Jack Holland Slides from CoMoUK conference

1. A new mobility solution
On-Demand Transportation

2. About DB Arriva
14
countries
62,000
employees
+2.2bn
passenger
journeys a year
• We are one of the largest providers of passenger transport
in Europe.
• We are part of Deutsche Bahn (DB) and responsible for DB's
regional passenger transport services outside Germany.
• We deliver transport solutions for local and national
authorities, tendering bodies and health care
commissioners.
• We are experts in creating innovative transport solutions
that link people, communities and economies.

3. About ArrivaClick
• One pillar of Arriva’s strategy is focused on innovation to shape and grow the market in partnership with
our partners.
• Over the past 5 years we have looked at new ways to complement our traditional bus and train networks
including city bikes, non-emergency patient transports, electric car hire and much more.
• Our latest market shaping product is Arriva Click with its demand responsive capabilities is another
product that can operate in partnership with our core business and partners.

5. Why venture into
on-demand
transport?

6. Falling bus patronage trend since 2013
People’s travel patterns
are changing:
1) 9-5 work pattern is
evolving, more people
work from home.
2) Reduction in shopping
centre footfall (3% down
year on year in 2017)
3) Rise of ride-sharing
apps

7. However, young people view owning a car as a less
aspirational goal than 20 years ago.
Millennial Influence on Mobility:
69% Car Sharing > Car Ownership
65% New Smartphone > New Car
67% Consumer of Electronics/Travel
> New Car
26% likely to use car sharing
(vs 5% of baby boomers)

8. Why non-users do not use the bus?
1) Ease/convenience of using the car
2) Speed of traveling by car
3) Not frequent enough / do not run when I need them
4) Other reasons such as cleanliness, comfort, safety and reliable
It is these perceptions that we have tried to change with ArrivaClick.

9. 80%
of peak vehicles are
single occupancy
DfT Statistics
Are car users happy?

10. 90h
per year looking
for a parking
space
DfT National Travel Survey, 2017
Are car users happy?

11. 32h
average time a UK driver spends in congestion each year
£31bn
total direct & indirect cost to the UK economy last year
TomTom Traffic Index 2017
Are car users happy?

13. ArrivaClick
The customer proposition

14. How ArrivaClick on-demand mobility works?
1. Request journey via app
2. Choose pick-up/ drop-off
point and no. of passengers.
3. Receive and confirm a offer
4. Get confirmation and info
about the ride
1. Process request
2. Match journeys
3. Send binding offer
4. Adjust routing and
display new route to
driver
ArrivaClick aggregates people travelling from multiple origins to multiple destinations in an
exceptionally efficient way, providing the convenience and the flexibility of a customised on
demand journey.
A B
Customer System

15. Powered by an app with an intuitive design
Maximum ETA of 20 Minutes | Book for 1 to 6 People | Corner to Corner Mobility | Wide range of ticket options

16. Putting the customer at the heart of the product - Digital
On-demand
Customers can book a journey
in real-time, when and where
they want it, or pre-book.
Transparency
Customers are given an ETA and
exact fare before they book
their journey.
Trackability
Customers can
track their vehicle
en route.
Communication
Customers are always “in touch”
with the service via the app
(SMS and phone call).

17. Putting the customer at the heart of the product - Service
Convenience
Cashless payments –
customers pay via
their credit or debit card in-
app.
Quality
Mercedes Sprinter minibuses
with 12 leather seats, tables
and a wheelchair space. USB
charging points and free Wi-
Fi are provided.
Accessibility
Wheelchair users inform the
app when booking, so a
vehicle with space is
allocated to the customer.
Excellent Customer Service
Customers are greeted by
their first name and
welcomed onto the vehicle
by the driver.

18. 12 month Pilot Study
and where next?

19. WC 22nd April – Week 1 WC 22nd October – 6 months since launch
Sittingbourne - Origin and Destination Heat Maps

20. ArrivaClick Sittingbourne in numbers
12%
of addressable
market has
downloaded the
app
Full Operation launched in
April
2017
Over
9,500
app
downloads
Over
55,000
journeys
completed
Average
Estimated Time of
Arrival
10
Minutes

21. Customer Survey Highlights Average ride satisfaction
rating in Year 1:
4.8/540% of users are
aged between:
25 – 44
years old
82% of ArrivaClick users have
swapped from modes other than
traditional bus (car, taxi, etc.)
9 out of 10users
would recommend
ArrivaClick to a friend
71% of users travel with
ArrivaClick because it is
an on-demand app

22. Customer Feedback
“ArrivaClick is the
best thing that’s
ever happened to
Sittingbourne.”
“I use ArrivaClick
regularly because
it is convenient
for me, it’s quick
and easy.”
“ArrivaClick is brilliant!
We all love that it is so
easy to use. I like being
able to pay for my
daughter’s journey.”
“Buses run once an hour in
our village. ArrivaClick
enables us to travel when
we want and need to.”
“I was made to feel
like a VIP traveller,
greeted by name and
made to feel special.”
“Faultless – ArrivaClick
makes travelling feel
less like a chore, more
comfortable and
reliable.”

23. Industry Leader - Award Wins, Press Coverage, etc.
“It gives me
the
flexibility I
don’t get
from other
public
transport”
service came
on board”
“This is
truly what
the future of
transport
looks like”
In the past 12 months we have
won 2 national awards for
innovation:
- UK Bus Awards
- Route One Awards
The success of our
Sittingbourne Pilot Study as
seen us look to expand into
new area across the UK.
It has also helped reshape our
strategy for our bus division.

24. ArrivaClick Liverpool
• ArrivaClick Liverpool covers a 65 sq/km zone from the
airport to the city centre with many key destinations
• ArrivaClick is designed to give people alternatives to the
car and offer more choice across public transport
• Will operate between 6.30am-7pm, expanding to 6am-
12am as demand increases
• ArrivaClick will begin with 6 vehicles, scaling up to 25 in
12 months’ time, creating 70 jobs locally
• Click-Pay-Go – easy to use, cashless in-app booking
process
• Transport on your terms – comes where and when you
want
• A price and an ETA for each ride is shown in the app,
once accepted, you will never pay more than the price
you were shown for your journey
• Credit bundles and Weekly Passes are available in
addition to pay-as-you-go

25. Examples of new mobility across the DB Group
DB’s future mobility business diversion. It
has created a DRT platform, operates
autonomous vehicle trials and builds
mobility analytics.
DRT services are operating in Frankfurt,
Hamburg and Wittlich currently. It is lead
partner in the Hamburg SmartCity
Partnership identifying first and last mile
connections. The Hamburg operation uses
25 fully electric minicabs.
In 2015, Arriva won a €830m 15 year
contact to run public transport across
the Limburg region.
As part of this contract, we have created
various DRT services linking rural
communities to rural areas which are not
suitable for traditional fixed routes. This
has seen significant growth in patronage
Other Operations: