Transport for NSW is preparing to create Twitter handles or accounts for each Sydney Trains and NSW TrainLink railway line to provide more targeted updates to customers.
“Using multiple Twitter accounts for trains means we will also be able to provide critical information to customers about lift or escalator repairs at their local station, Eftpos outages affecting their local station and the roll out of Opal,” Howard Collins, chief executive of Sydney Trains, said in a statement.
“Customers told us they want more information on Twitter when there’s a disruption to the train network and these new handles mean we can offer fast and reliable tailored updates.”
Transport for NSW said it aims to follow in the footsteps of other transport agencies and operators around the world in their tailored approach to using social media to inform and update customers.
The agency is also looking at using other social networking sites besides Twitter to communicate with customers.
In December 2013, Transport for NSW upgraded its 131500.com.au website to Transportnsw.info, along with a mobile version of the site. The mobile site made up 60 per cent of its 10 million visits (1.7 million unique visitors) since it launched mid-December.
Transport for NSW also launched real-time bus and train apps a little over a year ago. TripView, Arrivo Sydney and TripGo, for example, allow users to locate the nearest bus stop and ticket machine, predict when a bus is to arrive and see where a bus is on its route using GPS data from the Public Transport Information Priority System (PTIPS).
While Transport for NSW has made some improvements to its social media presence and website, the NSW Auditor-General report 2012-13 showed total complaints about Sydney trains rose 7 per cent.
Transport for NSW has been contacted for more information.