Embed accountability

What we heard during the co-design process

Accessibility and inclusion accountabilities need to be clearer

• Customers want everyone to know their accessibility obligations, to make sure they are implemented, and to have confidence that we do what we say we will.
• Build capability of staff, and managers in particular, to better understand inclusion and to lead and behave in an inclusive manner.
• Ensure every service, team, and role knows and is accountable for their obligations and who is responsible for what outcomes.

Monitor customer feedback and measure successes and failures

• Treat complaints as opportunities to improve and inform the entire system and compliments as guidance on how to continue the process.
• Use data and evidence to make decisions.
• Measure and share successes and failures.

Customers and employees told us

• ‘We know things breakdown – but we want to be informed about why or if they don’t know what’s going on – tell us that! Tell us what you know – even if you know nothing. Silence just makes it worse’.
• ‘We have different partners for different assets or infrastructure. The public don’t care who’s in charge of what. We have to find the best way to improve the whole journey for everyone, in an integrated way’.
• ‘TMR “says” they’re doing things to be inclusive, but this actually differs so much depending on your branch, area and manager. Regardless of policy managers make their own rules and if you don’t want to rock the boat you just have to go along with these rules that don’t align with inclusion & flexibility’.

Our commitment: to embed accountability

Make sure everyone knows their accessibility and inclusion obligations, and who is responsible for what outcomes.

Ensure our compliance with accessibility requirements/obligations is clear and transparent, to encourage public confidence that we deliver on our commitments.

Measure and share successes and failures. Ensure we optimise the opportunities arising from complaints.

Our key actions

5. Develop and implement an Accessibility and Inclusion Organisational Change Plan to embed accessibility and inclusion policies, processes and practices throughout TMR. Make sure everyone within the TMR workforce knows and is accountable for their access and inclusion obligations by clarifying who is responsible for which access and inclusion outcomes by assigning specific roles, outcomes and timeframes to appointed champions, sponsors, reference groups and committees.
6. Develop a social impact framework to understand the individual, community and societal benefits that are being returned through investment in accessible and inclusive transport products and services.
7. Create an end-to-end process map of TMR’s updated workplace adjustment process which will be made available to all employees.
8. Undertake independent research to understand the experience of TMR employees with disabilities and use the recommendations to establish pilots or programs to improve access and inclusion in TMR workplaces.

Outcome

TMR employees and delivery partners understand what their access and inclusion responsibilities are, enabling results to be measured and successes and failures shared.