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Selected
client cases

We feel privileged to work for a variety of leading organisations in the Public Transport industry. They all have their unique challenges and we are proud to support them in ever improving their services, performance and profitability. Please find some of our client cases listed below.

RTA Dubai

Management Information System that supports the bus department in improving both performance and cost recovery.

Details

Country:
United Arab Emirates

Organisation:
Public Transport Agency

Characteristics:
322 routes, 1,584 buses, 2,600 drivers

Background

  • Dubai is one of the fastest growing cities in the world.
  • RTA is responsible for providing an effective and integrated transport system.
  • RTA also provides high quality public transport to the people of Dubai.
  • RTA is the leading Public Transport Operator in the Middle East.

Goals

  • Create detailed insights into the financial and operational status of the bus activity.
  • Provide drill down functionality for monitoring and decision-making.
  • Have accurate information available throughout all management layers.
  • Implement a BI-platform for future growth and expansion.

Solution

  • One tailor-made portal with reports on: costs, revenue, cost recovery, ridership, fuel consumption, on time performance etc..
  • Business rules processing data from 7 systems into 60 measures on multiple dimensions.
  • Millions of query options through dynamic quickviews, picklists and analysis tooling.

Impact

  • PTA has an immediate and detailed view on virtually all aspects of their service.
  • Information is used and shared by both financial and operational departments.
  • Trained users create their own reports and add these to the solution.
  • PTA is on track to significantly improve its cost recovery..

GVB Amsterdam

Post Paid Ticketing functionality added to GVB’s pre-paid system. Designed for schools & scholars.

Details

Country:
The Netherlands

Service area:
City of Amsterdam

Organisation:
Public Transport Operator

Characteristics:
241 trams, 217 buses, 73 metros, 17 ferries and 740,000 passengers per day

Background

  • Since 1900 GVB is the public transport operator in the city of Amsterdam.
  • Many scholars use GVB’s services for daytrips to – for instance – museums or the zoo.
  • Introduction of the pre-paid e-ticketing system has complicated usage for schools. Each time classes go on a daytrip, the concierge needs to top-up all cards first.
  • GVB Amsterdam is looking for a safer and simpler proposition for scholars.

Goals

  • Simplify the e-ticketing systems and its propositions for both schools and scholars.
  • Increase safety for scholars and reduce the time that is needed to top-up the e-purse.
  • Increase ridership and revenues in the scholars segment.

Solution

  • Pilot with post-paid scholar cards to avoid any pre-paid topping-up.
  • Anonymous scholar card that registers the trips made, but doesn’t settle fares.
  • Pricing engine that calculates fares afterwards and delivers input for invoicing.
  • Each month a single invoice to each school listing all trips made on all their scholar cards.

Impact

  • Safer transport for scholars because they no longer travelled around with money on the e-purse.
  • Less handling because concierges no longer needed to top-up 100s of e-purses weekly.
  • Due to simplification of the handling, satisfaction among teachers had increased.

CDTA New York

Management Information System designed to support the entire organisation in boosting quality, ridership and farebox recovery ratio.

Details

Country:
United Stated of America

Service area:
New York State, Capital Region

Organisation:
Public Transport Operator

Characteristics:
17.2M passengers per year, 306 vehicles, 650 employees

Background

  • CDTA is a leading operator in the USA
  • It provides both public transport and paratransit
  • Much focus is on quality and usage: ridership
  • CDTA has been very successful in boosting ridership

Goals

  • Maximize Return on Investment
  • Improve ridership and satisfaction
  • Improve punctuality and farebox recovery ratio
  • Improve overall decision-making power

Solution

  • Management information system designed to support most of CDTA’s decision-makers
  • Dashboards are designed with all KPI-owners ensuring a perfect fit
  • Users are trained to master the system and making informed decisions
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Noord-Brabant

Operator Monitoring System enabling the Province to monitor both performance and quality of its contracted operators.

