Vic operator scoops service gong


Transdev Melbourne has been named champion in the large business category at the 2016 Customer Service Institute of Australia Awards.

Vic operator scoops service gong
Transdev Melbourne managing director Harry Wijers pictured at a recent depot opening in Melbourne.


The awards recognise Australia’s top-performing organisations and individuals in the field of customer service. This is the first time Transdev Melbourne has entered the awards and it is the only bus operator to take part.

The organisation was also shortlisted for awards in the Customer Service Team of the Year and Customer Service Project of the Year categories.

Transdev Melbourne managing director Harry Wijers says he is delighted that the company has been recognised for its commitment to customer service.

"As a business, we are focused on transforming our operation so we can provide a more punctual and reliable service to our passengers," he says.

"Our management team, myself included, regularly ride on our network so we can walk in the shoes of our passengers and frontline staff. This helps us understand what’s working and identify opportunities for improvement."

"We are also able to leverage Transdev’s considerable international expertise to strengthen our operation."

Transdev was named Service Champion due to a range of initiatives it has undertaken to improve its service to its passengers, such as the introduction of a centralised Operational Control Centre (OCC).

The OCC, which operates around the clock, seven days a week, provides better information to its passengers on service disruptions and better coordination of incident response.

"Initiatives such as the introduction of an OCC – a first for a bus business in Victoria – are helping us deliver a step change in customer service," Wijers says.

"I’m proud of how we are evolving as an organisation and of our commitment to innovation and excellence."

The organisation has also introduced a new Disruption Management System which allows customers to register online to receive automatic travel updates via SMS or email.

Transdev Melbourne took over operations of approximately 30 per cent of the Melbourne bus network in 2013 and currently operates over 500 buses from seven depots.


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