We understand that in a competitive global market we need to stand out from the crowd. Our innovative approach to business is central to our ongoing success.

Whether it’s customer service, employee development or health and safety, we are always challenging ourselves to improve. Below is a snapshot of some of our innovative activities.

Going for Green customer service training

Going for Green is a unique customer-care and training program, developed especially for Veolia Transdev. The program acknowledges the importance of employee behaviour as part of the overall customer experience and provides team members with practical tools to improve customer interaction using a simple traffic light analogy.

Going for Green has been implemented in Veolia Transdev businesses around the world, including Australia and New Zealand, and has seen very positive results. Following implementation of the program in our operations in Auckland, New Zealand, every aspect of customer feedback saw a positive change.

SmartDrive incident recording

This groundbreaking tool allows bus operators in our Perth fleet to review and improve their driving behaviour. The SmartDrive system constantly records audio and video images throughout the journey. These images are overwritten during normal circumstances but in exceptional circumstances, when sudden movement or forces such as hard braking, swerving or collision occur, the recorder will save the images, which are then used for incident investigation.

Our operation in Perth installed SmartDrive in its Perth Central Area Transit fleet in 2008 and has progressively installed the program into bus services operating from the Fremantle Depot. During its first year of operation, we achieved a 40.2% reduction in incidents as well as fewer customer injuries, third party claims and maintenance costs

Expert.net

Veolia Transdev established Expert.net – an internal, online knowledge management tool – for its international network of experts in various fields to share information, expertise, data and experiences. The tool has a number of goals, including:
• improved access to good initiatives;
• facilitating communication between experts;
• accelerated dissemination of group standards and innovation; and
• publishing an online directory of expertise.

Successful initiatives and opportunities for improvement are actively shared and openly discussed by Expert.net group members through regular, interactive sessions.