To assist with physical distancing and passenger occupancy, Sydney Trains and Metro have implemented a new notification option available for customers using the Opal Travel app.

Minister for Transport and Roads, Andrew Constance, said eligible customers will be able to receive real-time alerts based on the capacity for the service they typically travel on, as well as the usual advice on trackwork, delays and major incidents.

“The new feature is a world leading piece of innovation that uses real-time capacity and predictive data to help customers make better choices when travelling,” Mr Constance said.

“We have already implemented the green dots across the network, and the notifications are another way we can help maintain physical distancing and keep people COVID-safe.”

Transport for NSW worked closely with Amazon Web Services (AWS), Tigerspike, and AppJourney to deliver the COVID-safe travel notifications in just 12 weeks.

AWS’s Director for Public Sector in Australia and New Zealand, Iain Rouse, said the collaboration is another example of how technology can help prevent the spread of COVID.

“We understand the pressure COVID-19 has placed on the public transport network and are confident this new feature will make commuting a more safe and comfortable experience for customers,” Mr Rouse said.

Tigerspike Lead Client Engagement and Strategy Manager, Oliver Poulter, said Concentrix Tigerspike is proud to collaborate with TfNSW and leverage digital innovation to improve travel.

“This collaboration has been about building on the resources that already exist to deliver trustworthy data which will allow customers to make informed choices,” Mr Poulter said.

AppJourney Founder, Rupert Hanson, said the launch of this kind of personalised messaging is a significant step in improving the customer experience.

“Developing this new feature has been a huge team effort, and we can’t wait to see how it improves the journey for public transport customers. Hearing their feedback will allow us to keep improving the technology as it rolls out across other modes of transport,” Mr Hanson said.

The Opal Travel app will provide real-time information on physical distancing and passenger capacity to help keep everyone COVID Safe.

The new Opal Travel feature will rollout capacity levels and travel information across the Sydney Train and Metro network, with the services coming soon to Sydney Light Rail, Bus and Ferry.

The app proactively identifies common journeys made by customers. This enables the app to track trip information and send alerts based on capacity levels for those specific services, all ahead of time. 

To receive notifications, customers need to:

  • Be travelling regularly over a 21-day period via Sydney Train or Metro 
  • Ensure their Opal card is active 
  • Have the latest app installed on their mobile device

For more information, visit COVID Safe travel notifications.


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