Go card readers obviously not suited to outside locations

[Mozz]

The state of go card readers at Oxley station is appalling. It is obvious to everyone using this equipment that it is patently not suited to any location which is subject to sunshine or rain. Unfortunately that describes the platform environment of every railway station platform on the citytrain network bar three.

I would suggest the most common issue is screen readability for those card readers currently deployed (probably in the hundreds) exposed to direct sunlight and rain, closely followed by ingress of moisture with both issues causing the already micro screen to be quickly become unreadable.

What causes the audible beep/s to stop working is anyones guess, but this too is a regular issue.

Time and time again I see commuters not sure of whether they have touched on or touched off because of unreadable screens and/or lack of audible beeps.

Given the patent, obvious and systemic issues with these devices I recommend a system of replacement whereby each screen or actual card reader is replaced every month. I was going to suggest every two months but I don?t know if a new screen, particularly those in direct sunlight would last two months before becoming unreadable.

This replacement framework should ensure that commuters are not left open to the possibility of a $200 fine for fare evasion or software imposed penalty for non touching off at the end of a journey because the screen could not be read and the audible beep was not working.

Unfortunately the cost of this replacement program is significant but that?s what happens when equipment not fit for purpose is deployed.

[ozbob]

I checked out the readers east plat 3 Oxley, screen deteriorating no beeps, east platform 1/2  screen not readable at all again this morning.  I have also observed folks going over the foot bridge from plaforms 1/2 to platform 3 to find reader that they can use ...

All these devices must be fixed, taxpayers have paid close $200 million dollars for this poor equipment.  It is time TransLink held whoever is responsible for this farce to fix it.

[ozbob]

This is the reader on platforms 1/2 Oxley as it was on the November 12.  No change.



Photograph R Dow 12th November 2009

[ozbob]

This is stating the obvious however, folks who are poor of vision do ideally need to hear the beeps to confirm touch status.  Folks who are poor of hearing do need to be able to read the screens to confirm touch status.    Then there is the issue, folks who are poor of vision and hearing what will they do?

Once paper ticket goes entirely (end of 2010), and even with the considerable financial impost with effect Jan 4 2010 it is going to very difficult.  Also have some concerns with passengers being fined for fare evasion due to faulty equipment, in that users not sure of what their touch state actually is ...  no fault of the user is it?

[ozbob]

Just had a phone from a go card user who because of a missed touch was giving a warning notice.  The TO told the user basically you should have made sure the gate you used was not an open one (" those gates are unrealiable " allegedly said the TO ) although the user thought she touched on ok.  She is most upset about the matter and tends to pursue to the highest levels.

This is exactly what I was afraid of.  People being landed as potential fare evaders or worse still fined because of system faults.

This is not satisfactory.

[p858snake]

If theres a issue with the screen, wouldn't it be cheaper and better to not use them compared to replace them every month or two....

[ozbob]

The equipment is faulty.  Surely it should be fixed, how else can you use the go card!

[ozbob]

This morning the original post in this thread was read out on 612 ABC Brisbane and listeners invited to comment.

Interesting listener phone calls - listen -->  here!

Some problems indeed still with the go.

(Note: I have informed the station that a member made the comments not myself directly, although I do concur with the comments.  There was some confusion due to twitter format).

Thanks 612 ABC Brisbane Breakfast and Spencer Howson for raising this as an issue on the breakfast show.

[ozbob]

Channel 9 news also did a short report tonight.  Interviewed a number of commuters at Oxley and showed the equipment in a less than optimal state.

Thank you Channel 9 for highlighting this issue.

[ozbob]

Sent to all outlets:

26th November 2009

Greetings,

Yesterday some media in Brisbane highlighted some of the ongoing user problems with the go card.

RAIL Back On Track has been consistently pointing out the fact that go card equipment is often deteriorated particularly readers out in the sun and rain (e.g see this post 6th March 2008 http://backontrack.org/mbs/index.php?topic=486.msg2370#msg2370 ).  Additionally a failure of the audible beeps be it on bus, ferry or rail makes it difficult for users to correctly ascertain their touch status especially if the screen cannot be read because of deterioration, moisture or sun glare or because of poor vision.

What this simply means is that users are sometimes very confused and not sure if they have touched on or off as the case may be.  What is of major concern to us is then a go card user, genuinely travels believing they are in a touched on state is checked en route by a Transit Officer for  a ticket check with a mobile go card reader and it is determined that they are in a non-touched state.  This is essentially fare evasion under the legislation but it is doubtful if any court of law would convict a user under such circumstances in my opinion.

