Electronic ticketing processes key components for the sales channel of the future

Transcription

1 Electronic ticketing processes key components for the sales channel of the future Deutsche Bahn AG Thorge Loh, Projectmanager Paris, 24. october 2008

2 Orientation of the division passenger transport as a provider of extensive mobility mobility provider Online-Ticket with City-Ticket Integration of public transport Mobility BahnCard 100 Door-to-door-Query Parking at the station Expansion of mobility solutions eticketing Ticketing- and accounting systems Packaging railway company station - station Door - Door Solution for mobility past today future 2

3 Range of solutions available on - an extensive offer of mobility ticketshop print@home online travel agency Travel and mobility portal solution for business traveler national and international timetable service mobile ticketing BahnCard bahn.bonus bahn.comfort 3

4 Resultsof thesuccess Number One Travel Site in germany Over 5,5 mio. visits per month Up to Online-Tickets per day Over 2 mio. timetable queries per day print@home and mobile ticket up to 10 minutes prior departure Development Online-Sales in mio. EUR bahn.de offers optimised information flow on the internet and on mobile devices Real time arrival/departure services for internet and mobile internet Direct input from the train networking staff Online-sales continuously increase sales channel share and revenue Annual revenue increase over 30% in the last years Sales channel Source: *Nielsen Netratings 2006, ** logfile-analysis 12/2006

5 Components for success The key components for a successful online-ticketing simplicity of the booking (no knowledge necessary) no limitation in the produce range due to the sales/fulfilment channel high acceptance of the solution in the train staff due to optimizes processes acceptance secures the revenue through maximum fraud detection maximum flexibility for further products/tariffs maximum security for misuse and fraud high customer loyalty due to simplicity a customer who one used the channel will return 5

6 Overview Online-Ticketing German Rail Main functions (Summary) Customer is known to the distributor Customer buys ticket through internet and pays with credit card or bank debit Ticket is issued, containing a alphanumeric certificate which holds ticket data Ticket is printed out by the customer he starts his journey and boards his train Conductor starts the verification process and instantly checks the validity of the ticket; he verifies the ticket data through sight for errors or changes; to secure the open ticket system, movementdata is stored on the device Movement data is downloaded regularly from the MT2 and uploaded into our backend-system A check between movement data and booking data takes place In case of fraud (multiple use), the customer is charged with the tickets; furthermore, the customer (and his ID-Card) is blocked / he is excluded from further bookings in the backend system 6 Trip planer, Payment contains OnlineTicket with Barcode and Zertificat ID-Card Controll Movement data Booking-System incl. Backend Datenbase, Saving of compared data Ctr.-D Trip1 Zertificat Ktr.-DS Reise2 Date Zertifikat Customer Datum... Kunde... Compare

7 Verification of paper-printed Online-Ticket = Ticket-data Normalpreis ICE Kl:1 Pers:1 mit BC25 v:frankfurt(main) n:lugano ICE von: FFM VIA:(ICE:F*KA*Basel) = 7

8 Components for success Securing the ticket As a open ticketing systems, the requirements to the control are different than the requrements a closed ticketing system has. Based on these requirements, the conductor hardware on DB side was selected. Control via online connection is a step ahead, but there remains the problem of the net availability. The main priority is to lower the process time for the control process. This requirement is essential for acceptance in the train, both on customer and on conductor side. 8

9 Attributes of the Onlineticket-process Features Due to high security standards and the full implementation of the UIC918.3, the Online-Ticketing of the german rail is fully prepared for international ticketing and ticket verification. Additional: established verifying process, which searches and prompts possible fraud, so that further steps against the client who committed fraud can take place Several fallback levels for the verification process Level 1: The national code can be used by decrypting it manually, in case that the barcode is not readable Level 2: Conductor-hotline: Depreciation of tickets via service-centre in case of conductors calling and submitting the unique ticket reference ID = secure verification with depreciation through hotline Level 3: Online-Validation through mobile devices with a connection to the database (test-phase) No daily upload of data, no white-lists of ticket data has to be uploaded to the MT2, almost no memory is necessary for the use 9

10 Summary of Onlineticket Tarif and actual information Through high security standard, the sale of standard-fares without any restriction is possible Regular validity of national tickets like in the other distribution channels (e.g. long distance: 2 days for the single fare,1 month validity for return fares or special validity for train connected tickets and special fares) Full support for refund online without any fees up to one day prior fist day of validity (for Standard fares) Almost the whole product range of national tickets is sold International tariffs are sold (TCV) for railway companies with bilateral agreements OnlineTickets are sold for up to 5 travellers incl. seat reservation (integrated) BahnCard and child reduction fully implemented (reduced fares) OnlineTickets are just valid with a identification card (BahnCard, creditcard or ec-maestro card) and issued personalized with the name of the main customer (not transferable) OnlineTicket booking always takes place timetable-based, no sale of relations without timetable Easy and fast verification through the implementation of 2D barcode technology and the use of the conductor hardware 10

11 Thank you for your patience! Any questions? Don t hesitate to ask.