Ticketing Payment Systems

Ticketing Payment Systems Index Purpose Description Relevance for Large Scale Events Options Technologies Impacts Integration potential Implementation Best Cases and Examples 1 of 19

Purpose ITS for public transport system, uses e-ticketing and integrated payment systems, based on smart-card, microchip and smart-card contactless systems, or on text messages and Internet. They allow to optimize payment reports as well as to realize intermodal fare integration with other transport services at territorial level (parking area, railway, POIs ), to simplify financial reporting and clearing activities. The goals to be achieved are based on different issues for solving and managing large events. 1) Problem The e-ticketing system for large events should be incorporated within the urban e-ticketing system, where the event takes place; it makes no sense to develop a collateral ticketing system for the event, or use one only for the entire period of the event. Financial investments should be protected and it is important to deal with the sustainability of the project, guaranteeing the use of ITS beyond the event. 1) Purpose The aim is to create an e-ticketing infrastructure (or to adapt the current system) to satisfy the needs both during the event and afterwards. If the project is well designed, an e-ticketing system allows managing preevent and post-event with the same system, without altering events or minimizing the actions on: The architecture of the whole system The hardware in terms of: o Sales devices o Devices for the access control at the bus and at the venues Data format of smart cards The relationship between transport operators (clearing logics management, ) Therefore the best solution goes beyond the mere management of a large event. 2) Problem During big events, a large number of users buy the tickets before the beginning of the event, often without buying the transport ticket. It is essential to consider the distribution issue, to avoid expensive shipments worldwide, which may result as inefficient if close to the event (there is no time to send the paper tickets). 2) Purpose It is necessary to dematerialize the ticket by e-ticketing. At the time of purchase, the users/organizations receive an ID code used to be converted into a paper ticket or into an e-ticketing or electronic card, using the special devices installed in the host venues. 3) Problem The third issue is about integrated ticket management. Indeed, the user has not bought the integrated ticket (i.e. event + transport ticket), probably because he/she does not know where the accommodation will be. 2 of 19

If close to the beginning of the event, the user has not purchased a transport ticket (e.g. to reach the stadium), he/she might face long queues to buy transport tickets (return journey). 3) Purpose A ticket for accessing the event can be sold also as a return ticket or parking ticket (integrated ticket for the event + transport ticket), if sold close to the event, both in terms of time and space. In case of e-ticketing, the e-ticket for accessing the event is also recognized by on-board validators. To achieve all this, it is relevant to introduce a multi-service system (access to events, transport tickets, parking passes, bike sharing, etc). 4) Problem A further objective for ITS is finding solutions for reducing queues in front of ticketing offices. 4) Purpose One of the main problems is indeed the management of waiting queues, and the hypothesis is to have selfservice sales channel, mainly the ones not requiring dedicated hardware: e-commerce for end user Extranet of agencies not necessarily equipped with dedicated printers/pre-printed tickets (through receipts with ID code printed in A4 format) top Description Ticketing system is formed by various modules, but in large event management, it is useful to emphasize only on essential and necessary ITS processes. SALE Multi-channel (read the previous chapter). The organizers can enable sales to users/bodies of the various countries through web applications, thus guaranteeing simple use and user friendly interfaces. When the sales are fine-tuned, the system allows the printout of an ID code containing all references to the event. The printed code, on a standard paper-based support (i.e. A4 format, thus not requiring specific hardware, with subsequent reduction of costs and installation processes), can be numeric (sent via text message) or can be a bar code. The user can then go to dedicated terminals where the code i.e. a bar code is read by a reader and is automatically converted into a specific ticket (paper ticket, e-ticket, smart card, etc). This operation can be performed both by positions with or without an operator (ticket vending machines). In case the user needs assistance, it is possible to introduce the implementation of a call centre. In a totally dynamic and automatic process, all operations are registered on the central system in real time allowing the elimination of all issues related to the distribution of paper tickets worldwide and reaching 3 of 19

