Wales event

Making transport services and technology work for inclusion and wellbeing

Transcript

1. Making Transport Services and Technology work for Inclusion and Wellbeing
2. Welcome from our Sponsor 2 Mark Isherwood AM Event sponsor
3. 3 Welcome from our CEO Terry Dunn ESP Group CEO
4. 4 Event Introduction Dr Steve Cassidy ESP Group
5. 5 Easy Travel Index Beth Garner ESP Group
6. In Wales 34% of people say they own a car because public transport doesn’t meet their needs … … what are their needs?
7. ESP’s Easy Travel Index 2017 • 2nd annual survey to understand: • Perceptions of transport and travel • The needs, challenges and worries people face when getting out and about • Expectations for the future of transport • Related lifestyle preferences • Surveyed almost 5,000 people in 45 UK towns and cities
8. Over 30% of people think a bundle of transport could be a alternative to owning a car Edinburgh scores the highest for ease of local transport at 7.5 / 10 30% of people sometime do not leave home due to concerns about travel Highest amon young people Highest in Birmingham Getting lost and lack of toilets are the biggest worries 24% 26% Convenience of timetables and rising costs of transport make local transport difficult 31% 29%
9. Mixed Results in Wales Wrexham and Port Talbot in the top 10 for ease of local travel Compared to UK average, fewer people in Wales intend to obtain a driving licence Carmarthenshire, Bridgend, Swansea and Powys in the bottom 10 for ease of local travel 23% of people in Bridgend are worried about personal safety on public transport (UK average = 16.6%) Few people hold operator monthly passes Compared to UK average, Wales has low internet access
10. Preferences • How do people want to receive customer support? • Via email: 48% in Wrexham but only 27% in Cardiff • Via trained advisors: 28% in Swansea but only 20% in Newport • Do people use contactless payments cards? • Only 16% use contactless payment in fast food outlets in Wrexham, compared to 34% in Bridgend • Need to offer choice
11. Looking ahead to 2025 There is interest in future opportunities: Technology • 41.3% of Welsh people think there will be no more paper tickets • 32.9% of Welsh people think there will be one virtual ticket on their phone allowing them to travel by all types of public transport • 27.6% of Welsh people think driverless cars will be the norm Policy • Support for changes to concessionary programmes such as temporary concessions for medical conditions
12. Gaining a Deeper Understanding • Easy Travel Index = starting point • Aim: Develop a strong and valuable propositions for users • Work with users • Co-Design
15. Finishing thoughts BCUHB SBRI Challenge: 'A cute solution to acute anxiety in dementia’ Children’s Commissioner Older People’s Commissioner Future Generations Commissioner
16. 16 Short Break Canapes & Beverages
17. 17 Guest Speaker Stephen Boon London Councils
18. 18 Guest Speakers Brenda Robb & Elena Brown NECPO
19. National Entitlement Card • Born in 2006 • Scotland’s smartcard of choice • Financed by Scottish Government
20. Our Achievements
21. Services – across all themes
22. Access Scotland-Wide Multi-application Card. Secure and trusted national asset. Digital Transformation in Action. Innovation Platform Free for all Citizens of Scotland. Supporting 30+ services across the Country. More than a “Bus Pass”. Data, people and more… 2.1 million National Entitlement Cards, includes: Verified Unique identifier Simple Integration – integrated with many services 1.3 million concessionary travel = 92% of Scotland’s 60+, disabled 600,000+ Young Scot card = 65% of Scotland’s 11-25 year olds 70,000 primary KIDZ Cards = 20% of Scotland’s 5-12 year olds Delivering to all of Scotland everyday: day in - day out 30+ services Transport, Education, Health & Leisure… Customer focussed
23. Scottish Government National Outcomes – a natural fit
24. Young Scot for cardholders aged 11-25 inclusive for discounts and rewards, proof of age, Youth Parliament elections, school and LA services. We currently provide dual branded matriculation cards for University of Abertay, Dundee & Angus College, NESCOL & UHI Perth. Transport Scotland for using the card on buses, trains, ferries and taxis for concessionary travel for young, elderly and disabled citizens of Scotland. Smart and Integrated Ticketing like the ABC product in Dundee. NHS Scotland to use the card for improving health and promoting lifestyle changes e.g. smoking cessation (Quit4U and Give it Up for Baby incentive schemes). Local Authorities / Health & Social Care Partnerships / Innovation Partners using the NEC as a major asset and platform for innovation, bringing together key stakeholders to encourage and invest in innovation. Projects include Navigogo as well as development of Customer Focussed Care provision management solutions. Partnerships – many and varied… 32 LOCAL AUTHORITIES
25. Future Plans 32 LOCAL AUTHORITIES
26. Bulk Reissue – Partnership working in Practice An ambitious multi-staged project to automatically replace around 900k National Entitlement Cards in bulk. Keep the strategy simple: Replace as many cards through churn as possible and bulk reissue the rest. Comprehensive Communications Strategy across all Key partners and stakeholders. Project manage centrally with the NECPO taking on the role of key deliverer for the coordination of the production of the cards. Solution summary: Maximize the Data Cleansing to all cardholder - 8.2 million data set records were used to check against 1.8 million CMS records. Schedule production smoothing peaks to avoid peaks in Customer Contact. Early Communications Strategy Development, building on existing channels. Simple Messages for Customers. 76% Set up strong Project Governance and Reporting model, reaffirming project aims and outcomes. Offer Local Authorities the option to use a free bespoke Data Cleansing Tool. 32
27. Outcome of the card migration project… Total Cards Replaced: 1.262 million. 98% of elderly cardholders with a new card. 99% of disabled cardholders with a new card. Complete Data Cleanse across all Local Authorities. No Disruption to Service. No Councillor receiving complaints. No Minister answering questions in Parliament.
28. What works well… 1 Partnership and Collaboration across Local and National Government, NHS Scotland and other service deliverers. 2 Technical and Process Design staff provide a central knowledge repository, advice and guidance Scotland-wide. 3 Governance / Shared Service model – clarity in funding and responsibility wherever data is involved. GDPR looms ☺ 4 Communication – use of the Knowledge Hub essential for maintaining contact across Scotland. 5 Constant Review and Development. Maximising the feedback from Partners and Stakeholders by continually improving the services. 6 Knowledge Sharing allows us to embrace healthier shared working and increases potential for development opportunities.
29. All publicity helps…
30. 30 Guest Speakers Anna Buchanan & Andy Hyde Life Changes Trust & Upstream Travelling well with dementia
35. johnpopham.wordpress.com
36. http://russelldavies.typepad.com/
37. Summary & Thank You Dr Steve Cassidy ESP Group
38. Close Please enjoy the canapes and don’t forget to check out our website www.the-espgroup.com