Passenger Rail, Safety, Standards & Regulation, Signalling & Communications, Technology and IT

Customer info deal awarded for Sydney Metro

Sydney Metro Video Help Point. Graphic: Sydney Metro Northwest

Sydney Metro Northwest operator Northwest Rapid Transit has awarded a $75 million contract for hi-tech customer information and communications systems along the network.

NSW transport minister Andrew Constance said on Friday the consortium in charge of Sydney Metro Northwest had awarded the contract to electrical systems business Thales Australia.

Currently under construction, Sydney Metro Northwest will connect several growth suburbs in the north-west of Sydney to the main rail network at Epping.

The project involves the construction of twin 15.5km tunnels and several kilometres of skytrain, along with eight new railway stations, and the conversion of the existing Epping to Chatswood rail link to the new metro style railway, to create one contiguous line between Rouse Hill and Chatswood.

“Sydney’s new metro line will use advanced passenger information technology, including Video Help Points at all metro stations,” Constance said.

“The latest communications and surveillance systems will monitor the new metro network, taking customer experience to a new level with direct video links to staff at the metro control centre via these Video Help Points.”

Constance said seeing a face instead of simply hearing a voice at a help point is an added customer safety benefit.

He said traditional customer service assistants would still be at every station and will move throughout the network.

But the Thales system will provide a new level of customer focus, he explained.

“Customers will have access to real-time service information using technology like smartphone apps, digital information screens on the trains and electronic signage in and around stations,” Constance said. “A modern video technology system will be used to monitor and analyse the hundreds of CCTV cameras on the network to deliver fast, safe and reliable services.”

Thales Australia vice president of ground transportation systems Mick Spiers said the company could provide a world class solution to the Sydney Metro Northwest line.

“We’re looking forward to delivering technology that will contribute to fast, safe and reliable journeys for Sydney commuters,” Spiers said.

Constance said the deal would bring to Sydney expertise from other major transport projects in cities like London, Paris, Dubai and Hong Kong.

“This is another important step forward that again puts our customers at the centre of this exciting Australian-first metro rail project,” the minister added.

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