Sound Transit ORCA 6/1/17

Transcription

1 Sund Transit ORCA 6/1/17

2 Reginal Fare Crdinatin System Overview

3 ORCA Backgrund

4 ORCA Backgrund The $46 millin ORCA Cntract was signed in April 2003 ORCA rlled ut t the public in April 2009 Our vendr, Vix Technlgy (frmerly ERG Transit Systems) is a glbal business, with 750 emplyees in 10 cuntries. They have 30 years f smart card experience. Wrld wide Vix: has deplyed ver 250,000 devices with 140 millin users prcesses 1.8 billin transactins every year In 2016 Vix was awarded the cntract t implement DART s new autmated fare cllectin system

5 Gvernance The ORCA agencies are bund by an interlcal agreement The gverning bard r Jint Bard is cmprised f the general managers frm each agency Cmmunity Transit Emmett Heath Everett Transit Tm Hingsn King Cunty Metr Victr Obes (Chair) Kitsap Transit Jhn Clausn Pierce Transit Susan Dreier Sund Transit Brian McCartan (Vice Chair) Washingtn State Ferries Amy Scartn

6 Sund Transit Reginal Respnsibilities Fiscal Agent Budget structure and prjectins Cst allcatins Invicing and payment prcesses Fare revenue distributin prcesses Legal structure and representatin Recrds Retentin and Public Disclsure plicies Data and System Security plicies

7 Sund Transit Reginal Respnsibilities ORCA Reginal Prgram Administratin Administrative supprt t Jint Bard Audits Custmer Relatins Plicy Develpment Public Infrmatin Security Plan

8 Sund Transit Reginal Respnsibilities Custmer Service Call Center technical phne supprt Call Center nn-english respnse Cardhlder website respnse

9 Fare Revenue Apprtinment Fare revenue apprtinment was agreed upn during the system design phase Apprtinment is based upn the value f the trip legs ttal trip value highest valued trip leg Apprtinment example: ST fare/ttal trip value x the highest fare

10 System Activity

11 ORCA Activity % change Dllar value f aggregate reginal sales since the start f rllut Average mnthly dllar value f ORCA retail prducts sld during Q Average mnthly revenue apprtined frm Business Accunt Passprt prducts during Q Average reginal mnthly bardings during Q Average number f discrete cards used during Q Number f ORCA n-line accunts established t date Average Custmer Service calls & per mnth during Q $924,767,687 $346,000, % $10,547,510 8,344, % $10,171,187 $7,641, % 10,729,308 9,695, % 493, , % 901, , % 8,624 9, %

12 Reginally there are: 6 Custmer Service Offices Sell cards Lad value Set up Autlad 125 Ticket Vending Machines Sell cards Lad value 123 Retailers Lad value Custmer Service - Sales Outlets Custmer Service Sales Outlets Sell cards

13 Custmer Service Sales Outlets ml Click the $ symbl in the upper right hand crner Zm in t the desired area Click the $ symbl t shw the utlet, address, and what service is available

14 Custmer Service Sales Outlets rcacard.cm Order cards Lad value Set up Autlad rcacard.biz (fr business accunts) Order cards Lad value ORCA Reginal Mail Center Order cards Lad value Set up Autlad ORCA Call Center Order cards Lad value

15 Custmer Service Custmer Assistance Agency Custmer Service Office Hurs f peratins vary by agency Persnal assistance frm the agency yu chse Custmers may purchase prducts r reslve issues during business hurs

16 Custmer Service Custmer Assistance The ORCA Call Center Open Mnday thrugh Friday 8:00 A.M t 5:00 P.M. All 7 agencies participate Callers select the agency by the service they use Custmers may purchase prducts r reslve issues during business hurs hurs t cmplete transactin

17 Custmer Service Custmer Assistance Custmer Service Custmer Assistance Sund Transit Custmer Service respnds t s fr the regin during business hurs Mnday thrugh Friday, 7:00 A.M. t 7:00 P.M. Custmers can purchase prducts r reslve issues Custmer can send s 24 hurs a day 7 days a week hurs t cmplete transactin

18 Next Generatin ORCA

19 Why Is A Change Needed? All ORCA equipment has reached its end f life Current equipment cannt be replaced due t bslete cmpnents The Vix cntract expires at the end f 2021 Integrating Vix next generatin equipment isn t cst effective given the remaining years n the cntract

20 Next Generatin Objectives Leverage What Is Currently Wrking Well Imprve Custmer Experience Create prgrams making it easier fr the unbanked and underbanked t receive the benefits f ORCA Cntinue t meet the needs f ORCA Business Accunts Prvide fr instantaneus availability f laded value Increase ORCA Usage Lwer Operatinal Csts Imprve Operatinal Efficiency

21 ORCA is a clsed lp prprietary card based system The Next Generatin ORCA will be bth an pen and clsed lp accunt based system with pen architecture This will prvide greater flexibility t: What Will Change? Allw custmers t create an accunt fr themselves and family members Allw custmers t use different frms f fare media, including smart phnes Allw fr future use f credit cards t pay directly fr fares Add new partners and services Make changes and update hardware and sftware