My Go Card trial

[ozbob]

I have been thinking about the incorrect penalties and the process of reimbursement. 

Presently, you need to first identify that you have in fact been incorrectly debited and then contact TransLink via the Go Card number, work you way through to an operator and explain the situation.  Then wait up to 10 days for re-credit and a letter advising you of the details.

Surely they could run a daily check on the database to screen for obvious incorrect penalties?  For example if the system detects you have touched on, and then touched off and you have been given a penalty when in fact it should just cancel this could be easily identified and reversed. It would just be a matter of writing the appropriate algorithms and putting into the code. This might get rid of a lot of the administrative problems associated with the present process, and be of benefit to unregistered card users (or registered users for that matter) who may not actually know they have had incorrect charges made on their card?

Just an idea.

Cheers
Ozbob

Submitted this to Translink 0515 16 Feb 2008

Greetings,

Go Card.

Thanks for the response to my earlier queries.

I noticed this week that I was incorrectly debited with two penalties on my Go Card.  I rang and have been notified that this will be reversed within 10 days.

I have been thinking about the incorrect penalties and the process of reimbursement.

Presently, you need to first identify that you have in fact been incorrectly debited and then contact TransLink via the Go Card number, work you way through to an operator and explain the situation.  Then wait up to 10 days for re-credit and a letter advising you of the details.

Surely you could run a daily check on the database to screen for obvious incorrect penalties?  For example if the system detects you have touched on, and then touched off and you have been given a penalty when in fact it should just cancel this could be easily identified and reversed. It would just be a matter of writing the appropriate algorithms and putting into the code. This might get rid of a lot of the administrative problems associated with the present process, and be of benefit to unregistered card users (or registered users for that matter) who may not actually know they have had incorrect charges made on their card?

Thanks.

Regards
Robert

[Zoiks]

Have you tried keeping your card in your wallet and then swiping your wallet past the scanners. It would be so much easier if you could do this.

Also, have you raised the issue about cubic issuing their own security certificates?

[ozbob]

Howdy Zoiks,

I haven't put my Go Card in my wallet, I prefer not to.  Others do and it works like that.

I like to keep my ticket separate in the ticket folder.

Re security certificate, it is up to their web people I guess.
Some people might not like it, it is lacking a little professionalism, but their call!

For more background see --> http://www.verisign.com.au/repository/tutorial/digital/intro1.shtml

Cheers
Ozbob

[Derwan]

Have you tried keeping your card in your wallet and then swiping your wallet past the scanners. It would be so much easier if you could do this.

I've got mine in the back section of my wallet so it's only got one layer of leather to go through.  Works well and means I've got my card with me at all times.

[ozbob]

Plan to use the Go Card this week, mainly rail at this time, busy week.

Back to full fares today, at least I don't have to buy my weekly at 5.05 am this morning to avoid the later queues   

Hope to top up the card on one of the new TL Ticket machines some time this week.
Some people have reported difficulty with them compared to the old machines.

I wonder why there is only one ticket machine at Roma St?  This is hardly adequate.

On the Go!!

[crouchg]

On the topic of the SSL certificate used by the Cubic web site (denotes the HTTPS part of the address https://www.seqits.com.au/webtix/), this certificate expires on the 9th March 2008.

If they reissue a self signed certificate, they will save themselves about $200 AUD.

But I could create a certificate signed by Cubic and spoof the site tomorrow? How is this secure even if they save $200 laughable bucks

[mrciclismo]

Used my Go card at Darra this morning.  It downloaded my $20 topup (paid on-line on 13th Feb) and worked correctly deducting $3.20 when I tagged off at Central.  Checked my card online when I got to work and it had the correct history of transactions.

Now all we need are a fair fare system and for the card to work properly on the buses and ferries!!

[ozbob]

Yes, seems to working well on rail mrciclismo!

I have received correspondence from TL re my suggestion about automatic identification and reimbursement of obvious incorrect penalties.  They have forwarded the suggestion to the Go Card operations team for consideration.

Thanks for the response Translink 

My travel this morning to Roma St from Oxley was fine.  Touch on and touch off < 1 second.
Correct amounts debited on transaction history.  The ability to see the transactions online is a big benefit too.

All we need is fair fares!   

