A report from The Economist Intelligence Unit How mobile is transforming passenger transportation Clearing the way for more liveable cities How mobility is transforming passenger transport: clearing the way for more liveable cities Contents Preface Introduction Reaping returns from mobility Static information and online purchases today Resolving operational headaches through real-time information delivery Resistance to mobility Solving data-quality and technical problems 11 Connecting transit modes: car-sharing and pooling services as the next mobility wave 12 Appendix: survey results 16 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Preface Clearing the way for more liveable cities through mobility is one of four reports in a series that probes how mobile technologies are transforming organisations and lives It examines how a new generation of mobile devices is already making journeys faster, safer and more reliable, while improving efficiency and reducing costs—and explores the great potential of growing amounts of real-time data to better engage and serve passengers Yet, while new technologies offer exciting opportunities, they bring new challenges and regulatory risks The research is anchored by a global survey by The Economist Intelligence Unit (EIU) of 116 transport executives, including public and private transport operators and government and transport agencies The findings and views in this report not necessarily represent the views of the sponsor The author was Sarah Wachter; Carolyn Whelan Who took the survey? Survey results are based on 116 responses from transport executives spanning the globe Most respondents hail from private transportation operators (61%), public transportation operators (21%) and government or transportation agencies (18%) Executives are based in Europe and the Middle East (34%), North America (28%), Latin America (21%) and Africa/CIS (17%) More than half (53%) are C-level executives or equivalent, 17% are vice-presidents or equivalent and 9% are senior managers Two thirds work at organisations with annual revenues of more than $500M Please see the appendix for full survey demographics © The Economist Intelligence Unit Limited 2014 edited the report We would like to thank all of the executives who participated on the record and anonymously for their incisive views Interviewees Adam Cohen, researcher, Transportation Sustainability Research Center, University of California at Berkeley Jacqueline Kopp, research expert on transport, Center for Urban Development, Columbia University Ray LaHood, chair of the MTA (New York’s Metropolitan Transportation Authority) Reinvention Commission and US secretary of transportation from 2009 to 2013 Nathan Marsh, director, performance improvement practice, Ernst & Young Graham Parkhurst, director, Centre for Transport and Society, University of West of England, Bristol Michael Replogle, managing director for policy, Institute for Transportation and Development Policy (ITDP) Bill Wheeler, director of planning, New York’s Metropolitan Transportation Authority Mike Wilson, managing director, transportation practice North America, Accenture How mobility is transforming passenger transport: clearing the way for more liveable cities Introduction Transportation is a sector straining to keep pace with rapid population growth and shifting mobility patterns Its principal pain points are congestion and high costs These headaches are the fallout of an increasingly urbanised and road-networked world with underutilised mass transit systems Pollution from transport and road accidents can cost a developing country up to 5% of its gross domestic product, and these two factors take a greater toll on productivity and lives globally than HIV/AIDS, tuberculosis, malaria or diabetes, according to the 2014 World Bank-led Global Road Safety study In tandem, many transit systems are now a complex maze of urban, regional and inter-regional networks, with many gaps and overlaps Against this backdrop and amid fierce competition for scarce capital, much of the passengertransportation sector is now using mobile devices for discrete, practical purposes: to boost system © The Economist Intelligence Unit Limited 2014 efficiencies, to better engage with riders, and to lower costs The next set of mobile opportunities lies in helping to resolve problems that hobble passengers and operators alike, including congestion, uncertainty and interminably long waits Increasingly, mobile is spurring new service models and generating new revenue streams And as real-time data become increasingly available and integrated across different modes in the transportation supply chain, they could help cure operational headaches and better meet passenger needs through interactive offerings “By linking mobile devices to surface transportation, you can create a much smarter transport system that works…from the bottom up, enabling users to get