Beca is proud to have been Highly Commended in the Client Service Excellence category at the 2019 Consult Australia Awards for Excellence. Recognition was given for our work supporting the Transport for NSW (TfNSW) ‘More Trains More Services’ Business Case Support and Strategic Plan Development.
The Beca team worked closely with the client TfNSW, throughout a project that aims to simplify and modernise Sydney’s rail network and play a vital role in working towards the state’s Future Transport 2056 Strategy.
During the course of work, our people provided exemplary customer service to support the successful delivery and gateway approval of the ‘More Trains More Services’ Business Case. At times this involved overcoming challenges – such as the need to deliver urgent supporting strategic plans. When these arose, we quickly responded with dedicated project teams to help TfNSW communicate immediate needs and define the vision for their customers.
Within each of package of work, we operated an integrated project team, remaining transparent and collaborative. Client Relationship Manager, and a core team member for the project, Hamish Barnet, believes much of the project’s success can be attributed to the business’ strong Client Relationship Management framework and other mechanisms for communicating with and reporting to the client:
“Our mission has always been to gain and uphold trusted advisor status with the Rail Program Delivery team within Transport for NSW. We pride ourselves on proactively responding to challenges as they arise. No challenge is too big or too small,” he says.
The client paid tribute to the high standard of customer service shown by the Beca team throughout the project’s duration.
“They have proven themselves to be dependable, proactive and responsive to our needs,” says Nikolai Prince, Director of Rail Service Planning at TfNSW.
“On numerous occasions, initiative was taken to commence and progress work without prompt that allowed the project team to meet milestones. Also, Beca’s role…had a profoundly positive impact on its successful and timely delivery. It was produced in a short period and has set the standard for the quality of future strategic documents.”
L - R: Beca team members accepting the award – Michael Warne, Peter Twomey, Vai Rane, Hamish Barnet and David Barter.