Home' Future Building: The Australian Infrastructure Review : July 2011 Contents Berejiklian says that has changed. ‘New South
Wales has been crying out for this for a long time,’
she says. ‘That wasn’t good for the motorists and it
certainly wasn’t good for the commuters.
‘This way, whenever there is a new public
transport infrastructure project being built, there’ll
be consideration of traffic issues and all the other
modes. Things will be done in a holistic way, which
has never been done in New South Wales. Similarly,
if there are any future roads being built or any future
expansion of roads, they will have to incorporate a
public transport strategy within that.
‘Gone are the days when you could do one
or the other without considering one or the other.
Certainly we believe this innovation won’t only
bring the whole of transport approach to everything
we do, we are really focused on the daily plight of
customers, which is really what it’s all about.
‘This whole reform process is about improving
The simplicity and strength of the reforms, she
says, is that the new body will separate planning and
policy from the actual operations.
‘You want your agencies to focus on their core
services and core deliverables, which is about
improving customer experience and delivering
services,’ she says. ‘That should be their focus. A
central authority will be responsible for the planning,
the programmes and the policies, and essentially
setting the frameworks for what the operators do.
We believe this restructure is a really critical first
step, because it allows the agencies, whether it’s
the provider of rail services or the provider of bus
services, to just focus for the first time on their core
business. They will get very strong direction on what
services are needed.’
Significantly, the new integrated transport
authority will have a customer experience division
that aims to make sure journeys are as simple,
as safe and as seamless as possible. ‘I was quite
disheartened to find that when I was first looking at
public transport in New South Wales that there was
this lack of focus on the customers,’ she says.
Continued on page 14
Significantly, the new
integrated transport authority
will have a customer experience
division that aims to make sure
journeys are as simple, as safe
and as seamless as possible.
Volume 2 Number 1
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