Welcome to the 2014 Oyster Ticket Stop Training Seminar

Oyster Sales Service Agent Training 2014Oyster Sales Service Agent Training 2014


Fire ExitFire Exit

Please be aware of the fire exitsPlease be aware of the fire exits Should the fire alarm sound leave the Should the fire alarm sound leave the

training room, follow the green fire training room, follow the green fire exit signs and make your way exit signs and make your way downstairs to the front door with the downstairs to the front door with the trainertrainer

Leave the building by the front doorLeave the building by the front door


Oyster Ticket Stop Seminar AgendaOyster Ticket Stop Seminar Agenda

Brief Oyster Sales Service historyBrief Oyster Sales Service history

Bus & Rail ZonesBus & Rail Zones

Ticket RangesTicket Ranges

PhotocardsPhotocards

Other ProceduresOther Procedures

Oyster cardsOyster cards

Training on xPERT TerminalTraining on xPERT Terminal


Oyster Sales Service HistoryOyster Sales Service History

1981 Founded as London District Pass Distributors1981 Founded as London District Pass Distributors

1994 First EPoS electronic tickets issued1994 First EPoS electronic tickets issued

1995 First Smartcard trial in Harrow1995 First Smartcard trial in Harrow

1998 Became part of TranSys under Prestige1998 Became part of TranSys under Prestige

2003 New Retail Terminal launched to replace EPoS Terminal2003 New Retail Terminal launched to replace EPoS Terminal

2003 Oyster card launched2003 Oyster card launched

2008 Network = 2250 Oyster agents and 1500 manual retailers2008 Network = 2250 Oyster agents and 1500 manual retailers

2008 xPERT device launched2008 xPERT device launched

2009 Network = 3950 Oyster Ticket stops 2009 Network = 3950 Oyster Ticket stops

2010 Now Oyster Sales Service2010 Now Oyster Sales Service

2011 Paper tickets withdrawn from OSS agents2011 Paper tickets withdrawn from OSS agents

2012 10 year anniversary of Oyster card2012 10 year anniversary of Oyster card


Bus ZonesBus Zones

All Bus & Tram passes cover all All Bus & Tram passes cover all

zones for 7 days, a month and a yearzones for 7 days, a month and a year

Tickets are valid on some routes Tickets are valid on some routes

outside greater London (see TfL outside greater London (see TfL

website)website)


Rail Zones Rail Zones

There are 9 LUL Rail Zones plus A, B There are 9 LUL Rail Zones plus A, B and C and C

Some stations are joint zoned (see Some stations are joint zoned (see map)map)

Always refer to map for guidanceAlways refer to map for guidance


Products availableProducts available

Oyster -Oyster - season tickets season tickets (7 Day, Monthly, Annual) (7 Day, Monthly, Annual)

- single fares - single fares

(pay as you go)(pay as you go)

What is capping?What is capping?

Capping is the maximum amount that the Capping is the maximum amount that the customer will pay in a 24 hour period customer will pay in a 24 hour period (from 0430 and before 0430 the next day) (from 0430 and before 0430 the next day) using pay as you gousing pay as you go

The rate is based on the time, mode, zone The rate is based on the time, mode, zone and direction of travel and direction of travel

Adult capping is the equivalent of a One Adult capping is the equivalent of a One Day Travelcard (see price list) or £4.40 if Day Travelcard (see price list) or £4.40 if used only on the bus/tramused only on the bus/tram



7 Day, Monthly & Annual 7 Day, Monthly & Annual (period) Bus & Tram Passes(period) Bus & Tram Passes

All Children aged 5-15 inclusive travel free on All Children aged 5-15 inclusive travel free on buses & tramsbuses & trams

16 and 17 year olds (now 16+) in full time 16 and 17 year olds (now 16+) in full time education and living in London travel free on education and living in London travel free on buses & trams. Those not in full time education buses & trams. Those not in full time education and/or not living in London can buy half the adult and/or not living in London can buy half the adult fare on buses & trams.fare on buses & trams.

Student Oyster photocard (now 18+) holders buy Student Oyster photocard (now 18+) holders buy period tickets with 30% discountperiod tickets with 30% discount

Apprentice Oyster photocard holders save 30% Apprentice Oyster photocard holders save 30% against the price of adult rate Bus & Tram Passesagainst the price of adult rate Bus & Tram Passes

Adults buy Adult rate period tickets Adults buy Adult rate period tickets Jobcentre Plus and Bus & Tram photocard holders Jobcentre Plus and Bus & Tram photocard holders

can purchase reduced rate 7 Day and Monthly Bus can purchase reduced rate 7 Day and Monthly Bus & Tram Passes& Tram Passes


