Passenger Customer Experience

  1. To provide value for money through high asset utilisation and efficient service provision

  2. Increase passenger comfort through the reduction in overcrowding and carriage monitoring

  3. To reduce the overall journey time for both the rail and wider transport network (modal interchanges)

  4. To maintain and improve passenger safety through higher automation levels and improved passenger monitoring

  5. To provide access to reliable, end to end and well interconnected multimode transport services (last mile connections)

  6. To improve convenience through payment systems for passengers across the whole of journey undertaking, with the overall goal to implement invisible ticketing

  7. To develop and maintain the skills to effectively manage customer interaction points, customer service and data analytics

  8. To improve the service offering through a better understanding of the data, information and knowledge nexus, while maintaining cyber security

  9. To develop accessibility programs for disadvantaged groups, through a host of physical and information programs

Freight Customer Experience

  1. To achieve a significant cost reduction (25%) in unit rail freight costs (per tonne kilometre) 

  2. To increase the volume of rail freight (100%) on the key corridors, leading to improved revenues for the below and above rail operators

  3. To achieve a cost effective ‘on-time delivery’ through the adoption of a customer centric framework

  4. To generate higher multi-modal efficiencies and flexibility for both customers and operators through automated network path planning and execution

  5. To improve service reliability through better use of existing infrastructure, reduced disruptions and effective communication

  6. To reduce overall freight journey time through better infrastructure utilisation, reduced disruption and better path planning

  7. To improve the security and information of goods in transit, by establishing a collaborative framework that facilitates the sharing of information along the supply chain via traceability technology

  8. To drive effective collaboration between state and federal governments for freight movements and improved regulatory frameworks

  9. To foster the skills to effectively manage B-to-B interaction points, customer service and data analytics

  10. Human Safety, no deaths or injuries (physical/mental)

Traffic and Network Management

  1. ​To achieve improved control and prediction of trains and traffic management across the network

  2. To integrate the train network holistically through improved physical and process interoperability

  3. To standardise Automated Train Control and Automated Train Protection based on international best practise

  4. To transition traffic management to dynamically perform the role of train service optimisation

  5. To develop the capabilities for trains to operate with drivers on the loop, or in fully driverless modes

  6. To focus skills and competencies toward digital and communications-based systems

  7. To significantly improve track capacity and train safety with new automated systems

  8. To successfully achieve industry adaptation to changes in management, roles and workplace practices due to integration of automation, while developing a work culture that rewards successful innovation and manages calculated risks

High Performing Railways

  1. ​To ensure reliability of current and future services according to freight and passenger customer experience focus area objectives 

  2. To ensure an efficient method of high-volume transport based on current and future customer service requirements, whilst maximising energy efficiency and asset utilisation. 

  3. To ensure a convenient method of transport for people and goods with timely interconnection with other transport modes

  4. To maintain a system based on measured need, rather than scheduled timelines

  5. To significantly increase the capacity of existing train networks, through new traffic management systems and targeted infrastructure investment

  6. To achieve effective interconnectivity in terms of data, information, systems and work processes, while protecting the entire system from cybersecurity threats

  7. To develop more agile and innovative methods for managing the overall networks, while maintaining high level of safety

  8. To monitor, test and communicate the progress of emerging technologies and capabilities that have the potential to affect logistics and services or provide business opportunities for rail

  9. Develop the compelling business case for rail, such that new technology projects and initiatives are viable from a budget or risk perspective