Alan Fedda is a recognised leader with over 10 years of experience championing for customer service improvements across Australia. Alan is currently the Deputy Chief Executive of Public Transport Victoria and the Executive Director of Franchise Operations Management overseeing all of Victoria’s public transport service contracts including Metro Trains, Yarra Trams, V/line and the State’s bus contracts with a focus on passenger experience and obtaining robust commercial outcomes, ensuring the State gets maximum value from these contracts. These contracts also have a renewed focus on asset maintenance and renewals.
Previously, Alan was the Executive Director of Customer Experience at Public Transport Victoria overseeing the quality and consistency of the customer experience across Victoria’s public transport network. Alan’s team was also accountable for Victoria’s myki smart card ticketing system which processes an average of 1 million transactions every day.
Alan’s group also managed the networks customer service call centre, handling over 25,000 calls per week and the PTV Information hubs, located at Southern Cross station, 750 Collins Street and two in Geelong and Bendigo in Regional Victoria, servicing over 2000 visitors a day. Alan’s group also provided pop-up customer service hubs across the State to support major tourism events, including a shop-front at station pier to welcome visitors during the major cruise ship season, Australian Open and the Formula 1 Australian Grand Prix. Alan also headed the public transport industry customer advocacy team that reviews the complaint handling of public transport operators across Victoria.
Alan has also lead the Brand and Customer Information teams, delivering way finding signage across the network, customer information campaigns and collateral. Alan successfully led the introduction of Melbourne’s Free Tram Zone and simplification of the Zone 1&2 Fare Changes.
Previously Alan has led the customer relations for major Australian organisations, including Australia’s largest Internet service provider Telstra BigPond and pay television provider Foxtel where Alan led the organisations customer relations strategy through its largest IT systems change. More recently Alan was at Origin Energy Australia, where in addition to leading the customer relations of the organisation nationally, he also headed the organisations hardship team delivering services for customers who were experiencing financial difficulties.