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so hello everyone welcome to the webinar go contactless keep your drivers and passengers safe my name is Uhtred reburning and I'm the head of mobility at le T transit a global transit technology provider we are really thrilled to have you onboard please place comfortably and grab yourself a big cup of coffee or tea and let's get started let us embark on the journey of contactless ticketing and our first stop is Li T transit li t transit is a global technology solutions provider to public transport authorities and operators little advantage is that it on one hand provides world-class technology to the cities with the best city transport in the world such as Singapore and Hong Kong and on the other hand sorry on the other hand support also operations in countries with less organized traffic patterns such as Nigeria Mexico and India leads mission is to help you reimagine your public transport with this intention in mind we also organized this webinar to give you answers that you might be seeking for so how agencies are adapting to commit 19 around the world why transit agencies should speed up their digital ticketing implementation plans how will you improve the rider experience while boosting your bottom line while contactless payments will read you for future mobility and multimodal travel what can you do to implement and benefit from contactless payment more rapidly today we will stop in the world's fastest growing economy India then rapidly adapt UK and always innovative Dubai where we will visit three senior industry experts who will share their experience and use on contactless ticketing the first one is Malaya Varma co-founder of previous partners India a boutique management consultancy in India as senior executive Malaya had led more than 20 national and international assignments across sectors like Digital Strategy mobility infrastructure and smart cities and has worked in advising clients in more than 30 countries the second guest is Mike burden director of burden consulting Ltd a consultancy specialised in automatic fare collection and wrote user charging markets Mike has worked on projects in Europe Asia and America and has advised clients on the range of subjects including developing technology strategy for intelligent transport systems developing technology solutions for electronic toll collection and automate automatic fare collection system also evaluated several multimillion-pound contracts for government organizations our third speaker is I proudly present you Melvin Andrews Joseph strategic solutions director merchant sales and acquiring at Visa Visa has helped launch over 60 contactless transit projects in 2019 and is currently working on over 180 projects globally we will hear more about it later Melvin has over 13 years of experience in the payment space across central Central Europe Middle East and Africa so you might be asking why contactless and why now a recent study showed that current coronavirus can persist for up to three days on surfaces like metal glass or plastic so whether it means for our transit systems if we take a closer look at the passenger journey many transit systems still require a ticket purchase from either a fare box ticketing vending machine or any kind of other point-of-sale in many cases a passenger also needs to use an ATM to withdraw money or post terminal to type in the theme now imagine that those surfaces are touched by all users of your public transit that is hundreds of transactions and hundreds of opportunities to spread coronavirus also money is the disease transmitter and as much as some countries try to take the money laundering to the next level most of the countries just leave the cash to circulate and that is what actually scares people there was a 50% drop in cash use in the UK alone if we check the graphs on the right side the upper one showing us Google search interest to time for cash and corolla related search queries we can see a tremendous increase in march and beginning of April on the other hand the lower graphic shows the increase of search queries for contactless payments that keeps rising and gaining people's trust already in survey from June 2019 you can finance reports that 45% of passengers could feel more positively towards public transport if contactless was introduced so I got some of you don't bother too much with Khurana it will go away anyway and on the other hand I want to present you actually the solution to that will make actually that will make that is solution to the problem that I mentioned and this is lift ticket litigate is a flexible yet robust platform for contactless ticketing it supports various fare media and channel such as mobile ticketing see EMV and also smart cards it not only keeps your drivers and passengers safe but it also enables you as a transit agency to keep track of your revenues merchants and devices that are part of your ticketing network so I bet many of you don't bother too much with Corona it will go away anyway sooner or later so why shall you be changing your current ticketing system for the contactless so contactless ticketing enables your passenger 50% faster boarding times compared to putting the exact change to the fare box it will reduce your costs of health care handling so digital fares are three point five less costly than physical fares you will be able to reduce cost of ticket management and infrastructure by limiting or cancelling certain points of sales and a very important factor you would make your public transit a compelling experience for your passengers speed and easy attract passengers to use contactless so and with a survey of 100 cities actually showed that 61% of citizens are at least interested if not very interested to use contactless services in public transit with contactless also new crew with contactless also new incentive shims can be added to your public transit for example the Mayor of London introduced hopes fair one hour of seamless travel around the city for 1.5 pounds it started in 2016 with 80,000 hops per day and it now reached already 450,000 hops per day so a great increase in relatively short time and then contactless brings also new segments of customers to you such as young people that are actually already very into instant experience and digital experience and on the other hand also tourists who are mostly unfamiliar with foreign taping system least but not last contactless will also bring you more revenues and consequently profits to the table so businesses started accepting digital payments usually see an average revenue increase of 70 percent and now let me introduce you the agenda for today all our journey guides will first give us a short introduction on their contact list ticketing initiatives and best practices and then we will dip dye into a family discussion in the end there will be some time for your questions so now I would ask Malaya actually to give us a presentation about the ticketing system yeah thank you so much looking at the pictures I just I wonder whether it's Ovid that has each duelist in the last two weeks so much but nice to look at that picture that looks 20 years under but coming to mr. quick in England I just initiate Shelby be I'm just trying to share the screen I hope it works it should I hope we can say but just very quickly if I wants to just lay out the angles of how contactus mobility is is happening in India I mean in India one thing that we do need to recognize is anything that is multiplied by 1.3 billion people is always going to be large and that's true for how everything looks in India we have a very large bus service transportation services interesting thing is that