maximum flexibility thus extending the ticket sales also close to initial date of the event. This is possible by using ITS allowing the elimination of idle time which solves the problem of distribution of single paper tickets. Through the use of e-ticketing, it is possible to annul a ticket rapidly, convert it into a different format (since it is registered in the central system), with the possibility of performing dynamic analyses in real time or afterwards, aimed at functional studies for strategic interventions. MANAGEMENT OF ACCESS TO EVENTS Electronic ticket can be validated through validators located at entrance gates. This allows: Rapid access Best use of human resources (from validation to security and assistance to clients) Validators can support clients through messages defined in the central system; the messages can be related to assistance, for instance they guide the user to the reserved seat (it is encoded in the electronic ticket) Reduction of fraud (counterfeit) CLEARING The needs are: For each external point of sale, management of deposits and commissions with a single interlocutor, also in case of sales of different services or integrated tickets (ticket for event, parking pass, transport ticket, etc). No matter the organizational structure adopted, allowing each actor (transport operator, event organizer, supervising body, clearing house, etc) to access sales data related to him, in real time and clearly. This objective can be reached by: Assigning contractually each point of sale to a single subject Each sales/recharge operation is registered in the central system in real time; if there is no single central system, the reference for the point of sale in real time is in other control centres involved (i.e. when selling an integrated ticket event + parking, the sales is notified also to the agency managing parking) The Clearing house defines criteria for allocation of income and periodically calculates the dues of each single agency delivering the service Each agency/body has access to its own reports Basically, the clearing logics remain the same, also in case of large scale event. The following figure illustrates the allocation of income as a back-office duty: 4 of 19

top Relevance for Large Scale Events If the ticket is considered as a necessary title in order to approach a service or to assist to an event, (with a corresponding economic sum), it is obvious that this title, besides eventually representing a vehicle through which a total or partial quota of the costs could be covered, constitutes a useful medium that will contribute to organize (as best as possible) the offer and try to manage the demand effectively. Therefore, when the event is of great dimensions, ticketing represents a useful instrument in order to manage the spaces at best and to avoid particularly dangerous lines or crowding; mainly, in the context of sports event, very often tickets are used also to limit the access to determined areas or to manage at best some services reserved to specific segments of the public. Moreover, creating ITS long before the event can represent a precise strategy finalized to the creation of an exclusivity image event and a way to demonstrate the large public s interest in the event itself. Generally, benefits brought by the use of ITS specifically in AFC can be related and defined in relation to actors involved. Benefits expected by the user: o Elimination/reduction of queues for ticket purchasing o More rapid access to vehicles and structures where the events take place (thank to e- ticketing) o Single ticket (integrated) and therefore single payment operation o Flexibility in booking Benefits expected by agencies/organizers/municipalities: o Service quality o Faster check-in at the structures (stadiums, theatres, etc) thanks to e-ticketing. At checkin, the validator can display messages configurable in real time by the central system 5 of 19

o Availability of data o Flexibility of fare policies and flow monitoring o Access to transport, service quality and multi-service o Fare and modal integration o Interoperability o Fight against fraud (during the events it is extremely difficult to check tickets and make sanctions on board). top Options SUPPORTS Transport tickets and tickets for events/other services can be on different supports. The most common used are: Mifare Classic (smart card) Calypso (smart card) Mifareultralight (for low cost eticketing, i.e. daily tickets, multiple tickets, etc). It is possible to introduce SAM (Secure Access Module with cryptographic modules) to ensure security. The SAM module allows communication with electronic supports by applying the checking of keys to all electronic tickets used in the smart card system. In the unlikely case of card code violation, it will be impossible to detect the SAM key, thus keeping the security level of the system unaltered. DATA FORMAT In order for data to be properly managed by peripheral sales/validation/checking devices, it is necessary to share a common data format for each support. This allows not only integrity and consistency of entered data, but allows correct management of information obtained, by ensuring accurate analysis both on the job and afterwards. USER PROFILING Besides usual categories of user of a standard ticketing system (i.e. ordinary, student, retired, handicapped, etc.) categories related to the event can be added (staff and security, press, VIPs, etc.), valid only within the duration of the event. Correct management of information and guarantee of interoperable and multiservice systems is obtained by conforming and defining specific categories for the service. 6 of 19

