Improving the customer journey experience on the Gold Coast – using real time network intelligence to support Human-centred Travel Demand Management initiatives
Brenton Fidock, Alyson O'Rourke, Kate Mackay & Hamish Speakman
City of Gold Coast & Mott MacDonald, Queensland & New Zealand
ABSTRACT
Journey reliability is known to impact people's satisfaction with travel. Experience during the Gold Coast Commonwealth Games illustrated how more reliable journeys can be delivered through the application of travel demand management principles informed by a detailed understanding of network flows. Considering the future, with the prospect of the Olympics in 2032, an expected increase in population and the disruption to 'normal' travel patterns caused by COVID-19, there is a need to understand the options for improved customer focussed network management. This presentation will outline the work undertaken by the City of Gold Coast to develop a proof of concept intelligent transport information system.
Travel on the City of Gold Coast is predominantly car-based and customer satisfaction surveys indicate that for many people there is dissatisfaction with the performance of the road network, particularly the difficulty in being able to predict travel times. It is accepted globally and locally that is not possible to build a way out of congestion; demand management is key. One of the objectives of the City of Gold Coast Transport Strategy 2031 is to encourage travel behaviour change.
City of Gold Coast in collaboration with Mott MacDonald are developing an Integrated Traveller Information System to enable delivery of messages to customers when unplanned disruption occurs on the road network. It is an opportunity to ensure that aspects of TDM (re-mode, re-route, re-time, reduce) are embedded in every message customers receive. Human Centred Design (HCD) is at the heart of i-TIS, recognising that different groups of people respond differently depending on how a message is phrased and how they receive the message. Input from Human Factors professionals facilitated the creation of personas – to capture the key target populations.
Author(s)
Brenton Fidock | City of Gold Coast
Brenton Fidock is a dedicated and passionate leader with 8 year’s experience in the public and private sector with a focus on stakeholder engagement, sports administration, and program delivery.
Brenton was the City of Gold Coast’s Venue Transport Manger for Carrara Stadium and Robina Stadium during the Gold Coast 2018 Commonwealth Games.
Since 2018 Brenton has been apart of the City of Gold Coast’s Travel Demand Management team, focusing on the delivery of workplace travel programs, operational stakeholder engagement and integrated transport network communications.
Alyson O'Rourke | City of Gold Coast
Alyson O’Rourke has over 20 years’ experience in the transport industry with a focus on Intelligent Transport Systems (ITS) in both the public and private sectors.
From 2014 to 2018 Alyson successfully led the planning, implementation and effective operation of the road network on behalf of the City for the Gold Coast 2018 Commonwealth Games.
Since 2018 Alyson has led the Network Intelligence and Transport Systems Team, focussing on transport futures, network optimisation and data and analytics.
Kate Mackay | Mott MacDonald
Kate Mackay is the Australia Practice Leader for Transport Planning at Mott MacDonald, with extensive experience in strategic transport planning and market research. She also leads Mott MacDonald’s future mobility offer in the region. Kate is known and respected for her collaborative and pragmatic approach to project management and delivery.
Kate is the Australia Practice Leader for Transport Planning at Mott MacDonald, with extensive experience in strategic transport planning and market research. She also leads Mott MacDonald’s future mobility offer in the region. Kate is known and respected for her collaborative and pragmatic approach to project management and delivery.
Kate is a respected commentator on future mobility, micro mobility, workplace travel plans, and Mobility as a Service (MaaS). Kate is committed to excellence in all her work and committed to delivering the best outcomes for all her clients.
Hamish Speakman | Mott MacDonald
Hamish Speakman is a transport planner, based in Mott MacDonald’s Auckland office, with experience working for public and private sector organisations in New Zealand and Australia. Hamish has a broad base of transport planning experience that includes preparing Traffic Impact Assessments for large scale housing developments and mixed-use retail and office buildings. He is also experienced in the planning and design of walking and cycling facilities. This includes work on several business cases in NZ relating to walking and cycling improvements, most recently for the Pt Chevalier cycleway in NZ. Hamish is also experienced in Travel Demand Management, currently being involved in developing a tool for the City of Gold Coast to assist in creating a TDM response for unplanned events.