Conference Day One: Monday 27th January 2014 08.00 Registration and Coffee 08.30 Speaker Briefing Ticketing and tomorrow’s passenger 09.00 Clarion and Chairman opening remarks Zehra Chudry, Event Director of Transport Ticketing and Passenger Information, Clarion Events Chris Scoggins, CEO, National Rail Enquiries Joint Plenary 09.05 A European view to ticketing and intelligent systems for public transport Maximilian Strotmann, Member of the Cabinet of Vice-President Siim Kallas, European Commission 09.30 The evolution of the passenger to the customer Paul Trueman, Head of Marketing , International Markets, MasterCard Maarten Spaargaren, Managing Director, Merseyrail 09.55 How future passengers will choose to travel and consume data: changing the way you engage with your customers and the technology to enable this Mark Messenger, CTO, Vix Technology 10.20 Panel Debate: where will the future of transport ticketing take the industry: smartcard, mobile or bank card ticketing? Chairperson: Ben Whitaker, CEO, Masabi Mark Messenger, CTO, Vix Technology David Sidebottom, Rail passenger Director, Passenger Focus Güliz Öztürk, International Marketing Manager, Kentkart Chris Shire, Business Development Manager, Infineon Technologies UK Jenni Borg, Head of Smart and Integrated Ticketing, Department for Transport 11.00 Coffee and Networking Break’ Chairman: Chris Scoggins, CEO, National Rail Enquiries The business case for passenger information systems 11.30 Montréal case study: passenger information system challenges and opportunities Isabelle Trottier, Director Communications & Customer Service, Société de Transport de Montréal 12.00 Taking a multi-channel approach to service provision for the modern passenger: successfully integrating social media and online, mobile, on-board and at the bus stop/platform David Hytch, Information Systems Director, Transport for Greater Manchester 12.30 The future of passenger services: how can operators take advantage of the Digital Revolution and how can technology help create a more joined up passenger experience? Anna Holness, Managing Partner, Passenger Services, Telefonica UK 13.00 Lunch and Networking Break Integrating passenger information and ticketing for service disruption management and operational control Chairperson: Mike Burden, Public Sector Commercial Manager, Consult Hyperion 14.00 Revenue collection and traveller information are converging – who will be the winners? Martin Howell, Worldwide Marketing Communications Director, Cubic 14.30 Creating a multi-modal, pan-European online journey and ticketing planner John Berry, Principal Administrator, European Commission - Directorate General for Transport (DG Move) 15.00 Shifting the Ticketing Paradigm: CIPURSE brings Mobility and Security to Transit Ticketing Systems Laurent Cremer, Executive Director, OSPT Alliance 15.30 Coffee and Networking Break Chairperson: Mike Burden, Public Sector Commercial Manager, Consult Hyperion 16.00 Integrating traveller information and ticketing: VBB’s information services and apps Juergen Ross, Division Head of Planning & Customer Information, VBB 16.30 Developments in integrating intelligent transport and real-time passenger information programmes in Ireland Minister Alan Kelly, Minister of State, Department of Transport, Tourism & Sport, Ireland 17.00 End of Conference Day One 17.40 MasterCard Transport Ticketing Awards Presented by: Huw Davies, MasterCard Market Development for UK and Ireland 18.00 Drinks Reception Conference Day Two: Tuesday 28th January 2014 08.00 Registration and Coffee 08.30 Speaker Briefing Real time information and what to do with data 09.00 Chairman’s Opening Remarks Francesco Burelli, Partner, Value Partners Management Consulting 09.10 Open data: benefits for real-time traveller information and multimodal integration Rajeev Roy, Manager Transit Systems, York Region Transit 09.35 TFL digital strategy: exploring the benefits of open data Phil Young, Head of Online, Transport for London 10.00 Development of ticketing technology: the operators point of view Martyn Lewis, Marketing and Commercial Manager, Stagecoach 10.30 Coffee and Networking Break Passenger centricity: personalising the passenger experience Chairperson: Francesco Burelli, Partner, Value Partners Management Consulting 11.15 Exploring the merits of making passengers, not vehicles the core of your business - giving them what they want and not what you want them to have Thomas Ableman, Commercial Director, Chiltern Railways 11.50 The importance of accessible travel information: the perspective of passengers with hearing loss Paul Breckell, CEO, Action on Hearing Loss 12.25 Embracing social media to improve real-time information: experience at London Midland David Whitley, Head of Marketing and Customer Relations, London Midland 13.00 Lunch and Networking Break Chairperson: Chris Shoukry, Director and Senior Consultant, The ALCO Group 14.00 Delivering effective communication in times of service disruption: how passenger information systems can improve customer experience when it matters most Mark Fowles, Managing Director, Nottingham City Transport 14.30 Who is responsible for passenger information and does a successful implementation require reorganisation or closer integration of marketing and IT departments? John Henkel, Director of Passenger Services, West Yorkshire Passenger Transport Executive – Metro 15.00 Metropolitano Lisboa case study: a new approach to customer care Fausto Sá-Marques, Head of Customer and Commercial, Metropolitano Lisboa 15.30 Coffee and Networking Break Adding value and increasing patronage on your transport line Chairperson: Chris Shoukry, Director and Senior Consultant, The ALCO Group 16.00 Panel debate: understanding the opportunities to inform, engage and increase patronage in using passenger information systems before and during the passenger’s journey Moderator: Matthew Beeton, Global COO, Vix Technology Alastair Willis, Commercial Manager, Abellio Martin Curtis, Managing Director, Bath Bus Company Denise Thompson, Information Development Manager, Centro 16.30 Real-times vs. austerity times: maximising the benefits of passenger information systems to ensure a sustainable future Nick Phillips, Accessibility Team Leader, Poole Borough Council 17.00 End of Conference Day Two Smart Ticketing Academy: Wednesday 29th January 2014 0830 Registration and Coffee 0930 Workshop 1: What do I have to do to get smart ticketing working for me? Laying the building blocks for a smart ticketing scheme: overcoming common barriers to implementation, encouraging passenger adoption and deriving benefit for the scheme owner With experience drawn from the Department for Transport & UK Passenger Transport Executives Led by: Mike Duncombe, Yorcard Programme Manager, Yorcard Alison Pilling, Business Change Manager, West Yorkshire PTE 1100 Break 1130 Workshop 2: The roadmap to cloud-based ticketing Drawing on global examples of successful cloud-based ticketing systems Led by: Christian Brafine, Business Unit Manager e-Ticketing, UL 1300 Lunch 1400 Workshop 3: Explore how you can improve the first and last mile of your passengers’ journey to keep them satisfied online and offline With learnings and practical experience from Denmark Led by: Gregers Mogensen, System director, Rejsekort A/S 1530 Break 1600 Workshop 4: Enabling the connected traveller With learnings drawn from the 2013 Accenture European rail consumer survey Led by: Mark Elliott, Principle, Accenture Infrastructure and Transportation Services 1730 End of Workshop