I’M LOOKING FORWARD TO A SEAMLESS JOURNEY

FROM TRANSPORT TO MOBILITY:INTRODUCING MULTI-MODAL TRANSPORT

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This paper is supporting the two white papers which have already been produced by Atkins:

• Journeys of the Future; and

• Connected and Autonomous Vehicles.

Publication date 28 October 2016

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Contents

Intelligent Mobility 04

What is ‘iM’? 05This paper 06

What is Journey Management? 08Journey Management in more detail 09Customer Experience 10

Data to Information 10

Innovation 10

Network Optimisation 11

New Business Model 11

Ticketing 11

Quantifying the problem 12Quantifying the solution 14

Creating a glide path to Mobility 15

Data ownership 16

Why now? 18

How does it work? 19

Before and after 20

Freight Mobility 22

Benefits 24Application 26

Challenge 28

Conclusion 30Case Studies 32About the authors 34

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iM INTELLIGENT MOBILITY WITH ATKINS

Intelligent mobility will transform the transport sector and has an estimated global market of £900 billion by 2025 (Transport System Catapult study) . Intelligent Mobility is focused on connecting people, places and goods across all modes of transport. Unlike standard approaches to date, it is not ‘vehicle’ or mode-focused, but looks at the system as a whole, and examines demand and utilisation from a total journey perspective. Most importantly, it puts the user at the centre, providing a personalised travel experience.

Connected and Autonomous Vehicles are a hot topic across the globe. The UK are investing £100 million from 2016-2020 to ensure the UK is at the forefront of this technology.

Connected and Autonomous Vehicles will provide significant benefits to the UK from a reduction in congestion levels and accidents to increasing accessibility. They also play a fundamental role in delivering Mobility as a Service.

From fully driverless to self-parking, to traffic jam assist capability, connected and autonomous vehicles offer a range of services and business models that can improve how the network functions and how we live our lives.

Mobility as a Service is transforming the user's journey by delivering transport as a service instead of a function to facilitate travel. Transport is currently a range of modes and systems all operating in silos. Mobility as a service is focused on breaking down those silos.

Journey Management plays a fundamental role in delivering Intelligent Mobility and provides the foundations for Mobility as a Service. Journey Management is about creating a seamless multi modal travel experience while also providing the network operators with a range of data generated by the users enabling them to understand how the network is operating and requirements of their customers. Journey Management enables users to undertake any multi modal journey, include personalisation to their journey options and have trust in the information they are being provided.

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Intelligent mobility is an end-user and outcome-focused approach to connecting people, places and services - reimagining infrastructure across all transport modes, enabled by data, technology and innovative ideas.

It will transform people’s journeys and the movement of goods, whilst increasing the efficiency, sustainability and safety of our transport systems and cities worldwide.

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iM EXPLORES JOURNEY MANAGEMENT AND THE KEY QUESTIONS FACINGGOVERNMENTS, TRANSPORT SERVICEPROVIDERS AND OPERATORS

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WHAT IS IT?It is creating a frictionless service, powered with cutting edge technology, that enables the most efficient and stress free movement of people and goods from A to B. This optimises network performance and maximises available capacity.

WHY MUST WE ACT?The network is creaking, the challenges are growing, the demands of the customers are increasing. We cannot afford to stand still and throw money at old solutions.

WHO BENEFITS?We all should. If the network is dynamic, intelligent and personal then the service benefits the user and the network manager alike. The aim is to make technology work for all of us.

WHEN IS IT HAPPENING?It’s already started! From apple pay to autonomous vehicles, the technology is already available. Governments and public regulators must rise to the challenge and enable tomorrow’s innovations to be proportionately tested and deployed today.

HOW DO WE START?We must be brave and take the first step. Fear of failure should not be the death knell of innovation. We must create experiments and proof of concepts that grow organically supported by a robust strategic framework.

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WHAT IS JOURNEY MANAGEMENT?

Journey Management is about connecting people, services and information together in real time. Journey Management is more than just transport, it links to other services such as health and education and includes a seamless payment method which covers all modes. In short, Journey Management is about connecting the right information to the right person at the right time. A positive customer experience is key to developing and maintaining market growth. The travelling public look for ease and reliability of travel between A and B, and a cost efficient system in place to facilitate their choices.

Intelligent Mobility looks to connect people, places and goods across all modes of transport, and as such, Journey Management is fundamental in delivering this. Journey Management looks to provide a behaviour led approach to technology deployment, rather than being technology led. Outcomes are driven by customers’ behaviours and requirements instead of by the technology developments. The market is changing and transport providers, authorities and cities will play a new role going forward, providing services that can be tailor-made to the individual.

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Journey Management is characterised by:

Customer ExperienceA real understanding of the needs, preferences and behaviours of people and businesses.

Data to InformationEffective exploitation of ubiquitous data (everyday data).

InnovationCapitalising on advances in technology in areas such as the Internet of Things (a network of objects embedded with electronics so they can collect and exchange data), sensors and autonomous systems.

Network OptimisationTransport networks operating freely and reliably at optimal capacity with seamless interchange between different modes.

New Business Models A vibrant commercial market continually encouraging business innovation and applying experience from beyond the transport world.

Mobile Interoperable Dynamic Ticketing A seamless ticketing system which is available anytime and anywhere.

