myki public transport ticketing designed by Kafka

And we're back...Inspiration left me for a while there.  I think it was because I did something exciting that I can't tell you about just yet.  Time had to pass so there was space for something else to focus on.  And what better way than to talk about another bizarre process that I've discovered with Melbourne's public transport ticketing system, myki.

Things have been running fairly smoothly lately.  Generally, I've always thought that the day to day transactions with the card have run fairly well.  It's when you head into the "back office" process that the Kafkaesque trouble starts.

Last Thursday I travelled all over the place and then when I arrived at my home station, I could not find my myki.  Luckily I had registered the card so could immediately call and have the card blocked.  This protects any balance remaining on the card.  So far so good.  I also wanted the remaining balance returned to me. This is where the complexity seeps in.  They will transfer the balance onto a new myki and send it out in the mail as a result of my telephone request.  Sounds straightforward, except that I don't want or need another myki.  I have about half a dozen sitting on my desk.  These have been acquired for friends visiting or when I've arrived at the station and discovered the ticket isn't in my handbag so I've had to buy a whole new one (this could be rectified if there was a short term ticket option, but that has been explicitly ruled out by the State Government). I also acquired a couple through tasks required while I was a member of the customer experience panel giving feeback about all aspects of my experience with myki.

I asked for the balance to be put on one of the other cards that are registered on my account.  I was informed that the only way that can be done is if I fill in a paper form and post it in. The money is then transferred onto the card with the number nominated on the form. (Surprisingly) I don't even have to send in the myki I want to transfer to.  Why is a paper form required when all the details of registered cards are on my secure profile? (See what the Minister said about this issue in February 2012.)

"Why?" I asked.  "Because that's the process," came the answer.  To confuse matters further, the name of the form is "Refund and Reimbursement" which isn't really what we're talking about - it's a balance transfer.

Then I was informed that I was getting the benefit of a new card without having to pay the $6 purchase price.  That's true, except that I don't want or need another card and this is a public cost which is unnecessary.  What I want is my unused balance from the lost card to be put onto one of the cards I already have.  The cost would be minimal - especially if I could do it myself through my online account. Under the current process, the cost of a new card is added.

In the interests of highlighting problems so they can be fixed, I lodged feedback, specifically asking about why this is the process. Today I received a call from Kylie who informed me about the process.  I told her that I already know what the process is and I'm interested to know why this is the process. The conversation was pointless.

"All I can do is tell you what the process is and all you keep asking is why!"

"Well that's actually what I want to know."

"Well all I can tell you is what the process is."

"That's terrific, but I already know what the process is.  I actually want to understand the thinking that designed the process and point out how silly it is."

"All I can do is explain the process."

"What's the purpose of this phone call then? Was my feedback request not clear?"

"It was clear, but all I can do is explain the process and you keep asking why."

"Who should I be speaking to then?"

At the end of that exasperating exchange I was told to contact Public Transport Victoria via email or mail.

"Where are you from then? I thought I had contacted PTV initially."

"I work for PTV."

"Isn't that who you've said I have to talk to?"

"Yes, but I'm only in the myki section."

"But I'm wanting to talk about myki!"

"You need to send an email."

It's fitting really.  With such a costly, old-fashioned and convoluted process to get $4.84 back I don't know why I thought the feedback process would be smooth, streamlined and efficient. The other thing about all these processes is that the work onus is on the customer not on the service provider.  There is a benefit to Australia Post, so that's something.

I knew it was going to be weird when I had to go through an identification process to have the feedback conversation!  I refrained from asking the one question that was on my mind: why?

I've got the public transport ticketing blues.

Yesterday I lost my myki card.  I'd been travelling around all morning, flitting from one appointment to the next and when I boarded the tram at the end of the day I could not find the card.  I got on the tram anyway, thinking that the card was probably buried somewhere in the dark corners of my handbag.  For the duration of the journey I rummaged but disembarked without any sign of the card.

