Jason WardCommunications Director
Loretta LynchManaging Director
Light rail’s transformative effect on how a city moves
Basic Overview and System statisticsConstruction challenges Community FocusIntroducing a new mode Safety around a new systemRevenue protection communications Current operations Keys to success The Future
Network of 16 stations
Gold Coast Light Rail
Additional 3 stations for Stage 2
System Statistics
150 + 60Contract Term
15 Years13KM 14
2.65mWIDE
Construction challenges
GoldlinQ has an extensive Community, Communications and Stakeholder focus
• Timely, accurate, “no surprises” approach to communications aimed at keeping the community on board and building excitement.
• D&C – on the ground focus; Precinct relationship management; construction mitigations• Involvement of O&M Customer Service and Communications representatives during D&C• School and University relationships and programs, Business support campaigns can
become legacy items • KPI targets linked to communication for duration of contract• Messaging shift from construction impacts
to safety around light rail as testing and commissioning commenced
• Communications efforts continue to evolve with key focus now on safely using the system, revenue protection and encouraging increased patronage.
Community Focus
Introducing light railPreparing the city for light rail operations was a key activity• Extensive testing and Commissioning
campaign launched during D&C• Get Ready – Energisation• Get Set – Tram Movements and Testing• Go – Passenger Services • Changing perceptions and adjusting behaviours
was important to ensure a smooth and safe transition to operations.
Safety around a new system
It takes time…
Evolution of safety messages
Fare Evasion – Don’t be a Freeloader
Current Operations
• More than 18 million passengers to date• Carrying the equivalent of the city’s population each month• 99.9% punctuality in 2016• Combined bus and tram patronage was 21.8 million passenger
journeys in 2015/16 – a 32% increase in local public transport usage on the Gold Coast from 2013/14.
Keys to success
Passenger Satisfaction• Know your passengers needs• Majority of regular local users.
• Not tourists as everyone assumes
• An enabler for major events
• Reliable• Safe• Convenient• Easy to use• Affordable
Now and to the future
• Supporting positive economic and development outcomes for the city
• Strong community support foradditional light rail stages
• Stage 2 extension underway
• Southern connections part of transport plans
• City benefit – 33% to 80%
• Personal benefit – 35% to 56%
Thank youwww.goldlinq.com.auwww.ridetheg.com.auwww.gclrstage2.com.auTwitter: @gclightrail