about only the public sector bus companies in India is very very small compared to the larger number of buses that we have it's actually less than 10% but you still have about 150,000 buses let's do about 25 billion people ridership every year so when also you talk about a corona living in times of Corona and gives you the perspective of how important contact list becomes we also have a significant growth in the Metro projects and which which have traditionally a lead as far as fantastic thing is concerned while we do expect some amount of challenges to these numbers in the initial time or over the next three months as we reopen in India the reality is the socio-economic circumstances of India means this is this may be transportation requirements is gonna continue it's I mean social distancing if I can say for most Indians is a is is a it is a flexibility that doesn't exist because of how we live - cities that we have how we travel so really this is becomes important in the context of transportation in India everything coexist at the same time so you if I just look at the entire picture of just the Mumbai metropolitan region you would have say box collections happening at the same time as here into open loop systems as well if you have just with the Mumbai metropolitan region you know but six to seven operators and transport systems it is urban local bodies or city administration but multiple metro lines so all of them have been using different systems but the reality is all exist at the same time we have seen a significant push in the last few years to reach as what we calling the level five and the reason lies clearly in in in what it offers but also around how some of the development is taking place and this is just an example of how progress is happening as I mentioned there are large number of Medford programs and Metro projects that is happening in in many functional projects and we see that open loop systems are becoming more and more prevalent those are the programs that are being driven and a secure movement who would open loop system at the same time we do have many many implementations which are closed loop and as I said there were zero to level-5 exists at the same time but clear progression across India to contactless mobility and one of the reasons or initiative that was also taken almost a year back which is what we call the National common mobility R which was an attempt to create a single platform interoperable platform that can help integrate being as well as payment system and we did have a pilot project in India I think in big of Kuwait 19 this initiative is going to push it's also something that the government had come up last year with a certain set of guidelines in a direction but I think you will see much more innovate initiative coming in business because today again giving the example of Mumbai we've got so many entities and sit out in national common mobility card he just becomes rain this could or at least a regional car it just becomes great does it drive anything and a payment system and that's one of the reasons we see a huge potential in India for contactless travel just by making a very simple point and this is linked to nineteen I think you have seen many examples in India Bhutan in fact is still in the process of coming out of town in Bengaluru down south Silicon Valley or in India there are people who are moving in saying that we don't want to use daily contact and therefore looking at daily weekly and monthly passes as opposed to buying daily tickets I think there is number of young startups in India coming innovative solution especially on vision mobility mobile platform and and BC exploring move towards mobility and finally there are specific initiatives that have been announced by state governments as well as central government which is going to drive that so overall also my belief is the direction was already there go wooden 19 is going to push that direction very very fast funnily enough most people would realize intense love Tech I've never seen Indians avoid touching cash in nineteen ever before and I think that's gonna continue great thank you new liya very very insightful very insightful and we will we will talk more about India's smart tikitiki initiatives in the next in the discussion and now I would give the word - Mike Mike can you please present us your your experience in ticketing okay just unmute myself and let me better can you hear me okay yeah okay right and I just want to put thanks oh sure for inviting me to be part of this seminar and share my experiences in this in this area as you can see this is a slide with a lot of logos of organizations I've been lucky enough to work with in help in their introduction of a smart ticketing solution and toll collection system which is the many that I'm working as you said so I won't dwell on this you can look at that afterwards yourself why don't I change slides right good so I think what I want to talk about I just want to get a bit more generic perhaps in terms of talk about and try to understand what it is that what problems affair a collection system is trying to solve you know some of the things that we see people wanting to do is to improve customer experience now whether that's making it easier to buy your ticket or to or to travel you know it ranges it comes that full spectrum but also in this this current environment and coburn a team there's perhaps less need to interact with a with a driver if if you use it a totally contacts of contact a solution which you tap in and tap out that makes that easier for the driver more secure and less interaction also with the use of mobile devices you have your your own device which you you control and you can you know you don't need to let that go anywhere else whereas a card can get if you're issuing a car from from an entity or or handing it in to get recharged reloaded there's there's potential for you know transmission across that because it goes outside of your your control so the whole fare collection around cards and mobile using contactless EMV is quite and interesting space other things you wanted to do him to drive revenues deliver mobile mobility as a service as as mobility stand to change especially in this this current climate where was he ambassador using in car travel because obviously ones have to go into lockdown but we're seeing great improvement in air quality and countries that are starting to come out a lock I'm looking at ways in which they can maintain some of these gains that they've had in terms of improving the air quality by trying to move people across two different forms of mobility public transport struggling of course because the capacity of buses is increase decreased to something like 11 you can get on a bus now with social distancing so and there needs to be a way worked out in the in the fullness of time how how that can operate nearer to normal but I think there still be some social distancing necessary of the coming months so that will that will that will be evolved over time quite a few other things there that people want to do obviously reducing some the operational costs reducing fraud and as you can see on the diagram to the right of the screen there's there's quite a range of trends appearing across the industry with you know people who are looking to do things now or do things now only look into them in the in the not-too-distant future so it's a very it's a very active sector and lots of lots of movement obviously they'd in in terms of currently C and B obviously following rapidly behind a lot of what happened in in London and learning a lot from that we're also starting to see lots of technologies appear because I don't think there's going to be one solution is the dominant solution you know you won't have one solution in in every city you solutions that are available in ER in you volumed lots of lots of people moving around contactless cards product is even me Google Pat McClung sense a more longer distance journeys it may be more barcode burst may be on mobile platform when we're looking at mobility as a service we start to see things that I can't miss the ticketing Xion or just using some of the form of talking and then obviously all compared Minh in London a lot of people with very low-tech existing systems I still point bit as a starting for light found with things I own card of mothers and they want to migrate so that migration paths are going to be quite a challenge once their design in ten two years and I think it's it's worth mentioning the these projects are are not just technology projects they do in
