15 Nov 2008: SEQ: Go card, another day, another issue ?

[ozbob]

Media Release 15 November 2008

SEQ:  Go card, another day, another issue ?

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has been approached by 'Mr Frustrated' who has a particular problem with the Go card charging incorrect fares when he travels by rail from Dutton Park to Corinda via Tennyson.  Mr Frustrated has turned to RAIL Back On Track for assistance as he has not had any satisfactory response from anyone connected with the Go Card.  Every trip he makes via Tennyson he is overcharged and must ring up for a balance adjustment.  This is further evidence of the flawed nature of the roll out process for the go card.

Robert Dow, Spokesman for RAIL Back On Track said:

"Mr Frustrated's experience with the go card is of real concern to us.  His train trip from Dutton Park to Corinda Via Tennyson results in overcharges on Go Card. The Go card charges him 3 zone $2.72 and it should charge 2 zone $2.32. Mr Frustrated has informed Go Card operators, Go Card supervisors, station masters and even ticket inspectors and all with no luck over the year.  If he purchases a paper 2 zone ticket it is $2.90 so that's not an option either.  He also has stated that he has spoken to supervisors at Go card and they are aware of the problem however they have no reasonable solution to offer him."

"Mr Frustrated  has been told that MOST journeys between these two stations are 3 zone trips and the system cannot differentiate the shorter direct service which operates mornings and afternoons.  He has to ring up after every trip and endure the lengthy refund process to seek adjustment."

"What?  Is the Go card a non-smart card?  Or it is a reflection of a poor programming base and system design?  Or does the Go card administration work on the apparently already demonstrated principle that if we ignore the issue it might Go away?"

"Here is a possible solution to the problem.  One would have hoped that for the roughly $150 million expended by taxpayers that the system would function correctly."

"It should be possible to add a simple length of time algorithm for journey.  For example it takes a minimum of around 40 to 50 minutes to go from Dutton Park to Corinda via Roma St.  If the system sees a trip from Dutton Park to Corinda in around 15 minutes or so, it is then clear that this is via Tennyson and correct fare is a two zone fare. This could be set up in a simple database table for all zones 2 and 3 stations on the western and southern lines, so by looking at the length of time the journey took this would then direct the correct fare deduction."

"It is highly likely that we may well see increased rail services via Tennyson and even loop services in the future. It therefore needs to be addressed now!"

"Smart card, smart state?"

Contact:
Robert Dow
Administration
admin@backontrack.org

[dwb]

Blah blah blah, Bob all this bad press you're generating is achieving little and boring the hell out of me and seems to be driven mostly by an interest in slinging mud on the current government in the lead up to an election.

I do realise that you've attempted to determine a solution however the overall tone of the announcement along with the zillion or so posts on the forum in the last week aren't really contributing all that much.

Comparing the Go card implementation to similar systems in Melb and Syd, Brisbane is a stunning success. Yes there are still issues with fading screens, badly designed GUI, non beeping equipment, power failures, clock inconsistencies and inflexible fares. Talking about these issues again and again seems to add little to the debate, especially with the often overly emotional language you are using.

It would seem to me Mr Frustrated would have never have been able to buy a ten trip saver as these were confined to buses anyway. Therefore he's still getting a discount to what he was paying before with 20% off 3 zones costing less than a full priced 2 zone ticket. He should quit his whinging and deal with it.  He may be paying an extra 40c ($2.72 rather than $2.32) but this is still 18c cheaper than the old price of $2.90.  If Mr Frustrated makes this trip often and is so highly concerned he should investigate buying a rail ticket like a quarterly QR ticket.

Life is all about priorities. Do you think it is more important the non-beeping machines are fixed or this network design anomaly is correctly calculated?! Which affects more customers? Which is more serious?

