Full Service Model Initiative 1. Full Service Model Update. TAP Steering Committee. Advisors. 5 July Brussels

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1 FSM Full Service Model Initiative Full Service Model Update TAP Steering Committee Advisors - Brussels Full Service Model Initiative 1

2 The vision and mission of FSM target quality, accessibility and competitiveness of rail distribution services Vision: Improve the attractiveness of Rail for European citizens Mission: Facilitate the end-to-end planning, offering and booking of rail journeys. Improve rail customers travelling experience easier access to rail offers Facilitating comparisons Enhancement of customer service quality Simplify rail distribution Technical interoperability Reducing complexity and cost Modernising and boosting Create growth opportunities through rail in EU New business opportunities for rail and its suppliers Emergence of new players, channels and innovative apps and services Full Service Model Initiative July April

3 FSM builds on strong principles which meet customer needs as well as EU expectations Collaborative 17 Partners Customer-focused One-Stop-Shops: access to best value for money offering Interoperable Web connectivity of existing distribution processes Exhaustive Complete distribution value chain and ultimately multi-modal Business-neutral Agnostic to diversity of business models across Europe Open Plug-and-play IT-standards Full Service Model Initiative 3

4 FSM is about specifying an online interface between rail distribution players to improve customer access to rail tickets Users (Travellers) Retailers (bahn.de, Thetrainline.com, voyages-sncf.com, Desks in station or in travel agencies, etc.) Passenger Customer Retailer Legend: FSM roles FSM standards PO Product owner Relationships (examples) Distributors (Amadeus, BeNe, DB Vertrieb, Sabre, SilverRail, Travelport, Voyages-sncf.com, etc.) Commercial Distributor Technical Distributor Travel Service Provider PO Combination logic and journey planning Providers (ATOC, DB, NS, PKP, Renfe, SJ, SNCB, SNCF, Trenitalia, etc.) Transport Service Provider Transport Service Provider Transport Service Provider PO FSM FSM PO PO Operating/ Contractual Carrier Operating/ Contractual Carrier Operating/Contractual Carrier Full Service Model Initiative 4

5 Deliverables will be broadly available Specifications Business and functional requirements UML-Diagrams XSDs Full Service Model Initiative 5

6 FSM is progressing according to schedule 2015 Apr May Jun Jul Aug Sep Oct Nov Dec Business Requirements Offering and Booking 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Internal checks of deliverables by FSM partners Oct Nov Dec Design Interface Offering and Booking Business Requirements Payment, Fulfilment, After Sales, Revenue Protection, Accounting, Settlement TODAY Final validation of deliverables Detailed functional requirements Payment, Fulfilment, After Sales, Revenue Protection, Accounting, Settlement Documentation work (Specifications, User guide) Design Phase Payment, Fulfilment, After Sales, Revenue Protection, Accounting, Settlement Optimisation / Consolidation Full Service Model Initiative 6

7 A CLOSER LOOK What have we delivered so far? Where are we now? Full Service Model Initiative 7

8 The structure of the key concepts and documents has been validated by the FSM partners as a good basis to continue with the next steps Distributor Manage Itineraries FSM Offering and Booking operations Rail Service Provider Structure of messages confirmed as good by the FSM-partners Manage offer requests Offer Request Offer Response Create Carrier offers Following the first validation phase, some fine-tuning is needed - Over 90% of the fine-tuning can be dealt with until end of the year. Build Total offers Manage pre-booking requests Manage booking requests Pre-booking Request Pre-booking Response Revoke Booking Request Booking Response Pre-book offers Revoke Pre-booking Book offers Next design phase (May September 2016) consists in either completing the existing messages or designing additional operations for Payment, Fulfilment, After- Sales, Accounting and Settlement. These are currently being specified. Part 2 Scope Cancellation Cancellation Booking Full Service Model Initiative 8

9 This baseline follows a set of commonly agreed golden rules The Distributor receives Carrier Offers from RSPs based on a pre-computed itineraries A Carrier Offer is the smallest bookable and immutable unit Itineraries Passengers Preferences? Carrier Offers!! Carrier Offers Passengers Segments Carrier Offer Global Fare Product 1 Product 2 Selected Not Selected Distributor RSP1 RSP2 Passengers Segments Carrier Offer Global Fare Product 1 Selected Product 2 No booking operation shall change a Carrier Offer regarding commercial and legal content (fare, service and conditions) Carrier Offers from an RSP can be bound together (unidirectional or bidirectional binding) The Booking is done with 2 operations: Pre-Booking and Confirm-Booking. Nothing can be changed between these 2 operations Carrier Offer 1 Carrier Offer 2 Carrier Offer 3 Selected Carrier Offers?!! Prebooked Prebooked Confirm? OK!! OK Carrier Offer 4 E.g. offers for ancillary services or offers with family fares Distributor RSP1 RSP2 Distributor RSP1 RSP2 Full Service Model Initiative 9

