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The concept

3 transport authorities in the Oslo region:

-AS Oslo Sporveier (Oslo county)-Stor-Oslo Lokaltrafikk a.s (Akershus county)-NSB BA (National railway - State owned)

1 common information provider:

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Business area

– Database handling - time schedules PT– Passenger Information– Ticket sales and service– Marketing of PT– Press & Media service– Development and sale of distribution systems

for passenger Information and ticketing– Cooperation with similar entities

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Key figures (2000)

• 3,2 million customers a year• Turnover 124 mNOK (16 mEuro)• Ticket sales 97 mNOK (12 mEuro) • Information sales : 23,8 mNOK (3

mEuro)• Others: 3,5 mNOK (0,4 mEuro)• 70 employees, 45 man-years• Administration/developmentr: 10

people

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Financing

• Information is paid for by the owning companies through negotiated contracts

• Separate agreements for ticket service• Information contracts with non-owner

companies negotiated on a cost-cover basis.

• All PT companies are welcome to participate, neutrality is essential

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5 Information

channels

•Servicecentre in downtown Oslo

•Servicecentre at Oslo airport • Callcenter tel 177 •Internett www•Mobile Internett - wap•Speech recognition (2002)

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Servicecentre

The main Servicecentre had 420.000 customers in the year 2000.

The Servicecentre at Oslo airport had 74.000 visitors

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Tel 177national PT enquiry service

The 177 call-centre in Oslo handled more than 1,2 million customers in the year 2000.

The main software system used in the callcentre is the travelplanner Topp3

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www.Trafikanten

• Interactive travelplanner

• Interactive maps

• Adress search

• Timetable (PDF) printing

• Deviations / delays

• Tickets & tariffs

• News & general info

• e-Sale of tickets (09/01

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Travel planner on wap phonesTrafikanten introduced their travel planner on WAP in October 1999:

•Simple 2 layer menu•Stop names only•Acronyms for stops•Date /time •6.000 users monthly

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13

WAP use is increasing

0

1000

2000

3000

4000

5000

6000

7000

nov.99

jan.00

mar.00

mai.00

jul.00

sep.00

nov.00

jan.01

mar.01

wap

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Callcentre 177 use is declining

0

500000

1000000

1500000

2000000

1998 1999 2000

Accepted

Answ ered

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Strong increase for www

0

200000

400000

600000

800000

1000000

1200000

1400000

1600000

1997 1998 1999 2000

www.trafikanten

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Total demand

0500 000

1 000 0001 500 0002 000 0002 500 0003 000 0003 500 000

1997 1998 1999 2000

Numbers of customers served

besøk www

besv 177

besøk sent.

voicemail

besøk Gmn

besøk wap

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Product development

– Database solution supporting the Travel Planner and all other customer systems

– Intranet solution for daily updating of agents

– Interactive solutions on the web– Travel Planner on WAP telephone– Travel Planner with Speech recognition – New telephone terminals with

locationbased maps integrated with our travelplanner (first release Nokia 9210)

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Trafikanten’s Travel Planner

• Search engine from DOSK AB Gothenburg• Upgraded application based on NT • Covers 4500 stops and +10.000 addresses• Fast response time; less than 0,3 sec• Tailored solution to Trafikantens needs• Object-oriented programming language

with standardized Application Programming Interfaces

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Intranet for call-centre agents

• Support sw tool for call-centre agents• Distribution of “minute to minute”

information • Pop-up broadcast/chat program for alert

messages • Simple, cheap and reliable solution • Edited by call-centre supervisors monitoring

the daily operations / traffic situation

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Intranet for call-centre

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Data exchanges and Databases

• SQL database (Oracle) • “ToppTwins” scheduling program used for data

maintenance• “Regtopp” transport format used for data

exchange. The format is supported by all existing route planning systems in the Norwegian market:– Twins from Dosk– Hastus from Giro– Trainplan (UK)– PCruter from Datagrafikk– TR-Bus from TR-Partner

• Simple and versatile transportformat

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Hastus TR-Bus Trainplan

Convert

Compiler Via FTP to Topp3

on the web

System architecture

Topp3local

Topp3www

waptwins

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Challenges

• Operators and authorities must agree on how to handle and finance Information services in an environment where each operator is focused on promoting his own products only

• Competition, loyalty schemes and special fare-structures makes it difficult to integrate the regional/national PT lines within neutral information providers like Trafikanten

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Solutions?

• Travel Information must be integrated within a framework independant from the interest of each single operator

• The organizing authorities must be willing to take a stronger control and allocate the necessary funds

• Is mobility centres where we integrate PT and mobility info for all a way to go?

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EU Commission proposal • The Commission has proposed several

requirements of how to ensure good information within public service contracts in passenger transport (draft directive)

• emphasizes the responsibility of the organizing authority

• emphasizes the necessity of having complete, correct and up-to date information easy available from all operators

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Pay-back on schedule information

• In the year 2000 Trafikanten served 3,2 million customers. With 12-14% of these as new travellers we indirectly generate ticket revenues of 9 million EUR compared to our operational cost of 2,9 mill EUR in the same period

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We attract new customers!