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Customer outcomes for Greater Sydney

Greater Sydney Services and Infrastructure Plan

Customer Outcome 1: New technology is harnessed to provide an integrated, end-to-end journey experience for customers

Customers tell us that they value transport that is simple to use and easy to understand. Individual elements of the end-to-end journey should be as integrated as possible, including information, payment and transfers between different modes.

Advances in technology present new opportunities for us to improve the customer experience, providing a more integrated journey experience and reducing ‘friction’ when transferring between modes.
One of the most important developments is the emergence of Mobility as a Service (MaaS). MaaS is a business model that harnesses technology to enable customers to use a single account and booking interface to plan and purchase their end-to-end journeys across different transport modes – whether public or private transport. For example, customers can use their phone to plan a journey from their home to destination and make a single purchase covering all modes of travel. The MaaS provider may sell seamless multimodal journeys, offer convenient payment methods such as subscription services, and communicate directly with customers.

The NSW Government is already trialling an early form of this technology on the Northern Beaches where carparks at some B-Line bus stops are activated by Opal cards. These types of initiatives will improve the customer experience and deliver far greater levels of responsiveness, safety, and congestion management.

MaaS is one important way that we will harness new technology for the benefit of our customers. We will also use technology to improve our understanding of travel behaviours and patterns. This data will allow us to better understand what customers want and to improve our responsiveness to changes in customer preferences.

Through the Future Transport roadmap strategies, the NSW Government has mapped a way forward for the delivery of integrated, reliable services, this includes:

  • Personalising customer interactions
  • Fostering shared, demand-responsive services
  • Creating an intelligent transport network, managed with data.


Customer Outcome 2: Future forms of mobility are available to customers and integrated with others modes of transport

Advances in technology appear set to transform the way we travel over the next 40 years. The Future Transport Technology Roadmap and Future Transport Strategy identify new forms of mobility that are already emerging, including Connected and Automated Vehicles (CAVs), personal mobility devices and alternatively fuelled vehicles.

Ensuring customers in Greater Sydney can benefit from these new forms of mobility and that our city is liveable, productive and sustainable means effectively integrating these into the wider transport system. Simply, this means understanding how and where these new forms of mobility will be most effective and ensuring the transport system supports this.

The NSW Government is already partnering with industry to pilot new forms of mobility in Greater Sydney (see In focus box) to ensure our customers experience the benefits, that our transport system is as efficient as possible and that these new forms of mobility can work safely and effectively in Greater Sydney.

The Government will continue working with industry, local councils and other stakeholders to ensure regulatory settings, transport services and infrastructure are in place to:

  • Enable new forms of mobility to be used safely. For example, changes to road regulation and infrastructure may be required to support the introduction of CAVs
  • Prioritise different forms of mobility in different places based on the function they perform. For example, in our busiest centres, public transport and walking will be prioritised to ensure our places remain vibrant and that congestion is managed
  • Enable new service providers to access public infrastructure, where appropriate. For example, shared CAV providers may require access to public drop-off areas.


In focus: CAV’s legislation and Sydney Olympic Park automated shuttle bus trial

The NSW Government has passed legislation to enable the Minister for Roads, Maritime and Freight to approve trials of automated vehicles, so as to properly assess their ability to meet our policy outcomes of improving safety, boosting service frequencies and reducing congestion. The legislation allows Government to partner with industry, researchers and universities to make NSW a premium testing ground for automated vehicles.

The NSW Government is already partnering with HMI Technologies, NRMA, IAG and Sydney Olympic Park Authority to trial an automated shuttle bus in Sydney Olympic Park.

The pilot, which commenced in August 2017, is the first precinct-based trial of an automated shuttle in Australia and is the first trial of vehicle automation to take place in NSW. With a focus on testing automated vehicle technology, the trial presents a unique opportunity to develop a research platform that improves customer mobility. 

The trial aims to understand what supporting technology and infrastructure is needed to operate an automated shuttle in this environment, how it interacts with other precinct users (pedestrians, cyclists, etc.) and how it integrates with the broader transport network. We will also better understand passengers’ responses to this type of vehicle and the services it can enable, like on-demand transport in off-peak times.


