Silver Winner At The Transport For Wales Rail Accelerator 2020.
Personal real-time passenger information (RTPI) micro-sites for circa 2.1 million customer journeys across the TfW network every year.
A Personal Real-Time Passenger Information (RTPI) System
The Transport for Wales Rail Accelerator ran from January through to June 2020.
We were presented with a number of challenges that Transport for Wales were keen for us to engage with. Crossing both customer experience and commercial spheres, the challenges included how to provide timely information to customers, for capacity, disruption and journey updates, how to reduce stress when booking a journey or travelling, how to help customers feel safe on their train, promote new destinations and from the commercial side, how can Transport for Wales increase sales and loyalty?
We distilled these challenges down into our mission statement.
‘How can we help Transport for Wales customers ‘Travel Better?’
Specifically, how could we elevate the Transport for Wales customer experience to improve customer service, drive demand and build loyalty? And, how could we generate data to improve route and resource planning?
Our innovation, called ‘My Journey’ is a Personal Passenger Information System (PPIS) for every journey booked through Transport for Wales.
When a customer buys a ticket, either online, via the TfW app or by using a ticket machine at the station there is a data link with the PassageWay engine which returns a short URL plus optionally a QR code that is inserted into the ticket receipt.
The URL is active from the point of purchase, initially displaying some limited travel information but when the journey begins the service extends automatically with additional customer service functions and real-time information including onward travel planning, parking information, disruption notifications and a method for contacting the onboard guard. The PPIS has a lifespan of the journey, plus about an hour, after which time it provides a redirect to Transport for Wales web assets.
The My Journey PPIS represents a powerful customer experience sales engine for Transport for Wales.
As part of a phased approach it is intended to initially target the pre-booked leisure segment., Representing circa 60% of annual ticket sales, generating circa 2.1 million My Journey micro-sites.
The PPIS provides a unique experience, giving TfW customers more, deepening the relationship, building loyalty and driving demand.
Lastly, but perhaps most importantly the innovation is open to all, requiring just a web browser to access.
We’re looking forward to working with the team at Transport for Wales to bring the innovation to their customers.