Who are we now?

Last year with Evolving Transport, we began a new chapter on our journey for change, moving away from operating as separate agencies. One year on, the hard work to transform the way we do things around here is well underway and collaborating across old agency lines is the norm for many of us now. So it’s a good time for a refresher on who we are now, and how we’re doing things differently to deliver better outcomes for customers and communities.

Over time our purpose here at Transport has never wavered. We’re here to make NSW a great place to live, work and visit and we’ve set ourselves some huge targets by undertaking once-in-a-generation infrastructure projects that are improving the lives of many across our state. To achieve our 10 Year Blueprint working the way we have always done things won’t be enough.

In an ever-changing world our customers expect us to evolve, adapt and do things differently to meet their needs. Over the past 12 months, that’s what we’ve done. In the process, we’ve proven what we can achieve by working together far exceeds what we could have done working separately. We’ve kept communities connected during natural disasters, we are keeping NSW moving safely during a once-in-a-century pandemic and we are delivering the projects that will help our economy recover. Our achievements make a difference to millions of people.

I’m Transport is about us coming together – taking a moment to recognise and celebrate the work we all do to keep this state moving. It shows that whether you’re driving a train, building a road, designing a new app for our customers or helping our people to get on with their job, you’re an important part of what we do.

I’m Transport. You’re Transport. We’re Transport.

How we work

Let’s break down how we’re organised, to help you understand how we fit together:

  • We’ve organised ourselves to meet the different needs of customers and communities in Greater Sydney and Regional and Outer Metropolitan areas.
  • We now take a place-based approach, which means we look at the needs of the broader community and how transport integrates with other critical services such as health, education and freight, for example.
  • We focus on end-to-end customer journeys and experiences rather than individual modes of transport.

We have three customer divisions:

  1. Regional and Outer Metropolitan – including NSW TrainLink
  2. Greater Sydney – including Sydney Trains, State Transit and Sydney Metro
  3. Customer Strategy and Technology

These teams focus on understanding our customers and providing the integrated, technology-enabled transport choices they need and expect, now and for the future. Transport operating agencies and partners are integrated into these divisions to improve end-to-end journeys for customers.

Infrastructure and Place is our main delivery division. Infrastructure and Place plans and builds the smart, integrated and sustainable infrastructure for places that enables a great experience and enhances communities.

Safety, Environment and Regulation plays a vital role in ensuring transport is safe and sustainable.

Our enabling divisions – Corporate Services, People and Culture, and the Office of the Secretary – ensure we have the people, processes and systems in place to support each and every one of us to work effectively.

Where do I fit?

Now is the time to move away from thinking about what a person’s job title is and instead look at the skill and expertise that is needed from across the organisation to identify and solve problems together. This new way of working means it’s more important than ever that we all understand the big picture and our place within it.

Click here to view a model of our organisation and think about the following questions:


  • Where does my team fit?
  • Which teams or divisions do we work with?
  • What problems are we trying to solve?
  • Can we work more closely with other parts of Transport?

We’re doing things differently

We want to create an environment where the right people with the right skills from anywhere across Transport, can work together.

These days, it’s less about where we work and more about how we work.

We have some key principles for how we work across Transport now.

Solve problems together: work across divisions, agencies, across government and external partners to solve problems for our customers, communities and our people.

We care about people: caring for our customers, communities and each other is our priority.

Give it a go: tell us how we can improve, everyone has a voice. We are all leaders.

Think about the place: we’re bigger than individual modes, agencies or areas we work in; it’s about creating great places and getting results for our customers and the community.

We’re in this together

One of the things our people say they love about working at Transport is the great people. We’re very proud of the positive legacy we’re leaving for future generations.

Whether we’re on the frontline or not, we love helping our customers, making a contribution to our communities and caring for our colleagues.

We’ve captured these things we stand for in three simple statements – customer at the centre, people at the heart and for the greater good.