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Customer Experience

1. Customer needs - Understanding the customers requirements.

2. Information - Providing the right information at the right time. This enables the user to make an informed decision to reduce travel, reroute, retime, remode or continue their usual journey.

3. Timely - Regular updates before and during the journey.

4. Sharing - Two way sharing of information to improve the network and user experience.

Data to Information to Intelligence

1. Single source of Truth - Bringing actionable data together and making sense of it all.

2. Trusted Information - The customer must BELIEVE what they are being told.

3. Reliable - 100% accuracy at all times. This is about BRAND recognition.

4. Resilient - When things go wrong on the network, the intelligence the customer gets is more important than ever.

5. Accessible - Any device, any location, any person - these are the basic requirements of use.

Innovation

1. Future Proof - Understand where legacy equipment fits and more importantly, where it does not.

2. Architecture - Define a modular approach to design, creating building blocks of capability that can be linked together.

3. Agile - Solutions must be capable of adapting to the new technologies and services that become available.

4. Interoperable - Standards and interface requirements must be clear and unambiguous.

5. Organisation - Sometimes it’s not just about the technology, as the organisation itself must be innovative.

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1. Access - A sustainable solution using technology that is understood and enjoyed by the travelling public.

2. Interoperable - One ticket for all transport networks.

3. Personal - Link your mobility options to incentives that are right for you. This can be selecting the fastest route, least changes, quietest route or even being rewarded for deciding not to travel at all.

4. Shared Economy - Exploit new routes to market for the payment of services linked to mobility choices across the whole supply chain.

1. Balance - Manage the push and pull of the various users against the capacity of the network so that a trusted steady state is created.

2. Trust - Where customers and network operators trust the information they receive - this is about fostering positive relationships.

3. System - A system of systems approach is needed, where the groups of capability and technology are linked together and perform at a system level.

4. Dynamic - The network must be agile and responsive to meet the changing needs of the population. It must look to predict, manage and anticipate demand at a second by second rate.

5. Resilient - The system needs to operate as efficiently as possibly to optimise capacity.

6. Multi-modal - Mobility is about all modes, and the operators must work together to achieve a seamless multi model system.

1. Opportunity - It is a disruptive time where the future is unknown. Time to consider how new market space is impacted and revenue created.

2. Services - On line, on demand, revenue generating services for direct consumption must be part of the mobility solution.

3. Engagement - The ability to reach out to the customer across a multitude of platforms to question, listen and learn from their actions and provide for their needs.

4. Collaboration - The ecosystem is massive. No single company can provide a solution. Engagement, both culturally and business wise, is needed to encourage a collaborative system.

Network Optimisation Fundamentals

New Business Model Fundamentals

Ticketing Fundamentals

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The current problem with Transport is that none of the options are really integrated. This means that different users with differing requirements are battling against each other, the reduced road space, the limited parking options, the crowded buses, the emissions levels and the busy street furniture on a daily basis. We accept these as problems but little is being done in a coordinated and strategic way to address them.

We face a number of challenges today and unfortunately it isn't getting any easier. Cities are growing, rural communities are battling to remain relevant, and transport, the backbone of the economy is shuddering under the pressure being applied. Smart Ticketing has been attempted by many individuals, yet users cannot use one ticket for all their journeys across the UK!

What about Journey Planners – have they made a measurable impact in the reduction of congestion or stress for journeys?

Yes, they have made some improvements to users' journeys. However significant improvements and benefits are yet to be seen.

Journey Planners do provide some very useful information, but in general they struggle with multi modal journeys, real time updates and payment methods. Numerous journey planners are often very difficult to navigate and require a lot of input from the user. They often feel like the first dish of a 3 course menu, except the other dishes - comfort, freedom, payment mechanisms and real time updates and choices are never served up. This results in an overall negative customer experience.

Similarly most existing systems /journey planners are not personalised to the user so only generate generic travel options. For example a user might prefer to drive to a different station if their child is at school in the area/parking is cheaper or other reasons. Yet a traditional Journey planner will only provide generic options for the user which restricts the users' journey options.

What can we do about this?

The solution is to deliver personalised journey options and make the system work for all of us. The system needs to understand the needs of the user and the network operator.

Can we exploit technology?

Yes, if we do it in the right way. We live in a digital age, information is now available at the touch of a button or a voice command.

Transport has begun to take advantage of this but that is causing more problems. There are so many different versions of the truth about your journey that users jump from one app to a website to another app to try and see what the right information might be.

Can we solve this issue?

Yes, the solution is an integrated network system with data sharing which provides one source of truth that the user can trust. This is a very difficult outcome to achieve as there are numerous companies across the UK which all operate in silos e.g rail and bus operators. We need the system to work as one, enabling the user to undertake a seamless journey on one ticket, one payment system and one information platform. London's Oyster and contact-less payment system enables one payment mechanism for travel within London. This has transformed travel within London however it lacks the ability to provide one source of truth, as the validity of information about delays and incidents is different depending on which website/app you are using. that the user can trust. A single source of truth means bringing all the data and information that currently exists and linking it all together in a reliable, sensible and consistent way.

QUANTIFYING THE PROBLEM

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24.3mphThe average speed during the weekday morning peak (7:00-10:00) on local authority-managed ‘A’ roads in England in the year ending September 2014.

(DEPARTMENT FOR TRANSPORT)

124The average amount of hours a British driver spends stuck in gridlock annually, and this is set to rise to 136 hours in 2030, equivalent to 18 working days a year.

