Icon representing Empower customers to make sustainable choices

Key focus areas

Empower customers to make sustainable choices

Transport is equipping customers with the knowledge, including benefits and consequences, of available transport options, to encourage sustainable transport choices.

Our goals

Use customer journeys to inform, engage and inspire more sustainable practices and demonstrate Transport’s progress

Why it's important

With more than seven billion people living on Earth, equipping individuals to make informed decisions around sustainability can have a material impact.

The way people use our network is already changing with increased flexibility in the workplace. Our customers are also less likely to have a driver’s licence or own a car in future. By encouraging more people to reduce their private car use and instead choose alternative transport options, such as public transport, walking or cycling, we will achieve greater environmental, social and economic sustainability outcomes while improving safety outcomes on our roads.

Inspiring choices for a better future

We have a vast road and public transport network in NSW. We’re aiming to inform our customers of the positive and negative impacts of their travel to inspire more sustainable choices and achieve a more sustainable future for our communities.

In the past our customers’ annual travel included:

Icon representing rail travel modes More than 424 million trips on Sydney, intercity and regional trains
Icon representing bus travel modes Over 391 million trips on metropolitan, outer metropolitan, rural and regional buses
Icon representing road travel modes Nearly 13.5 million journeys every day on Sydney’s road network
Icon representing walking travel modes Over 500 million ‘walking only’ trips
Icon representing bicycle travel modes 2.2 billion walking and cycling trips

Our challenges

Customers may not shift Transport modes for a number of reasons, including: public transport being – or being perceived to be – more expensive than private transport, a lack of first and last mile options and a lack of accessible public transport, particularly outside metropolitan areas.

Influencing and changing customer behaviour is a key challenge, as customers often have habits and preferences such as their preferred mode, how they plan and pay and the times they travel.

The COVID-19 pandemic has significantly impacted how customers interact with the transport network and the service they expect to receive.

Our achievements

Explore our case studies

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Taking action

We aim to provide our customers with a variety of transport options to ensure they feel safe and can experience sustainable door-to-door journeys.

We are focused on understanding and adapting to customers’ changing needs. Testing solutions with customers, market research and post-campaign evaluation are all key to ensuring we adapt and deliver safe, productive and sustainable transport options.

We aim to make trip planning easy with timely and accurate information, and highlighting different and more sustainable options regardless of if you live in metropolitan or regional areas.

In regional areas, we are improving services through the 16 Regional Cities Services Improvement Program and the New Intercity Fleet service, which are increasing customer access to public transport and socioeconomic opportunities.

We have delivered a community transport campaign aimed at seniors aged 65-plus and customers with accessibility requirements to provide easier connections to daily tasks and local trips.

At the beginning of the pandemic,we responded quickly to changing customer needs. We rolled out pop-up cycle lanes, automated pedestrian crossings, increased cleaning and introduced measures to allow social distancing on public transport. We increased key messaging around booking ahead to ensure regional train services are booked at safe capacities.

Transport utilises Travel Demand Management. This approach to transport planning focuses on factors that affect demand rather than concentrating on providing additional supply or capacity. Its benefits include improved customer experiences and transport network efficiencies.