Customer service survey to gauge progress on Adelaide transport network

The South Australian government has announced the launch of the Adelaide Metro Customer Satisfaction Survey to understand how passengers perceive public transport services in Adelaide.

The twice-yearly survey will cover trains and tram services, as well as buses and metrics will include behaviour of staff, cleanliness, availability and accuracy of information, and driving behaviours.

Read more

Torrens Connect

Torrens Connect takes on Adelaide tram operations

Torrens Connect has now assumed control over operations of Adelaide’s tram network and selected bus lines.

Announced as the successful tenderer for the outsourced operation of Adelaide’s tram services and some bus services in March, Torrens Connect took over operations from July 5 under an eight year contract.

The consortium of Torrens Transit, UGL Rail Services, and John Holland partnered with technology provider Trapeze Group to smoothen the transition process, occurring during the height of COVID-19.

Trapeze worked with Torrens Connect through the bid process and roll out of services, said Ben Dvoracek, Trapeze general manager for rail in Australia and New Zealand.

“We are proud to be part of this changeover, with Torrens Connect selecting Trapeze Group for both the bidding process and long-term roll-out of the planning and scheduling software solution. It was a pleasure to work with the team and facilitate implementation in less than four weeks.”

Trapeze, which provides planning and scheduling platforms as well as enterprise asset management and intelligent transport systems solutions for rail operators, was used to test plans ahead of operations. This testing and modelling process ensured that the transition occurred without any disruption or delay to services, schedules, or rosters. Torrens Connect staff received training from Trapeze locally to enable the smooth handover.

“Using the Trapeze software to run simulation models, Torrens Connect provided accurate optimised timetables that were quickly implemented without impacting operations,” said John Holland service delivery manager Rachel Parkin.

The contract covers 24 tram sets, 200 buses, and employment of over 250 staff.

As part of the privatisation of Adelaide’s public transport, operators are expected to undertake service improvements, with public consultation held earlier in 2020.

Consortium for Adelaide tram network announced

Contracts for the operation of light rail services in Adelaide have been awarded to Torrens Connect.

Announced today, March 10, along with a suite of bus contracts, Torrens Connect will operate Adelaide’s tram network from July.

Torrens Connect is a joint venture between Torrens Transit, UGL Rail Services, and John Holland.

The contract for the North South network combines bus and tram services, and according to SeaLink Travel Group – owner of Torrens Transport – CEO, Clint Feuerherdt, the integration will allow for better services.

“Between high frequency services, and integrated bus and tram outcomes, we will open up new destinations on the public transport network for customers,” he said.

According to Feuerherdt, bringing the modes together will allow for innovation in service delivery.

“The new tender has allowed us to bring in our global best practice experience, matched with our local market knowledge and history, to truly create a tailored series of network improvements for Adelaide.”

Partnered in the contract is UGL Rail Services, which in addition to its work in heavy rail and metro services, has contributed to light rail in Hong Kong.

“This contract extends our light rail operations and maintenance capability alongside our Adelaide heavy rail presence. We look forward to providing a safe and quality operation for the people of Adelaide,” said UGL managing director, Jason Spears.

For partner John Holland, the contract is the first multimodal contract in the company’s history, highlighted CEO Joe Barr.

“From operating the country’s first metro train in Sydney, to Canberra’s new light rail, John Holland has a proven record of putting the customer at the centre of everything we do.”

As a result of this contract, John Holland will be one of only a few private organisations to operate trains, trams, and buses in Australia.

“The South Australian Public Transport Authority (SAPTA) has recognised our commitment to South Australians and we look forward to working with them over the coming years to deliver improvements across the network,” said John Holland’s executive general manager – rail, Steve Butcher.

The SA government and the successful contractors will deliver network improvements by the end of 2020. Consultation on the improvements will begin in April.

“In the coming weeks we will be releasing details about the bus service improvements that will benefit South Australians ahead of a consultation period we will undertake,” said SA Transport Minister, Stephan Knoll.

“Now the contracts have been signed, we can begin working with the providers to deliver the best possible bus and tram network for South Australians.”