duration employment for up to one year. Where this principle limits fulfilling business needs, a submission can be made to the Governance Committee for consideration of an exemption.

The Governance Committee members include Anne Hayes, Matt Fuller, Kirsten Watson, Tracey Taylor, Trudi Mares, Sam Cummins and Hassanah Rudd.

All current and future recruitment branding is to be changed from RMS to TfNSW.


Proposed transition map

The below high level timeframe gives an overview of the focus for each phase and the next steps in the transition to the new operating model.





Proposed transition of teams to the new divisions on 1 July

The below is an overview of how the TfNSW and RMS teams will transition to the new divisions. All leaders of teams will have new reporting lines in place on 1 July.

Note: Click on images to enlarge.


Evolving Transport

Our new operating model is one part of a broader customer centred program of change for the Transport cluster. Read more about the proposed divisions and their leaders below.


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 until recruitment for the role, 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.

More information and support