Electronic Ticketing Enhancing the Customer Experience at UP Express

Transcription

1 Electronic Ticketing Enhancing the Customer Experience at UP Express November 17, 2014 Union Pearson Express Project Briefing upexpress.com

2 Agenda Overview of UP Express ETS Business Goals and Objectives Overview of Bytemark Features of Bytemark s ETS Solution 2

3 Connecting Canada s Busiest Transportation Hubs Union Station

4 Connecting Canada s Busiest Transportation Hubs Toronto Pearson International Airport

5 An UPlifting Experience UP Express will transform the way people travel between downtown Toronto and Toronto Pearson International Airport, and elevate the way they experience Canada s largest city. Efficient Service every 15 minutes in both directions 25 minutes total journey time Economical Priced competitively with other airport transportation providers Half the cost of a taxi or airport limo Environmental State of the art Tier 4 diesel; cleanest diesel option available Eliminate up to 1.2M cars off the road in the first year of operation Elevated Differentiated guest experience with comfortable seating, Wi-Fi, onboard washrooms, check-in kiosks, infotainment Elevating Toronto; joining the ranks of other global cities TTC Bloor Danforth TTC University Spadina TTC Yonge TTC Sheppard Connecting Technology to the Guest Experience 5

6 Technology Vision Technology will be used as a way to enhance the overall customer experience and brand value, differentiate the service on the global marketplace and create revenue opportunities and cost efficiencies. 6

7 E-Ticketing Stakeholders UP Express Metrolinx Fare System Metrolinx I&IT Deloitte Bytemark 7

8 Mapping the Guest Experience There are nine touch points in the guest experience life cycle. From planning a journey to arriving at the destination, all points integrate technology to create the desired guest experience while supporting operations BEGINNING OF THE JOURNEY END OF THE JOURNEY Plans trip using website, mobile app, and other pre-departure information Reaches station and platform from navigation tool using clear wayfinding Purchases a ticket via one of many channels: online, TVM, Service Desk, PRESTO, B2B Checks in for flight, prints baggage tags and verifies flight status Waits for train in lounge and enjoys amenities, retail options, and services Boards the train in a climate controlled environment Rides train and has ticket validated while enjoying Wi-Fi, power outlets, and onboard infotainment Collects baggage and de-boards the train at T1 Pearson Takes LINK Train to Terminal 3 and navigates to/ from T1 & T3 Size of Circle = Level of Engagement 8

9 Web and Mobile Ticketing is Central to the Guest Experience Across the UP Express guest Experience Multi-Channel Customer Service Station Experience Payment Strategy Station Experience Onboard Experience Station Experience guests will use multiple channels Online Mobile Device TVM Ticket Counter Stand-Alone Validator Hand Held Validator to access ticketing sales and services 9

10 Electronic Ticketing System Business Goals Deliver an elevated Guest Experience with a service that is quick, easy, intuitive and very convenient Provide the guest with the ability to buy tickets through a dedicated e-commerce web site or mobile web site, and through apps in many different operating system (OS) environments Provide a Business to Business platform to sell tickets through Corporate and Government Accounts, Travel Management Companies and other transportation service channels Provide Guest the ability to buy tickets from a Guest Services Representative on board the train, via the use of handheld devices linked to the ETS Allow the system to be scalable and expandable in future, should Metrolinx and PRESTO wish to expand this type of service to other service providers like GO Transit Enable the future introduction of programs such as Guest Loyalty/Rewards 10

11 ETS Solution Guests Website Mobile Website Mobile App GSR Hand Held Device ETS (Managed Service) Ticket Purchase Refund / Compensation Guest Account Management Contact Center Contact Management ID Management RAMS 11

12 Project Implementation Delivery Phases Launch PHASE 1 Website and System Administration - Provide Guests the ability to purchase tickets using website and mobile website while building on a back office administrative foundation New Website and Mobile Website Sales Channel Data Management and Administrative System PHASE 2 GSR Hand Held Device and B2B - Expand the number of sales channels Guests can purchase tickets from implement and deliver benefits of phase 1 to phase 2 New ETS Hand Held Devices Business-to-Business Capabilities Post-Launch PHASE 3 Mobile Application and GDS - Introduce Mobile Application Sales channel and GDS while implementing and delivering benefits of phase 1 and phase 2 to phase 3 Mobile Applications Global Distribution & Concur Solution PHASE 4 Mobile Tablets and Transit Partners - Introduce Mobile tablet and combined fare tickets with Transit Partners Mobile Tablets Combined Fare Tickets with Transit Partners

13 Bytemark Focus Mobile Ticketing & Payments Industries Transit, Tourism & Events Delivery Methods Mobile Apps & Web 13

14 Bytemark is an Experienced Integrator Capital Metro s project involved integrating with the following systems: GenFare Smartcards and Magstripe Cards ACS Xerox In Vehicle Units INIT PROXmobil2 Validators for 2D and NFC Passes Capital Metro s internal web team Trapeze ATIS, PASS Digi Mobile Gateways 14

15 Smart Tiles Customer Driven Technology API driven blocks of interactive information. Flexible home screen displays user specific information Real time information is continuously updated providing the rider with an optimized experience. Smart Tiles present geolocation data such as the nearest transit station. 15

16 Hardware and Validation Software Android based software Supports a variety of hardware devices and functions 16

17 Sales Revenue / Credit Card Gateway Reconciliation The Bytemark gateway integrates with third party payment processors The Bytemark gateway can be directly reconciled with payment processing services to verify that payments are received and deposited Both Bytemark and the credit card processor provide sales data reporting. This gives the agency a secondary data validation point to ensure that the revenue reported in both systems is accurate 17

18 Secure & Scalable AWS provides Bytemark with an unprecedented toolbox to provide local & global scalability. Decoupled architecture designed to manage failure PCI/ISO-compliant Three tiered, load balanced, and auto-scaling system with redundancy across 3 data centers Scaling procedures and network architecture is reviewed every two weeks. 18

19 PCI Compliance & Maintenance Bytemark is certified PCI compliant by Trustwave and Security Metrics Bytemark undergo monthly and quarterly reviews Amazon Web Services provides ETS hosted infrastructure which maintains PCI compliance for its hardware and facilities 19

20 B2B Program Provides UP Express with the ability to provision fare products directly to businesses. Businesses distributed passes to their employees. 1 Add Partner 2 Add Contract 3 Review Partner Statements 20

21 Third Party Resellers Admin portal for TMC s to manage and distribute passes Bytemark is supplying API s that will allow companies like Kayak and Expedia to offer passes to customers at the same time they are purchasing air fares 21

22 Thank you! Stephan Mehr Director, Business Planning UP Express Micah Bergdale CEO Bytemark Inc. Union Pearson Express Project Briefing upexpress.com