Accenture
Operating Challenges
and Solutions
APTA Fare Collection Workshop &
TransITech Conference
Ian Davidson
19 March 2013
Integrating customer choice in payments in a multisupplier framework
•
Operating challenges context
•
Customer payment choice (closed, open, mobile
payments)
•
Multi-vendor supplier framework
Copyright © 2012 Accenture All rights reserved.
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Business and Solution Ecosystem
The transit agency operating ecosystem requires solutions which strategically fit
within a multi-channel and multi-media ecosystem of business services,
partnerships and transportation applications
Customers
Call Center / Help Desk
Service Providers
Social NetsSelf-Service Mobile
Phone / IVR
Media
Payment
Operations
Point-of-Sale
Mail
Web
Legacy Fare
Management
SmartCard
NFC
Banking
Channels
Telco
Public/Private
Partner
Subsystems
Reporting
Transaction
Processing
Data
Management
Contactless
Integrated
Security
Retail
Business
Services
Fare
Management
Subsystems
Operations
Management
Business
Partner
Subsystems
Multi-Mode
Transportation
Subsystems
Pooling
Rail
Integration Layer
Business Applications
External
Intelligent
Transportation
Subsystems
Business
Systems
External Data
Scheduling
Copyright © 2012 Accenture All rights reserved.
ParaTransit
Parking
Tolling
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Choice and Flexibility in Fare Management
Balancing multiple demands, transit agencies are looking to provide expanded
choice and convenience to customers who have different needs and preferences
True
Customer
Choice
Social &
Economic
Policy
Information
Management
Fare
Management
Commerciali
zation
True Value
to Providers
Copyright © 2012 Accenture All rights reserved.
•
•
•
•
•
•
•
True mobility providing true choice
Integrated service delivery
Convenient customer experience
Progressive technology
Open and flexible system
New opportunities for revenue generation
Embedded information management
capability
• Operating efficiency
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Enabling Transit Mobility
Enabling a mobile strategy that supports the end-to-end customer journey
Value added
services
Pay using mobile Phone
(incl. NFC)
Promotions
Buy, order, reload
Transit Mobility
Obtain discounts
Social media
Customer services
(e.g. check status)
Supporting the end-toend customer journey
Find services:
journey planner
Copyright © 2012 Accenture All rights reserved.
Multi-mode transit
Choice of products
and services
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The payments landscape is evolving with new entrants and
incumbents vying with new and disruptive technology
The combined effect of (a) lucrative profits (b) new technologies like bar-code, contactless, m-payments (c) access
to more customer insights (d) customer retention opportunities, is attracting entrants with mobility expertise
Today
New Entrants Penetrating/Shaping Payment Supply Chain
Pure Play mpayment
Telcos
Handset Mfg
Payments
Systems (m-wallets)
Traditional Incumbents in Payment Supply Chain
Purchasing
Customer
Merchant
Acquirer
Network
Consumer
Bank
Issuer
Tomorrow?
New technologies will broaden the payments competitive landscape and may increase the complexity of the supply
chain as new entrants demand a “piece of the interchange pie”
Form Factor
User Experience
Payment Type
Pay Architecture
Open
Loop
Closed
Loop
Card
Mobile Device
ContactBased
Contactless
(Proximity)
Fixed
Internet
Mobile
Internet
(Mag, EMV)
(NFC, RFID)
(IE, Netscape)
(Apps)
Contactless Contactless
(Proximity) (Remote)
(NFC,BarCode)
(SMS)
Fixed
Internet
Mobile
Internet
(IE, Netscape)
(Apps)
Credit
Debit
Prepaid
Credit
Prepaid
Copyright © 2012 Accenture All rights reserved.
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A platform to manage operating challenges and
support business outcomes
Accenture’s Fare Management System (AFMS) leverages SOA to create a
common platform that is used being used today to successfully integrate multiple
device suppliers
Social Nets Self-Service
An innovative and flexible solution…
• Transportation and ticketing solution hub
• Common back-office for integration, transaction,
customer and financial management
• Industry vertical based on Microsoft technology
• Enhanced customer experiences and channels
• Platform for large, multi-vendor system integration
… enabling a platform for smart mobility.