FARE POLICY Additional types of tickets are added to usual tickets of the ticketing system during the event. By combining these two families of parameters, all needs can be managed: i.e. VIP passes allowing access to all events and all vehicles during the event. Integrated tickets allow accessing different services existing in the venue hosting the event. In such a way, there is possibility of guaranteeing entrance to the event and using all transfers available. This solution of a single integrated ticket (the spectator can simply reach two sessions within the same day, by using public transport available), reduces congestion in the venue location, reducing pedestrian queue and use of private vehicle movements around the venues. The ticketing function is one of the most important interactions for spectator transport communications. The ticketing sales and communication process will most likely occur prior to the finalization of the transport plan details. COMMON PERSONAL DATA FOR INTEROPERABLE TICKETS In order for the data encoded in the card to have the same meaning for everybody (in terms of type of service purchased, time and geographical validity of the ticket, etc.), it is necessary that, at a central level, there is a system able to harmonize and guarantee integrity of all personal data, no matter the service: Personal details of valid cards and cards in black list 7 of 19

Personal details of tickets/sellable services Topologic parameters (i.e. lines, stages, areas, etc.) Fare parameters Etc. SALES CHANNELS Tickets can be sold through a variety of sale channels: Ticket office Retailer Internet (e-commerce) Ticket Vending Machines Smart phone Etc. PAYMENT CHANNELS For each sales channel, various payment modes can be enabled: Cash Credit card Etc. top 8 of 19

Technologies In order to reach pre-fixed objectives, the system implements models and advanced technologies. This implies the use of software systems and products for service management, such as telecommunication systems (GPRS) for data exchange between vehicle and central system. The following are defined: Protocols for data exchange Protocols defining on-board electronic purchase by using card reader, in full security Management of smart cards using Mifare and Calypso technology Management of NFC technology (near field communication) In this context we can distinguish the following distance range possibilities: Contact-based technologies are mainly based on a standardised communication between user devices (only memory or smart cards) and access systems according to the ISO 7816 standard. Proximity technologies are often based on contactless communications according to the different substandards of ISO 14443, which results in theoretical transmission distances of about 10 cm. Vicinity technologies are related to ISO 15693 and usually cover transmission distances of up to 1m. Long-range (or wide-range) technology requires a battery in the user device (card) and combines inductive coupling with radio frequency data transmission. While the first communication method is used to activate the user device when entering a transport vehicle, the second one allows contactless data transmission between all places within the vehicle and, for instance, electronic access components at its ceiling. The technology provides anti-collision mechanisms to prevent the collision of electronic transactions, as they may occur otherwise. Scope of applications of e-ticketing systems Open payment schemes Intermodality Interoperability Interservices (e-purse) E-ticketing could be potentially integrated in existing bank or credit cards E-ticketing makes payment for multi-modal trips easier to implement and generates revenues easier to redistribute across the different modes after clearing. E-ticketing makes payment for multi-operators trips easier to implement and generates revenues easier to re-distribute across the different operators after clearing. E-ticketing enables the use of public transport smartcards for paying for additional services offered in conjunction with public transport (eg parking space 9 of 19

payment or retail purchase). Parking and road pricing Network monitoring and planning Secured access and Individual safety The integration of electronic toll collection for road usage or parking with electronic fare management allows travellers to pay for public transport and private car use with the same card. Data collected from ticketing will improve knowledge on boardings and therefore allow for bus capacity and timetables to be adapted to the actual use of the route. Smartcards could be also used as an access card to designated buildings. They can be equipped with an individual alarm function, which either informs the driver or automatically transfers the passenger s location to an emergency response centre. Applying the above distance range possibilities offers the following advanced potentialities for payment: Check-in/check-out (CICO) requires an intentional user s action. In other words the customer has to present his user device at an in-vehicle validation device while entering and/or leaving a vehicle or alternatively at a platform. Walk-in/walk-out (WIWO) is based on antennas which are for instance placed at vehicle doors. They perform an entrance and exit registration by detecting the user device carried by a passenger without a required user action. Be-in/be-out (BIBO) systems detect the user devices carried by passengers while the vehicle is moving from one station to the next, thus allowing to register all passengers that are actually on board at that time. top Impacts 10 of 19