(INRIX)

said that driving to work in the rush-hour increased anxieties.

(BRITISH ANGER MANAGEMENT ORGANISATION)

68%

of all journeys made in the UK are subject to negative experiences.

(TRANSPORT SYSTEM CATAPULT)

75%

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QUANTIFYING THE SOLUTION

The cost of 10% of all commuters wasting half an hour due to severe incidents/congestion/accidents on the network and a lack of information.

£1,438,592 a month

The cost of 25% of all commuters wasting 5 minutes of their commute due to lack of information, lack of options and ticketing/payment issues.

Journey Management will save £599,413 a day

If 30% of these journeys benefited from Journey Management this would save £72million per year.

This equals £243million a year

The cost of 5% of all commuters wasting an hour due to severe incidents/congestion/accidents on the network and a lack of information.

£7,192,963 a year

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The successful running of a vibrant transport network is made up of a number of complex and different parameters. In fact, the ecosystem, which combines customers, behaviours, technology and operations together in a seamless and optimised way is at the heart of what is being proposed.

There must be an ecosystem, or multi-stakeholder engagement platform, that supports the successful deployment of mobility based solutions. For this to be achieved it cannot be done in isolation and the government must define at a national level what is required for a sustainable solution to take shape; one that links a number of companies with competing offers together. The UK can establish itself as market leader by developing a targeted operating model for engagement that protects and optimises the various market offerings. The government should assume the role of an enabler. This operating model must define the engagement across parties as well as the technical requirements, such as data flow and security, necessary for implementation.

No longer is it sufficient to deploy technology for technology’s sake. New approaches are vital in order to proactively engage and collaborate with the customer and their needs and engage with them in a meaningful fashion. The psychology for change and the behaviours that underpin this, both real time and predictive in nature, need to be explored in order to implement effective behaviour change. It is also important to recognise that the customers using the network have different requirements and that all customers of the Network need to be catered for, including vulnerable users.

Journey Management is a data rich world. With the growth in connected and autonomous vehicles as well as the increase of mobile based devices, huge volumes of data will be created in order to drive new market offerings. Highways England, Department for Transport and cities have access to a huge amount of existing data. However, to capitalise on this, it must be made clear what the roles of the institutions are going to be and how the organisation, the technology, and the data can be linked together in the most innovative and robust way possible. The UK can be a world leader in establishing a market focused independent data exchange role that allows for data from all providers to be handled in an anonymous way that drives value creation as well as network optimisation.

It is key that once behaviours are understood and quality information provided to the customer, that an ongoing framework for sharing and exchange is established, further developing the relationship between information provider and user, as both parties benefit from knowledge transfer.

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To enable the transition to a mobility based provision of services, there are 5 key considerations:

CREATING A GLIDE PATH TO MOBILITY

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DATA OWNERSHIP

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Technology is converging and as new products and systems enter the market, be it Connected or Autonomous vehicles, mobile phone applications or the Internet of Things; they are all interconnected, sharing information about their users and surroundings. This raises several questions around the management, accountability, governance and commercialisation of data. More specifically:

1. Who is responsible for the information being shared?

2. Who and what information is being shared?

3. Who is the information being shared with?

4. How is the process regulated i.e who is making the decisions based on the new data?

5. How is it being commercialised and how can skills be created in line with market demand?

6. Who is going to check and analyse the accuracy of the data?

It is vital we address these questions in order to use technology as an enabler; and as we move from experimental to everyday it will reshape the design and delivery of transportation.

The availability of data underpins both the operation as well as the services and business models that will be developed. The data is a fundamental driver to its success, and as such, the network operator can play a key role in both:

1. The delivery of data that enable revenue generating services; and

2. The delivery and receipt of data that is core to the operation of the network.

To facilitate the provision and use of data, it is equally important that a robust non silo’ed data governance and management system is in place. This requires an understanding of the existing data sets, their relevant timeliness, the coverage provided by them, as well as developing the links between the various data sets linked to network operation (ie cause and effect – does a failure of a certain asset at a certain time cause the perturbation of the network in an unusual way and what are the strategies to refine this). As such, a complete data trail must take place that enables the operator to:

1. Fully understand the data and any gaps within the data;

2. Assess the reliability and reassurance associated with the data;

3. Map the internal and external value that data is perceived to hold;

4. Link to the Key Performance Indicators;

5. Identify services and revenue generation that can be enabled from its sharing with public and private enterprises; and

6. Identify ownership, performance agreements in place, and collective resilience against failure.

If the UK is to compete in the global race and shape the Mobility market in the coming five to ten years, then government must be proactive in building a robust link between current funding and establishing a credible long-term vision that encompasses all elements of Intelligent Mobility, from Journey Management to Connected and Autonomous vehicles and beyond.

With the impact of General Data Protection Regulation and the growing impact of data ownership and use/abuse by companies and individuals, it is important to fully grasp the role of Government, companies and local authorities in this connected and data rich environment. Understanding the legal, insurance and rights of the individual forms a central part to the ‘right information to the right person at the right time’ philosophy of Journey Management.

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Journey Management is not a new concept. Here ‘iM’ looks at the issues associated with the megatrends and transport systems which are already operating close to capacity.

