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e-Ticketing up close

Posted: 28 February 2013 | Horst Stammlet, Chairman, Kontiki e.V. | No comments yet

Given the pervasiveness of wireless networks, the explosion of mobile computing and communications devices of all forms, and the fundamental requirement for mobility, it is no wonder that multi-application, inter – operability, man-machine-interaction or intermodal public transport is now at the core of so many strategic plans. Just as life without mobility would be unpleasant at best, public transportation companies and networks that are not optimising their customer and communication systems and services will be operating at a distinct disadvantage. Access to information resources on an anytime/anywhere basis is today the key to productivity and an advantage no matter what the mission.

Given the pervasiveness of wireless networks, the explosion of mobile computing and communications devices of all forms, and the fundamental requirement for mobility, it is no wonder that multi-application, inter - operability, man-machine-interaction or intermodal public transport is now at the core of so many strategic plans. Just as life without mobility would be unpleasant at best, public transportation companies and networks that are not optimising their customer and communication systems and services will be operating at a distinct disadvantage. Access to information resources on an anytime/anywhere basis is today the key to productivity and an advantage no matter what the mission.

Given the pervasiveness of wireless networks, the explosion of mobile computing and communications devices of all forms, and the fundamental requirement for mobility, it is no wonder that multi-application, inter – operability, man-machine-interaction or intermodal public transport is now at the core of so many strategic plans. Just as life without mobility would be unpleasant at best, public transportation companies and networks that are not optimising their customer and communication systems and services will be operating at a distinct disadvantage. Access to information resources on an anytime/anywhere basis is today the key to productivity and an advantage no matter what the mission.

Kontiki is a non-profit organisation with inter – national members. Passengers, transport companies and associations, researchers, political authorities for public transport, industry representatives, the banking and credit sector, and consulting companies work together in order to promote electronic fare management systems. Kontiki is conceived as a product- and system-neutral platform for e-Ticketing and interoperable electronic fare management (EFM). Kontiki takes a multidisciplinary approach and thus has an integrated view of current topics. At the moment this is especially focused on supporting transport companies and associations with the introduction of e-Ticketing and/or migration to EFM and the promotion of innovations in technology and sales. Eighty-eight Kontiki members work together to find sustainable answers to the challenges that public transport must manage in today’s information society. A major step forward in making transport ticketing across parts of Europe simpler and easier for passengers was the Memorandum of Understanding signed in 2012 by VDV-Kernapplikations GmbH & Co KG, ITSO, Calypso Network Association, the AFIMB (French Agency for Multimodal Information and Ticketing) and the UITP (International Association of Public Transport). The objective is to create a European alliance for the development of European interoperability. Seamless customer accessibility to different public transport networks across Europe using smart media means that we can expect in the near future that access to the networks shall no longer be a barrier; travelers being provided with contactless devices can use them for loading multiple transport products in different geographic areas throughout Europe. The issue is easy access to public transportation throughout Europe and one single contactless smart wallet for all tickets.

A qualitative EFM market research study examined how customers view interoperability. In a random survey taken throughout all of Germany, people were queried about topics like additional benefits, inhibitions, additional journeys, and willingness to pay. A few of the most salient results included:

● Interoperability receives very positive marks, especially if it is viewed as a path toward a more uniform tariff structure, the same automats, and similar prices

● As far as a willingness to pay is concerned, a large majority of customers do not wish to pay surcharges for e-Ticketing and inter – operability and also expect all common methods of payment (pre-paid, credit cards, direct debit).

Fundamentally, the study shows that assumed customer expectations in public transport were validated. Passengers expect inter – operability, at least in heavy-use regions, and imagine that they can purchase and use their tickets everywhere in the future, just as they can use cell phones everywhere.

(((eTicket Deutschland ensures the inter – operability of EFM for Germany and has in addition the interoperable EFM at European level on schedule. More than 140 Core Applications participation contracts have already been signed. (((eTicket Deutschland is tapping the market and therefore VDV CA organisation is developing into a servicee provider. Structures in transport policies and transport systems in Germany are very heterogeneous, which is also reflected in the attitudes toward e-Ticketing. Goals and utility are characterised by ‘sovereign’ decisions of the individual associations and transport companies. Infrastructure expansion is not getting any easier under the current prevailing financial circumstances.

Additional growth potential is to be found in the Germany-wide interoperability, which however, remains a task for the near future. Major projects require a complex project structure since the variety of tangible specifications and the large number of participating transport associations, all with very different technical environments, necessitates both differentiated project planning as well as intensive project management. Project goals can thus be achieved both functionally and on schedule.