First of all, it is about specifying the objectives which the several stakeholders want to reach: for example, the organizer is probably interested in the profitability, the number of presences, the satisfaction of the spectators, the reputation of the event, and lack of incidents; the sponsors, on the other hand, would be interested in the brand awareness, the visibility of the event, the sales generated in the event, the number and mix of presences, the visibility of the media, the absence of incidents, in the total event reputation, among others. Subsequently, it is necessary to define the balance expected between the free tickets and those given to the event s partners such as sponsors, media, territories, etc. With regards to this topic, it must be mentioned that in recent events, there have been a certain amount of complaints with regards to the tickets distributed to the partners and those not used, among which: 1) leaving empty spaces in the stadium, which are useless for the entire atmosphere, and 2) creating discontents between the somewhat passionate spectators which were not able to get tickets. Moreover, always as a strategy input, the definition of the target (for example, VIP s, young people, out-of-towners, families, social segments which are more or less elevated, etc.) must be specified in order to assure coherence between the initiatives and spectators attitudes. Mining on the public transport data collected through the e-ticketing system provides valuable information on network usage and travel patterns which could be used for planning, operation and marketing purposes, e.g.: - Monitor capacity utilization and loading on different routes - Monitor bus headways and punctuality - Monitor boarding and alighting at stops and estimate passenger volumes at stops - Estimate ridership per operator and ticket types - Analyse travel patterns for different groups of passengers, introduce incentives - Estimate O-D, time, cost, modes, transfer information, related to any journey. Some of the above-mentioned possibilities will be only feasible with a check-in check-out system. On the other hand, restrictions imposed by individual freedom related regulations will limit the potentialities of exploiting passenger related data. Generally speaking, e-ticketing offers a large number of benefits compared to traditional ways of payment as listed in the table below. 11 of 19

top Integration potential Thanks to its great flexibility, the system can be integrated to satisfy different problems and solutions. The integrated system for management for big events can be summarized in the following figure: - Management of the areas with difficult access to standard vehicles dedicated to local public transport - Integration with the local ticketing and fare systems - Integration with the traffic detection system to allow precise and punctual management of DRT planning - Integration with the weather forecast system (in other to avoid traffic congestion due to bad weather) - Integration with other transport modes, such as bike sharing and carpooling - Integration with the city system of main transport lines - Integration with the platform for parking management and booking - Management of single integrated ticket (possibility of purchasing different services through a single operation) - Parking management 12 of 19

o Access control o Tracking towards parking spaces top Implementation Some implementations of e-ticketing with multimodal card. The platform has been used as basis for the management of e-ticketing systems; the most representative are: FTV Vicenza implementation of Automatic Fare Collection system (e-ticketing) o http://www.ftv.vi.it/a_ita_275_2.html o http://www.pluservice.net/en/progetti/ftv.php La Marca Treviso implementation of Automatic Fare Collection system (e-ticketing) o http://www.ttsitalia.it/pluservice-si-aggiudica-un-bando-di-gara-sulla-bigliettazioneelettronica-a-treviso/ ATV Verona Control Centre, issuing station with operator, sales station, e-commerce applications (both for transport tickets and parking passes sales) and portable checking machine o http://www.atv.verona.it/flex/cm/pages/serveblob.php/l/it/idpagina/312 o http://www.pluservice.net/en/progetti/atv.php SitaPadova implementation of Automatic Fare Collection system (e-ticketing) o http://www.pluservice.net/en/prodotti/telemaco.php APS Padova implementation of Automatic Fare Collection system (e-ticketing) o http://www.club-italia.com/schede%20soci/aps.pdf o Http://www.apsholding.it/mobilita/index.php?option=com_content&view=article&id=162: padovapass-in-distribuzione-il-nuovo-biglietto-elettronico&catid=1:ultime&itemid=93 Bip Cuneo multi-company AFC system (18 companies within the territory). On board computer management AVM, checking of validators, on board issuing and data exchange with control centre o http://www.atibus.it/bip.shtml Clearing and management of tickets through barcode then converted into travel documents on board: top Ibus technological platform used by the main transport operators in Italy performing long distance services. The system allows the sales of tickets also on different routes, managed by various transport operators. The back office manages clearing. Interoperability: each of the 2000 agencies operates in a profiled way with a system through a single interface and regulates the dues with a single subject (clearing is performed between transport operators) o http://www.ibus.it/english/index_en.htm 13 of 19

