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 to 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 greater Sydney 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 on 1 July and beyond.

Latest update August 8

Start talking to your stakeholders about our change

We want everyone to get out there and start having meaningful conversations about our change with stakeholders you already engage with regularly. Ask them about what’s working and what’s not, and how can we improve the experience of working with us.

Some slides and talking points are now available for you to download to help with these conversations with your stakeholders.

To make it easier and less time consuming for our stakeholders to engage with us we want everyone to start talking with your new colleagues in your divisions about ways to combine these engagements– think across modes of transport, think across a range of projects impacting the same community.

We are now in Phase 3

We are now into Phase 3 of our transformation process, where we plan, design and implement the new operating model, organising ourselves more effectively to deliver for our customers and communities.

We will work together (including co-design activities where you may be asked to get involved) to define our purpose, new processes, systems, structures and ways of working, within and across our new divisions. Divisions will be supported through this process by People and Culture, the Transformation Office and Corporate Services.

Phase 3 has been broken into three parts

3A Foundation planning

Phase 3(A) – Foundation Planning (wrapping up end of August)

Phase 3(B) – Detailed Planning and Implementation (Divisions will move at different paces during this phase and it will take anywhere from 3 – 12 months depending on the amount of change being implemented)

Phase 3 (C) – Continuous Improvement (this begins in around 12 months).

Learn more about phase 3 here.

Doing your job during change

Get the latest updates here on systems, processes and branding changes to help you to do your job during 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 to 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 greater Sydney 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 on 1 July and beyond.

Latest update August 8

Start talking to your stakeholders about our change

We want everyone to get out there and start having meaningful conversations about our change with stakeholders you already engage with regularly. Ask them about what’s working and what’s not, and how can we improve the experience of working with us.

Some slides and talking points are now available for you to download to help with these conversations with your stakeholders.

To make it easier and less time consuming for our stakeholders to engage with us we want everyone to start talking with your new colleagues in your divisions about ways to combine these engagements– think across modes of transport, think across a range of projects impacting the same community.

We are now in Phase 3

We are now into Phase 3 of our transformation process, where we plan, design and implement the new operating model, organising ourselves more effectively to deliver for our customers and communities.

We will work together (including co-design activities where you may be asked to get involved) to define our purpose, new processes, systems, structures and ways of working, within and across our new divisions. Divisions will be supported through this process by People and Culture, the Transformation Office and Corporate Services.

Phase 3 has been broken into three parts

3A Foundation planning

Phase 3(A) – Foundation Planning (wrapping up end of August)

Phase 3(B) – Detailed Planning and Implementation (Divisions will move at different paces during this phase and it will take anywhere from 3 – 12 months depending on the amount of change being implemented)

Phase 3 (C) – Continuous Improvement (this begins in around 12 months).

Learn more about phase 3 here.

Doing your job during change

Get the latest updates here on systems, processes and branding changes to help you to do your job during change.