transportnsw.info case study

transportnsw.info

In order to promote simplicity and efficiency across the business we have consolidated 32 customer facing websites into two main portals - transport.nsw.gov.au as our corporate site and transportnsw.info for our customers.

With transportnsw.info customers have convenient access to trusted and comprehensive information. The integration of all Sydney Trains, Sydney Buses, Sydney Ferry, Light Rail and NSW TrainLink service information, as well as Opal functionality, allows customers to discover, book and pay for a complete range of services.

Transportnsw.info also includes a number of innovative features including:

  • Trip planner for real-time data across all public transport modes that allows customers to monitor disruptions and plan their journey on the go;

  • Transport stops for the location of taxi stands

  • Travel alerts and track work landing page for increased visibility on service disruptions such as track work or lift/escalator outages

  • Departures function for access to services requiring booking prior to departure such as NSW TrainLink, On-Demand and other services.

transportnsw.info is a strong channel for the delivery of public and partner-provided information and services.

Virtual Assistant 'Transport Bot'

Customers expect fast, reliable and seamless access to information that is relevant to them through websites, social media and messaging. Voice activated digital assistants are changing the way we interact with these channels. In response we have provided personalised public transport disruption alerts via our Twitter channel, Facebook Messenger, transportnsw.info and the Opal Travel app and have enabled a virtual assistant Transport Bot to provide concierge and proactive personal services to customers. Transport Bot has been rolled out to a number of channels: Facebook (NSW Public Transport), Twitter (@TfNSWAlerts), Web (transportnsw.info), Google Assistant and Amazon Alexa.

Customers are now able to receive personalised disruption notifications through their channel of choice and receive immediate responses to over 525 different questions. As a result the Transport Bot has allowed us to reduce the cost to serve customers while improving convenience, with call deflections from the contact centre exceeding 30% and with a successful response rate 90%.