Only yesterday I was contacted by a distressed go card user who had this exact experience.  She had travelled using her card as she normally does but because of a touch failure she was detected as travelling in an untouched state.  She explained that she had "touched on' as always but was subsequently given a warning infringement notice by a TO.  She was extremely upset at being given a notice, particularly as she was a regular traveller, and had ample credit on her go card.  She was enraged that she was even considered to be a 'fare evader'.  She intends to pursue to the matter to the highest levels.

In view of the clear evidence on the Channel Nine news last evening of go card equipment that is not fit for purpose, it is essential that commuters are not forced to live in a constant threat of be labelled as fare evaders should there be a touch failure.  What are we trying do here?  

TransLink have had some time to sort out this mess but we continue to see problems all over.

Please fix the system so that commuters do not have to live in fear of being labelled as fare evaders and pay considerable sums of money as fines.

Please give a guarantee that go card users are not going to be given infringement notices for failings with the go card system.

This is now critical of course as fare cost increases in paper will force folks to use the go card, and the stated aim of phase out of all paper tickets by the end of 2010.

Best wishes
Robert

Robert Dow
Administration
RAIL Back On Track

[Mozz]

If TL are promoting 99.XXXX% uptime with respect to gocard equipment I would question the ability to know the actual state of the equipment. Commuter experience is not 99%.

A few suggestions to throw out there - for equipment at railway stations, have provide station staff with the ability to test the equipment and report any faults eg. unreadable screens or non audible beeps on a daily basis.

Provide station staff and also kiosk type devices on platforms or bus stations that allow gocard users to readily check their transaction history (even just the last few) to allow commuters to check their card status.

TL should provide instructions via a range of mediums on how to use the gocard and equipment eg what do the different lights mean, what do the different beeps mean, how to use the gocard gate system at large stations etc etc

[ozbob]

Indeed Mozz, excellent ideas too,.

Presently on board the 7.54am Gold Coast flyer (IMU121)  just left Park Road.  Watched the gates at Central for a while ..  some comments on Twitter

[ozbob]

Interview this morning with CEO TransLink 612 ABC Brisbane

--> Go Card readers unreadable and not beeping

[STB]

Interesting to hear that apparently the bus drivers can turn off the beeping if they so choose to.  While not a good idea from the passengers perspective, I can see why the drivers may want to do that, imagine having to hear the beeps every few minutes for 7 to 8 hours a day everyday.

[ozbob]

From the Brisbanetimes click here!

Translink reads the signs on weather-beaten Go Card machines

Translink reads the signs on weather-beaten Go Card machines
SCOTT CASEY
November 26, 2009 - 8:57AM

Translink has defended the efficiency of public transport Go Card readers, despite claims weather exposure is playing havoc with outdoor smart card "touch off" points.

Rail: Back on Track lobby group spokesman Robert Dow claims the machines are failing badly, with sun exposure rendering digital display screens unreadable and rain muting electronic beepers.

Callers to talkback radio this week have also complained the faulty readers make it impossible to know when commuters have touched off when finalising trips.

"(We have) been consistently pointing out the fact that Go Card equipment is often deteriorated particularly readers out in the sun and rain," Mr Dow said.

"A failure of the audible beeps be it on bus, ferry or rail makes it difficult for users to correctly ascertain their touch status, especially if the screen cannot be read because of deterioration, moisture or sun glare or because of poor vision."

This morning, Translink CEO Peter Strachan said he was satisfied the overwhelming majority of machines were working.

"What we've got is a system we have really tried and tested over many, many months to make sure we get it right and fits the purpose and the environment," Mr Strachan told ABC Radio.

In a statement, Translink admitted it was aware of evidence of moisture penetration inside the screens of Go Card readers and would continue to monitor the situation.

Mr Strachan said Translink would be in contact with the company responsible for developing the Go Card reader technology, Cubic, to discuss possible improvements.

"We've asked [Cubic] to have a look and see if there are any modifications we can do to keep the water out or keep the sun out and we'll see if we can fix that up."

He said Translink was eager to make the sure the system worked flawlessly as it moved towards the 2010 deadline for the end of paper ticketing. 

"We'll look at every situation and make sure we've got it right ... because the main thing is that people feel confident in using their Go Card," he said.

"It's going to be the main form of ticketing after the end of next year."

He said the commuter public had embraced the Go Card, with 480,000 transport smart cards now in circulation.

"The number of complaints about Go Card usage and the number of people who have had to have a refund because we've got it wrong as opposed to the customer not using the system correctly has really dropped in the last few months.

"We're now down to six [adjustments] per 10,000 trips."

