Metro Vancouver’s transportation authority retrofitted their entire system of trains, buses and water ferries with a smart card fare system called Compass. It was one of their largest capital projects ever involving a complete the renovations of stations and installation of new fare readers on all vehicles. The public education component was no less daunting. It was centred on ‘Ask Compass’, an initiative in transparency allowing any user to post a question publicly, while allowing customer service to take their time and answer questions intelligently through a notification system. It was TransLink’s most successful initiative to date and helped mitigate the complex rollout of the Compass Card.