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Indicators Monitoring and Evaluation

Disability Inclusion Action Plan 2018 - 2022

Indicators, monitoring and evaluation


Transport for NSW will monitor the implementation of each of the actions in this Plan in consultation with the relevant area in the Transport cluster.

Reports on overall implementation will be provided to the ATAC, which will have an ongoing role in identifying barriers for people with disability and where implementation might be improved.

Progress on implementation will also be reviewed annually and publically reported in the Transport for NSW Annual Report.

Finally, each of the operating agencies will have an implementation plan, setting out how it will achieve the relevant actions in Transport for NSW’s Disability Inclusion Action Plan. Progress will be reported to the Transport Cluster Strategy Committee.



A ‘customer focus’ approach to accessibility requires customer experience to be the ultimate measure of success rather than mere legal compliance. At the design phase, user testing by people with disability provides insight into the usability and convenience of accessibility features, ensuring that facilities meet the needs of people with disability.

However, ‘whole of journey’ accessibility requires more detailed analysis of customer journeys, gained through direct feedback from people with disability. This will involve an analysis of consumer feedback provided through the 131 500 Transport Info line and online customer feedback forms. Systemic and policy issues can be raised through the ATAC.

In addition, Transport for  NSW  conducts two surveys each year to measure customer satisfaction levels across the NSW public transport system. The Customer Satisfaction Index includes survey responses from customers across five transport  modes: train, bus, ferry, light rail and taxi and provides a range of information about customer satisfaction, including in relation to accessibility, information, ticketing, customer service, safety and security, comfort and convenience.

Transport for NSW and its operating agencies will monitor recruitment, attrition and retention rates of employees with disability. Employee engagement is measured through the employee survey as well as analysis of qualitative feedback provided through exit interviews.

The following table aligns the Outcome Areas with overarching objectives and indicators that Transport for NSW will use to measure success.


Outcome Area Objective Indicator
Liveable Communities To provide barrier-free end to end journeys for all customers

Improvement of public transport accessibility against Transport Standards milestones.

Intelligent compliance with Transport Standards for all new infrastructure, premises and conveyances as measured by customer feedback during user testing.

Reduction in the number of complaints in relation to access from customers with a disability.

Consistent improvement in accessibility, safety and security, convenience and comfort indicators, for all modes, in Transport for NSW’s Customer Satisfaction Index.

Accessible Systems and Processes To build accessibility into our business systems and processes

Increased compliance with Transport Standards for all contracted services.

Reduction in the number of complaints relating to accessibility of application processes for tickets, passes and concessions.

Consistent improvement in ticketing related indicators in Transport for NSW’s Customer Satisfaction Index.

DDA certification to be provided for 100 per cent of new and upgraded facilities on construction completion.

Accessible Customer Information, Technology and Research To provide accessible planning and cutting edge assistive technology

Reporting of progress on accessibility is publically available.

Consistent improvement in customer information related indicators, for all modes, in Transport for NSW’s Customer Satisfaction Index.

Continued development and evolution of transport information apps and increased usage.

Improvement in customer feedback regarding transport information at train stations, bus stops, light rail stops and ferry wharves.

Inclusive customer service and feedback To ensure people with disability will influence the future of transport in NSW

Consistent improvement in customer service indicators, for all modes, in Transport for NSW’s Customer Satisfaction Index.

Improvements in customer feedback regarding frontline customer service.

Consultation with the disability sector for all major infrastructure projects.

Effective ongoing consultation through the ATAC. A minimum of four meetings per year are held.

Rural and regional consultative mechanism established.

Inclusive  Employment To become an employer of choice for people with disability

Increase in the proportion of employees who identify as having a disability.

Increase in engagement and satisfaction of employees with disability as measured through the staff survey.

Cadets and scholars with disability find full time employment at the end of their program.

Attrition rate for staff with disability is consistent with the overall attrition rate.

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