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1 Cubic Services Intelligent Travel... Made Real ONE TEAM... ONE POINT OF CONTACT

2 From Derick Benoit Vice President, Customer Services North America Cubic has been in the public transport industry for more than 40 years, providing Automated Fare Collection operations, support and maintenance to keep the world s passengers on the move. Founded: 1951 Headquarters: San Diego, California Country offices: Australia, Canada, Scandinavia, Germany, India, UK, USA Employees: 1,500 worldwide Years in transportation: Over 40 years of experience Customers: 175 active customers 400 projects 40 major markets in four continents Value of awarded contracts: nearly $4bn Throughout that time, we ve continued our focus on quality, reliability and flexibility of our services. Cubic s reputation for embracing innovation and implementing new technologies underpins our delivery of flagship services indeed, many of the world s innovations in the AFC field can trace their roots back to Cubic. Today, over 50 million passengers around the globe use Cubic-based systems to travel to where they need to be with ease and convenience. Supporting intermodal, multi-agency, AFC systems across rail, bus and other transport modes is a colossal task, but one which Cubic s diverse experience, expertise, agility and technical innovation continues to meet and exceed. Projects that Cubic has undertaken in the U.S. and London, for instance, have given vital input to similar installations in Australia and will, in turn, act as benchmarks for other regions. It is this way of working which gives Cubic the ability to plan, develop and deliver first class ticketing solutions anywhere in the world. Our experience shows. We build customer relationships that build trust on both sides; working as one team, both inside Cubic and with our customers. Historically, customers approached us to buy systems comprising gates, ticket vending machines, software and all other elements of a ticketing system. Now, in the twenty first century, our offering is considerably different. It still comprises end-to-end infrastructure but has become a complete revenue collection, protection and patron support service individually tailored to fulfil customer specifications from design, installation and beyond. By beyond, I mean Cubic s extensive maintenance, monitoring and support systems. Cubic continu es to be at the forefront of technical innovations which shows in the groundbreaking solutions that we deliver. Cubic has adopted the 1Team philosophy and methodology which was founded in the US by Cubic s senior vice president for new products and services, Dave Lapczynski. The core of this concept is that we are all part of the same team working towards the same goals. Having open conversations and sharing ideas engenders this trust, creating a natural environment in which to work together. Cubic operates as 1 Team worldwide inside and outside of our organization. Finally, in an age where many service organizations outsource and automate core operations such as Customer Services, Cubic is proud that we maintain local, centralized, 24/7 Helpdesk and Service Center operations in the US, Europe and Australasia. We deliver global expertise and solutions, locally. Derick Benoit Vice President, Customer Services, North America 2

3 Our people Keeping the world on the move every day People who work for Cubic Customer Services enjoy real job satisfaction: They see their efforts materialize into groundbreaking transportation systems that ultimately empower towns, cities and entire regions to thrive and keep on the move. Cubic, and in particular Customer Services, has a very low staff turnover which means that many of our people witness the evolution of projects they work on from initial concept to going live over many years. Customer projects become personal because Cubic s people take pride in their performance, delivery and ongoing commitment to customers and the transport networks they operate around the world. last and evolve, too. Our engineers are some of the best in the transportation business and are inspired by knowing that what we do enables millions of people to travel more easily in their daily lives. Across the world, Cubic operates a 1 Team ethos. Whatever the Cubic location and wherever the customer, we stand side-by-side, inside and outside of our organization there are no barriers. It s fact: Whatever their role and whatever their location, Cubic s people are committed to transforming the way the world travels, today and tomorrow. Our customers benefit from the extensive knowledge and experience that underpin our proven ability to design, develop and deliver the very best in transportation systems. The continuity and longevity of our team is also an excellent foundation for building customer relationships that 3

