CIO50 Australia 2024: Kurt Brissett, Transport for NSW

Name: Kurt Brissett
Title: Chief Technology and Innovation Officer
Organisation: Transport for NSW
Commenced role: Dec 2022
Reporting line: Group Chief Financial Officer
Member of the executive team: Yes
Technology Function: 700 staff, six direct reports

As chief technology and innovation officer, Kurt Brissett has been leading the delivery of an AU$1bn portfolio of capital technology and digital initiatives in support of New South Wales’ largest-ever investment in transport infrastructure.
 
Brissett and his team have been responsible for transforming the digital transport experience for its customers across NSW, including a number of firsts for Australia.  He has been instrumental in the development and delivery of a wide range of pioneering technologies, setting new benchmarks in how public services integrate digital solutions.

Transforming customer experiences

Under his leadership, Transport for NSW developed its first ever agency-wide technology strategy. This comprehensive plan combines customer, operational, information, and emerging technologies to enhance both the travel experience for commuters and the workplace experience for employees. This strategy has been central to a range of digital advancements, positioning NSW as a leader in digital transport solutions.

Among the team’s groundbreaking achievements was the implementation of the Southern Hemisphere’s first contactless transport payments system, which allows commuters to pay for public transport using credit or debit cards. This system was enhanced further with Australia’s first Apple Express Mode, enabling iOS users to tap their devices without unlocking or authenticating them, revolutionising convenience for daily commuters. These initiatives have significantly improved the public transport experience for millions, with 60 per cent of adult trips now being taken using contactless payments, and 65 per cent of those taps made via smartphones or smartwatches.

Brissett and his team also led the development of the Opal Plus app and Transport Connect, an integrated digital platform that offers a seamless, subscription-based experience for commuters, akin to a “Netflix-style” service for mobility. This mobility marketplace not only improves the efficiency of transport planning for customers but also provides real-time, predictive notifications about transportation services, including updates on service status and capacity. This AI-driven solution ensures that customers have access to the most accurate information, enabling them to make better-informed decisions about their travel plans.

Smart infrastructure

Beyond customer-facing innovations, the team delivered a number of advancements to improve the infrastructure that supports NSW’s vast transport network. One of these included the implementation of Asset AI, a platform that uses AI technology to monitor road conditions. By using sensors and cameras mounted on public service vehicles, this system helps detect potholes and cracks on roads, enabling councils to proactively address maintenance issues. This initiative has not only extended the lifespan of roads but also improved safety for all drivers by facilitating early intervention on road defects.

Another example of the team’s work is the deployment of smart motorway technology on Sydney’s M4, one of the busiest roadways in the region. The introduction of these smart systems has led to a 20 per cent reduction in travel time between Parramatta and the Blue Mountains and reduced crash risks by up to 30 per cent. The implementation of these technologies has also delivered measurable safety improvements, further enhancing the daily commute for thousands of drivers.

In regional areas, TfNSW’s work has expanded access to real-time trip information for bus passengers. More than 1,200 rural and regional buses are now equipped with real-time technology, improving the experience for those in more remote areas and ensuring greater equity in access to public transport services across NSW.

Innovative solutions

Brissett’s leadership extends into innovative, non-traditional applications of technology within transport services, including the development of a Park&Ride product, which links customers’ vehicles with their Opal cards or contactless payment methods, allowing for free parking at commuter car parks. Integrated with license plate recognition technology, this product has improved accessibility and convenience for commuters, supporting over 9 million customer visits since its launch.

Another forward-thinking initiative adopted by TfNSW has been the use of virtual reality (VR) to provide train crews with simulated emergency and evacuation scenarios. This immersive training tool allows for more effective and safe training environments, enabling crews to better prepare for real-world emergencies without the risks associated with live drills.
TfNSW has also driven the use of drones to monitor traffic and rail corridors, providing valuable data that helps predict and prevent potential issues, such as landslides or traffic congestion.

Leadership in future mobility

Under Brissett’s guidance, Transport for NSW has established a Future Mobility Testing and Research Centre in Cudal. This world-class facility serves as a proving ground for connected and autonomous vehicle trials, as well as other emerging transport technologies such as 5G vehicle-to-traffic signal communications.

This centre is part of Brissett’s broader strategy to position NSW at the forefront of global mobility innovation, providing a platform for testing and deploying next-generation transportation solutions.

Opportunities for veterans
 
As a former army officer with 15 years of service including multiple operational deployments to Iraq, Afghanistan, Kuwait, UAE, Indonesia and Solomon Islands, Brissett is committed to fostering employment pathways for veterans who he says “possess unique skills and experience which are valuable and highly transferrable.”
 
Brissett is Chair of the Transport Veterans Board and has positioned Transport for NSW as an employer of choice for the Ex-Defence veteran community. During his time as Chair, TfNSW has increased its veteran hires by over 100 per cent, and now is one of the most prolific employers of veterans across NSW government.
 
He has established a highly engaged and inclusive workforce, with the Technology and Innovation team being recognised for its unique and innovative approach to staff hiring based on an individual’s character, and their ability to work within a team environment.
 
“There is a correlation between the high levels of staff engagement achieved and that of our customer satisfaction scores,” says Brissett.  “The most recent TfNSW customer satisfaction index registered customers being 96 per cent satisfied with the digital products, technology and customer information that they were receiving. This favourable customer sentiment has also meant that there is an exceptionally high level of positive brand association with products such as Opal.”
 
The Technology and Innovation team has maintained a high retention rate which currently sits at an average of six years, which has been valuable in retaining human capital in a highly competitive technology market.
 
Shaping the future of transport

Brissett’s technology leadership has not only transformed the travel experience for millions of NSW residents but also set the stage for future innovations that will continue to enhance public services. His ability to leverage emerging technologies to solve complex operational challenges and improve customer satisfaction underscores his position as a driving force behind digital transformation in Australia’s public sector.

With a clear focus on customer-centric solutions, operational efficiency, and innovation, Kurt Brissett remains a key figure in shaping the future of transport in NSW and beyond.