Advantage Smartcard Project. Outline The RBWM Smartcard Philosophy The Vision The Pilot Why? Who?...

Advantage Smartcard Project

Outline

• The RBWM Smartcard Philosophy • The Vision• The Pilot• Why? Who? When? How? • Business Case• Outcomes!• Summary

Our philosophy

• Know where it fits in our IS Strategy • Maximise the customer experience• Enhance sales and marketing information• Build on the existing Advantage brand• Trial the introduction of a smart card

combining Leisure, Library and Car Parks• Introduce Smart Cards to all Council

issued cards by 2007 – if substantiated by the Business Case

The vision - 2007

Leisure

Bus passes

School meals

Libraries

Arts centres

Access control

Taxi tokens

Staff pass

Windsor Castle

Car Parks

Pilot – Windsor spring 2004

Leisure Libraries

Arts centres

Car Parks

Middle Ware

Why?

Why?

• Existing single application card products– leisure, library, car parks

• Customer expectations – locally issued, quick turn around

• Card base/usage– Capture of data in all transactions,

(Flash & Go)• Successful Advantage brand

– Regular magazine, Special Offers, 100+ co-promoters

The customer benefits for a multi application card

Long Term Added Value

One card for multiple

services

Tailored communication

Greatersocial

inclusion

Faster, easier access

The service benefits from a multi application card

Lower Overall Unit Costs

at full Roll Out

Less scope for fraud

Single card issuing

and operation

Richer customer

data

Marketing & communication

tools

Who?

The pilot area

Windsor LeisureCentre Users

All Parking throughout Maidenhead & Windsor

Windsor Main Library Users

Pilot

New users

Selecting the cardholders

In Gladstone In Dynix

Frequent users of Windsor

Leisure Centre

Residents in Windsor

Frequent users of Windsor main Library

Car park Users

Frequent Advantage card users

Additional criteria if

insufficient generated

Matched cardholder set

When?

Time plan

Smart Card ProjectConsultationResearch and developmentPlan pilot

Technical SolutionSoftware ConfigurationHardware installationTest

Pilot - WindsorSelect cardholdersMarketingGo-live – Leisure, Parking, Libraries

Evaluation

2002 2003 2004 2005Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3

Roll-out other services based on business caseBenefitsEducationLegoland

E-purseSchool meals-Loyalty

TransportAccess control

How?

The partners

Technical architecture

RBWMAdminUser

ParkingMeter

CardholderDatabase

BizTalk & MultiVue

LibraryServer

Leisure Server

ParkingServer

LibraryPC

Leisure CentrePC

EPOSTerminal

RBWMHelpdesk

User

Internet

Card Issuing Set up

Card Issuing & Payment Terminal

GemPlus ContactReader

(Parking Verification)

Barcode Reader(Card Reading)

Touch Screen

Gladstone ContactlessReader

(Card Issuing & Reading)

Camera

Receipt PrinterCash Drawer

Card Printer

USB

USB

USB / Serial

Parallel

Parallel

RJ11

Serial

Serial

Local card production

Gladstone Cardholder DBMultiVueCardPerson

1: Enter Cardholder details

2: Lookup citizen

4: APACS#

Card Printer

3: Citizen details

5: Update expiry date

6: Print card

7: Update citizen record

8: Update cardholder record

Assumes all cards are pre-APACS'dExpiry date set to historical date sounusable until personalised

Dynix

9: Create / Update Record

(Issuing a one off card whilst the customer waits)