7 Day and Monthly 7 Day and Monthly TravelcardsTravelcards

Children age 5-15 require Oyster Children age 5-15 require Oyster photocard to buy child period Travelcardsphotocard to buy child period Travelcards

16 and 17 year olds (16+) require an 16 and 17 year olds (16+) require an Oyster photocard to receive half the adult Oyster photocard to receive half the adult fare period Travelcardsfare period Travelcards

Students (18+) require an Oyster Students (18+) require an Oyster photocard to receive period Travelcards photocard to receive period Travelcards with 30% discountwith 30% discount

Apprentice Oyster photocard holders save Apprentice Oyster photocard holders save 30% against the price of adult rate 30% against the price of adult rate Travelcards Travelcards

Adults buy Adult rate period Travelcards Adults buy Adult rate period Travelcards


PhotocardsPhotocards

Photocards are required to prove age Photocards are required to prove age and eligibility to purchase tickets and eligibility to purchase tickets

Adults do not require photocards Adults do not require photocards (unless they are entitled to (unless they are entitled to discounted travel)discounted travel)

Oyster card/Oyster photocardOyster card/Oyster photocard Adult – standard Oyster card Adult – standard Oyster card issued by agentsissued by agents Jobcentre Plus – standard Oyster card + Discount Jobcentre Plus – standard Oyster card + Discount

Entitlement Entitlement loaded by agentsloaded by agents Bus & Tram Discount – standard Oyster card + Bus & Tram Discount – standard Oyster card +

Discount Entitlement Discount Entitlement loaded by agentsloaded by agents National Rail Railcard– standard Oyster card + National Rail Railcard– standard Oyster card +

Discount Entitlement Discount Entitlement loaded by agentsloaded by agents Child – application forms for Oyster photocard Child – application forms for Oyster photocard

available at Post Offices or onlineavailable at Post Offices or online 16+ -application forms for Oyster photocard 16+ -application forms for Oyster photocard

available online only from 1available online only from 1stst July 2014 July 2014 18+ –application forms for Oyster photocard 18+ –application forms for Oyster photocard

available online onlyavailable online only Apprentice Scheme - application forms for Oyster Apprentice Scheme - application forms for Oyster

photocard photocard available online onlyavailable online onlyOyster Sales Service Agent Training 2014Oyster Sales Service Agent Training 2014


Jobcentre Plus photocardJobcentre Plus photocard Issued to people on the New Deal scheme Issued to people on the New Deal scheme

by the Employment Service agencyby the Employment Service agency Participants must be 16 years of age and Participants must be 16 years of age and

overover Photocards are valid for a maximum of 3 Photocards are valid for a maximum of 3

monthsmonths Holders can purchase any child rate Holders can purchase any child rate

season ticket on Oyster and can pay as season ticket on Oyster and can pay as you go at child rateyou go at child rate

Always check that the person presenting Always check that the person presenting the card is the photocard holderthe card is the photocard holder


Bus and Tram discount Bus and Tram discount photocardphotocard

Issued to people on income supportIssued to people on income support Photocards issued by the Post OfficePhotocards issued by the Post Office Photocards valid for 6 monthsPhotocards valid for 6 months Holders can purchase reduced rate 7 Day Holders can purchase reduced rate 7 Day

and Monthly bus & tram passesand Monthly bus & tram passes Holders pay reduced rate fares on buses Holders pay reduced rate fares on buses

and trams using pay as you goand trams using pay as you go Always check that the person presenting Always check that the person presenting

the card is the photocard holderthe card is the photocard holder


National Rail Railcard National Rail Railcard

Issued to holders of Disabled, HM Forces, Issued to holders of Disabled, HM Forces, Senior or Young Persons RailcardSenior or Young Persons Railcard

Holders can load pay as you go and Holders can load pay as you go and benefit from a capped rate of 34% below benefit from a capped rate of 34% below the standard capped rate when using the standard capped rate when using Tube, London Overground, DLR and some Tube, London Overground, DLR and some National Rail servicesNational Rail services

No discounts on buses and tramsNo discounts on buses and trams No discounts on any other ticketsNo discounts on any other tickets


Child (5-15) Oyster Photocards Child (5-15) Oyster Photocards Application forms (5-10,11-15) are available Application forms (5-10,11-15) are available

from Post Offices in Greater London or onlinefrom Post Offices in Greater London or online 5-10 and 11-15 Oyster photocards allow free 5-10 and 11-15 Oyster photocards allow free

travel on buses and tramstravel on buses and trams 5-10 Oyster photocards also allow free travel on 5-10 Oyster photocards also allow free travel on

