Minister On Bus & Ferry Digital Fare System

“It has now been eleven weeks since the introduction of Digital Fare Media for public transportation across Bermuda, including both ferries and buses,” Minister of Transport Wayne Furbert said, adding that they “have seen an average influx of 500 to 700 new users each week.”

Speaking in the House of Assembly today [Sept 27] the Minister said, “This new system marks a significant shift in how passengers access and pay for public transport services, streamlining the entire process for greater efficiency and convenience.

“In the first week following the launch, we sold 1,135 products. By the end of August, this figure nearly doubled to almost 2,000 products sold in the last week of the month. The dollar value of products sold also saw significant growth, with revenue reaching $8,700 in the first week and climbing to $14,700 by the end of August.

“The excitement surrounding this new platform attracted approximately 1,000 new users during the initial week, and by the end of August, we have seen an average influx of 500 to 700 new users each week, totaling over 5,000 users at the end of August. Revenue collection for the first week amounted to around $8,700, while total revenue generated since the inception of the platform until the end of August reached an impressive $109,000.

“Following the completion of Phase One, which enabled passengers to purchase tickets via a mobile app, Phases Two and Three will introduce a host of new features:

• Real-time information for passengers
• The option to pay with credit and debit cards
• Contactless transportation passes that will replace all existing passes, including those for seniors, children, and individuals with special needs
• The ability to purchase digital tickets featuring machine-readable QR codes
• The implementation of a validator system on buses and ferries

“The real-time passenger information system will allow users to track the locations of buses and ferries directly on their mobile devices. Commuters can view a map of Bermuda on the app, giving them a visual representation of the bus or ferry’s location and enabling them to monitor its movements as it approaches.

“Validators, which are compact devices, will be installed on every bus and ferry in the public fleet. Upon boarding, passengers will simply need to tap their phone, debit or credit card, contactless transportation pass, or digital ticket on the validator to confirm their fare payment.

“Phases Two and Three are scheduled to be launched toward the end of the 2024 calendar year.”

The Minister’s full statement follows below:

Mr. Speaker, welcome to the future of transportation! Digital fare media, our Shorelink, is revolutionizing how we navigate our Island, making travel smarter, faster, and more convenient. Together, we are shaping a seamless, efficient, and sustainable journey that empowers everyone to move with ease.

Mr. Speaker, it has now been eleven [11] weeks since the introduction of Digital Fare Media for public transportation across Bermuda, including both ferries and buses. This new system marks a significant shift in how passengers access and pay for public transport services, streamlining the entire process for greater efficiency and convenience. Since its launch, commuters have had the opportunity to experience a more modern, seamless way of purchasing and using fares, eliminating the need for physical fare such as cash. This digital transformation improves accessibility, reduces wait times, and enhances the overall customer experience for Bermuda’s public transit users.

Mr. Speaker, by way of background, in the 2023 Bermuda Government Throne Speech, we pledged to introduce Digital Fare Media as part of our efforts to modernize the public transportation system. The goal of this initiative was to enhance efficiency, improve user experience, and align Bermuda’s transit services with global technological trends. As I stated previously, I am extremely pleased that we have successfully fulfilled this commitment.

Mr. Speaker, Phase One launched on July 8th, 2024, introducing several key features to enhance the travel experience:

• Passengers are able to conveniently purchase fare through a mobile app.
• Once purchased, they can easily board buses or ferries by showing their digital ticket to the operator.
• The operator can verify the type of fare, whether it’s an adult, child, or specific zone fare, by the signal displayed on the passenger’s screen.

Mr. Speaker, I would like to reiterate, since the transition to digital fare media is being implemented in phases, the option to purchase and use traditional fares will remain available throughout this process.

Mr. Speaker, as with any large-scale project rollout, we have faced a few hurdles along the way. The transition process presented several challenges, one of which was that some pages on the app of the system were displayed in French. This issue stemmed from the company’s base operations being in France; however, this was swiftly addressed and rectified.

Another challenge occurred briefly when purchased tickets were not accessible within the app. Thankfully, this glitch was quickly resolved, and it is no longer an issue.