Examples Integrated transport ticketing - Smart Card/Preston (United Kingdom) To make travel and transport easier and more efficient through the introduction of one Smartcard for payment for most transactions on the transport network, particularly bus travel. Objectives / Innovative Aspects To make bus travel easier and more efficient through the introduction of one Smart Card for payment for transactions on the transport network. These measures will also seek to: Reduce barriers to the use of public transport to decrease dependency on the car Reduce barriers to the introduction of integrated ticketing products for public transport Improve the image of and satisfaction with, public transport in order to increase public transport patronage The Measure The first task will be to investigate and select potential applications for the Smart Card platform, for example PT, parking, cycling. Negotiations with operators will be undertaken in order to choose the final applications before developing & implementing complete smart card systems. A negotiation and contractual finalisation stage will follow. Finally, integrated ticketing, payment systems and back office support using Smart Cards can be set up. The possibility of on-street ticket machines and use for car parking applications will also be investigated with the appropriate supplier. NoWcard will develop, implement and procure an ITSO-compliant Smart Card system. A Back Office and a Card Production Bureau will be set up and equipped with the necessary hardware and software to meet the following objectives: To introduce ITSO-compliant Smart Card on-bus ticketing, starting with smart-enabled concessionary tickets. To investigate and include additional new ticketing applications e.g. parking. NoWcard will negotiate with bus operators, in order to identify other appropriate candidate Smart Card ticketing applications for development. NoWcard will develop, with the appropriate suppliers, an integrated ticketing and Pre-Payment system using Smart Cards capable of being loaded with Stored Travel Rights (e-purse). This will use on-bus (and later off-bus) pre-payment top up and validation systems. Implementation Status 14 of 19

Establish local public/private partnership to design and deliver Smart Card ticketing solutions 2) Research and develop Smart Card strategy and platform 3) NoWcard has developed and set-up a Smart Card production bureau capable of producing cards, either directly from application forms received or electronically via remote technology. 4) NoWcard has equipped bus operators with appropriate ITSOcompliant ticket machines and the necessary depot equipment and related software. One operator has been delayed due to commercial reasons and the conversion of its vehicles is ongoing. 5) NoWcard has developed and established a fully functioning back office system, capable of capturing on-bus transaction data, from all major operators, together with those small operators that do not possess their own information-processing capability> NoWcard has worked with suppliers, advisers and bus operators in developing a functioning Smart Card system, for the major operators concerned. The conversion of the major operators to Smart Card running within the project operational area (Preston and South Ribble). All small operators running within the project operational area have been converted to Smart Card. A further range of potential Smart Card ticketing applications has been identified. An integrated ticketing and pre-payment system using Smart Cards capable of being loaded with stored travel rights (e-purse) has been developed. The final configuration of the centralised back office facility (Q1 2009). Promotion and marketing of Smart Cards to improve long tern user acceptance is ongoing. Results 1) The conversion of all bus operators within the project area, to an ITSO-compliant Smart Card based ticketing system 2) The development and introduction of a range of bus operator/authority Smart Cards for: multi-ride tickets multi-modal tickets stored travel rights (e-purse) applications multi-operator tickets parking-related schemes 3) The introduction of a fully functioning back office capable of processing all Smart Card transaction data for: concessionary travel reimbursement concessionary payment apportionment contract service data-stored travel rights apportionment and settlement parking-related schemes 4) The provision to operators and authorities of suitable software for the production and management of new Smart Card-based ticketing products 15 of 19

