The Sydney Metro Case Study

TfNSW and McArthur: Sydney Metro Opening

McArthur was proud to play a key role in a historic day for NSW’s transport history as the doors officially opened on new metro services extending from the city’s north west, under the harbour and through the Sydney CBD, to Sydenham.

Commuters will have access to an additional 15.5-kilometres of new metro rail to get them around the busiest parts of the city, with access to fast and reliable services via six brand-new underground stations and new metro platforms at Central Station and Sydenham Station.

Leading up to the opening on August 19th, over a five week period, McArthur Teal Shirt teams of Customer Service Officers were highly visible across 17 key stations and transport hubs helping passengers understand and get the best out of the new Metro network.

The challenges

The official launch date has experienced delays and changes, requiring the team to maintain flexibility in their deployment to accommodate these adjustments. Additionally, the ability to quickly scale up to a large team capacity when necessary is crucial for ensuring smooth operations. Team members must also balance customer advisory responsibilities with engagement and awareness research, ensuring a comprehensive approach to service delivery. Furthermore, the prompt delivery of detailed weekly reports remains essential to track progress and inform decision-making effectively.

Follow the link below to find out more about the project, our solutions and outcome for the Sydney Metro Opening. 

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