RFI INQUIRY TO THE MARKET COMPLEMENTARY SUPPORT SERVICES FOR THE OPERATION MANAGEMENT OF THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO

Transcription

1 RFI INQUIRY TO THE MARKET COMPLEMENTARY SUPPORT SERVICES FOR THE OPERATION MANAGEMENT OF THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO

2 CONTENT 1 PROCESS, DEADLINES AND FORM OF DELIVERY OF ANSWERS GLOSSARY INTRODUCTION OBJECTIVES OF THE INQUIRY THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO - BACKGROUND Context Integrated Public Transport System Responsibility in the Management of the Transport Service Evasion and Responsibility in Control The Public Transport System of Santiago - Overview Current Situation of the processes and Complementary Supporting Services for the Operational Management of the Public Transport System of Santiago Description of the Main Processes in the Transport Operation Parties Involved in the Operation of Public Transport Services Involved in the Operation of Public Transport Support tools for Fleet Operations Centers and the Bus Monitoring Center GOALS AND CONSIDERATIONS FOR THE COMPLEMENTARY SUPPORTING SERVICES FOR THE OPERATIONAL MANAGEMENT OF THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO General Goals Considerations MARKET CONSULTATION General Inquiries About Resources used by the processes involved in the operation of public transport About supporting service for the programming process About Supporting service for the operation process Regarding the measurement of operational variables Regarding the interaction between systems About coordination of the public transport system and the city About protocols and standards About user Information About Open data Adaptation and improvement of the system About Transfers and intermodality Regarding organization of Services

3 1 PROCESS, DEADLINES AND FORM OF DELIVERY OF ANSWERS National and foreign companies, which are interested in participating on the Inquiry to the Market herein, shall submit their answers to the following in the appropriate digital format, before 14:00 PM on Friday 2 nd of December The official language of this Inquiry to the Market process is Spanish. However, answers and additional material may be submitted in English, assuming the interpretation given to the information. Notwithstanding the previous information, the Ministry of Transportation and Telecommunications may interact with suppliers, through the same indicated before, making questions and giving answers pursuant the precision of the information necessary. It should be noted that answers provided should be as reference only and do not establish any obligation between the company and the Ministry of Transportation and Telecommunications. In the same way, companies may not have all the information requested or may not be able to answer, so those questions may be unanswered. Likewise, and understanding that part of the information requested related to costs may be sensitive information, not answering to this requirement does not impede the continuity of the participant in the Inquiry process. If you consider there is a relevant subject that was not addressed in this document, please incorporate it in your answer to this inquiry. Similarly, you may attach all additional information you consider useful: catalogs, brochures and other. All suppliers submitting their answers may be called for a meeting or workshop to present this information individually or together, by making a presentation at MTT facilities or by a video conference between December 2 nd and December 16 th of 2016, both dates included, which may be coordinated by the contact indicated. Those instances must be carried out in Spanish, and if required, participants may use the translations services necessary. These meetings will be held with each supplier individually, one on one. Such meetings must respect the principle of transparency, advertising and equality of companies interested in answering this Inquiry. Finally, all information and contents presented in the document herein are provided as information only, and considering these services are shown together as a group, they do not represent any relation with the manner they could be associated at the moment of tender. 3

4 2 GLOSSARY The words used herein shall have the meanings that follow, independent of their use in the singular or plural, male or female, in uppercase or lowercase, or in the grammatical forms and functions required for the appropriate wording, understanding and interpretation of this document: 1 AFT or Financial Administrator of Transantiago (from the Spanish Administrador Financiero del Transantiago) 2 Available Resources 3 Bip! 4 Board of Metropolitan Public Transport or DTPM (from the Spanish Directorio de Transporte Público Metropolitano ) 5 Buses 6 Business Rules 7 Carabineros 8 Central System 9 Clearing Entity in charge of the administration of economic resources collected from different payment methods and used by public transportation users, and their subsequent distribution among different system suppliers. System Resources that will be used to execute system payments according to what is stated in the Contract of the AFT. The commercial name of the official means of access to the system Corresponds to the Executive Secretariat of the Urban Transportation Ministers Committee of Santiago, in accordance to the provisions on the Presidential Instruction N 2, of 2013, or to the entity, or entities, which follows or replaces its role legally. Each time the Contract refers to the Metropolitan Public Transportation Directory, it refers to the Ministry acting through the Executive Secretariat. Vehicles used for the provision of urban collective transportation services defined in Supreme Decree N 122 of 1991, of the Ministry of Transportation and Telecommunications and registered in the National Registration of Passengers Transportation Services. Written definitions provided by the MTT relating to how the contracted Services should operate, such as inputs, outputs, validations and transformation rules of information. Carabineros de Chile is a technical and military police institution, which integrates the national forces of order and security. Set of equipment and applications in which transactions of validation, charge, positioning and all the on-board equipment are recorded and processed. Service which main objective is to determine and to inform about the distribution of transactions between different Suppliers of Complementary Transportation Services, according to the regulation defined by the Ministry. 4