Bip Cuneo o http://www.atibus.it/bip.shtml The Project BigliettoIntegratoPiemonte (BIP) [Integrated Ticket Piedmont] was managed by Region Piedmont, implying that the calls for tender aimed at the acquisition of technologies necessary to the realization of the project had to be fulfilled by the Companies, yet within the frame of fare community, if present, or provincially. 18 companies - mostly in the province of Cuneo - appointed the Association ATI Saluzzo in charge of the execution of the public tender for the whole provision in Project BIP. The overall figures of the 18 companies are the following: NEED - 420 urban and suburban buses - 18 business agencies - 315 points of sale - 25 depots throughout the territory - 19 million km covered within the province The main objective of the BIP Project is to relaunch the collective public transport system, improving accessibility through the introduction of an integrated regional ticket, and fare integration. Directly linked to these main objectives, there are -promotion and information actions for users (real-time, actual waiting time and trip time); -increase of personal security of on board operators by means of video-surveillance systems; -quantity and quality certification of the service performed. Therefore, the needs of the participating companies within this project were the ones of the BIP Project, in addition to the necessity that such a project be introduced in the company not as a project but as a System. This means that the System should include a set of various functions, interrelated and integrated, and it should be flexible, open, expandable, compatible with several technologies and standards and effectively automatic in all its phases. PROVISION/SOLUTION In 2009, the provision contract was awarded to a venture formed by Pluservicesrl and Thales Italia spa. The unique characteristic of the project is that the 18 companies will share one business Control Centre, for all ticketing activities and processes, AVM and video-surveillance, yet each company will be autonomous in the management and preservation of personal data and private information, such as business and administrative organization, in order to protect reserved and confidential data. Within the project, Pluservice will implement: 1) The control centre for ticketing and AVM, which includes the following functions: a. Integration with performance and service (shifts) data of the companies b. Integration with accounting data of the various companies (import and export) c. Coordination and management of a single database d. Definition of parameters and fare policies e. Monitoring and certification of the service performance (AVM) f. Management of smart cards and card holders 16 of 19

g. Management of equipment and devices h. Management of data exchange between the central unit and the peripheral ones i. Reporting and Business Intelligence on Sales, Utilization, Control and Antifraud 2) Business ticket offices - for each company participating in the project - to issue smart cards and recharge/update them 3) Terminals in the points of sale to recharge/update e-tickets (POS-like) 4) Verifiers terminals for on-board inspections 5) On-board system for the functions AVM and ticketing (issue of tickets on the vehicle) 6) Storing systems for data exchange between the business control and the buses - Ibus Booking o http://www.ibus.it/english/index_en.htm Ibus is a network made up of the nine main Italian long-distance coach companies, which puts its extraordinary experience in the passenger transport system at the disposal of clients: hundreds of daily services provided for years all over the country, and over one million passengers carried per year. NEED The IBUS Network of companies required a management system that would allow simple, automated control of various aspects that had become complex as a result of expansion of the network. Clearing, systems for payment on line and using the SISAL circuit with a network of 3000 agencies, multi-carrier management for bookings, clearing by use, integration with the operating centre, check-in, promotions and low-cost logic, interface with the payment and public sale circuits are the aspects that were most in need of a custom-made management solution. Pluservice has always been one of the technological partners of ibus, having supplied a web-based system to satisfy the client s needs. PROVISION/SOLUTION Working in synergy with carriers, various functions have been developed over the years, and these have resulted in the site being the most widely used for purchase of roadbased travel. Features of this xperience are: - an enormous network of agencies and travel agents (over 3000) who every day offer their clients interconnected travel options involving various partner carriers; - extremely flexible pricing policy: for example management of low-cost policies on routes with a low appeal for a set of available seats, managing different prices for high and low season, etc; - information on travel and prices, booking travel (with selection of the seat) and purchase, using both credit cards and SISAL offices for payment; - exclusive agreement with SISAL to enable payment of tickets at over 16,000 offices in Italy; - advanced terminals on-board the coaches allowing location of the vehicle, communication of delays/early arrival to the control centre, check-in (with the option of freeing seats that have been 17 of 19

