Transport for NSW are a government authority, responsible for the development of safe, integrated and efficient transport systems across all modes of transport – roads, rail, ferries, light rail and point to point. Transport for NSW services the 5 million citizens of Sydney, Australia’s most populous city.

Opal is the state’s central ticketing system and has seen over 2 billion trips taken since launch in 2012.

Business Challenge


Transport for NSW are working towards a goal of increasing the number of transactions completed on digital channels to 70% by the end of 2019. By providing users the ability to self-serve, Transport for NSW are providing enhanced digital channels to allow customers to self serve quickly and effectively. With mobile playing an increasingly important role in the transport customer journey, the need for continuous investment in a user centred, frictionless and robust mobile experience was identified as a key focus area for Transport for NSW.

Approach


Working towards the common goal of meeting the 70% target required Tigerspike and Transport for NSW to function as 'one team'. Run as an agile program, the teams are co-located, switching between sites at specific times throughout each sprint based on the need for interaction with stakeholders and subject matter experts.

Co-location enables the multi-disciplinary team to move quickly through the feature backlog, testing and iterating at a deliberate and sustainable pace.

With a number of the features centred around user profile management and payment functions, such as balance top up and balance transfer, co-location enables the team to solve complex technical challenges in a highly efficient manner.

Outcome


The continued rollout of self-serve features including an expanded profile management capability has led to a 50% reduction in monthly customer care calls since January 2018. The iOS and Android applications have been downloaded over 1.7 millions times.