Transport appointment heralds new era for customers

A new deputy director general has been appointed to improve the experience and services for transport customers in NSW, Minister for Transport Gladys Berejiklian and Minister for Roads and Ports Duncan Gay said today.

Tony Braxton-Smith is joining Transport for NSW from Adelaide-based Great Southern Rail where he is the chief executive officer.

Great Southern Rail operates Australia’s much-loved long-distance passenger services The Ghan (Adelaide-Darwin), the Indian Pacific (Sydney-Perth); the Overland (Adelaide-Melbourne) and The Southern Spirit (Adelaide-Brisbane).

He will head Transport for NSW’s new customer experience division which will ensure the needs of transport customers dictate decisions in planning and delivering transport infrastructure, and running services.

Mr Braxton-Smith has an extensive background in customer-driven workplaces including four years at Queensland’s Dreamworld, Ms Berejiklian said.

“As CEO of Great Southern Rail for the last seven years, Mr Braxton-Smith has led a service improvement program which halved complaints and lifted customer satisfaction ratings,” Ms Berejiklian said.

“Before joining Great Southern Rail, he was CEO of Dreamworld, where he introduced programs to improve the customer experience and build loyalty.”

Mr Gay said Mr Braxton-Smith’s extensive private sector experience in customer improvements, as well as strong transport credentials, meant he was an exciting appointment.

Mr Braxton-Smith, who is a director of the Australasian Railway Association and a director of the Rail Industry Safety and Standards Board, said he had no hesitation in making the move to join Transport for NSW.

“I welcome the opportunity to take on such an important role, at a time when the planning and provision of transport in NSW is going through its most significant change in a generation,” he said.

“My aim is to put the customer first and ensure the transport system is designed around the needs and expectations of the customer.”

Transport appointment heralds new era for customers (pdf 20KB)