“One morning at the start of the pandemic, the Premier of New South Wales was standing up before the public in an 11:00 am press conference, issuing late-breaking public health orders that impacted everything about the community’s day-to-day. And we, as a government agency delivering essential services, had to ensure we were compliant by that night,” said Charlie Elias, Director Business Enablement Solutions, Transport for New South Wales.
Transport for New South Wales (TfNSW) leads the development and management of safe, integrated, and efficient public transportation services for the people of New South Wales. Its customers include not just (1) patrons paying for public transit service - a group of about 2 million people per day, but also (2) third-party operators and guides who operate the state’s ferries, buses, and trains, and (3) other government agencies that work with TfNSW to design policies and procedures that help the team meet the mission — on ordinary days and during extraordinary times.
Which is where Elias and the team come in: they leverage the latest technologies to create one of the best user experiences for all three groups of customers, empowering the broader organisation to respond to emergency scenarios quickly, reliably, and consistently. In other words, “we empower people to respond faster, mitigate service disruptions, and maintain service continuity,” said Elias. “And since March 2020, our ability to source, design, build, and test innovative solutions as a part of a common operating picture has only become more important.”
The team built a COVID-19 response system on the cloud that was so modular and so flexible it was repurposed to support a number of other apps across TfNSW, turning resilience into habit.