annual report 2011â12 - Parliament of New South Wales - NSW ...
annual report 2011â12 - Parliament of New South Wales - NSW ...
annual report 2011â12 - Parliament of New South Wales - NSW ...
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Meeting growing<br />
demand for public<br />
transport information<br />
More than 37 million requests for<br />
transport information were received<br />
as customers planned trips, checked<br />
timetables, viewed routes and<br />
accessed ticket information. This is<br />
an increase <strong>of</strong> 18.5 per cent over the<br />
previous year, principally on-line.<br />
Every second there were 1.18<br />
requests for trip planning<br />
information from the Transport Info<br />
131500 service. The 131500 website<br />
alone handled more than 31 million<br />
information transactions and<br />
produced more than 50 million trip<br />
plans and maps for customers. More<br />
than 118,000 people downloaded<br />
the Android and iPhone Transport<br />
Info application. They executed<br />
more than 3.8 million trip plans.<br />
The Transport Info 131500 service<br />
includes the www.131500.com.<br />
au website, mobile website<br />
mobile.131500.com.au, Android<br />
and iPhone applications, Interactive<br />
Voice Recognition service and the<br />
131500 call centre. Customers also<br />
view current service information<br />
from Transport Info 131500<br />
Twitter accounts @131500trains,<br />
@131500buses and @131500ferries.<br />
There are more than 12,000<br />
followers <strong>of</strong> the Twitter accounts.<br />
Further improvements to customer<br />
information are being made through:<br />
• Continued support <strong>of</strong> third party<br />
information sharing through the<br />
supply <strong>of</strong> weekly public transport<br />
data through the Public Transport<br />
Data Exchange program. The<br />
program supports more than 100<br />
subscribers who have used the<br />
data Tf<strong>NSW</strong> supplies to produce<br />
public transport websites, mobile<br />
websites and applications<br />
• Consolidating public transport<br />
information from Sydney<br />
Ferries into Transport<br />
Info 131500 to provide a<br />
one-stop-shop for customers<br />
It remains a priority for Tf<strong>NSW</strong><br />
to use new technologies to make<br />
public transport information more<br />
widely available, especially as more<br />
people are turning to the internet for<br />
information. A major review <strong>of</strong> the<br />
future customer information strategy<br />
was completed. It will inform the<br />
development <strong>of</strong> further initiatives<br />
to meet the growing demand for<br />
public transport information.<br />
Customer information requests (Transport Info application introduced 2010)<br />
2009–10 2010–11 2011–12<br />
Transport Info 131500 requests for public transport information<br />
131500 website visits (sessions) 18,957,629<br />
IVR and calls to call centre 3,916,197<br />
Total 22,873,826<br />
Transport Info 131500 requests for public transport information<br />
131500 website sessions 27,718,301 31,213,771<br />
Mobile website sessions 195,804 233,455<br />
iPhone and Android app usage 309,480 3,825,586<br />
IVR calls resolved for public transport information 678,040 772,664<br />
Calls to call centre 1,503,349 1,280,186<br />
Total 30,404,974 37,325,662<br />
Transport Info 131500 feedback<br />
Feedback emails 33,119 31,451<br />
Feedback calls to call centre 90,658 96,059<br />
Total 123,777 127,510<br />
22<br />
Transport for <strong>NSW</strong> Annual Report 2011–12
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