Ms Vivienne King,
Group General Manager – Strategy and Service Development
RailCorp

Vivienne King is head of Strategy & Service Development at RailCorp. As Group General Manager, Vivienne is responsible for RailCorpÕs strategic planning; investment strategy which supports the capital works program ($1b per year), timetable development, the future design of rail networks, trains & operational delivery, along with marketing, customer research, branding and project transition into business as usual. This role leads RailCorp in working with Government to develop the future transport plan for New South Wales. Vivienne has more than 12 years experience in the rail industry. She started her rail career in operational training and business improvement. A career highlight involved managing the train planning and delivery phases for the 2000 Olympics. Following the Olympic task, Vivienne led the establishment of the Rail Management Centre (RMC). The RMC is the heart of a rail operation and brings together several different operational groups into one environment to oversee the end-to-end passenger journey. During 2008 and early 2009, Vivienne managed the Service Delivery Group at RailCorp. This role is responsible for delivering an average of 1 million passenger trips each weekday through 8,800 staff, 2,148 train services, across 307 stations within a geographical span of 1,360 kilometres. An important part of the portfolio involves building customer and government confidence in the current rail system. This is achieved through continuous improvement of frontline activities and safe practices, improving customer service, reliability, providing a more secure and clean environment for our customers while maintaining the on-time running target. Vivienne has also worked across the infrastructure, crewing, customer service and operational areas expanding her knowledge, managing diverse groups and designing efficiency programs. During her early career she worked in health, education, taxation, transport and operational management and also acquired change management experience. Vivienne has an undergraduate degree in Commerce and has gained post-graduate qualifications in Project Management, Industrial Relations, Business Administration and a Masters Degree in Public Policy. She is a fellow of Australian Institute of Management (AIM), sits on the AIM Academic Advisory Board, holds certification as a Master Project Director from the Australian Institute of Project Management (AIPM) and is a Graduate of the Australian Institute of Company Directors (AICD). Vivienne is passionate about paying forward experience and opportunity so others can grow and achieve in the (rail) industry. In her spare time Vivienne champions the role of women in project management through the Project Management Institute (PMI),

Appearing:

Day Two - Wednesday 24 February 2010

1.45pm

Increasing ridership while managing costs and delivering on customer satisfaction

Improving service design and planning to solve capacity constraints
Developing a customer service orientation for public transport
Innovative solutions to improve the passenger experience

Ms Vivienne King,

Group General Manager – Strategy and Service Development,
RailCorp

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