purchased but not filled), on-board purchase and print-out of lists of passengers getting on/off at each location; - the coaches have a location device and their position is communicated instantly to the control centre. This system traces the progress of coaches and certifies the service at the end of the trip; - division of sales and revenue between the various carriers takes place using actual travel data, by means of sophisticated clearing algorithms; - the system foresees final accounting of sales and revenue and fulfilling of administrative requirements (Invoicing commission for sales network, record of competencies, reconciliation of amounts received). It is also possible to view information on incoming coaches on totems and information panels, with details of any differences between scheduled and actual arrival time. This information can also be consulted online on the web site. - Atv Verona o http://www.pluservice.net/en/progetti/atv.php o http://www.atv.verona.it/flex/cm/pages/serveblob.php/l/en/idpagina/312 ATV, AziendaTrasporti Verona, was established on January 1st 2007 from the merger of the two historic local transport companies, AMT and APTV, which for over fifty years had managed the urban and suburban transport service, respectively. It has a staff of 800 and a user base of 1,250,000 people. At urban level it manages a 395 km network with 183 buses, transporting 32.4 million passengers per year. At suburban level the network is in excess of 4,500 km, travelled by 350 vehicles and with 16.3 million passengers per year. NEEDS For many years both AMT and APTV of Verona (the urban and suburban companies, respectively) had been managing all sales, recording and accounting services for their paper tickets using Pluservice systems. For both companies, the need was to migrate to a more innovative system, that would offer greater flexibility, facilitating travel for its clients and providing the companies with adequate information on movement of the clients themselves. For the newly founded ATV this translated into the need to introduce an electronic ticketing system capable of overcoming the limits and costs connected with the paper version, with the restriction that this new system had to be integrated with the existing AVM system and with the company information processes such as Movement and Accounting. PROVISION/SOLUTION ATV Verona is an electronic ticketing project success story. A project created within a very short space of time (just 16 months from assignment of tender to the date on which the entire system was put into service at urban level) and with immediate positive results on the company financial situation after activation of MoVer on October 1st 2008. Particularly effective were both the efforts taken to communicate the importance of validation and social control, and intensification of on-board checks, including those by traffic policemen, which have almost halved the number of passengers without a ticket. Also positive was the fact that this strong growth trend in revenue was confirmed by the figures for the first 18 of 19

half of 2009. Pluservice supported the company in this relevant modernization step of the sales system as already being the provider of HW and SW support solutions to the previous paper-based ticketing system and, therefore, involved from the very beginning in this new project. The system supplied includes software procedures and appliances installed both at the ATV company locations, where personalised smartcards can be issued, and at sales outlets, where the passenger can renew his or her subscription or top up his or her travel card. The customer can also renew his or her electronic subscription using the ATV web site. A flow of information is able to update all the on-board validation equipment fitted on the vehicles. One aspect that required great attention, and with which ATV expects to recover a large percentage of sales lost through evasion, relates to on-board controls. Equipped with a special hand-held terminal, the ATV ticket inspector can verify the validity of the smartcard held by the passenger immediately. The Company Control Centre, installed at the ATV headquarters, which is integrated with all the company procedures, allows more efficient and effective management of the enormous amount of information, so that managers have a better idea of the habits of users, from the areas with greatest traffic to statistics on passenger mobility and violations. Figures for the ATV Mover project: over 35,000 contactless cards issued in 2008; in 2010, with extension of the project to suburban areas, this figure can rise to over 55,000. top 19 of 19