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Congratulations to Tramlink Nottingham and Northern Rail, who have both been shortlisted in the global Transport Ticketing & Passenger Information Annual Awards 2015.  

 

Tramlink Nottingham have been nominated in the categories for the Best Customer Serving Operator and Best Smart Card Service and Northern Rail have been nominated in the categories for the Best Customer Serving Operator and Ticketing Technology of the Year.  

 

We are pleased to support Tramlink Nottingham and Northern Rail and wish them both well with the voting. Below are their submissions for each category.  Nominees are from projects around the world and the winners will partly be determined by public vote.   

 

BEST CUSTOMER SERVING OPERATOR

Tramlink Nottingham

The off tram ticketing solution allows us to target services and

offers to the particular needs of our customers. This change

allowed us to introduce the MANGO smartcard which enables

us the opportunity to offer discount fares across the city. The

project was significant in scale both in a physical and

operational sense and relied on a major partnership exercise to

ensure it was implemented efficiently and effectively.

The physical infrastructure was progressively introduced across

tram stops and was coupled with an exhaustive trialling and

testing programme to ensure the equipment and software were

fit for purpose. This was a complex project and had to bear in

mind that this was a major change for the network’s customers

too. For ten years, they had been used to a system of boarding

the tram first and then paying their fares.

Consequently, the team effort also embraced a major

marketing and communications exercise which went beyond

the provision of extensive advertising and promotional

collateral. It also included a clear face to face communications

exercise with teams of ambassadors on tram stops and trams in

the weeks and months prior to the effective launch.

The tangible impact of our vision is evident in the emerging

customer benefits including:

- Maximise customer accessibility

- Maximise customer ticket choice

- Improve intermodal options through partnership –

- Efficiency savings to allow re-investment in staff

training and network expansion

- Improved response to customer needs and demands

- Improved sustainability

- A seamless transition to the extended network

currently under construction

 

Northern Rail

Many of our stations are unstaffed and in 2013 we partnered

with the ticketing specialist Parkeon Transit to supply 96 selfservice

ticket vending machines around our network. Our vast

and varied network presents a variety of challenges and we

have recognised that keeping customers updated with the

latest information is vitally important to them. We are always

looking at ways of making the machines even more customer

friendly and in May of this year, Northern and Parkeon Transit

worked in partnership to introduce a unique facility and an

industry first by adding live train running information to the

ticket machine screens. Adding this information to the TVMs,

particularly at our unstaffed stations which do not have

Customer Information Screens, allowed us to keep our

customers updated on the latest train running information –

something that was not available to them before. The screen

shows a colour indicator to alert customers of any delays or

cancellations in general and also by individual train service. It

displays up to the next five trains from that station and includes

platform information and whether the train is running on time.

During disruption, the initiative allows our customers to make

an informed decision about buying their ticket and their choices

for onward travel, crucial when there is not a member of staff

to talk to. The data is fed from the industry Nexus Alpha system

and has proved extremely reliable. At all times, the customer

has the option to buy or collect tickets, or return to the train

running information, thus making the system dual-purpose,

flexible and easy to use. Adding train running information to the

Parkeon machines is a cost effective, simple and fast solution,

and a first for the rail industry. From placement of order to rollout

Parkeon completed the project, on budget and in less than

four months.

 

BEST SMARTCARD SERVICE

Tramlink Nottingham

Nottingham Express Transit (NET) feel that the move from on

tram conductors to a buy before you board approach to

revenue collection is one that will change the way that the

people of Nottingham both use and interact with the NET. We

feel that the new ticketing system can be seen as the heart of

the system. How it works allows customers to interact with a

vast range of deals and promotions that offers the best value

for our customers. With the impact it will have and the money

it will save there will always be a return, which in turn will add

to the continuous growth of the network.NET’s vision is to

maximise the opportunities arising from the introduction of a

new flexible and fully integrated ticketing system to deliver

continuous improvements to our existing and potential

customers. Our vision reflects our desire to create innovative

ways to support and contribute to the cultural, social and

economic development within the dynamic city of Nottingham.

The tangible impact of our vision is evident in the emerging

customer benefits including: - Maximise customer accessibility -

Maximise customer choice - Improve intermodal options

through partnership - Improve pro-active safety and

surveillance systems - Efficiency savings to allow re-investment

in staff training and network expansion - Improved response to

customer needs and demands - Improved knowledge and ability

to support intra-city community and business development -

Improved sustainability - A seamless transition to the extended

network currently being constructed

 

TICKETING TECHNOLOGY OF THE YEAR

Northern Rail

Many of our stations are unstaffed and in 2013 we partnered

with the ticketing specialist Parkeon Transit to supply 96 selfservice

ticket vending machines around our network. Our vast

and varied network presents a variety of challenges and we

have recognised that keeping customers updated with the

latest information is vitally important to them. We are always

looking at ways of making the machines even more customer

friendly and in May of this year, Northern and Parkeon Transit

worked in partnership to introduce a unique facility and an

industry first by adding live train running information to the

ticket machine screens. Adding this information to the TVMs,

particularly at our unstaffed stations which do not have

Customer Information Screens, allowed us to keep our

customers updated on the latest train running information –

something that was not available to them before. The screen

shows a colour indicator to alert customers of any delays or

cancellations in general and also by individual train service. It

displays up to the next five trains from that station and includes

platform information and whether the train is running on time.

During disruption, the initiative allows our customers to make

an informed decision about buying their ticket and their choices

for onward travel, crucial when there is not a member of staff

to talk to. At all times, the customer has the option to buy or

collect tickets, or return to the train running information, thus

making the system dual-purpose, flexible and easy to use.

Adding train running information to the Parkeon machines is a

cost effective, simple and fast solution, and a first for the rail

industry. From placement of order to roll-out Parkeon

completed the project, on budget and in less than four months.

 

Submissions taken from http://www.transport-ticketing.com/files/award_shortlist_with_submissions.pdf

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