Details

Country:
The Netherlands

Service area:
West-Brabant, Midden-Brabant, Meijerij and Oost-Brabant

Organisation:
Public Transport Authority/ Regulator

Characteristics:
22 million passengers, 112 million passenger kilometers

Background

  • The Province of Noord-Brabant is the regulator of two large concessions in the south of Holland.
  • Arriva and Veolia Transdev are the Operators and have contracts until – at least – 2022.
  • The Province of Noord-Brabant needs to monitor revenue and performance of each Operator.
  • The basis of this monitoring is the contract and the Dutch monitoring standard: MIPOV2008.

Goals

  • Deliver a management information system that shows all relevant KPIs, OD-relations etc.
  • Deliver a system that unlocks the information out of the processed data on performance with reports on revenue kilometers, lost kilometers, complaints, on time performance etc.
  • Enable the Province to perform analyses on the data that is delivered by the Operators.

Solution

  • Information system with all relevant indicators for Operator monitoring
  • Hosted system designed to match the Dutch monitoring standard: MIPOV2008.
  • Concentrated training course with a continued entrance to Zight’s open training program.
  • Logins for employees from the Province, the Operators and the related municipalities.

Impact

  • The Province of Noord-Brabant monitors the performance of its Operators on a daily basis.
  • This performance is discussed with the Operators on a monthly basis.
  • Figures from the system will also be used as an input to new contracts.

UITP

Training program – provided together with UITP – to inspire the Transit Industry in getting from data to results.

Details

Organisation:
UITP provides a worldwide network to bring together public transport stakeholders in order to enhance quality of life and economic well-being.

Characteristics:
1,500 member companies, covering 96 countries with 16 offices across the globe

Background

  • One of UITP services is a broad training program covering the various topics and challenges in Public Transport

Training

  • Training is both visionary inspiring and hands-on
  • It shows the great power of data in transit
  • And it teaches an approach to introduce a data-drive in public transport organisations
  • This training gives participants clear direction in how to unlock the value of their data.

Locations

  • The training has been provided in cities like: Brussels, Stockholm, Kuala Lumpur, Bangalore, New Delhi, Istanbul, Karlsruhe.

Qbuzz Trenitalia

Decision Support System supporting all management levels in monitoring the business and making informed decisions fast.

Details

Country:
The Netherlands

Service area:
Cities of Utrecht and The Hague, South East Fryslân, Groningen en Drenthe

Organisation:
Public Transport Operator

Characteristics:
213 routes, 800 buses, 26 trams, 2,900 drivers

Background

  • Public Transport in The Netherlands is of a very high standard.
  • Qbuzz is a bus and tram operator that has entered the market in 2008.
  • Since its establishment Qbuzz has been the fastest growing operator in the market.
  • Qbuzz has AFC- and Fleetmanagement-systems operational that collect data.

Goals

  • Deliver and maintain a management information system on performance, usage and revenue.
  • Deliver and maintain a portal that enables authorities to monitor Qbuzz’s performance.
  • Deliver insight into the accuracy and completeness of the AFC-system.

Solution

  • One tailor-made portal with reports on: revenue, ridership, on time performance, complaints, OD-relations, lost kilometres, transfers, completeness, transaction upload status etc..
  • Business rules processing data from 8 systems into 29 reports and 1 corporate dashboard.
  • Millions of query options through dynamic quickviews, picklists and analysis tooling.

Impact

  • Qbuzz has an immediate and detailed view on virtually all aspects of their service.
  • Qbuzz operates in full transparency towards its authorities, which is strongly appreciated.
  • Qbuzz uses the information on a daily basis to optimize revenues and quality.
  • Trained users create their own reports.

Province of Fryslân

Operator Monitoring System measuring performance of all operators on a daily basis, checking if all operators are working according to their contacts.

Details

Country:
The Netherlands

Service area:
Noord- en Zuidwest-Fryslân, Stadsdienst Leeuwarden, Schiermonnikoog and Zuidoost Fryslân

Organisation:
Public Transport Authority/ Regulator

Characteristics:
9.1 million passengers, 138 million passenger kilometers

Background

  • Fryslân is the regulator of two large concessions in the north of Holland.
  • Arriva and Qbuzz/ Abellio are the Operators; they both have an 8-year contract.
  • Fryslân needs to monitor the performance of each Operator.
  • The basis of this monitoring is the contract and the Dutch monitoring standard: MIPOV2008.
  • Fryslân receives unprocessed data from E-ticketing, Fleet Management, Planning and other systems.

