NineSquared was engaged to work with the Department of Transport and Main Roads to help develop a five year strategy for a future ticketing retail network. Our role included the extraction and analysis of ticketing data to identify preferred channels for the distribution, adding value and refund of funds on the go card smartcard system operating in South East Queensland. The data analysis informed a detailed strategy that aligned with planned future developments in transit ticketing technology.

Working closely with departmental staff, we developed a cost effective, evidence driven strategy and road map that focused on a key principle of moving towards a self service ticketing environment for both customers and retail outlets. This included customers being encouraged to self-manage their accounts utilising new communication and ticketing technologies. The strategy challenged traditional thinking about the future cost of various channels as well as the value that those channels provide both the Department and its public transport customers.

The engagement included:

  • Detailed face to face discussions with senior stakeholders across executive management, customer experience and technology areas of the organisation
  • Collation and analysis of data that had never been used before by the organistion to understand and analyse historical use of various channels by customers
  • Alignment of future technology and procurement with the whole of organisation channel strategy
  • Development of costing information, including cost per transaction by channel
  • Developing a road map of activities to implement the strategy over a five-year period.
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