Edition 28 \\ 25 July 2014

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New timetables start this Sunday offering extra services for thousands of customers on the Pakenham, Cranbourne and Frankston lines.

The centrepiece of the new change is a complete rewrite of timetables on the Dandenong corridor which will include more frequent services, a simplified

timetable and new stopping patterns.

The new changes will offer a range of benefits for the many thousands of customers travelling on some of Metro’s busiest lines.

Beginning this Sunday the following changes will apply: Pakenham/Cranbourne Lines: 39 extra services each

weekday, 195 extra services

per week Two extra services in each of

the morning and evening peaks Services every 10 minutes

during the day between Dandenong and Flinders Street

Services every 20 minutes during the day between Dandenong and Pakenham/Cranbourne

$15K FOR THE $15K FOR THE CHILDREN’SCHILDREN’S

NEW TIMETABLES START SUNDAY

More on page 2...

Metro’s Anna Thomson, James Pinder, Luke Martin, Andrew Taranto, Malcolm Browning, Nick Dickinson, Peter Platky, Ryan Trevaskis, Siobhan O’Dwyer, Richard Craze and Nell Gouws present a cheque of $15,810 to the Royal Children’s Hospital Foundation. Giovina Cicchitti (middle) gladly accepts the cheque with funds made possible through the high participation rate in the Metro Employee Engagement Survey. More page 3.

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Edition 28 \\ 25 July 2014

From page 1...

LSA, Victor Man, the face of Metro’s new timetable, explains the changes on the Pakenham/Cranbourne and Frankston lines. You can see Victor in action at metrotrains.com.au

All services will stop all stations be tween Oak le igh and Caulfield and run express between Caulfield and South Yarra

P a k e n h a m / C r a n b o u r n e Services will no longer stop at Malvern which can be accessed using the Frankston line

Frankston Line Two extra services in the

morning peak Customers will find information

about the new timetables through a number of touch points including the Metro website, Twitter and metroNotify, as well as station posters and announcements. PTV has also carried out a dedicated advertising campaign promoting the changes.

New timetables start Sunday

MTR Corporation (Crossrail) Limited, a wholly owned subsidi-ary of MTR Corporation, has been selected by Transport for London (TfL) as the preferred operator for the Crossrail Train Operating Concession in the UK.

The Concession is an eight-year agreement, with an option for a further two years, to operate t r a i n services on Crossrail, a 100km rail-way that includes 42 km of new tunnels from west to east London.

MTR CEO, Jay Walder, remarks: “This will be the largest and most exciting infrastructure project in the UK, which will go through the heart of London,” he said.

Jay will soon leave MTR, whilst Deputy CEO and Metro Chairman, Lincoln Leong, will become acting CEO from mid August. More at: MTRconnects.com

MTR Corporation preferred operator for London’s new rail service

One of the new tunnels through which the Crossrail trains will operate.

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Edition 28 \\ 25 July 2014

On Thursday, Metro presented The Royal Children’s Hospital (RCH) Foundation with a $15,810 donation - the total generated through your participation in the Employee Engagement Survey.

General Manager – Human Resources, Nick Dickinson, was joined by employees from across the business to mark the presentation and have a tour of the new state-of-the-art medical facility in Parkville.

“In March, we committed to donate $5 to the RCH Foundation for every completed engagement survey and we were thrilled with the response rate which was easily our best result.

“More than 3,000 employees completed the survey which not only provided us with valuable in-s i g h t s i n t o e m p l o y e e sentiments; it also gave us an avenue for raising money for this

important organisation,” he said. The RCH Foundation is the

fundraising arm of the hospital which has been providing care for Victoria's children and their families for over 140 years.

RCH Foundation’s Giovina Cicchitti said that they were in awe at the incredible amount donated by Metro.

“We are always humbled by the generosity of the Victorian community and the incredible donation from Metro will make an important impact to the lives of many children and their families,” she said.

Donat ions to the RCH Foundation support the great work carried out by the paediatric professionals at the RCH. The RCH Foundation supports important research projects, cutting edge equipment, family centred care and professional education. Last year over 200,000 children were treated at the hospital.

Employee engagement survey raises $15K for RCH Foundation

Malcolm Browning and Nell Gouws get a close look at the meerkat enclosure at new The Royal Children’s Hospital in Parkville.

From page 1...

Metro was recently accredited to the International Customer Service Standard.

The important milestone was achieved after an arduous year-long audit process.

Manager Customer Strategy, Amrita Bhattacharyya, said more than 50 people from across Metro contributed to the outstanding result.

“ W e h a v e s u c c e s s f u l l y demonstrated our commitment to and implementation of genuine customer service business processes.