more effective transport where they need it and save money, too,” says Michael Replogle, managing director for policy at the Institute for Transportation and Development Policy How mobility is transforming passenger transport: clearing the way for more liveable cities Reaping returns from mobility Each transportation subsector is tapping mobility for different reasons, but a common thread among operators is efficiency, cost and passengersatisfaction gains More than half of private transportation operators surveyed by the EIU say mobile devices will help them improve network or on-time performance (55%) Slightly less say mobility is a priority to reduce costs and to increase passenger satisfaction (both 48%) and to boost revenue (36%) Meanwhile, their peers in the public transport sector believe greater use of mobile devices and systems will help boost ridership (44%), passenger satisfaction (33%) and public safety (33%) And government and transport agencies foresee better public safety (60%), greater employment (55%) and curbs in pollution (40%) as the principal benefits These gains will be realised by making commutes easier, by broadening shareduse transport, and by linking transport options, including bike and walking paths, experts interviewed say What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Government or transportation agency Improve public safety Public transportation operator Private transportation operator Increase ridership Improve network or on-time performance 60 Improve employment Increase passenger satisfaction 55 Reduce pollution 40 26 Reduce environmental impact 22 28 Improve public safety 20 Improve workforce safety and productivity 16 22 Increase public revenues Reduce public expenditures 36 Improve passenger safety 28 Reduce costs 20 Increase tax base Increase revenues 28 30 Attract businesses 48 33 Reduce environmental impact Reduce congestion 48 Reduce costs Improve network or on-time performance 35 Reduce security threats Increase passenger satisfaction and loyalty 33 Improve passenger safety Improve community quality of life 55 44 17 Ensure regulatory compliance 10 Improve workforce safety and productivity 11 Reduce congestion Ensure regulatory compliance Source: Economist Intelligence Unit survey, 2014 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Looking ahead, the sector aims in five years to increase its use of mobile technology and data to address its biggest and costliest headaches— relaying information about delays and emergencies The payoffs of a better communications infrastructure include cost savings and cutting © The Economist Intelligence Unit Limited 2014 pollution by applying real-time data to operational decisions—ensuring, for instance, sufficient subway cars at peak or slack times In the future, the growth of this two-way dialogue will further open the door to providing new products and services to passengers How mobility is transforming passenger transport: clearing the way for more liveable cities Static information and online purchases today In this first wave of wireless data delivery, mobile technology is helping transportation organisations better connect with passengers in a more costeffective way According to the EIU survey, providing information on fares, tickets and services; route viewing/planning features; and ticket, pass and trip purchasing are the primary ways operators currently serve passengers through mobile technology As they add new features and functions, transport organisations are increasingly offering mobile-payment options for tickets Easy mobile purchases are now available to commuters through the national rail network in Spain, across southern Ontario, Canada, through the Presto e-payment scheme, and via the Massachusetts Bay Transportation Authority (MBTA) in Boston This shift to mobile is helping reduce costs Mike Wilson, managing director of Accenture’s North American Transportation Practice, reckons the cost of managing fares accounts for roughly 15% of a ticket’s price due to time-consuming paper and customer phone-line transactions This cost drops case study How New York’s MTA is adapting to an influx of millennials ❛❛ The two great trends in the next century are demographic shifts and climate change ❜❜ Ray LaHood, Chair of the Reinvention Commission at New York’s Metropolitan Transportation Authority “The two great trends in the next century are demographic shifts and climate change,” says Ray LaHood, chair of the Reinvention Commission for New York’s Metropolitan Transportation Authority (MTA) and US transportation secretary from 2009 to 2013 Millennials, those born in the 1980s and 1990s, represent 22% of the population in the greater New York region Many eschew car ownership for car-sharing services and the subway, even at odd hours Because many millennials work on flexible or non-traditional schedules and live in neighbourhoods with limited peak subway service, they