change within a knob and and they have a fair degree of complexity and also it's just to take a solution from from one location you can't pick up the solution that's in London and drop it somewhere else because there are too many local differences in terms of the political environment and the way public transport is organized so there's some some degree of customization that you you have to do so there's no one solution fits all which makes these projects although the challenging they are you know they're quite interesting from a from a delivery point of view and I think that's all I want to say great thank you Mike very insightful and let's go now to Melvin our third guest Melvin Williams share the screen yes thank you so much some great presentation from the land my way valid points I think we cover the end to end when it comes to mobility and the different types of payments what I'm going to do is I'm going to focus obviously on just the open new part so you know as with everything in visa I want to spend a couple of minutes show you a confidentiality notice and a forward-looking statement good ten seconds I'm pretty sure you read that word by words then we can move forward so when it comes to urban mobility I think visa is in a very exciting time right we launched our first visa acceptance theme of the transportation back in 2010 in 10 Malaysia and since then it was a bit of a critic before 2040 2015 when t FL essentially started off but since then it's been a rapid amount of engagements and deployments that we've seen like also mentioned in 2019 alone we had 60 that actually went alive with enabling contactless panting cars right as we speak right now we have a hundred and eighty plus contactless projects around the world which we expect will go to implementation in 2020 at the next couple of years in addition there's over 300 different locations as actually in the pipeline right and the main objective of all of this is what we're trying to do is get these security and the convenience that our car owners are used to and bring that into the public transportation space with this speed that is required in public transportation and in order to facilitate this we've done a couple of things and I think one thing that is a neat catalyst for driving contact is banking cards and public transportation is it's been what because of these are ready for transit program I'm going to speak to you a little bit more in the next couple of slides but essentially it's a program that's aimed to drive implementations and drive go to market we have 218 registered partners on that particular program and that's growing on a monthly basis so let's talk about good visa is actually done right I spoke to you about the security and the convenience and try to match the speed of those new cars right so normally when you try and authorize and these are car it takes anywhere between 8 to 14 seconds for you to get a response to a transaction approved you cannot wait eight to fourteen seconds in front of a gate and you know example and this is where we actually try to come up with multiple frameworks aimed at reducing the amount of time that it actually do well we in front of a key but also managing all the liabilities are actually can cover along so we've got three models I'm not going to talk about them it's specific but what I am going to speak about is the two models which is no fair and mass transit now these are models that can work on what we call the for authorization which essentially means you can tap your card and then you can actually go through without waiting for an authorization and what that means is you can pass through in less than half a second the known fare is a lot more simpler to implement it's normally used for single-mode so if you are a city which has just a bus imitation for example this would be the ideal mood the mass transit is more for multimodal it's basically you know future-proofing yourself because you've essentially taken care of a lot of things you're taking care of you know majorly utilizing the account-based occurring platform that Mike spoke about a little bit earlier as well so in brief multiple frameworks that's actually available to transit authorities are actually more to implement contactless banking cards I didn't want to spend a couple of minutes talking both of these are ready for transit program as well I think it's gonna be extremely key to a lot of the attendees on the webinar now what we try to do with the visa ready for transit program was to try and create a platform where we could as much as possible try and standardize an area which otherwise is not standardized right so what we do with the visa ready program is if you're a technology partner we help certifying so that you have good recall the visa ready status this allows you to promote the products and solutions that you have with the visa ready brand and simultaneously would be do as visa as well is when we engage the transit operators we let them know that these are the different partners vendors wacthing and certified the visa ready program is meant for hardware's software's effect election systems and even consultants the main objective is to try and dagger in the ecosystems so that this complete we certify the solutions pilots and even test future innovations actually now the reason it's important to operators and agencies is you now have a platform which they could basically use so if you if you are let's assume a Transit Authority that is looking to go open loop and you want to look at what are the options available or the vendors you can recently go to the visa ready platform Putin and look at all the vendors certified we've also done at visa is you know identifying that the whole process from the time the Transit Authority decides that they want to actually go open-loop to them actually going is is quite lengthy right I've seen implementations I think the shortest one was six weeks and we've seen it going almost as long as two years depending on the complexity of implementation what we've done is we've basically if these are broken down the life cycle into multiple programs it starts all the way from vision where we're trying to figure out or the requirement is all the way to post launch and what we try to do with this is make sure that we are with the partners and with the transit authorities throughout the entire lifecycle of the implementation refer to look at it from a long-term perspective it's not one implementation that we're done we will be with you with the post launch phases as well and what you're trying to do is bring a lot of the global experience and share the knowledge that we've got all the different implementations that I spoke about and another key component of what we're trying to do out here is also managing the multiple