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2

Overview of the Presentation

Over view of Nol

Detailed View of Nol

Bench Marking and

Feasibility study

Implementation &

challenges

Project Outcome

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4

Introduction

About the Organization

The Roads and Transport

Authority (RTA) was formed by

the decree number 17 for the

year 2005 to provide high quality

infrastructure facilities, and an

advanced transport network for

the people of Dubai, which is one

of the fastest growing cities in

today's world

Vision Safe and Smooth Transport for all

Mission

To prepare legislation and develop integrated solutions of

road systems and land/marine transportation networks that

are safe and in line with Dubai’s economic development

plans and the highest international standards

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Introduction

About the Organization

According to the above structure, RTA offers list of Products and Services per agency

RTA branches are scattered in Dubai area with the H.Q. in Um Rumool area

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About Nol:

Nol Card is a unified smart card that enables Dubai’s

customers to pay for the use of various RTA transport

modes in Dubai with a single card.

What is Nol?

Current Nol

Future Nol

Currently Nol Card can be used to travel on Dubai's

Metro, Buses, Water Buses, RTA's Paid Parking.

Maybe in future Nol Card can be used for micro payments,

using Dubai taxi’s, hotel access keys, combined with debit /

credit cards etcetcetcetc

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The Idea

How was the opportunity of the Project identified ?

The growing status of Dubai

as a global business hub

prioritizes the provision of a

safe and smooth transport

system. As a result, an

effective & an integrated

transport system capable of

achieving the strategic

objective of RTA by increasing

the Public Transports

ridership from 6% to 30% by

2020.

The growing status of Dubai

as a global business hub

prioritizes the provision of a

safe and smooth transport

system. As a result, an

effective & an integrated

transport system capable of

achieving the strategic

objective of RTA by increasing

the Public Transports

ridership from 6% to 30% by

2020.2005(6%)

2011(9.7%)

2020(30%)

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The Idea

Similar Projects and Creativity

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The Idea

What were the Project challenges?

The Idea

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Project Planning

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The Idea

Tools/ Techniques to implement the project

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The Idea

Utilize Nol e-services

Travel

Buy and top up the card

10 e-Services

� External Sales agents .

� RTA Sales agents .

� Self Services

4 Million

Current Partners

Water Bus

Metro

Buses

Parking

Future Partners

Taxi

Nakheel Monorail

Other Emirates

Micropayments

Communications

Clearing House

Disaster Recovery

Total TXN: 650 M

Trips : 300 M

privateParking

Availability 99.9%

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High level Mechanism

The Idea

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System Specification has been selected by high qualified team in cooperation with the

highest standards in similar projects and were documented and signed by all service

providers to develop the system for the pilot testing

The Financial System (OCHS) has been designed based on the business requirements

and RTA needs with a high level of security and high standard specification.

Mifare is the Type of smart contactless card selected to be used for the Project based on

special services to fit the needs of users of public with high level of Security

Mifare is the Type of smart contactless card selected to be used for the Project based on

study done by the Project team and the recommendation from the consultant . It is

environmentally friendly card, able to absorb technologies development and provide

special services to fit the needs of users of public with high level of Security

New Fare structure was introduced based on the Zonal fare recommended by RTA

management to fit into the need of Dubai and Public transport users. Dubai divided into 7

Zones and 4 types of cards with special concession fare introduced

Project design

The Idea

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Zonal fare structure has

been recommended by RTA

management and the

project Stakeholder to fit

into the need of Dubai and

Public transport users after

intensive study and

research between various

types of Fare structure

implemented in similar

project ( Distance fare , Flat

fare, sectional Fare,…)

Dubai divided into 7 Zones

and 4 types of cards with

special concession fare

introduced

88%

6%

4%

2%

Zonal Fare structure

Comparison of Fare

Structure Quality

and feasibility

The Idea

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A very high level technology was used in the Security Integration consistent with the

standards of electronic trading Key Management System (KMS), which allow the system

admin to change the secret code whenever required.