are dramatically changing commuter © The Economist Intelligence Unit Limited 2014 patterns in greater New York Peak times are becoming flatter, while the greatest ridership growth is now between pm and 11 pm on weeknights, followed by weekends To accommodate the city’s most-connected generation, the MTA has rolled out real-time information on its bus network, installed countdown clocks on major subway platforms and published a map detailing weekend shutdowns in real-time It is also building a fully wireless system in all stations and tunnels This involves installing a communications backbone so that all 460 subway stations can take payments when a rider waves a smartphone at a turnstile or across a reader panel How mobility is transforming passenger transport: clearing the way for more liveable cities to 9% when transactions migrate to smartcards and mobile devices, he adds Transport organisations are also using mobile technology to manage fleets, to exchange information internally, to maintain, inspect and repair vehicles, and to equip attendants to serve passengers on station platforms Globally, transport operators are locking in these wins despite the lack of ubiquitous wireless connections In developed countries, many riders have sophisticated mobile devices; operators are upgrading networks and launching new services to keep pace with passenger expectations for quick updates and easy mobile payments In a poll managed by Coleman Parkes Research on behalf of Accenture in 2012 and 2013 that covered nine © The Economist Intelligence Unit Limited 2014 major world cities, 90% of riders said they expect travel updates on social media, while one in three expect mobile-payment capabilities As these offerings expand, new transport service models are emerging to pair riders with real-time data to plug gaps in the transportation system, particularly over the last mile home Ride-sharing schemes such as Uber, Lyft and Sidecar are proliferating in many countries Uber is now in dozens of cities, guaranteeing door-to-door service in five minutes And Park-o-Pedia in San Francisco helps drivers find nearby parking spaces, says Adam Cohen, a researcher at the Transportation Sustainability Research Center at the University of California at Berkeley How mobility is transforming passenger transport: clearing the way for more liveable cities Resolving operational headaches through real-time information delivery The next mobility wave in transportation, however, will help resolve a pain point that preoccupies the industry and passengers: congestion, by relaying more real-time information on emergencies and delays Congestion was ranked as a top obstacle for both easy and reasonably priced journeys by survey respondents More mobile devices in more hands and more ubiquitous wireless coverage in transportation hubs will drive this change In five years, passengers will use their mobile devices most frequently to receive alerts and instructions related to emergencies, delays and rerouting, and to buy tickets and receive information on fares and routes, according to the EIU survey Experts say that the move is already underway “A lot of agencies are already publishing statistical and geographical information in case of emergencies,” and encouraging third-party developers to build information services around them, says Accenture’s Mr Wilson The city of Ottawa’s smart bus initiative, for example, helps passengers access bus arrival information from © The Economist Intelligence Unit Limited 2014 mobile devices Meanwhile, many US drivers receive real-time traffic data and routing assistance through satellite navigation systems in their vehicles and through global positioning systems in their smartphones But in virtually all countries, insufficient technology investment in the public-transportation sector is slowing the expansion of the integrated platforms needed to deliver real-time transit information region-wide The public-transportation sector spends just one penny of every $10 of total investment on information technology, an Accenture study shows Still, some experts, including Mr Cohen, are skeptical that emergency data is the next big trend for car drivers in the US, because many passengers with access to real-time traffic data are not changing their travel habits, either because real alternative routes don’t exist or it would be too expensive to create them in clogged city centers “The real problem is a lack of alternative routes,” he says How mobility is transforming passenger transport: clearing the way for more liveable cities Resistance to mobility The shift from static to real-time data is being slowed by business case issues Justifying heady investments in mobile services is difficult without a critical mass of passengers equipped with, or open to, accessing real-time data delivery through smartphones or tablets Indeed, roughly one-third (32%) of survey respondents say