In focus: On-demand public transport trial

The NSW Government is already trialling new, creative and better ways for customers to use public transport to travel to their desired destination safely, efficiently and reliably when it suits them. On-demand public transport allows customers to book transport from or near their home to a local transport hub or landmark online, by phone or via an app.

By the end of April 2018, there will be eight on-demand public transport trials underway in Greater Sydney (Bankstown, Sutherland, Manly and Eastern Suburbs, Northern Beaches, Wetherill Park / Greystanes, Macquarie Park, Edmonston Park and Epping North). We will use data from the trials to plan future public transport improvements across all areas of Greater Sydney.


Customer Outcome 3: Walking or cycling is the most convenient option for short trips around centres and local areas, supported by a safe road environment and suitable pathways

Every weekday, customers in Greater Sydney make around 8 million journeys that are shorter than two kilometres and 15 million trips less than 10 kilometres. Our aim is to make walking or cycling the most desirable transport choice for these short trips – those that are less than two kilometres – and grow the share of cycling for trips up to 10 kilometres.

Walking and cycling provides an efficient and reliable way to access centres, supports healthy lifestyles and is good for the environment.

To make walking and cycling the most convenient option for short trips, we will work with stakeholders to:

  • Provide attractive spaces for people to walk or cycle and to sit and take a break
  • Enable efficient and reliable journey times by prioritising infrastructure that supports pedestrian or cycling movement on certain corridors, consistent with the Movement and Place Framework, providing strategic links such as Wynyard Walk and working with local government to ensure the design and function of local areas supports walking and cycling
  • Keep pedestrians and cyclists safe by implementing critical safety measures and ensuring speed limits are aligned to the road environment (e.g. lower in centres where there is high pedestrian activity) consistent with the Movement and Place Framework
  • Through the Council Partnership Program, the NSW Government will invest in the Principal Bicycle Network and improve cycling access within ten kilometres of metropolitan centres or clusters and five kilometres of strategic centres.


In focus: Making our places easier for walking and cycling
In focus: Implementing the Movement and Place Framework

Our road network performs a dual function – it moves people and goods and is home to places where people meet, shop and eat. Across our road network, different roads vary in the function they perform. For example, our motorways perform an exclusive movement function, whereas pedestrianised streets, such as Martin Place, are typically places for people.

The emphasis on movement or place may change by time of day, with some roads attracting more people in the evenings or outside peak periods.

Movement and Place is our framework for planning, designing and operating the road network to account for these different uses. It will enable us to manage the road network in a way that supports both functions, ensuring that the road network continues to support safe, efficient and reliable journeys while supporting the liveability of places along it. This will contribute to achieving the vision of Greater Sydney as liveable, productive and sustainable.

The Framework will guide the specific corridor and place plans, which will be developed following the release of the Future Transport plans. As part of this, a Movement and Place Practitioners Toolkit will be developed to provide specific guidance to stakeholders involved in planning, designing and operating the road network.

In focus: Movement and Place and a more attractive Harbour CBD

The Eastern Distributor in Sydney's east offers a case study on how changes to the road network can enable us to improve the liveability and amenity of places in our city. Opened in 1999, the motorway between the Harbour CBD and the south-east reduced traffic on streets around the east of the Harbour CBD, particularly on Crown and Bourke Street in Surry Hills, which had previously been major traffic thoroughfares.

This enabled a number of amenity improvements to be made to streets in Surry Hills to support the local streets as places in the community, including:

  • Traffic calming measures and landscaping

  • Cycleways for local residents

  • Lower traffic speeds, for safer and better street environments

  • Creation of pedestrian spaces at Taylor Square

  • Conversion of former one-way through streets to two-way, local streets with parking

This has been fundamental to the revitalisation of Surry Hills, where local restaurants, pubs and shops have thrived. The area is now a key attraction for residents and visitors alike, contributing to the liveability, productivity and sustainability of our city.

Crown Street in the 1970s & Crown Street today

Walkable places are designed, built and managed to encourage people of all ages and abilities to walk or cycle for leisure, transport or exercise. Walkable neighbourhoods improve people’s access to activity centres, provide opportunity for recreation and encourage active and healthy lifestyles.

