It’s nearly a year since MyWay+ was launched, and it still isn’t working for many bus and light-rail passengers. Photo: Public Transport Association of Canberra (PTCBR).
The MyWay+ issue has been taken up a notch, with the ACT Government now halting payments to tech contractor NEC until the ticketing system’s persistent usability problems are resolved.
The move comes in the same week bus drivers were told to stop putting homemade ‘out of order’ stickers on broken card readers – with many MyWay+ machines still failing and passengers riding for free a year since the launch.
NEC was supposed to complete “Milestone 29”, the second-to-last stage of the 30-step upgrade, by 1 November.
However, the government states that “not all components” of the milestone have been completed, and the next payment has been withheld.
“Payment for this milestone has not been made by the Territory,” they said.
“Transport Canberra are currently working with NEC to resolve outstanding tasks associated with the practical completion.”
The value of the missed payment, or what exactly was required by Milestone 29, has not been disclosed for “commercial-in-confidence” reasons. However, its elements include the final functionality, usability and administrative operations of MyWay+.
The overall NEC contract, signed in February 2023, is worth $64 million and has been varied twice already.
The government is seeking legal advice on whether NEC has met its obligations and will also bring in independent experts to review Milestone 29 and assess whether the system is actually usable.
The spokesperson said this will “provide assurances on the broad usability of the platform”.
NEC says it is still working closely with Transport Canberra.
“NEC and Transport Canberra maintain a strong and collaborative working relationship,” the company said.
“As with any large and complex digital transformation project, these processes are a normal part of delivery and acceptance to confirm performance and ensure quality outcomes for the community.”
Transport Minister Chris Steel has since apologised for the MyWay+ debacle. Photo: Ian Bushnell.
It comes after a committee inquiry handed down a scathing report into MyWay+, concluding that it was too large and complex, and had poor risk and project management.
It also stated that community testing was so rushed that it was “meaningless”, and the ACT Government had ignored multiple warnings that it wasn’t ready for the November 2024 launch.
Many passengers would agree, with many still boarding to find blank screens or “out-of-order” signs on the ticket readers.
The government has also confirmed that four Custom buses still do not have MyWay+ hardware installed, and Transport Minister Chris Steel says it will take until the end of the year to rectify this.
Another 22 buses, which are scheduled for retirement soon, will not receive the new equipment.
In the meantime, bus drivers have been told by Transport Canberra management not to make their own “out-of-order” signs – a measure some have been using to save them from explaining the problem over and over again.
A notice posted in the Belconnen depot last week read: “Please DO NOT place any ‘Out of Order’ signs on validators today. If they are not working, please just tell passengers to take a seat.”
Mr Steel, who had previously refused to apologise for the debacle, finally followed in Chief Minister Andrew Barr’s footsteps after the Legislative Assembly censured him, and said sorry last week.
“I reiterate the Chief Minister’s comments that the MyWay+ rollout could have been smoother, and apologise to anyone impacted by the transition to the new service,” Steel said.
“In hindsight, the project could have benefitted from a delayed launch.”