The UK’s population is predicted to increase from 64.6million in 2014 to 69 million by 2024. (The office for National Statistics)

Travel demand is forecast to increase by 22% over the next twenty years. (West Midlands ITA study)

The amount of data generated has grown exponentially, with 90% of data produced over the last two years.

Every sixty seconds, Facebook users ‘like’ around 4 million posts, Apple users download 51,000 apps and Skype users make 110,040 calls.

The government has already invested millions to support JM techniques over the last century, an example of this is through the Local Sustainable Travel Fund or the plethora of smart ticketing and journey management websites that exist. These techniques have been effective and a necessary first step, but additional solutions are required to fully tackle this issue.

Furthermore, in order to achieve significant changes in our users transport behaviour, provide positive customer experiences, optimize the network, and provide a seamless end to end journey we need to implement more innovate solutions which involve new business models. Co-creation linked to improved journey services must be at the heart of delivery, and the value from the disparate data sets must be shared across the ecosystem so that seamless journey travel becomes a reality.

Until a decade ago, the majority of the world’s data was produced by scientific, industrial, and administrative sources. Today, most data is generated from the daily activities of millions of people around the world, through simple actions such as messaging friends on social media or shopping online.

From both a network operator and customer experience perspective, the next evolutionary step in the provision of data is converting it into something that is available at the right time, readily usable and digestible.

With this explosion in data, how can we work to make sure that information and choices are at the heart of travel solutions. With the different numbers of providers working in this space, it is essential that there is ‘one source of truth’, and that this is trusted, acted upon and engaged with across the customer’s journey.

As companies transform to digital, there is a massive increase in data. No one knows the commercial value of the data and there is currently no tool to help link the data available in house to the market requirements short and long term.

Similar to data and apps, there are multiple types of tickets and numerous platforms to purchase tickets. This often confuses the customer and makes multi modal journey more difficult to complete.

WHY NOW?

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One Source of Truth

Integration with Existing sources

Data Analytics

Processing & Governance

Visualisation

External Data Services

Customer Centric IntelligenceThere are 6 main layers that deliver Journey Management and reflects the need to integrate with existing systems but also exploit the new data sets in a controlled and unified manner.

1. One Source of Truth At a bottom personalised layer there exists the external data sources, both public and private that exist across a variety of industries (transport/health/weather/parking/ticketing/Social Media etc). This will also include fixed and virtual sensors which is both hardware in street and mobile/cloud based data. Personalisation is part of this as the user can either provide static choices or the system develops and adapts over time to the perceived preferences.

2. Integration with Existing sources The fifth layer is the visualisation of the data into choices and information – this can be for the network operator, the hospital, the university, the train companies etc.

3. Data Analytics The third layer is gathering all of this information together and making it link to each other. 4. Processing & Governance The fourth layer is making sense of it all and performing vital analytics and ultra fast processing capability linked to cloud computing.

5. Visualisation The second layer is the integration with existing systems and IT capability in place within the organisation.

6. External Data Services The final (top) layer is the services that are enabled from this – but linked to the fact that there is ‘one source of truth’ by linking all the layers together in a harmonised fashion. These services can include mobile ticketing linked to parking slots and charge levels of the vehicles etc, or traffic light optimisation for freight vehicles running perishable goods, or dynamic lane management for buses and multiple occupancy vehicles.

The fundamental importance of Journey Management is the ability to provide a Trusted, 'Single Source of Truth’. This means bringing together current and new sources of data and information and making them work together for the benefit of the user and network operator

alike. Journey Management is delivered through linked ‘blocks’ of operational capability. Accountability of information shared is linked to the ability to provide a ‘single source of truth’ and that the links in the chain from the various data sets provides a correct and trusted level

of information for the customer and operator alike. Customers need the correct information at the right time, and at present customers are often provided with a range of information across platforms and they don’t know which information is the most accurate.

HOW DOES IT WORK?

The Journey Management architecture is modular and allows for plug and play capability so that should new technology or services become available, or old ones become obsolete, the system can readily handle this change.

57% would not mind sharing their data for better services (Transport System Catapult)

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A typical day in the life of a user without innovative Journey Management

A typical day in the life of a user with innovative Journey Management

Sam has the Journey Management app and has already selected his personal preferences.

Sam is alerted in advance that his usual train is delayed.This prevents Sam from arriving at the station at his usual time to see a board of cancelled and delayed trains.

WITHOUT

WITH

Sam arrives at Euston Station and the departure board says delayed/cancelled for all trains. The station is very busy and full of angry people. Sam is annoyed as he wanted to get home to put his child to bed.

Sam looks on the national rail website to see if there is any more information, then on virgin trains, then on London Midland, then tries to ask a member of staff but they are too busy and the delays keeps increasing in duration.

Sam calls wife to say he is delayed and doesn’t know what time he will arrive home. Sam’s wife doesn’t know what time she has to go and pick him up, which means she is also stressed.

Sam is unsure if he should get a train from another station, he doesn’t know how much it will cost or if it will be any quicker, after waiting 40 minutes and all trains being incredibly busy there are still no trains to his local station. Sam decides to get the train from Kings Cross Station.

There are lots of journey planners, websites, apps, ticketing solutions, technologies, travel companies and public authorities available. This results in a very confused customer who continues to travel using their usual route. This causes particular issues when there are delays as the user is unaware of an alternative route.

Sam is provided with a range of journey options. Sam’s monthly tariff includes up to 10 car shares and trains up to 30 miles from a London central station.