Leading a healthy and active life means substituting walking and cycling for short car journeys.

The GSC has established principles for making our places easier for walking and cycling, including:

  • Accessibility – footpaths need to be suitable for use by people of all ages and abilities

  • Connectivity – direct routes to local destinations and services are required along streets that allocate sufficient road space to safe walking and cycling. A permeable and well-connected urban form is also essential

  • Amenity – safe, direct and comfortable pedestrian pathways for all people are essential. This includes commonly designed footpaths, pedestrian crossings and wayfinding, appropriate lighting, shading, pram ramps, rest points and surveillance.


Customer Outcome 4: Vibrant centres supported by streets that balance the need for convenient access while enhancing the attractiveness of our places

Our centres are critical economic and community assets. They are places where the majority of jobs and services are located and also where key attractions are, including shops, restaurants and parks. Balancing the needs of our customers and goods to move easily around centres while ensuring they are attractive places for people is therefore an important outcome. This is particularly relevant to how our roads are planned, designed and operated. Within centres, customers rely on roads for travelling by car or public transport, parking, walking, cycling and relaxing – whether that be shopping, dining or sitting.

The NSW Government will balance these needs by working with stakeholders, including local councils, to apply the Movement and Place Framework within centres. Movement and Place is our framework for planning, designing and operating the road network (see below). This means that in some streets, pedestrian activity will be prioritised while other streets will be important corridors for public transport and vehicles. Parking will also be provided in a way that is consistent with the level of access by alternative modes of transport. As centres become busier and are more accessible by public transport, parking space may be used for other purposes, such as for wider footpaths, public transport or loading zones to create better street environments.

Customer Outcome 5: 30 minute access for customers to their nearest metropolitan centre and strategic centre by public transport, seven days a week

The 30 minute city is an important concept for guiding the improvement and maintenance of access to centres across Greater Sydney. It is about providing customers with convenient access to jobs and services in their nearest centres.

The GSC’s Greater Sydney Region Plan establishes the vision for Greater Sydney as a 30 minute city. As the region transitions to a metropolis of three cities, convenient and reliable access for customers by public transport to their nearest centre will be essential for the productivity, sustainability and liveability of the city. An integrated approach to land use, transport and infrastructure is essential to this outcome.

As part of this integrated approach, we will investigate and deliver services and infrastructure that enable 30 minute access by public transport, 7 days a week to:

  • The nearest metropolitan centre for customers in each city – the Harbour CBD, Greater Parramatta or in the Western City cluster, WSA-Badgerys Creek Aerotropolis, Greater Penrith, Liverpool and Campbelltown-Macarthur. This will enable customers to access the large share of jobs and services located in these centres, supporting productivity by connecting people and jobs.
  • The nearest strategic centre for customers in each of the five districts. This is important for the liveability of Greater Sydney, enabling people to conveniently access local jobs, goods and services in these centres without having to travel to one of the metropolitan centres.


In focus: Improving 30 minute access in Greater Sydney

Currently, 39% of residents in Greater Sydney can access their nearest metropolitan centre within 30 minutes by public transport. This includes the Harbour CBD, Greater Parramatta, the future WSA-Badgerys Creek Aerotropolis, Greater Penrith, Liverpool and Campbelltown-Macarthur. Access is most influenced by how close people live to these centres but also proximity to a train line or high frequency bus routes that provides efficient and reliable access to these centres.

To deliver on the outcome of customers being able to access their nearest centre within 30 minutes, we will expand the city-shaping and city-serving public transport network across each of the three cities. We will improve access to this network from surrounding areas and increase service frequencies and provide more on-demand services. Improvements to the city-shaping network would result in 70% of residents in Greater Sydney being able to access their nearest metropolitan centre within 30 minutes by public transport in 2056– a significant increase on access levels today (see Figure 26). The types of initiatives that will have the greatest impact on increasing this 30 minute catchment include new mass transit/ train links to connect metropolitan centres, and expanding the existing network.

In addition, all customers will be able to access their nearest strategic centre within 30 minutes by public transport.

