T3 Bankstown Case Study
TfNSW & McArthur: T3 Bankstown line closure
The T3 Bankstown Line between Sydenham and Bankstown was closed in September 2024 to enable the
final conversion of the 130-year-old line to modern metro standards.
For a five-week period (18/09 - 20/10) the McArthur Pink Shirt teams were employed across all key hubs
informing commuters and answering any queries about the 12 month closure, bus replacements and all
other issues and/or concerns.
In addition to providing on-the-ground advice and information to commuters, our teams produced in-depth
weekly reports to TfNSW Management covering four key components - Customer Engagement, Customer
Sentiment, Lessons Learnt and General Obsevations/Improvement Suggestions.
The challenges
Managing the challenge of a major disruption
- Effectively managing operations across 24 key stations and transport hubs from Day One.
- Managing disparate customer sentiment.
- Providing multilingual support to Western Sydney's diverse population.
- Ensuring regular and timely reporting.
Follow the link below to find out more about the project, our solutions and outcome for the T3 Bankstown line closure.
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