[ozbob]

He said the commuter public had embraced the Go Card, with 480,000 transport smart cards now in circulation.

Meaningless, the figure that is needed is how many cards are actually being used?  Many concession cards have expired and are reissued as well.  The last figures available actually show a decrease in the percentage of go cards trips relative to the number of cards.  This means that many former go card users have stopped using their cards - some  concession card would have expired, but many users have gone back to paper.  Clearly in January there will be a bump as punters try to save a few dollars.

In a statement, Translink admitted it was aware of evidence of moisture penetration inside the screens of Go Card readers and would continue to monitor the situation.

Mr Strachan said Translink would be in contact with the company responsible for developing the Go Card reader technology, Cubic, to discuss possible improvements.

"We've asked [Cubic] to have a look and see if there are any modifications we can do to keep the water out or keep the sun out and we'll see if we can fix that up

Translink were informed of the problems with equipment late 2007/early 2008.  In fact I was told early 2008 that a hood arrangement would be investigated for the readers out in the weather ...  

Equipment on the ferries/cats is not designed for a marine environment ...


This is beyond farce ...

The blog comments on the Brisbanetimes article are interesting.

eg.

The Go Card system is one of the worst systems I have ever seen with a poor HMI (human machine interface) and no means for the commuter to have confidence in the status of their fare.

In addition, reports of deterioration in the electronics is laughable at this stage in the evolution of electronics technology, and suggests inadequacies in critical areas of equipment and system design.

It also suggests a potential maintenance nightmare in a couple years time, resulting in an escalating series of system failures for the traveling public.

Further, Strachan's assertions that the public had embraced the system are hardly valid when there are no alternatives. Equally relevant are his comments regarding declining complaints which is hardly credible without surveying large groups of commuters. Further it would seem from other comments that there is little scope even to complain.

The scary part is the possibility of a card not being scanned. No one deserves this angst, nor the cost of fines.

So much for public transport?

Professional Electronics Engineer | Sunnybank Hills - November 26, 2009, 2:36PM

[Derwan]

"We've asked [Cubic] to have a look and see if there are any modifications we can do to keep the water out or keep the sun out and we'll see if we can fix that up."

This was corrected from, "We've asked [Mr Dow] to have a look....", hence my blog comment (based on the original).

I thought Mr Strachan was expecting Bob to come up with all the answers!

[ozbob]

Thanks for explaining that Derwan, I never saw the original article.

The comments on blogs, phone calls to talk back are very uniform.  It is not GOing well for some, and the equipment and system has to be fixed up.  The blunt spin and refusal to acknowledge the magnitude of problems are just another nail in the political coffin of the Bligh government.  They are seriously misreading the commuter angst out there.

The DDA (Disability Discrimination Act) Reference Group has not been approached concerning go card issues (according to a group representative).  This is kind of incredible.

The issue as to what others who for various reasons are unable to properly access the GO card system is important.  Why should they have to pay the additional penalty for paper from 4 Jan 2010 and what will they do post paper?

Hmmm ....

[ozbob]

Media Release 27 November 2009

SEQ:  go card system needs urgent work

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 called for the defects in the go card system to be fixed.  Additionally urgent consideration be given to the introduction of a daily fare and a periodical ticketing option for the go card.

Robert Dow, Spokesman for RAIL Back On Track said:

"RAIL Back On Track has long supported the go card simply because of the overall improved efficiency gains that can be realised with a high uptake."

"As we are on the threshold of a punitive fare price increase in paper ticketing from January 2010 with the eventual removal of all paper ticketing by the end of 2010 it is essential that the go card system be fixed as commuters move to the go card.  There are problems with equipment that is failing, screens on a lot of the touch devices on railway stations have deteriorated such that essential information for the user is unable to be read.  Additionally the beeps are often not heard either due to failure or background noise."

"Similar problems are experienced on the buses.  Equipment is hard to read and use even for experienced users.  Failures are frequent and the beeps are often missing. It has been suggested that bus drivers can de-activate the beeps - the beeps are needed for confirmation of successful touches for many commuters."

"Many railway stations have insufficient go card readers.  Lengthy queues already form at peak times with only around 30% of passengers using the go card!  How much worse this will be unless sufficient equipment is put in place.  RAIL Back On Track members have identified a number of railway stations that need more equipment for touching on and off (1)."

"It is not unreasonable we believe for TransLink,  who is in actual fact the custodian of the taxpayers investment in the go card system to demand the contractor to fix the defective equipment. We have identified the problems since early 2008."