Using an evidence base, there will be annual monitoring on how we are performing in delivering on this important outcome.

Public transport is the focus of the 30 minute city as it is the only way large numbers of people can access major centres efficiently and reliably, particularly as the number of trips on the network increases. To achieve the delivery of a 30 minute city, public transport will need to take a greater role in moving people around Sydney. We will achieve this through investment in mass transit, improving service frequencies, prioritising public transport around centres (see Figure 27) and improving walking and road base connections to public transport and centres.

Customer Outcome 6: Fast and convenient interchanging, with walking times of no longer than five minutes between services

Interchanges are places where customers access the public transport network and where transport services come together. Interchanges provide opportunities for customers to reach more destinations by transferring between different services and also form focal points around which many of our centres grow. In doing so, they support access to jobs and services for customers.

To enable customers to transfer easily and safely between different services, we need to improve the convenience of interchanging. This means that from the time customers alight a service, it should take no longer than five minutes to reach the point where their next service departs from.

A range of measures will be investigated to deliver this customer outcome, including:

  • Providing open spaces to provide more direct paths between services
  • Options for barrier-less ticketing to reduce congestion, particularly in peak periods
  • Enabling digital technology to disseminate personalised information to customers at interchanges
  • Improving walking and cycling access around interchanges.


In focus: Reimagining Central Station

Central Station is a key transport hub in the NSW transport network. Over the next decade, it will have an even greater role with CBD and South East Light Rail and Sydney Metro connecting with existing suburban and intercity trains, buses and the Inner West Light Rail.

The NSW Government is developing a vision and plan for the Central Station precinct, focusing on improving the interchange experience for our customers and better integrating Central with surrounding recreational, business, residential and educational areas.

In 2018, construction will start on Central Walk, a 19-metre wide tunnel from Chalmers Street, linking the new metro platforms under Central. This is the start of Central’s renewal, bringing new entrances and simpler interchanges that will make life easier for customers.

Completion of the Central Walk and Central Station metro upgrade is expected in 2022, with Central Walk open to customers. An important step is ensuring our customers have convenient access to the new Sydney Metro platforms.

Further development ideas are being considered as part of the strategic framework for the wider Central Precinct. This framework will investigate opportunities and constraints  following consultation with our customers and the community in 2017. In addition to providing a high quality interchange experience, our focus will be on creating quality urban design, providing new retail and other commercial services, respecting heritage and making Central a great place at the heart of the southern Harbour CBD.


Customer Outcome 7: Efficient, reliable and easy-to-understand journeys for customers, enabled by a simple hierarchy of services

We will provide efficient, reliable and easy-to-understand journeys for customers across all modes of transport, enabled by a simple hierarchy of transport services and roads.

Consistent with the transport vision outlined in chapter 3, our public transport system will comprise four types of services, providing customers with efficient, reliable and easy-to-understand journeys:

  • City-shaping services – mass transit public transport services providing higher frequency, speed and volume linkages between our cities and centres that shape locational decisions of residents and businesses
  • City-serving services – high to medium capacity, high frequency services, with more frequent stopping patterns
  • Centre-serving services - medium to low capacity, high frequency or on-demand services that provide customers with access to their nearest centres and transport node
  • Outer metro and regional services – connecting Greater Sydney with outer metropolitan areas and regional NSW
In focus: Sydney Metro

Sydney Metro is a new rail product that will transform Sydney by cutting travel times and reducing congestion. It will have an ultimate capacity of a new metro train every two minutes in each direction, and a target capacity of about 40,000 customers per hour in each direction.

Sydney Metro will make customer journeys easy with level access between platforms and trains, multi-purpose areas in the carriages for prams, luggage and bicycles, as well as real time travel information. All Sydney Metro stations will include platform screen doors. These safety barriers allow trains to get in and out of stations much faster.

Sydney Metro will deliver economic benefits by enhancing connectivity between businesses and people. It will provide a major boost to the city’s productivity by allowing business to access a wider range of workers and allowing people to get to jobs faster and more reliably.