I know I would certainly prefer the Cubic team to be working on the programming to resolve the more serious issues that affect more users first. I also know I would prefer Translink customer representatives to be dealing with serious complaints rather than silly issues like this - for instance the recent incident I had where a driver physically threatened me.  Does Mr Frustrated not realise that if he calls 131230 every time he is charged 3 not 2 zones he's probably just spent 25c trying to recover 40c. Does this seem logical.  This may not make it "right" that the system is charging for routing via the City, but like I said before, deal with it, life is full of priorities!  I am fairly sure that in the ticket conditions in London, many trips are calculated as travelling via zone 1 even if they don't. Having a similar disclaimer here would seem to offer an intermediate solution to this reasonably small design flaw.

[ozbob]

Blah blah blah, Bob all this bad press you're generating is achieving little and boring the hell out of me and seems to be driven mostly by an interest in slinging mud on the current government in the lead up to an election.

Not at all, we are an advocate for commuters.  It is essential that the system be made reliable for all users.  We don't have to respond to all situations however in this case support for Mr Frustrated is the least we can do, particularly in view of the long history of attempts to get the matters addressed.  Mr Frustrated has been on radio with this issue as well.

This issue is very important to Mr Frustrated and he has turned to us for help.  Help which I am happy to give as able.  It is not that difficult to fix and will have long term implications as more services start to utilise the Tennyson line which is on the cards as well. So well worth highlighting.

The problems you describe ("there are still issues with fading screens, badly designed GUI, non beeping equipment, power failures, clock inconsistencies and inflexible fares") are also driving much of the negative feedback we are receiving.  I have consistently reported good outcomes as well for my go card use, not many others do!  I have many times publicly (radio and newspapers) actively encouraged use and uptake of the go card, and have always suggested users register their cards to avail themselves of the online management facilities.  I have no regrets on either highlighting the good or the not so good aspects of the go card and will continue to do so. 

Channel 7 have contacted me and I explained the problems with non-beeping machines and design issues earlier today.  You need a hook to get people interested.  This is the way it works.  We are not going to sit back and pretend all is well when it is not.  I also pointed out the many positives too.  I think we are doing reasonably well to get the issues raised.


There is a go card education campaign being launched today and I have been very positive about that, more to come.
This is no doubt in response to feedback from the user community both publicly and privately. 
New fare structures are on the horizon.  Again driven by feedback.

The fact is DWB we are getting a lot of feedback of problems.  That is what a community group responds too.  If you check through the history here when things are right we damn well say so too.

You were rightly concerned with the go card advertising issues.  Mr Frustrated is concerned with his issue.  I don't make judgements I just get on with it.

No worries.

Cheers
Bob

[ozbob]

By the way, sorry to read of the incident where you were threatened Dwb! 

There is an AC Nielsen survey underway on the go card.  If you are in Your Voice you might get one.

Cheers
Bob

[dwb]

ok fair enough, sorry i just got a little frustrated.

yes i've already done the current acnielsen survey, I believe it was at least in part driven by my own quiet non-media focussed contributions (http://www.scribd.com/doc/8001700/Fair-Fares-Survey-Analysis).

the survey is promising, however many of the products they describe are still too inflexible, overpriced or inadequate and do not respond to the diversity of users out there. i hope they get some good feedback and further review where they are going with the fares strategy by engaging with the community in an open and transparent fashion, rather than simply a behind closed doors market research approach.

[ozbob]

Thank you!  No worries.  I agree DWB your survey was and is an excellent contribution to the arguments for improved fares and has had an impact.  Well done!

I have seen a number of private letters and submissions on the go card, and we have ourselves had meetings etc. which are not made public as such (members forum).  There are two arms - private and public.  Both are essential parts of the democratic process to endear positive change.

I would like to see the ACN survey made available to all via the TransLink web site.  Maybe the ACN is a survey pilot for that?

The bottom line is that at least now we can see clear tangible evidence that concerns of many go card users are starting to be listened too and actioned.  This is a good thing!  I was told by the TTA a number of months ago that they would look at the refund process and fare structures, amongst other things, so at last we appear to moving forward now. 

The appointment of the new CEO for the TTA was a drawn out process and they have recently appointed a Manager Go Card operations. These appointments may allow some more rapid decision making processes to occur and improvements all round.  All good!

Cheers
Bob