Opal Transformational PMO - PM-Partners group · 2015-10-01 · » Tickets were purchased at time...

Director – Ticketing Planning & Development: TfNSWDOUG HOWE

Opal Transformational PMO

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TRISH STOCKTON - Principal Manager Program Services – TfNSW

www.pm-partners.com.au

© PM-Partners group. All rights reserved

Transport ticketing prior to Opal» Sydney was one of the remaining large cities in the world not to be using an

electronic ticketing system

» Each transport mode had it’s own ticketing products distributed through it’s own

channels with only some products available for use on more than one transport

mode. Customers generally carried more than one ticket type in their wallet

» Tickets were purchased at time of travel, daily or periodically resulting in extensive

queuing for ticket sales and customer travel delays

» Most customers paid more for their travel

» If a ticket was lost, the customer also lost the outstanding investment in that ticket

» Transport Operators maintained ticket sales facilities

» Transport Operators each had their own fare collection and reconciliation facilities,

systems and staff

» Information regarding customer travelling desires, patterns and challenges was

limited to non-existent impeding ability to better forecast supply and demand

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ETS Vision“To transform the public transport

experience for customers.

Opal will provide a better customer ticketing experience,

contribute to an increase in the overall uptake of public

transport use and act as an enabler towards a truly

integrated transport system.”

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A TICKETING SOLUTION THAT MEETS CUSTOMER NEEDS

» An improved ticketing system that is easy to use

» Simpler and faster access to the public transport network

» Enables operator staff to deliver better customer service

AT THE INDIVIDUAL LEVEL, CUSTOMERS ENJOY BENEFITS SPECIFIC TO

THEIR NEEDS, TO TRULY MAKE OPAL AN IMPROVED TICKETING SYSTEM

» Opal provides flexibility for customers who only want to pay for the travel

they use

» Opal provides rewards to customers who use public transport often

» Opal provides security for customers where value counts

What we aimed to deliver for our customers

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$1.8 billion budget

45 ICT systems

Understanding our touchpoints - complexity

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© PM-Partners group. All rights reserved 6

Opal puts the customer at the

centre of transport ticketing



GEOGRAPHIC SCALE OF OPAL COMPARED TO OTHER SMARTCARD ROLLOUTS

DOUG HOWE

OPAL IS THE SMARTCARD CUSTOMERS USE TO

PAY FOR THEIR TRAVEL ON PUBLIC TRANSPORT

Customers keep the

card and reuse it

every time they

travel.

Opal is

replacing

paper tickets.

Opal Geographic Footprint

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Key learnings and insights

WHAT WORKED FOR US

» Choosing a vendor that offered proven technology – and then

collaborating closely

» Working with operators in a partnership – from start to finish

» Progressive rollout – one mode at a time, one product at a time

» Asking our stakeholders how we were doing – whether or not

we liked the answer!

» Strong program management – focus on people, not just

technology

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PEARL CONSORTIUM

» Led by Cubic Transportation Systems – global and local experience

» With Parkeon, CBA, Downer EDI, ePay

DESIGN, BUILD, OPERATE AND MAINTAIN MODEL

AUGMENTATION

» Internal expert team supplementing Consortium capabilities

» Collaborative approach for testing and implementation

» Independent Certifier to ensure the Program delivered obligations in

the Contract Deed

Proven Vendor

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» Inclusion from the requirements stage all the way through

» Funding support for business readiness, implementation and operational

support

» ETS funded support across change dimensions (process development,

capability building, training, communication, infrastructure change, operational

support)

» Operator Executives part of governance structure

» Strong support to ensure continuity of business operations

Harbour City Ferries

Sydney Trains

NSW TrainLink

State Transit buses

16 private bus operators

Transdev Light Rail

Transport Operator Partnerships

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PROGRESSIVE ROLLOUT BY:

» Mode

» Product

» Acquisition channel

BENEFITS:

» A smoother change for customers

» Continuous improvement

» Operator readiness

» Proactive management of hiccups

SCHEDULE RESPONSIVENESS

» Accelerated ferry rollout

» Accelerated train rollout

Progressive rollout

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Stakeholder Feedback

OVERALL CUSTOMER

SATISFACTION

OVERALL STAFF

ACCEPTANCE & READINESS

» Conducted regular stakeholder and customer engagement to track our

progress

» Ensured we listened to Operator concerns and provided escalation paths

» Customer and Operator feedback measured at regular intervals

» Results used as ongoing continuous improvement

AND THE RESULT?

