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Digitising customer interactions

Passenger real-time technology

Real-time information provides accurate predictions for the next service departing from the customer's stop or station. This feature improves the user experience and enables customers to utilise and access transport services, improving frequency and accuracy of information.

In 2019–20, the Smart Ticketing project's regional bus trials delivered real-time information to Innisfail and Bowen.

Read more about passenger real-time technology

My TransLink App

The department has continued to improve the user experience of the MyTransLink app with regular updates providing additional features based on customer feedback. Throughout 2019–20, the number of customers using the app has continued to increase, with an average of 129,000 active users each week in 2019. However, active weekly users dropped to 80,000 in 2020 due to the significant reduction in patronage caused by COVID-19.

Read more about My Translink.

Digital licence App

In 2019, over 100 Queenslanders were brought together to co-design Queensland’s first Digital Licence App. This customer centric design process included the views of those most vulnerable members of our community.

The pilot was launched on the Fraser Coast on 24 March 2020 during COVID-19. The Fraser Coast community warmly welcomed its introduction with a strong focus on supporting the business community.

The Digital Licence App will meet an international standard for a mobile driver licence, meaning in the future, Queenslander’s will be able to validate their licence overseas.

Based on customer feedback during the pilot, the latest version of the App was released in mid-June which included upgrades to allow for open licence credentials and automated onboarding.

Read more about the Digital Licence app.