[mrciclismo]

Hi ozbob,

From the discussion that I see on this site, it seems that rail travel has no problems using the Go card, just the unfair fare structure is the real problem.

Last night I topped up my Go card with another $20 on-line and this morning it was uploaded to my card when I tagged on at Darra station.  That was a surprise as I expected it to take another day or so.

[ozbob]

Yes working well!  Touches going home last evening and this morning (Central -> Oxley, Oxley -> Roma St) all as fast as a speeding locomotive!  Good!!   Nice to be able to scout around the crowd at Central too 

I agree mrciclismo, we could really get to like this if it wasn't so dear for many!

Are you listening Translink?   

[ozbob]

All fares and transactions correct so far this week (rail only so far this week). 

Problems reported in the press yesterday with the bus GPS and drivers not fully aware of the correct procedures to manually activate the readers when in tunnels or radio shadows.  Under those circumstances passengers have been getting free rides. This also begs the question as to what is going to happen when they cannot touch off if they have touched on?  Penalty and users will then have to go through the tedious process to claim reimbursement.

Rail is obviously technically a lot easier as fixed units on platforms etc with cable connections.

The speed of touch on and touch off is now very fast.

Plan to topup the card with a ticket machine today, see how that goes. 

No sign of reimbursement of my incorrect penalties yet.  This is something that must be accelerated.

Happy travelling!

[ozbob]

Arrived at Roma St on time.  Proceeded to the gates to touch off and then on to the single ticket machine to top up.  On the approach to the gates I noticed a school student trail a go card user ahead of me through the gate.  Gate snapped shut and she was caught on the gates. She managed to free herself, but bag caught around the gate.  She then proceeded to untangle her bag.  All this was in the full view of station staff who didn't seem to care or notice.

The single ticket machine at Roma St is situated in the main thoroughfare, so any attempt to use it you have to guard against the mass waves of commuters.  Having secured my position, fortified with my briefcase I then started the top up process. Touch the add value button, touch card.  So far so good.  Select amount, touched what I thought was the $20 button, proceeded put $20 in the machine.  In it went.

I then waited and nothing happened.  I then realised the ticket machine was waiting for another $20, although I thought I touched  the $20 button it must have registered as $40.  Had a close look, seems parallax errors.  So I started to squat down to eye level (my vision is not the best).  Feed another $20 into the machine.  Nothing happened.  So I pressed the cancel.  A receipt came out and said $20 credit and take to ticket window.  Hello, I had just put in $40! I then inspected closely the money chute, the $20 was stuck in it.  With some deft finger work I managed to extract back my $20.

I then joined the queue at the Roma St ticket window.  Finally I presented my receipt.  I was given an application form to complete.  I then went to the side and completed the application form.

Rejoined the queue.  I was then given my $20, the kind ticket seller commented you didn't need to go to the back of queue.  But I am a patient fellow ( ).

I then proceeded back to the ticket machine. Throwing caution to the wind I thought I would have another go.  Making sure I was not going to be overrun by the masses, and getting down to eye level I was able to eventually top up my card with $20 and get a receipt.

These new ticket machines are very poorly designed.  The buttons need to be much larger and more discreet particularly as it is a touch system.   People who have difficulty in bending down / squatting / vision impaired are going to have significant issues.

Total time 11 minutes.

I think I will stick to online top up ....

Checked my online transactions all correct.

[Derwan]

It is my plan to never use a ticket machine again.  I'll top up online.

[ozbob]

Transit officers were checking tickets at Oxley this afternoon ( I was on the 4.21 from Central).

One of the chaps was standing in front of the touch device, blocking access.  I cheerily asked him to move so I could touch off.  I think they were a bit surprised that someone had a card!!   

50% tomorrow!  Might have to go to Gympie or something ....

[ozbob]

Going to test the touch device at the eastern end of Oxley platform this morning.

Last time I used it, it took 15 seconds to register on.  It does seem though since then, with a flat card presentation, that touches are working very fast.

All touches yesterday that I did were fast (< 1 second).

[ozbob]

Touch on at Oxley eastern end < 1 second.  So all looking good.

The Go Card is being launched today in Brisbane.  Mr Mickel was on radio 612 ABC Brisbane.

We hope the launch goes well, but commuters do need to beware of the cost impacts of the FU scheme on their travel, particularly if they do multiple daily trips and or long haul rail travel.

