Project Profile - Station Link

Station Link is a $49 million investment in more than 120 new, fully accessible, air-conditioned buses providing thousands of extra services during the essential upgrade of the Epping to Chatswood rail line before Sydney Metro opens next year.

Graduate Rob Blanch plays an essential role in the delivery of Station Link as a pink shirt coordinator in the Transport Coordination Division. Pink represents Transport’s colour of disruption. That’s why as a pink shirt coordinator, Rob is the key contact for communications from the Joint Operations Centre to pink shirts and vice versa to ensure they have as much information as possible to help customers travel during the temporary disruption.

In the months leading up to the launch of Station Link, Rob participated in the tender process for the pink shirts contractor and facilitated training sessions for nearly 140 pink shirts staff.

Not only that, Rob’s been very busy promoting pink shirts on all different channels. He worked with the Transport Coordination Media Team on a Channel 10 exclusive about how over 50% of pink shirts are multilingual and speak 35 languages between them – a great benefit for the diverse communities impacted by the changes!

Rob mentioned there are many highlights of the project but one of them is his achievement of creating an online reporting process to collect feedback from pink shirts to inform daily reports used at an Executive and Ministerial level.

“It’s a terrific way of analysing data from the field and identifying frequently asked questions to improve gaps in messaging,” he said.

Although there are days when it’s pouring rain and customers have some tough questions, Rob is always focused on delivering exceptional customer service by helping customers get home quicker. His hardworking nature makes him a highly valued team member and is one of the reasons why Station Link has been so successful and was nominated as one of the Customer Focus finalists in the TfNSW Recognition Awards!

Keep up the great work Rob!

Station Link is a $49 million investment in more than 120 new, fully accessible, air-conditioned buses providing thousands of extra services during the essential upgrade of the Epping to Chatswood rail line before Sydney Metro opens next year.

Graduate Rob Blanch plays an essential role in the delivery of Station Link as a pink shirt coordinator in the Transport Coordination Division. Pink represents Transport’s colour of disruption. That’s why as a pink shirt coordinator, Rob is the key contact for communications from the Joint Operations Centre to pink shirts and vice versa to ensure they have as much information as possible to help customers travel during the temporary disruption.

In the months leading up to the launch of Station Link, Rob participated in the tender process for the pink shirts contractor and facilitated training sessions for nearly 140 pink shirts staff.

Not only that, Rob’s been very busy promoting pink shirts on all different channels. He worked with the Transport Coordination Media Team on a Channel 10 exclusive about how over 50% of pink shirts are multilingual and speak 35 languages between them – a great benefit for the diverse communities impacted by the changes!

Rob mentioned there are many highlights of the project but one of them is his achievement of creating an online reporting process to collect feedback from pink shirts to inform daily reports used at an Executive and Ministerial level.

“It’s a terrific way of analysing data from the field and identifying frequently asked questions to improve gaps in messaging,” he said.

Although there are days when it’s pouring rain and customers have some tough questions, Rob is always focused on delivering exceptional customer service by helping customers get home quicker. His hardworking nature makes him a highly valued team member and is one of the reasons why Station Link has been so successful and was nominated as one of the Customer Focus finalists in the TfNSW Recognition Awards!

Keep up the great work Rob!

Page published: 31 October 2018, 14:42