Rejseplanen – future development

Rejseplanen – future development
The Future of Urban Mobility, 24th February 2015
Birgitte Woolridge, Product Manager, [email protected]
Agenda
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Rejseplanen – who, what and why
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BilRejseplanen – an early attempt
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Present strategy
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Push messages
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Future work
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Rejseplanen setup
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Rejseplanen is a public limited company, founded in 2003 – but the
cooperation on a Danish journey planner started in the mid 1990s
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Owned by all the PTOs in Denmark (trains, busses, metro)
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Small office of 8 people
Products
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Iphone, www, Android, iPad, Windows Phone
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White labels products & services for owners
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Open data policy, API and deals with Google, Apple, Nokia
Operations of servers
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Outsourced
Development
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Currently future development in tender
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Until now majority from HaCon GmbH – supplier of DSB, DB, ÖBB, SBB, SNCF, Railteam
m.fl
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Rejseplanen facts
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Rejseplanen is the preferred channel for public transport information with an
established brand and many users
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Awareness of is high, in the Capital region 95% and outside of Copenhagen ca.
70 %.
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Every month Rejseplanen shows more than 20 mill journeys
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¾ come from mobile phones/apps
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On a good/bad(?!) day (weather/disruption) Rejseplanen has more than 1 mill
requests
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Rejseplanens apps have been downloaded more than 2 mill times
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Rejseplanen’s
products are
popular
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Rejseplanen in the future
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Popular products – but lots to work on!
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User demands
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Better display of fares for journeys
Better data/info on disruptions and delays
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”Why can’t I buy a ticket on Rejseplanen?!”
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But what about mobility?
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We did try a few years ago
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An early attempt: 2010 BilRejseplanen
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An early attempt: 2010 BilRejseplanen
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In 2010, Rejseplanen and the Danish Road Directorate together launched
”BilRejseplanen” (CarJourneyplanner), comparing public transport with
realistic travel times for the car.
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The user could compare the journey on
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Time spent
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Environmental impact
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Costs
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Despite efforts to increase the number of users, usage remained low and
BilRejseplanen was closed down again in 2013.
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Learnings for Rejseplanen:
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Customer demand did not seem to be there at the time
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Resources were spent on something that is not the core product => We need to focus
on making public transport information even better before we expand to other modes
of transport
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Competition from Google, Nokia, Garmin etc is fierce – difficult to make product good
enough to compete
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Owners/PTOs did not at the time involve themselves in similar activities (like DB in
Germany)
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Good information can improve image and
satisfaction with public transport
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Keeping people informed is one of the simplest ways to reduce
complaints, increase satisfaction and gain a reputation for good
customer service, writes David Whitley – Head of Regional Services
at London Midland. It’s all part of thinking like a passenger, and
arguably more important than operational performance itself: a
quick scan through the National Rail Passenger Survey reveals that
Britain’s least punctual train operator has a higher customer
satisfaction rating than Britain’s most punctual! The same survey
points out that handling delays well is the single biggest way to
reduce customer dissatisfaction. In fact, it has three times the
impact of punctuality itself.
Artikel i European Railway Review (http://www.europeanrailwayreview.com/22305/err-magazine/past-issues/
issue-6-2014/developing-and-evolving-rtpi-strategies/?utm_medium=email&utm_term=&utm_content=Read%20This
%20Article&utm_campaign=ERR%20-%20Issue%20%236%202014&utm_source=Email+marketing#.VK_KLaNOVYI)
Why good information isn’t easy…
Rejseplanen receives data from 11 larger train/bus companies and some
minor bus and ferry operators. Data varies in quality.
rm
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ort te
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p
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l
s
e
d
–
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ing
ing
Befor
Plann
Plann
minor
–
o
g
e
On th anges
ch
Timetables
Timetables / HIM
HIM + real time
Real time
125 yearly updates
Mostly used for
planned changes
Varying use/input and
varying quality of
input
Delays and
cancellations
Covers only parts of
the country and not
all means of
transport
Data quality varies
All means of
transport
Fairly good quality
Varying use/input and
varying quality of
input
Web/mobile
Infrequent usage
Rejseplanen relevant today
Web + mobile
– big
o
g
e
On th ption
disru
Textual
information
Either through
HIM or via a feed from
PTAs own webpage.
Does NOT enter the
individual journey
Primarily mobile
and commuters
Rejseplanen less relevant
today
10
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Rejseplanen strategy 2014-2016
Focus on 4 pillars
Activities with PTOs
Data input
Customer facing activities
Rejseplanen
Manual input (changes)
Automated input (Timeables, realtime)
Data output
Rejseplanen products
Data engine
White label products (at PTOs)
Data quality
Processing
Customer focus
Rejseplanen demands good
data, support all situations of
transport and focuses on joint
solutions for public transport
Data quality is secured
through documented
processes on a stable
system platform
Rejseplanen covers all types of journeys
(commuter/infrequent) and is available on
the entire journey. Rejseplanen supplies
accurate, personal and thrustworthy
information
Cover all of the journey
Rejseplanen focuses on mobile first and
adapts the solution and platform to the
customer’s demand as well as assists with
purchasing of tickets
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Push services is good
information (if data is okay!)
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Push services
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Based on the same data the customers sees on all platforms –
the data that already comes in from PTOs
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Option to receive a message on a specifik train journey or with
busses on Fyn
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Not yet ready to offer as commuter based service
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Early findings (Wilke report dec. 2014): n 
User indicate that they n  Want to travel more
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Have a higher satisfaction with public transport
Believe it can contribute to raising public transport’s image
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Further future development
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Further extend push – more areas, all apps, last minute info
Commuter-based services
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Better display of fares
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Tickets?
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Data, data, data!!!
Mobile first - develop apps, then website
All based on customer demands!
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Mobility: One option is 3rd party development based on open
data from Rejseplanen??