stakeholders right I think it is Michael spoke about the fact election systems the PHP is I think nice as well so it's try to bring all of this together and I think visa is in a unique position because we're in the center of the financial piece to try and help you bring all of that together and really got a lot to talk about from a perspective because I think we're going to be addressing a lot of that and discussions that we have forward and on that note I think that's pretty much what I can over talk to you about just summarizing something should one of my favorite authors the future is already here but it's just not very evenly distributed I think what we have to work on is trying to get that distribution right thank yourself Thank You Melvin yeah we'll definitely make this distribution even so let's let's start down with the discussion actually can you see the slide actually not yet so actually I would start with malaya Sonia liya with actually your impressive background in public and governmental affairs so I must say that Daliah was partner at KPMG India our managing director at Accenture and executed director at PVC so Malaya how do you see the public transit ticketing has changed do you foresee the future of ticketing in public transits to go contact list I mean you already mentioned mentioned that India will definitely go in this direction but can you elaborate a bit more on that sure I mean you know sometimes transporting system could look like a trivial issue especially when you look at trains roads and track that they don't necessarily change has evolved and as far as future of ticketing goes I'm pretty sure we converge to a point where a substantial portion of transactions will go diggety impact its but I also believe in most geographies you will also find alternate fare media's also being operational I mean at least in many other developing countries I think Melvin spoke about it is about 75 cities were in fact showed that about 62 of them have adopted contactless smart cards as you know the fare media there are many devices that support contact just image today and what is more important in my view is as Melvin spoke about there are factors that are making it performance very very important and in really if you look at transportation in countries like India developing countries it's the ease and the customer experience which is driving ticket a contactless an open-loop system so I believe because of the ease with and the requirement that we are seeing this is here to stay I also believe Cove it is just going to push that forward and in a simple say word yes we see this moving forward contactless in a significant manner in the next few years and Mike Mike you are like a global expert in automated fare collections can you explain to any transit agencies what are the pros and cons of going contactless based on your previous experience on your past project yeah sure I think I think a lot of them have been covered already so maybe I'll them I'll try and summarize what we said you know I think one of the main ones is convenience it's convenient for people to use something that they already have it's easy to get if they already other they already have a bank card and we've also talked about removing cash from the from the system however in a lot of places there are still people who want to use cash and you need to put in place alternative methods for them to use the public transport network because public transport is open to everyone that's that's what it's all about so you can't you cannot create any barriers to units so you have to you have to balance those two out and cost of issuance you don't have to issue cards this is part of the business care if it fell in there FTP project they didn't want to issue poster cards anymore and they want to remove that cost if that's taken away from them they just they just accept cards and it's quite simple for people to understand you just tap a card in tap a card out and the value appears on your you know bill letter if you if you arrive in a new city you you don't need to understand the fare zones you don't need to understand the language the ticket machines and rain you can just hop on the network and trouble if you're a local traveler you can make use if you know if it's your home city you can make use of other things as fair capping and other discounts that you can use and you can dip in and out without having to spend money upfront in terms of purchasing a season ticket so that makes it good if you're a visitor to a city and as I've said not everyone's going to bank card and so you need to find alternatives for that and if you're for sync contacts code like Oscar or octopus you can write data onto that card so inspector can mediate and Simmons the last transaction with a bank card you can't write anything to the card and except maybe South Africa but generally you come right to the card so you have to change some of your enforcement process is to determine who's traveled and with the valley who's paid to travel sorry and quite complex to set up contact as he and me networks I'm sure Melvin will disagree perhaps with me but there's there's quite a quite a set of significant set of rules and dr2 protection requirements that you have to follow up but you know the thing is it's been done before and if you set out with a clear plan of what you're going to do and and engage the right people to do it then then you shouldn't have a problem but it's still quite a challenge and also as I said earlier there are some differences country to country with even with the parent networks even with a with globally accepted brands there are still some slight differences in the way things and the way things need to be done in each country so you need to be cognizant of that and as I said you can't just take one solution from one city and drop it and drop it in another I think that's great Mike actually Melvin like Mike mentioned yet there are several differences between the implementation of city as with the head like already several successful implemented projects all over the world could you tell us a bit what are the differences between regions and what's the driver number one drive the adoption of contactless ticketing where it's also like mineral region in this sense a couple of questions there she's first let's talk about I think just to address what Mike was talking about the challenges absolutely I think when you're trying to bring open loop to getting or contact is banking into the ecosystem there are multiple strategies one of the ones that I've seen quite often is challenges that we see with PCI DSS compliant right so when you're talking about the other form factors you do need to have PCI standards for example enabled and that actually brings on its own set of challenges and that could vary across the regions because certain regions have domestic switches they have alternate payment methods that might be more popular than the others so lot of challenges when it comes to actually implementing implementing card in your ecosystem again I'm bringing you back to visa ready for answered one of the objectives of us setting up these are ready for transit was to basically look at the partners with whom your work who basically been able to do this in another area and try and bring those partners into the regions as well so that's one way we try and address the challenge that might mention about the Tihar shift cetera from an implementation perspective I think the second question was the main driver personally if you ask me I think both both Malaya and my kind of alluded to this is for the main driver that we've seen when we talk to PTO is this custom experience right what