Derek Halden from DHC Loop Connections discussed getting smarter at selling transport tickets. Since 1996, DHC has analyzed transport accessibility and developed integrated ticketing solutions. New technologies now allow for contactless payments on buses, trains and elsewhere. However, people must still be convinced to purchase multi-operator tickets. Smarter ticketing involves understanding customer preferences and payment methods. With the right incentives, branding, and partnerships between public and private groups, technology can help deliver integrated transport options that benefit travelers.

1. Getting Smarter Selling Transport
Derek Halden
DHC Loop Connections
Traveline Conference 2012
E: derek.halden@loopconnections.org.uk

2. Market Analysis and Technology
from DHC Loop Connections
• 1996 - DHC established - access for people
• 1997 - Accessibility indicators and models
• 1998 - Successful Sestran One Ticket bid
• 2002 – Accessibility statistics for DfT
• 2004 – Multi-operator tickets for NBF
• 2006 – Future of transport retailing for BCSC
• 2008 – Integrated customer relationship trials
• 2011 – Launch of DHC Loop Connections

3. Need and Opportunity
• People say they want change
– Policies for smart and integrated ticketing
• But will they buy?
– The market for multi-operator tickets
– Making shopping for transport easier
• Getting smarter - the role of technology
Stored Contactless
ITSO Mobile Convergence
value credit and debit
2000 2010

4. Mapping Markets to Fulfilment
Market Information
Commuter Media -
Leisure web/mobile/printed
Tourist Pre travel
Ticket
Long distance Point of sale
Advance purchase
Group travel On board
Turn up and pay
Pre-pay Business
Post-pay Friends and family
Single/multiple operator
Single/multiple sector
Channel
Printed
Payment Self print
Account Card
Cash Phone
Voucher NFC Revenue protection
Card Gates
Mobile Inspectors
Sales agents

5. Smarter Working
Voters and votes
Citizens and Consumers Politics and policies
Informed Smart
government
nt
travellers
me
Cu
sto
e
cur
Information and
me
pro
feedback toolkits
r re
a nd
la t
ion
n
tio
shi
ula
Innovative
ps
Reg
businesses
Businesses and markets

6. Smarter Delivery
• Delivery everyone wants to be part of
– Hard and soft
• Incentives/rewards constantly evolving
– Something to unite under
– Recruitment of local champions
– Campaigns, safe routes, community role
• Branding as an expression of what we do

7. Managing Changing Roles
Key issues:
•Incentives/performance
management
• Legislation
• Taxation
•Align procurement policy with
policy goals
•Partnerships
• Lever private investment
• Funding
•Established cultures
•….and appropriate technology

8. Smart Fulfilment is moving on from
telling and selling…
Social and business networks and
nudges……..
•An online marketplace linked with the local
place
•Incentives for sharing
•Delivering smarter choices using
technology
Technology working for people,
changing where they visit, shop and
play and how they travel

9. Thank You
Derek Halden
DHC Loop Connections
E: derek.halden@loopconnections.org.uk
Voters and votes
Citizens and Consumers Politics and policies
Informed Smart
travellers government
Information and
feedback toolkits
Innovative
businesses
Businesses and markets