Case Study: New South Wales achieves faster, more responsive incident and fault management with Pegasystems

New South Wales Streamlining State Transportation Management

The New South Wales Transportation Management Centre (NSW TMC), part of Transport for New South Wales, manages the state’s road network across 18,000 km and thousands of assets. Facing the challenge of proactively detecting and resolving faults from a vast field network—including sensors, traffic signals, variable message signs and billboards—the agency sought a unified incident management system to reduce response times, track faults and improve engineer efficiency.

NSW TMC implemented Pega’s Build for Change® platform to deliver a decision-driven Fault Management Service in just four months. The solution routes and resolves faults from more than 20,000 remote devices using automated prioritization, escalation and dynamic workflows to technicians. As a result, the agency achieved faster response and better resource utilization, reduced service costs, improved citizen service levels, and earned recognition as “Best Use of BPM Technology” at the Gartner BPM Summit.

New South Wales

Chris Ruwoldt

Principal Manager Transport Operations Systems