passengers’ resistance is what most gets in the way of quick and easy access to travel information A similar percentage (29%) cites the lack of a desktop computer Today, of the eight channels that passengers use around the world to plan and manage their journeys, the personal computer (PC) is the most heavily used, followed by customer-service phone lines, according to the survey Less experience with mobile may be the cause “It’s more about education and outreach, [the need] to teach providers and consumers how to fully leverage and use these technologies,” Mr Cohen says “Reliance on customer-service lines in these areas may be due to the comfort level… vs using text messaging or a smartphone app.” But that gap should shrink By 2019, case study Using mobile to untangle Nairobi’s matatu maze ❛❛ The Digital Matatu project illustrates the power of technology to support critical data collection on transport from below It is also a challenge… to start making data available to the public to support entrepreneurship, accountability and better research and policy ❜❜ Jackie Klopp, researcher at the Center for Sustainable Urban Development at Columbia University So-called informal transit systems in the mega-cities of the developing world are the primary way people get around town But the unregulated way in which these systems have developed has created a spaghetti bowl of overlapping routes, unnecessary smog from inefficient routing, and huge traffic jams as buses converge on city centers In Nairobi, for example, 40% of vehicles on the road are matatus, privately owned minibuses that serve as the city’s de-facto bus network Until recently, no map of the network existed, and passengers had to rely on their © The Economist Intelligence Unit Limited 2014 limited knowledge of lines and unofficial stops Now Nairobi’s mobile-savvy population can access a map on mobile phones that was developed by equipping the mobile phones of volunteer mappers with global positioning system (GPS) capabilities Thanks to the digital map, the National Transport and Safety Authority of Kenya is implementing a cashless fare system for matatus that also calculates standardised fares after commuters enter departure and destination information into their mobile devices How mobility is transforming passenger transport: clearing the way for more liveable cities Which mobile services your passengers use today, and which services you expect to support in the future? Mobile feature Now Select all that apply in each column (Number respondents) Two years from now Five years from now Access information on fares, tickets and services View and plan routes 37 52 41 Purchase tickets, passes, or packaged trips 51 39 Receive alerts on delays and rerouting 53 50 45 View and plan mixed mode routes and trips 77 51 46 47 43 61 48 Receive assistance with alternative travel and services in the event of delay or interruptions 42 46 46 45 Receive alerts about emergencies 54 Receive instructions in the event of emergencies 34 38 Receive personalised offers or recommendations 38 Access information about local entertainment, retailers and public services © The Economist Intelligence Unit Limited 2014 47 46 36 37 29 38 38 26 respondents expect smartphones to be the second most popular channel, almost on par with PCs Perhaps that is why executives surveyed see their top opportunities for 2014 as linked to providing 10 42 35 Access information on tickets and services such as taxis or car services Reserve, request and pay for taxis or car services 61 35 38 Source: Economist Intelligence Unit survey, 2014 passengers with real-time information, better network availability inside vehicles, and the ability to make purchases How mobility is transforming passenger transport: clearing the way for more liveable cities ❛❛ A lot of [transport] agencies are already publishing statistical and geographical information in case of emergencies Open data is already happening ❜❜ Mike Wilson, managing director of Transport at Accenture 11 Solving data-quality and technical problems To better connect with passengers via mobile, executives say they face two thorny issues: poor data quality and a lack of data integration Respondents rank a lack of quality transit information across all channels as the top obstacle to faster journeys This may be due to difficulties integrating data and systems across many organisations, which executives rate as the top obstacle to delivering data to mobile devices within five years vs insufficient network coverage or bandwidth today Common data integration hiccups range from smartcards that not work across all transport providers to services that cannot be accessed in a nearby transit zone or a neighbouring country But addressing data-integration problems will be © The Economist Intelligence Unit Limited 2014 neither simple nor fast and will require greater IT investment, says Accenture’s Mr Wilson: “Agencies need