Questions about the Ways to Pay campaign
Marcus made this Official Information request to Auckland Transport
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From: Marcus
Dear Auckland Transport,
I have a handful of questions about Auckland Transport's Ways to Pay program that I would like to ask using the Official Information Act.
In no particular order:
1. When it comes to using the brand marks of payment card service providers (Visa/Mastercard/American Express) who appear in the Ways to Pay campaign, were any of the payment providers directly involved in the campaign in any capacity, as opposed to say; just being able to use their brand marks as part of a standard payment provider relationship?
1b. If so, which payment providers were involved and could you share a bit about their input?
1c. Was any sign off or authorisation required by brand mark holders to launch the campaign featuring their logos or is it just a hand off, "follow these brand guidelines" type of process?
2. How were the brand mark placements in the campaign designs decided on? For example; in one variation, Visa appears as a hand holding a physical card, Mastercard appears on an Apple Watch and AmEx appears on a phone. I assume these variations were up to the designers discretion and are somewhat random but could you confirm that this is an accurate assumption?
3. How many variations of the Ways to Pay designs are there, across the various print layouts?
4. Were there any payment providers that were considered for inclusion that didn't make it into the final campaign?
5. Does the Ways to Pay campaign have a set end date or will it run more or less indefinitely, at least until the existing AT HOP system is eventually replaced by Motu Move?
Your time and effort is highly appreciated!
Kind Regards,
Marcus
From: AT Official Information (AT)
Auckland Transport
Kia ora Marcus,
Auckland Transport (AT) acknowledges receipt of your request for official
information dated 22 January 2025 regarding your questions about Ways to
Pay campaign.
We hope to respond to your request as soon as possible, but no later than
21 February 2025, which is 20 working days after the day your request was
received. This takes into account Auckland Anniversary, 29 January 2025
and Waitangi Day, 6 February 2025, which are not included as working days.
We may contact you if we require clarification, more time to respond, or
if your requested information is held by another agency.
Your case is being managed by Katy, who is one of our LGOIMA Business
Partners. If you have any further queries, you can contact the team on
(09) 355 3553 during business hours, quoting Local Government Official
Information request number CAS-1046629-B6Y5Y7.
Ngā mihi,
Ane | Customer Care Coordinator
Customer and Network Performance
Auckland Transport
20 Viaduct Harbour Avenue, Auckland 1010
[1]www.at.govt.nz
[2]image
------------------- Original Message -------------------
From: Marcus <[FOI #29840 email]>;
Received: Wed Jan 22 2025 16:30:55 GMT+1300 (New Zealand Daylight Time)
To: [email address] <at[Auckland Transport request email]>;
LGOIMA <at[Auckland Transport request email]>;
Subject: Official Information request - Questions about the Ways to Pay
campaign
Dear Auckland Transport, I have a handful of questions about Auckland
Transport's Ways to Pay program that I would like to ask using the
Official Information Act. In no particular order: 1. When it comes to
using the brand marks of payment card service providers
(Visa/Mastercard/American Express) who appear in the Ways to Pay campaign,
were any of the payment providers directly involved in the campaign in any
capacity, as opposed to say; just being able to use their brand marks as
part of a standard payment provider relationship? 1b. If so, which payment
providers were involved and could you share a bit about their input? 1c.
Was any sign off or authorisation required by brand mark holders to launch
the campaign featuring their logos or is it just a hand off, "follow these
brand guidelines" type of process? 2. How were the brand mark placements
in the campaign designs decided on? For example; in one variation, Visa
appears as a hand holding a physical card, Mastercard appears on an Apple
Watch and AmEx appears on a phone. I assume these variations were up to
the designers discretion and are somewhat random but could you confirm
that this is an accurate assumption? 3. How many variations of the Ways to
Pay designs are there, across the various print layouts? 4. Were there any
payment providers that were considered for inclusion that didn't make it
into the final campaign? 5. Does the Ways to Pay campaign have a set end
date or will it run more or less indefinitely, at least until the existing
AT HOP system is eventually replaced by Motu Move? Your time and effort is
highly appreciated! Kind Regards, Marcus
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From: AT Official Information (AT)
Auckland Transport
Kia ora Marcus,
I refer to your official information request dated 22 January 2025
regarding the Ways to Pay campaign.
I’ve attached a response from Phil Wratt, Customer Care Engagement
manager.
Should you believe that we have not dealt with your request appropriately,
you are able to make a complaint to the Office of the Ombudsman in
accordance with section 27(3) of the LGOIMA Act and seek an investigation
and review in regard to this matter.
You can contact the Ombudsman at [1]www.ombudsman.parliament.nz or
freephone 0800 802 602.
Ngâ mihi,
Katy (she/her) | LGOIMA Business Partner
Customer Care Engagement | Customer and Network Performance
Auckland Transport
20 Viaduct Harbour Avenue, Auckland 1010
[2]www.at.govt.nz
Important notice: The contents of this email and any attachments may be
confidential and subject to legal privilege. If you have received this
email message in error please notify us immediately and erase all copies
of the message and attachments; any use, disclosure or copying of this
message or attachments is prohibited. Any views expressed in this email
may be those of the individual sender and may not necessarily reflect the
views of Auckland Transport.
References
Visible links
1. http://www.ombudsman.parliament.nz/
2. http://www.at.govt.nz/
From: Marcus
Dear AT Official Information (AT),
Thank you for that information, it's greatly appreciated!
I'd like to get a bit more clarity around Questions 1 and 3 for my own curiosity.
To clear out my assumptions first, I take it that AT has a contractual relationship with each payment provider, either directly or indirectly through a third-party payment processor. As part of that arrangement, I take it that providers offer branded elements to their customers for use in posters, signs and so on, along with some sort of general guidelines of how not to use those elements (ie; proper contrast, don't use non-brand colours etc etc)
Given that, it was mentioned that
> The payment providers were not involved in the creative development of the campaign
and
> We then presented the concepts to the payment card service providers and invited them to be included in the campaign.
but that
> Each payment provider approved the key creatives featuring their card or logo
What I'd like to clarify is whether the payment provider's involvement was ad-hoc, whether it be essentially out of goodwill for the launch of the new payment program or perhaps considered a reasonable service to provide under the umbrella of any existing financial processing arrangement, or if there was any sort of new/additional contractual agreement that was signed for the providers to engage in providing feedback and signing off on the various creative elements?
I'm assuming here that it's the former and that "Each payment provider approved the key creatives" should be interpreted as "Auckland Transport endeavored to use provider brand assets in the recommended way, both out of goodwill and general design taste" and not "AT were obligated to satisfy any feedback items or else risk breaching some clause, either in any new contract on the design side and/or in any existing contract on the financial processing side".
Yours sincerely,
Marcus
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