Some accessibility improvements have been made to the MyWay+ system as part of an audit by Get Skilled Access. Photo: Ian Bushnell.
It’s unclear when the MyWay+ system will be deemed complete as the provider and ACT Government negotiate the contract.
The latest hearing for the committee inquiry into the embattled system heard the contract had been slated for completion in June 2025.
“We are currently engaging in contract discussions with the provider [NEC] as to why it’s not complete and what penalties we may be applying,” MyWay+ project direction Mark White told the inquiry on Thursday (3 July).
When pushed by panel members if the government would be seeking to penalise NEC for going beyond the completion date, Mr White would not be swayed.
“Part of those [current contract] negotiations is informing NEC that if we were bloody minded and perhaps [decide] not to be a model litigant, we would be able to enforce [penalties],” he said.
“Whereas I believe the ACT Government does take the [position] of being a model litigant, therefore they negotiate and discuss with their suppliers and vendors on what is a practical way forward.
“That does include what we could or could not do in regards to contract enforcement.”
The Transport Canberra witnesses were pushed about MyWay+ and its compliance with the ACT’s disability accessibility and non-discrimination laws.
The inquiry heard NEC had suggested to Transport Canberra in December 2023 and again in August 2024 to bring onboard disability inclusion consultancy Get Skilled Access as part of the project.
This was not supported by Transport Canberra at the time.
“At that stage we had not contemplated the requirement for it … [in hindsight] that was a missed opportunity and I acknowledge I certainly missed that opportunity,” Mr White said.
Transport Minister Chris Steel added it was thought at the time that the contractual requirements “were enough” to satisfy the laws and make sure the system was accessible for everyone.
“Obviously it was disappointing that it wasn’t there at go-live. But now the work is underway with the audit,” he said.
“The expectation was that NEC would deliver on the disability [accessibility] outcomes which clearly now require further work.”
The first phase of Get Skilled Access’s audit of the MyWay+ system has been completed with the customer portal now meeting requirements and work still to be done on the app.
Improvements from this process include:
- changes to the MyWay+ customer portal and mobile app to improve web accessibility, readability and usability, particularly for users who utilise technology such as screen readers
- changes to the font size and layout on onboard passenger information display boards across the fleet to enhance readability
- adjustments to the volume and legibility of on-board audio announcements, which tell passengers of the upcoming bus stops.
The MyWay+ transition period for ACT Seniors Card holders has also been extended until 31 August. ACT Seniors Card holders have to either create a MyWay+ account or use a MyWay+ travel card when using public bus and light rail services from 1 September.
“We are tracking and are well and truly on target to be fully compliant by the … time the contract’s completed,” Mr White said.
A contract completion date is yet to be finalised.
When asked by the panel what the witnesses felt were the top problems that led to the “difficult” implementation, they had different responses.
City and Environment Directorate acting director-general Ben McHugh said the team had “underestimated the value and importance of user-experience testing, specifically testing on the on-bus systems”.
“This whole process has identified some learnings, absolutely, and where you would attach particular scope completion and at what phase of delivery,” he said.
Mr Steel stated his “greatest disappointment” was around accessibility compliance of the system and how communications hadn’t been adequate enough to temper community expectations.
“So actually communicating about it being a minimal viable product rather than delivering every single thing people expect a new ticketing system [to deliver] all at once,” he said.
The inquiry’s report release date has not been set.
