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Our customers and communities

Future Transport Strategy

What do our customers and communities value

The reliability, accessibility and safety of the transport system will always be a key contributor to customer satisfaction. Customer and community expectations are continuously changing across the State, with greater demand for technology-enabled personalisation, flexibility, and ease of use.

Customers and the community also place a high value on safety. In fact, safety is a non-negotiable aspect of transport within NSW. People expect to safely complete their transport movements, and for their friends and family to do the same – as road and transport trauma are unacceptable to the community.

Mobile phone technology is prompting a culture of immediacy, evident in the growth of tech-enabled point to point services, flexible on-demand services, shared mobility services and e-commerce sales for home delivery. In the future, our customers will expect to shape service provision in real time, based on their customised needs.

The way people use the network is also changing. In the future, our customers will be less likely to have a driver’s licence or own a car. Their travel patterns will also be different from today because they are more likely to be flexible about where and what hours they work, and to consider walking and cycling or micromobility devices, and shared and innovative mobility services as part of an increasingly diverse array of options for their journeys. Consumer habits are evolving with the rise of e-commerce, increasing ‘last-mile’ deliveries with expectations of tracked and tighter delivery windows.

A successful transport system that is safe, integrated and facilitates greater walking, cycling and public transport use can deliver positive outcomes, including physical and mental health, and social, economic and environmental sustainability. Our customers, regardless of the transport mode they choose or their location, should be free to enjoy safe and secure door-to-door journeys across the transport network. Transport is partnering with agencies across NSW to deliver initiatives, such as the 24-hour Economy Strategy, which provide greater accessibility, amenity, safety and connectivity around the clock.

At Transport for NSW, we are increasingly using human-centred design and ‘co-design’ approaches, aimed at identifying factors that impact the travel experience of customers. This is helping us to achieve the safe, productive and sustainable movement of people and goods by assessing, testing and validating solutions with customers and communities. This collaborative approach has a high rate of success in providing solutions that address not only the root cause of customer pain points, but also their needs.

Our customers rely on the transport system to access vital services, such as health and education. Collaborating with other government agencies is helping us better understand the needs of customers and provide transport solutions that enable connectivity and whole-of-life outcomes. An example of this cross-government collaboration includes the Western Sydney Place Infrastructure Compact (PIC). The PIC is based on the expert input of more than 30 NSW Government agencies, utility providers and local Councils, working together under the Western Sydney City Deal and the leadership of GSC. 

New and emerging technologies, such as virtual and augmented reality, will also offer better and more immersive ways to engage our customers and local communities on our plans, projects, and services.

Customers and communities’ value a transport network that is integrated, accessible and efficient; however, the specific needs and challenges across the state vary.

In regional and outer metropolitan areas, the hub-and-spoke network provides connections radiating to the catchment areas of regional cities and centres, connecting customers and communities to places of employment, leisure and learning, delivering flexibility, efficiency, access, equity, timeliness, and safety.

In Greater Sydney, the ’30-minute city’ will mean residents can access jobs and services in their nearest metropolitan or strategic centre within 30 minutes by public transport, walking or cycling. This will give people better access to jobs, education and essential services.

Growing customer satisfaction and responding to changing customer needs and attitudes

Each year, our customers take more than 424 million trips on Sydney, intercity and regional trains, over 391 million trips on metropolitan, outer metropolitan, rural and regional buses; and nearly 13.5 million journeys every day on Sydney’s road network.

Over 500 million ‘walking only’ trips are taken each year and with nearly every public transport journey starting or ending with a walk to or from the station or stop, walking and cycling trips total around 2.2 billion journeys a year. In 2016, over 480 million tonnes of freight was moved in NSW and by 2036, this is forecast to increase by 28 per cent to 618 million tonnes. 

To gain an insight into what our customers value, we have developed a Customer Satisfaction Index, which reflects the voices of over 17,000 customers. By listening to their feedback, we have achieved increases in customer satisfaction of eleven and twelve per cent for buses and trains respectively, since 2012. A similar survey is also undertaken to understand road safety experiences, attitudes and understanding.

Responsive service innovation has played a key role in increasing customer satisfaction. The introduction of the Opal card and contactless payments allowing tap and go debit card payments across the entire Opal network significantly improved satisfaction levels by enabling greater convenience and ease of connection between modes.

In regional areas, on-demand services, real-time public transport information, integrated ticketing and an improved, more user-friendly web-based regional ticketing platform, has helped increase customer access to, and experience of, public transport.

Web and mobile-based customer interactions and electronic transactions are also assisting Transport to improve service levels and match services to demand by generating data about travel patterns. This enables us to better understand and meet customer needs.

It is important to recognise that customer expectations are not static and often changing circumstances, such as COVID-19, can significantly impact how customers interact with the transport network and the service they expect to receive. In circumstances like this we need to be flexible and responsive to customer needs. Transport acted quickly to respond to changing customer needs as a result of COVID-19 and to maintain confidence in our services, with initiatives such as the roll out of pop-up cycle lanes, automated pedestrian crossings, increased cleaning of public transport and measures to allow social distancing.

We will continue to personalise interactions, moving to more proactive, integrated service systems, smart digital mobility platforms, and frictionless access and payments, as outlined in the Future Transport Technology Roadmap.

Six principles for Future Transport

The Future Transport 2056 Strategy is focused on six key principles for the future of mobility in the state, which together aim to positively impact the economy, communities and environment of NSW.

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