From:
Christine Bulmer, Manager Revenue Protection
To:
Nigel Corry, Chief Executive
Through:
Samantha Gain, General Manager Metlink
Melissa Anderson, Manager Operations & Partnerships
Donna Hickey, Acting General Manager People & Customer
Date:
11 May 2023
For Approval: Establishment of a permanent Revenue Protection Team in Metlink
_________________________________________________________________________________________________________________________
Purpose
This business case is proposing the establishment of a new permanent Revenue Protection Team – Metlink
with an FTE of 10.
The purpose of this team is to work across all modes, both onboard and offboard rail, ferry and bus services
and facilities, on our regional public transport network. This aims to ensure, amongst other functions, that
our revenue is protected by supporting customers in ensuring they have the correct ticket and information
for their journey.
This business case proposes and seeks approval for the establishment of:
•
Team Leader, Revenue Protection (permanent);
•
2 Senior Transport Officers (permanent);
•
6 Transport Officers (permanent);
•
Revenue Protection Co-ordinator (permanent)
Initial thoughts, as included in the endorsed business case (attached), are that eight front line team
members with support (Team Leader and Co-ordinator) is sufficient as we build the team after a large
contractor focus of engagement and education. This wil be continuously reviewed and reassessed as the
team, and electronic ticketing progresses.
Position descriptions for the above positions have been developed and the positions have been evaluated
through GW’s job evaluation process.
Background
In a normal non-COVID world our Metlink public transport network operates from ~5am until after midnight
five days per week and then 24/7 Saturday to Sunday. It operates ~4100 trips daily on bus, train, and
harbour ferry, and carries ~750,000 customers per week.
In 2021 Snapper was introduced as a method of payment on the Johnsonvil e rail line. In 2022 Council
approved a plan to roll out Snapper as a method of payment across all our rail lines on the pathway to the
National Ticketing Solution.
Revenue protection has been a significant focus in the pilot project to trial Snapper ticketing on the rail
network. Under the current pilot project, Metlink agreed a temporary revenue protection model for the
Johnsonvil e line with Transdev where the operator’s staff continued to check and validate paper tickets and
take cash payments, and a team of agency-contracted Metlink ‘Transport Officers’ checked Snapper tag-ons.
Currently on the Metlink Regional public transport network there is no permanent on transport support to
our frontline team and customers to ensure they have the correct information and ticket for their journey,
thus protecting revenue. Attached is a copy of the ful business case which has been endorsed through the
PMO process.
Proposed structure
Key aspects of the Metlink Transport Officers will be to:
•
Proactively work across all public transport modes in our region to ensure customers are
encouraged, engaged and educated to hold the correct ticket for their journey
•
Proactively support our Metlink front line teams in any ticketing or behaviour issues on the
network
•
Hold and maintain warranted authority under delegation from NZ Police to issue infringement
notices and apply enforcement measures as detailed in the warranted authority under the Land
Transport Amendment Act 2017.
The proposed structure is:
Warranted Authority
GW Legal have been consulted on the development and signing of the Letter of Agreement between NZ
Police and GW which sets out the legal framework through which GW and its relevant officers will hold and
maintain warranted authority under delegation from NZ Police to issue infringement notices and apply
enforcement measures under the Land Transport Amendment Act 2017.
Further work will continue to set up an internal mechanism to issue and manage infringement notices.
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Recruitment and Training Curriculum
The intent is to undertake general recruitment for these positions. Upskil ing would involve developing and
delivering a suite of training modules including:
•
National Certificate in Regulatory and Compliance Management Level 3;
•
First Aid Certificate;
•
Safety training relevant to all transport modes; and
•
Dimensions critical to the TAA warranting requirements.
Careful and thorough candidate vetting will be required, including initial and ongoing vetting requirements
under the Children’s Act 2014 for non-core Children’s Worker and the obligations for retaining the TAA
warrant as a condition of ongoing employment.
The team, based out of 100 Cuba Street, would also require tools of the trade such as, uniforms, two-way
radios, cellular devices, access to laptops, and locker space. Recruitment, training and warranting is
envisaged to take place in Q1 and Q2 for FY23/24.
Proposed hours of work
The intention is that Transport Officers will work in autonomous teams of two while deployed out on the
network. The ideal operation coverage would be from 5.00am to 10.00pm. seven days per week, within a
rotating roster with flexibility for acute event deployment (concerts, festivals etc.).
These hours of work are outside of GW’s standard hours of work. HR has engaged with our Unions to seek a
variation to the Multi Unions Collective Agreement (MUCA). The proposal is to align the hours of work for
the Transport Officers with the current Contact Centre staff clause which allows for rostered shifts between
the hours of 6.00am and midnight, Monday to Sunday.
Budget
The Snapper on Rail Project budget has al ocated $3.4m for FY23 to FY25 which meets al planned costs for
this business case in those periods. Transport Officers would fall within the overall funding of the rail
contract. We are working with Waka Kotahi to determine if these resources could form part of Public
Transport continuous programme funding in the future. The budget for FY26 and onward wil be funded
from Operations and Partnerships operational budgets.
Sundry Equipment
The Transport Officers will require uniforms, radios, cell phones, and possibly body cameras. These costs are
budgeted to be $55k in FY 23 and $6k thereafter and are included in the provided funding described above.
No third-party funding is required. However, we are working with Waka Kotahi to determine if these
resources could form part of Public Transport continuous programme funding in the future.
HR Partner
Our HR Partners Laura Irwin and Sonia Smith have reviewed and endorse this business case.
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Recommendations
It is recommended that you:
a.
Note the funding model required to establish this function
b.
Note the rationale for setting up the Revenue Protection team on a permanent basis
c.
Note that the Transport Officers will be required to be vetted under the Vulnerable Children’s Act
and be required to obtain and maintain TAA warrant authority
d.
Approve to proceed with
the proposal to work with the Unions to align the hours of work for the
Transport Officers with the current Contact Centre staff clause which allows for rostered shifts
between the hours of 6.00am and midnight, Monday to Sunday.
e.
Approve the establishment of the permanent Revenue Protection team (10 FTE) including: Team
Leader, 2 x Senior Transport Officer, 8 Transport Officer and Revenue Protection Co-ordinator
Endorsed by:
Luke Baron
Strategic Finance Business Partner, Metlink
Date:
18 May 2023
Endorsed by:
Samantha Gain
General Manager, Metlink
Date: 18 May 2023
Endorsed by:
Donna Hickey
General Manager, People and Customer
Date: 19/5/2023
Approved by:
Nigel Corry
Chief Executive
Date:
Page 4 of 4
Document Outline