Citizen Data Process

Integration HubBTS/SQL

Upstream

Downstream

MultiVue

In

LeisureLibrary

Channel Port

Channel Port

ChannelPortLeisure Adpt

ChannelPortLibrary Adpt

LeisureAdpt

Library Adpt

Out In Out

Upstream MSMQto

Multiview

Dow nstream MSMQ

Upstream MSMQsfrom

Applications

Channel PortCAMS Adpt

ChannelPortCAMS Adpt

In

CardHolderDataba

se

Out

Citizen DB

Using a card in the Leisure Centre

Card Gladstone Reports DB

1: APACS #

3: Usage data

2: Check hotlist

Using a card in the Library

Card Dynix Reports DB

1: APACS # / Expiry date

4: Usage data

2: Check hotlist

Library App

3: APACS #

Using a card in the Car ParkCard Accent Reports DB

6: APACS # / Error code

7: Check hotlist

4: Date / Time

Metric Server

14: Usage data

15: Usage Data

5:Validate

9: Confirmation

11: Confirmation Response

10: Store date / time

13: Log transaction

Customer

1: Insert card

12: Issue ticket

8: Choose & Pay

2: Select Applet

3: Acknowledgement

Using a card in the Arts Centres

Advantage Card PC Application

1 : Read

3 : Validate & store

Barcode Card

9 : Scan

10 : Store

POST App

2 : Send

4 : Text to Display

6 : Request Details

7 : Text to Display

11 : Text to Display

12 : Display Text

8 : Display Text

5 : Display Text

Transaction Process

Integration Hub

BTS/SQL

Upstream

Downstream

Card HolderDatabase

In

Carpark

LeisureLibrary

Channel Port

Channel Port

Channel Port

ChannelPortCar Park AIC

ChannelPortLeisure AIC

ChannelPortLibrary AIC

Car ParkAdpt

LeisureAdpt

Library Adpt

Out In Out In Out

Upstream MSMQsfrom

Applications

CHDInterface

CHDInterface

Data Flow process - Summary

Library PC

Dynix Server

Leisure PC

Gladstone Server Metric Server

Accent P&D Machine

Card Reader x2 Card Reader x2 Card Reader

GSM

MultiVue

BizTalk Integration Hub

Cardholder Database

Library App

Telnet

Citrix

Patron

Txn

Member Txn Txn

Card Txn

Citizen

WAN

P&D App

WAN

1

1,3,9

2

2,4,10

3,6,13

4,8 7 8

5,6,7,10,13

8,9

HotList

HotList

HotList

HotList

HotList

5 8

Txn

7 8

Version eNick Smith

24/11/03

CardPrinter

Citrix

CardPrinter

RBWM User

11

Verify App

Verify App

RBWMHelpdesk User

Mgt

App

12

BT Parking applet on card

Card

Business Case

Business CaseCase 1

The Citizen Card

A natural progression building directly on the popularity and value of the current Advantage card. Offers fastest potential for take up and returns. Includes provision for non-resident workers. Meets ODPM Required Outcomes (leisure and libraries) **

Case 2

The Visitor Card (*)

Secondary natural progression from “blue” Advantage Card. Designed to attract leisure/shopping visitors to the Borough and includes option for Tourists (see note below). Allows level of “resource management”Meets ODPM Required Outcomes (leisure and libraries) **

Case 3

The School Card

Offers social inclusion, administrative, convenience and security benefits. Experience elsewhere demonstrates success

Case 4

The Staff Card

Offers significant potential administrative costs savings and increased security benefits. Can provide employee benefits for staff retention

Case 5

The Care Card

Offers significant administrative and security benefits for carers, borough admin staff and recipients of care

Business Case - Stake Holder MapRegional Economy

Borough Economy

Other Public Services• Education• Health• Police• eGovernment• Voluntary agencies

LocalBusiness

LocalResidents

VisitorsTourists

Non-LocalResidents

Non-LocalBusiness

Council Mgt

Citizen /SMErelationshipmanagement

System/schememanagement

Other Councils

Council Services

Citizen Card – Business Case Dynamics

Citizen Value

Council administationcost savings

Marketing value fromdata

Sale of data

Charges for cards

Rationalisation ofservice admin

Entitlements

e-governmentservices

Scheme costs

Loyalty

Transport

e-purse

Number of cards

Scheme Marketing

Schools - Business Case Dynamics

Schooladministrative

costs

Inclusivity andprotection

Cash handling

Registration andControl of Resources

Charges to parents

Parental control

Council serviceintegration

Costs to parents

Savings to parents

Visitor/Tourist Card – Business Case Dynamics

Tourist revenues inBorough

Reduction in touristaggravation to citizens

Tourist spend Cost of scheme

Scarce resourcemanagementTransport

e-purse Number of touristsMarketing

Calibre of tourists

Advance ticketing toattractions

+

Care Card – Business Case Dynamics

Cost of Care Provision

Cost of TransportProvision

Hourly chargesfor care

Paperwork and rekeying

Subsidy perjourney

Number of clients

Number of clientcardholders

Number of providercardholders

Number offraudulent claims

Outcomes

Outcomes

• Existing card products - leisure, library, car parks

The multi- application JCOP30 smartcard 100% functionality in pilot areas

• Customer Expectations - locally issued, quick turn around

Locally processed and issued Turn around time has increased from

previous 2 minute average to 5 minutes.Customer and Staff impacts

Outcomes

• Card base/usage - Capture of data in all transactions, (Flash &

Go)Achieved in all base systems95% achieved in integrated pilot system

• Business Case

– Justification for wider roll outComprehensive Business Case produced Investment path unjustified within current

prioritiesLonger Term case stands up, unified outcomes

Outcomes

• Integrated Systems

Middleware solution creates single view of citizen

Business Rules are established for modified processes

Complex integration project benefited from conference call solution sessions.

Lessons learnt being applied across next phase of integration projects using Multiview software solution.

In summary

Achievements

• Met the objectives of the pilot programme

• Spent time strategic planning • Integrated Middleware solution• Business Case to justify next steps

………….the Smartcard remains a tool in integrating services through the customer ID.

From here…

Leisure Libraries

Arts centres

Car Parks

Middle Ware

… to here

Leisure

Bus passes

School mealsLibraries

Arts centres

Access control

Taxi tokens

Staff pass

Windsor Castle

Car Parks

Thank you!