The major part of the project was the financial and operational reports; hence Cognos

System has been used to ensure accurate data and information that will be later a

mainstay and the main feeder to the Business development the strategic plans of Dubai

Communication and Reporting system

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People Involvment

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The project revolves around the implementation Automated Fare System and the Clearing house which

was managed by the unified card considering the interface points with the other AFC systems ( Metro ,

Buses , Water Buses and Parking system)

Project structure

The end to end process mapping was

done along with project team to

understand the customer requirements.

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People Involvement

Desig

nin

g

Imp

lemen

tation

Testing Team Issue Resolution Team

AFC software upgrade team

Fare structure Team AFC Integration Team

Au

tom

ate

d F

are

co

lle

ctio

n

ste

eri

ng

co

mm

itte

e

144/2

006

Project Management

Steering committee was formed to manage the program and control the specification of the

system during the implementation phases, adding to that number of sub teams and

committees were formed to give the required support to the Main committee and manage

the implementation phases ( as shown below)

The budget has been identified within the feasibility study

prepared in the planning phase of the Project

People Involvement

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Project structure

The Project was fully Subsidized by RTA

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Process

Efforts combined to launch the project on time in conjunction with the launch of Dubai

Metro 090909, the Plan was shared and agreed with all integrated projects and service

providers based on the Business requirements and RTA strategic objectives.

Efforts combined to launch the project on time in conjunction with the launch of Dubai

Metro 090909, the Plan was shared and agreed with all integrated projects and service

providers based on the Business requirements and RTA strategic objectives.

Project plan

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Process

1st Quarter 2011 2nd Quarter 2011 2012 2013

30-day Senior Pass PCTVM, TOM,

SAD

30-day Student Pass PCTVM, TOM,

SAD

6-Month Special-Need Pass

PC TOM, SAD

Single Trip(s) Gold CT* TVM, TOM

CT Interposable TOM of respective PTO

Daily Adult Pass CT* TVM, TOM

PC Activation IVR

Single Trip(s) CT* TVM, TOM

Activating PC TOM

Apply for PC Concessionary TOM, Online

30-day Adult Pass PCTVM, TOM,

SAD

List of Online Services (for Card Holders):

- Enquire Transaction History (Full)

- Enquire Transaction History (Limited)

- Register Complaints/Enquiries/Claims

-Track Refunds / Claims

- Report a Lost Card

- Manage your profile

List of e-services (for Business Entities):

- Raise and Track Claims

- Make & Track A Card Orders

- Manage Devices

- View Reports

- Manage profile

Apply for Auto-reload TOM

Reload ePurse / Product

Online

Merchant Acquirer

Non- Transport Merchant

Non-Transport Merchant (Agents)

Loyalty Points Redemption

TOM, Online

Upgrading and enhancing the Fare

structure

Project Development

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Process

The project was evaluated on quarterly basis to ensue the quality of service and the

customer requirements fulfillment ( as shown in the samples below for 2011 survey)

Project Evaluation

Sources of information about Nol Card / Ticket1

68%

Metro Stations

17%

Media

15%

Friends

1%

Others

Purpose Of the trip

21%

45%

Going to work

21%

For Personal Business

17%

Going Home

13%

Going Shopping dinning

3%

Tourist on trip

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Process

Various feedback were considered and reflected in the development and Service plan of the

Project

Project Evaluation

Types of Nol Card / Ticket frequently on Dubai Metro 4

Topping up the NOL card or adding trips to red tickets 3

Rarely 45

18

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9

Less than 3 times in month

1 to 2 in a week

More than 2 times in a week

%88%

6%

4%

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Process

Change Management

� Public Awareness

� Front staff training

� Financial System

� Technical Management

Card sales started on 22/08/2009

Operators training started 15/08/2009

Nol Cards available now

Financial team were involved and trailed from the planning phase

All devices and software have been tested and certified

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Process

Risk Mitigation and Success factors

Major risks

were

escalated to

the Steering

committee

then to the

higher

Management

as required

Risk

assessment

reports were

submitted o

Weekly basis

to the Project

Management

to be

evaluated and

to control the

fixing process

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Process

Testing and Roll out plan

An Intensive testing plan

was set to evaluate and

control the production

quality of the Software

before deployment

Roll out plan was deployed

to assure service continuity

and avoid any deployment

issue

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Process

Pilot Testing

Full Pilot testing scenario and Production Regression test were done to check all

functionalities in the Production environment. A high qualified team were assigned to

perform the required test and certify the project elements and take the decision to Go or

Not to Go live

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Results

Achievements

Challenge met and deadline achieved!!!