4 4 Our people

5 Our services Total service... total experience... total innovation Cubic s services are broad and comprehensive, but always customizable. Our specialized revenue management solutions can empower, enhance and manage an entire operation or individual elements of it depending on customer requirements and passenger behavior. To our customers, we re a trusted and experienced advisor who will assess and fully understand the transportation network and revenue management infrastructure needs. With a high emphasis on technological innovation, we ll recommend, design, develop and deliver a business approach that will protect and increase revenues and enhance passenger journey experiences. Customer Support Services 24x7 Cubic Service takes complete ownership of incidents and problem management from start to completion. Through the use of real-time management tools, the system is configured to send alerts to all interested parties as soon as incidents are logged. Cubic s Customer Services also adhere to the follow the sun initiative a global workflow practice which enables the service desk and support operations to share resources geographically. Business Support Services Cubic s behind-the-scenes business processes are vital for any successful revenue management program. Our business support functions include the entire media supply chain management, from procurement to end customer delivery and transaction settlement. Our revenue operations comprise cash collection and reconciliation; debit/credit card processing, through to data analysis and reporting to ensure the security and integrity of our customers systems. Systems & Engineering This is the very core of Cubic s customer revenue management systems; where the technical and administrative aspects are monitored, operated and maintained every day. Whether customer systems are physically located in a customer s data center, or a Cubic-provided one, our Central Systems and Engineering experts ensure safe and smooth and reliable operations to keep customer networks on track, running at peak performance. Cubic s Services also meet evolving business needs. We configure new fare products, routes, business or transfer rules and implement requested updates, or integrate with existing applications such as general ledger. We travel with our customers systems for the whole journey. 5

6 Our services Total service... total experience... total innovation Asset Management Taking the best possible care of our customers automated fare collection (AFC) assets is one of Cubic s primary considerations to ensure service sustainability. Cubic provides field corrective and preventive, workshop maintenance, and inventory control services for all installed AFC devices and systems. Additionally, Cubic assists in predicting and controlling maintenance costs associated with routine support, repair and warranty of field devices. Cubic s services exceed traditional asset management: they also include performance management strategies, sophisticated analytical tools and process improvement, underpinned by the latest industry technical innovations. Essentially, our customers know that while Cubic is keeping their AFC assets reliable and productive, they re free to focus on their core business. Operations Setting up and integrating multiple transport operators within a regional operating environment can pose complex challenges for revenue management. But they re challenges for which Cubic is well equipped to overcome. Our team of operational experts manages service calls from the transport operators, subcontractors and third party agents such as retailers, who are participating in AFC programs, provides technical help desk support, dispatch services, subject matter expertise for applications and maintenance, and operational analysis. At the heart of our operational expertise and agility is Cubic s Nextfare open software and hardware platform, which integrates a business management system and passenger devices for smart card issuing, processing and validating. The open design enables multiple operators in a region to share resources while keeping all proprietary information separate and secure, giving operators a way to reduce costs. Cubic s Nextfare systems are transforming the way that people travel in Los Angeles, Atlanta, and Brisbane, Australia. Management Services Another integral aspect of a successful revenue management system is project management: Before and during system launch, ongoing operations and in strategic future planning. Cubic s Management Services bring added value for transport operator customers. From lower cost of ownership to minimizing operational technology risk, our experts will work with customers from concept to project start-up and completion, and at each point in between. Cubic s customer services management structure ensures that each customer enquiry is handled by a dedicated member of our team who has received expert training and can handle specific concerns. 6

7 Our services Our proof of service With more than 50 million passengers a day riding our systems around the globe, our customers can see why we are trusted worldwide. Cubic s services are being used in public transportation to improve operations, provide better service to transit customers, and help transit providers put technical and operational innovations into practice. Clipper Card - building the largest regional system in the U.S. Cubic is delivering the full range of operational services for the Clipper regional smart card system for our customer Metropolitan Transportation Commission. When completed, more than 27 operators providing transit services to 1 million riders in 9 counties will offer seamless interoperability. Cubic also provides the end-to-end support services including field services, Help Desk support with issuetracking systems, central system and website hosting and maintenance, a customer service center that manages all account requests for participating agencies, card distribution and reload network management, as well as financial transaction processing and funds management and distribution across agencies, go card the most advanced fare collection system in Australia go card a Cubic-designed fare collection and revenue management system connects 20 major public and private regional operators in Brisbane, Australia. Our customer, TransLink Transit Authority relies on Cubic for a full spectrum of support services, including central ticketing systems and network operations, marketing support, regional clearing and settlement. Other essential services provided by Cubic include card management, card distribution, asset management services and cardholder support services. And finally, we also created the website that allows customers to manage their own smart cards. Oyster Card London s most popular way to travel With more than 29 million cards in circulation, Cubic s highly acclaimed Oyster contactless smart card is now the most widely circulated smart card in Europe. Having designed, manufactured and commissioned the system from the ground up, Cubic continues to manage, monitor and maintain London s fare collection equipment. We provide a wide range of technical support services for Transport for London, helping public transport across the capital experience phenomenal growth since the introduction of Oyster. 7