You’ll probably be familiar with these and while they’re easy statements to say or put on a poster, translating them into action takes daily thought and effort. To help bring our aspirations to life, we’re taking a new leadership approach one that recognises leadership behaviour is not limited to title or level but is accessible to all of us in how we work together each day.

Showing us how it’s done

What does our new way of working look like in real life? Right across Transport people in all kinds of roles and all kinds of places are showing us how it’s done, working together across agencies, divisions and modes to achieve some amazing things for customers and our people.

New era for Live Traffic


Fiona McKenzie

Manager, Digital Products, Greater Sydney


Paul Alvares

Manager, Digital Products, Greater Sydney

For more than a decade livetraffic.com has been giving motorists up-to-the-minute information about road closures, road works and incidents so they can plan their journey and get where they need to go safely.

Over that time information, accuracy, timeliness and features have been constantly improving and now a new version of the website has been launched – taking it into the next generation of real time customer information.

The new Live Traffic NSW works on mobile devices as well as computers and includes data from the ACT, QLD and SA (VIC is planned to come on board soon) as well as a growing number of local councils across the state. Live Traffic is the first government platform in Australia bringing together data from so many different states and councils.

Fiona McKenzie and Paul Alvares, who job share the role of developing and managing Live Traffic NSW, said the improvements were driven directly by customer feedback and reviews on places like the App Store. The take out was that integrating data from other states is not only useful for cross-border travellers but also vital during natural disasters like bushfires.

“We had started building the new site before the bushfires hit in late 2019. That crisis highlighted the importance – for communities and emergency services alike – of having seamless access to information about closures and disruptions on regional council roads as well as in neighbouring states,” Paul said.

“In times of crisis people look to government agencies like Transport for NSW to provide information they can trust and rely on. That’s the essential service we’re providing. The site now also scales up automatically so we won’t have outages when demand for information spikes,” Fiona added.

Fiona and Paul’s work was mentioned by Secretary Rodd Staples at the Bushfire Royal Commission as an example of how Transport is leading the way in providing road disruption information.

Getting the new website up and running ahead of the next bushfire season has been a collaborative effort. Paul and Fiona are part of the Greater Sydney Division’s Communications Strategy and Media team, however they work closely with the Transport Management Centre’s operations room to ensure Live Traffic runs smoothly during live incidents. The new site was built by Corporate Service’s IT team rather than being outsourced to an external developer, and project managed by Operational Systems.

Helmet program makes a difference

Noni Ross

Project Officer, Aboriginal Engagement, Customer Strategy and Technology


The Wear a helmet, not a fine program is a great example of something which seems simple but actually has the potential to make a big difference to people and their communities.

In communities where the program is running, young people who’ve been caught not wearing a helmet while riding a bike are issued with a notice to attend the local police station for a road safety education session instead of receiving a fine.

At the session they learn about road rules, safe places to ride, the dangers of not wearing a helmet and the importance of bike maintenance. They are also given a free helmet which meets Australian standards and is decorated with Aboriginal designs.

Noni Ross from Transport’s Aboriginal Engagement team says the benefits go way beyond just giving a young person a helmet.

“Getting a $344 fine can be quite disastrous for a young person from a disadvantaged background. If a fine isn’t paid it can have the potential to limit an individual’s ability to obtain a license in the future due to debts accumulated from unpaid infringements,” Noni said.

“With this program something negative is turned into a positive, giving police the opportunity to interact and build a relationship with these young people.”

The program was piloted in the Shoalhaven area in 2018 where the police reported positive engagement and feedback, with over 300 helmets being handed out. It has now been rolled out across the state including Mt Druitt, Campbelltown and South Sydney. Aboriginal Engagement officers in each region are working directly with NSW Police to continually identify new locations where the program could be beneficial.

Noni says this grass roots approach where everyone is empowered to make a difference is something that’s really important.

Noni said, “Our principal manager, George Shearer, understands the challenges faced by regional communities as his mob is from Brewarrina. He encourages us to think about what we can do to make things better, he gives us the freedom to trial new ideas and from that process great programs like this come to life.”

I’m Transport, how can you get involved?

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