Transport for NSW using Pega to lift CX

Transport for NSW has deployed a customer engagement application development platform from Pegasystems to modernise the state’s School Student Transport Scheme (SSTS) subsidy system.

The department is using Pega Platform to automate processes and manage applications and renewals for the scheme.

Transport for NSW provides subsidised travel for around 600,000 students at schools across the state, representing around 120 million trips to and from school annually.

With the introduction of the School Opal Card, Transport for NSW needed a way to digitalise its old paper-based systems. Using the Pega Platform, the department has transformed its legacy systems into a 24-hour digital self-service platform.

NSW students and parents can use the system integrated with an updated website to determine if they are eligible for free school travel, apply for subsidies online, track the status of their application and receive a School Opal Card within seven working days.

After its successful implementation with the school subsidy scheme, Transport for NSW has extended Pega to additional schemes, including the Travel Concession Entitlement Card and the School Drive Subsidy scheme.

“Government agencies are facing increasing pressure to raise citizen satisfaction with improved ease of use and efficiency,” Pegasystems VP and Managing Director for APAC Luke McCormack said.

“With the successful rollout of the School Opal Card, we look forward to working with Transport for New South Wales to bring these efficiencies to other parts of the organisation.”

Image credit: ©Tyler Olson/Dollar Photo Club

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