'Think Like a Passenger'

To offer the best service at every stage of journey, we need to see things from the perspective of people using the network and to 'Think like a Passenger'.

Our ability to 'Think like a Passenger' at all points of the passenger journey includes the portion of the journey prior to arriving at one of our stops, through our tram network and onto the final destination. This informs a holistic approach to ensuring passengers have the information they need to make informed and comfortable choices. Informed passengers use the network much more efficiently than those who struggle to obtain information, or are confused regarding potential journey options.

When we 'Think Like a Passenger' we recognise the need to provide all our passengers with timely, reliable information and help, respecting each person as an individual. We are attentive, caring, courteous and sincere, treating passengers with integrity, as we would wish to be treated ourselves.

We encourage all employees to take pride in their job and in the service we offer. We promote a way of working that pays attention to detail and staff are reminded to 'Think Like a Passenger' to help them improve customer satisfaction.

KDR commits to providing tram services that provide the best possible travelling experience and tram network that contributes to our economic sustainability and strengthens our communities.

To help our Authorised Officers and Customer Service Officers to 'Think Like a Passenger' we will train all employees to provide information to passengers and further assist the travelling public on their journey. KDR has planned a tailored approach to employee training through our Customer Service and Safety Training Academy. We intend that the academy will deliver customised training courses addressing all issues relating to customer service and safety.

The focus of the Academy will be to encourage employees to 'Think Like a Passenger' and to promote a  'Moving Safe Haven' ensuring friendly and committed interaction with passengers. The curriculum will be, in part, built on the provision of quality operational service information and analysis of feedback. We will focus on Authorised Officers increasing their visible presence on trams and at tram stops and they will be in a position to record customer feedback and concerns.  

Supporting our ethos to 'Think Like a Passenger' is our our 'Find Your Way' program as the sum of all the parts of our customers' journey experience.

We want our customers to know where they are going, how they are going to get there, how long it will take and what forms of transport they will use to arrive at their destination. We want them to feel confident that when using the network, especially in areas with which they are unfamiliar, they will be able to go to the nearest stop, purchase a ticket and know when the next tram is due. We plan to work with DOT, Metlink and other transport operators to achieve a multi-modal approach to Yarra Trams operations.