Transurban – LinktGO Mobile Tolling Solution
Transurban – LinktGO Mobile Tolling Solution has been recognised as an ABA100 Winner for CX Innovation in The Australian Business Awards 2019. The Australian Business Award for CX Innovation [CXI] recognises products and services that provide innovative solutions for new and existing market needs in the field of customer experience management.
As one of the world’s largest toll road operators, Transurban works to get people where they want to go, as quickly and safely as possible – from designing and building new roads to researching new vehicle and road safety technology.
Transurban is an Australian-owned company that builds and operates toll roads in Melbourne, Sydney and Brisbane, as well as in Greater Washington, United States and Montreal, Canada. Transurban designs roads for the long term, ensuring they’ll deliver real and lasting benefits to cities and their communities.
In addition to roads, Transurban operates Linkt, Australia’s largest toll road retail operator, supporting close to 4 million customer accounts and 400 million trips annually. Linkt offers toll road payment arrangements, customer support, account management services and digital offerings.
In 2017, Transurban disrupted the tolling industry by launching LinktGO – the world’s first national virtualised tolling platform. LinktGO shifts the paradigm in toll road payments: it replaces the physical tag with an app and physical gantries with virtual geo-fences.
Using a smartphone’s GPS, LinktGO allows drivers to see toll travel in real time and pay trip-by-trip using just their phones, with no need for a tag and no ongoing commitment. It not only redefines the traditional tolling supply chain, but also a customer’s value chain – it provides the first product in Australia to allow trip-by-trip payments in place of prepaid passes and account balances.
Recent customer research indicated that around 50 per cent of Transurban’s customers are occasional toll road users, meaning they typically use toll roads less than four times a year. The research also showed that these customers want flexibility, control and easier ways to manage their toll-road travel.
Many just want to pay for a one-off toll. Historically, these infrequent users have had to choose between the commitment of an account or a temporary pass, with few options in between. To provide a viable product for these customers, Transurban developed LinktGO – an innovative GPSbased approach to tolling with customer experience at its heart.
LinktGO was created as a mobile-first experience, using a smartphone rather than a physical transponder and gantries to create the tolling experience.
Leveraging a smartphone’s GPS coupled with geofencing technology, Transurban virtualised the physical tolling infrastructure to develop the world’s first tolling solution to record travel in real time.
LinktGO has created a new paradigm in toll payments. With trip-by-trip payments and full transparency of trip details and costs, it provides a “no account feeling” to those who don’t want to commit to an account but want an easy way to pay.
LinktGO puts control in the hands of the customer, giving them a seamless and empowering way to access the entire toll network in Australia.
The Australian Business Awards are an annual comprehensive awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of established business and product award categories.
The Australian Business Awards are the national chapter of an integrated, hierarchical leadership initiative conducted on a national and international level. Eligible organisations are invited to participate in the international chapter of the program at The World Business Awards whereby participants are provided with the unique opportunity to benchmark themselves against the top performers globally.
The process culminates in the selection of organisations which implement world-class business initiatives, projects, products and services. The award recipients are recognised as the elite of their industry earning a place amongst a distinguished group by having their achievements acknowledged and celebrated.
Organisational eligibility includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.
Organisations are required to complete a submission for a specific business initiative, product or service.
Business initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.
Products can include but are not limited to services, devices, equipment, programs, processes, activities, applications, information, knowledge, software, cloud-based services, platforms, systems and manufactured goods. Products must be commercially available on the Australian market and comply with all applicable Australian standards and regulatory requirements. Product eligibility includes domestic and international products available to the Australian marketplace.
The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards.
The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.
Organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement are recognised via a set of established business and product award categories.
The program provides a notable opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and celebrated for their achievements both nationally and internationally.
Conducted annually, the program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance through a global recognition and knowledge building initiative that is underpinned by the program’s established framework.
The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige.