TRAINOSE S.A. passengers' information system the benefits gained through e-platform implementation

Transcription

1 TRAINOSE S.A. passengers' information system the benefits gained through e-platform implementation 1

2 TRAINOSE S.A. IT roadmap for near future Provided Services (Modernization Incremental Innovations) Replacement of the old electronic ticket issuing system with a web-based application that is used at the Points of sales (PoS) Renewal of website Design & development of e-ticketing service at tickets.trainose.gr Web application for the customer service Intermodal transportation service, railway taxi Web and mobile application for the distribution of public information Development of a phone line customer service Yield management Passenger Information System (Web content management) Internet services on trains and stations WiFi internet access in the major stations 2

3 TRAINOSE S.A. IT roadmap for the near future Under development Yield management Loyalty scheme Pricing policy of TRAINOSE S.A. has changed radically Increase on the ticket price - Extension of existing discounts on the entire ticket title (reservation & ticket) New discount policies (early reservation, web, European Youth Card (EYCA)) Web discount offers of 9, 19, 29 and 39 on limited number of seats.= Loyal customers to be awarded (bonus tickets, discounts, seat upgrades) Dedicated microsite for passengers profile Loyalty card Expansion & improvement of PoS systems Faster issuing times in stations Design & development of m-ticketing service Purchase of tickets via mobile devices (possible use of NFC) Passenger Entertainment System Content management via web-application Further improvement of the intermodal transportation service Connection with buses 3

4 Gate to Services: 4

5 Intermodal service: Train + Taxi 5

6 WEB ticketing process 6

7 WEB ticketing process intermodal service: Train + Taxi 7

8 Web-based application of PoS (train stations - intranet) Options: Reservations Tickets Financial reporting Cancel reservations Cancel tickets Group tickets Reimburse delays Web tickets Vehicle reservations Pre-reservations Reserve taxi Cancel taxi 8

9 Passenger Information System (Web Application) The application is also available in stations It provides all information regarding train schedules, delays, strikes, weather, announcements 9

10 Mobile Information Application The mobile application is available on ios and Android software It provides all the information to be found in official website Soon commuters will be able to purchase tickets from the mobile application 10

11 Phone line customer service 11

12 TRAINOSE S.A. IT roadmap for the future Infrastructure Wi-Fi Internet access on trains over 3G on 30% of the fleet s wagons (trial) Mobile signal strength enhancement on 30% of the fleet s wagons (trial) Wi-Fi Internet access in stations (trial) Screens that provide to the passengers information content in the major stations (PIS) Development of Railway Traffic Surveillance Center 12

13 Wi-Fi Internet access on trains over 3G (trial) 13

14 Wi-Fi Internet access in stations (trial) 14

15 Infrastructure under development Development of new Data Center, which will host all the company s IT systems Privately owned with a failover mechanism, hosting the company s electronic equipment, software and databases Gradual reduction of the distances that trains operate with diesel engines and replacement with electric engines Passenger Entertainment System within the train wagons Development of Railway Traffic Surveillance Center Further installation of Passenger Information Systems Further installation of WiFi access points in train stations 15

16 Benefits for passengers Increased satisfaction rates through improved services Faster response times in their requests Availability for ticket purchase 24/7 Information availability 24/7 Awards for frequent travellers Saving money through offers They can even work and be online on-board saving time and money Increased value-for-money 16

17 Tickets Web tickets sales progress Change on the tickets pricing policy The huge growth noted in September 2011 is a result of the combination of webticketing services and yield management 17

18 Web tickets sales progress ,53% 87,61% 12,39% Web tickets 5,47% The pies indicate the growth of sales of the web-tickers over the period

19 Benefits for the company Statistical data available Monitoring of passengers requests Faster company processes Reduced operating costs Competitiveness in commodity services Expanded points of sales and points of services through Web and mobile technologies Reduced station congestion (no need to wait in queues to buy tickets) Passengers trends and patterns provide real insight into how timetable and route changes impact them as well as opportunities for expansion and optimization Expanded commercial opportunities 19

20 TRAINOSE S.A. TO BE CERTIFIED BY EN WITHIN SUMMER 2013: The EN is the standard that is applied European-wide for the objective evidence of quality in companies engaged to transportation in the domain of public passenger transport The aim of this internationally recognized standard is to sensitize the public transporters to the needs and expectations of their customers. Also the quality awareness is enhanced in all areas of the services provided within the specific company at public transportation for the staff and for the passengers As a key requirement of this standard, a comparison is made in each case, from the point of view of the provider, between the quality of services aimed at and actually rendered, in respective to the fulfillment of expectations and the perceived quality of the service from the customer s point of view The provider thus actively "listens" to the customer and can match the defined quality by measuring the facts of quality and by analyzing the results for the evaluation of his services accordingly This improves the customer satisfaction and optimizes the cooperation with partners 20

21 TRAINOSE S.A. Mr. Evangelos Katsaros, European Projects Special Advisor 21