Sydney Metro is made up of the following components:

  • Sydney Metro Northwest - 36-kilometres in length with services due to start in 2019, with a metro train every four minutes in the peak.
  • Sydney Metro City & Southwest - 30-kilometres to extend the metro from the end of Sydney Metro Northwest at Chatswood, under Sydney Harbour, through new CBD stations and south west to Bankstown. Tunnelling begins in 2018, with services to start in 2024.

Sydney Metro West – due to deliver a direct connection between the CBDs of Parramatta and Sydney, linking communities along the way that have not been previously serviced by rail, and unlocking housing supply and employment growth between the two major CBDs. Planning is underway to deliver Sydney Metro West in the late 2020s subject to a Final Business Case.

For all types of transport – public and private – roads will continue to perform an important function in transporting people and goods within Greater Sydney. Efficient, reliable and easy-to-understand journeys will be enabled through a clear road hierarchy that better separates different types of trips.

The road hierarchy will be based on our Movement and Place Framework, which acknowledges that our road network performs a dual function – it moves people and goods and features destinations (or places) in their own right. The framework guides the prioritisation of the right roads for use by public transport or shared vehicles. Planning, designing and operating our road network in a way that acknowledges the different functions will help to provide better journeys for all road users – whether it be private vehicle users, public transport customers or pedestrians and cyclists – and ensure the network is legible, intuitive and easy-to-understand.

Along with the development of the Movement and Place Framework, to support the transport network being used more efficiently, road space may be allocated to the most appropriate use depending on function and road user. There may be some roads at some times of day where certain high productivity vehicles such as buses or freight vehicles are prioritised over other vehicles.


In focus: Road space allocation

As Sydney grows, we will need to make better use of existing road space to move more people safely, reliably and efficiently. This will mean that on key or principal corridors, particularly around our centres, more efficient vehicles such as buses will be prioritised so they can perform more efficiently, while in other less congested areas, there will be less focus on re-allocating road space and more focus on providing for future growth.

In consultation with stakeholders, we will develop and implement a Road Space Allocation Policy to establish clear principles for allocating road space. The policy will guide how we better use existing capacity while ensuring the road network is meeting the needs of all our customers using our roads and streets.


In focus: Bus services

Buses are a key enabler of an integrated multimodal public transport system and currently make up approximately 44 per cent of all public transport trips in Sydney.

Buses are a versatile mode that can meet a range of customer needs when provided with the right infrastructure and services. At the local scale, buses provide public transport services to communities using general traffic lanes and standard size or even smaller buses. Buses can however also serve an efficient mass transit function, where demand is greater and reliability is important. To perform this function, larger buses and dedicated fleet and infrastructure; such as double-decker buses, bus-only lanes and bus-only bridges are used to allow for high capacity, frequent, and reliable bus journeys.

Achieving the 30-minute city vision of Future Transport requires a variety of public transport modes and services working in unison to provide a high level of service to meet the diverse needs of our customers.


Customer Outcome 8: Efficient and reliable freight journeys supported by 24/7 rail access between key freight precincts with convenient access to centres

With around 15Mt of container goods alone moved per annum in Greater Sydney, freight makes up a significant share of journeys on the transport network. The productivity of the metropolitan area and many regional NSW communities depends on these goods being moved safely, efficiently and reliably within Greater Sydney. With the largest container port in Australia, major consolidation and distribution facilities and the most concentrated consumer market in NSW, the efficiency of freight movements in Sydney has a significant impact on the wider freight industry and economy.

Consistent with the draft NSW Freight and Ports Plan, we will enable the efficient and reliable movement of freight journeys by providing freight customers with 24/7 rail access on our busiest freight corridors in Greater Sydney – between ports and intermodal terminals. This will support more efficient and reliable movement of container freight by better separating major freight movements and passenger trains and providing an alternative to increasingly busy roads. It will support NSW Ports’ target of 3 million TEUs of container movements to and from Port Botany being by rail by 2045.

We will also improve last mile freight access to all centres through a range of measures that support the place function of centres while enabling goods to be safely, reliably and efficiently delivered to customers. Initiatives for investigation outlined in the draft NSW Freight and Ports Plan include working with local councils to resolve last mile freight constraints on selected roads and exploring alternative last mile solutions.