[ozbob]

Exited Oxley via the eastern touch off.  Worked fine < 1 second.

So seems solved that little issue I had.  Use the card flat when touching on and off.

(This thread might be of interest on that topic too --> http://backontrack.org/mbs/index.php?topic=503.0).

Correctly debited 50% of fare this morning and afternoon.

So all systems Go!

[ozbob]

I have noticed increasing numbers of Go Card users this week already. 

A family member has just applied online for a card.  Says it takes two business days to post out.  That is good.

I think the ability to be able to manage the card completely online if desired, is a great plus.

Touches this morning fine too, all fast.

[ozbob]

No problems this week with the card itself Monday to Friday.  All charges transactions correct.
So it is looking good.  I note the comments by the Minister this week that further options are coming.

Only hiccup for me this week was with the AVVM at Roma St with topup. Other people have reported money being lost/stuck too, so it is a matter of being careful with them.

Hopefully when the works are finished at Roma St with the new busway the ticket machines can be recessed out of the main passenger thoroughfare and have at least two, if not three AVVMs.  They will probably need them.

Still no sign of my refund for incorrect penalties, has been 8 working days so far.

Happy travelling!

[ozbob]

Now ten days and no sign of refund for the incorrect penalties when on the 467 bus.

Plan to use the card again this week.  Lots of Go Card action now, official launch today at Central between 7am and 8.30am.

Have noticed a number of people are still confused about how the topups work.  The money does not actually appear on card balance till a touch after the top up processed.  Caught me initially too.

The online Go Card website is working quite fast.  As the number of users ramp up lets hope the site maintains its current functionality.

Have a great week!

Cheers
Ozbob

[ozbob]

Refund is now processed.  Waiting for next touch to credit.

The time for refund of incorrect penalties is too long IMHO, ten days seems excessive particularly as all electronic.  This should be able to be processed a lot quicker than that.

The delays could present problems for some commuters.

[ozbob]

Refund was added to active balance on touch on going home tonight on Citytrain.

My wife received her registered go card in the mail today so that was quick!  (ordered online Friday).

[ozbob]

So far this week all GOing well so to speak     all touches rapid, transactions correct.  Can get through the gate on the fly now ... (slow learner LOL).  TOs still giving us card users some funny looks ... must be surprised 

Noticed one of the new IMUs with the 'citytrain' blanked out on the front at Roma St this morning 

Looks rather sad ....

[ozbob]

My partner does her maiden trip with the Go Card today!   

I am on 50% fares from yesterday  which softens the daily commute a little ...

All transactions correct so far. 

Continuing reports of various issues on buses.  It is important that ALL Go Card users check their balances and transactions to make sure that any incorrect penalties are identified and refunds applied for (just ring Translink on 131230 to apply for refund).

[haakon]

Well my card started working again with no action by translink. When I had called them the bus driver hadn't finished his shift and uploaded the transaction stats, so they were not able to see the error event.

[ozbob]

My wife used her Go Card today for the first time 

Her initial comments:  "It's a brilliant idea on the aspect of time saving for the commuter and the driver but I am worried about the higher cost for someone like me who travels only a few trips in a week, it is not that cost effective for me with the present fare I actually pay more than an off peak or a daily ticket."

On passing through Roma St I noticed the single AVVM was out of coins, correct fare only.  Watched a rather exasperated commuter try to buy a ticket.  Giving up in frustration and heading off to the ticket window to join the queue.

There needs to be a number of AVVMs at Roma St and kept in a fully functioning condition!

The lone AVVM at Roma St station, Friday 29 Feb 2008 at about 7.10am



Photograph R Dow 29 Feb 2008

[ozbob]

Well no problems this week on the Go!

Only rail journeys though. 

There is a minor issue with some of the touch devices on stations in exposed positions.  The plastic screens are becoming very difficult to read.  The screens might have to be replaced with armour plate glass that keeps transparent and is relatively immune to vandalism.

If I decide to go to Robina tomorrow at least it will be half fare!  LOL

[Derwan]

There is a minor issue with some of the touch devices on stations in exposed positions.  The plastic screens are becoming very difficult to read.  The screens might have to be replaced with armour plate glass that keeps transparent and is relatively immune to vandalism.