5 10 11 CMB or Bus Monitoring Center (from the Spanish Centro de Monitoreo de Buses") COF or Fleet Operations Center (from the Spanish Centro de Operación de Flota ) 12 Complementary Services 13 Complementary Services Providers Entity that depends on the Ministry of Transport and Telecommunications. It contributes, from the perspective of design, supervision, coordination and planning, to the operational improvement of public transport services and strives for the adequate performance of the system. It belongs to the Transport Service Providers and its function is to monitor and control the operation of bus fleets. Services considered necessary for the operation of the Public Transport System in the city of Santiago. For example: Collection, Fleet Operation Support, Information Desk, Validation, Mean of Access Charge Network, etc. Legal persons who have signed contracts with the Ministry for the provision of Services of Financial Management of System Resources, Technology Services, Electronic Collection Services, Information Services and Customer Support, as well as other services that the Ministry hires or makes available in accordance with current regulations. 14 Empty kilometers Kilometers traveled by a bus without an assigned service. 15 Frequency Number of vehicles per unit time past a certain point in a service. 16 Hardware Security Module (HSM or HSA) 17 Intermodality 18 Journey 19 Marketing Network 20 Mean of Access A module that manages the security of the central collection system. Feature that allows the transfer of people between different modes of transport. Moving a User from an origin to a destination using the transport services of the system. Entities that allow the execution of Charge and/or Sell operations of the Means of Access and/or their associated services. The mean authorized by the Ministry of Transport and Telecommunications that allows accessing the Transport Services of the System and paying the corresponding fare. 21 Metro Passengers Transportation Company Metro de Santiago S.A. 22 Ministry or MTT Ministry of Transport and Telecommunications. 23 Mobitex Network 24 Paid Zones Standard network used in order to broadcast the information from the buses to the data center of the central system. Physically demarcated areas at bus stops, which have a checkpoint in which to validate the mean of access prior to the use of the Transport Services. Its aim is to speed the boarding 5

6 25 Public Transport System of buses, performing the validation prior to boarding and allowing the simultaneous boarding through all the doors of the buses. Set of licensees for the use of pathways for the provision of paid urban public transport of passengers by buses in the city of Santiago; Service Providers that were authorized for this purpose by the Ministry by administrative act; complementary services providers and any other transport service provider that becomes part of the system through the mean of access. 26 Regularity Interval of time in a certain point between vehicles in a service. 27 Regulated Area 28 Routes 29 Service 30 Switch 31 System Resources 32 Transantiago 33 Transport Fare or Rate It refers to Santiago Province and Puente Alto and San Bernardo communes, which corresponds to a certain urban radius of Santiago city, hereinafter Gran Santiago, as accordingly established in Resolution N 106 of 1995 of the Regional Ministerial Secretary of Transportation and Telecommunications of the Metropolitan Region and in other resolutions that modify or replace it; as well as zones reached by extension through the fare or technological integration of greater Public Transportation services from adjacent communes or regions.. The sequence of defined pathways in the Operation Plan for the provision of each service. Group of buses circulating through a defined pathway and that are identified under the same number and name. Module that allows for the exchange of information regarding fees of transport available to be marketed by each service provider from the marketing network of the means of access and the financial approver. The overall income from the Sell and Charge of the Mean of Access, the fines levied against the Transport Services Providers and the Complementary Services Providers (except the fines that, pursuant to #18,696, are to benefit the State) and any contributions from the State or other natural or legal persons, whether public or private. Transantiago is the system of urban public transport operating in the metropolitan area of the city of Santiago and the communes of San Bernardo and Puente Alto. Price to be paid by Users for the use in the System s Transportation Services, depending on the Access Rules presented at the moment of the Trip, which is established by the Legislation and specified on fare resolutions applicable and issued by the Ministry. 6

