Page 3417 - Week 09 - Thursday, 24 August 2017

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(e) did the outage have any other impact on Transport Canberra’s operations, (f) was the NXTBUS system operational during the period of the outage, (g) how much revenue was foregone because of the outage, (h) when did Transport Canberra become aware of the outage, (i) was consideration given to advising passengers of the outage, such as by social media, or responding to queries made over social media about the MyWay system, (j) were drivers of Transport Canberra buses advised of the outage before commencing their shifts and (k) what measures have been put in place to limit the possibility of another outage occurring.

Ms Fitzharris: The answer to the member’s question is as follows:

(1) Yes.

(a) The outage was unplanned.

(b) An overnight software download to apply a special event ticket type failed to load correctly on the Bus Driver Consoles (BDC) affecting the operation of the MyWay fare collection equipment in bus. The cause of the error was identified as a spurious character in the software that resulted in the product update failing between the test and live environment.

(c) The outage affected the BDC operation on all buses. A number of buses however were able to be rectified prior to going into service.

(d) The outage was largely resolved by midday on 12 April 2017 and only a small number of buses were not able to collect fares in the afternoon peak services.

(e) The outage did not have any other impact on Transport Canberra’s operations, all buses operated to schedule.

(f) NXTBUS was fully operational during the outage. Drivers were instructed to log into NXTBUS manually.

(g) Revenue forgone was estimated to have been $37,354 GST exclusive.

(h) Transport Canberra became aware of the incident at approximately 5:00am on 12 April 2017.

(i) Consideration was given to advising passengers of the outage via social media, but it was determined the best method of communication for passengers was via the bus drivers upon boarding noting that the provision of bus services was not affected.

(j) Drivers of Transport Canberra buses were advised of the outage before commencing their shifts.

(k) Procedures have been put in place with the MyWay Ticketing contractor to address the risk of a future reoccurrence of this issue.

(2) (a) None.

(b) None.

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