they want to do is try and increase ridership one of the GU is to increase ridership is to give your customers as many options as possible from a payment respect so its customer centric focus that I've seen pretty much a transit authority that I speaking to be the guys who've been around for the last 50 years or be in new entities at starting up in Mena and that's the segue into your third question which was wrong I think it was wrong what's happening in Mena yeah so Mena is on the right way no pun intended we are having a lot of engagements in Vienna at the moment a lot more than what we had two years back when we were certainly started off this journey in the region we have three transit authorities really you know the larger three transit authorities currently an implementation stage there is another six that's actually in what we call the discovery phase so they're trying to kind of piece together the project before they actually move forward what I see in Mina is what I call the domino effect right so when you had one or two of the main transit authorities looking and then going on and saying that they are moving contactless indicating that automatically had an impact on too much a lot of the other transit authorities as well so in the course of 2020 2021 like I said we will probably have three cities Larry and then a lot more great and many more to come yeah but now let's go a bit to Kovac topic so many agencies now either like stopped or limited their collections how do you have like first can't experience how agencies are responding and how did Kovac 19 the perception of money and tickets malaya already pointed out that there will be the most probably like these trends will accelerate the contactless payments in India ho
is it then elsewhere will it from this situation actually accelerates the contactless so can you elaborate a little bit yeah okay if I could just highlight one other point that you were discussing I think Mike spoke about it my store experience is extremely important in in Coptic I also think the cost element is important you know is another factor which will drive contactless parameter because transit authorities are moving away from stored value cards a dopamine system because actually the cost has because the systems are already highly subsidized the public transport systems and the cost of certain up significantly from 7% to 9% so I think that's also a big push towards contactless but coming back to your point the question that you ask you sir in India Reserve Bank you think during the height of lockdown actually the position to to allow banks and providers contactless and the numbers just increased quite significantly but from an entire pick up while contactless and I think how finally it picks up is going to be a function of of of demography but also how public authorities make the entire transit system safe industry will consolidate its technology footprint solution as is here to stay for a longer time I think all operators are faced with the challenge of reduced revenue in the short term technology investment seen in one thing however I think these investments will now be part of the pieces which the commuters feel safe and something that's going to happen but the situation and how transport authorities respond to making it safe solutions definitely but do you think that investments will be more like that the public agencies will more invest now in technology or they will rather take care of their operations and employees current look I think it's gonna be a mix of both I don't think it clearly the technology invest here I have been speaking to many agencies which is talking about doing this in a mature rapid manner because clients are asking for it but it was changed from mode to mode right from Metro look at this made recently from what a local bus operation would look at intercity transport system would look at it differently from a intra-city transport so I think it's great thank you so Mike you are also like in touch with with many transit agencies what's your perspective on this Mike hello Mike is gone so maybe Melvin on mute sorry I was on mute myself um yeah I would I would agree with a lot of work what Nili had said I think one of the key things that public transport authorities need to understand is what what the future of travel is going to look like as as we see now people and you know it's by the lockdown people are discovering that a lot of them can work from home so they don't need to travel people making a lot more use of things like zoom you know until three months ago we wouldn't be having this this this type of webinar I wouldn't happen we all have to meet somewhere and but I think you know they say this is great so a lot of what's happening is we're looking for four ways in which technology can solve some of the problems that we have and make things things easier and public transport will have a significant role to play in in the future because not everyone can work from home and they'll still need to be people travel and will still need to meet finished affairs because we're social animals we have to we can't we can't be locked away for a long long time and but what that looks like in the future we don't know as I said before the number of passengers you can carry on the bus was reduced now from and lack of bosses for about 80 down to 11 so so the the financial justification for public transport will need to be looked up you know the frequency of bus is the number of buses but technology has a role to play in in part of that recovery and what what public transport looks like together with with you know sort of migration towards a mobility as a service option as we've seen more people looking at bicycles and scooters how do you how do you pay for those and having a having a solid foundation of a payment infrastructure will will help in deliver some of that so I think there's you know there's a there's a lot to and a lot to think about with the minute because I don't think when we go back it will be how it used to be but what it looks like I don't know yet yeah actually you know maybe knowing with your perspective people are not going to forget oh get over this old fear of this infection many times social distancing limiting physical contact is going to be the new norm zoo is going to be that you know what we're seeing when we have discussions with transit authorities what they're talking about is how do we get the people back right so talk about stringent hygiene standards digitization connectivity these are the keywords that we and if we take a step back we have seen a massive increase in contactless payments across all segments are at the moment right I was just looking at some of the numbers that we had taken over recently just in Yui and KSC 60 percent and 85 percent respectively of digital payments are moving contactless and this has been a max evacuation in the last couple of months visa is very recently done this survey where we looked at consumers and you may in cases specifically and focusing on the cash flows just bit so there is a massive bribe to worst cashless you idiot case the consumers specifically have said that contactless is something that they have started to adopt and in Greece and it's something that we they will continue to use even post the covert stage so yeah completely agree with everything that was mentioned I think you know Cove it has been an interesting time but the one thing that we've seen is the massive increase in contactless transactions regionally annually yeah and we have actually several agencies that are listening to this webinar and are deciding to go contactless where shall they start what are the steps the words fully