7 34 Transport Fees or CT (from the Spanish Cuota de Transporte ) Accounting unit recorded in the POS and the Means of Access, in order to be used to pay for transport services. Each Transport Fee is equivalent to one peso, the legal tender in Chile, paid by a User to acquire the right to use Transport Services from the System (CLP$ 1 = CT 1). 35 Transport Network Geo-reference of the pathways defined in the operational plan. 36 Transport Service 37 Transport Services Providers 38 UOCT 39 Validation 40 Validator 41 Webservice Group of buses circulating through a pathway and direction, identified in the current operating program and authorized by the MTT. It shall also include the services provided by Metro and other legal persons authorized for this purpose by the Ministry. Metro de Santiago S.A. and legal entities that have entered or are currently entering into a Contract with the Ministry, an Agreement or Concessions Contract for the Use of Roads, for the provision of Urban Public Transportation Services for Revenue Passengers; or other entities authorized for such effects by the Ministry through an administrative act; or others included in the System and determined as Ministerial Authority; others entities following them legally or replace them in such function Traffic Control Operational Unit (from the Spanish Unidad Operativa de Control de Tránsito), which aims to manage city traffic. The act of bringing the mean of access close to the Validator, which allows, among other things, discounting transport fees accounted for in the mean of access. Equipment located in the entrance checkpoints for Transport Services, whose main function is to apply the Rules of Access and to discount the transport fees in the mean of access, among other functions. A service that allows exchanging data between different platforms and applications by using Internet protocols and standards. 7

8 3 INTRODUCTION One of the priority objectives of the Ministry of Transportation and Telecommunications is to deploy an efficient, safe and quality public transportation system. In order to comply with such objective, and given the improvement and development opportunities arising from the upcoming expiration of contracts subscribed for the provision of different Complementary Services for the Metropolitan Transportation System of Santiago, such services are experiencing a redesign. Considering this scenario, it is required to perform a process of inquiry to the market in order to know the functionality of commercialization network services, fare collection, validation and financial administration services that the industry is currently offering. Thus, the collection of knowledge and proposals from technological services present in the national and international market is required, as well as practices and recommendations, in order to evaluate their incorporation into the Metropolitan Public Transportation System of Santiago, considering the future tender process for these services. 4 OBJECTIVES OF THE INQUIRY The objective of this inquiry to the market is to create a meeting space between the State and the industry, as an open, transparent and participative channel, allowing the industry to expose their experiences, the best practices and innovations related to fare collection services, access media and fare cards manufacturing and distribution, points of sale and reload networks, validation systems and financial administration services for public transportation worldwide. Likewise, necessary information must be available for the industry s understanding of the current situation and for the identification of the improvements needed, in order to provide recommendations and value proposals to be evaluated during the Metropolitan Public Transportation System of Santiago s redesign process. 5 THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO - BACKGROUND 5.1 Context Integrated Public Transport System The transport system of the city of Santiago is fully integrated in terms of operation, fare management and technology. Operational Integration: It allows users to commute between Metro, Buses network, EFE services and any other transportation provider that may operate in the future, in order to complete their trip Fare Integration: The cost of access to transportation services is in virtue of the concept of trip, which is defined as the transfer of people using different transportation systems within a defined period. Each transportation service used in a trip constitute different sections and the fare scheme must recognize each section, in order to include them and define the final fare that will be charged to the commuter, according to the integration rules determined by the Ministry of Transportation and Telecommunications. 8

9 Technological Integration: Devices, equipment, applications, systems, process and decision required for the provision of complementary services that are common, affect and have an impact on every actor in the System Responsibility in the Management of the Transport Service Transportation services management (buses, maintenance, human resources, offices, decisions, etc.) are responsibility of the transportation services supplier. The Ministry of Transportation and Telecommunications defines Quality Indicators, which in case they are not fulfilled, result in discounts or penalties in direct detriment to the transport service provider remuneration. This management and the Ministry s inspection require the installation of certain technology devices, which are under the transportation services supplier s custody and care, on board and in bus terminals. In case an accident occurs, the supplier must pay the technology operators the corresponding repairing or replacement value Evasion and Responsibility in Control The phenomenon of fare payment evasion is present in the Public Transportations System of Santiago, with strong levels in buses and a minimum in the Metro Network (less than 1%). According to the data collected by the Ministry of Transportation and Telecommunication Inspection Program between April and June of 2016 worldwide, evasion reached a 30,2%. By contract, fare payment control in public transportation is responsibility of transportation services suppliers, who may deploy different strategies to take control over evasion, like implementing Paid Areas or turnstiles on buses. However, the Ministry of Transportation and Telecommunications, through the Inspection Program, develops a permanent inspection role, in order to reinforce control of fare payment evasion 1. At the same time, the Metropolitan Public Transportation Directory (DTPM) performs different awareness actions regarding the importance of validation every time using public transportation, which is additional to works performed in interchange stations or paid areas. Also, a project has been presented to modify the category and value of the fines related to fare evasion. 5.2 The Public Transport System of Santiago - Overview In order to measure the extension of the Metropolitan Transportation System, the following must be considered: Area of Influence: The transport system operates in the regulated area, covering the 32 communes of the province of Santiago as well as the communes of San Bernardo and Puente Alto ("Gran Santiago"). By 2012, the estimated population in these 34 communes stood at 6.2 million. The system covers an area of approximately 680 km 2 ( mi 2 ) 1 On the National Inspection Program web site for information about developed tasks for evasion control in the public transportation system. 9

