Post on 07-Dec-2014
description
Leeds University ITS
Smartcard and Information Programme
28 November 2013
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Smartcard and Information Programme (SCIP)
• Background• Projects Update• Business Change• Communications• Summary and Questions
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Background
• The Local Transport Plan outlined investment in smartcard technology and information management systems
• This will provide customers with enhanced travel information and easy payment for journeys
• These investments are being managed through six related projects within the Smartcard and Information Programme ‘SCIP’
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Background
SCIP aims to transform the customer experience via the following 6 projects:
• Smart Transactions• Web Development• Transport Data Management (TDM)• Customer, hubs and service experience
(CHASE)• Multi modal, hubs and disruption• Out of hours support
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Background
Why a Programme?• Projects are inter- related • Collectively managed, the benefits will be
greater for Metro and its partners
Benefits of the Programme approach:• Business change• Focus on outcomes not outputs• Managing uncertainty
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SCIP VisionTransforming the customer experience for transport ticketing and information
• In order to:– Increase customer satisfaction with their travel
experience– Provide more opportunities to acquire information and
to purchase travel – Reduce cost per customer transaction (whether a
ticket product or a piece of information)– Increased patronage on public transport and higher
use of sustainable modes
Project Visions
Web Development Transforming the customer experience through comprehensive online information however and wherever people need it
Smart Transactions Transforming the customer experience through smart, integrated and easy-to-use tickets and passes
CHASE Transforming the customer experience excellent service underpinned by cohesive customer information
Multi-modal, hubs and disruption
Transforming the customer experience through easy-access and interchange integrating all travel modes, up-to-the-minute information and alternative travel suggestions equipping customers to choose
Transport Data Management
Transforming the customer experience by ensuring back-office systems are efficient and effective
Out of Hours Transforming the customer experience by ensuring customer facing and back office system support is efficient and effective
Project 1: Smart Transactions• Bus and rail are already very important modes of travel
• C.180 million journeys per annum are undertaken by bus in West Yorkshire, c.25m trips per annum on northern trains
• Buses and trains play a very significant role in supporting employment and getting people to education
• There are 45 different bus operators in West Yorkshire.
• The West Yorkshire Metrocard is already the largest multi-operator ticketing system outside London
• But… there is need for greater simplification and clarity
• How… Metro is implementing the Smartcard project and changing the range of products available
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Aims and objectives of the Smartcard Project
Aims: • Implement the strategy set out in the third West Yorkshire
Transport Plan (proposal 15) to facilitate seamless travel across all modes
Outcomes: • Increased customer satisfaction, increased
patronage, lower transaction costsSuccess criteria: • 95% of ENCTS journeys made on smartcards• Reduction in ticket journeys paid by cash on bus by 50%• Reduction in sales volume for face to face transactions
by 50%• Reduction in fraud by 50%• An increase in the number of bus journeys of 2.75m
(1.5%)9
Better Bus Area Fund• Metro awarded £4.925m (included £0.65m for
York)• BBAF award will:
– accelerate and expand the retail network– provide a ‘fund’ for equipping smaller
operators vehicles with smart enabled ticket machines
– build a replacement Card Management System that can be adopted across the region.
• Further apps development for smart phones• Marketing and promotion campaign• Customer incentives to accelerate take up and
usage of smartcards 10
Components of a smart ticketing schemeBack Office Systems
• HOPS• CMS• Analysis engine• Operator re-
imbursement• Test centre
On Vehicle and depot equipment
• ITSO Smart Media readers linked to ETM and GPS
Communications
• Depot WLAN• Depot to HOPS• POST to HOPS• CMS to HOPS• HOPS to HOPS
Security
• ITSO• SMS• ISAMs• Card manufacturer
Products (ITSO)
• ENCTS• Other entitlement• Period tickets• PAYG• Other stored travel
rights
Retail, fulfilment and payment network
• Card production• Distribution• Ability to take
payments• Online POST• Mobile POST
Project 1: Smart Transactions Cards
Product name Date of launchYoung Person’s PhotoCard May 2013
Annual MetroCards (include Corporate, Staff) September 2013
Scholars PhotoCard September 2013
School Cards September 2013
Boarding Cards September 2013
Priority Pass September 2013
16-25 April 2014
Transferable Weekly/Monthly MetroCards April 2014
Direct debit/ auto top up 2015
Pay as you go tickets 2015
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Project 1: Smart TransactionsRetail
Product name Date of launchMcard brand launch July 2013
Leeds & Bradford rail gates September 2013
Travel centres April 2014
Payzone network April 2014
Elland Road Park and Ride May 2014
Web sales (through CHASE project) Autumn 2014
Huddersfield rail gates 2014
Wakefield rail gates/ LSSE 2014/ 15
Kiosks/ pick up posts 2014/ 15
NFC app 2014/ 15
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Issues• Configuration of ticket machines
• Rail
• Hotlisting
• Multi operator ticketing
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Project 2: Web Development
Involves:
• A re-design of the desktop site• A completely new mobile site• Update content management system
Went live in Aprilwww.wymetro.com
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Project 3: Customer, hubs and service experience (CHASE)
Involves:
• Establish online account management• Card management system• Link to other services e.g. information provision,
feedback and complaints
Planned to go live by Autumn 2014
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Project 4: Transport Data Management
Involves:
• Creation of a database that holds services, stops and shelters
• Based on electronic data transfer• Enabled to bring in or merge with other data
sources e.g. cycle lanes, taxi ranks
• Tendering for the upgraded/ replacement database is underway
• Due to issue tender documents early 2014
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Project 5: Multi modal, hubs and disruption
Involves:
• Scoping report complete• Enhance multi modal offering including planned
and live disruption• Expand ability to respond to disruption eg.
cancellations, rerouting services, weather• Establish partnerships to deliver mobile offering
• Technology strategy board bid November 2013• Look to take forward in Implementation Plan 2
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Project 6: Out of hours
Involves:
• Agree what support is needed for customer facing and back office systems
• Move to self serve, 24/ 7 requires extra back up
• Implementation of the new service support in 2014
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Business Change
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What does that mean?!
A programme delivers the ability to do certain things but it’s the business change that helps it make a difference.
Example:We’ve delivered a great new mobile site but the trick is getting people to use it. This is down to:- Designing it right in the first place- Making sure it makes things easier and / or more useful
for people- Telling them about it- Handing over responsibility for looking after it to ‘business
as usual’ so that the programme team can move on to the next bit of change
Business Change
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How do we know it’s working?
The Benefits Management Plan is a way of writing down what changes we are looking for (e.g. increased web hits, proportion of web hits via mobile, customer satisfaction with information), measuring them and if necessary
Staff satisfaction is also an indicator so if you’re not happy, we’re not happy!
CommunicationMCard Branding
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CommunicationOperators
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CommunicationYoung Person’s and Scholar’s
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Summary
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• Delivered as a Programme rather than separate projects
• Focus on business change and customer needs
• ‘Back office/ building blocks’ now in place - now launching customer products
• Any questions ? james.bennett@wypte.gov.uk