Transport NSW puts the customer at the centre of policy design and services to deliver innovative, seamless and integrated transport systems across the state. The Cluster is working to digitise internal processes and customer engagement services, simplifying vehicle transactions and ticketing services. Transport is delivering improved customer service through intelligent, data-driven traffic and congestion management services, simplified identity management for customers, and effective feedback loops that inform service delivery.

Rodd Staples
Cluster: Transport
Projects: 11
Secretary: Rodd Staples
Position: Secretary, Transport NSW

Project Stories

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  • Single View of Customer

    Investment Level: $5M

    A customer identity management solution is to support a single transport identity allowing access to services such as Opal, Regional Train Bookings and Bike Locker Access.

    The solution will enable single sign on to all of transport's…

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  • Single View of Customer

    Investment Level: $5M

    A customer identity management solution is to support a single transport identity allowing access to services such as Opal, Regional Train Bookings and Bike Locker Access.

    The solution will enable single sign on to all of transport's…

    Learn More
  • Website Integration

    Investment Level: $13.5M

    This is an ongoing series of initiatives aiming to consolidate websites across the transport cluster onto a core set of strategic web channels.

    This includes delivery and ongoing feature enhancements on transport.nsw.gov and Web Target…

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  • Website Integration

    Investment Level: $13.5M

    This is an ongoing series of initiatives aiming to consolidate websites across the transport cluster onto a core set of strategic web channels.

    This includes delivery and ongoing feature enhancements on transport.nsw.gov and Web Target…

    Learn More
  • Intelligent Congestion Management Program

    Investment Level: $123.1M

    Intelligent Congestion Management Program (ICMP) will deliver a multi‐modal, proactive network management platform, leveraging emerging technology and predictive analytics to deliver more reliable journeys for our customers leading the planning…

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  • Intelligent Congestion Management Program

    Investment Level: $123.1M

    Intelligent Congestion Management Program (ICMP) will deliver a multi‐modal, proactive network management platform, leveraging emerging technology and predictive analytics to deliver more reliable journeys for our customers leading the planning…

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  • Dwell Time Analysis

    Investment Level: $450K

    A customised mobile application for frontline staff  to capture Dwell Time data will facilitate communication. The captured data would facilitate better decision making.

  • Dwell Time Analysis

    Investment Level: $450K

    A customised mobile application for frontline staff  to capture Dwell Time data will facilitate communication. The captured data would facilitate better decision making.

  • Safety Audio Assessments

    Investment Level:

    Provision of a digital platform for staff to assess safety audio processes and material.

    Facilitation of greater data for subsequent analysis.

  • Safety Audio Assessments

    Investment Level:

    Provision of a digital platform for staff to assess safety audio processes and material.

    Facilitation of greater data for subsequent analysis.

  • Customer Feedback Channels and Property Acquisition System

    Investment Level: $9.7M

    This initiative seeks to establish a program of work to deliver four (4) main scope areas:
    1. Centre for Property Acquisition CRM – enables full compliance with cabinet decisions in relation to all 19 recommendations in the Property…

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  • Customer Feedback Channels and Property Acquisition System

    Investment Level: $9.7M

    This initiative seeks to establish a program of work to deliver four (4) main scope areas:
    1. Centre for Property Acquisition CRM – enables full compliance with cabinet decisions in relation to all 19 recommendations in the Property…

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  • Service Alerts and Disruption Notifications

    Investment Level: $7.7M

    This initiative will identify customer experience issues with customer service notifications and propose opportunities to improve our real time communications to customers during times of disruption.

    This project is part of the Customer…

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  • Automation and Social Media

    Investment Level: $10.2M

    The Automation and Social Media stream is implementing increased automation across our service channels to help drive down calls to the contact centre while simultaneously offering an improved customer experience.

    This initiative is…

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  • Automation and Social Media

    Investment Level: $10.2M

    The Automation and Social Media stream is implementing increased automation across our service channels to help drive down calls to the contact centre while simultaneously offering an improved customer experience.

    This initiative is…

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  • Opal Travel App

    Investment Level: $7.8M

    The Opal Travel App is being enhanced to support improved customer experience around trip planning, disruption notifications and customer feedback submission.

    Using Agile delivery models a continuous stream of user experience improvements…

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  • Opal Travel App

    Investment Level: $7.8M

    The Opal Travel App is being enhanced to support improved customer experience around trip planning, disruption notifications and customer feedback submission.

    Using Agile delivery models a continuous stream of user experience improvements…

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  • Transportnsw.info Website

    Investment Level: $13.5M

    The transportnsw.info web site is a key customer channel for transport information on events, timetables, service alerts and trip planning.

    An ongoing stream of enhancements is in plan for this web site to support cluster initiatives such…

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  • Transportnsw.info Website

    Investment Level: $13.5M

    The transportnsw.info web site is a key customer channel for transport information on events, timetables, service alerts and trip planning.

    An ongoing stream of enhancements is in plan for this web site to support cluster initiatives such…

    Learn More
  • Voice Consolidation and Digital Adoption

    Investment Level: $9M

    This initiative is driving contact centre consolidation for the 131500, 131700 and NSW Train Link contact centres. This includes standardising our contact centre platforms as well as a greater leverage of Service NSW contact centres.

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  • Voice Consolidation and Digital Adoption

    Investment Level: $9M

    This initiative is driving contact centre consolidation for the 131500, 131700 and NSW Train Link contact centres. This includes standardising our contact centre platforms as well as a greater leverage of Service NSW contact centres.

    Learn More