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Sam toys with the idea of taking the underground (more money), hiring a bike (he doesn’t know how or what website to use) so decides to walk in the rain.

Sam selects a train but didn’t realise it was the slow train, an hour and a half later Sam arrives at a station near his house but not his local station.

Sam arrived home 3 hours later than usual.

Sam with a seat on the train then car sharing.

Sam arrives home at the usual time, puts daughter to bed.

CONCLUSION

Right information

Saved time

No extra cost

Arrived on time

Happy passenger

CONCLUSION

Lack of information

Wasted time

Extra cost

Delayed

Angry passenger

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It is clear that the road network is running close to if not at capacity. One significant contributor to this is the level of freight vehicles that use the network, both day and night. Their needs are often in conflict with that of the other road users, fighting for space and driven by tight and varying timelines and turnarounds. To add to this, the network operator is driven by other Key Performance Indicators (KPI's), such as journey time reliability and has little insight into the movement, requirements or aspirations of the freight vehicles that sit on the road network. Journey Management, with migration to a mobility based solution to transport can help create an awareness for all users that in turn leads to better intelligence and performance for the hauliers and operators alike.

Exploiting new and existing data sets in ways we have not done before, linking fixed and virtual sensors, such as telematics and mobile phone data to scheduling information and traffic control algorithms, can create a data rich understanding of patterns of

behaviour and real time information around schedules, destinations, congestion loading, weight movement etc. It should be possible that freight deliveries are optimised to hit the KPIs of the network operator and at the same time, helping reduce wasted time in congestion etc. Creating a system of systems approach, that is working towards the single source of truth and silo busting our existing processes and structures, will help unearth locked capacity and smooth traffic journeys.

Mobility based freight management will enable users of the network to capture, disseminate understand and convert to intelligence, thereby driving change as well as creating new market opportunities and revenue. For example, real time booking of loading bays for particular times, guaranteeing consistent route performance levels, defining hub to home delivery times to minutes rather than hours at scale across the nation, will no longer be a series of links in a unstructured and complicated chain, but rather a frictionless service for the customer.

FREIGHT MOBILITYNUDGING BEHAVIOURAL CHANGE ACROSS THE NETWORK

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Journey Management will impact on a range of performance requirements that lie at the heart of the Road Network, including:

WHY JOURNEY MANAGEMENT MATTERS TO THE NETWORK OPERATOR

Safer Network – Customers are provided with a range of options which will reduce the volume of traffic on the network, thus reducing incidents.

User satisfaction – Customers are provided with the right information at the right time so they can make more informed decisions, which will increase customer satisfaction.

Smooth flow of traffic – Data gathered from the customers can be used to promote different journey options which are multi modal and personalised to the user. This will reduce the volume of traffic on the network and improve journey time reliability. This will also have a positive impact on users stress levels which is likely to result in safer drivers.

Encouraging economic growth – Customers are provided with a range of travel options which promote the use of different modes and journeys across the network.

Better environmental outcomes – Effective Journey Management reduces the levels of congestion, which reduces the volumes of emissions being emitted. Providing customers with information about their multi modal travel options promotes sustainable modes of travel.

Helping cyclists, walkers and other vulnerable users - Multi modal information is available to customers when they need it, which allows users to identify the most suitable route.

Efficiency – Data gathered from the customers can be used to promote different journey options, thus improving efficiency of the network.

Keeping the network in good condition – Data generated from the customers informs the operator of issues on the network.

BENEFITS

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Journey Time Reliability and User Satisfaction – A positive customer experience as the network is less congested and the user is provided with the right information at the right time.

Economic Growth – Customers will use the network more as they encounter a positive experience, and the platform promotes multi modal transport.

Network efficiency – Enables the transport operator to distribute the peak traffic, using the network more effectively.

Meet the demand – The increased volume of data enables the transport operator to understand their services and ways to improve.

Transport Operator

Freight User Benefits

The paper raises issues the regulators should concern themselves with across a number of areas, such as:

Ecosystem Creation – Putting in place the strategic requirements for a multi-vendor ecosystem to be integrated seamlessly with the procurement and customer requirements.

Policy – Developing a national policy that links to technology developments whilst at the same time, providing an independent guide on the adoption principles and fundamentals to enable sustainable deployment. In addition, guidance around data usage and ownership must be established.

Operating Model – Identify the role of Government in the business models needed for both market driven forces but also exploitation of data from local and national bodies that enhance the user experience. This model must identify distribution of revenue as well as identification of growth areas for IP and job creation.

Security – Establishing the framework and practices around safe by design end to end customer experience. This must reflect on issues such as cyber security, privacy, and protection.

Regulators

Efficiency – Drivers are provided with more accurate information so can schedule their deliveries to avoid incidents on the network.

Customer satisfaction – More deliveries will be made on time, which improves customer satisfaction.

Effective tracking – Customer and freight companies will be able to track their consignments remotely and in real time. This provides confidence in delivery times and completion of delivery.

More information – The user is provided with one source of truth. The information is provided to the user at the right time, which enables the traveler to make informed decisions about their travel options.

Less congestion – Congestion is managed effectively and in an informed and shared way as users, of all modal choices, are provided with more options. This in turn can lead to a reduction in the number of accidents on the network and increases journey time reliability.

Improving Access – Users are provided with increased travel options, which improves connectivity to rural areas and improves people’s access to opportunities such as jobs and services.

