Grow mindset, capability, and culture

What we heard during the co-design process

Attitudes and behaviour matter

• Kindness and care make a difference when accessing transport. The attitudes and behaviours of transport staff and community members has a meaningful impact.
• All TMR employees and delivery partners need the skills and commitment to contribute to access and inclusion.
• More consistency in positive driver behaviour is needed in taxi, rideshare and bus services.

Employees want increased diversity, knowledge, and capability

• Employees value the support of executive leadership for access and inclusion.
• Increase capability to understand equivalent access and how to achieve functional outcomes.
• Efforts are needed to grow workforce diversity.

Customers and employees told us

• ‘It makes such a difference when the public are helpful to each other’.
• ‘Ensure the public transport operators (i.e. bus drivers) make the person who has accessibility needs feel welcome and not a problem nor hindrance’.
• ‘You really need to change the attitude of people using the network, until you change that it is always going to be difficult. There is no use having accessibility options if you can’t use them because able bodied people are using them’.
• ‘I’m always assisted with a ramp to get on train and asked which station I will be getting off to contact that station to have ramp ready for me to use. It is such a joy to use the train network’.

Our commitment: to grow mindset, capability, and culture

Develop a strong culture of accessibility awareness in all layers of the transport network; and drive mindset change to make inclusion part of core business.

Ensure all employees and delivery partners have the capability and commitment to contribute to accessibility and inclusion.

Increase the understanding that kindness and care shown by employees and community members can have a positive impact on the experience for all people during their journeys.

Our key actions

1. Promote public attitudes of kindness and respect by commissioning a community campaign, to include TMR and service delivery partners, that actively promotes kindness and care for all users of transport.

2. Develop and implement a TMR Inclusive Precincts Guide, including how to practically apply the equivalent access process to achieve the most functional outcomes for customers. This will also embed the updated DSAPT standards, processes, and procedures into practice.

3. Provide tools, resources, and training to support our people with digital accessibility products, technology, and capability uplift.

4. Explore opportunities to upskill employees in accessibility and inclusion through an accessibility and inclusion (A&I) Change Champion Community of Practice, sharing key information and learnings from A&I programs, and training in TMR A&I tools, resources, and guidelines.

Outcome

TMR employees and delivery partners have the skills, capability, and mindset to provide accessible, dignified, and inclusive experiences for customers.