TRANSIT SYSTEMS NSW has maintained its ‘integration level’ certification of International Customer Service Standard, it reports recently.
The repeat ‘integration level’ on the 2021 International Customer Service Standard (ICSS) from the Customer Service Institute of Australia (CSIA) follows a “comprehensive health check”, Transit Systems confirms.
This check examined the NSW operator’s financial/governance, operational, and learning and growth perspectives – and then rated its progress in terms of ‘intention, implementation and integration’, it explains.
The ICSS uses a ‘balanced scorecard methodology’ to assess the efficiency and effectiveness of an organisation’s strategy with the standard being recognised and used by the world’s leading organisations, it adds.
The process of certification takes a collective organisational approach and challenges an organisation to consider how it embraces and delivers a complete and thorough customer focus in its entire decision making, it states.
EXCELLENT ACHIEVEMENT
Transit Systems COO Greg Balkin says maintaining the certification of ‘integration level’ is an excellent achievement for Transit Systems NSW, especially in light of the challenges and disruptions faced due to ‘Covid’.
“The 2021 ICSS certification assessment reflected our dedication and determined focus in providing a customer service focus, especially in our operational and safety response to the pandemic,” Balkin said.
“As the highest level of certification possible, achieving the integration level on the 2021 ICSS certificate assessment is a testament to Transit Systems NSW’s unwavering commitment to customer service.
“Also, as a multifaceted business, Transit Systems NSW’s mission is for our customers to continue to be our number one priority from the start of their journey to its completion.
“The entire team is steadfast in our approach to continue improving across all areas of the business, addressing social and environmental issues, through our detailed strategic planning and delivery,” he said.
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DIESEL TRANSITION
Core strengths of the Transit Systems NSW business identified in the ICSS certification report included a customer focus with dedicated customer charter and customer principles; its service and business initiatives including the transition from diesel to electric buses; and key programs to focus on people with a disability; as well as the company’s response to the pandemic and other risk-management initiatives.
ABOUT TRANSIT SYSTEMS
Transit Systems is part of Kelsian Group Limited, Australia’s largest integrated land and marine, tourism and public transport service provider with established international operations in London and Singapore, it states.
With around 9000 employees, Kelsian Group is one of Australia’s most experienced and diverse multi-modal transport businesses operating around 4000 buses, 120 ferries and 24 light-rail vehicles, connecting more than 207 million customers where they need to be and want to go.
Photography: courtesy Kelsian Group