01 - 02 October, 2019 | Bayview Eden, Melbourne, VIC

Conference Day One: Tuseday, 01 October 2019

9:15 am - 9:20 am Opening Remarks by IQPC and the Conference Chair

Treasure Jennings, Public Transport Ombudsman at Public Transport Ombudsman

Treasure Jennings

Public Transport Ombudsman
Public Transport Ombudsman

8:45 am - 9:15 am Conference Registration and Welcome Coffee

9:20 am - 10:00 am Case Study from Uber: How to Provide a Complete Multi-Modal Customer Experience by Leveraging New Technologies and Transforming Passenger Expectations

How we move around our cities is a key component to livability. Transport creates the connection between people and place. However,
one of the challenges we face today is that the current dominant mode of transport in our cities, the private car, is not sustainable as our cities grow and change. Congestion in our cities is getting worse, but what is the alternative? How do we reduce congestion in new and innovative ways that are safe, affordable and convenient? And without the need for major structural overhaul?
 Integrating the public and private system so that
multimodal transportation becomes convenient
  • Effectively utilizing technology to provide better services for the customer
  • Meeting customer needs and transforming industry expectations with the implementation of cutting edge technology
  • Changing behavioral patterns by giving consumers more choice in the marketplace
  • Leveraging innovative technologies to enhance the customer experience at all points of the journey

Matthew Horn, Head of Victoria & Tasmania (Rides) at Uber

Matthew Horn

Head of Victoria & Tasmania (Rides)

10:00 am - 10:30 am Thought Leadership Session

10:30 am - 11:00 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!


12:10 pm - 12:50 pm Case Study from Transport NSW: Utilising innovative technologies to revolutionise the public transport system to provide a more seamless customer journey

Transport for NSW is harnessing the latest in cutting edge technology to transform the experiences of customers within the public sector. Ticketing has been completely revolutionized over the last few years, as contactless payments have transformed the way that customers access and pay for their mobility services. The use of data and AI to predict outcomes on the transport network has additionally enhanced the responsiveness of operational staff which has in turn resulted in services being more tailored to meeting the needs of customers. With this in mind, what does the future of these systems look like as we move towards a digital world?

  • Transformation of payments systems and innovative payments methods
  • Understand how technology and data is being used to provide integrated transport planning, booking and payments experiences for customers
  • Using AI to predict patronage and customer behaviours to provide more responsive services
Kurt Brissett, Director Ticketing Solutions Development, Digital Products Delivery, Customer Strategy and Technology at Transport for NSW

Kurt Brissett

Director Ticketing Solutions Development, Digital Products Delivery, Customer Strategy and Technology
Transport for NSW

12:20 pm - 1:00 pm Melbourne Airport’s Australian First Smart-Security Screening Point Set to Deliver Improved Faster Queue Times and Passenger Experiences

Melbourne Airport’s Australian First Smart-Security Screening Point Set to Deliver Improved Faster Queue Times and Passenger Experiences 
One of Melbourne Airport’s biggest priorities has been working through congestion in the departures and arrivals terminals. To combat this, Melbourne Airport have developed a new coloured digital signage system which will dynamically shift to allow for eased congestion and improved passenger flow. 
  • Redevelopment of T2 Security screening Zone will make the screening process more efficient and easier for passengers
  • Exploration of new design features which generate 35% more capacity 
  • Security screening lanes are equipped with around $1 million worth of equipment, aligned with world security and customer service standards
Matthew Stirling, Head of Operations at Melbourne Airport

Matthew Stirling

Head of Operations
Melbourne Airport

1:00 pm - 2:00 pm NETWORKING LUNCH

2:00 pm - 2:40 pm Case Study from SkyBus: Offering an Award-Winning, Convenient and Cost Effective Travel Solution that Passengers can Rely on

