OBJECTIVES Building out one successful mobility portal per province … … where individual...

transcript

OBJECTIVES

Building out one successful mobility portal per province …

… where individual citizens and collective bodies …

… can find information, get advice and buy durable mobility products, as an alternative for the private car.

SITUATING THE ISSUE

CONCEQUENCE:

SITUATING THE ISSUE

MULTIMODAL

ADVICE

TAILOR MADE (PERSONAL)

1 stop shop

1 desk

BECOMES:

SITUATING THE ISSUE

EXPERIENCES ABROAD AND MARKET RESEARCH*

WE LEARNED THAT :

- There is a clear need to 1 integrated offer (location + service)

- This concept has to be put in the market as (result of the ‘concept lab’) :

‘In a world full of information, you really don’t need someone who gives you a heap of leaflets/brochures about mobility. You don’t want a heap of brochures, you want simple advice.

In the mobility shop, you are not snowed under with brochures, but you get personal advice: f.i. what is the best, fastest and cheapest way to get to your destination. Call it your personal GPS-system.

You get that tailor made travel advice in the mobility shop from experienced advisers, who have all the information you need. Tell them your specific needs and they will develop a personal travel plan : which can be a mix of train, tram, car, bus, bicycle, on foot, etc.. You can also apply for information yourself via one of the computers in the shop.

You can find the mobility shop at a central place in all big Flemish cities. It is always attainable by website, telephone and email.’

* Own market research (concept lab) + experiences abroad in the Netherlands, Germany, Great-Britain, US, Sweden, Switzerland and Italy

• personal = important (face to face & tailor made)

• information AND advice AND buy

• the profile of the staffing in the shop = critical factor of success (service, image, credibility)

• telephone + website = at least as important as the physical shop

• essential: balanced and integrated collaboration between the different partners

WE LEARNED THAT :

LED TO CRITICAL FACTORS OF SUCCESS :

LOCATION

& IMPLEMEN

TATION

STAFFING COMMUNI-CATIE

ICT PARTNERS

Central location

Integrated

house styleFriendly, quick,

personal, multi modal

Putting the concept in

the market

Partnerships with

all operators

Performing website

LOCATION

& IMPLEMEN

TATION

ICT PARTNERS

Central location

Integrated

the market

Partnerships with

all operators

Performing website

THE SHOP CONCEPT :

-Flagship store

-Wow-effect

-Transparent, clear

-Principles of mobility & research :

• Fluent flow

• Personal GPS (circuit)

• No queues

• Good access for the disabled

-Multi modal

-3 possibilities for clients : self-service (brochures, web), face-to-face advice and more complex advice

Face2face-advice

Self serviceSelf service

Desk for DisabledDesk for Disabled

LAY-OUT OF THE SHOP

More complex advice

LAY-OUT OF THE SHOP

LOCATION

& IMPLEMEN

TATION

ICT PARTNERS

Central location

Integrated

the market

Partnerships with

all operators

Performing website

STAFFING

Qualitative personnel Multi modal attitude Experienced advisers Customer oriented, quick and efficient Flexible and available collaborators front and back office

LOCATION

& IMPLEMEN

TATION

ICT PARTNERS

Central location

Integrated

the market

Partnerships with

all operators

Performing website

Multicolor ~ multiparty + multi modal

Green basic color ~ durable

Shape ~ dynamical ‘on the road’

From A to B ~ moves

Less CO2 ~ durable. CO2 is known

Baseline = simple, pronounces easily and mentions the essential

LOCATION

& IMPLEMEN

TATION

ICT PARTNERS

Central location

Integrated

the market

Partnerships with

all operators

Performing website

WEBSITE:

CENTRAL ROUTEPLANNER (TAILOR MADE ADVICE,

WITHOUT TO MUCH CLICKS)

WEBSITE:

TOPLOCATIONS PER PROVINCE

ENUMERATION OF ALL PARTNERS

WEBSITE:

FIRST LINE INFORMATION OF EACH PARTNER (FAQ’s)

TELEPHONE

(national) telephone number of ‘Slimweg’ = 070 345 346 Here also : only first line information in scripts to avoid “secret routes”

(people who call the 070-nr of ‘Slimweg’ in stead of the contact center of the NMBS)

LOCATION

& IMPLEMEN

TATION

ICT PARTNERS

Central location

Integrated

the market

Partnerships with

all operators

Performing website

PARTNERS

-Cambio

-Carpool

-Federation of Taxi’s

-Pedestrians movement

-Cyclists league

-Autopia

-Provinci

OBJECTIVES Building out one successful mobility portal per province … … where individual...

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