I don't even bother trying to look at the screens.  I just listen for the beep and hope that everything is okay!  Apart from being hard to read, it would hold up others behind me.  This will only get worse as more people get the card.  I hope people don't try to read their balances when they touch on/off.

[ozbob]

Photograph of the touch device at platform 1 Darra.



Photograph R Dow 2 Mar 2008

The little plastic screens are problematic as they seem to deteriorate rapidly particularly if out in the weather and it becomes difficult to read them (the screen where it says PLEASE TOUCH CARD).  They are also prone to vandalism (easily scratched).  Depending on background noise the beeps can be very difficult to hear as well.

[ozbob]

Another week!   

I might try an EFTPOS top up this week.
Very happy with the online management of the Go Card but not everyone will be able to operate exclusively online.

Large advertising signs for the Go Card are starting to appear around SEQ.  If the product was attractive (read equitable fare) it would be snapped up, it is a pity that a fortune must be spent on advertising.  The best advertising for the Go Card would be word of mouth.

Some reports of interference to the Go Card if it is close contact with another RFID type cards when touching.  I keep my card separate in the grey ticket folder and just touch the ticket folder.  Some security cards are RFID cards.

Have a happy week on the commute!

[ozbob]

I topped my Go Card with AVVM at Roma St this morning using the EFTPOS facility.

Worked fine, although the design aspects of the EFTPOS screen are poor.  It is very low so you have to bend or squat, the display is not that easy to read either. 

All touches and transactions all fine this week so far!   

Noticed an ad in the mX yesterday (3 Mar 2008)  promoting the Go Card 

[ozbob]

GOing home tonight through Roma St, I noticed a Go Card ad on the moving ad display at the foot of the escalators platform 8 and 9.  May be have been there a while just hadn't noticed before!



Photograph R Dow 4 Mar 2008

[Derwan]

GOing home tonight through Roma St, I noticed a Go Card ad on the moving ad display at the foot of the escalators platform 8 and 9.  May be have been there a while just hadn't noticed before!

Yeah they're all over the place at Central as well - including larger billboards.

[ozbob]

On 50% cut in fare costs today.  All working well 

Still noticing a lot of folks waving paper tickets at the ticket gates to see if they open for them 

One might one day ... LOL

Cheers
Ozbob

[Zoiks]

There really are some idiots out there 

[ozbob]

Touched off at the eastern end of Oxley platform this afternoon.  The screen on the touch device is now translucent and unreadable.  This device is out in weather. How long are these things going to last??

[Mozz]

2 x translink officers at eastern end of Oxley station platform at the bridge (where the translucent terminal lives) today at 4.15pm checking tickets

[ozbob]

Yes, they were there when I touched off (3.30pm), had to move around them as they were blocking access to said device,  I surprised them that I had a Go card 

When the train arrived the guard gave some school students a serve via the intercom.  Apparently some one up front tried to ride on the outside of the carriage or something   

[ozbob]

The screen on the touch device eastern end Oxley station is now readable again!     Thanks who ever fixed that!
I think the plastic on screen seems thicker now. Will keep an eye on it.

My wife used her Go Card today too, no worries.

We are GOing along happily so to speak! 

[ozbob]

I am confident now that once rail Go card users get used to the card and touching on and touching off becomes routine, people will be comfortable with the Go card when the fares are sorted.

Last week no issues (apart from some screens hard to read) with my use of the card on rail.  Some reports of ongoing problems on the buses, some of these problems are as the result of users not fully aware of what is going on with the readers (see this post for interest --> http://backontrack.org/mbs/index.php?topic=432.msg2416#msg2416 ). 

I have noticed it does take a few times of using the card (practice) to really get with it, so to speak.  Many people would not take the time to study the instructions that are available on the Translink Go card web site and just assume that it will work for them.  It will most times but users need to be able to identify those times when it isn't.

I expect a lot of Go people have had penalties but are probably not aware of the fact.  Particularly as at this time the penalty may be less than the fare in some cases.  When the penalties are increased in July they will probably notice then 

I would strongly recommend that all users register their card and monitor their transactions.  Online is easy, but transactions (all cards) can be reviewed using the new AVVMs as well.

I hope to do some bus trips this coming week as well as my usual rail commuting.

Happy GOing!