Accessible Transportation at ScaleTransport NSW Book & Ride System
Supporting thousands of NSW citizens with disabilities accessing essential services through voice, web, and mobile booking. 12 consecutive months of 100% on-time delivery with full WCAG 2.1 AA compliance.
The Challenge
Transport NSW needed a reliable, accessible booking system for citizens with disabilities requiring specialized transportation services. The system had to handle voice calls, web bookings, and mobile access while maintaining strict accessibility compliance and delivering consistently on-time service.
"We needed a team that understood both the technical complexity and the human impact. Every booking represents a person's ability to access essential services."
— Transport NSW Project Team
Accessibility First
WCAG 2.1 AA compliance across all channels with support for screen readers, voice navigation, and assistive technologies.
Reliability Critical
On-time service delivery directly impacts citizens' access to healthcare, employment, and essential services.
Multi-Channel Access
Support citizens across phone, web, and mobile with consistent experience and full accessibility across every touchpoint.
The Camlin Solution
Deployed a complete booking system using Camlin Solutions (ready-to-deploy compounds) integrated with Camlin Avatar for browser-based assistance, Camlin Speech for Australian voice recognition, and Camlin Contact for intelligent call routing.
Platform Components
Camlin Solutions - Book & Ride
Pre-built booking compound customized for Transport NSW requirements. Rapid deployment with proven reliability from existing Camlin deployments.
Camlin Avatar - Visual Assistance
Browser-based visual assistance during phone calls via SMS-triggered sessions. Helps users with visual confirmation of bookings and accessible interface.
Camlin Speech - Australian ASR/TTS
Voice recognition optimized for Australian accents with natural-sounding text-to-speech. Critical for accessibility and user confidence.
Camlin Contact - Intelligent Routing
Smart call routing and voice interaction system. Ensures users reach the right service quickly with accessibility support throughout.
Key Achievements
12 Months Perfect On-Time Record
From deployment through 12 months of operation, the system maintained 100% on-time booking delivery with zero accessibility compliance issues.
Full Accessibility Compliance
WCAG 2.1 AA compliant across all channels. Screen reader support, keyboard navigation, high-contrast modes, and voice-only operation for maximum accessibility.
Citizen Satisfaction
Thousands of citizens with disabilities successfully using the system for essential transportation to healthcare, employment, and community services.
Rapid Deployment
Deployed in weeks using pre-built Camlin Solutions compound. Australian engineering team provided continuous support throughout deployment and operation.
Measurable Impact for Real People
Technology that delivers when it matters most
How It Works
Multi-channel booking system with voice, web, and mobile access powered by Camlin platform elements.
Citizen Experience
Call or Visit Website
Citizens can book via phone call or web/mobile browser with full accessibility support
Visual Assistance Available
Phone users receive optional SMS with link to browser-based visual interface during call
Intelligent Routing & Booking
Camlin Contact and Speech work together for natural voice interaction with immediate confirmation
Confirmation & Reminders
Multi-channel confirmation via SMS, email, and voice with accessible formatting
Technical Architecture
Supporting Teams and Citizens
The true measure of success: reliable service delivery that empowers citizens with disabilities to access essential services on their terms.
Team Capability
Transport NSW team adapts services efficiently with support from Nuamedia engineers. Modifications deployed in hours, not months.
Operational Efficiency
Efficient deployment and continuous improvement. Platform adapts to changing requirements without service disruption.
Reliability at Scale
12 months of perfect operation proves the platform handles real-world complexity with enterprise-grade reliability.
Why This Success Matters
Technology delivering measurable outcomes: reliable service for thousands of citizens with disabilities accessing essential transportation across NSW.
The 12-month perfect record represents thousands of successful bookings for healthcare appointments, employment, and community services. Consistent, reliable access when it matters most.
The Camlin platform proved it can handle this responsibility at scale, with accessibility compliance, and with the reliability that government services demand.
For Similar Organizations
If your organization needs accessible, reliable communication systems at enterprise scale:
- Government agencies with accessibility requirements
- Healthcare providers serving vulnerable populations
- Transport and logistics with compliance obligations
- Any enterprise where reliability directly impacts people's lives