“Achieving accreditation to the International Customer Service Standard is a most coveted honour for many customer service businesses across the world.

“ I t provides us with an international customer service benchmark, which allows us to compare our approach to customer service delivery to many different industries.

“Metro now joins other super brands with accreditation including Telstra, ANZ, Virgin Australia, BT Financial Group, Melbourne Airport and Optus.

“An enormous thank you is extended to everyone from across the business who contributed to securing the accreditation.

“Over the coming year, we will accelerate a number of initiatives which will further integrate our customer service strategy into our ‘business as usual’ processes.

“Many business groups across Metro who contributed to the successful accreditation will have even more opportunities to work together in the future as we p u r s u e c u s t o m e r s e r v i c e excellence ,” she said.

Metro’s ICSS accreditation

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Edition 28 \\ 25 July 2014

Strictly Ballroom stars glimpse into ballroom’s former glory

The Sunday Herald Sun and actors from Strictly Ballroom the Musical were lucky enough to gain access to the grand ballroom at Flinders Street Station. The group were promoting the musical which will tear up the dance floor at Her Majesty’s Theatre from 17 January 2015. Photo by: David Caird/Herald Sun

Metro’s ICT team has played its part in helping to facilitate the audit process conducted by the Customer Service Institute of Australia (CSIA).

ICT identified a solution to make the audit process more efficient by setting up an exclusive extra-net for the exchange and review of documents.

CSIA’s Director of Certification, Sam Blaxland, was highly

complimentary of the innovative approach.

“Metro has been very creative and impressive in their audit submission.

“Setting up a dedicated extranet is not only a great environmentally friendly initiative but is also pioneering the way we conduct our submissions.

“We will be recommending this approach to our members going forward,” said Sam.

ICT develops exclusive new platform to aid the CSIA accreditation process 

With compliments… “Nice work to the driver of the 5.55pm Lilydale train on the evening of 17 July 2014. You kept us updated and told us what was going on. It was a tough night and you did a great job! Thanks! I do hope the driver gets to hear this! Customer: Susan

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Edition 28 \\ 25 July 2014

Metro Spring Street got out on the right side of the bed yesterday to celebrate Stress Down Day, with plenty of interesting pyjamas on display at a morning tea to help raise funds for Lifeline.

Stress Down Day seeks to raise funds through the power of laughter – and there were plenty of laughs over chocolate crackles and cheesecake as staff members road-tested their ‘onesies’ and assorted nightwear.

Did you know that 98% of Australians agree that laughter has a large impact in reducing stress? Did you know that 91% of Australians have been stressed at work in 2014?

Metro Paralegal, Rebecca Winters, organised the event and

is full of praise for both the helpers and the cause.

“Stress Down Day is a chance to relax, have a few laughs and support the great work of Lifeline, the respected national charity that provides all Australians with ac-cess to 24 hour crisis support and suicide prevention services.

“We see the impacts of depression and suicide all too often in the rail industry and it affects our staff, particularly drivers, in a very real way. So it’s important that we continue to help organisations like Lifeline.

“I’d really like to thank everyone who got involved in the event. Whether you parted with your money, brought food to share or turned up in your pyjamas, it’s because of your generosity that we were able to raise over $1800

on a single day. Well done everyone – it couldn’t have been done without you!” she said.

Volunteers and PJ Wearers: Ian Guymer (MC), Phil Walker, Danny McAteer, Phil Jenkinson, Melissa Hogan, Klara Vass, Melissa Hall, Rebecca Winters and Shayne Honey – who raised a further $100 after CEO Andrew Lezala challenged him to wear his bedbug costume for the entire day.

Our Great Caterers: Barbara Ladds, Andree Lackmann, Kathy Sceney, Lyn Jenkin, Sofie Cooper, Melissa Hall, Veronica Stow and Rebecca Winters.

Want to give? The fundraising page will stay open until Aug 15 at:

bit.ly/StressDownFundraise A bit stressed? Check out some

handy stress tips at: bit.ly/StressDownTips

Good karma in pyjamas Looking might fine: Danny McAteer, Melissa Hogan, Shayne ‘Bedbug’ Honey, Rebecca Winters, Melissa Hall and Phil Walker get into the spirit of things at the Stress Down Day morning tea at Spring Street on Thursday.

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Edition 28 \\ 25 July 2014

This week ICT’s System E n g i n e e r , E r i c L a z a r o , Application Developer, Freddie Lewis, and BSU Developer – ICT Apps Support, Jamie Yeo, were invited to attend the Ventyx World Expo in Queensland.