8 Customer services in focus North America Service Centers Cubic s Service Desk specialists have access to real-time performance visibility by means of Cubic s Dashboard technology. In fact, all of Cubic s Customer Service Centers around the world operate this single point of entry (SPOE) approach, taking the lead from our European headquarters Service Desk and Service Centre blueprint at AFC House, Redhill, UK. This best practice model is constantly being refined and tailored to individual customers needs as part of Cubic s 1 Team approach. 1 Team promotes open and cohesive collaboration where we knowledge-share with our customers and have two-way insight into each other s operations, both inside and outside of our Customer Services divisions. It s all about mutual trust, supporting our customers and an innate understanding of how to develop and maintain the best possible passenger experiences. Essentially, Cubic s Service Desk provides customers with local access to a wealth of international resources and experience. Cubic s Network Operations Monitoring Dashboard Operating correctly A non-critical issue has occurred that may need investigation A critical issue has occurred or an output process is at risk Customer Services Center, North America Cubic s North American service centers provide reliable and efficient technical, operational and service solutions for our customers. Our reputation for delivering effective, long-term support assures our customers that their revenue collection systems will run smoothly and without disruption, both now and in the future. We deliver: Sophisticated, minute-by-minute automated fare data collection we greatly expand our customers knowledge of their passengers travel behavior, allowing them to better anticipate and meet their needs and expectations Live monitoring services we have the capability to track every network device in real-time and simultaneously share that information with our customers Live monitoring services we provide realtime tracking of every network device and simultaneously share that information with our customers Server management, hosting, logistical management and full back office support systems we provide a variety of robust systems that ensure our customers networks achieve the highest possible availability and reliability Customer Service we offer customer service call center and fulfillment solutions that allow passengers to obtain assistance with their individual accounts, request program information, and ensure the timely purchase and receipt of their products Help Desk we provide dedicated staff to assist customers when a technical issue arises, whether it involves a device failure, a maintenance issue, or a question about network performance Settlement we furnish multi-modal systems that ensure timely and accurate fare collection and settlement, and can settle directly with an almost unlimited number of our customers individual operators 8 Engineering reporting we identify potential interruptions to our customers networks within seconds usually before their stations are even aware

9 Customer services in focus Service Center Single Point of Entry (SPOE) One contact, one mission Upon customer contact, the analyst will try to resolve issues through remote capabilities using Cubic s standard procedures or by advising the customer of actions to be taken to resolve the incident. This not only facilitates rapid fault resolution, but also allows customers to be able to resolve it themselves should the incident reoccur in the future a prime example of Cubic s knowledge sharing. If necessary, further problem determination will decide whether a field engineer is dispatched via 2nd Level System Support and if necessary escalation to 3rd Level System Support. If there is still an issue then we have resources in our 3rd level Back Office, IT infrastructure team and/or engineering support, if required. All this is managed through just one SPOE model with the Service Desk at the hub of the operation 9

10 Our approach to business We listen... we collaborate... we lead... and we deliver We are: Global Reliable Respected Customer-focused Innovative We: Listen Show the way Work in partnership Lead Deliver When it comes to understanding transport networks, Cubic has the edge. We ve built transport ticketing solutions for some of the world s most extensive and complex transport networks delivering high value service with low lifecycle costs. Today, nearly 10 billion journeys are taken every year on Cubic fare collection systems. That s quite a track record. Our customers play an important part in the way that we approach the development of revenue management and protection solutions. From the outset, we work in partnership with our customers to plan, tailor and develop best-fit, flexible solutions to meet but often exceed their transportation network needs and service level agreements. By understanding passenger behaviors today, we can improve and enhance the journey experiences of tomorrow.

11 11 Cubic has always recognized the constant challenges that our customers face within an increasingly technical, complex and dynamic environment. Consequently, we continually work with and listen to our customers to adapt and develop our products and working practices, through innovation, in support of their needs. Derick Benoit Vice President, Customer Services, North America

12 Worldwide Headquarters Cubic Transportation Systems 5650 Kearny Mesa Road San Diego CA USA Telephone: Fax: European Headquarters Cubic Transportation Systems Limited AFC House Honeycrock Lane Salfords Redhill Surrey RH1 5LA Telephone: +44 (0) Fax: +44 (0) Australasian Headquarters Cubic Transportation Systems (Australia) Pty Limited Level 23, Elizabeth Street A78 South Sydney Post Office Sydney NSW 2000 Australia Telephone: Fax: : ONE TEAM... ONE POINT OF CONTACT

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