Seven months after the launch of the MyWay+ ticketing system in Canberra, functionality issues still plague commuters, prompting an inquiry into its rollout. The ACT parliamentary committee, tasked with examining the procurement and implementation of the new public transport ticketing system, faced delays due to a high volume of evidence and ongoing concerns about usability, accessibility, and cybersecurity.
Committee chair Jo Clay highlighted that communicating about MyWay+ as a “minimum viable product
” could have managed expectations better on launch day. She emphasized that rushing to deliver all expected features at once may not have been realistic. This was echoed by Transport Minister Chris Steel who admitted, “
Some elements were not as ready as they could have been.
”
Despite efforts to address initial issues post-launch, commuters continue to face challenges with the MyWay+ system. Some users shared their frustrations over malfunctioning readers leading to unintended free trips. One commuter sarcastically remarked, “
MyWay+ is the best! I’ve had endless free travel!”
The inquiry also delved into concerns regarding communication lapses and contract issues with NEC Australia, the system’s provider. Delivery milestones were reportedly delayed after signing the contract. Mark White from Transport Canberra acknowledged that certain functionalities including disability compliance were yet to be completed.
Mr. White explained that aspects like data systems and enhancements for managing transport operations remained unfinished due to ongoing discussions with providers about completion timelines and potential penalties for delays. Despite these setbacks, he reiterated confidence in the decision to launch MyWay+, emphasizing its long-term benefits for public transport users.
The committee continues its investigation without a set deadline for reporting back to the Assembly as it navigates through submissions from various stakeholders including government officials, contractors, and affected commuters.
As Canberra grapples with resolving these teething problems surrounding MyWay+, residents remain hopeful that a smoother public transport experience is on the horizon despite current challenges in implementing this innovative ticketing solution across the city’s transportation network.
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