London's Oyster Card Revolution to Evolution - SCNF study the next... · London's Oyster Card...
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London's Oyster Card
Revolution to Evolution
PREPAID conference 2010
Peter Lewis
Oyster Development Manager
Transport for London
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Ticketing timeline
1983: Travelcard launched in London
1989: Travelcard integrated with national rail
1998: Prestige contract for ticketing services
2003: Oyster launched
2004: Oyster PAYG launched
2007-10: PAYG extended to national rail
2011-15: Bank card (EMV) acceptance planned
across TfL
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TfL moves over 3 million people every
day
• 12 million active cards in use
• Every weekday in London:
– 6.3 million journeys on London‟s buses
– 3.5 million on the Tube and Rail
– 0.2 million on trams, light rail and river
boats
– 80% of these are using Oyster
• 70% of National Rail journeys begin or end
in London
• 8,500 buses
• 650 tube and rail stations accept Oyster
• 4,000 retail outlets (newsagents)
• 25,000+ Oyster card readers
• £2.5 billion (5.3 billion SGD) fares income in
2009
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Extended use of Oyster
• Oyster on
National Rail
Services
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• Oyster on Thames
River Boat
Services
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Over 13 million
contactless
taps a day
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Fare collection objectives – 2010
onwards
TfL aims to:
1. Retain operational benefits of
contactless fare collection –
passenger throughput & fraud
reduction
2. Maintain & improve customer
convenience of contactless
travel & ease of payment
3. Reduce fraud and ticket-less
travel further, and reduce costs –
one of the Mayor‟s priorities
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Oyster: Current State
• TfL very happy with what it has achieved with
Oyster
– Customer satisfaction is very high
– Business objectives achieved
– Faults/deficiencies are small and manageable
• No desire to give up Oyster without improving on
key deliverables
• Biggest concern going forward is cost of revenue
collection
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Current challenges
• Despite the visible success of Oyster, ticketing still represents a
difficult business model
• Need to think from first principles about models for revenue
collection
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Multiple sales channels
• TfL channels
– Ticket offices
– Self-serve machines
– Web
• Third party channels
– National Rail “joint stations”
– Oyster Ticket Stops
– Visit London
– Visit Britain
– Eurostar
– Coach operators
– WH Smiths
Commissions
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How can we lower our revenue collection
costs?
We have reviewed our options for 2010-2020
• Considered all „flavours‟ of contactless:
– transit-specific
– payments
– NFC
• Considered wider technology trends
• Current hypothesis:
– Embrace payments industry standards not transit ones
– Exploit fast network technologies to get complexity off the cards
– Cope with fares policy complexity in TfL-specific back-office
• Payment standards = +
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The future of money
Contactless bankcard and mobile payment platforms finally seem to
be appearing on the market
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Work to date – this is not a standing
start!
• Initial learnings from Barclaycard
OnePulse in 2007
• Embarked on formal discussions
with MasterCard and Visa in late
2007
– EMV education
– Concept
– Proof of concept demonstrations
• Member of Payment Council large
corporate user forum
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TfL’s Future Ticketing Vision
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• Maximise revenue net of cost of sale
• Increase customer self-service
– Reduce queues for tickets
– Reduce ticket selling costs
– Take of advantage of internet technology
– Improve customer journey experiences
– Eliminate the need to top up or purchase a ticket and then travel
• Centralise fare calculation system
– Reduce dependency on read/write cycle & complex calculations
at 25,000+ card readers
– Easier implementation of fare and product changes
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Delivering the vision
• Bank and payment card acceptance as an alternative to
current ticketing technology
– Acceptance by product type
– Introduction of new products – weekly capping?
• Migration of Oyster into EMV technology
• Eventual elimination of the „currency exchange‟
This is evolution, not another
revolution
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A vision of the future
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