Why we need to evolve

Since the Transport cluster formed in 2011, we’ve made huge progress and worked together to deliver improvements across the roads and public transport network.

• We’ve built and opened new infrastructure, introduced new services and put a real focus on the customer that’s helped drive a sustained increase in satisfaction.
• Patronage on public transport continues to increase, which places pressure on our networks, but it’s also a great sign of confidence and a key measure of how successful we’ve been.
• But over that time our external environment has changed rapidly – new technologies, new modes and new service models have emerged and we now have a cluster-wide Future Transport strategy to deliver.
• There’s also been a shift in customer needs and expectations. Increasingly, customers are becoming ‘mode agnostic’ which means they are focused on their journey from one point to another, not a journey on a single mode.
• Our cluster is currently built around individual modes of transport, which makes it more challenging to be multi-modal in our thinking.

All of this means that to deliver better outcomes for customers and communities, we need to make changes to ensure we not only respond to what’s happening now, but to set ourselves up to be successful into the future.

How we need to evolve

We now 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 across three key areas:

1. Operate and work differently together
   A key ingredient is having the right structure in place to work more closely together, focusing on the different needs of urban and regional NSW in a holistic way.

2. Be smarter with taxpayers’ money
   We need to be smarter with the way we use taxpayers’ money and recover more of the costs for running our services, which will be reinvested to improve customer services and technologies.
3. Focus on our people
   We will also be focused on improving your experience of working at Transport by making it a place where everyone can listen, act, think and lead for the benefit of customers and communities.