Undertaking a transition of this magnitude is rarely without its difficulties. However, the team has consistently demonstrated a steadfast commitment to providing exceptional customer service. They remain focused on resolving any obstacles that arise, ensuring that the customer experience is both seamless and satisfactory. Their dedication to quality and responsiveness reflects their strong ethos and commitment to excellence.

Mr. Speaker, to ensure we were fully prepared, we established a call center with sufficient staff on standby to provide support if needed. Initially, the center operated from 6 a.m. to 12 p.m. to align with the public transportation service hours, allowing customers to reach out during their commutes. After approximately two weeks, based on the low volume of calls, we adjusted the hours to 8 a.m. to 8 p.m. This shift was a clear reflection of the successful implementation of the digital fare media, despite some initial challenges.

Two weeks later, the hours were further reduced to 9 a.m. to 5 p.m., again demonstrating the reduced demand for support and continued success of the rollout. We began with a team of five staff members covering an 18-hour period but have since streamlined operations to two staff members covering an 8-hour period. Additionally, we deployed three field agents to provide in-person assistance to customers when necessary. This transition and scaling down of resources highlight the smooth integration of the new system and its overall effectiveness.

Mr. Speaker, a comprehensive data collection mechanism enables our teams to closely monitor the system’s performance and progress. The key data points being tracked include the following:

• Total number of users
• Number of fare validations or uses of fares
• Quantity of products sold, including tickets, tokens, and passes
• Total revenue generated from sales.

Mr. Speaker, the trajectory of our progress with the digital fare media initiative is very promising. For instance, in the first week following the launch, we sold 1,135 products. By the end of August, this figure nearly doubled to almost 2,000 products sold in the last week of the month. The dollar value of products sold also saw significant growth, with revenue reaching $8,700 in the first week and climbing to $14,700 by the end of August.

The excitement surrounding this new platform attracted approximately 1,000 new users during the initial week, and by the end of August, we have seen an average influx of 500 to 700 new users each week, totaling over 5,000 users at the end of August. Revenue collection for the first week amounted to around $8,700, while total revenue generated since the inception of the platform until the end of August reached an impressive $109,000.

In terms of fare validations, we started with 858 validations in the launch week. By the end of August, this number had increased significantly, averaging about 4,200 validations per week, representing a remarkable increase in fare usage. This data not only highlights the initial success of the digital fare media system but also underscores the growing acceptance and reliance on this innovative platform among our users.

Mr. Speaker, following the completion of Phase One, which enabled passengers to purchase tickets via a mobile app, Phases Two and Three will introduce a host of new features:

• Real-time information for passengers
• The option to pay with credit and debit cards
• Contactless transportation passes that will replace all existing passes, including those for seniors, children, and individuals with special needs
• The ability to purchase digital tickets featuring machine-readable QR codes
• The implementation of a validator system on buses and ferries

The real-time passenger information system will allow users to track the locations of buses and ferries directly on their mobile devices. Commuters can view a map of Bermuda on the app, giving them a visual representation of the bus or ferry’s location and enabling them to monitor its movements as it approaches.

Validators, which are compact devices, will be installed on every bus and ferry in the public fleet. Upon boarding, passengers will simply need to tap their phone, debit or credit card, contactless transportation pass, or digital ticket on the validator to confirm their fare payment.

The ability to use credit and debit cards will streamline the boarding process, allowing passengers to select their desired fare zones, whether it’s a 3-zone or 14-zone fare, and indicate whether they are purchasing a ticket for a child or an adult. Additionally, passengers can easily purchase tickets for multiple individuals, such as family and friends, when traveling together.

Seniors, children, and individuals with special needs will have the convenience of purchasing their passes through the mobile app. For those without access to a smartphone, a physical contactless pass will still be available, ensuring seamless boarding on buses and ferries.

Phases Two and Three are scheduled to be launched toward the end of the 2024 calendar year.

Mr. Speaker, building on this success, we are excited to move forward with Phases Two and Three. With these upcoming enhancements, we are confident that we will further improve user experience, accessibility, and overall efficiency within the public transportation system, solidifying our commitment to providing a modern and user-friendly transit service for all Bermuda residents and visitors.

Mr. Speaker, thank you.

#BermudaPolitics #BusService #FerryBoats

Category: All, News, technology