roll out of multi modal contactless acceptance in london matthew hudson customer experience...

Roll Out of Multi Modal Contactless Acceptance in London

Matthew HudsonCustomer ExperienceTransport for London

Copyright © 2014 Transport for London. All rights reserved. This information is confidential.

Since Launch on 16 September - Taps

2 Copyright © 2014 Transport for London. All rights reserved. This information is confidential.

Usage since 1 September


New CPCs since 1 September


PAYG by Value


PAYG by Card Usage


Key Factors of PAYG


• Max Fare Policy; Equity vs Revenue

protection

• Urban Transport and the City

• Costs of running your own currency

Oyster Money


Cost of Revenue Collection


Card Issue


A timeline

11

Dec-08 Initial Customer proposition - start of dialogue with UKCAJan-11 Transaction Model agreed with UKCA. Work starts on

functional requirements for TfL back office - FAE, PARE and CASC.

May-11 Reader spec baselinedAug-11 Business Requirements baselinedOct-11 First Cubic proposal

Service Metrics developed. Mastercard issue rule changes for Transaction Model

Dec-11 Late Fares Revision change delays IOP/IBL development

Feb-12 RID FRS baselinedMay-12 Day 1/Day 2 approach and commercial (Target Cost)

model developed. Target Launch Date November 2013. Jun-12 First live bus tap through to bank statement - Phase 1

CRMJul-12 Visa issue rule changes for Transaction Model. Aug-12 RID Business Requirements baselined. Dec-12 Phase 1 launchJan-13 FTP Business Change workstream startsFeb-13 Pilot whitelist approach definedApr-13 Main FTP back office drop to Cubic (INT4). Start of final

integration testing.May-13 Deployment plan revised - Rail then Bus, to protect live

proving start date.

Jun-13 Additional performance drop to Cubic (R0V03)Jul-13 Pilot approach and launch phasing definedAug-13 RID passes L1 testing. Nov-13 Start of FTP Live proving - SJP to Temple (7/11, Amex).

Expansion to 100 rail locations. Ethernet cabling completed. Go for public EoI for pilot.

Dec-13 Expansion of live proving to whole rail estate.Jan-14 First RID Oyster Vanguard. Accidental tap mitigation

strategy agreed, Start of staff pilot. Bus dual mode software deployed.

Feb-14 First mobile phone testing. Start of industry pilot.Apr-14 First public join pilot.May-14 Final version of Conditions of Use, Leniency Policy

agreed, Online debt recovery fixed.Jun-14 RID Oyster Stabilisation, Launch date agreed with City

Hall, Forgiveness Policy extended, Caledonian release - intraday balances. Email notifications fixed, last issuers join pilot.

Jul-14 TOCs sign CPAY agreement. Mayoral Direction to launch. Barclays introduce Paybands

Jul-14 Readiness Review with TOCsJul-14 Readiness Review with TfL Stakeholders/Jul-14 Press release - TfL launch 16th SeptemberAug-14 Bus LaunchAug-14 TOCs agree to joint launchSep-14 Full launch

Copyright © 2014 Transport for London. All rights reserved. This information is confidential.12

Investment

Challenges


Next Steps

14

2012 Future1 2 3 5

new

4


TICKET IN THE CLOUD

Retail Back Office Logic Validation

Tokenised Ticketing


Lessons Learned


• Vision• Leadership• Business Case• Partnership• Take Time to Test• Take advantage of other people’s

hard work

Thank you for your attention


roll out of multi modal contactless acceptance in london matthew hudson customer experience...

Documents

london copyright

currency slide

pilot approach

live proving start date

rid business requirements

transaction model

staff pilot

industry pilot