Due to my participation on the myki customer experience panel, I have acquired a small pile of myki cards.  I have participated in various activities where I've had to purchase a card - from a machine, online, from the call centre, from a station...I didn't particularly want to fork out $11 on a new card + the fare just to get home.

I lined up at the ticket window at Flinders Street Station only to discover the only tickets that are now available is myki.  No paper tickets are available any more.  I found myself face to face with the biggest problem with myki - the lack of a short term, one off ticket option.  The man at the ticket window said that a paper metcard can still be purchased from a machine on board a tram as long as I have coins.  I had coins, so decided to board a tram to Southern Cross station.  I could buy a ticket on the way and then catch a train from there.  After 29 December this won't be an option and there is still no sign of a short term ticketing option.

I started to feed my money into the ticket machine.  The money was sluggish going through the slot and I couldn't hear it dropping into the machine.  The display also was not showing the $4 I had fed in.  I pressed the cancel button in the hope my money would come back, but it didn't.  The machine shut down and I was left with no ticket, no coins and no options.

The tram driver said there was nothing he could do and handed me a leaflet with a phone number to call.  He advised me to record the serial number of the tram and the ticket machine.  I left the tram.

The myki discovery centre at Southern Cross Station was open, so I went in and caught the eye of one of the aqua clad "myki mates".  A woman greeted me with a friendly smile, took me straight to the telephone so I could report my myki lost.  Luckily I had registered it, so a block could be placed on the card and the unused balance on the card refunded.  The blocking was done in the blink of an eye and with $20 on the card I was very pleased that I had registered it.  The balance will be put on another card which I will receive in the mail.  To have the balance transferred to one of the cards I already have, I would have to fill in the refund/replacement card form which would then have to be posted in.  I decided not to bother.

I was given a replacement myki at no charge and was able to top it up with $5 to get me home.  Phew.  While the replacement process is still a bit clunky, the customer service aspect was excellent.  I do wonder why so many forms and postage is required for processes attached to a "smart" card.  Why can't I speak to someone on the phone and then be handed a replacement card with the balance from my other card on it while I'm at the discovery centre?  The back office processes could be completed without needing anything further from me and be much more efficient.

While dreaming of greater efficiency and truly customer-centric approaches from government agencies, I came face to face with the Metcard system when I called to report the faulty machine and organise to get my money back.  I can now see why myki has some of the design "features" it has - they have been lifted directly from Metcard.  Here's what happens when a machine has malfunctioned.

I called and provided the serial number of the ticket machine and the tram number.  They would get a technician to check the machine.  Simple.

To get my money back, I had to fill in a form.  I was sitting in front of my computer while I was on the phone, and was directed to a website.  I was to type the words "metcard refund application" into the search box.  The first option from the list was the one I was to select.  I received an error message advising that the website no longer existed.  The customer service officer emailed me a form.  The form can not be lodged electronically.  It can't even be filled out on the computer and then printed.  It must be printed, filled in by hand and then posted in.  My printer driver is not working so I can't print anything at the moment.  Another copy of the form is being mailed to me.

Once I fill out the form and send it in, I will receive a cheque for my refunded amount.  Sound familiar?  This is the process they used to go through for a myki refund. 

I asked whether I could provide the number for a myki card and have the balance topped up onto that card, rather than requiring a bank cheque to be purchased for $10.  No, there is no possible way that can be done.  I'm actually pretty sure it is possible.  The process just isn't set up that way. I think the system was designed to deter people from getting small amounts of money back when a machine malfunctions - another clue that the customer is a long way from the centre of their universe.

The other thing I discovered is that the $9.80 administration fee for gaining a refund does not apply when a machine has malfunctioned, but it will apply to people surrendering their metcards and switching to myki!  I suppose that will cover the cost of the refund to me, but people with metcards, need to get cracking and use them all up before the end of the year.

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GIVEAWAY;

To win one of three in-season double passes to see "Bachelorette": leave a comment at the end of this blog post telling us where you met your oldest friend.  Entries close Saturday 10 November 2012.  Winners will be drawn randomly, announced on the blog and contacted individually.