Goals

  • Deliver a management information system that shows KPIs like revenue, passenger kilometers, missing check-outs, ridership, occupancy/ load factor, OD-relations, on time performance, vehicle kilometres (revenue, dead & lost), complaints, missing checkouts, frequency, incidents etc.
  • Enable Fryslân to check if its Operators comply with the contract and to perform analyses on the data delivered by the Operators.

Solution

  • Management Information System with all relevant KPIs and ready for expansion by its users.
  • Integrated dashboard showing the overall status of the PT-performance in Fryslân.
  • Hosted system designed to match the Dutch monitoring standard: MIPOV2008.
  • Concentrated training course with a continued entrance to Zight’s open training program.
  • Logins for employees from both Fryslân and the Operators.

Impact

  • Fryslân monitors the performance of its Operators on a weekly basis.
  • Every month the registered performance is discussed with the Operators.
  • Both Fryslân and the Operators use the reporting system. This leads to a common ground for monitoring, analysis and decision-making.

Qbuzz Trenitalia

Post Paid Ticketing introduced as a service for business passengers, enabling usage that is registered and invoiced once a month.

Details

Country:
The Netherlands

Service area:
Cities of Utrecht and The Hague, South East Fryslân, Groningen en Drenthe

Organisation:
Public Transport Operator

Characteristics:
213 routes, 800 buses, 26 trams, 2,900 drivers

Background

  • Public Transport in The Netherlands is of a very high quality standard.
  • Qbuzz is a bus and tram operator that has entered the market in 2008.
  • Since its establishment Qbuzz has been the fastest growing operator in the market.
  • Tendering has led to fierce competition and reduced cost recovery.
  • Qbuzz is always looking for new propositions to attract more passengers.

Goals

  • Simplify public transport for commuters and increase attractiveness.
  • Reduce administration around declaration for both commuters and their employers.
  • Increase ridership and revenues in the commuters segment.

Solution

  • Post-paid, B2B proposition as an extra product within the pre-paid e-ticketing system.
  • A Business Card that does register the trips made, but doesn’t settle fares.
  • Back office pricing engine calculates fares and delivers input for invoicing and specifications.
  • Each month a single invoice to each corporate with all trips made by each employee.

Impact

  • Accessibility of public transport has increased; more multimodal usage.
  • Revenue in the corporate segment has increased significantly.
  • Due to simplification of the administration, satisfaction among corporates has increased.

RATP DEV

How to get from data to results in Public Transport’ was provided to guide RATP DEV’s Business Intelligence Competence Centre.

Details

Headquarters:
Paris, France

Organisation:
Public Transport Operator

Characteristics:
1.5B passengers per year, 14 countries, 16,000 employees

Background

  • RATP DEV is expanding vastly, just like the variety of their systems and data sources
  • Also the demand for decision support information is growing at great pace
  • RATP DEV was wondering how to deal with this complexity in the most effective and efficient way possible

Solution

  • Training/ workshop that provided a practical approach to unlock the value of data
  • Interactive sessions that created a common data strategy and a hands-on approach towards a dat-driven organisation.

Various Authorities

Price Elasticity Analysis to deepen insights into the impact of pricing on Public Transport ridership.

Details

Country:
The Netherlands

Service area:
Nationwide

Organisations:
Various Dutch Public Transport Authorities/ Regulators

Characteristics:
1,000,000 passengers per day, 1.9 billion transactions per year

Background

  • From 2005 until 2012 the Dutch Public Transport e-ticketing system was implemented.
  • The – so called – OV-chipkaart was the first nationwide e-ticketing-system in the world.
  • One of the key objectives of this system is to enable and introduce price differentiation.
  • For instance: a higher fare in peak hours is expected to lead passengers away from that peak.
  • A lack of insights into the impact of fare strategies on ridership paralyzed decision making.

Goals

  • Insights into the effect of price adjustments on ridership and revenue.
  • Insights into the price perception and sensitivity of passengers groups.
  • Price elasticity: overall, per passenger group and per hour block.
  • Insights into the differences between groups and hour blocks, and the impact on fare policy.

