Troubled Tcard to get case management software

The NSW government's maligned and mysterious Tcard continues to absorb taxpayers' money with new case management software to be procured this year.

Tcard is a smartcard-based integrated ticketing system being developed for use on public and private sector transport services in the greater Sydney metropolitan, and urban fringe areas.

The only problem being the glacial rate of development with the original contract awarded in 2003 and numerous trials since have been less than satisfactory, according to media reports.

The Public Transport Ticketing Corporation (PTTC), a statutory authority of the NSW government, is responsible for the development and implementation of the Tcard and states the roll out of the card to train, bus, and ferry services is "planned to occur" in stages commencing this year.

Local company ERG, through its subsidiary Integrated Transit Solutions Limited, is designing, building and will operate the Tcard ticketing system.

According to a report in the St George and Sutherland Shire Leader, private bus operators around Sydney participating in the Tcard trial have described the new system as confusing for passengers and frustrating for drivers.

Development and implementation challenges aside, Tcard is now seeking case management software to enable it to manage the lodgement of complaints, compliments, and suggestions from customers.

The Tcard Case Management System is initially required for up to 50 users but the PTTC anticipates that number to increase over time.

Judging by the reaction of early adopters, the complaint handling capability of the new software should be highly scalable.

The new software is also expected to "utilize this opportunity to enhance the relationship with its customers", according to tender documents.

Tenders from "suitably experienced companies" for the Tcard Case Management System will close on May 29.

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