Transport Authority Uses Co-Located Teams to Deliver a Better App

This government authority is responsible for the development of safe, integrated, and efficient transport systems across all modes of transport – roads, rail, ferries, light rail, and point-to-point, servicing the 5 million citizens. The state’s central ticketing system and has seen over 2 billion trips taken since its launch in 2012.


The transport authority is working towards a goal of increasing the number of transactions completed on digital channels to 70% by the end of 2019. By providing users the ability to self-serve, the transport authority is providing enhanced digital channels to allow customers to self-serve quickly and effectively.

With mobile playing an increasingly important role in the transport customer journey, the need for continuous investment in a user-centered, frictionless and robust mobile experience was identified as a key focus area for the transport authority.



Working towards the common goal of meeting the 70% target required Concentrix and the transport authority to function as “one team.” Run as an agile program, co-located teams switch between sites at specific times throughout each sprint based on the need for interaction with stakeholders and subject matter experts.

Co-location enables the multi-disciplinary team to move quickly together through the feature backlog, testing and iterating at a deliberate and sustainable pace.

With a number of features centered around user profile management and payment functions, such as balance top up and balance transfer, co-located teams enables the team to solve complex technical challenges in a highly efficient manner.



The continued rollout of self-serve features including an expanded profile management capability has led to a 50% reduction in monthly customer care calls for the transport authority since January 2018. The iOS and Android applications have been downloaded by the state’s citizens over 1.7 million times.

Find out more about our digital engineering work.