Simplicity for the customers involves complex background structures. The ideal solution for a uniform service concept is the association-wide, multi-client capable background system. Advantages include economic efficiency, simultaneous introduction within the association’s area, simplified further development for new products, and VDV-Core Application, stage 3 (Interoperability). The multi-client capable background system is an essential basis for a unified association-wide service concept since linking a large number of various distribution systems with online interfaces is very technically and organisationally demanding.

Another hot topic is data protection. The VDV-Core Application is conform to data protection law. It complies in principle with the data protection law guidelines, especially with the anonymous use and payment options (pre-paid) and the exclusive use of pseudonymisation for communication of payment data. Preferred e-Ticketing procedures do not store meticulous records of the route taken. From the start, e-Ticketing systems must take into account an individual’s right to use public transport without leaving a trace. VDV-Core Application satisfies this requirement.

Online sales mobilises public transport

Marketing is in the forefront, not the technology, to bring e-Ticketing on the way forward. Networked mobility is increasingly moving into focus, especially for young riders. New distribution technologies are required with simple, transparent structures that deliver real-time information. And last but not least, revenue assurance is an essential aspect of networked mobility distribution. e-Ticketing and online sales merge into each other. Online marketing offers a wide range of mobility services from timetable information in real-time to hotel reservations. e-Ticketing today involves a whole lot more than a contactless smartcard. Many public transport companies and networks are constantly expanding their service offering in a user-oriented, customer-friendly manner by encouraging internet usage and providing numerous apps along the transportation chain. The information is provided in different modes and, besides information for local public transport, it also provides services for drivers, cyclists, pedestrians and hobbyists using the dual channels of internet and mobile telephone. Future mobility management will include social media, internet sales and web shop ticket purchasing. New measures and procedures are being defined for passengers and transport companies to optimise MMI (man-machine-interaction). The initial lesson is that public transport is ready for online sales. But marketing efforts should not neglect staff-assisted sales despite the increased use of online technology, since service points support personal communication with customers.

Creative internal communications – success factor for e-Ticketing projects

The introduction of complex systems requires a learning organisation. New technologies and changing customer behaviour also require new channels and means of internal communication. The social and technical network that we use for communication today contains a large number of components, including for instance Corporate Portal, App Gallery, Communities or Wiki. The communication pathways allow direct connections between employees without consideration of hierarchical structures. The contents cannot be monitored, so guidelines/ regulations should provide criteria for every employee for correct use of the communication pathways. The inside flows outward, opportunities and risks must be clear to everyone within the company, contacts in outside networks like Facebook, Twitter, etc. are possible all the time. Mobile internet is the communication pathway of the future.

Multi-application – creativity to serve passengers

VDV CA offers, besides the connection of multiple public transport services, many other services of public and private operators, for example car sharing, parking, bike renting, access to the public library or theaters, museums or cinemas.

General mobility support systems by way of combining all modes of locomotion are designed by using the web and necessary apps as its basis. Route planning from the starting point to the final destination, the possibility to purchase a ticket, to order a taxi, is part of the system. It offers users the advantage of access to the widest variety of providers by way of an account.

Today a smartphone can be a ticket machine in every customers hand to provide tickets with just a few clicks. Public transport pilots with NFC (Near Field Communications) are under way in several European countries. At the Kontiki conference in Cologne 2012, a NFC Strategy Roundtable was established to discuss open questions, for instance, security and prices remain to be resolved. Regarding discussions of new technologies methods like PayPass, mpass, prepaid debit cards (Geldkarte), and Google could potentially be complimentary to EFM, however cannot cover the required overall functionality of payment, ticket, and controls.

Kontiki is a multidisciplinary platform for all EFM participants, offering the space for intensive technical discussions, supporting oriented-results and practical and effective EFM development.

Biography

Horst Stammler is Chairman of Kontiki e. V. He studied Public Administration in Kehl and for 30 years was employed in various leading positions in public transport. As Project Manager he was responsible for extending the well-known light-rail system in Karlsruhe and establishing a Tariff Association in the Karlsruhe region (Karlsruher Verkehrsverbund). From 2006, Stammler worked as Tariff, Marketing and Sales Manager for Veolia Transport and Verkehrsverbund Berlin-Brandenburg. Today, Horst is Managing Director of Verkehrs- und Tarifverbund Stuttgar.

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