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Delivering an easy customer experience for Sydney Metro West

Rebecca McPhee, Deputy Chief Executive of Operations, Customer and Place-making at Sydney Metro, provides exclusive insight into the Sydney Metro West project, and explains why a customer-centred methodology was applied to the planning, design and delivery of Australia’s biggest public transport infrastructure programme.

Delivering an easy customer experience for Sydney Metro West

Credit: Sydney Metro

Sydney Metro West is a new 24-kilometre metro line that will connect Greater Parramatta with the Sydney Central Business District (CBD). Confirmed stations include Westmead, Parramatta, Sydney Olympic Park, North Strathfield, Burwood North, Five Dock, The Bays, Pyrmont and Hunter Street in the Sydney CBD.  

Throughout this project’s planning, design and delivery, the customer has been at the heart of all decisions”

This infrastructure investment will double the rail capacity of the Greater Parramatta to Sydney CBD corridor, with a travel time target between the two centres of about 20 minutes. 

Throughout this project’s planning, design and delivery, the customer has been at the heart of all decisions. At Sydney Metro, we define our customers as the communities that live around our stations during construction and everyone who interacts with our precincts, stations, staff and services. 

Sydney Metro is committed to delivering an easy customer experience by designing a seamlessly integrated service, where the stations, trains and precincts are connected in an end-to-end journey. Designing an easy experience informs every part of our planning of projects, services and places.