Case study · Transport
Wheelchair Book & Ride: accessible taxi booking for Sydney.
With SCIA, for Transport for NSW
Wheelchair Book & Ride is the centralised booking service for wheelchair-accessible taxis in Sydney, operated by Spinal Cord Injuries Australia (SCIA) and funded by Transport for NSW. People with disability book by phone or online, in one connected journey across voice, web and mobile. Nuamedia built the platform and has hosted and run it on AWS since the service launched.
Details shown here reflect the reported Wheelchair Book & Ride delivery scope for Transport for NSW.
About the service: SCIA: Wheelchair Book & Ride (opens in a new tab)Transport for NSW: Wheelchair Book & Ride (opens in a new tab)
The challenge
A booking service people depend on
Transport for NSW and SCIA needed a reliable, accessible booking system for people with disability who rely on wheelchair-accessible taxis. It had to handle voice calls, web bookings and mobile access while meeting accessibility requirements. Nuamedia built it and has operated the production platform on AWS since launch.
Accessible transport services depend on both technical reliability and careful service design. Every booking supports a person getting to healthcare, work or community services.
Accessibility first
Reliability is critical
Every channel, one journey
The solution
Built on Camlin Connect
Built from Camlin Connect and adapted for Book & Ride, with Camlin Avatar for visual guidance, Camlin Speech for Australian voice interaction and Camlin Contact for live call handling.
Platform components
- Camlin Connect: the Book & Ride modelA proven booking workflow adapted to Transport for NSW and SCIA requirements, so rollout started from a working model instead of a blank page.
- Camlin Avatar: visual guidanceSMS-triggered on-screen guidance during calls, so people could confirm bookings and move through the journey with more confidence.
- Camlin Speech: Australian voiceRecognition and prompts tuned for Australian callers, helping the service feel clearer and more accessible.
- Camlin Contact: live service handlingCall handling, routing and confirmations that helped people reach the right service quickly, with accessibility support throughout.
Key achievements
Reliable service over 12 months
Across the reported 12-month period, the service maintained on-time booking operations with accessibility support in the delivered scope.
Accessibility built into the service
Designed around WCAG 2.1 AA requirements across voice, web and mobile, with screen reader support, keyboard navigation, high-contrast modes and voice-assisted use.
Real people, essential trips
People with disability use the service to get to healthcare, work and community services.
Built from a proven base
Rolled out from pre-built Camlin booking components, with the Australian engineering team supporting deployment and live operation.
How it works
A rider's journey
One booking journey across voice, web and mobile, on Camlin platform elements.
Step 1
Call or visit the website
Book by phone or in a web or mobile browser, with accessibility support throughout.
Step 2
Visual guidance on request
Callers can get an SMS with a link to on-screen guidance during the call.
Step 3
Routing and booking
Camlin Contact and Speech work together for natural voice interaction and an immediate confirmation.
Step 4
Confirmation and reminders
Confirmation by SMS, email and voice, in accessible formats.
What made the service work
- Book & Ride workflow adapted from a proven Camlin base
- Optional on-screen guidance sent by SMS during calls
- Australian voice recognition and prompts
- Live call routing and confirmations
- WCAG 2.1 AA accessibility support
- Phone, web and mobile kept in step
- Real-time booking confirmations and updates
- Australian hosting and data-handling options
Results
Supporting teams and riders
Reliable service that lets people with disability reach essential services on their own terms.
Team capability
SCIA and Transport for NSW teams can adapt services with support from Nuamedia engineers, without lengthy rebuild cycles.
Operational efficiency
Continuous improvement after launch. The platform adapts to changing requirements without service disruption.
Reliability in production
The reported 12-month delivery period shows the platform handling real-world transport complexity with reliable operations.
Why this matters
Over the reported 12-month period the service supported thousands of bookings by people with disability in Sydney, for healthcare appointments, work and community services: consistent, reliable access when it matters most.
We expect avatars and voice to become a normal part of care and accessibility services, and this is work we care about. It suits:
- Public sector agencies with accessibility requirements
- Healthcare providers serving people who rely on them
- Transport and logistics with compliance obligations
- Any organisation where reliability directly affects people's lives
Similar service
Discuss your requirements
If your organisation needs accessible, reliable communication on every channel, talk to the team that built this one.