10 About Transport Services: The largest operator of the transport system is Metro de Santiago, their subway lines 1, 2, 4, 4a and 5 comprising 108 stations. Lines 3 and 6 are currently under construction and will add 34 stations. 7 providers operate bus transport services, with a fleet of approximately 6,600 units. There are approximately 11,300 active bus stops, of which 8,000 have shelter. The system has approximately 120 paid zones, using a total of 400 validators. About Fare Card: Contactless cards are the only media access to the transportation service, therefore there is no cash collection on board. The Fare Card is named bip! and is based on a Mifare Classic 1 Kb chip, it is purchased by public transportation users for $1.550 Chilean pesos. Bip! card is the official media access for both buses and Metro de Santiago, with an established fare for all users, and different for students. There are Bip! card without the bearer identification, and other personalised Bip! cards (name and user s picture) like the National Students Card (TNE Tarjeta Nacional Estudiantil ). The minimum card load is $1.000 and maximum is $ million of fare cards were issued in 9 years. 5.1 million fare cards used within a month. 145 million transactions per month, and 4.6 million transaction take place in a working day, according to the DPTM Management Report 2013 and the Trip Origin-Destination Survey About fare Integration: To obtain the benefit of the integrated fare, the user must validate with the bip! card on each service used. When users pay their trips with any kind of bip! card, the user can travel for 2 hours (120 minutes), from the beginning of the first stage or first bip! (in the same direction and without repeating the routes), with a maximum of 2 transfers, only one of them can be used in Metro or the same service. About the composition of the commercialization network: High Standard bip! Centers (25): to sell and load cards, balance consultation, remote load activation, card replacement and balance transfer from damaged cards, in a defined schedule. bip! Centers (75): Offices specially enabled for sale, load, balance consultation and load activation for bip! cards, in a defined schedule. bip! Points (2.084): Support point located in different commercial premises, with different reference schedules. Metro Stations (108): It is possible to find 421 POS, 80 self-service machines and 105 totems for remote load. Customer Service and Support Offices (5): Offices specially enabled to answer and solve users doubts or problems. Remote load for Banco Estado, Banco de Chile and BCI clients and others in general on webpay.cl, metro.cl y tarjetabip.cl. Post-payment arrangement: It is a service that allows the activation of a special condition on bip! cards to use 8 trips daily (for example Bus + Metro + Bus) within the 2 hours period. Currently, this service is only provided by CMR-Falabella. 10

11 Post-payment Agreement: It is a service through which a bip! card activates a special condition that allows up to 8 integrated daily journeys (for example, Bus + Metro + Bus) within the two-hour time window. Currently, this service is provided by a retail company. About fare Integration Schemes: Metro fares are differentiated by time frames, as seen in the following figure (off-peak, valley and rush hour). The fare in bus mode has a current value CLP$ 640. Low Fare (Off-Peak) 6:00 AM to 6:29 AM 8:45 PM to 11:00 PM Valley Rate (Valley) 6:30 AM to 6:59 AM 9:00 AM to 5:59 PM 8:00 PM to 8:44 PM High Fare (Rush Hour) 7:00 AM to 8:59 AM 6:00 PM to 7:59 PM High school and higher education students fare is $210. Students can choose from the same integration benefits than normal fare passengers, which means they can make two transfers within maximum 120 minutes. In case of combinations during peak hours in Metro, there are no additional costs. Students can use this benefit 24 hours a day and 7 days of the week during the entire year. Preference fare for senior citizens is $210 (one trip) and only applies to Metro, on any fare band with a maximum of two trips per day. This benefit applies only with tickets (paper tickets with a magnetic band), which are purchased directly in Metro stations. Whenever the positive balance registered in the access card is not enough to cover the fare in buses, an emergency trip applies, which is supported by the System and allows only one trip. Once the emergency trip is applied, it is necessary to reload the fare card in order to continue using it. This emergency trip covers the difference between the fare and the positive balance registered in the fare card, and it is reimbursed to the system on the next load. 11

