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Future mobility and services

Future Transport Strategy

Technology unlocking new service models

Mobility as a Service gives customers access to integrated journey information and provides greater choices in how they travel

Mobility as a Service (MaaS) is a service model that enables customers to plan and pay for their journeys using a range of services via a single customer interface, such as a mobile phone app. MaaS will enable customers to access integrated, easy-to-understand journeys in a broad market of transport services that gives them more choice in how they travel.

MaaS relies on sharing real-time information across different transport service providers to help customers optimise their journeys. It enables customers to plan and purchase their end-to-end journey from a retailer (most likely via an app) choosing from a range of travel options, such as travelling by public transport, rideshare or bike hire. In real time, the app then guides the customer through their journey.

Data drawn from customers via a MaaS platform helps providers offer more personalised services and can also link customers to non-travel related products, such as restaurant delivery, event ticketing and retail. MaaS provides customers with a single view – supporting a personalised, integrated transport network for each customer.

MaaS platforms are already being used in other countries, such as Finland, Sweden and the UK. Under the Finish MaaS system Whim, passenger journeys increased by 20 per cent and 98 per cent of surveyed customers said the attractiveness of public transport had improved. The system also engaged new customers, with 9 per cent of customers on regional lines reporting they had not previously considered themselves to be public transport users.

A trial of MaaS in Sweden also indicated positive results for public transport use, with patronage increasing from 35 per cent before the trial to 45 per cent during the trial.

In 2019, NSW launched a MaaS Innovation Challenge, seeking expressions of interest from industry to pilot innovative MaaS solutions in a trial program. Five industry partners were selected to take part in the trial. Through collaborative co-design, the Innovation Challenge delivered pilot trials of MaaS products including the Uber FerryConnect, integration of Public Transport into the Uber app, and development of the data sharing specification. The next phase of the program is focused on the implementation of a third-party MaaS app in collaboration with Waverly Council.


Future directions to investigate

  • Expand open data and data exchange initiatives to improve customisation of services and journey planning across providers.
  • Identify opportunities to link transport activities to broader NSW Government services, including supporting data platforms for MaaS models.
  • Resolve issues relating to privacy, data protection and liability, and adopt a set of principles to ensure any data collected from customers will be appropriately used to benefit the transport network.
  • Lead innovation nationally, with a Data Science Incubator and open data policies across public and private services, to enable safe and effective use of technology.
  • Continue to work with other governments in Australia to implement the National Technology Action Plan 2020-23, including investigating the role of governments in MaaS, and identifying priorities and enablers to support its effective development and deployment.  

Six principles for Future Transport

The Future Transport 2056 Strategy is focused on six key principles for the future of mobility in the state, which together aim to positively impact the economy, communities and environment of NSW.

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