Automated Fare Collection Project

Transcription

1 Automated Fare Collection Project Joshua C. Martiesian Smart Card Program Manager October 13, 2005

2 Profile Massachusetts Bay Transportation Authority 5 th largest transit property 175 communities served 1.1 million passengers per day Bus, rapid transit, streetcars, trackless trolleys, commuter rail, ferry service and paratransit (THE RIDE) 2,400 revenue vehicles, 275 stations Over 6,000 employees $1.2 billion operating budget Slide 2

3 The Vision: Station Management Wide Area Network Automated Fare Collection Secure Station Initiative Systemwide Radio Station Managemen Hub Stations Redundant Telecommunications Network Alarms & Safety Systems Customer Service Agents Account Management Clearinghouse Card Management & Credit/Debit Processing Slide 3

4 Secure Station Initiative Building on: Wide Area Network, Hub Stations and System Wide Radio A combination of systems and equipment that will be installed at MBTA s key stations to enhance the security of our transit network Electronic Key Access Intrusion Detection Systems (IDS) Cameras - CCTV Digital Visual Recorder (DVR) Portal Behavior Video Public Announcement (PA) System Slide 4

5 Hub Stations Total of 6 Hub Stations Monitor stations Via CCTV Alarms & systems Direct Customer Service Agents to Customers Interact with customers via call boxes 3 Hub Stations currently operational: North Station South Station Airport Station Slide 5

6 Automated Fare Collection (AFC) AFC will replace the current fare collection system for: Subway & Green Line Bus & Trackless trolley Silver Line AFC Goals: Enhance customer service and convenience Install proven, state-of-the-art, reliable technology and equipment Ensure fare policy flexibility and fare compliance Improve revenue accountability and productivity Slide 6

7 AFC Equipment 500 Fare Vending Machines (FVM) Cashless Debit/Credit Full-service Cash, Debit/Credit 1700 Fareboxes New & accessible fare gates at every station Other new equipment: Ticket Office Machines, Validators and Retail Sales Terminals Photo ID Systems Central Computer System Encoding Equipment Revenue Transfer Systems Slide 7

8 Fare Media Technology Considered a range of alternate fare media Smart card only Magnetic stripe only Dual Smart card and magnetic stripe Considerations Enhanced customer service capabilities Compatibility with our current magnetic passes, ease of transition Fare flexibility and equity Reliability and maintainability Potential for application partnerships Cost Slide 8

9 New Fare Media: Dual System A dual system Takes advantage of the strengths of both technologies Meets the goals of the AFC project Provides enhanced level of convenience Magnetic tickets: CharlieTicket Smart cards: CharlieCard Provides the MBTA the greatest flexibility to lead the region in developing a multi-agency program, with potential transit and non-transit partners. Slide 9

10 Smart Card Technology Open architecture Goal: Interoperability with regional and national agencies, consortiums Contactless Mifare 1K smart cards ISO/IEC standard Utilize 50% of card Room for future growth Slide 10

11 Smart Card Programs Programs designed to offer products and services with enhanced functionality to our customers Loss protection Recurring autoload & autocharge Electronic payment Managed account services Reduced fare program Corporate pass program Customer support activities regarding the purchase, registration and use of new electronic fare media Online sales and account management Account Management Clearinghouse Slide 11

12 Smart Card Roll-out Test CharlieCard on Silver Line Pilot Reduced-fare patrons Replace IDs for 125,000 Seniors and 30,000 Persons with Disabilities New Blind Access Cards Dual use during transition: Flash and Stored Value Employees & Retirees Corporate Pass Program General Public Slide 12

13 Long-term Strategy CharlieTicket? Ease of transition Easy access for all riders Accepts current monthly passes CharlieCard? Faster boarding Significant market penetration Enhanced products and services Partnership opportunities Slide 13

14 Smart Cards Strategic Vision Initial focus on core business Gradually expand to other related transit applications Eventually extend beyond transit Allow for future interoperability among business partners Standards should allow MBTA to accept other transit fare cards & non-transit specific forms of payment Acceptor not just Issuer Rigorous privacy policy Slide 14

15 Key Milestones Hubs Opened at North and South Stations December 2004 Bus Farebox Pilot Winter Airport Hub Station Opens Spring 2005 Blue Line Installation Begins Spring 2005 Other Subway Lines & Hubs Installation Begins Winter Bus & Light Rail Farebox Installation Begins Spring 2006 Targeted Project Completion Late 2006 Slide 15

16 Implementation Goal Minimize customer inconvenience Compressed timeframe (18 months) Isolate Blue Line Confine new equipment to 1 line Contained learning environment Combine remaining subway lines and bus garages into one contract Economies of scale Simultaneous work Initiate Subway prior to Bus Customer usage Awareness of new fare media Install subway outermost stations and work inwards Integrate into other construction projects Slide 16

17 Challenges Wide Area Network (WAN) installation to provide AFC communications network Proof of Payment Light Rail Street-level, outdoor stations Limited space and access Smartcards for commuter rail Separate contracts for: Construction/Installation Equipment contracts Construction/Installation challenges Old infrastructure Missing documentation Limited station space Slide 17

18 Farebox Pilot Program Goals: Test and improve design Prepare for full roll out Develop and refine new Revenue and Bus Operations policies and procedures Implementation Started on January 2005 All 17 buses of a Bus Rapid Transit line Silver Line 1 garage computer system and attached Vaulting Station 300 pilot participants provided with test smart cards Over 100 personnel trained AFC vendor in charge of maintaining the equipment Issue change tickets for any amount above fare due Slide 18

19 Farebox Pilot Program - Lessons Learned Avoid too much functionality Customer behavior changes: Dipping instead of swiping Remove pass from key chains Issuance of change and transfer tickets from the farebox Unfolded bills Feeding of coins Learning curve impacts operations Positive feedback from test CharlieCard participants Resulting modifications/changes: Redesigned the bill and coin acceptors Made receiver vault more robust Faster processing Reduce boarding times Issuance of change tickets for > 10 More aggressive marketing campaign Slide 19

20 Blue Line Experience Implementation Blue Line Started on May 17, 2005 Airport and Aquarium Stations Delays in Equipment Delivery Customer Acclimation In-station presence Additional time and funding Tracking of Incidents and Errors Input on Incidents provided by CSAs and S&B Technicians Weekly Failure Review Board meetings Software/Hardware fixes Acclimation to business process changes Slide 20

21 Lessons Learned Don t let technology dictate system design Consider system implications AFC touches every facet of your organization Involve key stakeholders from the outset Establish project team in advance Clarify operating impacts in advance of the procurement Be prepared to take some risks Ensure support from top management Need a champion for the program Explore opportunities for regional coordination Slide 21

22 Recognize that infrastructure changes and roll-out take time and constant attention. - New York City Transit, 2004 Slide 22