12 5.3 Current Situation of the processes and Complementary Supporting Services for the Operational Management of the Public Transport System of Santiago Description of the Main Processes in the Transport Operation Four main processes are identified in the transport operation, as shown in Figure 1. Figure 1: Processes within the Transport Operation This section describes the processes and technology services that support their execution Planning Process This process is responsibility of the Board of Metropolitan Public Transport (DTPM). It aims to plan the development of the system in the medium and long term, in areas such as integration of new modes of transport, changes in fare schemes and infrastructure development, among others. Some of its main tasks are to develop transversal initiatives and technical innovation, as well as to incorporate tools for the analysis of information regarding supply and demand, among others. The DTPM has the following tools and services to support the analysis of information regarding supply and demand in the transport system: TransCAD supports the modeling of the transport network. EMME/3 supports the modeling of the transport demand Programming Process The programming process aims to generate the tactical transport planning in order to comply with the provisions of the planning process. Considering the operating variables, such as speeds, transport network, operational rules, supply and demand, among others, the Operation Program (PO, from the Spanish Programa de Operación ) is generated. This program is to be executed by the transport service providers. 12

13 Currently, the transport service provider submits to the Board of Metropolitan Public Transport (DTPM) a proposal for the Operation Program for the services of the next period, considering the current Operation Program. Subsequently, these PO proposals are published on the website of the DTPM 2. Then, the Ministry, through the DTPM, analyzes the proposed Operation Program according to the preestablished evaluation criteria and may issue their observations. These observations may also include comments received from other transport service providers, such as Metro de Santiago, or other organisms. If the Ministry does not issue observations, the Operation Program is considered to be accepted Operation Process The operation process aims to deploy, manage and control transport resources in order to fulfill the Operation Program. It is in this process where all physical resources and drivers who will execute the program are assigned. This process involves the transport service providers and the Board of Metropolitan Public Transport (DTPM), who have the following roles and responsibilities Role of Transport Service Providers: It is the responsibility of the transport service providers to manage the resources (buses, maintenance, staff, offices, systems, decisions, etc.) aiming to comply with the provisions of the Operation Program Role of the Board of Metropolitan Public Transport: It is responsible for the coordination and supervision of the daily operation of the public transport system, subject to the current Operation Program and service levels defined. This work is carried out through the ongoing monitoring of the services from the Bus Monitoring Center (CMB) Analysis Process This process is aimed at consolidating, processing, data mining and interpreting all data and information collected from the operation, aiming to feed back the processes involved in the System. The Board of Metropolitan Public Transport verifies compliance with the current Operation Program (PO) through the calculation and analysis of the operation indicators and the overall analysis of the operation by its analysis unit. Another important function is the management of change processes within the Operation Program, as well as the development of tools for the analysis of information regarding supply and demand Parties Involved in the Operation of Public Transport In 2012, the Ministry of Transport and Telecommunications finalized the process of review and overall evaluation of the operation of the Metropolitan Public Transport System of Santiago. As a result, the relationship with providers of transport, technological and financial services was defined. The figure below shows the main parties involved in the system, along with their respective roles. 2 Website: 13

14 Figure 2: Parties involved in the public transport system of Santiago Ministry of Transport and Telecommunications It is the state body that regulates, oversees and coordinates the Metropolitan Public Transport System in Santiago. In addition, it grants licenses for transport services, and recognizes that certain complementary services are necessary for its adequate operation, hiring those services to different companies, who in turn either provide them themselves or through outsourcing. This Ministry, through the Board of Metropolitan Public Transport (DTPM) is responsible for regulating and coordinating the operation of the System. Furthermore, through the Transport Control Program, the Ministry monitors the quality, technical conditions, and security of the public transport vehicles and services, in addition to overseeing the proper use of exclusive lanes and streets Metro de Santiago In addition to its role as a provider of transport services, it is responsible for the issuance and distribution of the mean of access, its marketing and the charge of transfer fees in the charge networks. This service also includes the provision of after-sales services related to the mean of access and customer service Financial Administrator of Transantiago (AFT) It is a consortium of banks providing financial administration services involving the system resources, comprising the generation of transport fees, the receipt, storage, custody, administration, accounting and 14

15 registration of resources obtained from the marketing, charge and uses of transport fees, as well as any contributions from the State or other natural or legal persons, whether public or private. It also executes payment to the providers of transport services, Metro and operators from the marketing network, according to the contractual rules established with each of them Technology Providers Sonda A company that provides technological services related to fleet monitoring and control, charging of the mean of access, validation and registration of journeys, information required by the Financial Administrator of Transantiago and other providers of system services. These services also consider determining the location of buses, the collection, processing and distribution of information generated by transport service providers, and the exploitation of the central systems comprised by clearing, switch and HSM Indra A company that provides technological services, including corrective and evolutionary maintenance of the mean of access system for devices (validators and charge network) deployed in the Metro de Santiago Services Involved in the Operation of Public Transport. Currently, the contract with the technology services provider Sonda contemplates the provision of the following services. Operation display Availability of operational data from buses and parameter input Transactions download Bus on-board equipment Communication Operation Display This service is intended to provide the Board of Metropolitan Public Transport and the transport service providers various technological tools for: a) The visualization of fleet information in real time. b) Entering operational parameters. c) The communication via messaging and voice between the Fleet Operations Center (COF) and the bus. Voice communication is carried out through the public cellular network. d) Providing online support for the operation of the transport service providers through COF stations, and the monitoring and supervision by the Ministry through the Bus Monitoring Center (CMB). e) Providing digital mapping for the Regulated Area, including routes, pathways, checkpoints and bus location Availability of Operational Data from Buses and Parameter Input This service provides the following to the Ministry and transport service providers: a) Bus location data, delivered to a Central System and to the systems of transport providers. b) WebService for delivering information to third parties c) Information generated in on-board equipment, as well as equipment status. 15

