(extract taken from Spring 2006 Expresslines)
Simon Hunter joined Translink in April 2004 to work in the Milewater Road office as Database Controller in the Ticketing Systems Department.
Later, he applied successfully for the new position of Technical Support Officer in the same Department, taking on these new duties last July. Simon gives readers an insight into the broad remit of his Department and his own job.
“I’m part of a team of ten people in the Ticketing Systems Department, working for manager William McGookin.We have daily contact with colleagues across all departments, within each of the bus and rail operating companies and with external customers such as the education and library boards and the Department for Regional Development.
Our role is to ensure the smooth and efficient working of the ticketing equipment used to issue tickets on buses, trains and at most stations. Together with supporting all passes including pupil, staff and Senior SmartPasses we’re all kept very busy,” Simon explains.
TECH HEAD
A confessed ‘techie’ Simon admits that working in ticketing with the fast moving developments of this technology thrills him. “A very good knowledge of computing, Microsoft packages together with good communication and problem solving skills are essential for my job,” he said.
As Technical Support Officer, Simon is the first port of call for colleagues who are experiencing difficulties or looking for new capability to be added to the Wayfarer ticketing system used across all Translink bus and rail services. “I work regular office hours but am also ‘on call’ to provide advice and technical support to operational staff who might ring me at any hour our services run. In my role you need to be flexible!”
THINKING ON HIS FEET
Simon gave examples of the range of responsibilities of his position: “I develop or refine the ticketing software so that the machines can issue the full range of tickets and there are frequent changes.
For example, every time promotional fares are introduced, I have to program the system to ensure this operates; then prepare the user guidelines for the operational staff issuing these fares. A vital part of what I do is testing the latest software changes. A bad software build could result in incorrect fares, tickets not being able to be sold and potentially lost revenue.”
The Technical Support Officer is also there to help solve problems encountered. “I need to be analytical in approaching any problem put to me and be able to think quickly. I’m often trying to come up with solutions on the spot or to tight deadlines.
I also work closely with the two service engineers and our Metro agents’ representative who are out around the network to install and service Translink’s thousands of Wayfarer machines. I liaise with them to clarify any problems and identify when hardware/software modifications are needed.”
LIFE IN THE FAST LANE
What Simon enjoys particularly about his work is the variety and daily challenges it presents. “It’s all so different. Ticketing developments are so rapid especially on SmartCard multi journey cards. We have a longer-term strategy to refine the range of Translink SmartCard products and their capabilities.”
“The Ticketing Systems team works on the administration and technical back office software for Smartcards. It is vital that each time one of the many thousand Senior SmartPass holders uses their Smartcard to travel the journey information is correctly logged and carried through to our management systems database. One big project ahead will be to handle the renewal of all the Senior SmartCards when the current cards reach their expiry date.”
Summing up Simon says of his team’s role: “Without the ability to issue our customers with tickets and passes (paper tickets, school passes, and SmartCards) we could not operate as an efficient and effective commercial business, that’s where myself and the Ticketing Systems Department come in!”
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