WQD2011 - INNOVATION - RTA - Automated Fare Collection System


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Innovation case study submitted by RTA during 3rd Continual Improvement & Innovation Symposium organized by Dubai Quality Group's Continual Improvement Subgroup to celebrate World Quality Day 2011.

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WQD2011 - INNOVATION - RTA - Automated Fare Collection System

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  2. 2. Overview of the Presentation Over view of Nol Detailed View of Nol Bench Marking and Feasibility study Implementation & challenges Project Outcome2
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  4. 4. Introduction About the Organization The Roads and Transport Vision Authority (RTA) was formed by Safe and Smooth Transport for all the decree number 17 for the year 2005 to provide high quality infrastructure facilities, and an Mission advanced transport network for To prepare legislation and develop integrated solutions of the people of Dubai, which is one road systems and land/marine transportation networks that of the fastest growing cities in are safe and in line with Dubai’s economic development todays world plans and the highest international standards4
  5. 5. Introduction About the Organization According to the above structure, RTA offers list of Products and Services per agency5 RTA branches are scattered in Dubai area with the H.Q. in Um Rumool area
  6. 6. About Nol: What is 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. Current Nol Currently Nol Card can be used to travel on Dubais Metro, Buses, Water Buses, RTAs Paid Parking. Future Nol Maybe in future Nol Card can be used for micro payments, using Dubai taxi’s, hotel access keys, combined with debit / credit cards etc6
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  8. 8. 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 2005 2011 2020 2020. (6%) (9.7%) (30%)8
  9. 9. The Idea Similar Projects and Creativity9
  10. 10. The Idea What were the Project challenges?10
  11. 11. The Idea Project Planning11
  12. 12. The Idea Tools/ Techniques to implement the project12
  13. 13. The Idea High level Mechanism Current Partners Future Partners Disaster Recovery Utilize Nol e-services Availability 99.9% 10 e-Services Water Bus Taxi Travel privateParking Metro 4 Million Clearing Nakheel Monorail House Buses Buy and top up the card 310 Communications External Sales agents . Other Emirates Total TXN: 650 M RTA Sales agents . Self Services Trips : 300 M Parking Micropayments13
  14. 14. The Idea Project design 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 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 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 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.14
  15. 15. The Idea Zonal Fare structure Zonal fare structure has been recommended by RTA Comparison of Fare management and the Structure Quality and feasibility project Stakeholder to fit into the need of Dubai and Public transport users after intensive study and research between various 88% types of Fare structure implemented in similar project ( Distance fare , Flat 6% fare, sectional Fare,…) Dubai divided into 7 Zones and 4 types of cards with 4% special concession fare introduced 2%15
  16. 16. The Idea Communication and Reporting system 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 Dubai16
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  18. 18. People Involvment Project structureThe project revolves around the implementation Automated Fare System and the Clearing house whichwas managed by the unified card considering the interface points with the other AFC systems ( Metro ,Buses , Water Buses and Parking system) The end to end process mapping was done along with project team to18 understand the customer requirements.
  19. 19. People Involvement 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) AFC Integration Automated Fare collection Designing Fare structure Team Team steering committee 144/2006 Implementation AFC software Issue Resolution Testing Team upgrade team Team19
  20. 20. People Involvement Project structure The Project was fully Subsidized by RTA The budget has been identified within the feasibility study prepared in the planning phase of the Project20
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  22. 22. Process Project plan 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.22
