WA partnership continues

Published: 8 Feb 2012

Serco Australia and the Public Transport Authority will continue their 17 year partnership bringing passenger information and support services to Western Australian commuters following a re-contracting of services this week.

The partnership includes provision of InfoLine services, Customer Feedback Administration Services, Ticket Administration Services and SmartRider forms processing.

Serco Chief Executive Officer David Campbell said the contract was signed after a rigorous open tender process and Serco was very pleased to be able to continue its role helping customers access Perth's public transport systems.

"We have been working with the PTA for 17 years and over that time have developed a culture of service delivery which we will continue along with a range of new initiatives that we are pleased have been endorsed following the thorough tender process," Mr Campbell said. "This contract is the longest we have in Western Australia and one of the longest in Australia, and we look forward to reaching 20 years of service."

Mr Campbell said external research by Transperth into the services showed a high level of satisfaction and he was confident this would continue to grow through the introduction of new innovations.

"The seamless partnership approach we have means that our entire focus is on customer service to the public. It is to Transperth's credit that they are continually looking to improve services, which we have been able to do through improved technologies, processing and staff development.

"As part of our agreement all permanent employees will have the opportunity to be engaged in formal training towards a range of qualifications ranging from Certificate IV to Advanced Diplomas depending on the position held."

The contract is for $30 million indexed for a period of five years with a five year option. It will be led by Serco's Andy Wood who is the current Australian Teleservices Association Contact Centre Manager of the Year for Western Australia. Serco employs about 100 Western Australians to manage and operate the services.