Paul Scurrah, QR's CEO wins award for customer service

[Fares_Fair]

Paul Scurrah, Queensland Rail's CEO wins award for customer service.

Congratulations go to Paul Scurrah who last night was named CEO of the Year by the Customer Service Institute of Australia. (CSIA)
IMHO, a well deserved award given QR's commitment to Customer Service at all levels.

Other winners were Tim Ripper for CSIA national customer service award winner, as Customer Service Executive of the Year.
Robert Murphy, highly commended for Customer Service Leader of the Year.

Also recognised were front line staff, Miffy Tregea and Mick Fair.

Source: Twitter, Queensland Rail.


Well done.

Regards,
Fares_Fair.

[Derwan]

Well deserved!   

[ozbob]

 

[ozbob]

Transport and Multicultural Affairs
The Honourable Annastacia Palaszczuk
27/10/2011

Queensland Rail scoops Customer Awards

Queensland Rail scooped the Customer Service Institute of Australia (CSIA) Awards last night, receiving eight awards including CEO of the Year.

Transport Minister Annastacia Palaszczuk congratulated Mr Scurrah saying it was due recognition for leading a first class rail network.

"Queensland Rail continues to lead the way in innovation and customer service," Ms Palaszczuk said.

"In June, they bought in the largest revamp of train timetables in 15 years with public consultation for stage two kicking off next month.

"They've sought to improve people's experience on trains with the successful introduction of several initiatives, such as Quiet Carriages, the Customer Charter, the trial of free WiFi and the continuing take-up of go cards."

Queensland Rail Chief Executive Officer Paul Scurrah said he was very humbled to receive the Customer Service Public Company CEO of the Year accolade, particularly after such a challenging year at the helm of the business.

"The past 12 months have proved eventful for Queensland Rail," Mr Scurrah said.

"As we continued to embrace our new identity as Queensland Rail, following our separation from QR National, we - like many throughout Queensland - were devastated by the floods. But with adversity comes triumph and I am incredibly proud of how our organisation pulled together during that period to get our network up and running in record time.

"At Queensland Rail, we are not content to rest on our laurels, particularly when it comes to Customer Service Excellence. I am proud of all of the people at Queensland Rail for continuing to deliver great service to both their colleagues and customers during such difficult times.

Mr Scurrah said the CSIA awards were fantastic recognition of the hard work and dedication put in by all of Queensland Rail's employees, to keep the state moving.

"I'm so proud our team put safety and our customers first, while ensuring the movement of customers and freight across our vast Queensland network," he said.

"I congratulate all Queensland Rail employees on these achievements, giving us official recognition of the knowledge, experience and capabilities of our people throughout the past 12 months.

"Whether it be business as usual or managing crisis and recovery work, our people continue to strive for customer service excellence."

Following successful certification under the International Customer Service Standard in September, Queensland Rail qualified as a competitor in the organisation category of the Awards.

CSIA Executive Director Brett Whitford said Queensland Rail's successful ICSS certification confirmed their position in the top echelon of rated organisations.

"Queensland Rail's performance for 2011 was another excellent result for a well-credentialed organisation," Mr Whitford said.

"What we encountered with this assessment was an extraordinary level of leadership and willingness of Queensland Rail staff to embrace customer service as a way of life.

"In the past year, Queensland Rail has identified opportunities for growth and improvement through the adoption of best practice techniques, and the development of their own customer service improvements."

Queensland Rail had 12 nominations in this year's CSIA Awards, with various business areas collecting awards for both the state and national categories.

Those recognised at the CSIA Awards included:

- Queensland Rail Chief Executive Officer Paul Scurrah for the Public Sector CEO of the Year Award (National)
- The Customer Charter Implementation team for the National Team of the Year Award
- Queensland Rail for the National Customer Charter Award
- Queensland Rail Group General Manager Network Business Tim Ripper for both the National and State Executive of the Year Awards
- Queensland Rail Customer Service Supervisor Robert Murphy was Highly Commended for the National Leader of the Year Award and received the State Leader of the Year Award
- Queensland Rail Manager Station Operations Mick Fair for the State Manager of the Year Award
- Queensland Rail Senior Customer Service Assistant Miffy Tregea for the State Professional of the Year Award
- Queensland Rail was Highly Commended for the Australian Service Excellence Award.

[Fares_Fair]

Quote from above...
Transport Minister Annastacia Palaszczuk congratulated Mr Scurrah saying it was due recognition for leading a first class rail network.

World class is put to rest it seems.
It's the people who are first class, and the awards well deserved.

Regards,
Fares_Fair.

[#Metro]

Transport Minister Annastacia Palaszczuk congratulated Mr Scurrah saying it was due recognition for leading a first class rail network.

:conf

[O_128]

Transport Minister Annastacia Palaszczuk congratulated Mr Scurrah saying it was due recognition for leading a first class rail network.

:conf

so if QR is first class does that make Paris Platinum+ class?

[Stillwater]

At least the minister has edited her statements to eliminate reference to 'world class'.  We now have a 'first class' service, with the promise of a 'rail revolution' through the Connecting SEQ 2031.

[Arnz]

It wouldn't surprise me if rail is the exception, so they use "First Class" instead of "World Class" for all rail related projects, because they know the SEQ passenger rail network is definitely not "World Class".

[HappyTrainGuy]

Still more reliable than QANTAS at the moment 

[Fares_Fair]

At least the minister has edited her statements to eliminate reference to 'world class'.  We now have a 'first class' service, with the promise of a 'rail revolution' through the Connecting SEQ 2031.

Revolution is absolutely correct, we are going in circles.

A feature of the Connecting SEQ 2031 document is to have express trains from Caboolture to the inner city - something we used to have before the 'new improved' timetable.
(Gympie North services are the only ones to retain the Cab-BH express leg).

Definitely going around in circles for the Sunshine Coast.

Regards,
Fares_Fair.

[HappyTrainGuy]

Well, they are making do with what rollingstock they have available to maximise patronage on the NCL. Just wait till Springfield and Kippa Ring come online.

[ozbob]

Still more reliable than QANTAS at the moment 

Indeed, time to bring these back into full time service ...

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