Healthier and happier community – Reducing congestion and enabling users to make more informed decisions helps to relieve stress, improving the user’s health and mood in general.

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APPLICATION OF JOURNEY MANAGEMENT TOTAL TRANSPORT

What is Total Transport? It is a term that we hear a lot more often these days and it means looking at all transport solutions, i.e buses / taxis / car share / etc across all different providers, be it Health Care, Special Education Needs provision, using the shared economy etc. and questioning if these can be brought together to deliver improved customer service for reduced ongoing revenue costs.

A lot of investment has taken place in transport over the last few years, such as the Local Sustainble Travel Fund from UK Government, but it is increasingly clear that a sustainable business model must be incorporated as part of the overall design process and not be a bolt-on to delivery.

With local authority revenue budgets undergoing cuts of 20% to 50%, therefore we need to consider and implement new ideas to address these challenges. Isn’t it time that we really grasp this thorny issue and look to integrate and consolidate the multiple transport requirements? We need to take real ownership across multiple budget holders in order to integrate systems and people together in a way that exploits technology to drive a better transport network. This is what Total Transport can offer. We need to act now to ensure the same / more services are operating with these reduced budgets.

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TOTAL TRANSPORT

Taking a holistic and collaborative approach to delivering public transportation services – delivering statutory transport services to a diverse range of end users, including school children, the elderly, and special educational needs citizens, all to be delivered for less money than today.

Local authorities are charged with:• Improving links to employment

• Recruiting unemployment

• Supporting local businesses

• Reducing wait times for treatment

• Reducing mortality rates

• Preventative health measures

• Improving access to education

• Improving equality

• Reducing social exclusion

• Providing access to activity

But in the face of a £10.3bn problem:• Residents expect better services

but local funding is under increasing pressure.

• An ageing and growing population is straining existing services such as health care provision.

• Average travel distances are

increasing requiring new solutions and safe routes to work and school.

• Gaps in local service provision resulting in isolated communities.

• Restructuring of healthcare.

CUSTOMER-CENTRICSERVICE DESIGN

STAKEHOLDER ENGAGEMENT

& BUSINESS CASE DESIGN

DATA SCIENCE & TRANSPORT TECHNOLOGY

COLLABORATION

• Working across silos

• Co-creation

• Building relationships

SHARING DATA & RESOURCES

• Data integrations

• Pooling resources

ADVANCED ANALYTICS

• Planning networks

• Operating networks

• Predictive & dynamic

CUSTOMER CENTRIC DESIGN

• Creating empathy

• Understanding needs

• Behaviour change

VALIDATION & EXPERIMENTS

• Learning by doing

• Proving value

FUNDING GAP

40%

Local government funding has been cut significantly –

up to 40% in some areas.

Providing a revenue saving solution that maximises transport choices:• Understand the existing costs/processes/pain points associated with

various statutory and non-statutory transport provision.

• Understand and capture all relevant data.

• Monetise the value of savings possible.

• Display and engage the users throughout.

SMART MOBILITY TECHNOLOGY

• Embracing new technology

• Connected users

• Smart networks

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Given the scale and nature of change, we will need to have a good understanding of the social, economic and environmental trends and objectives that are driving new products, services and opportunities that are being adopted by users, as well as the technological push factors that are changing the environment for Network Operators, Local Authorities, Cities and its customers both now and into the future.

The Role of Government

Public Sector authorities need to understand the various elements that will become part of the Journey Management ecosystem. They also need to ensure the right policy and strategic direction is in place for the market to drive adoption. This includes understanding what is happening in the market and have the technical and strategic ability to understand the short and long term implications of technology choice, customer relationship and information development. For this to happen, leadership and ownership are central points that must be addressed now.

From an operational perspective, the successful engagement via Journey Managament will need to address a number of linked elements including (but not limited to):

Is the organisation ready to embrace the step change and is the current structure suitable for the delivery of the Journey Management capability?

Who is responsible for its delivery and are existing KPIs reflecting the ability to capture in detail, the customer’s experience?

Will the private sector share and engage with public bodies, and how are business opportunities created?

Is the skill set sufficient to deliver the capability required?

What technologies and standards need to be chosen in order to maximise the synergies with existing systems?

Journey Management is focused on helping the user undertake their journey from A to B, rather than on a specific mode. As importantly, it is multi boundary, meaning that it should not matter where the journey commences and ends, the information shared and the knowledge of the journey should be seamless for the duration of the journey. This requires an integrated and connected ecosystem of transport and the underlying physical and infrastructure investments and incentives needed in order to drive change.

A

B

C

D

E

With the convergence in multiple technologies, there must be a co-ordinated business operating model across multiple themes (that links various data sets such as Block chain, the Internet of Things, Big Data, Mobility as a Service.

There must be an ecosystem, or multi-stakeholder engagement platform, that supports the successful deployment of technologies. For this to be achieved it cannot be done in isolation and the government must define at a national level what is required for a sustainable solution to take shape. One that links a number of companies with competing offers together. The UK can establish itself as leader by developing a targeted operating model for engagement that protects and optimises clients’ offerings. The government should assume the role of an enabler. This operating model must define the engagement across parties as well as the technical requirements, such as data flow and security, necessary for implementation.

ANY MULTI-MODAL JOURNEY IS POSSIBLE iM’S CHALLENGE TO CITIES AND GOVERNMENT

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User behaviour

• How can user behaviours be influenced? E.g. Incentives.