8.21 10 1 108.1

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Strong Program Governance» Clear governing structure, reporting and escalation channels

» Committed and available Sponsors including Minister

» Dates that were not allowed to move

» Effective decision making

› Materials tailored for the audience

› Agile, risk based approach

» Clear accountability

» MoU’s defined obligations for Operators and ETS

» Strong Program leadership

» Heavy emphasis on collaboration

» TfNSW team of all contractors and specialists in their fields

» Relentless focus on controlling and managing complexity

» Effective Media and Public Relations management

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Strong Program Governance – Programme Controls

Operations &

Service

Management

ETS Programme

Management Plan

Safety &

Environment

Management

Programme

Financial

Management

Schedule

Management

Programme

Status

Reporting

Legislative &

Regulatory

Management

Contract

Management

Programme

Governance

Implementation/

Delivery

Management

Benefits &

Modelling

Management

Resource

Management

Programme

Services

Solution Design,

Contract

Management

Implementation

Management

Scope and

Deliverables

Management

Pro

gra

mm

e M

an

ag

em

en

t M

eth

od

olo

gy

Security

Management

Solution

Design and

developmentPrivacy

Management

Compliance

Customer

Experience

Management

Operator/TfNSW

Transition

Management

Operations

Management

Assurance

& Audits

Procurement

Management

Opal Revenue

Management

Business

and

Stakeholder

Readiness

CED Product

Development

CED Marketing &

Communications

Customer

Experience

Testing

Verification

Quality

Management

Change Request

Management

Risk

ManagementIssue

Management

Records

Management

& GIPA

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Strong Program Governance LEADERSHIP TEAM

Programme Services glues the whole Programme together

‘This Program marches to the beat of a drum and

Trish Stockton is the drummer’ – Greg Ellis

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Program Services

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Fit for Purpose Controls

Controls needed to be:» Pragmatic

» Adaptable and always cognisant of the business context – sufficient control without being bureaucratic

» Supported by easy to use tools and low administration

» Readily usable by anyone recruited

» Suitable to a 5 year Program of Work not necessarily an ongoing Portfolio of projects

» Well understood with clear accountability

» Auditable

» Regularly assessed, improved and adjusted where required

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Key learnings and insightsKEY CHALLENGES» Applying effective Project level and integrated scheduling in

fast paced environment

» Managing an effective decision making pipeline across a vast

number of key impacting technical, strategic and policy

considerations

» Working with simple tools suited for a single Programme

delivery

» Always looking into the future to remove potential blockages

across all aspects of the Programme

» Continuous improvement to adapt to changing direction of

project

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Success and Awards!Winner 2013 – Three major design awards

including the Powerhouse Museum Design

Award for the free standing Opal card reader

Winner - 2014 – Opal card project won

the 2014 SMART Infrastructure Award

from Infrastructure Partnerships Australia

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Winner 2015 – Sydney Design Awards for

Opal Revenue Protection Mobile Application



2014 NSW Premier’s Award, Building and Infrastructure

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Thank you

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Sydney (Head Office) Melbourne Office Singapore

Level 2, Bank of NSW House

228 Pitt Street

Sydney NSW 2000

Phone: 1300 70 13 14

Rialto South Tower

Level 27, 525 Collins Street

Melbourne VIC 3000

Phone: 1300 70 13 14

Level 39,

Marina Bay Financial Centre

Tower Two

10 Marina Boulevard

Singapore 018983

Phone: +65 6818 6074

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Opal Transformational PMO - PM-Partners group · 2015-10-01 · » Tickets were purchased at time...

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