functioning system so malaya would you elaborate on that piece sure I think one should start from understanding the entire ecosystem as regards the end consumer the infrastructure and the service provider I think they are critically inducting beside techno I think the five points I would think about when you're looking at how we should go about it I think the people using public transport services and have always try and bring in and might meet that point and she is similar no two cities are similar so tomography we transport second I think penetration of mobile phones and smartphone usage in many parts of the world the assumption that everybody has a smartphone may not be necessarily true how many unbanked population uses public transport classification of income proof of using public transport an existing IT infrastructure I think all of these factors will decide the right to invest in as operators focus in doing basically enhancing the efficiency and reliability of services I think the new non-poor functions like elections will move to a technology provider of account base ticketing or open loop system I think in that context androids are vital to the success of contactless ticketing application standard set communication in the card and reader provide a degree of interoperability with support multiple application including transit bank retail security building access so I think the this is a major challenge in my view that we need to address you have to make a widespread implementation of contact districting nothing ok Mike what's your first-hand experience with how how transit agencies shall start actually their contact list ticketing projects Mike you removed it again they may have lost Mike scums blank yeah UK lost maybe we should go to the right first and then we go back to UK now in yeah can you share some experience like I mean you showed us actually before already all the faces that we support actually transit agencies with and I must say I was quite impressed that you even take care of the after after implementation you take care also with communication strategy and so that people adopt the technology soon and so on can you can you tell us a bit what are the steps that transit agencies should follow when we come to the visa part of the discussion where it's a lot more specific they decided that they want to look at this the main question is what are the next steps and how do they go about with it very simply but I would say reach out right the first thing is you know these are the offices all across the globe we've got offices in the region we identify Johannesburg etc you know while there is no physical meetings that happen at the move everyone's working we are available to kind of help lilulu you throughout the process so reach out to us reach out to our financial institutions that's the first step but if you are looking for more information again you know I know I'm gonna sound like a broken record for keeping on saying this but the visa or any program this is a program that's meant specifically for this it is you know when a Transit Authority or private public transit decides that they actually want to enable contactless packing cards it kind of tells them who are the people you need to be speaking to first so I think these are the two main ways you can do either reach out to a visa person directly or via the program reach out to the different people in that ecosystem and there's hundred plus partners in their ecosystem who can kind of help you to maneuver through great great great support and Mike is Mike back right I'll be I'll be I'll be quick then I'm not got much more to add to what my colleagues have just said I think you know I think you've got to have a clear vision of what of what you want to achieve is it just a short-term solution you're looking to to implement something to replace what you currently have for some short-term gains or is it a long-term solution that you want do you have plans to go to mobility as a service and you want to put some infrastructure in to look at that also what problem you're trying to solve you know as we talked about things there's there's a whole range of things that you can do this for what is it you're trying to solve and what is the best solution to that problem is contactless the right solution for that if not use something else if it is then great and implement it and I think as well as I you know as I again show me like a broken record these no two cities or all countries are the same there's going to be some differences and you know understanding how the system works generally but then being able to adapt it to your specific solution and your specific problem is very important so having having that understanding you know talk to as many people in the market as you can people have done it before talk to all the suppliers who can give you some insight into what it is that they're developing and where they're being issued before talk to authorities we've had issues and and how they got around them and what they would do again so you know get as much information as you can great so we all know that the new technologies takes some time for passengers to adapt so what's your experience how fast can public change their habits and go contactless is do you think that this is just like so contactless it's just another payment channel for younger generations or is something about that and how can actually we accelerate the adoption of public so anyway I go ahead yeah there's I mean is a central tendency of behavior that becomes automatic right run at six coffee at seven for it groceries Saturday good and the signs which basically says it about takes 21 to 66 days before money you have it many of us have been in lockdown for four I think closer to 60 days so I think we can form when you have it and you know games here they had a new york SLR called atomic habits he says the best way to break a bad habit is to make following it impossible in the best way to adopting a new habit is to make it automatic sometimes makes whatever is easier to do and I think that's really the important part how do we make it easier to do and coming back to the comment that we have all made about customer experience I mean just into contactless payment was a direct response to the wfos guidance I mean payment networks dopey is not doing that by increasing contactless payment limits in to promote payments and I think all of this is already reflected in numbers I mean Germany has seen contactless payment go up by from 35% to 50% of transactions especially Wednesday had removed they had increased the cap same with many of the other firms and there's lots and lots of research which shows that fizzbin a decline in cash transaction I think one thing is certain financial institution central bank's national payment infrastructure payment service providers merchants all need to be ready to accelerate the Digital payment agenda I think customers wanted but it will have to be aligned to improving the checkout experience both in store online apply stronger security and all this while providing better user experience I think the post go with a 19 period will be critical form from customer loyalty summer acquisition and competitive standpoint for companies which drive accelerated contactless payment great do you have anything to add yeah I think you know I think we've seen a lot of contactless of rate uptick and I know I am electro know a core system MSC students in Newcastle's and one of the questions I always ask them is how many how many of you carry wallets around and not very many of them do the vast majority will have a mobile phone which which they carry their entire lives on and they will