Moving 3.4 million people from Melbourne Airport to Melbourne CBD Annually, SkyBus is recognised as one of the world’s most frequent airport bus transfers. This express transit service operates departures every 5-10 minutes 24/7, ensuring that passengers are able to effectively journey plan. Over the last 4 years, SkyBus has grown their network from one service, to now operating out of five airports and 14 individual services. In this session, SkyBus’ CEO Adam Begg will discuss how SkyBus has continued to grow as a business whilst still delivering an exceptional customer experience.
  • Pairing affordability with superior service by offering customers free WiFi, luggage racks, reliable running times and online, mobile and kiosk ticketing options, enhancing the passenger experience
  • Increasing service capabilities to approximately 350  trips daily, with a 5 minute frequency during peak periods ensuring for easy journey planning
  • Currently operating 17 double decker buses offering a 21% decrease in fuel consumption for 37% more passengers

2:40 pm - 3:20 pm Defining the future of airport wayfinding to enhance the passenger experience

  • Developing dynamic wayfinding that responds to operational and passenger needs in highly flexible Airport environments
  • Delivering efficiencies by allowing domestic and international functions to share the same space
  • Using digital formats to tailor wayfinding to specific passenger and flight profiles
Finn Butler, Director at Maynard

Finn Butler


3:10 pm - 3:50 pm Panel Discussion – Managing Evolving Passenger Expectations and On-Demand Transport Operations from 2020 and Beyond

In the era of digital disruption, innovative technologies have truly transformed the industry, with new incumbents emerging in this space, a modernised set of customer expectations have emerged. Organisations must now work to ensure that their services are delivering the best passenger outcomes for reliability and affordability.

  • Learn how digital disruption has transformed the industry and challenged transport operations  
  • Managing the sheer mass of passengers and their competing expectations on standardized services 
  • Catering to different passenger demographics within the transport sector 

Panelists: TBC
Emilie van De Graaf, Director, Passenger and Network Innovation at Yarra Trams

Emilie van De Graaf

Director, Passenger and Network Innovation
Yarra Trams

Matthew Horn, Head of Victoria & Tasmania (Rides) at Uber

Matthew Horn

Head of Victoria & Tasmania (Rides)


Interactive Discussion Group (IDGs)

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two topics you wish to discuss and solve.

Table One

4:30 pm - 5:30 pm Collecting Meaningful Data in Order to Understand your Customer
In a new era of digital information, data is becoming increasingly important, understanding datasets and information processes is critical. This discussion group will focus on how leaders in this space can provide end to end solutions in order to create a seamless passenger experience

  • Improve safety and accessibility 
  • Effectively store, collate and mange large data sets 
  • Provide real-time passenger information
Todd Shipp, Head of Marketing and Corporate Accounts at Cabcharge

Todd Shipp

Head of Marketing and Corporate Accounts

Table Two

4:30 pm - 5:30 pm Balancing the Passenger Experience with Safety and Security
Understandably, safety on public and private forms of transport is critical, especially when thinking about vulnerable people. This discussion will see the facilitation of ideas on how to best safeguard the safety and security of passengers and ensure that services and information are accessible to the passenger.

  • Improving safety and security measures and accessibility 
  • Increased awareness
  • How to best ensure passengers are able to access safety services

Facilitator: TBC
Sudath Amaratunga, Technical Manager Precincts and Infrastructure at Transport for NSW

Sudath Amaratunga

Technical Manager Precincts and Infrastructure
Transport for NSW

Table Three

4:30 pm - 5:30 pm Ensuring that the Passenger Experience is at the Forefront of the Station Design Process
By developing the new Reservoir Station, Genton have reconnected the local context and re-imagined the multi-modal transport hub transforming the passenger experience of commuters.
·         Designing with passenger comfort as a key design consideration
·         What are the costs associated with these designs
·         How does building for customer comfort affect timeframes of projects 

Facilitator: TBC
Marc Debney, Principal at Genton

Marc Debney


5:30 pm - 5:30 pm Close of Day One