The launch of the MyWay+ ticketing system in the Australian Capital Territory (ACT) has been labeled a “significant failure” in a recent parliamentary report. The $64 million project, which was intended to modernize Canberra’s public transport ticketing, has been criticized for its poor management and negative reception from the community.
The report, prepared by a committee of Members of the Legislative Assembly (MLAs) from various parties, including Labor, Independents, Greens, and the Canberra Liberals, highlights several shortcomings in the system’s implementation. The inquiry was initiated following the problematic launch of MyWay+ in November, which was marred by technical glitches and inadequate preparation.
Key Findings and Criticisms
The committee’s report outlines numerous issues with the MyWay+ project, emphasizing that it was not ready for launch and was poorly managed. The report includes phrases such as “poor decision,” “too large and complex,” and “clearly not ready for launch,” reflecting the committee’s strong disapproval.
“Project management and service delivery failed at many key points and further inquiry is likely to lead to more findings of failure,” stated the all-party report by the standing committee on planning and environment.
Despite a nine-month trial period involving volunteers, the system faced significant challenges on its first day. There was a shortage of MyWay+ cards in retail outlets, and many machines failed to operate correctly. The committee described the testing phase as “almost meaningless” due to its poor execution.
Government Response and Accountability
ACT Transport Minister Chris Steel has taken responsibility for the project’s shortcomings but has not indicated any plans to resign. However, he was censured by the ACT Assembly, marking the first such reprimand in over a decade. The ACT Greens are expected to move a censure motion against Steel to express their disapproval of his leadership.
In defense of the project, Steel stated that MyWay+ represents a significant upgrade to Canberra’s public transport ticketing technology. He acknowledged the challenges faced during implementation, noting that similar issues have occurred in other jurisdictions.
“Implementation of MyWay+ has been the most significant upgrade to Canberra’s public transport ticketing technology,” Steel said. “Our ambition has always been to make sure that Canberrans have access to an account-based ticketing system that provides high-quality service information and diverse payment options.”
Recommendations and Future Implications
The report made 22 findings and seven recommendations aimed at improving future projects. Key recommendations include better project management practices, clearer communication strategies, and ensuring that basic features are operational at launch.
The report also highlighted the need for improved risk management practices within Transport Canberra and greater transparency regarding project costs. The MyWay+ system’s non-compliance with accessibility requirements was noted as a significant failure, impacting the ACT community negatively.
“The decision to launch the project in the face of clear feedback and testing that showed it was not performing the basic functions expected by Canberrans was an extremely poor decision,” the report stated.
Looking Forward
The MyWay+ ticketing system’s troubled launch serves as a cautionary tale for future digital projects within the ACT government. The report’s findings and recommendations provide a roadmap for avoiding similar pitfalls in the future. As the ACT government moves forward, it will need to address these issues to restore public confidence in its ability to manage large-scale projects effectively.
With the ACT Greens’ impending censure motion and the ongoing scrutiny from both the public and political figures, the government must demonstrate a commitment to transparency and accountability. The lessons learned from the MyWay+ project will be crucial in shaping the future of public transport in Canberra.