In focus: Improved separation of freight and passenger trains

Better separation of freight and passenger trains is a key area of investigation within our plans for the future freight network. One of the limitations on more freight being carried by train both within Greater Sydney and on the corridors connecting it to other regions is that freight trains mainly rely on tracks that are shared with passenger trains.

As passenger trains are prioritised, this means moving freight by rail is often less reliable and efficient than other forms of transport. The NSW Government will address this by investing in more dedicated freight rail lines and providing dedicated links between Port Botany and intermodal terminals in Greater Sydney and regional NSW. This includes upgrading the Port Botany rail line to increase capacity and investigating delivery of the Western Sydney Freight Line to provide 24/7 dedicated freight rail access between the port and intermodal terminals.

To improve the reliability of connections between Greater Sydney and regional NSW, we will also investigate capacity improvements to the Northern Sydney Freight Corridor and Southern Sydney Freight Line, and protection of a Lower Hunter Freight Corridor. Further information can be found in the NSW Freight and Ports Plan.


In focus: Improving last mile transport in the Harbour CBD

The ‘last mile’ refers to the final stage of delivering freight to a customer. In an urban environment, the last mile typically is where delivery vehicles use local streets to access our centres. This can be a key constraint on the efficient movement of goods as these urban environments are often more congested corridors where trucks are required to share road and kerb space with other road users including pedestrians. Traditional delivery methods that are ideal for moving goods efficiently through the network are often less suitable for last mile deliveries in busy urban centres.

Since January 2016, a trial has been underway to improve the Harbour CBD’s last mile freight network by providing courier companies with a hub to transfer goods from vans to bicycles and other modes. Transport for NSW has been using space within the Goulburn Street car park provided by the City of Sydney, as a distribution and collection point on the fringe of the CBD for couriers and businesses. Eight courier companies have been testing the hub by transferring parcels from vans to couriers on foot and bicycles that then make deliveries to customers throughout the CBD. On average, the couriers are using the hub 60 times a day and therefore reducing transport congestion impacts in the CBD. When operating at full capacity it is estimated that the hub could help ease congestion by saving 26,000 kilometres travelled by van in the CBD and reducing loading zone usage by around 4,600 hours each year.


Customer Outcome 9: A safe transport system for every customer with the aim of zero deaths or serious injuries on the network by 2056

The safety of our customers is our highest priority, which means doing everything we can to ensure that every customer reaches their destination safely.

By 2056, our target is that NSW will have a network with zero trauma, saving some 350 lives and more than 12,000 serious injuries each year and cutting the cost of trauma to the community by over $7 billion a year.

We will work towards achieving this service outcome through a Safe System approach, where we plan services and design infrastructure to integrate with human behaviour to prevent trauma. It involves all elements of the system (infrastructure, vehicles, speeds and user behaviour) working together to ensure safety and in a way that accounts for human error.

To ensure safe mobility for all customer and freight travel, safety outcomes will be built into our future new and upgraded infrastructure and services. Principles to guide this include:

  • Ensure the majority of road travel occurs on 4-5 star roads, including by designing all new roads with proven road safety treatments specified in standards
  • Incorporate safety measures at the design and construction stages of all new and repurposed transport assets and infrastructure
  • Prioritise separation of different transport users to improve safety, freight efficiency and promotion of active travel, including median barrier separation on all key road corridors with high traffic volumes
  • Ensure safety features are better matched to road function and account for the different road users in each environment, including the ‘movement and place’ approach to match road function with user groups and create and renew great places and communities
  • Encourage uptake of 5-star vehicles and faster adoption of critical driver assist and other safety technologies, such as auto emergency braking and lane assistance, including by leading the way through the Government’s fleet purchasing policy
  • Encourage modal shift away from private vehicle usage and toward public transport modes
  • Encourage the uptake of new vehicle technologies, such as connected and automated vehicles with highly automated and fully automated systems, that provide safer end to end journeys 
  • Ensure road infrastructure supports fully automated vehicles on high volume and dedicated freight and mass transit corridors


In focus: Road Safety Plan 2021

Transport connects people and communities, and provides access to jobs, social activities, family, and essential services. That is why we are committed to making transport accessible for everyone including customers with a disability, those that use a wheelchair or mobility device, customers who are elderly, who are travelling with a pram or luggage, and those with socioeconomic disadvantage.

