Hitachi Rail GTS – Contactless Payment for AT

The Business Problem

Auckland Transport research identified customers have a need for faster, easier to use and more frequent public transport. Flexibility of payment solutions is one of the ways to meet this need by providing contactless and mobile payment options.

Work is underway to join the National Ticketing Solution (NTS). A more flexible payment solution and modernisation of existing validators will help with this integration.

The Fix

Implementation of Transcity, a contactless payment solution. Luminate provided a technical PM to lead delivery of this solution. This included managing the Hitachi GTS delivery team, both locally and overseas, integration with Auckland Transport’s existing Integrated Fair System, replacement of validators on buses, mid-life upgrades of train and ferry platforms and coordination with AT external suppliers for customer portal changes and payment gateway integration.

The Outcome

Successful delivery of the contactless payment solution for Auckland Transport in November 2024 including full integration with customer portals, rollout of 3800 new validators on the bus fleet and modernisation of existing train and ferry gates.

Lessons Learned

  1. Team Set-Up: Establishing access to deep subject matter expertise and technical leadership from within Hitachi GTS, both local and overseas, was critical to successful delivery and allowed complex issues to be dealt with efficiently and effectively.
  2. Off-Shore Teams: Working across multiple countries with delivery teams in different time zones and holiday periods is challenging. Alignment on flexible working hours, establishment of daily stand-ups with clearly defined and tracked milestones and actions, a documented and agreed issue resolution and escalation process, and tracking of scheduled activities delivered by named resources, was key to on-time execution.
  3. Working Relationships: Deliberate and active fostering of close/high-trust working relationship with AT and third party suppliers, resulted in effective communications, during design, build and test phases.
  4. Rush Early; Not Late: Early implementation of complex network changes and use of simulations, coupled with dedicated network SMEs, helped to identify and resolve issues quickly

Customer Feedback

The Government today announced contactless payments for bus, train and ferry services in Auckland will come into effect from Sunday – a move Transport Minister Simeon Brown called a “game-changer”.

NZ Herald, 14th November, 2024