powerpoint presentation - secure technology alliance · 2005/10/11 · title powerpoint...

Massachusetts Bay Transportation Authority

Automated Fare Collection ProjectJoshua C. Martiesian

Smart Card Program ManagerOctober 13, 2005


Slide 2

Profile5th 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 3


The Vision: Station Management

Wide Area Network

Systemwide Radio

Station Managemen

Automated Fare Collection

Secure Station Initiative

Hub StationsRedundant Telecommunications NetworkAlarms & Safety Systems

Customer Service AgentsAccount Management ClearinghouseCard Management & Credit/Debit Processing


Slide 4

Secure Station InitiativeBuilding 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 - CCTVDigital Visual Recorder (DVR)Portal Behavior VideoPublic Announcement (PA) System


Slide 5

Hub StationsTotal 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 6

AFC will replace the current fare collection system for:

Subway & Green LineBus & Trackless trolleySilver Line

AFC Goals: Enhance customer service and convenienceInstall proven, state-of-the-art, reliable technology and equipmentEnsure fare policy flexibility and fare complianceImprove revenue accountability and productivity

Automated Fare Collection (AFC)


Slide 7

AFC – Equipment500 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 8

Fare Media TechnologyConsidered 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 9

New Fare Media: Dual SystemA 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 10

Smart Card TechnologyOpen architecture

Goal: Interoperability with regional and national agencies, consortiums

Contactless

Mifare® 1K smart cards

ISO/IEC 14443 standard

Utilize 50% of card

Room for future growth


Slide 11

Smart Card ProgramsPrograms 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 12

Smart Card Roll-outTest 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 13

Long-term StrategyCharlieTicket ?

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 14

Smart Cards – Strategic VisionInitial 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 15


Key Milestones

Hubs Opened at North and South Stations December 2004

Bus Farebox Pilot Winter 2004-05

Airport Hub Station Opens Spring 2005

Blue Line Installation Begins Spring 2005

Other Subway Lines & Hubs Installation Begins Winter 2005-06

Bus & Light Rail Farebox Installation Begins Spring 2006

Targeted Project Completion Late 2006


Slide 16

Implementation GoalMinimize customer inconvenience

Compressed timeframe (18 months)

Isolate Blue LineConfine new equipment to 1 lineContained learning environment

Combine remaining subway lines and bus garages into one contract

Economies of scaleSimultaneous work

Initiate Subway prior to BusCustomer usageAwareness of new fare media

Install subway equipment @ outermost stations and work inwardsIntegrate into other construction projects


Slide 17

ChallengesWide Area Network (WAN) installation to provide AFC communications network

Proof of PaymentLight Rail

Street-level, outdoor stations

Limited space and access

Smartcards for commuter rail

Separate contracts for: Construction/Installation

Equipment contracts

Construction/Installation challengesOld infrastructure

Missing documentation

Limited station space


Slide 18

Farebox Pilot ProgramGoals:

Test and improve designPrepare for full roll outDevelop and refine new Revenue and Bus Operations policies and procedures

ImplementationStarted on January 2005All 17 buses of a Bus Rapid Transit line – Silver Line1 garage computer system and attached Vaulting Station300 pilot participants provided with test smart cardsOver 100 personnel trainedAFC vendor in charge of maintaining the equipmentIssue change tickets for any amount above fare due


Slide 19

Farebox Pilot Program - Lessons LearnedAvoid too much functionalityCustomer behavior changes:

Dipping instead of swipingRemove pass from key chainsIssuance of change and transfer tickets from the fareboxUnfolded billsFeeding of coins

Learning curve impacts operationsPositive feedback from test CharlieCard participantsResulting modifications/changes:

Redesigned the bill and coin acceptorsMade receiver vault more robustFaster processing

• Reduce boarding timesIssuance of change tickets for > 10 ¢More aggressive marketing campaign


Slide 20

Blue Line ExperienceImplementation – 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 ErrorsInput on Incidents provided by CSAs and S&B Technicians

Weekly Failure Review Board meetings

Software/Hardware fixes

Acclimation to business process changes


Slide 21

Lessons LearnedDon’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 22

“Recognize that infrastructure changes and roll-out take time and constant attention.”

- New York City Transit, 2004

powerpoint presentation - secure technology alliance · 2005/10/11 · title powerpoint...

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