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SA Public Transport Services Division

SA Public Transport Services Division

Date: 26 November 2013
Category: CRM

Overview

The Public Transport Services Division (PTSD) within the Government of South Australia’s Department of Planning, Transport and Infrastructure is responsible for Adelaide’s extensive public transport system. Adelaide Metro services include bus, trains and trams throughout the greater metropolitan area for 200,000 travellers per day and 66 million trips per year.

The Division’s Customer Experience & Innovation Directorate manages customer interactions, feedback and experience for all public transport, which also extends to taxis and access cabs.

Industry

  • Government

Challenges

  • Multiple customer interaction channels and storage silos
  • Manual and recurring business processes
  • Contractual obligations to bus service providers to centralise customer databases
  • Lack of clarity in roles and responsibilities
  • Reporting inconsistent, limited and time consuming

Solution

  • Scalable and flexible to meet PTSD strategic deliverables
  • Value for money
  • Strict security and data sovereignty compliance

Results

  • Access to centralised, single source of truth
  • Reliable, consistent customer responses
  • Automated workflows
  • Reporting, KPI and trend capabilities