16 d) Operational parameters input. e) Communication between the bus and the Central System, including location, messaging and onboard computer status, validator, GPS antenna, telenode and console. f) Providers of transport services receive a hardware platform for the Fleet Operations Center (COF) and the communication between it and the bus driver. For example, location information is sent every 30 seconds via the communications system to the Central System to be processed for services and applications, as well as for their visualization in the Fleet Operations Center (COF) of transport services providers and the Bus Monitoring Center of the DTPM Transactions Download This service allows downloading to the Central System all information stored on the on-board computer, such as location data, payment transactions and others. This service also allows updating parameters (such as fare are operational rules) and firmware Communication This service allows exchanging information between the buses and the Central System. a) GPRS network/mobitex network: Used for the transmission of data and information from buses to the Central System. b) Hub network in terminals: Used for downloading consolidated bus location files, payment transactions, among others. c) Communication links: Necessary so that each transport service provider and the DTPM can connect to the Central System from their Fleet Operations Center and Bus Monitoring Center, respectively Bus On-board Equipment This service provides on-board equipment for buses, as well as their installation, removal and handling. The devices included in this service are: On-board computer (MTC-600) Communications Module (Telenode) Rack for the on-board computer, communications module and the fuse module GPS antenna GSM/GPRS antenna Mobitex antenna Spread Spectrum antenna Driver console, speaker and microphone Two contactless card validators and their respective indicator lights Support tools for Fleet Operations Centers and the Bus Monitoring Center Arena A tool to register the basic configuration of routes, to store bus location information, on-board equipment status and official bus listing. It also allows recreating the location of the entire fleet of buses up to 13 months in the past. Currently, this tool enables transport service providers to trace the routes of their transport services before their validation by the regulator (DTPM). 16

17 Sinóptico The system responsible for incorporating the business practices required and defined by both the Ministry of Transport through the DTPM and providers of transport services. The system allows the online management and of the various transport service providers and the voice and data communication between the Fleet Operations Center (COF) and all buses Tools enabled by Arena y Sinóptico To perform its function, the Bus Monitoring Center of the DTPM has the following tools and features: Monitoring reports Control panel Average speeds by arc MTT alerts Data mining reports Tool for obtaining indicators Arrival time predictor The Fleet Operations Centers (COF) of the transport services providers have the following tools and features: Bus allocation Bus visualization on map and Sinóptico Configuration, operation and management reports Bus route history (replay) Route input Management and alerting Online indicator management and dashboard. Itinerary or frequency tracking Automatic delivery of regulation messages to the bus consoles Delivery and reception of messages to the bus console. Communication between COF and the driver via voice and text A summary of the aforementioned services and their relationship with the parties involved is shown in figure 3. 17

18 Figure 3: Relationship between the parties involved and the complementary technological services

19 6 GOALS AND CONSIDERATIONS FOR THE COMPLEMENTARY SUPPORTING SERVICES FOR THE OPERATIONAL MANAGEMENT OF THE PUBLIC TRANSPORT SYSTEM OF SANTIAGO 6.1 General Goals The complementary supporting services for the operational management of the Metropolitan Public Transport System of Santiago have the following goals: 1. Contribute to achieve an economically sustainable system of public transport that will ensure a high quality of service and operational continuity. 2. Support the supervision, control and coordination of the operation of the transport system. 3. Support processes aimed at fulfilling the service levels in terms of frequency, regularity and punctuality. 4. Ensure reliable, secure and seamless management of system resources. 5. Ensure reliable and timely access to information related to the operation of the public transport system. 6. Provide support information that contributes to the improvement in the efficiency of the public transport system. 7. Improve the travel experience, aiming to encourage the use of public transport. 8. Support decision-making and coordination in scenarios of normal operation, emergency and massive events. 9. Facilitate the coordination of different modes of transport in order to promote intermodality. 6.2 Considerations As stated above, the Ministry of Transport and Telecommunications has started a new process aimed to ensure the continuity and evolution of the provision of complementary services after February of 2019, with the goal of a Public Transport System in Santiago that delivers better services, that focuses on the user, and that is aligned with the commitment to improving the quality of the public transport service. In general, the new tender may consider the improvement and evolution of the aforementioned services, with a particular emphasis on: Ensuring operational continuity of the current services and processes related to the role of the regulator, the financial administrator of the system and the transport service providers. Ensuring that data and transactions generated and managed by the system are valid, consistent, reliable and timely. Ensuring that processes of planning, programming, operation and analysis of the operation of the regulator (DTPM) and the transport services providers are carried out in a coordinated manner and under the same basis of full, consistent and coherent information, aiming to avoid disputes between the parties involved in the system. Building and generating reliable indicators for measuring levels of quality of service obtained from the operation of the transport system.

