Transdev Sydney Ferries team were winners at the Customer Service Institute of Australia’s Service Excellence Awards last week in the category of Customer Project of the Year – Customer Impact.
The recognition stemmed from a significant and dedicated work on accessibility initiatives, which involved making Sydney Ferries vessels compliant with disability legislation; auditing and replacing info screens across the network; introducing automatic gangways; rolling out an Accessibility & Inclusion guide; and the design of internal training on accessibility, diversity, and inclusion.
The project required bringing together colleagues from across the organization, working closely with the client and taking on conscientious approach to accessible and respectful customer service. It was a gratifying win for many but especially so for departments involved who were historically considered focused solely on operations or assets.
Feedback from the client, Transport for New South Wales, demonstrated that the project attracted praise from advocacy groups and remarkably high customer satisfaction scores: 99% of accessibility and 96% for customer service.
A product of the daily commitment of frontline and behind the scenes employees, it’s fantastic to see our Journey Makers recognized for this important project that ensures every person that steps aboard our ferries receives fair, inclusive, and fantastic treatment.
Loretta Lynch, Transdev Sydney Ferries Managing Director
The Customer Service Institute of Australia (CSIA) was established in 1997. It is the leading industry organization in Australia for customer service organizations and professionals. Through the application of the International Customer Service Standard (ICSS:2015-20) and its precursors, CSIA provides an industry voice, skills training, events, research, and support to its members.