to think about a single customer account and more holistic, integrated platforms and invest in vertically integrated solutions To access data in real-time, you need the right IT platforms,” he adds Other data problems concern the need for better data to more fully engage all segments of the population, from the visually impaired to those suffering from dyslexia “The problem is producing technology that is easy to understand by everybody—[people] of all ages and at all levels of education—and hardware that promotes good user interaction,” says Graham Parkhurst, director of the Centre for Transport and Society How mobility is transforming passenger transport: clearing the way for more liveable cities Connecting transit modes: car-sharing and pooling services as the next mobility wave A new era is gradually unfolding in which mobile technology will help solve the transport sector’s biggest operational headaches: congestion and delays Most noteworthy are moves to link transportation modes to smooth inner- and inter-city travel To prepare for this shift, more transit agencies and operators are joining the open-data movement, making their statistical and geographic information publicly available and working with developers to offer new services In the future, ITDP’s Mr Replogle believes system managers will receive real-time intelligence on the location of congestion, system underutilisation and capacity constraints These data will help drivers and system operators avoid traffic and delays, respond to congestion issues more quickly, and help passengers change routes to reach their destinations faster Cleaner transport is also on the sector’s radar through congestion charges and ride-sharing programmes Road transport accounts for one-fifth of CO2 emissions on average, followed by aviation To create cleaner and more efficient transportation systems across metropolitan areas and regions, public-private partnerships are working to boost and generate revenue from vehicle usage data captured The City of Manchester for example, set up a special-purpose vehicle (SPV) scheme in which transport authorities and commercial operators share passenger data and direct marketing efforts Over the next two years, the SPV will roll out a plan by which passengers can buy transit tickets 12 © The Economist Intelligence Unit Limited 2014 through both mobile devices and conventional channels across all transit modes, from the bus and rail network to electric vehicle, park and ride, and bike sharing schemes A big opportunity lies in applying real-time fees using a number-plate recognition system on heavily travelled roads at peak times, according to Mr Replogle Giving a price break to car poolers through a mobile device to monitor vehicle occupants is another area of opportunity “This will pave the way to reprice transport,” says Mr Replogle, who sees some of these price reductions going to passengers Operators are also developing services to pair mobile devices with low-speed transit, such as bike sharing payable by bank card, according to Mr Cohen Matching riders and destinations through mobile devices will help close the gap in ride services through reasonably priced and convenient transport from train station to home, he says In time, the benefits of more connected transport modes will cascade across the transportation ecosystem As real-time data-driven services take root, worries over privacy and safety are growing When developing new mobile-driven products and services, 57% of executives surveyed say security is a top concern and 53% cite safety concerns These concerns are most acute with new ride-sharing schemes; not surprisingly, mobile technology is helping assuage them Some schemes now filter for “friends” in a social network to ensure privacy in ride-share bookings In California, the Public Utilities Commission has How mobility is transforming passenger transport: clearing the way for more liveable cities created a special company status for ride-sharing schemes with online platforms So-called transportation network companies operate under a new regulatory and legal framework designed to ensure that drivers have cleared background checks and are adequately covered by insurance In the future, the sector will gradually shift its efforts from addressing pain points to finding new revenue-generating opportunities Operators will focus on providing more location-based services 13 © The Economist Intelligence Unit Limited 2014 and forging partnerships so they can supply information on the surrounding environment, including, for example, booking a table at the nearest Italian restaurant, experts say “Transport is moving from tracks and trams to a customer-service mindset The benchmark will be against the best companies in service,” says Nathan Marsh, director of the performance improvement practice at Ernst & Young How mobility is transforming passenger transport: clearing the way