Point-of-Sale
Mail
Web
Card
Manufacturers
Call Center
Business
Services
Reporting
Transaction
Processing
Data
Management
Banks
Service Providers
Integration Layer
Acquirers
NFC
SmartCard
•
•
•
•
Mobile
Phone / IVR
Open
Payment
AFMS challenges conventional farecard industry “single vendor” proprietary systems
Abstraction layers providing open and flexible architecture and design
Delivers multiple payment types and openings for future innovations
Multi-vendor sourcing – multiple vendors and device types
Copyright © 2012 Accenture All rights reserved.
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The integration problem is not new.
SOA has become the de facto Architecture for Integration
Standards-based Services and Service Bus technologies are the foundation on
which most of today’s integration solutions are built
•
•
The primary building blocks
of modern fare management
solutions – CRM, finance,
asset management,
distributed device
management – are readily
available as flexible, proven
services
Evolution of messaging
standards in different
industries (e.g., HL7) has
enabled large-scale adoption
of SOA
Copyright © 2012 Accenture All rights reserved.
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SOA supports a multi-supplier sourcing strategy
and customer payment choice
Accenture Fare Management provides the common platform for fare processing,
financial management and operations management
•
Commercial back-office
System
Operations
Operational back-office
Service Bus
Device Channels represent the mechanism
for load and redemption activities and are no
longer tightly-coupled to the central system
-
Device agnostic
-
Adaptors translate vendor-specific device interfaces
into internal representation (e.g., card transactions)
-
Adaptors convert AFMS common features into
vendor-specific device formats (e.g., lists)
-
Supports multi-vendor implementations
• Fare Media Channels are specific to the
Fare Media Channels
Media
(e.g.,Fare
Cards
and Channels
Devices)
Fare
Media
(e.g., Cards and Channels
Devices)
Media
(e.g.,Fare
Cards
and Channels
Devices)
(e.g., Cards and Devices)
Copyright © 2012 Accenture All rights reserved.
payment types supported but “loosely
coupled”, meaning the solution is independent
of the fare media details, supporting
- Smartcards and readers
- Bank cards and pinpads or readers
- Mobile payments and devices
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Integration Architecture
Enabling Multi-Vendor Solutions
Accenture’s Fare Management System leverages SOA to create a common
platform that is used being used today to successfully integrate multiple device
suppliers
Separating
•
Transaction and financial
processing from the details of
device implementation
•
Messaging/transport technology
from content
•
Distributed device management
architecture from transactional
events
Enables a common central system to
integrate and manage transactions
across a wide variety of device/vendor
products
Copyright © 2012 Accenture All rights reserved.
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Metrolinx/PRESTO: Open architecture and multivendor supply framework
•
•
•
PRESTO is a regional automated fare collection system and shared service delivery model in the
Greater Toronto Area and Ottawa region
To date installation of over 8000 in-field devices in vehicles and sites (to substantially increase with
the addition of new transit agencies)
Common open architecture standard system
PRESTO in Ottawa
PRESTO Greater Toronto
400km
S&B devices & subsystem
integrated with Clever Devices
and reading PRESTO/STO cards
GTHA Devices
AFMS Device Pilot
Device hardware
Vendor-agnostic embedded
Accenture device software
Copyright © 2012 Accenture All rights reserved.
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Landmark trial of next-generation fare management
payments technology
One of North America’s first fully-functioning trials of a public transportation open
payments system, with the capability to allow travellers to pay with a closed-loop
smartcard, a credit card or mobile device
•
Provides travellers a choice of payment methods with a
simple and flexible payment system
•
Conducted July-December 2012, the trial was limited to
friends & family and processed over 100,000 transactions
•
Leveraged open and flexible back-office architecture (COTS
and SOA)
•
Devices
• Payment industry hardware
• Embedded device software from Accenture. Designed to
work with any device vendor drives true device
interoperability
• Enables transit agencies to expand the range of retail
device options that they can leverage
Copyright © 2012 Accenture All rights reserved.
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Thank-you
Contact Details
Jane Matsumoto – Sales Director, Accenture Software
•
jane.matsumoto@accenture.com
•
(310) 971-3394
John Vasilj – Business Development Director, Public Transport
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john.vasilj@accenture.com
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(312) 907-3604
Michael Wilson – Managing-Director, Public Transport
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michael.j.wilson@accenture.com
•
(416) 312-7539
Ian Davidson – Accenture Public Transport
•
ian.davidson@accenture.com
•
(416) 641-3049
Copyright © 2013 Accenture All rights reserved.
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