No Objectives Targets Actual

1 Go Live 0n 090909 100% 100%

2 Nol card sales 1,600,000 cards 130%

3 Launch all Nol Services 100% 90%

4 Implementation within

approved budget

100% 80%

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Results

Project Benefits

Project Outcomes

Financ

ial strategic

Private

sector

Partnership

Social Environm

ent

RTA level

Regional

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Results

.الخاصة السيارات عن واالستغناء الجماعي النقل3.

Strategic Results

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Results

4,000,000 � Card Sold with usage of 96%� Card Sold with usage of 96%

255,454,846 � Trips performed from 090909� Trips performed from 090909

605,390,799 � Transactions settled through Clearing & Settlement System � Transactions settled through Clearing & Settlement System

In addition to � Reduce the Opex cost through process automation.� Reduce the Opex cost through process automation.

Financial Results

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Results

� Opened the Channels for the partnership

with the private sector

� Improved customer experience and

increase customer satisfaction to 80%

(75%)

� Provides a central information database

to enhance the development the Emirate

� Provided new job opportunities for

national cadres (61%)

� Rehabilitation of the cadres and

increasing the experience gained at the

project level

RTA level

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� Environmentally friendly cards, recycled and reused again (PET-G &

PET-F)

� Card Life cycle more than 5 years

� Paper tickets can be reused for several trips with expiry date of (90) days.

� Encouraged the use of the Public transports and reduced the Personal cars usage

� Reduced the waiting time of the buses and the bad impact on the environment accordingly

Environment

Results

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1. Shifted from the use of cash to use the card

2. Fulfilled the needs of all segments of society and

encouraged new groups to use the system.

3. Changed the culture of relying on Personal cars usage

and attracted new segments for the use of mass transit

services (4 types of cards in addition to new services)

4. Contributed to the success of the experience of public

transport in Dubai.

5. Satisfaction survey was done on Periodical basis to

understand customer requirements and reflected in the

development plan. (Continuous basis)

Social level

Results

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��ر ا����� )���(

��ر ا����د

� Transports services with the neighbor's

Emirates

� Etihad Railway

� Visit of the project by some other

countries (such as Qatar, New Zealand,

the Netherlands) to share experiences

Global Level

Results

� Opened new channels for Partnership with the Private Sector

Private Sector partnership

Results

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Learning

The Project was launched and went live on the agreed time line (090909) without any issue or

impact on services offered to the customer

Went well or wrong

Agreed on the deployment plan in advance and assigned the required people in advance to

be available at the time of deployment

Lesson learnt

• Giving enough time for testing, execution and trial run.

• Audit all vendors in advance and visit their testing labs to check on their actual

capability.

What to consider differently?

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Way Forward

Project Award

• The Team members were awarded by H.H. Sheikh Mohammed bin Rashid Al Maktoum in the DGEP award ceremony

• The Team members were awarded by H.E Mattar Al Tayer, Chairman of the Board and Executive Director of the RTA

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Future development

Way Forward

Using smart contactless cards type -A-MiFare DesFire was

considering the future development of the Project, The card

specification will enable it to absorb technologies development

and provide a special services fit the needs of users of public

with high level of Security ( Micropayment, NFC technology,…)

The feedback received from Nol card users and Public transports riders after the

1st phase deployment has been considered and reflected in the development

plan to enhance the services and enlarge the use of the cards with new services

and Products to meet the customer requirements ( slide 23)

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Thank You

Integration between all Transports Modes

260,000,000Trips

650,000,000Transactions

9.4%

6%

30%