Solution

  • Survey in cooperation with highly regarded agencies Panteia/NEA and Significance.
  • Survey based on the Price Sensitivity Meter and the Gabor Granger Method.
  • Survey conducted among more than 4,000 passengers covering all relevant passenger groups.

Impact

  • For the first time, insights into price elasticity and price perception were gathered.
  • Conclusions were – in many respects – surprising and have accelerated decision-making.
  • Diversity of price elasticity among groups has been valuable input to fare strategies.
  • What-if analysis is made possible. Now all surveyed passenger groups and their transactions can be tracked in the e-ticketing data. So – with the right tooling – the exact impact of fare adjustments can be simulated and analysed.

Arriva

Account Based Ticketing was introduced as an extra service to businesses: all trips made by employees payed with just one single invoice per month.

Details

Country:
The Netherlands

Service area:
NZW Friesland & Leeuwarden, Lelystad, Achterhoek & Rivierenland, DAV-region, Hoeksche Waard/Goeree-Overflakkee, Oost-Brabant and Zuid-Holland Noord

Organisation:
Public Transport Operator

Characteristics:
1,000 buses, 100 trains, 10 waterbuses, 60,000 passengers per day

Background

  • Public Transport in The Netherlands is of a very high standard.
  • Arriva has entered the Dutch market in 1998 and operates buses and trains.
  • Since its entry in the competitive Dutch market, Arriva has grown into the market leader.
  • Tendering has led to fierce competition and reduced cost recovery.
  • Arriva is looking for ways to increase service quality, ridership, revenue and market share.

Goals

  • To make public transport more attractive for commuters and corporates.
  • To reduce administration and declaration effort for both corporates and their employees.
  • To increase ridership and revenues in the commuters segment.

Solution

  • Post-paid, B2B proposition as an extra product within the pre-paid e-ticketing system.
  • A Business Card that does register the trips made, but doesn’t settle fares.
  • Back office pricing engine calculates fares and delivers input for invoicing and specifications.
  • Each month a single invoice to each corporate with all trips made by each employee.

Impact

  • Accessibility of public transport has increased; more multimodal usage.
  • Revenue in the corporate segment has increased significantly and is still increasing.
  • Due to simplification of the administration, satisfaction among corporates has increased.

RET Rotterdam

Management Information System that provides information on ridership, OD-relations and revenue, and functionality to analyse thoroughly.

Details

Country:
The Netherlands

Service area:
City of Rotterdam

Organisation:
Public Transport Operator

Characteristics:
298 buses, 128 trams, 160 metros, 1 ferry, 2,500 drivers and 145 million passengers

Background

  • RET has provided Rotterdam with public transport since 1878.
  • It offers bus, tram, metro and ferry services all around the city.
  • Its own Technical Department takes care of the quality of vehicles and infrastructure.
  • In 2008 RET was the first Operator to introduce the Dutch nationwide AFC-system.
  • The city of Rotterdam monitors RET’s performance against the contract.

Goals

  • Deliver a management information system that allows analysis of AFC-data.
  • Create a solution that helps RET to attract more passengers and to increase their satisfaction.
  • Enable RET to expand the solution independently with new databases and new reports.
  • Support RET whenever issues occur or complex changes are needed.

Solution

  • One tailor-made portal with reports on: revenue, ridership, OD-relations, missing checkouts etc.
  • Solid solution with all basic AFC reports and ready for expansion by RET’s employees.
  • Insourced system with remote access for a limited number of Zight’s senior developers.
  • Concentrated training course with a continued entrance to Zight’s open training program.

Impact

  • RET is operating and expanding Zight’s solution independently.
  • RET has an immediate and detailed view on revenue and the usage of their service.
  • RET uses the system on a daily basis to improve both product and services.

Transdev

Post Paid Travelling introduced to make Public Transport more attractive for commuters and corporates.

