For example, this is important for people with disability when they arrive independently at the entry to a terminal or large interchange station (e.g. by taxi or bus), and need to reach the check-in or boarding point. At airports, collaboration is needed between the arriving vehicle operator, the terminal operator and the airline. There are examples in retail and banking where the customer service model has shifted to a concierge model. This means people are offered individualised service at the start of their interaction, rather than people seeking customer service staff when they have an enquiry. This is a model that could also be considered for busy stop/stations and airport terminals. Service staff should be easily identified by their uniforms and should be located in consistent and accessible locations within the stop/station, for example at a customer service point. For stops/stations that staffed, help points should be available for more than aren’t just emergency situations, and clear contacts provided for those who need help and assistance. These details should also be provided in Braille for customers who are blind or have low vision. impact on accessibility Consider advertising’s Advertising is common at public transport nodes. For people with disability, this sometimes impacts their capacity to access wayfinding information and see approaching public transport vehicles. For example, audio-based advertising and other sounds can make hearing station announcements difficult. In placing advertising, consideration should be given to its appropriateness and positioning in terms of safety and accessibility for those with disability. Ticketing While some people with disability carry travel cards that serve as a valid travel ticket, others have to purchase tickets or validate their travel card. Electronic ticketing systems have advantages for transport providers in terms of efficiency and planning, and can help better meet customer needs through journey analysis information. These systems can increase customer convenience and independence35. Examples include the South Wales), SmartRider “go card” (Queensland), Opal (New (Western Australia) and myki (Victoria) cards. There is also a strong demand for a national integrated electronic ticketing system that could facilitate access to disability related concessions when travellers are interstate. A national pass system also could be used as a form of access key technology for specific needs of the user, such as locked toilets. Department of Transport and Main Road (Qld) submission to the draft guide 35
For example, this is important for people with disability when they arrive independently at the entry to a terminal or large interchange station (e.g. by taxi or bus), and need to reach the check-in or boarding point. At airports, collaboration is needed between the arriving vehicle operator, the terminal operator and the airline. There are examples in retail and banking where the customer service model has shifted to a concierge model. This means people are offered individualised service at the start of their interaction, rather than people seeking customer service staff when they have an enquiry. This is a model that could also be considered for busy stop/stations and airport terminals. Service staff should be easily identified by their uniforms and should be located in consistent and accessible locations within the stop/station, for example at a customer service point. For stops/stations that aren’t staffed, help points should be available for more than just emergency situations, and clear contacts provided for those who need help and assistance. These details should also be provided in Braille for customers who are blind or have low vision. Consider advertising’s impact on accessibility Advertising is common at public transport nodes. For people with disability, this sometimes impacts their capacity to access wayfinding information and see approaching public transport vehicles. For example, audio-based advertising and other sounds can make hearing station announcements difficult. In placing advertising, consideration should be given to its appropriateness and positioning in terms of safety and accessibility for those with disability. Ticketing While some people with disability carry travel cards that serve as a valid travel ticket, others have to purchase tickets or validate their travel card. Electronic ticketing systems have advantages for transport providers in terms of efficiency and planning, and can help better meet customer needs through journey analysis information. These systems can increase customer convenience and independence35. Examples include the “go card” (Queensland), Opal (New South Wales), SmartRider (Western Australia) and myki (Victoria) cards. There is also a strong demand for a national integrated electronic ticketing system that could facilitate access to disability related concessions when travellers are interstate. A national pass system also could be used as a form of access key technology for specific needs of the user, such as locked toilets. 35 Department of Transport and Main Road (Qld) submission to the draft guide
whole_of_journey_guide.docx