Putting the customer at the centre of everything we do underpins our approach to accessibility. We will continue to engage with customers with a disability, elderly customers and those that travel with a pram or luggage to understand their needs and ensure we plan our services and infrastructure to be accessible to them. This includes:

  • Planning services to ensure customers have equitable and safe access to transport, including where on-demand services may be implemented
  • Improving access to on-demand services, with on-demand trials already operational in Sutherland and Brookvale, providing access to shopping centres, medical centres and transport hubs
  • Continuing to invest in transport vehicles/fleet as well as stations, stops and wharves across Greater Sydney to ensure all customers can access these (see In focus box)


 In focus: Transport Access Program

Customer outcomes for Greater Sydney

The customer is at the centre of everything we do. That is why our plans for the future of transport in Greater Sydney are underpinned by the outcomes our customers can expect. The customer outcomes have been developed to align with the state-wide outcomes outlined in the Future Transport 2056 Strategy to ensure that we address what is most important to our customers.

The outcomes are summarised below.

Customer Outcome 1: New technology is harnessed to provide an integrated, end-to-end journey experience for customers

The Road Safety Plan 2021 is aimed at reducing death and serious injury on NSW roads, including our metropolitan areas.

The Road Safety Plan 2021 aligns the Towards Zero vision with Future Transport 2056, which aims to have a NSW transport network with zero trauma by 2056. To realise this vision we have developed a detailed Road Safety Plan 2021 as a supporting plan to Future Transport 2056.

The Road Safety Plan 2021 features targeted and proven initiatives that will help us progress towards our transport safety goals, addressing key trends, trauma risks and the types of crashes occurring on NSW roads. Key initiatives with specific relevance to Greater Sydney include:

  • Increase safety for pedestrians through providing pedestrian crossings, refuges and traffic calming devices as well as expand 40km/h zones in high pedestrian and local areas.

  • Partner with local government to expand 40km/h in high pedestrian activity and local areas to reduce crashes and protect pedestrians.

  • Develop a new NSW Police enforcement strategy that will maximise the benefit of enforcement, reduce serious injuries in urban areas, and ensure safe heavy vehicle movements.

  • Expand the heavy vehicle average speed camera program to metropolitan areas to address risks associated with greater truck movements.

  • Maximise safety integration in bicycle network programs to facilitate safer movement, provide separation from other traffic, where appropriate, and manage vehicle speeds.

  • Implement legislative changes to allow camera based technology to enforce mobile phone use offences and further analyse the role of distraction in the road toll.

  • Tackle drink and drug driving behaviour by strengthening penalties and enhancing enforcement, including:

  • Increased penalties for driving under the influence

  • Swift, strong and certain penalties for lower range drink driving and drug presence first offenders

  • Alcohol interlocks for mid-range offenders

  • Doubling mobile drug testing to 200,000 tests by 2020 and adding cocaine testing to the regime.

  • Explore options to accelerate safety upgrades at intersections through the Safer Roads Program.

  • Work with the heavy vehicle industry to develop a heavy vehicle strategy to improve operational safety and increase the uptake of safety technology.

  • Enhance the NSW Government vehicle fleet policy with lifesaving technologies, including autonomous emergency braking and other driver assist technologies.

  • We will continue to deliver:

  • The Safer Roads Program 

  • Road safety education campaigns 

  • NSW Police Enhanced Enforcement Program 

  • Local Government Road Safety Program 

  • Implementation of the Speed Camera Strategy 

  • Promotion of safer cars as a member of the Australasian New Car Assessment Program

  • High quality enhanced fatal and serious injury crash data and analysis as well as implement a robust research program

  • Road safety education in schools as part of the mandatory curriculum based roads safety education program

  • Continued development of the young drivers Graduated Licensing Scheme.

The plan was released on 6 February 2018.

The plan should be read as a detailed supplementary plan and can be accessed here


Customer Outcome 10: Fully accessible transport for all customers

We are already improving access to transport services through the Transport Access Program. This initiative provides a better experience for public transport customers by delivering accessible, modern, secure and integrated transport infrastructure.

