Queensland Rail's train services encompass a range of commuter rail services throughout Queensland. In October 2003, Queensland Rail asked Changing Directions to provide an independent assessment of the standard of cleaning services that were being provided across their suburban and inter-suburban commuter train networks, and to recommend improvements to these processes.

Queensland Rail's objective was to implement a total performance management regime for its rolling stock cleaning services. The goal was to establish processes that would enable them to achieve industry best practices, part of which would involve benchmarking their outcomes against other state rail services.

Requirement

Queensland Rail initially engaged Changing Directions to carry out an assessment of their cleaning standards and to provide a report that would detail any service shortfalls and make recommendations for a way forward.

The assessment process utilised CIMAS technology developed by Changing Directions to conduct random audits of the rolling stock. These audits were carried out immediately after the cleaning had been done as well as while the trains were in operation and between peak service periods.

Solution

Queensland Rail accepted and implemented the recommendations in the Changing Directions report. This included installing the CIMAS system to monitor outcomes and to provide real-time information to rail management.

During the process of implementing CIMAS, other departments within Queensland Rail became aware of Changing Directions' state-of-the-art performance monitoring system. These departments have now expressed an interest in using the system themselves.