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Case Study

New South Wales: Streamlining state transportation management

"In just four months, we have already seen significant benefits from Pega and our fault management solution, including improved utilization of engineering resources and prioritization of fault handling leading to faster response times."

Chris Ruwoldt Principal Manager Transport Operations Systems, NSW TMC

The Business Issue

The Transportation Management Centre (TMC) is a key part of the Transport for New South Wales (NSW), the state government authority dedicated to improving the customer experience on the NSW transport network. The NSW TMC is focused on enhancing transport coordination services, as well as monitoring and managing the NSW road network to minimize delays and provide timely and accurate information to transport users. The agency wanted to develop a pro-active incident management system incorporating its existing road sensor network, intelligent transportation systems (ITS), electronic message boards, and billboard signs for its thousands of users.

The Solution

Using Pega, NSW TMC built a seamless, decision-based incident management solution to more efficiently track, manage, and respond to myriad events. It used agile methodology to deliver rapid results in just four months. The new Fault Management Service (FMS) enables the agency to dynamically route and resolve faults reported from more than 20,000 remote devices, including variable message and speed limit signs, traffic signals and monitoring devices. Using Pega’s business rules to automate prioritization and escalation and dynamic processes to manage the process flow to technicians, the agency can make sure staff works as expeditiously as possible to resolve incidents.

The Results

  • Live in just four months
  • Faster response to device faults
  • Seamless, transparent fault management across network

Related Resources

  • Learn how the NSW Transport Management Centre developed a proactive incident management system with Pega.

  • Learn how governments around the world are leading the way to build for change.

  • With Pega for Government, organizations can seamlessly engage with constituents over multiple channels.

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Challenge: Operational Excellence Industry: Government Product Area: Platform