• What are the current trends in changing user behaviour? E.g. Sharing/collaborative economy, preference for access over ownership, social media use.

• How will these changing behaviours impact on the local roads, city strategic roads, strategic road network? E.g. Will car-sharing and lift-sharing reduce or increase usage of the strategic road network?

• Can users of the strategic road network make direct and indirect impacts on the reduction of emissions and congestion through take up of alternative services, and will this be reflected in their personal needs and aspirations?

• How will Cities, along with local highway authorities, make people aware of these new services and account for the ‘last mile’ of connectivity from journey start to end?

• How will we engage with customers to understand their needs?

Physical infrastructure

• How will changing user behaviours impact on infrastructure requirements?

• Can user behaviour be influenced to meet infrastructure requirements? E.g. Avoiding disruption or mitigating asset wear.

• How will behavioural trends create shifts in demand? E.g. Car-sharing and lift-sharing requiring specific new services on the network; demand for park and ride from strategic sites such as on the strategic road network as new access points.

• How will changing user requirements, such as the development of Mobility as a Service, impact on the way roads are used and the expectations of them?

• What will evolving vehicle technologies require from the Network? E.g. charging points, connectivity and real time information quality.

• What are the profiles of the customers that will be adopting new behaviours and how will the Diverse Government Agencies cater for them?

• What opportunities will exist for third parties to bring potentially beneficial additional products and services to market in partnership with the Network Operators and Cities? E.g. Retail, data, information etc.

• How will the new infrastructure requirements, and the new opportunities in parallel, be financially viable and sustainable? E.g. How do business models need to be adapted to this new environment?

Communication and integration

• What communications systems are required in order to provide the level of services necessary to drive customer behaviour and positive influences of change?

• Will a (wireless) communications platform support not just a sustainable transport environment but also the services that can be layered on top of this, such as connected vehicles capability and migration towards autonomous vehicles?

iM asks the key questions

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CONCLUSION

Change isn’t coming, it is already here. From connected and autonomous vehicles, to platooning freight trucks, to real time information, social and health apps, big data, cloud computing etc etc, the world is surrounded by disruptive technology. What we do with it and how we make a positive difference with these tools is the challenge we must face now.

It is vital though that through all this change that the customer is at the heart of the transformation. We must land our next generation services and solutions in the world our customers occupy and address their pain points through tangible and sustainable solutions.

For seamless journey management to become the reality that we all want we must first take a step back and look to understand the blockers that currently exist and address these and formulate the policies and initiatives that can drive cultural and behavioural change.

In a lot of ways, it’s not about the technology components themselves, but rather the systems that they support. Of course we must look to exploit the investment already made and ensure legacy capability is adopted for future purposes, as and when appropriate, but we must also be brave and not adverse to risks and with that introductions a new approach to systems, a new approach to mobility and connectivity that is customer led and not system design led.

It is equally important to recognise that a seamless journey is not just about one form of transport. Mobility impacts the freight industry, the cycling community, the pedestrians

etc as much as other modes of transport and it is the creation of that multi-mode information chain that allows, from a network operation perspective the ongoing refinement and adjustment of the network to manage demand, and at the same time, connecting with users of the network and sharing information that benefits their journeys.

We have seen that the benefits in journey management are massive, from improving customer engagement and satisfaction to making a positive impact on the environmental outcomes of our network as well as achieving sustained economic growth and network efficiency. The cost to the economy and the savings possible are astronomical and it is about grasping the opportunity and seizing the initiative before it is too late.

Challenges do exist, such as in data protection and guaranteeing the rights of the individual in terms of data access. However, one does not need to be the blocker of the other. With strict frameworks in place, the user will benefit from improved service without impacting on their personal data safety.

Also, from an organisation’s perspective, are they willing to embrace change or are they sitting back and having change enforced upon them. The latter will happen as customer expectations and requirements grow in line with new technologies so it is vital that cities and Government position themselves on the front foot for ensuring positive customer engagement and seamless provision of mobility services from door to door.

TRANSPORTATION IS CHANGING

3131

32

Cubic created Nextcity which is a vision in city management of the future. This is an effective integrated transport system offering a seamless multimodal experience. NextCity transforms transport data information into meaningful information the public can understand and use. It uses the existing infrastructure, streamlines payment systems and provides operators with information about passengers and the system.

Created a car sharing company called car2go which is available in 29 locations in 8 European and North American countries. Car2go was the first free-floating car sharing scheme in the world. Daimler have also developed a mobility services subsidiary called Moovel Group which has been busy snapping up transportation related app startups, including route planner RideScout, taxi booking app Mytaxi and mobile ticketing app GlobeSherpa. They now want to develop a more streamlined service where users can get real-time data on public transit schedules, buy their tickets, and order a ride through Lyft all through a smartphone app.

Moovel is focusing on Moovel Transit and RideTap.

Moovel transit platform lets users find and securely pay for transit tickets from participating public transit authorities and links to bike sharing and on demand car service.

RideTap is a software development kit that developers can put on their own app to access a network of live transportation options. E.g. a hotel reservation app can install this so users can find transport options nearby.

Moovel in Germany is ahead of its competitors as it offers the ability to purchase tickets within the app. However it does not provide a seamless and integrated service as separate tickets are required for each mode of transport.

