Roll Out of Multi Modal Contactless
Acceptance in London
Matthew Hudson
Customer Experience
Transport for London
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
Since Launch on 16 September - Taps
30000
25000
16-Sep-14
17-Sep-14
18-Sep-14
20000
19-Sep-14
22-Sep-14
23-Sep-14
15000
24-Sep-14
25-Sep-14
26-Sep-14
10000
29-Sep-14
30-Sep-14
01-Oct-14
02-Oct-14
5000
0
0
1
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
16
17
18
19
20
21
22
23
2
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
01/10/2014
30/09/2014
29/09/2014
28/09/2014
27/09/2014
26/09/2014
25/09/2014
24/09/2014
23/09/2014
22/09/2014
21/09/2014
20/09/2014
19/09/2014
18/09/2014
17/09/2014
16/09/2014
15/09/2014
14/09/2014
13/09/2014
12/09/2014
11/09/2014
10/09/2014
09/09/2014
08/09/2014
07/09/2014
06/09/2014
05/09/2014
04/09/2014
03/09/2014
02/09/2014
01/09/2014
Usage since 1 September
250,000
200,000
150,000
Completed journeys
100,000
No. of CPCs used
50,000
0
3
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
01/10/2014
30/09/2014
29/09/2014
28/09/2014
27/09/2014
26/09/2014
25/09/2014
24/09/2014
23/09/2014
22/09/2014
21/09/2014
20/09/2014
19/09/2014
18/09/2014
17/09/2014
16/09/2014
15/09/2014
14/09/2014
13/09/2014
12/09/2014
11/09/2014
10/09/2014
09/09/2014
08/09/2014
07/09/2014
06/09/2014
05/09/2014
04/09/2014
03/09/2014
02/09/2014
01/09/2014
New CPCs since 1 September
No. of CPCs used for the first time
35,000
30,000
25,000
20,000
15,000
No. of CPCs used for the first time
10,000
5,000
0
PAYG by Value
Cash Fares
PAYG Top Ups
Travelcard Seasons
7%
12%
35%
46%
4
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Bus & Tram Seasons
PAYG by Card Usage
PAYG Only
Mixed
Ticket
3%
11%
17%
69%
5
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
Other
Key Factors of PAYG
• Max Fare Policy; Equity vs Revenue protection
• Urban Transport and the City
• Costs of running your own currency
6
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
Oyster Money
7
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
Cost of Revenue Collection
8
Copyright © 2011 Transport for London. All rights reserved. This information is confidential.
Card Issue
45000
40000
35000
30000
25000
Cards Issued
20000
7 per. Mov. Avg. (Cards Issued)
15000
10000
5000
0
9
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
A timeline
Dec-08 Initial Customer proposition - start of dialogue with UKCA
Jan-11 Transaction Model agreed with UKCA. Work starts on
functional requirements for TfL back office - FAE, PARE
and CASC.
May-11 Reader spec baselined
Aug-11 Business Requirements baselined
Oct-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 baselined
May-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
CRM
Jul-12 Visa issue rule changes for Transaction Model.
Aug-12 RID Business Requirements baselined.
Dec-12 Phase 1 launch
Jan-13 FTP Business Change workstream starts
Feb-13 Pilot whitelist approach defined
Apr-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
Jul-13
Aug-13
Nov-13
Dec-13
Jan-14
Feb-14
Apr-14
May-14
Jun-14
Jul-14
Jul-14
Jul-14
Jul-14
Aug-14
Aug-14
Sep-14
Additional performance drop to Cubic (R0V03)
Pilot approach and launch phasing defined
RID passes L1 testing.
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.
Expansion of live proving to whole rail estate.
First RID Oyster Vanguard. Accidental tap mitigation
strategy agreed, Start of staff pilot. Bus dual mode
software deployed.
First mobile phone testing. Start of industry pilot.
First public join pilot.
Final version of Conditions of Use, Leniency Policy
agreed, Online debt recovery fixed.
RID Oyster Stabilisation, Launch date agreed with City
Hall, Forgiveness Policy extended, Caledonian release intraday balances. Email notifications fixed, last issuers
join pilot.
TOCs sign CPAY agreement. Mayoral Direction to launch.
Barclays introduce Paybands
Readiness Review with TOCs
Readiness Review with TfL Stakeholders/
Press release - TfL launch 16th September
Bus Launch
TOCs agree to joint launch
Full launch
10
Investment
£m
FTP Spend Profile
25
20
15
10
5
0
2008
11
2009
2010
2011
2012
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
2013
2014
2015
2016
Challenges
12
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Next Steps
2012
1
2
3
4
new
13
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5
Future
Create the Market – 3rd Party Reader
15
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Tokenised Ticketing
TICKET IN THE CLOUD
Retail
Back Office Logic
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Validation
Lessons Learned
•
•
•
•
•
•
17
Vision
Leadership
Business Case
Partnership
Take Time to Test
Take advantage of other people’s hard work
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.
Thank you for your attention
Copyright © 2014 Transport for London. All rights reserved. This information is confidential.