20 Allowing real-time access to relevant information of the operation, regarding the status of services, bus location, arrival times, intervals between buses, operational incidents and alarms, among others. Facilitating the strategic and tactical adaptation of the transport system in the face of changes and development of the city. Including a functionalities to monitor activity on board, to identify possible threats to passengers, drivers and operations staff. Delivering facilities for managing and coordinating emergencies and safety on board. Managing information; i.e., obtaining, processing and providing to different users of the system information resulting from processes of programming, control, monitoring, security and emergency management through the deployment in different media and technological channels. Providing open access to data generated by the system to the different parties involved. Improving integration between transactions of the validation system and the location of the fleet, in order to obtain relevant information for decision-making processes required by the transport system. Adequate planning of the transition from current services, ensuring the operational continuity of the Public Transport System in Santiago in a process that is seamless for the user. 7 MARKET CONSULTATION 7.1 General Inquiries Considering the background information delivered in this document, it is required to know the characteristics of the services and features that the industry currently offers, and what other developments or changes are expected in the future. In particular, and for each of the services, we wish to ascertain: 1. The "state of the art" of these types of services and stories of success in other transport systems, 2. The most commonly used business models for each type service, and which parties are assigned the main responsibilities. 3. Critical success factors and main risks associated with the provision of services at different stages: design, planning, implementation-transition, operation and what measures can be taken to mitigate them. Since there is a transport system "up and running" which cannot be stopped, the transition and implementation stage (coexistence of systems, means of access, the replacement of devices on board and on terminals-warehouses, migration of the charge network, etc.) presents significant challenges. 4. How would you solve the challenges and risks posed by the transition and implementation stage? 5. What similar experiences do you know and what are the learned lessons? Cost optimization is always a desirable goal in any system. This requires the development of continuous improvement processes, identification of inefficiencies, optimization of the use of system resources, efficient management, among other actions. 20

21 6. How can the greatest benefits be produced in terms of cost optimization of the system be obtained in each stage or process? 7. How can these tools contribute in searching for and finding efficiencies? 8. How do you think the development of cloud services, SaaS models (Software as a Service), server virtualization and the availability of "elastic" servers can become an alternative to reduce the costs of services, compared to the traditional methods of proprietary hardware/software (servers, communications, power backup, operating and database systems, etc.)? Current contracts for complementary technological services are valid until February of 2019, and the new services tendered will be provided over a considerable period of time, with a preliminarily estimation of eight to ten years. Consequently, these services must evolve and adapt to any upcoming changes, either related to new needs or technological advances. 9. Based on your experience, what recommendations can you give to mitigate the effects of technological obsolescence in the context of a long-term contract and to ensure a process of continuous improvement of services and system components? 10. How would you propose to address the levels of load and scalability of the central system in order to support the volume and growth of the transport system? 11. What do you think will be the main trends and future developments in relation to these complementary supporting services for the operation of the public transport system? Within the scope of this consultation, 12. What aspects related to telecommunications should be considered in order to enable the aforementioned services? A satisfactory travel experience will contribute to a better perception of the service provided by the public transport system, which will consequently promote its use and help the economic sustainability of the system. However, recognizing that the concept of"travel experience" can be broad and varied How can these services contribute to the fulfillment of this goal? Please describe in detail what considerations should be taken into account in order to turn your suggestion into a reality. 14. What mechanism and strategies would you recommend in order to achieve the expected services levels in terms regularity, frequency and punctuality of the public transport service? Considering the supervisory role of the State. 15. How can these tools support supervisory tasks? 21