Details

Country:
The Netherlands

Service area:
Regionaal busvervoer Haaglanden, Zeeuwsch-Vlaanderen, West-Brabant, Midden-Brabant, Noord- en Midden-Limburg and Zuid-Limburg

Organisation:
Public Transport Operator

Characteristics:
3,180 employees, 1,225 vehicles, 2 ferries, 24 trains

Background

  • Public Transport in The Netherlands is of a very high standard.
  • Tendering has led to fierce competition and reduced cost recovery.
  • Veolia is looking for ways to increase service quality, ridership, revenue and market share.

Goals

  • To make public transport more attractive for commuters and corporates.
  • To reduce administration and declaration effort for both corporates and their employees.
  • To increase ridership and revenues in the commuters segment.

Solution

  • Post-paid, B2B proposition as an extra product within the pre-paid e-ticketing system.
  • A Business Card that does register the trips made, but doesn’t settle fares.
  • Back office pricing engine calculates fares and delivers input for invoicing and specifications.
  • Each month a single invoice to each corporate with all trips made by each employee.

Impact

  • Accessibility of public transport has increased; more multimodal usage.
  • Revenue in the corporate segment has increased significantly and is still increasing.
  • Due to simplification of the administration, satisfaction among corporates has increased.

Dutch Railways

Support Dutch Railways in having NS-Business Card accepted in all modes of Public Transport, including fare calculation and invoicing.

Details

Country:
The Netherlands

Service area:
National

Organisation:
Public Transport Operator

Characteristics:
3,200 employees, 1.1 M travellers per day, 4,500 trains trips per day

Background

  • The Dutch Railways (NS) offers its corporate clients the NS-Business Card.
  • In this proposition all trips are registered and invoiced on a monthly basis.
  • The Business Card was exclusively accepted in Public Transport serviced by the Dutch Railways.
  • Due to its ease-of-use the NS-Business Card is a much used and highly appreciated product.

Goals

  • To have the NS-Business Card accepted in all modes of Public Transport.
  • To use the Dutch national e-ticketing system to enable this full acceptance.
  • To have the right revenue calculated, billed and settled per Operator.
  • To be able to offer the NS-Business Card to all passengers of all Operators.

Solution

  • Post Paid Travelling (PPT) module as an add-on to the e-ticketing system.
  • PPT-module receives all transactions that are processed by using the business card.
  • Transactions are made on free-entrance-products, so no value is deducted at checkin or -out.
  • Every month the PPT-module calculated the revenue per Operator and sends it to NS.
  • NS adds the calculated revenue and travel history to the monthly invoice to their corporate clients.
  • PTT-module needs to be offered to all Dutch Operators.

Impact

  • Post Paid Travelling module is developed and offered to all Dutch Operators.
  • PPT-module is procured and installed by 50% of all Operators.
  • Transactions on the Business Card are priced and billed every month.
  • Revenue on the Business Card is increasingly growing.

KpVV

Update of the Dutch Monitoring Standard that provides a template for how operators should report their performances to authorities/ regulators.

Details

Country:
The Netherlands

Organisation:
Knowledge centre that supports all professionals working in various decentralized governments involved in developing and implementing traffic and transport policy, representing municipalities, provinces, cities, waterboards or other governmental organizations

Background

  • KpVV supports all professionals in the various decentralized tiers of government involved in developing and implementing traffic and transport policy.
  • In this field, KpVV develops and disseminates knowledge, expertise and standards.
  • To support decentralized governments and their Operators, KpVV has developed the Dutch Monitoring Standard: MIPOV2008.
  • The objective of this standard was to support management and monitoring of Public Transport, to gather information for policy development, to compare PT-concessions and to increase efficiency in monitoring and reporting.

Goals

  • MIPOV2008 was developed in 2008 and needed an update in 2012 because in the meantime fleet management and e-ticketing systems were introduced and changes the settings.
  • This update was needed to get to more clarity and uniformity in the business rules that Operators needed to take into account when calculating ridership, missing checkouts, on time performance etc.

Solution

  • Addendum to the MIPOV2008 standard with additional business rules to standardize the data cleaning and indicator calculation.
  • Accepted addendum and business rules by both decentralized governments and Operators.

Impact

  • Using the addendum, decentralized governments know how all figures are calculated.
  • Using the addendum, figures are mutually comparable and more reliable.

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