use you know cards contactless cards on a mobile device and so uptake is is having that but I was just answering a question on here and someone's asking is it's okay for younger people who do that but what about older people but you know my response was well I think older people are pretty adaptable anyway and in some cases where a lot of people get concessionary travel you know for those over a particular age get a concessionary travel card for either free or reduced travel or you know you in in London you know you can you can make the fare on one particular form factor more favorable than another to encourage more usage obviously you could be careful this you don't want to exclude parts of society and make it more difficult or more expensive but you know you can do you can do a lot of things with the technology that makes it more beneficial for me able to travel with it then if they use a another phone I think there's lots of ways to to encourage that but as as we're seeing people want to use contactless because they use it in everyday you know and this was one of the arguments that TfL put forward and they said you know why do I have to transfer money into transit currency just to travel on transit whereas I use this card to buy everything everyday why can't I just extend it and use it into trouble on there on the underground or on the bus and I think that that logic is starting to to gain some traction in a lot of places and suddenly become common I suppose about the challenges in places where people don't have bank accounts and you still have to offer an alternative for those who want to to use cash whether that's a you know I mean in this group which is about and the good thing there is that's something that the financial institutions are the schemes and the government authorities are working on we are working to get that payment device in the hands of those people and there are multiple programs that we can to do that right so I think the latest case was in Vietnam where we've had prepaid co-branded cars that we've done in Vietnam which is back in December you had a very interesting question or so around the younger generation and the older generation I was trying to figure out how the kind of position that the only thing I could think of is the when it comes to using a contactless card is fairly simple it's just fat and people doesn't get simpler that are not ready to put on all your curves and specificity the other thing you were asking about was I believe the adoption on how that can be accelerated so that's a joint effort and I think we've been see
ng and we're getting a lot of support from central banks and gone with the rod authorities around that if you look at it from two aspects if you look at what visas back in a through 2019 these are mandated that any new issued contactless card or acceptance device has to be contactless enabled by 2023 April we want all products in market to be gone Pakistani so that's what we do try that habit that we're trying to do to try their infrastructure the second thing from a government perspective we've seen a lot of governments pushing digitization Saudis got the 2030 vision a big part of that is distillation the same with the UAE our Lord across the board we've seen a lot of government initiatives that are kind of pushing this as well and I think it's a combination of all these factors that's going to drive contactless in across different merchant segments but obviously equally so in public and private education as well yeah great Nolan actually you you organized an exclusive event in Dubai in March we're also your customers such as TfL presented their experience going contactless so you already mentioned a lot about this visa engagement and so on could you actually a bit explain us how visa is putting together this whole ecosystem and what supports like do you offer to the transit agencies yeah absolutely so the event that you referred to is what we call the visa transit transformation events it one of the key pillars of as far as where these are right and this is a global and when I say global event the event happens in Dubai which you attended versa and said but these happen all over right I'm going to be panicked in Singapore we've added discreetly of abandoned the US the objectives are pretty much common across two things number one is education so what we're trying to do is bring forward best practices let people in the region's know what's happening globally how that will work in our regions as well you know like I said every I think Mike alluded to the fact that every region is different but there are certain things certain trends that are globally there which we can try and customize for the region so that's what we try to do we try and get that education across to all the partners the second thing is building partnerships right now what we've noticed is every transit authority that you brought but there are so many entities that's actually involved in these implementation phases right dat hardware providers the consultants the AFC provider is etc and then you bring it onto the the world of payments now you've got acts getting involved with central bank's getting born you've got payment service providers getting involved what we're trying to do is kind of build that partnership as well so the other thing that happens with these events is you know it's it's an opportunity for you to kind of learn from what's happening with your neighbor it's an opportunity for you to mingle with all of these different people be it a gateway lead and acquiring Bangladesh showing back obviously the schemes as well so in essence I think that's kind of what we're trying to do we try I mean as much as possible to try and bring that ecosystem together and visa is in a very unique position because we play right in the middle of that financial ecosystem and we're trying to get the public-private authorities or anyone in the urban mobility space to come into that same as well and what we do is we make sure that we get you in front of the right people will connect you to the right people within that ecosystem because at the end of the day I think visas main objective is to see that you can start accepting contactless banking cards at the earliest possible and to Mike's point minimizing the effort and the hardships that will get when you go through those implementations Thank You melon it was an amazing event and I would really like recommend it to the agencies or let's say stakeholders involved in contactless ticketing that plan to implement new contactless ticketing projects you really can get the access to a global experts in the area and also there were like for example in this case in Dubai there was TfL and they shared their fullcycle experience how they actually implemented how they actually then gain the customers and they managed even like to to make contactless like the the main channel already so now actually we go to back to mike and mike is also a senior associate at mobile hub of a transport consultancy that is focused on sustainable transport strategy actually special specialized on demand on demand responsive travel what role does contactless getting play in on-demand service with Mike I think you know as I've been saying before I think you know content experiment can have a significant role to play and you know one of the perhaps one of the discussions we could have and probably it's that the topic for another webinar is what is mobility as a service and what is on demand management that is you know that that means different things to different people at different times an understanding that is is it's quite a challenge but you know when poly transport is going