22 7.2 About Resources used by the processes involved in the operation of public transport The transport network is a base resource for all the processes and tools of the system, as it contains the geographical information of routes, bus stops and other resources. Thus, it is essential to ensure, in terms of management and maintenance of the transport network, that all supporting tools and processes are provided with consistent, coherent and timely information. Given this situation: 16. What management and accountability model would you suggest in order to maintain and update the information and data of the transport network? 17. What tool would you suggest in order to maintain and update the information and data of the transport network while ensuring the above? 7.3 About supporting service for the programming process Programming tools could be used both by the regulator (Board of Metropolitan Public Transport) and providers of transport services, either on a model of sole responsibility or shared responsibility. 18. Considering the objectives stated in Section 6.1, what model of relationship and accountability between the regulator and the transport service providers would you recommend in order to carry out a successful programming process? 19. What do you think are the best practices for the development of the programming process? Should the programming process be performed on a shared basis between the regulator and the transport service providers, and not necessarily with the same tools: 20. Based on your experience, what risks or difficulties does a model of shared accountability pose? 21. What would you recommend in order to establish the responsibilities among the different parties? 22. What standards and mechanisms would you suggest in order to achieve interoperability among different tools? In order to ensure a consistent, coherent and seamless flow and availability of information that enables the development of a better integrated programming and operation process. 23. What standards and mechanisms would you suggest in order to achieve interoperability among the programming tools and the fleet management tools? 22

23 7.4 About Supporting service for the operation process Regarding the measurement of operational variables In order for the regulator to supervise and coordinate the work of transport service providers, it is necessary to measure operating variables and to meet service levels. 24. What facilities are offered by the "Central System" in order to develop, measure, display and oversee the operational indicators? 25. What features are necessary to compare what was programmed against what was executed? 26. How can the fleet management tool help oversee the maintenance work carried out by transport services providers? 27. How can the fleet management contribute to measure the accomplished levels of regularity, punctuality and frequency? The quality of service perceived by the user can be affected by bus stops. Considering that in the metropolitan public transport system the bus stops at the request of the user: 28. How can the fleet management tool support measuring the bus stop compliance? 29. How can these tools contribute to the measurement of the quality of the transport service? In order to feed a set of processes related to the transport system management, it is essential to have an integrated, reliable and timely measurement regarding the total number of kilometers traveled per bus, assigning different classifications, such as empty kilometers, kilometers in commercial operation, among others. For example, this measurement can generate indicators related to maintenance, service life of buses, detection of inefficiencies, among others. 30. Considering that information related to kilometers is critical and must ensure integrity of the data, what mechanisms would achieve this measurement with the aforementioned depth? 31. What mechanisms would you suggest to have on board in order to enable the measurement and prevent tampering? 32. According to the best practices known to you and considering the presence of new and used buses, what strategies are used to obtain the aforementioned information regarding kilometers? Determining the number of passengers carried is useful to supplement the analysis of the payment information for transport providers, to estimate demand, to measure evasion and to contribute to control tasks. 33. What mechanisms do you know that would help determine or estimate the number of passengers on a bus? 34. How would you suggest the level of reliability of this measurement to be calculated? 23

24 7.4.2 Regarding the interaction between systems Faced with the use of different fleet management tools by providers of transport services, and considering the need for their interaction with the regulator's "Central System" in order to achieve a greater coordination in the operation of transport: 35. What strategies would you recommended that would facilitate this interaction (interoperability)? 36. What are the minimum flows of information necessary to ensure the effective coordination of the transport operation? 37. What mechanisms would allow ensuring the integrity (no tampering) of the information used in each of the processes performed by the different parties involved? 38. What processes models do you known that would enable an effective interoperability and integrity? In order to ensure a consistent, coherent and transparent flow of information that enables the development of a better integrated programming and operation process. 39. What standards and mechanisms would you suggest in order to achieve interoperability among the programming tools and the fleet management tools? Ensuring the interaction between fleet management and fare collections systems would result in synergies that benefit both systems, facilitating and further enriching the analysis process. 40. What benefits do you think would result from this interaction? 41. What recommendations would you considered necessary to achieve the interaction of these systems? 42. How can this interaction support the application of fare rules, considering that they depend on the service and direction of the bus? (Keep in mind the integration rules described in section 5.2 Fare Integration) About coordination of the public transport system and the city The public transport system, a vital service within a city, is permanently exposed to situations that affect mobility. In order to manage these situations, the interaction with other parties involved is essential, such as with vehicular traffic control centers (UOCT), Carabineros, the Fire Brigade, health services, among others, supporting the coordination and better response when faced with this kind of events. 43. What experiences do you known regarding the interaction between public transport management systems and other city systems? 44. What aspects of the supporting system for transport operation should be considered to ensure the interaction with other city systems? 45. What automatic trigger mechanisms could be implemented between public transport management systems and other city systems? 46. What information flows, protocols and standards would you consider relevant to facilitate the coordination of the parties involved in city management during emergencies, environmental and weather events, massive events, operational disruption, among others? 24