Issues with Go card

[ozbob]

Here is a list of some issues with the go card.  Please feel free to add more ..

GO Card  - Summary of main issues

1.   Reliability of equipment - amnesty period for new users?  Education for new users.

2.   Equipment poor design and some not fit for purpose.  Covers for open readers on railway stations are needed.

3.   Impaired users problems with using the go card system.  Alternative?

4.   Insufficient equipment at busy rail stations, gates too slow.

5.   Fare structure - capping and periodical options needed, further discounts eg. Early bird

6.   Lack of AVVMs (top up facilities) around key bus stations and interchanges.

7.   Restrictions on go card retail outlets.

8.   Linked cards with further discounts?

9.   Need online reimbursement form for fixed fare penalties for straightforward claims eg. Equipment failure, train delays and so forth.

10.   Direct debit options for auto-topup.

11.   Transparency with the fare strategy – discuss with users.

12.   Clear policy statements as what users are to do when they are unable to touch on.

13.   Fear of fare evasion fines for touch failures.

14.   New technologies - access via mobile phones etc.

[ozbob]

Using the best estimates I can come up with it would appear that go card equipment is probably failing about 4% of the time on bus and probably <1% on rail.  In other words you have about 1:25 chance of free trip on bus and 1:100 or less chance on rail.  

Fare revenue $272 million 2008/9 (Source TTA Annual Report 2008 - 2009)

It would appear that the loss of fare revenue due to equipment issues >> than fare evasion.  This will only worsen as more punters take up go card.  

[ozbob]

It is essential that a clear policy be put forward by TransLink as to what users are to do when they are unable to touch on.

I have noted a number of incidences now of people abandoning their travel (rail) because of ticketing issues (both go card and AVVM) and a reluctance to travel (ie. reverse ticket).

Also, is it really fair to expect a user to run from platform to platform at large stations in a vain attempt to find a reader that is working should the equipment on their platform of departure be down?  No it isn't, and in some cases it may well be beyond the capacity of the user because of their physical condition.

As we move to virtually a 100% go card environment this is not a small point.

This is in the FAQ User guide --> here!

What if I can't touch on or touch off because the card reader is not working?

If all card readers are not working at a station, on board a bus or ferry and despite your attempts, you are unable
to touch on, you can travel for free to complete your trip. You should not touch off at the end of your trip.
If questioned by an authorised staff member, you will need to advise them of the time and station, or service,
where you were unable to touch on or touch off due to the unavailability of any working go card equipment.
In the case where other card readers are available for use, you must touch on from a working card reader
before travelling.

The problem is how does a user ascertain that all go card readers are not working at a large station?  It will be interesting to see the outcomes as users are lined up for fare evasion offences.  I can imagine folks going to a station, finding the readers down on a platform, boarding a train and then be checked enroute and fitted for a fine because they didn't check the other platforms.  

[ozbob]

Media Release 13 December 2009

SEQ:  Unable to touch on with your go card?  What is reasonable?

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 a clarification of the TransLink go card policy as to what users are to do if they are unable to touch on with a go card.  As we are about to progressively move to a 100% go card ticketing environment and in view of regular equipment failures it is essential that all users have the confidence to travel in an untouched state without fear of fare evasion fines.

Robert Dow, Spokesman for RAIL Back On Track said:

"The TransLink go card user guide has the following FAQ (1)

'What if I can't touch on or touch off because the card reader is not working?

If all card readers are not working at a station, on board a bus or ferry and despite your attempts, you are unable
to touch on, you can travel for free to complete your trip. You should not touch off at the end of your trip.
If questioned by an authorised staff member, you will need to advise them of the time and station, or service,
where you were unable to touch on or touch off due to the unavailability of any working go card equipment.
In the case where other card readers are available for use, you must touch on from a working card reader
before travelling.'"

"In the case of bus and ferry, this policy is clear as operators wave users on board.  We estimate that presently a go card user has about a 1 in 25 chance of a free trip on bus, and probably around 1 in 100 or less on rail.  The problem with the policy for rail go card users is how reasonable is it for a user to be forced to run from platform to platform in a vain attempt to find a reader that is working? Particularly as the user's physical condition, for what ever reason, may make this a very difficult thing to do if not impossible. It is also a health and safety risk and against Queensland Rail's Zero Harm Safety policy if large numbers of users are running around stations desperately trying to find a functioning go card reader before the imminent arrival of their train."

"Fare evasion is a serious offence. Go card users, with ample credit on their card and who are unable to touch on at their platform should be given the option that bus and ferry passengers get. Why should rail passengers be fined for equipment failures if one of only 10 readers was working?  How on earth does a user ascertain that all readers are down other than run from platform to platform?"

"There are many aspects of the go card system that need further thought ... "

References:

1.   http://download.translink.com.au/go/080701_userguide20,21,22,23,24.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]