loretta lynch - keolis downer & jason ward - goldlinq

Jason WardCommunications Director

Loretta LynchManaging Director

Light rail’s transformative effect on how a city moves

Basic Overview and System statisticsConstruction challenges Community FocusIntroducing a new mode Safety around a new systemRevenue protection communications Current operations Keys to success The Future

Network of 16 stations

Gold Coast Light Rail

Additional 3 stations for Stage 2

System Statistics

150 + 60Contract Term

15 Years13KM 14

2.65mWIDE

Construction challenges

GoldlinQ has an extensive Community, Communications and Stakeholder focus

• Timely, accurate, “no surprises” approach to communications aimed at keeping the community on board and building excitement.

• D&C – on the ground focus; Precinct relationship management; construction mitigations• Involvement of O&M Customer Service and Communications representatives during D&C• School and University relationships and programs, Business support campaigns can

become legacy items • KPI targets linked to communication for duration of contract• Messaging shift from construction impacts

to safety around light rail as testing and commissioning commenced

• Communications efforts continue to evolve with key focus now on safely using the system, revenue protection and encouraging increased patronage.

Community Focus

Introducing light railPreparing the city for light rail operations was a key activity• Extensive testing and Commissioning

campaign launched during D&C• Get Ready – Energisation• Get Set – Tram Movements and Testing• Go – Passenger Services • Changing perceptions and adjusting behaviours

was important to ensure a smooth and safe transition to operations.

Safety around a new system

It takes time…

Evolution of safety messages

Fare Evasion – Don’t be a Freeloader

Current Operations

• More than 18 million passengers to date• Carrying the equivalent of the city’s population each month• 99.9% punctuality in 2016• Combined bus and tram patronage was 21.8 million passenger

journeys in 2015/16 – a 32% increase in local public transport usage on the Gold Coast from 2013/14.

Keys to success

Passenger Satisfaction• Know your passengers needs• Majority of regular local users.

• Not tourists as everyone assumes

• An enabler for major events

• Reliable• Safe• Convenient• Easy to use• Affordable

Now and to the future

• Supporting positive economic and development outcomes for the city

• Strong community support foradditional light rail stages

• Stage 2 extension underway

• Southern connections part of transport plans

• City benefit – 33% to 80%

• Personal benefit – 35% to 56%

Thank youwww.goldlinq.com.auwww.ridetheg.com.auwww.gclrstage2.com.auTwitter: @gclightrail