Over the past year we have received external recognition of our customer culture:
- our internal Customer First program was recognised by the Customer Service Institute of Australia
- our 8 Ways We Work program saw us receive the Australian Service Excellence Service Champion award for Project of the Year—Cultural Transformation.
These awards demonstrate our commitment to the Customers first value that puts our customers at the centre of everything we do.
Every year the employees of TMR and other Queensland Government departments participate in the Working for Queensland Employee Opinion Survey. We use the results from this survey to develop our strategies and choose where to invest our resources.
In 2017 the key themes from the survey results were:
- agency engagement
- organisational leadership
Based on the answers we developed an action plan to address key focus areas across TMR branches and divisions. For example, TransLink and Policy, Planning and Investment Divisions are focusing on how they can address workplace bullying and harassment.
Positive feedback from the survey showed that employees reported positive changes in opportunities to pursue developmental opportunities, new and better ways of doing their job, and job security.
We strive to create a work environment that is free from injury and illness. We are committed to improving our safety and wellbeing performance by improving our safety leadership, communication and consultation, systems, risk management and health and wellbeing.
Branches in Queensland have taken steps to improve safety and wellbeing:
- RoadTek has implemented safety investigations which are reviewed against standard quality criteria
- Program Delivery and Operations’ Regional and District Directors consistently support and promote safety and wellbeing
- Maritime Safety Queensland reviews the vessel Safety Management System once a month, or sooner if an incident occurs.
We have run a number of wellness activities in 2017–18 to support our employees:
- over 900 staff received initial health checks through the My Health for Life Program with 4 workplace behaviour change programs started as a result
- over 4,100 employees across 100 sites receiving the flu vaccine between March and May 2018
- 70% of the department’s executives participated in the Executive Health Assessment Program
- 754 claims for reimbursement for health and wellbeing purposes
- 375 staff and 49 family members have accessed the Employee Assistance Service for confidential services like counselling and management services
- monthly wellbeing group meetings to collaborate on TMR and local wellbeing initiatives.
We are committed to making sure that we provide best-practice rehabilitation and return to work services. We achieve this by:
- allowing a gradual return to work with a focus on suitable duties that follow medical advice
- building a positive culture around injury management
- working closely with WorkCover Queensland and QSuper to ensure proactive case management.
Worker's compensation claims lodged
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Worker's compensation claims lodged
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Final return to work (in %)
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Final return to work
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TMR is a White Ribbon accredited workplace which takes steps to prevent and respond to all forms of violence.
Our Director-General Neil Scales took part in the 2017 Australia’s CEO Challenge Race. To support the race, TMR staff hosted awareness and fundraising events like bake sales, raffles, book sales, silent auctions, star weaving days and competitions. Roads Australia also hosted a trivia night raising funds for the CEO Race and awareness of domestic and family violence in our community.
We raised more than $37,500 for the charity and our Director-General was named the 2017 CEO Race winner.
Australia’s CEO Challenge (ACEOC) CEO Race award winner event: Ms Simone O’Brien, previous TMR employee and DFV survivor; TMR employees, Ms Kristy Watts and Ms Emma Howarth; CEO Race winner for 2017, Mr Neil Scales, Director-General, TMR; Ms Jacque Lachmund, CEO, ACEOC; TMR employee, Ms Melissa McIntyre
Our One TMR Values and Culture Network focused on several priorities over the past year, including:
- increasing staff involvement to create a positive internal culture and meaningful connection to our values
- driving culture in regional and remote areas through events like team health checks, wellbeing walks, charity fundraising and other culture-based activities
- providing staff feedback directly to senior leaders
- championing the values and culture across key departmental initiatives such as the staff induction program, Customer First program, People 4 People Week, CUBIE Awards and the Capability Blueprint project.
We held our fourth annual CUBIE awards event this year. TMR staff members are nominated for CUBIE awards based on their commitment to the public service values:
- customers first
- unleash potential
- be courageous
- ideas into action
- empower people.
There are also CUBIE awards for One TMR—Individual, One TMR—Team and DG’s All rounder.
See the award winners and commendations for 2017
TransLink launched the People’s Choice Awards in December 2017. The awards recognise bus drivers who go above and beyond to enhance our customers’ experience on public transport. We received over 250 nominations from across the state. We assessed the nominations against measures like having a positive impact, excellence in customer care and having a customer-focused attitude to come up with a shortlist of 5 finalists.
Ella Reid from Clarks Logan City Bus Service was the winner—this award was recognition of her outstanding efforts to make public transport a positive experience for her customers.
Matthew Longland presenting winner Ella Reid with 2017 People’s Choice Award.
Read more in our annual report