1. Ticketing Systems and User Information
John Austin

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Public Transport for Jakarta – Some Aims
• Giving Jakarta better Public Transport services
• So getting more passengers on Public Transport and
slowing the growth on other modes
– and making life better for all travellers
• Improving the travel experience for all Public Transport
users
• Involves radically improving the non-busway bus services
(the majority of public transport use in Jakarta)
• PLUS ……..

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Public Transport for Jakarta – Some Aims
Developing Jakarta Public Transport to:
•Enable Integrated, Multimodal Passenger Journeys across
all Public Transport services
•Impress the Public Transport passenger with the concept
of an integrated network across the different modes
•Make the network attractive, so people want to use it
Ticketing Systems and User Information are fundamental
to this

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Ticketing Systems and User Information
together
• These complement each other
From TransitLink website (Singapore)
Fares
Times and Routes
Journey Planning
Fares

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Both Ticketing Systems and
User Information are key to:
•Directly increasing the usage of Public Transport
•Public Transport competing better with
alternatives (e.g. motor-bike, cars)
Their success depends on implementing other
changes
•Policy / Reform
•Network Design
•Standards
•etc.

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They also assist with
• Reducing boarding times, so buses can travel more
kilometres in the same time
• Focussing management attention on getting the design
of Intelligent Transport Systems (ITS) data structure right
- needed for electronic information - for example:
– exactly where buses go
– how long they normally take to travel on each section of
road
• Giving information to managers so they can make better
decisions
– about passenger journeys
– on where revenue is coming from
– on where investment needs to be focussed to reduce traffic
delays

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Ticketing Systems
• A long-term aim: an integrated multimodal Smartcard
– To enable travel on Jakarta Public Transport network with a
single card
– Compatible with other systems that will have to be used where
the integrated multimodal Smartcard is not available or not
practical
o No city has 100% use of such a card: varies by city
o London: 80% (June 2012)
• BUT a multimodal card is a huge challenge to introduce,
from the experience of cities worldwide
• So, as the path towards this, initially develop single-mode
smartcards, managing them so that they provide an
integrated service
• This itself is a step-change for the non-busway bus
services

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Benefits of Smartcard ticketing
• Ease of travel – physically easier, and easier to
understand
• Faster, easier interchange
• Pre-payment, without the passenger minding this
• Can provide better financial security
• Gives management flexibility on fares
• Can create a marketing relationship with passenger
• Can give management better information on travel
patterns

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Multimodal Integrated Smartcard – the Aim
Features
•One single card for all travel at all times
– But some exceptions for coverage (some modes)
•Card would be ‘contactless’ (touch or remote) smartcard
– Could be dedicated just to public transport
– Could be mostly public transport but also used for small retail
purchases and / or road tolls
– Or could be a bank card that is enabled for public transport travel
o Which could be a single -bank-specific electronic money product
o Or a contactless bank card
•In the future it could be smartphone with a chip in it
•Or it could be another e-equipped personal device (e.g. a
Near Field Communication [NFC]-enabled device)
•Dependent on how technology develops

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For a bus-only, but multi-operator card, as a
step towards multimodal card
• The same above features as Multimodal card
• But requires co-ordination with other cards if it is to
achieve objectives of making Public Transport travel easy
and attractive, e.g.
– Identical or similar passenger travel ‘conditions’
– Compatible and co-located ‘top-up’ / vending machines
– Information on the different modal cards available all in
one place
– Compatible time periods / validity

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Smartcard – ‘Hard’ Requirements
– Technology
o Open technology standards / systems with long life
o Security (financial and data) and speed of all systems
o Compatibility with existing systems
o Reliability / Performance (standards)
o Capacity to handle all transactions
– Fare Structure
o Compatibility with the fares structures that are used
o If multimodal, then compatible with each mode’s fare structures
o Including concessions, supplements, ‘period’ tickets
– Infrastructure
o Reading / Entry and Exit Control on all Station / Vehicle Entry points
(exact points to be controlled depends on whether system is ‘closed’
like TransJakarta or ‘open’ like off-busway bus services)
o Communications
o Processing (‘Back office’)

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Smartcard – ‘Soft’ Requirements
– Business Model / Organisation
o Where multimodal - Which modes are in? Which are out?
o Consider Value Chain – Who gains what?
o Partnership: compatible with all stakeholders’ business goals
o A controlling Organisation / Authority and a ‘Champion’
o Different roles of different parties
o Back Office systems operator
– Project Planning / Delivery
o Complexity
o Timescale
– All the above become more complex as more modes and
organisations are brought into the mix

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Multimodal integrated ticketing worldwide
• Lengthy timescale to introduce
• Complex project management to achieve success
• Where regulation and control by the authority of public
transport is ‘loose’ successful implementation is more
difficult
• Inclusion of taxis in a public transport smartcard scheme
is not at all usual
Some key factors for smartcard success
(whether single mode or multimodal)
• Role of Authority, to co-ordinate or control
• Institutional Changes
• Passenger incentives to use smartcard
• Technical reliability