for more liveable cities Appendix: survey results Percentages may not add to 100% owing to rounding or the ability of respondents to choose multiple responses How does your organisation view mobile technology in relation to your strategy? (% respondents) It is currently our top priority 44 It is currently not our top priority, but it is one of our strategic priorities 39 It is not a priority today, but it will be within years 14 It is not a priority today, but it will be within to years It is not a priority today, and it will not be within years Is your organisation a government or transportation agency or a private or public (primarily state-owned) transportation operator? (% respondents) Government or transportation agency 18 Public transportation operator 21 Private transportation operator 61 14 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Government or transportation agency Improve public safety 60 Improve employment 55 Reduce pollution 40 Improve community quality of life 35 Reduce security threats 30 Reduce congestion 20 Attract businesses 20 Increase tax base Reduce public expenditures What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Public transportation operator Increase ridership 44 Increase passenger satisfaction 33 Improve passenger safety 33 Improve network or on-time performance 28 Reduce environmental impact 28 Reduce costs 28 Improve public safety 22 Increase public revenues 17 Improve workforce safety and productivity 11 Reduce congestion Ensure regulatory compliance 15 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Private transportation operator Improve network or on-time performance 55 Increase passenger satisfaction and loyalty 48 Reduce costs 48 Increase revenues 36 Improve passenger safety 26 Reduce environmental impact 22 Improve workforce safety and productivity 16 Ensure regulatory compliance 10 What channels your passengers use for travel planning and management transactions with your organisation now and how will they use them in the future? Transaction channels for planning and managing travel Now Provide percentage estimates so that each column adds up to 100% (% respondents) Paper Three years from now Five years from now 12 Persaonal computer 33 30 26 Tablet 11 14 17 Smartphone 12 19 25 Feature phone 5 Terminal agents and personal Kiosks 5 Customer-service phone line 15 14 13 16 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Which mobile services your passengers use today, and which services you expect to support in the future? Mobile feature Now Two years from now Five years from now Select all that apply in each column (Number of respondents) Access information on fares, tickets and services 46 View and plan routes 37 52 41 Purchase tickets, passes, or packaged trips 51 39 Receive alerts on delays and rerouting 53 50 45 View and plan mixed mode routes and trips 77 51 47 43 61 48 Receive assistance with alternative travel and services in the event of delay or interruptions 42 46 46 45 Receive alerts about emergencies 54 Receive instructions in the event of emergencies 34 Receive personalised offers or recommendations 38 Access information about local entertainment, retailers and public services 36 37 35 Access information on tickets and services such as taxis or car services Reserve, request and pay for taxis or car services 17 © The Economist Intelligence Unit Limited 2014 38 29 38 38 26 35 38 42 47 46 61 How mobility is transforming passenger transport: clearing the way for more liveable cities What are the greatest challenges that your organisation faces? Please select up to three in each column (Number of respondents) Obstacles to fast journey Obstacles to easy journey Obstacles to reasonably priced journey Lack of quality transit information across all channels (eg, routing, delay, schedule changes, alternate routes information) 50 34 28 30 29 Lack of emergency information and response or assistance 10 Poor access to ticketing facilities (eg, kiosks, windows) or long ticket purchase lines 25 25 29 High ticket prices 24 14 32 Traffic congestion 31 38 36 Frequent schedule changes or delays 28 32 17 Lack of adequate inter-modal connections at transport hubs, stops and in terminals 27 22 23 Lack of final link to home or destination (eg, bus, rail or taxi) 20 20 20 Cost of service 10 20 40 Public safety (eg, crime and accidents) 10 22 11 Lawsuits and regulatory fines 16 How would you rate your organisation’s ability to resolve the following issues? Please select one in each row (% respondents) Well above average for the industry Somewhat above average Average/On par with peers Somewhat below average Lack of quality transit information across all channels (eg, routing, delay, schedule changes, alternate routes information) 35 29 Lack of emergency information and response/assistance 23 37 24 Lack of or difficult to access ticketing facilities (kiosks, windows) or long ticket purchase lines 19 29 34 