18 March 2025

NEC wanted a slower transition to MyWay+ but government said no, inquiry told

| Ian Bushnell
Join the conversation
12
Ticket scanner on bus

Not so simple: A MyWay+ ticket validator onboard a Transport Canberra bus on launch day. Photo: Public Transport Association of Canberra (PTCBR).

MyWay+ provider NEC wanted a longer, incremental implementation plan for the ACT’s new public transport ticketing system but was overruled by Transport Canberra.

The eventual switchover from 27 November last year was beset with glitches and bugs, some of which are still being sorted out.

NEC has told the Legislative Assembly inquiry into the procurement and delivery of MyWay+ that it had developed a 20-month multi-phase transition plan for switching from MyWay to the new next-generation ticketing system.

This would have meant MyWay services continuing as the MyWay+ hardware was installed and commissioned, and while integration and testing of the new system was conducted.

READ ALSO One-third of the government’s major digital projects struggling to deliver

However, NEC said that after a review of this plan, Transport Canberra believed the gradualist approach would cause a communication headache and create customer confusion and dissatisfaction.

It said Transport Canberra then directed NEC Australia to investigate a single-phased transition plan, which was adopted and used.

The ACT Government, in its submission, said that the switchover only proceeded after an independent program review of NEC and Transport Canberra’s readiness to launch.

It found that MyWay+ was ready for launch and could be successfully supported from day one.

However, a subsequent brief from TCCS advised that further delays with installing equipment on buses meant the whole fleet would not be ready until 12 December.

Nonetheless, critical items from the review had been addressed, core financial management functions within the MyWay+ account were operable, and adequate contingency plans for Go-Live were in place, the government said.

It was all systems go for 27 November: Transport Minister Chris Steel tries a new MyWay+ travel card ahead of the launch. Photo: Ian Bushnell.

However, a number of customer issues were experienced using the new system and following the launch day.

These included scanning glitches, faulty validators, a lack of new MyWay+ cards and problems with the app.

Other features that were promoted as advances on the old system, including access to real-time information and journey planning, also did not materialise.

But the government said half of the identified issues were resolved in the first two days and core functions were now working, with other issues being fixed.

“The ACT Government acknowledges the issues experienced following Go-Live have impacted customers and caused frustration, and did not deliver the seamless experience planned. Transport Canberra acknowledged these concerns and apologised to the community for not meeting full expectations upon launch,” the government said.

It said Transport Canberra and NEC had been working to identify and triage these issues and address them progressively through updates to the MyWay+ operating system online account and mobile app.

“Despite the issues identified, significant improvements compared to the previous MyWay system have already been experienced by most MyWay+ users, and the ACT Government is confident in the ability of the MyWay+ system in providing a long-term solution for Canberra’s transport needs,” the government said.

READ ALSO Canberra Health Services may stop home visits for abusive patients

It said that almost a quarter of Canberrans had already downloaded the MyWay+ app (with almost 113,000 people registering accounts to date) to plan their journeys in real-time.

Over 5.8 million taps across 2.5 million journeys had been made with MyWay+, and around half were by commuters using the contactless payment options, including linked credit or debit cards for trips, which were not previously available.

Almost 88,000 MyWay+ cards were active, and $1.2 million in travel credits from over 56,000 old MyWay cards had been successfully transferred to new MyWay+ accounts.

NEC also said that MyWay+ was not a bespoke product for the ACT Government but based on elements it had deployed elsewhere around the world, including through the Surat Money Card in India, City Bus in Ahmedabad, PASPY in Japan, CDC in the Northern Territory and in Christchurch, New Zealand.

Join the conversation

12
All Comments
  • All Comments
  • Website Comments
LatestOldest

People should read the submissions to the inquiry. Some real pieces of fine writing and analysis in there, I really liked the “eat the dog food” reference.

As a regular bus user it’s pot luck most of the time as buses seem to regularly early or up to fifteen minutes late in some cases The lack of real time information is a backward step that makes it even more difficult to plan a trip The lack of card balance being shown when you swipe off that existed in the previous system means you have to go to another site to check it I would also like to know the number of persons who regularly use every excuse under the sun as to why they don’t have a MyWay+ plus and can’t pay for their fare by any other means Understandably drivers are not going to argue the point with these persons for fear of being assaulted

Still no real time tracking so as a regular bus user it’s pot luck a lot of the time the buses are either five minutes early or up
to fifteen minutes late Having to log into a separate website to check balance is a backward step it should be visible as it was with the previous system when you swipe off Would also be interested in the number of people who continue to get on a bus citing every excuse under the sun why the don’t have a MyWay + card and can’t pay the fare

Will the Minister explain why only $1.2 million of nearly $10 million on old MyWay cards has been claimed?

https://the-riotact.com/myways-millions-steel-urges-canberrans-to-register-cards-for-balance-transfers-to-new-system/797966

ChrisinTurner1:45 pm 18 Mar 25

Anyone in IT would recognise the usual problem of non-IT literate managers.

It would be really good if they could bring back the balance-on-tap feature. I currently have no idea what my balance is without doing something extra.

Daily Digest

Want the best Canberra news delivered daily? Every day we package the most popular Riotact stories and send them straight to your inbox. Sign-up now for trusted local news that will never be behind a paywall.

By submitting your email address you are agreeing to Region Group's terms and conditions and privacy policy.