The expo presented a great opportunity for ICT to build r e l a t i o n s h i p s a n d s h a r e experience with other Ellipse based companies.

The group met with like-minded delegates to gain a better understanding of current Ellipse offerings from the perspective of users outside of Metro.

The sessions reviewed the progress made over the past year through case studies, trends, analysis and recent advancements in our solutions. The Mining track will include

d i s c u s s i o n o n I T / O T convergence and adding value with the appropriate key performance indicators

The Public Infrastructure track will include discussion on the future vision for public utilities and how to achieve optimized smart grids

The Capital Asset Industries track will include discussion on asset performance, addressing process safety and compliance.

ICT attends Ventyx World Expo in QLD

Authorised Officers from the Community Education Unit (CEU) have delivered a scooter training session at Alamein.

The activity is part of Metro’s continued focus on engaging with special needs customers.

According to AO David Hogarty, the annual event was developed through ongoing work with Boroondada Council.

“The aim is to help members of the special needs community become more confident using Metro services.

“Many of these people are new users of scooters and have r e c e n t l y l o s t a l o t o f independence, so it’s important we provide them with as much support as possible,” he said.

Manager o f Commun i t y Education, Mario Stanisic, added: “The CEU has a proud history of working with the likes of Vision Australia and Guide Dogs Victoria, and demand for activities and presentations is ever increasing as we demons t ra te ou r commitment to providing an accessible network to all customers,” he said.

Driver Training Officer, Tom Tynan, and Boroondara Council’s Access Officer, David Williams, assist a mobility aid customer at Alamein.

Engaging special needs customers

Metro’s new customer service recruits Welcome to Metro’s new station staff: (back) Thomas Pretto, Martin

Lay, Simon Morris, Stephen Smith, Geoff Butterfield, Gebhard Schornikow, Brent Bielanowski and Roberto Arrasti, with (front) Susan La Rive, Stephen Neil, Ben Zavec, Ashok Padmanaban, John Rogan, Wayne Harris and Luckwinder Dhillon.

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Edition 28 \\ 25 July 2014

Here’s a tweet that sparked a buzz on Twitter this week….

On Wednesday, Herald Sun shared an article on public transport etiquette suggesting 17 ’rules’ that commuters should follow on trains.

From avoiding noisy mobile phone conversations and keeping bodily smells to yourself, to allow-ing passengers to exit trains first and covering your mouth if you have the sniffles...these tips are something everyone at Metro can probably relate to...our personal favourite is ‘respect your driver’!

See the full list of ‘rules’ here: bit.ly/trainetiquette

If you don’t already, follow Metro on Twitter: @MetroTrains

Tweet of the week

Metro achieved another milestone with audiometric testing at Infrastructure winding to a close.

Congratulations to all involved in getting this important initiative off the ground.

After 14 separate sessions held during June and July, the Health and Productivity Team arranged testing for 213 Infrastructure employees.

Testing will re-occur every two years to monitor any signs of hearing damage, as required by the OH&S requirements.

The team extends a special thank you to Veronica Prskalo and Anthony Sciberras who assisted in the coordination of the tests.

Well done.

Audiometric testing wraps up at Infra

Dancing lion marks end of Level Crossing Project

The Springvale community celebrated the completion of the Springvale Level Crossing Project on Sunday. More than 25,000 vehicles and 230 trains pass through the Springvale Road level crossing each day, so the grade seperation will be safer for motorists and rail customers alike.

Warning: not an official Metro campaign!

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In Brief

Metro Performance 28-day average as at Friday 25 July 2014

99.2% Delivery 94.4% Punctuality

Edition 28 \\ 25 July 2014

AFL Round 19 We’re running extra trains to get fans to and home from: Hawthorn v Sydney Saturday 26 July, 7:40pm MCG Collingwood v Adelaide

Sunday 27 July, 4:40pm MCG

Additional services can at viewed at: metrotrains.com.au

Major Events Pardon our Progress….. Werribee Line Saturday 26 July Due to upgrades taking place as part of the Bayside Rail Project, buses will replace trains between Newport and Laverton Sandringham Line Saturday 26 - Sunday 27 July While upgrades take place at Balaclava Station, buses will replace all trains between South Yarra and Elsternwick, all day Saturday 26 and Sunday 27 July. Visit metrotrains.com.au for more details

Current vacancies Closing Wednesday 30 July: Roster Amendment Officer Closing Friday 1 August: Administration Officer – Chief

Engineer (Rolling Stock) Closing Friday 8 August: Mechanical Engineer - Chief

Engineer (Rolling Stock) All vacancies can be found on MetroRecruit on The Depot.

MetroRecruit