  23. 23. Process 30-day Student Pass PC TVM, TOM, Project Development SAD6-Month Special-Need PC TOM, SADPass List of Online Services (for Card Holders): TVM, TOM, - Enquire Transaction History (Full) 30-day Senior Pass PC - Enquire Transaction History (Limited) SAD - Register Complaints/Enquiries/Claims -Track Refunds / Claims TVM, TOM, 30-day Adult Pass PC - Report a Lost Card SAD - Manage your profileSingle Trip(s) CT* TVM, TOM List of e-services (for Business Entities):Single Trip(s) Gold CT* TVM, TOM - Raise and Track Claims - Make & Track A Card Orders Loyalty Points TOM, Non- Transport Merchant - Manage Devices Redemption Online Daily Adult Pass CT* TVM, TOM - View Reports - Manage profile CT Interposable TOM of respective PTO Upgrading and Merchant Acquirer Non-Transport Merchant PC Activation IVR enhancing the Fare (Agents) structure Activating PC TOM Apply for Auto-reload TOM Reload ePurse / Apply for PC Concessionary TOM, Online Online Product 1st Quarter 2011 2nd Quarter 2011 2012 201323
  24. 24. Process Project Evaluation 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) Sources of information about 68% 17% 15%1 Nol Card / Ticket 1% Metro Stations Media Friends Others Purpose Of the trip2 45% 21% 17% 13% 3% 1% Going to work For Personal Going Home Going Tourist Business Shopping on trip24 dinning
  25. 25. Process Project Evaluation Various feedback were considered and reflected in the development and Service plan of the Project Topping up the NOL Types of Nol Card / card or adding trips Ticket frequently on 3 to red tickets 4 Dubai Metro 88% 45 % Rarely Less than 3 18 times in month 6% 1 to 2 in a 24 week 4% More than 2 925 times in a week
  26. 26. Process Change Management Nol Cards available now Card sales started on Public Awareness 22/08/2009 Operators training Front staff training started 15/08/2009 Financial team were involved and trailed Financial System from the planning phase All devices and Technical Management software have been tested and certified26
  27. 27. Process Risk Mitigation and Success factors Risk assessment Major risks reports were were submitted o escalated to Weekly basis the Steering to the Project committee Management then to the to be higher evaluated and Management to control the as required fixing process27
  28. 28. Process Testing and Roll out planAn Intensive testing planwas set to evaluate andcontrol the productionquality of the Softwarebefore deployment Roll out plan was deployed to assure service continuity and avoid any deployment issue28
  29. 29. 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 live29
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  31. 31. 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 100% 80% approved budget31
  32. 32. Results Project Benefits Social Environm ent Private Regional sector Partnership Project Outcomes Financ RTA level strategic ial32
  33. 33. ‫‪Results‬‬ ‫‪Strategic Results‬‬ ‫3. ﺍﻝﻨﻘل ﺍﻝﺠﻤﺎﻋﻲ ﻭﺍﻻﺴﺘﻐﻨﺎﺀ ﻋﻥ ﺍﻝﺴﻴﺎﺭﺍﺕ ﺍﻝﺨﺎﺼﺔ.‬‫33‬
  34. 34. Results Financial Results 4,000,000 Card Sold with usage of 96% 255,454,846 Trips performed from 090909 605,390,799 Transactions settled through Clearing & Settlement System In addition to Reduce the Opex cost through process automation.34
  35. 35. Results RTA level 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 level35
  36. 36. Results Environment 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 accordingly36
  37. 37. Results Social level 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)37
  38. 38. Results Global Level ( ) ‫را‬ Transports services with the neighbors Emirates Etihad Railway ‫د‬ ‫را‬ Visit of the project by some other countries (such as Qatar, New Zealand, the Netherlands) to share experiences38
  39. 39. Results Private Sector partnership Opened new channels for Partnership with the Private Sector
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  41. 41. Learning Went well or wrong The Project was launched and went live on the agreed time line (090909) without any issue or impact on services offered to the customer Lesson learnt Agreed on the deployment plan in advance and assigned the required people in advance to be available at the time of deployment What to consider differently? • 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.41
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  43. 43. 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 RTA43
  44. 44. Way Forward Future development 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)44
  45. 45. Thank You 650,000,000 260,000,000 Integration between Transactions Trips all Transports Modes 30% 9.4%45 6%