"What is the contingency plan for allowing citizens who are not able to use the go card the ability to access public transport once all paper tickets removed?  Many elderly citizens have poor visual acuity and will struggle to use the system.  Other citizens may have cognitive or other issues that prevent them from using the system. Why should commuters who are not able to use the go card system cop a financial penalty from the 4 January 2010?  What will they do when paper tickets are removed at the end of 2010?"

"Despite the spin, there is a significant learning curve with the go card for many users and in some cases it will be extremely difficult for some to use the system without copping serial fixed fare penalties with the current state of the system."

Reference:

1.  Please indicate rail stations that need more go card readers http://backontrack.org/mbs/index.php?topic=2882.0

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

The go card readers east platform 3 and platform 1/2 Oxley have had new screens fitted.

[p858snake]

If theres a issue with the screen, wouldn't it be cheaper and better to not use them compared to replace them every month or two....

The equipment is faulty.  Surely it should be fixed, how else can you use the go card!

By that I was meaning that it should be better to use another type of screen since the current product being used isn't suitable for the Australian weather conditions.

[ozbob]

Yes,  that makes sense.  Clearly the station readers need weather proofing.  I think armour plate glass in the screens would be better than plastic stuff.  

Not sure about the stuff on the ferries, obviously not designed for an open marine environment either ... a report today of a reader on a CityCat with a bag over it ....

[nocost]

This Go system has also been failing in all the other cities its been leased to. Yes we have paid $500m. just to rent it! Google Britians "Oyster Card" for examples. These failures are calculated to cost millions to "maintain". We are part of a sad con being played on the Qld government, and we are expected to pay for it. Write to Transport Minister Rachael Nolan and the Premier.

[SurfRail]

Bump - this topic has been referred to in the article linked below.  Less than salutary comments about the SACID design:

http://www.designnews.com/author.asp?section_id=1367&doc_id=234855&piddl_msgid=482478#msg_482478

[ozbob]

LOL  We stand vindicated!!   Hurrumph!!!

Well done Design News!!

[Fares_Fair]

LOL  We stand vindicated!!   Hurrumph!!!

Regards,
Fares_Fair.

[ozbob]

All this makes an updated conditions of use for the go card even more pressing.  Informed sources tell me revised conditions of use of the go card are not too far away ...



Footnote:  My late beloved Grandpa (same Grandpa that had me hugging the dome of the E class at Newport when I was three years old, what a good man :-) ) always said, patience Robert, patience ....  life in the Sunshine State gives us all a sense of patience, don't you think?? 

[ozbob]

Here I am ... 3years 6 months old about to drive my favourite loco at the time .. LOL     E 371 Newport



Photograph P G Dow 1954

[ozbob]

Further footnote:  Such was the high regard I held for E371, I was prone to wag school and head to Newport to take part in the day's shunt duties in later childhood years.  I used to have a hard time explaining to Mum where the black stuff (soot, coal stains etc) came from on returning home. I used to say it was from the brown coal trains passing through  the stations ...  Ha!! (Mum didn't realise that they were hauled by L class electrics, no matter ...  ).

[colinw]

Bob, you had a PRIVILEGED childhood.     Such wonderful memories.

My best childhood rail memory: Toowoomba to Sydney on the Sydney Mail.  Change at Wallangarra after a lovely dinner of lamb chops with mint sauce in the RRR.  I was 5, it was Christmas 1971, and a few weeks later the Sydney Mail via Wallangarra vanished forever into the history books.  To this day I cannot travel the New England Highway and see the remains of the old Main North next to the highway without being overcome by a deep feeling of sadness mixed with nostalgia (even if closure of that very windy & steeply graded line is quite understandable).

[ozbob]

Thanks Colin, I was fortunate to see railways at its best at that time.  The best times are coming again ...

Another shot, colder day ... lol  Overcoat on the little man. The other boy is my Uncle Malcolm (younger brother of my father, who was in the Airforce).



Photograph P G Dow 1954

Same locomotive.  I actually drove this locomotive in my late primary years (under the kind tutelage of the crew of course), shunting locos and wagons. Fancy doing that today with all the safe working and things that go on today ...  

[ozbob]

I have been to Wallangarra by rail.  It has some great memories too.

[ozbob]

Hold on, we seemed to have digressed a little here  .  Thanks Mozz for highlighting the issues with the go card readers. Sadly the issues do remain, BUT we have the pilot readers at Oxley these days. Maybe in time we will have a better deal.  

[O_128]

Hold on, we seemed to have digressed a little here  .  Thanks Mozz for highlighting the issues with the go card readers. Sadly the issues do remain, BUT we have the pilot readers at Oxley these days. Maybe in time we will have a better deal.  

