Auckland Regional Council (ARC)

In search of a fast way to communicate delays

The Results

  • Over 1,900 individual customers subscribed to the service, representing 17% of potential users
  • The ARC can satisfy commuter demand for real time network information which is validated by a high level of unsolicited customer feedback
  • Commuters are now more informed and in a better position to plan trips
  • The system is completely replicable to any timetabled public transport system and works independently of existing automated delay notification systems
  • The ARC can better deliver on its goal of providing more robust rail services

The challenge

The Auckland Regional Council (ARC) is dedicated to improving Auckland’s rail system to deliver a rapid transit network for fast, frequent and reliable transport across the region.

A key challenge for ARC is managing the rail services and customer expectations as the staged rail network refurbishment takes shape.

The Text Updates for Service Delays program provides direct, real time information to commuters about schedule changes and disruptions to services with the aim of improving communication, minimising commuter frustration and increasing overall satisfaction with the region’s train services.

The solution

With no existing real time delay notification system in place and ongoing rail network upgrades progressing, the ARC identified text messaging as the ideal mechanism to communicate passenger information and help rail commuters better plan their travel.

Although train delays are typically anticipated in advance, the problem facing the ARC was communicating delay information in a timely manner. So what was needed was a turnkey solution that could broadcast high volumes of text messages at specific moments in time. The system also had to support a simple web interface for rapid message authoring and management.

The ARC worked with Vodafone Business Services and selected Touchpoint’s service messaging as the best solution for the task. Touchpoint provided the ARC with a proven and cost effective system that didn’t require custom development or extensive modification, but could be deployed in a very tight timeframe.

Costing only 20 cents to join, commuters can register by texting a simple code. Once subscribed, all text messages they receive are free.

Details of delays are sent from train and signal box staff to the Britomart Transport Centre platform office, where they are entered into the message system through a simple web interface. A message is then instantly broadcast to subscribers to the service. Registration codes ensure text updates are sent only to the commuters affected by the delay. The service works on both Telecom and Vodafone networks.

How Touchpoint technology helped

Database management: ARC can manage their database, view comprehensive reports and query, maintain and extract data securely.

Mobile services: lets ARC extend their notifications into the mobile space and reach commuters anywhere in a timely manner.


Brand
Auckland Regional Council (ARC)

Campaign
Text for Service Delays

Channels
  • Web integration for transport centre message scripting
  • SMS/text messaging
  • Broadcasting

Partner
Vodafone

Target audience
Users of the Auckland rail network