04 — Resources
Practical thinking for Authorities and Operators shaping public transport. Browse by category below for articles of interest and downloadable whitepapers. Use the search function across All Topics.
Showing 43 of 43 resources
Improving bus stop and station timetable panel information as a key component of a digital first customer strategy and a way to grow patronage.
A step-by-step guide to UK bus franchising under the Bus Services Act 2017: assessment, audit, consultation, decision and implementation.
An Authority can procure every component of a ticketing service and still have to make them work together.
An Authority carrying fare-revenue risk needs the customer, product, revenue and investment disciplines of a commercial enterprise, applied within clear public-service guardrails.
A strategic guide for Operators to thrive in a collaborative landscape.
When live tracking is unavailable, the app should make clear whether a departure time is live, based on a timetable or cannot be confirmed.
When an Authority assumes responsibility for customer contact, a call centre can look like the obvious answer. It is worth testing the demand before that assumption becomes a fixed cost.
A passenger may plan a journey on a map, buy a ticket in your ticketing app, tap in, read a stop display and make a complaint. An Authority needs to know what each interaction records, who holds it and what may properly be joined up.
A timetable tells people when the bus is due. It rarely gives the undecided passenger a reason to use it.
An Authority that asks for “all data” in a contract may find that it has specified far less than it thinks.
Under a gross-cost model, the Authority sets the passenger proposition, receives the fare revenue and carries the risk when patronage does not arrive.
A comprehensive, packaged commercial and operating framework for Authorities seeking an affordable, customer first route to network control.
Digital passenger services need reliable IT delivery. The Authority function accountable for the passenger journey should set their day-to-day priorities.
Passengers need a single place to report a lost item and a credible way to reach the person who can find it.
The statutory route to bus franchising is clear, but an Authority must still make network, financial and contractual decisions before using it.
An ambitious tender response will not improve a bus network on its own. The live contract must require decisions, evidence and follow-through.
An Optimised Enhanced Partnership can give passengers one network experience while Operators retain fare revenue, but it requires the Authority to lead the proposition, procure the common platform and govern growth as a commercial partnership.
Being ahead of a neighbouring Authority is context, not evidence. The useful unit of comparison is the passenger task.
A discreet, in-app safety alert that informs the Operator Incident Room. Designed from the real experiences of females, teenagers and vulnerable passengers.
Contact-centre demand can expose weak passenger information, a failed journey or a task that genuinely needs a person. An Authority must tell the difference before trying to reduce calls.
A unified contact platform giving Authorities and Operators a single, accountable view of every passenger interaction.
Bus data is useful only when an Authority, its Operators and their systems share the same definition of a route, fare or vehicle location.
A blueprint for Transport Authorities to plan, choose, and manage the technology that powers a great transport service.
Publishing open data and meeting reporting deadlines are necessary. They do not tell an Authority which route, journey or customer problem is worth investing in.
Launch day shows that a new bus network can start. Its reputation is shaped in the months that follow, as the Authority addresses defects, data gaps and passenger issues that mobilisation did not expose.
Franchising gives an Authority greater control of the network and brings day-to-day responsibilities that a contract alone cannot carry.
Fleet and depot decisions matter, but the contract also has to settle the fares, information and service recovery that shape a passenger’s journey.
Bring patronage, revenue and operational data together for confident decisions.
Cost-conscious franchising for the new reality. Operator partnership, patronage innovation and growth and customer emphasis.
An Operator’s objection to a broad data clause may arise because the Authority has not specified what it needs or how it will handle it.
Translate contract data into clear KPI scoring and performance payments.
Digital bus services need to work for the passengers who depend on them, including those who cannot or do not want to rely on a smartphone.
A conventional Enhanced Partnership can improve common standards, but each Operator retains its fare revenue, products and customer relationship, leaving the Authority to coordinate growth across several propositions.
A comparison of how four transport operating models compare on cost, control and risk to an Authority.
What a Franchising Assessment has to prove about affordability, procurement and delivery, and where the hard work really sits.
Standards, entitlements, payment methods and ticket media are different layers of a transport ticketing service.
Under a gross-cost franchise, the Authority normally retains the fare revenue. The contract should still give the Operator a practical role and a meaningful reason to help grow it.
The contract form determines who carries the consequences when fares and passenger numbers do not follow the plan.
Making a bus competitive with the car means addressing the parts of a journey that make a passenger hesitate, as well as the time spent in traffic.
How Authorities can close six Enhanced Partnership gaps, reach franchise-grade outcomes and avoid a complex procurement.
AI can help passengers find information, but an Authority remains responsible when an answer is wrong.
Once contactless payment and fare capping remove much of the need to buy before travelling, an Authority’s app still has work to do.
Good passenger service depends less on a new channel than on whether the people answering it can see, own and resolve the same problem.