Why can't we just have what melbourne gets?

[Set in train]

Footnote:  My late beloved Grandpa (same Grandpa that had me hugging the dome of the E class at Newport when I was three years old, what a good man :-) ) always said, patience Robert, patience ....  life in the Sunshine State gives us all a sense of patience, don't you think?? 

Sounds a very wise Grandpa Ozbob. Patience definitely required in Qld, something that the many Queenslanders who don't venture outside the state for business or holidays don't seem to notice as they're used to this pace.

[Set in train]

Hold on, we seemed to have digressed a little here  .  Thanks Mozz for highlighting the issues with the go card readers. Sadly the issues do remain, BUT we have the pilot readers at Oxley these days. Maybe in time we will have a better deal.  

Why can't we just have what melbourne gets?

We're Queenslanders, the state collectively isn't smart enough to vote for the right politicians over many generations now.

[dwb]

We're Queenslanders, the state collectively isn't smart enough to vote for the right politicians over many generations now.

Still we manage to have a highly reliable system operating when Melbourne can't... so it's not all bad.

Although I did laugh when I saw this press release from Cubic... are they really saying playing video on a screen is next generation?! lol

http://www.marketwire.com/press-release/cubic-integrates-video-interface-in-next-gen-ticketing-machines-nyse-cub-1581548.htm

November 03, 2011 07:00 ET
Cubic Integrates Video Interface in Next-Gen Ticketing Machines
Enhancements Deliver Richer Customer Experience, Added Revenue Opportunities for Transit Agencies
SAN DIEGO, CA--(Marketwire - Nov 3, 2011) - Fare cards aren't the only products that Cubic Transportation Systems' self-service ticketing machines are delivering now that the company has integrated high-resolution video displays in its next-generation machines for public transit. According to the company, a subsidiary of San Diego-based Cubic Corporation (NYSE: CUB), transit agencies will be able to offer video advertising, information, marketing, direction maps and other messages directly at the point of purchase, adding a new channel for high-traffic generating agencies to attract additional revenues, as well as to get more useful information in front of customers.
"The technology for this enhanced display capability has reached a level of stability and pricing that we can offer it to customers either as an option for upgrading their existing Cubic ticket machines, or as a new device altogether for a new customer," said Pradip Mistry, Vice President of Engineering for Cubic Transportation Systems, Inc. "Transit is used by millions of people every day, and with our products serving as the primary 'touch point' for these customers to purchase and pay their fares, this enhanced capability helps to drive more useful information in real time."
The new video display will be two times larger than Cubic's current display, with multi-touch capability allowing customers to zoom in and out, similar to how smart-phone touch technology works. When touched by a customer, the screen automatically launches the user interface for purchasing or adding value to a fare product. After a pre-set period of inactivity, the screen defaults to the advertising or other informational screens defined by the transit agency. As an option, Cubic can integrate a 3D display delivering amazing imagery that can be viewed without the need for special glasses.
"Our clients want to engage their customers on par with everything else in their digital lives, and we are enabling them to touch their customers that way," said Mistry.
Cubic has integrated more than 4,200 ticketing machines in transit properties in North America, the United Kingdom and Australia, including agencies in New York, Florida, Los Angeles, Minneapolis and Brisbane.
Cubic Corporation is the parent company of three major business segments: Defense Systems, Mission Support Services and Transportation Systems.

[colinw]

Hold on, we seemed to have digressed a little here  .  Thanks Mozz for highlighting the issues with the go card readers. Sadly the issues do remain, BUT we have the pilot readers at Oxley these days. Maybe in time we will have a better deal.  

Why can't we just have what melbourne gets?

We're Queenslanders, the state collectively isn't smart enough to vote for the right politicians over many generations now.

What, and NSW and Victoria are?

Seriously - wherever you go in the world you hear the same complaint about politicians (except in the countries where you would get arrested/shot/something worse for complaining). QLD, and indeed the whole of Australia, is a whole lot better run than many, no, most places in the world..

Still doesn't make our public transport policies sensible 'though, something we share in common with basically the entire English speaking world.

[somebody]

Given the clowns we generally have to choose from, I can't think of a choice which has been made which I regret in hindsight.

[aldonius]

Holy mother of thread necromancy, Batman!

Anyway, I couldn't see the screen on a reader getting off at Milton this evening. Didn't hear the beep, either.

Went over to the reader on the other side of the walkway, thought I messed up (continuation), touched again -- "Already Touched".

Got a fixed fare touching on again now, of course.

So I messed up pretty bad, but I've also come to the realisation that when it gives you the "already touched" message, it should say if you're touched OFF or ON.