Operations & Safety Programs

Contactless is a quick and easy way to pay for a trip on Sydney Trains or NSW TrainLink Intercity rail services, light rail or on a Sydney Ferries service. To assist our customers as they utilise this new payment method the Operations & Safety Team designed and developed the ORPA Upgrade course to enable upskilling of all Transport Officers and Authorised Officers over a three day timeframe.

The course provided Transport Officers and Authorised Officers with the required knowledge and understanding of Contactless Transport Payments to continue to deliver excellent customer service in the context of fare compliance.

At the completion of the course participants:

• Understood the Contactless Transport Payments system
• Reflected on and employed understandings of key features and key customer messages to enable excellent customer service in the context of fare compliance
• Acknowledged and supported sound customer conversations to enable Contactless Transport Payments as a functional aspect of customer public transport trips and journeys

The feedback from the course was extremely positive and really helped set our Transport Officers up for success on the job.

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The new Operations & Safety Team within Learning & Develoment are leading the way with strategic and innovative programs in the Customer Service area. Collaborating with key stakeholders in the Sydney Trains Customer Service Directorate, a new approach to initial employment training for Customer Service Attendants has been developed. The strategic goal of the newly designed program is to ensure job readiness through a clearly defined learner pathway and a better understanding of the career journey for new recruits.

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