The program provides better accessibility to those with disabilities, limited mobility and parents with prams by upgrading lifts and ramps. It is also modernising facilities at major interchanges to provide seamless integration with other services and other modes.


Customer Outcome 11: Transport services and infrastructure are delivered, operated and maintained in a way that is affordable for customers and the community

The financial sustainability of the transport system is essential for customers and the community alike. It enables a high-quality customer experience, ensures fares are affordable and enables us to keep investing in the transport system.

We will ensure the transport system is financially sustainable through informed decision-making and services and infrastructure being delivered, operated and maintained in a way that is affordable over the long-term. This includes sound whole-of-life management of roads, railways, wharves and transport vehicles.

Where appropriate, we will partner with industry to achieve this outcome – whether this be enabling new services and infrastructure to be developed by industry or continuing to engage the private sector to deliver, operate and maintain services and infrastructure. This will be undertaken in a way that ensures the transport system is safe, reliable and available to provide the desired operational performance, be sustainable and be presentable for customers.


In focus: Travel Demand Management

Travel Demand Management (TDM) is a term used to capture a wide range of actions to redistribute travel demand for various reasons including congestion, safety, environment, social and health which generates wider community benefits. TDM encourages customers to rethink their travel options through a program of travel behaviour change initiatives.

The aim of TDM is to reshape customer travel demand to fit existing and planned future transport systems, thus reducing the need for significant additional investment in transport system capacity.

It aims to redistribute customer behaviour to rebalance travel demand on the transport network through:

  • Reducing: consolidation of journeys using technology and planning ahead

  • Remoding: transferring to other modes that are more sustainable including walking, cycling and public transport

  • Retiming: avoiding travelling in the peak periods

  • Rerouting: avoiding driving in the congested metropolitan areas or using the preferred driving routes that take you around the city centres.

The NSW Government already has a number of programs designed to manage demand and congestion on the transport network. They include:

  • Travel Choices Program – a tool to help people avoid delays when navigating the network by choosing the most efficient transport modes, routes and travel times

  • The Intelligent Congestion Management Program – a program that integrates business processes and systems that support data gathering, analysis, decision support and information exchange around congestion management

  • Easing Sydney’s Congestion Program – a program that incorporates several initiatives relating to bus priority, pinch-points, ‘smart’ motorways and clearways.


Customer Outcome 12: A resilient transport system that contributes to the NSW Government's objective of net-zero emissions by 2050

Climate change and resilience are critical challenges facing the Greater Sydney transport system. We will transition towards a system that contributes towards the NSW Government’s objective of net zero emissions by 2050 by improving the attractiveness of more sustainable modes of transport and harnessing new technologies to improve the efficiency of the transport system. This network will also be resilient against climate uncertainties. Various measures will be adopted to support this outcome, including:

  • Planning services and infrastructure for a ’30 minute city’ to help reduce emissions associated with transport
  • Planning services and infrastructure to improve the attractiveness of more sustainable modes of transport, including public transport, walking and cycling
  • Use of more efficient, sustainable energy sources
  • Designing infrastructure that is sustainable and resilient, using resilient design principles and new technologies.


In focus: The Cross Dependency Initiative Sydney Pilot Project

Transport for NSW, Roads & Maritime Services and Sydney Trains are jointly working with the Office of Environment and Heritage on a project that will assist to deliver a resilient transport system.

Known as Cross Dependency Initiative Sydney (XDI Sydney) the pilot project will identify and address the impact of potential future extreme weather events on our collective assets. The project also captures a wider range of infrastructure (water, electricity, telecommunications and the built environment) so that inter-dependencies between different infrastructure types can be identified and provide opportunities for collaborative adaptation. 

XDI Sydney will assist Transport for NSW to deliver a resilient transport system by informing schedule asset management maintenance and upgrades, and asses the climate change risk of state significant infrastructure during the planning process.  XDI will provide public benefit through improved planning outcomes and investment decisions made by NSW infrastructure owners and operators.

Explore our strategies and plans

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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