Public transport & frictionless ticketing: Technology opportunities

Our Frictionless ticketing for public transport accessibility project, undertaken with Transport for NSW and La Trobe University’s Centre for Technology Infusion, has been completed and its the final report for the project available for download below.

This project explored new and emerging technologies that can be applied to Opal Connect and other platforms in NSW whilst offering a true multi-modal frictionless ticketing experience for transport customers with disabilities.

The principal driving though behind this project was:

Public Transport should be accessible to everyone, but the reality is that many barriers still exist. This project seeks to address one such barrier. Many customers with disability face barriers while accessing and using Transport’s ticketing system when travelling on the network. Transport, with its vision for future transport development, would like to make the experience ‘frictionless’.

Methodology

The researchers used a mixed method approach to this research, involving:

1. Assessment of the significance of frictionless ticketing
2. Review of the current state of frictionless ticketing technologies: a global literature and industry scan
3. Development of a technology evaluation framework through stakeholder engagement
4. Prioritisaton of technology options by means of a gap analysis
5. Identification of legal and regulatory barriers
6. Development of a test/trial plan for the selected technologies

Information was gathered through a series of focus groups were run, with both people with disabilities, and with 11 peak body organisations.

Some of the comments gathered in the focus group sessions include:

My preferred option would be the phone option. We’re so used to carrying our phones with us all the time for QR codes and all those sorts of things, it’s always by my side and it would be the simplest.

I have schizophrenia, which affects my memory as well. So, for me, the smartphone, I thought that was a good idea because I use it every day and that’s convenient.

I think my first preference would also be the token, just simply because it’s specific and separate to transport and everything else seems to be getting lumped on to our phones. I’m glad you clarified about saying you don’t need to wave it or anything because when I’m having coordination issues, that would certainly be an issue to be trying to undo a phone and all of that sort of stuff, but I think just to be able to have a token that’s a case of yes, this is just for public transport and nothing else.

A tag for a guide dog harness would be preferable. Guide dogs are able to travel everywhere their owner goes.

My preference would be an industrial strength token that I could just put on a chain around my neck. And it just wouldn’t come off, except maybe in you know the public pool or something with the chlorine would destroy it.

Additionally multiple online workshops were held with transport operators and customer service providers.

Finally, the research team reviewed implementations of frictionless ticketing in other countries, regulatory material from transport operator websites from around the world, and a literature review of academic publications.

Report findings

The key takeaway of the research is that frictionless ticketing provides a key service improvement opportunity by enabling a more customised journey experience, particularly for people with a disability.

In regards to technologies used to implement frictionless ticketing, the following attributes are a must:

• Delivery of reliable and accurate positioning system both indoors and outdoors to ensure the ticketing experience is truly frictionless.
• Capability to process large numbers of passenger simultaneously.

The following technologies are earmarked as of prime consideration: 5G, Ultra Wide Band, Bluetooth, Biometrics, Wayfinding. The report provides a summary overview of each of these technologies, and the pros and cons of each. Additionally for each technology the report provides a technical deep dive in the appendices, as well as high-level gap analysis against the technical use case criteria based on literature research, industry scans, and expert analysis.

Consultations with both people with a disability and mode operators identify that while frictionless ticketing is desirable there is no ‘one size fits all’ solution that will support all circumstances.

Another important aspect born of the consultation process is that it is vital to ensure that a human element is easily accessed, in situations such as timetable and platform changes, emergencies, or indeed any need for assistance.

Next steps

The report detailed five areas of suggested programs of work as next steps:

1. Reliable minimum viable product and business integration
2. Added value
3. Frictionless ticketing and fare evasion
4. Preparation of data analysis capabilities
5. Third-party integration

All suggestions here focus not only on the solution development, but also on the adjacent risks and opportunities.

Point 1 in this list, Reliable minimum viable product and business integration, was identified as a priority, and will require proof of concept, quantitative testing, and deployment testing.

Suggestions were also made for any technical trials of technology, including how to introduce any frictionless ticketing solutions. It is acknowledged that such trials are complex and costly, and the research team strongly recommends a staged approach to any such live trials.

Over and above all the technology opportunities and concerns, it’s also imperative to recognise that the current regulatory environment in this area is outdated. Options to options remedy this were discussed in the workshops with transport operators’ policy and legal teams.

Download the final report

Learn more about the project methodology, findings, and next steps in the main final report, Frictionless ticketing for Public Transport.

Click the button below to download your copy.

DOWNLOAD FINAL REPORT

Additional reports generated by this project, including technical review, consultation engagement, regulatory review, and more are available at the Transport for NSW page, Frictionless Ticketing for Public Transport.