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NSW drives person-centric services trend


Government agencies are looking to replace one-size-fits-all service portals with more customisable, fit-for-purpose offerings, with Transport for New South Wales (TfNSW) moving in this direction by pursuing partners to build a one-stop-shop transport portal that links up Opal accounts, Twitter feeds, “on demand services”, and other transport-related services.

The new “My Transport Identity” will enable users to login once to access multiple transport feeds and channels, and will streamline the process of personalising these services to accommodate frequently travelled routes and other individualised settings.

The system will also leverage data analytics around customer behaviour to offer more personalised services and information specific to customer needs and wants.

The preferred solution will house customer account management, support subsidisations, provide travel updates, and enable journey transactions. To ensure these services are secure, the portal may leverage OneGov – NSW’s back-end cloud infrastructure for managing electronic business processes like payments, licensing, and other common business functions.

With an amended $3.8 million contract with Outware Systems for the supply of the 2.0 Opal Customer App recently expiring in May 2017, the new portal could replace (rather than integrate with) the existing Opal customer app.

The new integrated transport portal will function much like the Federal Government’s myGov platform, according to the Expression of Interest (EOI).

NSW has been among the early adopters of one-stop-shop and ‘tell us once’ online services that allow citizens to log in to a single platform to access government services from different agencies. Citizens currently manage many of their online interactions through MyServiceNSW, including Roads and Maritime Service transactions such as licence information, vehicle registrations and demerit points.

The take up of integrated service portals is accelerating across the country, with the Western Australia currently trialling a “search-centric” myWA digital services portal, and Queensland currently in the process of upgrading Queensland’s ‘my account’ to enable deeper personalisation.

The uptake of integrated portals will likely result in larger but fewer contracts for the development and maintenance of government service portals, but also an increase in the security requirements of such platforms.

The portal is one of two new developments that will bring TfNSW closer to achieving the next-gen public transport goals set out in the Future Transport roadmap, with the other being a trial allowing use of Mastercard’s to ‘tap on’ to Sydney ferries.

The Australian-first trial will allow commuters and tourists travelling between Manly and Circular Quay on a Sydney Ferry to use their Mastercard at the Opal gate to tap on to the service.

“… this is part of the Government’s focus on adapting the technologies of today to make the customer experience easier while testing out this technology for the future,” said Minister for Transport and Infrastructure Andrew Constance when announcing the trial last week.

Other providers are set to join Mastercard over the next year.

Until last week, 2017 progress was relatively stagnant towards the ‘customised and personalised transport services’ envisioned in the state’s Future Transport roadmap, which was released in November last year.

The work kicked off in December with an open invitation collaborative pilot program looking for suppliers capable of contributing to a core component of the Future Transport vision – “on-demand” transport services that “turn up when and where customers need them”.

Related articles

NSW reveals future transport plans

QLD joins personalised services revolution

NSW invites next generation transport proposals

Congestion fuelling NSW transport strategy

Turnbull ambitious for MyGov

WA releases “search-centric” online services portal

NSW’s IT contracting goes user-centric

 

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