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User Information
The passenger needs to know:
–What Public Transport is available ?
–What Public Transport can I get from A to B ?
–How do I get to and from the Public Transport ?
–When should I expect it to come ?
–When is it actually going to come (‘Real Time
Information’) ?
–How much will it cost me to use ?
–How do I pay for it?
oEasier to explain to the passenger if there is a multi-
trip card, or cards

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A key point the passenger needs to know
about
– INTERCHANGE – where problems can often occur
Map of bus
stops in city
centre of
Manchester,
UK

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The passenger also needs general
information
– Especially for new travellers; such as :
o How safe is Public Transport to use?
o Where will the buses stop?
o How do I get on and off the bus?
And needs information in a variety of ways
– Paper
– Signs
– Informed Staff
– Websites
– Social Media
– Smartphones / Tablets (Apps and mobile-enabled
sites)

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Conceptual bus network, with other Modes:
Increases complexity of understanding
Conceptual bus network
from Public Transport
Revitalization Strategy
Presentation
Commuter Rail
(illustrative)
MRT (illustrative)

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Passenger Information to enable INTEGRATION
• People need to be able to change from one bus to another
easily
It happens on TransJakarta: passengers use these maps to navigate the TransJakarta network. But
not much elsewhere
• And from one mode (e.g. bus) to another (e.g. KRL)

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What do passengers need for INTEGRATION? (1)
• A clear Jakarta Public Transport Network BRAND
– (to recognise - though whilst this is important it is not a first step)
• Clear on-the-street signage
– (to get to and from the stop easily)

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What do passengers need for INTEGRATION? (2)
• Real-Time Information
‘Next bus’ departure – all buses, destination, working

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What do passengers need for INTEGRATION? (3)
•The opportunity to easily obtain and use an
INTEGRATED MULTI-MODAL SMARTCARD
TICKET
– (to pay easily)
•Electronic Journey Planners available on
Smartphone Apps, Tablet Apps, Websites
– (to find their way easily)
•Information about all the network in VARIOUS
MEDIA
•On-road staff who are fully briefed, understand the
network themselves, and are available to help

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What information can be produced for
passengers? (1)
Showing where the bus is going (not everybody
understands the direction)
Even smaller buses can show where they’re going to

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What information can be produced for
passengers? (2)
Leaflets for new routes, and making the leaflets available

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What information can be produced for
passengers? (3)
• Customer Helpline
• Radio Announcements / Press Release /
Press Articles
• Direct E-mails

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What information can be produced for
passengers? (4)
• Facebook
PrimaJasa’s
Facebook page
– showing fares
on different
routes

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What information can be produced for
passengers? (5)
• Twitter
KRL’s Twitter page

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What information can be produced for
passengers? (6)
• Websites
Website of Brighton & Hove bus company, UK.
Links to a very large range of information

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What information can be produced for
passengers? (7)
• Mobile apps
• Android (many)
• Windows / Nokia (many)
• i-phone (comparatively few)
• Blackberry (very few)
• Journey Planners
• Google Maps /Google Transit Journey Planning
• Other Journey Planners exist in many places
worldwide

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Current Mobile apps for Jakarta Public Transport
Several developed by unofficial sources
A few (e.g. some for railways) are official
Smartphone Operating System Approx. number
Android 15 – 20
Windows / Nokia 10 - 15
Apple 5 – 10
Blackberry c. 5
Those apps relating to non-
TransJakarta bus routes include
information which official sources do
not currently provide, and which may
be wrong
Dishub should start to reliably and
accurately construct and maintain
information on such bus routes so
that it can then provide it to app
suppliers
Free Apple OS
app on
TransJakarta

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Journey Planners
Google Journey Planner
Google is a market leader in Journey Planning
worldwide: its tools are widely available.
Google Transit is an official Google
programme done through city Public Transport
agencies and operators.
Google claims that Google Transit covers
Jakarta.
Yet its Jakarta data is wrong. Where does it
come from?
Dishub should ensure that Google has correct
data

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Multimodal Journey Planners
Google Transit Journey Planner:
Very clever, and easy and
attractive to use
Very easy to locate it online
But it’s wrong for Jakarta (some
bus routes shown here do not
exist)
Because the data it uses is
wrong

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What’s needed for Dishub to deliver all this?
• Dishub must have easily-accessible, accurate
information on the whole bus network
• Routes, Operators, Stops, Terminals
• The different Dishub departments dealing with
these must communicate well with each other
• And there must be clear IT protocols for Dishub
handling information relating to the bus network
• Standard use of names, abbreviations, structure of
databases/spreadsheets
• Relate different spellings of the same place to one
standard name
• Data must be correct
• Must be proper version control of documents
• Must be systems/processes for keeping the data up-to-
date

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Once the information is correct
• Dishub to make this accurate information available to
private-sector producers /suppliers of mobile apps
• Dishub to establish a small Public Transport Marketing
office, with clear, but limited objectives
• Output to be focussed initially on publicity for bus service
changes
• and introduction of a simple web-based Public Transport
Information Portal
• Revised Dishub website (March 2014) is a welcome move in this
direction
• Expansion of role of this office over time, with, e.g.
• Real Time information
• Ticketing strategy
• Adoption of standards
• Formal relationship with Google Transit
• Adoption of brand