10 Interactions between Distributor/Retailer and Customers are out of scope For Example: The Distributor asks its Journey planner for computing the itineraries Itineraries!? Travel needs The Distributor builds Total Offers by combining Carrier Offers Total Offer 1 = CO 1.1 (RSP1) + CO 1.2 (RSP1) Total Offer 2 = CO 1.1 (RSP1) + CO 2.1 (RSP2)! In case of deferred payment, the payment is managed by the Commercial Distributor?! Journey planner Distributor Retailer Customer Interactions out of scope of FSM Distributor Retailer Customer Interactions out of scope of FSM Distributor Retailer Customer Interactions out of scope of FSM Full Service Model Initiative 10

11 In defining a business-neutral process, common concepts have been developed to support the widest possible set and combination of services CarrierOffer and CarrierServiceItem : A CarrierOffer, received during the Offering phase, is the smallest bookable and immutable unit A CarrierOffer shall contain a global price for the complete CarrierOffer, with an optional breakdown of this price (gross price, VAT, per product, per passenger, per segment, etc.) No booking operation shall change a CarrierOffer regarding commercial and legal content (fare, service and conditions). A CarrierServiceItem, received during the Booking phase, represents the Commercial Contract and is the smallest element that is involved in an After-Sales 1 CarrierOffer may become several CarrierServiceItems Example: a single CarrierOffer for 2 passengers with a different product bound to each passenger can be split into 2 CarrierServiceItems (one for each product/passenger), in particular if individual ticketing has been requested by the customer. Full Service Model Initiative 11

12 E.g.: Ancillary services Itinerary Passengers List of Carrier Offers Segments Carrier Offer Products Binding Vehicle C.Offer ID There are many type of Ancillary Services that are managed differently, nevertheless we succeed in developing specifications to be able to have all of them on board Mandatory Ancillary Services CAN BE included in the Carrier Offer with the Transportation Product E.g. seat reservation mandatorily included with a SNCF transport offer 0..n Fare T&C List of Ancillary Services Mandatory Ancillary Services Mandatory Ancillary Services CAN BE defined in a standalone Carrier Offer E.g. meal at place mandatorily bound to a DB business transport offer 0..n Fare T&C Optional Ancillary Services MUST BE defined in a standalone Carrier Offer E.g. optional seat reservation proposed with a RENFE transport offer 0..n Carrier Offer Ancillary Service Fare C.Offer ID The Carrier Offer for the Transportation Product CAN contain binding conditions with Carrier Offers for Ancillary Services T&C Opt. / Mandatory The Carrier Offer for an Ancillary Service CAN contain terms and conditions telling if the Carrier Offer can be booked alone or mandatorily with a Carrier Offer for a Transportation Product. Full Service Model Initiative 12

13 A CLOSER LOOK What have we delivered so far? Where are we now? Full Service Model Initiative 13

14 Since January, the Design Team has been working on completing functional requirements to finish the specifications 1. Detailing additional Requirements with Use Cases? Refund operations 3. Additional Operations (work in progress) Retrieve Booking operations Exchange operations Immediate Payment operations Fulfilment operations ( ) 4. Needed Information per Operation (work in progress) Segment Booking ID Carrier Offer ID Refund method Passenger ID 2. Detailing additional Flows Fulfilment method ( ) Full Service Model Initiative 14

15 14 new operations are being designed to complete the definition of FSM interfaces, largely re-using Offering and Booking messages ImmediatePayment Request / Response to send payment information (PCIDSS information, token, card type, bank account, etc.) to the RSP in case of immediate payment before confirming the booking or the exchange Fulfilment Notification To notify the Distributor (respectively the RSP) that the RSP (respectively the Distributor) has performed the fulfilment and has sent it to the passenger(s) Fulfilment Request To request the RSP to perform the fulfilment RetrieveBooking Request / Response To retrieve up-to-date booking information Update Information To update information on a confirmed booking (only without impacting fare data) RefundQuotation Request / Response To request an unengaging quote for a refund PreRefund Request / Response To request a refund InitiateRefund Request / Response To allow a Distributor, which is not authorised to finalise the refund, to start a refund process ConfirmRefund Request / Response To commit the refund RevokeRefund To cancel an ongoing non-confirmed refund ExchangeOffer Request / Response To request offers for an exchange ExchangePreBooking Request / Response To request an exchange ExchangeConfirmBooking Request / Response To commit the exchange RevokeExchange To cancel an ongoing non-confirmed exchange Full Service Model Initiative 15

16 For completing the FSM environment, synergies with TAP TSI for Timetable and Reference Data will be optimised Timetable Data Reference Data Requirements TAP TSI Processes Match? How to Re-use? Journey Planner FSM Full Service Model Initiative or gap? Next steps?... Full Service Model Initiative 16