Developed an app which allows users to evaluate their options and compare the duration of different journey options. Provides the user with information such as the availability of car sharing schemes such as lyft, car2go vehicles, bicycle share schemes and open parking spaces.

Los Angeles also worked with Xerox, developing an app which allows users to use the ticketing app to pay for trips with Lyft and Car2Go.

A multimodal travel app for London, New York and Hong Kong which does take into consideration delays but the accuracy of these is questionable. It also informs the user of key journey details including duration, cost and calories burnt. This app does not allow the user to pay for their travel within the app but does allow for integration with Uber services.

CityMapperDenver GoCubic - NextCity

Daimler

CASE STUDIES

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Cityway have developed a multimodal and intermodal journey planned called Optygo. Optygo calculates journey options using a data algorithm and combining real time, predictive and scheduled data. The planner enables some personalisation as the user can input their preferences for each mode, priorities and accessibility. Other key factors include carbon footprint, mobility impaired options and interoperability with other systems.

The three most suitable solutions are presented to the user in a map and step by step view. The user also has the ability to select a departure and arrival destination on the map.

Optymob is a mobile transport service which provides the user with multimodal information while on the move. This enables the user to find the most efficient and reliable transport solution at the last minute.

Cityway do have a number of systems which are able to perform some of the functions of Journey Management within different products but they dont provide a single solution with addresses all the issues.

SMILE (Smart Mobility Information and ticketing system Leading the way for Effective e-mobility services) was a trial of multimodal mobility platform, undertaken in Vienna, Austria. The platform was designed to integrate a journey planner, booking, ticketing and payment system into one service, with a number of transport modes available – public transport, car- and bike-sharing and private car. The ticketing system was highly innovative, allowing the user

to purchase one ticket for their whole journey – regardless of the number of modes. The trial operated for a year and involved 1,000 users. SMILE can be regarded as a key step towards MaaS in producing a mobility integration platform, the next step being to add a subscription account option in order to achieve a full MaaS product.

SMILE

Cityway

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John McCarthy (Lead Author) Technical Director – Intelligent Mobility

About the authors

If you would like to know more about Atkins and Connected and Autonomous Vehicles then please contact Dr. John McCarthy at john.mccarthy@atkinsglobal.com. Or Rebecca Tommey at rebecca.tommey@atkinsglobal.com.

iM - Intelligent Mobility with AtkinsAt Atkins we are passionate about the role intelligent mobility can play in supporting a wide range of positive social, economic and environmental outcomes - that’s why we created the ‘iM’ Programme

Intelligent mobility is an end-user and outcome-focused approach to connecting people, places and services - reimagining infrastructure across all transport modes, enabled by data, technology and innovative ideas. It will transform people’s journeys and the movement of goods, whilst increasing the efficiency, sustainability and safety of our transport systems and cities worldwide. Our team brings together a wide range of experience and knowledge from across the industry and covers five broad, strategic themes:

• Mobility as a service: Focusing on the customer-centric approach to mobility and how to deliver a fully integrated transport system.

• Journey management: Investigating ways to deliver a seamless customer experience across the whole journey, regardless of the mode of travel.

• Cyber resilience and security: Delivering a safe, secure and trusted environment to both the operator and the travelling public.

• Connected and autonomous vehicles (CAVs): The development and implementation of new solutions for connected and autonomous vehicles for ports, airports, railways and roads.

• Big data and analytics: Collecting, aggregating and analysing data to improve strategic decision making and operational network performance.

Key linksTo find out more, why not join the Atkins Intelligent Mobility Linkedin Group:

https://www.linkedin.com/groups/8382671

Or visit out website:

http://www.atkinsglobal.com/en-gb

Rebecca Tommey Senior Consultant - Intelligent Mobility

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UK

Dr. John McCarthy Technical Director - Intelligent Mobility

Tel: +44 (0)20 7121 2819 Email: john.mccarthy@atkinsglobal.com

Andrew Flood DIrector - Intelligent Mobility

Tel: +44 (0)20 7121 2142 Email: andrew.flood@atkinsglobal.com

Nathan Marsh Director - Intelligent Mobility

Tel: +44 (0)16 1245 3485 Mob: +44 (0)7870 217907 Email: nathan.marsh@atkinsglobal.com

Louise Lawrence Practice Director - Intelligent Mobility

Tel: +44 (0)13 7275 6103 Email: louise.lawrence@atkinsglobal.com

United States

Jim Hanson, P.E., PTOE Division Manager - Intelligent Mobility

Tel: +1 (303) 221 7275 Email: jim.hanson@atkinsglobal.com

Middle East

Ian Machen Associate Director - Intelligent Mobility

Tel: +971 4 4059 109 E-mail: ian.machen@atkinsglobal.com

Roger Cruickshank Director

Tel: +971 4 4059 354 E-mail: Roger.Cruickshank@atkinsacuity.com

Asia Pacific

Jonathan Spear Director

Tel: +65 6675 0920 E-mail: jonathan.spear@atkinsacuity.com

Andrew Hodgson Director

Tel: +852 2972 1637 Email: andrew.hodgson@atkinsacuity.com

Global

Lee Woodcock Global Product Director - Intelligent Mobility

Tel: +44 (0)7712136948 Email: lee.woodcock@atkinsglobal.com

http://events.atkinsglobal.com/im/JOIN THE DISCUSSION

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