High ticket prices 18 25 40 Traffic congestion 18 27 35 Frequent planned schedule changes or delays 22 29 29 Frequent unplanned schedule changes or delays 19 27 36 Lack of adequate inter-modal connections at transport hubs, stops and in terminals 17 32 37 Lack of final link to home or destination (eg, bus, rail or taxi) 19 31 35 18 © The Economist Intelligence Unit Limited 2014 Well below average for the industry 28 13 11 11 11 12 12 11 10 How mobility is transforming passenger transport: clearing the way for more liveable cities What are the main obstacles your passengers face in getting easy and rapid access to travel information? Please select the top two (% respondents) Consumer resistance to accessing travel information from mobile devices 32 Lack of a desktop computer 29 Lack of a mobile device 22 Inconsistent quality of experience across all channels (eg, desktop, mobile devices, kiosks, in-person) 22 Difficulties understanding information that is provided 21 Comprehensive information is not available online and mobile 15 Difficulties delivering information to travellers with special needs 14 Real-time information not available 11 Public safety (eg, on platforms) 10 Information not presented in a simple, mobile-accessible manner 10 What are your main technical obstacles in delivering data via mobile devices today, five years from now, and five years ago? Obstacle Please select up to three in each column (Number of respondents) Now Five years from now Five years ago Insufficient network coverage or bandwidth 57 29 43 Lack of onboard Wi-Fi 45 23 34 Difficulties integrating data and systems across many organisations 36 56 33 Difficulties supporting all device platforms and types 31 37 31 Limited smartphone and tablet usage 41 24 44 Data security and privacy 29 37 33 Don’t know 18 18 19 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Where you see the best opportunities for the use of mobile technologies today, and five years from now? Please select up to three in each column (Number of respondents) Now Five years from now Providing commuter/travellers information while travelling 57 32 Providing commuters/travellers information between travel 30 25 Providing commuters/travellers with the ability to make purchases 36 34 Increasing network availability inside vehicles 28 Joining up different transport modes across a city 27 28 Offering location-based data on traffic and congestion 28 35 30 16 Offering location-based services 26 Smart routing (eg, providing passengers with information on faster or less costly routes) 26 37 16 Analysis of travel behaviour 23 Targeted personalised offers for products and services (eg, resulting in direct revenues or third-party commissions and fees) 10 22 As new opportunities for product and service delivery through mobile technology arise, what concerns are also rising for you? Please select up to three (Number of respondents) Security 57 Safety 53 Privacy 41 Competition from new players 29 Price erosion 24 Data regulation 21 Deterioration of existing business 18 Other regulation What is your primary industry Are you familiar with mobile technology trends in transportation? (% respondents) Transportation operator (such as airlines, trains, ferries, rail, buses or taxis) 88 (% respondents) Yes 100 Highway and roads administrator 10 No Service provider (such as the American Automobile Association) 16 Rental car, truck, or two-to-three wheeler supplier 12 20 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities In which country/region are you personally based? Which of the following best describes your title? (% respondents) (% respondents) United States Board member 28 United Kingdom CEO/President/Managing director 10 21 Brazil CFO/Treasurer/Comptroller Argentina CIO/Technology director 16 Africa CMO/Marketing director Germany Other C-level executive Mexico SVP/VP/Director 17 Russia Head of Business Unit France Head of Department Commonwealth Independent States (CIS) Manager 14 Austria Other Italy Spain What are your main functional roles? Switzerland Please select up to three (% respondents) North Africa Customer service 28 Finance 21 What are your organisation's global annual revenues in US dollars? General management 36 (% respondents) Human resources $500m or less Information and research 34 $500m to $1bn 16 IT 16 34 $1bn to $5bn 23 $5bn to $10bn 21 $10bn or more Legal Marketing and sales 20 Risk R&D Strategy and business development 28 Other In which region are you based? (Number of respondents) EMEA 40 North America 32 LATAM 24 Africa/CIS 20 21 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Whilst every effort has been taken to verify the accuracy of this information, neither The Economist Intelligence Unit Ltd nor the sponsor of this report can accept any responsibility or liability for reliance by any person on this white paper or any of the information, opinions or conclusions set out in the white paper