to be a significant part in that mix and a lot of things that we're seeing particularly ways that we ride-sharing such as uber or write healing sorry and we see a lot of people travel to and from the station to interact with other modes of transport so how do we integrate some of the payment solutions in a model with a private operator and a public operator and so looking at the different business models is quite a an active area at the minute as to how that can work and who would take the lead is the public transport authority going to take the lead on that and bring it on board a mobility provider or will the mobility provider integrate with with public transport that's still not worked out and I think in some places different models have been been trying with differing degrees of success but I think that what needs to underpin all of this is a is a solid payment method and you know account-based ticketing which contactless eme can be part whatever will have a role to play in that in the future that you have one token to identify yourself across a network different to different providers whether that involves subscription or whether it involves pay-as-you-go still needs to be resolved I think what I'm trying to say is we've got all the pieces to the jigsaw we just haven't got the picture of how to put them together yet and I think there are different pictures that are coming to the fore and that's and that's being worked on however I think with the current environment or situation that we find ourselves in as we come out of this I think there will be a lot more interest in a in a mobility as a service type solution and and I think it will well perhaps encourage a lot more activity in this space and probably speed things up because I saw I was talking to some colleagues a few weeks ago we saw we saw a cartoon you know I'm sure a lot of you as well so what's driving your digital agenda is it your CEO your CFO or co big 19 and I think in a lot of cases it is probably the latter yeah great and also like related to on-demand or travel is also our next webinar public transit to get more passengers onboard with real-time information so accurate real-time predictions of public transit are very relevant to the on demand operators to better plan their service and make it more attractive to passengers by reducing the waiting times so please register on the link that i will share later on in the chat if you're interested in the topic and now actually I would ask rely alike this is our last question so the mobility landscape as already mike-set is changing very rapidly almost every day there are new players on the horizon how do you see actually the role of contact life in this ecosystem I think payment across the globe I think completely new set of gaming trends that ecosystem providers will need to enable in fact this premium doesn't even mean you need to have a card in hand in ante spell card adoption isn't high or where merchants just aren't you cute coz I miss both countries and countries in development I think you'll see a surge in implementation for new type of experience especially using it in systems in car and more I think not everyone can deploy such infrastructures quickly or invest heavily when the time uncertain times like now I think with the need for speeds and natural institution should not miss out on a coffee cost effective payment a breakthrough moment changing and more exposed and accustomed is so I think the entire ecosystem is changing and it's a great opportunity for us okay great we still have some questions here from the audience we think max - so Melvin when you show project in Brazil what cities and customers are you talking about the first example okay great and I see also Mike here reply it already but maybe if you to also have an opinion on what are your thoughts on integrating mobile based payment ecosystems such as Apple pay you will pay some survey with QR ants or NFC as an alternative to an open loop bank cards so shredding that yeah yeah just go for it so I think the first to make sure I understood the question correctly I think they were talking about Apple P what needs to be done additionally to enable the base Apple Teague exception is that the person yeah I think in regards to so when you implement even V or anything NFC base right so we were talking about EMV specs when it comes to the acceptance and Apple pay base handsome face it if you are pasted from the same so when you enable open loop contactless you automatically catered for the different piece now in regards to QR yeah that's a completely different form factor you know we've seem like we said we've seen coexistence of these different kind of form factors right but I guess my question is you know if you've got a scenario where we've got contact has passed a neighborhood where you have the customer why do you want to go down the route of QR unless there is a market requirement so when you go into certain places in Africa for example you know QR is an existing model in that scenario yes that does make sense but otherwise I would say you know when you have the option of open do use it at the end of the day it's about giving your passenger as many different payment options as possible so that he can choose what is right for her yeah definitely no I have any thoughts on that I completely have created I think it has to be a business case for going back or going and QR a completely different form factor will get you mended Mike do you have anything to add to your comment I saw that you already like commented yeah you know I agree with the guys I'm very moved and I don't think we don't live in the point so okay great I think we are just like in the end of our lovely webinar I would really like to thank our amazing speakers for their attendance and you dear audience I think we had a very pleasant journey and I really hope that you got new ideas and strategies how to introduce contact list ticketing and just to wrap up our digital journey I put down three takeaways that I find important so Corona will definitely accelerate the contactless ticketing initiatives it's not about technology but rather a political and operational challenge and ecosystems are there you just need to go and seek for the right persons who will engage you in those ecosystems if you want to build contactless ticketing solutions from either transit agency point of view or or also let's say other stakeholders point of view so there were many more points actually but we don't have time to go through all of them now we will after the webinar we will prepare blocks based on the webinar and you can get it there the record link will be available as well please subscribe to our newsletter to get all the relevant materials to your mailbox you can also follow us on LinkedIn and feel free to organise d'amore with us any time so we have we have helped 45 plus public transit companies so I'm sure that we can also reimagine your public transit together thank you to everyone and see you at the next webinar thanks everyone Thank You Melvin thank you Mike I think there was a question from the gentleman Beshear Rajee go I saw you maybe I skipped it that's fine but I think it's I don't know but I think it's a bit of an open-ended question so if you can connect me you the gentleman I can try and address this question because it's not a one sentence answer to that one or any other questions that your teams are you can just send it to me on our interest ponder okay great we are all available actually so if you need to if there would be anyone from the audience need some contacts or helpful and just get in touch with us we are here for you so thank you and have a wonderful day bye-bye
