Keolis Downer reveals its plans for Adelaide’s train network and addresses controversial tender process

Adelaide’s new train boss has given his first interview, addressing the controversial tender process and revealing plans for the future – including a dedicated cruise ship link.

Keolis Downer CEO David Frank at the Adelaide Railway Station Picture: Tricia Watkinson

Cruise-ship passengers could travel from Outer Harbor to Adelaide on a dedicated train service as part of a bid to “always put customers first”, new train operators say.

In his first interview since Keolis Downer was awarded a $2.14bn contract to operate Adelaide’s train services, chief executive David Franks has also addressed an infamous “loser payment”, former minister Stephan Knoll’s failed public transport plans, shareholders’ concerns after his company lost two major bus contracts and Labor’s threats to rip up the contract.

Mr Franks said improving the customer experience for Adelaide train passengers was his No 1 priority.

“The key issue is the ethos ‘to think like a customer’,” Mr Franks said.

“Cultural change takes time but it is something that we will begin.”

To improve the customer experience, Mr Franks said the company would:

INTRODUCE an app that will allow customers to see in real time the impact train issues will have on their commute.

ADD “roomier and more comfortable” electric vehicles to the fleet.

CREATE a “customer panel” to share ideas, receive ideas and test things before they are actually implemented.

EXPAND the opening hours of the control centre to ensure better customer service.

Mr Franks said the electrification of the Gawler line and the new Flinders link would give the company options to expand services.

Outer Harbor – and what to do with cruise ship passengers – were also part of its bid, he said.

He indicated inspiration for a fix could be drawn from overseas, where there were dedicated train services for cruise ship passengers and tourism packages were offered by public transport providers.

“One thing that vast numbers of people getting off the cruise ship all at the same time does is cause overcrowding,” Mr Franks said.

“And so we did talk about this in our bid, because they want to get on at the same time but they don’t come back at the same time.”

The Advertiser understands that because the State Government sets fares and travel times, a decision on the extra service would have to be made by the state’s Transport Department.

The Opposition has vowed to rip up the Keolis Downer contract after raising a raft of concerns about the probity of the deal – which has been disputed by the government.

In August, The Advertiser revealed that a $1m loser payment was offered to unsuccessful bidders after negotiations on the contract started.

Mr Franks said shareholders had raised concerns after the company lost two lucrative bus contracts.

He believed the bus contracts were awarded to competing bids because they had factored in a major overhaul, spruiked by former minister Mr Knoll, that would have resulted in hundreds of bus stops being scrapped for more regular services.

“It was a bit frustrating for us … they took a contract off us based on a plan that isn’t going to be delivered,” Mr Franks said.

He said the company was committed to Adelaide.

Private operator to face scrutiny

By Miles Kemp

South Australia’s new private train operator will be kept on track every six months by passenger feedback which will be used to maintain the level of service.

Transport Minister Corey Wingard. Picture: NCA NewsWire/David Mariuz

Transport Minister Corey Wingard said a new Adelaide Metro customer satisfaction survey, open for comment for three weeks from Friday, would set a benchmark for when Keolis Downer took over running the trains from January.

Tram and bus services would also be included in the survey, but the train passenger responses would provide a snapshot before private operations began.

Mr Wingard, pictured, said the survey would assess the behaviour of drivers and other staff, cleanliness and appearance of buses, trains, trams, stations and interchanges and the availability and accuracy of information at stations and interchanges.

It would also include drivers’ “driving manner”. “We’re focused on modernising and improving our public transport system to help increase public transport patronage,” Mr Wingard said.

“This survey will establish a baseline so that when Keolis Downer takes over the running of our train network in January, we can track the improvement in customer service sat­isfaction under their customer-focused delivery model.”

Meanwhile, Mr Wingard said Torrens Connect, which took over tram services in July, was “exceeding” its punctuality benchmark.

From July to September, peak trams were punctual 99.4 per cent of the time.

Off-peak services were on time 98.6 per cent of the time, more than 3 per cent above the benchmark.