About our Sponsor As the world’s leading provider of enterprise application software, SAP delivers products and services that help accelerate business innovation for its more than 183,000 customers in more than 120 countries 22 © The Economist Intelligence Unit Limited 2014 London 20 Cabot Square London E14 4QW United Kingdom Tel: (44.20) 7576 8000 Fax: (44.20) 7576 8476 E-mail: london@eiu.com New York 750 Third Avenue 5th Floor New York, NY 10017 United States Tel: (1.212) 554 0600 Fax: (1.212) 586 0248 E-mail: newyork@eiu.com Hong Kong 6001, Central Plaza 18 Harbour Road Wanchai Hong Kong Tel: (852) 2585 3888 Fax: (852) 2802 7638 E-mail: hongkong@eiu.com Geneva Boulevard des Tranchées 16 1206 Geneva Switzerland Tel: (41) 22 566 2470 Fax: (41) 22 346 93 47 E-mail: geneva@eiu.com [...]... transportation agency 18 Public transportation operator 21 Private transportation operator 61 14 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Government or transportation agency... compliance 6 15 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities What goals does your organisation aim to achieve by prioritising mobile technology in its strategy? Please select up to three (% respondents) Private transportation operator Improve network or on-time performance 55 Increase passenger satisfaction and loyalty... practice at Ernst & Young How mobility is transforming passenger transport: clearing the way for more liveable cities Appendix: survey results Percentages may not add to 100% owing to rounding or the ability of respondents to choose multiple responses How does your organisation view mobile technology in relation to your strategy? (% respondents) It is currently our top priority 44 It is currently not our... but it is one of our strategic priorities 39 It is not a priority today, but it will be within 2 years 14 It is not a priority today, but it will be within 3 to 5 years 3 It is not a priority today, and it will not be within 5 years 0 Is your organisation a government or transportation agency or a private or public (primarily state-owned) transportation operator? (% respondents) Government or transportation. .. Risk 5 R&D 9 Strategy and business development 28 Other 8 In which region are you based? (Number of respondents) EMEA 40 North America 32 LATAM 24 Africa/CIS 20 21 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Whilst every effort has been taken to verify the accuracy of this information, neither The Economist... and personal 7 5 6 Kiosks 5 5 4 Customer-service phone line 15 14 13 16 © The Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities Which mobile services do your passengers use today, and which services do you expect to support in the future? Mobile feature Now Two years from now Five years from now Select all that apply in... regulation 21 Deterioration of existing business 18 Other regulation 5 What is your primary industry Are you familiar with mobile technology trends in transportation? (% respondents) Transportation operator (such as airlines, trains, ferries, rail, buses or taxis) 88 (% respondents) Yes 100 Highway and roads administrator 10 No Service provider (such as the American Automobile Association) 16 Rental car,... How mobility is transforming passenger transport: clearing the way for more liveable cities 5 ❛❛ A lot of [transport] agencies are already publishing statistical and geographical information in case of emergencies Open data is already happening ❜❜ Mike Wilson, managing director of Transport at Accenture 11 Solving data-quality and technical problems To better connect with passengers via mobile, executives.. .How mobility is transforming passenger transport: clearing the way for more liveable cities Which mobile services do your passengers use today, and which services do you expect to support in the future? Mobile feature Now Select all that apply in each column (Number respondents) Two years from now Five... tickets and services such as taxis or car services Reserve, request and pay for taxis or car services 17 © The Economist Intelligence Unit Limited 2014 38 29 38 38 26 35 38 42 47 46 61 How mobility is transforming passenger transport: clearing the way for more liveable cities What are the greatest challenges that your organisation faces? Please select up to three in each column (Number of respondents) ... through mobility is one of four reports in a series that probes how mobile technologies are transforming organisations and lives It examines how a new generation of mobile devices is already making... managing director, transportation practice North America, Accenture How mobility is transforming passenger transport: clearing the way for more liveable cities Introduction Transportation is a sector... Economist Intelligence Unit Limited 2014 How mobility is transforming passenger transport: clearing the way for more liveable cities What goals does your organisation aim to achieve by prioritising