Good luck!

* Passes are valid even with a "no free tickets" listing at participating Australian cinemas.

The Sapphires - ticket giveaway

Regular readers will know that I love going to the movies.  One thing I love more than going to the movies, is winning free movie tickets so that I can treat myself and a friend.  Well, now I'm going to share that experience with ten lucky (Australian-based) readers!

My generous friends at Hopscotch Films have shared the love and I have ten 2-for-1 tickets for The Sapphires.

I saw the stage show here in Melbourne a few years ago and thoroughly enjoyed the story told with such humour and great music.  

Here's the blurb from Hopscotch Films: 

The Sapphires is an inspirational tale set in the heady days of the late ‘60s about a quartet of young, talented singers from a remote Aboriginal mission, discovered and guided by a kind-hearted, soul-loving manager. Plucked from obscurity, the four spirited women with powerhouse voices - called The Sapphires - are given the opportunity to entertain American troops in Vietnam. Catapulted onto the world stage as Australia's answer to the Supremes, their journey of discovery offers them not only the chance to show off their musical skills, but find love and togetherness, experience loss and grow as women.

The Sapphires is an adaptation of the hugely successful Australian stage musical of the same name, and is inspired by the remarkable true story of writer Tony Briggs' mother and three aunts. The four Sapphires are joyfully played by AFI Award winner Deborah Mailman, Australian pop sensation Jessica Mauboy and newcomers Miranda Tapsell and Shari Sebbens. Bridesmaids actor Chris O'Dowd delivers a tour de force comic performance as their manager, that is at once incredibly funny, likeable and genuine. 
Receving a ten minute standing ovation at the prestgious Cannes Film Festival, The Sapphires is a crowd-pleasing combination of comedy, heart and romance and an unbeatable soul music soundtrack, set against the racial and social upheaval of the late 1960s. A jewel-bright charmer and an Australian classic, The Sapphires is not to be missed.

Check out the trailer for the movie here.

TO WIN: Leave a comment on this post telling us what your favourite musical film is by Sunday, 19 August 2012.  Passes will be allocated in order of comments made, so get in fast!

And don't forget...

IT'S MY BIRTHDAY & YOU GET THE GIFTS!  Only one more week to enter!
As I contemplate renewing my commitment to divacultura for another year, I feel excitement and affection.  Thank you for sharing some of your time with me. As a thank you gift - and so I can gain a better sense of who's out there - I'll be giving away a pair of my hand knitted socks to two very lucky readers, where ever you are in the world (ie two readers will receive a pair of socks each).  To be in the running, leave a comment on this post by Friday 17 August 2012, stating why you like reading divacultura. My favourite responses will receive the prize (my decision is final).  Why not take the opportunity to sign up and follow too! 

Ombudsman report covers MYKI debacle

When I wrote this post I didn't know the Ombudsman was about to hand down a report on State Government IT projects, including MYKI.

The full report is available here.  Reading the case study about MYKI, I sit here and think it's no wonder they can't do simple stuff like handle a refund efficiently.  And I've discovered from reading on Twitter about other people's experiences it's a convoluted manual process that has to be endured if the credit card which is providing your automatic top up expires.  From what I can gather, this requires you to post your MYKI to them where they will "unlock" it.

I have no words to question the stupidity of this.  Unless I'm wrong and there is actually a tiny lock that only they have the tiny key for and the physically have to do something with the card.  I don't buy this.  It's a smart card!

Based on the contents of the Ombudsman's report, it seems incredible that MYKI is in place at all.

Recommendation 350 chills me a little:
"In my view, the TTA [Transport Ticketing Authority] focus in the short-term must be to ensure the
operational efficacy of myki as soon as possible and replace Metcard. I
can see no reason why the TTA cannot immediately commence planned
transition from Metcard to myki on a station by station, line by line basis.
This will minimise the significant costs associated with running parallel
systems."

They'd better fix the problems first!