Auckland Transport From paper to pixels

Auckland Transport (AT) is a council-controlled organisation in New Zealand responsible for all the Auckland regions transport services, from roads and footpaths, to cycling, parking and public transport. AT’s purpose is to tiaki all who use transport in Tāmaki Makaurau, Auckland. For AT, tiaki is to care for, enable and deliver a transport system that contributes to a more thriving and sustainable city.

AT has been listening to customers who found paper-based forms and manual processes challenging when applying for a driveway entrance / footpath vehicle crossing. Customers didn’t have visibility into the status of requests and could not follow up easily as communications were managed by mailbox.

Employees also faced challenges, particularly around the lack of mobile capability. Compliance auditors had to capture notes from their site audits in paper forms and reserve dedicated time to manually transcribe audit results into the legacy systems when they got back to the office.

Even though the team had done a great job within those constraints, employees were unable to service the ever-growing backlog, even with two FTEs dedicated to manually creating and sending customer letters and notifications.

Using the expertise of ServiceNow and Fujitsu, AT has transitioned to a fully digitised end-to-end process while ensuring the customer remained front and centre.

A self-service portal was created that gave Aucklanders the ability to submit their own requests, book appointments, check the status, and submit an inquiry in real-time.

AT employees now use case management tools and take advantage of digitised, streamlined, and automated end-to-end ‘Vehicle Crossing (VXG) Processes, thus bettering their own working lives and those of the people they serve. Compliance Auditors receive assignments in real-time while in the field. They are also given the ability to capture the results from their field work digitally. A PDF Generator then automates the creation of customer correspondence letters and compliance certificates.