Tube, London Overground, DLR and some Tube, London Overground, DLR and some National Rail services whether accompanied by National Rail services whether accompanied by an adult or not. Children without a 5-10 Oyster an adult or not. Children without a 5-10 Oyster photocard will need to be accompanied by an photocard will need to be accompanied by an adult holding a valid ticket/freedom pass in adult holding a valid ticket/freedom pass in order to travel freeorder to travel free

11-15 Oyster photocard holders can pay child 11-15 Oyster photocard holders can pay child rate Oyster single fares on the Tube, London rate Oyster single fares on the Tube, London Overground, DLR and some National Rail Overground, DLR and some National Rail services and can buy child rate season services and can buy child rate season TravelcardsTravelcards

16+ Zip Oyster Photocards 16+ Zip Oyster Photocards Paper application forms for 16+ Zip Oyster Paper application forms for 16+ Zip Oyster

photocards will not be available or accepted at Post photocards will not be available or accepted at Post Offices from 1 July 2014.Offices from 1 July 2014.

Customers who need to apply for a 16+ Zip Oyster Customers who need to apply for a 16+ Zip Oyster photocard from 1 July can only apply photocard from 1 July can only apply online at online at tfl.gov.uk/photocard. tfl.gov.uk/photocard.

16+ Zip Oyster photocards allow travel at a 16+ Zip Oyster photocards allow travel at a reduced rate on bus, Tube, tram, DLR, London reduced rate on bus, Tube, tram, DLR, London Overground and most National Rail services in Overground and most National Rail services in London. London.


16+ Zip Oyster Photocards 16+ Zip Oyster Photocards The following changes will apply for online The following changes will apply for online

applications from 20 August 2014 to speed up the applications from 20 August 2014 to speed up the process:process:

Those aged 16 or 17 on 31 August 2014 won’t Those aged 16 or 17 on 31 August 2014 won’t have to prove that they are in full time education. have to prove that they are in full time education. Customers aged 18 on 31 August 2014 will still Customers aged 18 on 31 August 2014 will still have to prove that they are in full time education have to prove that they are in full time education

Customers that already have a web account Customers that already have a web account won’t have to provide proof of their age againwon’t have to provide proof of their age again

London residents will be able to use the London residents will be able to use the credit/debit card they use as payment to prove credit/debit card they use as payment to prove their London residency. their London residency.


16+ Zip Oyster Photocards 16+ Zip Oyster Photocards Promotion of online only application route:Promotion of online only application route: TfL will be contacting all customers whose 11-15 or TfL will be contacting all customers whose 11-15 or

16+ Zip Oyster photocard expires on 30 September 16+ Zip Oyster photocard expires on 30 September 2014 early in July to make them aware that they 2014 early in July to make them aware that they will need to apply online. will need to apply online.

On 20 August TfL will email these customers to On 20 August TfL will email these customers to remind them that they can now apply online for remind them that they can now apply online for their 16+ Zip Oyster photocard. their 16+ Zip Oyster photocard.

There will also be:There will also be:

adverts in the Metro, posters on the buses, adverts in the Metro, posters on the buses, and and the TfL website updated with this the TfL website updated with this information. information.

Schools already aware of these online changesSchools already aware of these online changes


18+ Oyster Photocards 18+ Oyster Photocards

Issued to people enrolled withIssued to people enrolled with a school, college or a school, college or university that's registered on the TfL scheme, on university that's registered on the TfL scheme, on a mandatory work placement in London or on an a mandatory work placement in London or on an eligible full-time or part-time courseeligible full-time or part-time course

Applicants must be 18 or aboveApplicants must be 18 or above Applications made online onlyApplications made online only Holders save 30% off adult rate 7 Day or Monthly Holders save 30% off adult rate 7 Day or Monthly

Travelcards and 7 Day, monthly or annual bus & Travelcards and 7 Day, monthly or annual bus & tram passestram passes



Apprentice Oyster photocardApprentice Oyster photocard Issued to people enrolled on an approved Issued to people enrolled on an approved

apprenticeshipapprenticeship Applicants must be 18 or aboveApplicants must be 18 or above Applications made online onlyApplications made online only Photocards valid for 12 monthsPhotocards valid for 12 months Holders save 30% off adult rate 7 Day or Holders save 30% off adult rate 7 Day or

Monthly Travelcards and 7 Day, monthly Monthly Travelcards and 7 Day, monthly or annual bus & tram passesor annual bus & tram passes

PAYG can be added but Oyster single PAYG can be added but Oyster single fares will be charged at the adult ratefares will be charged at the adult rate


Apprentice Oyster photocardApprentice Oyster photocard

Always check that the person presenting the card Always check that the person presenting the card is the photocard holderis the photocard holder

The tickets will appear on the xPERT as:The tickets will appear on the xPERT as:- ““Travelcard – App”Travelcard – App”- ““Bus & Tram – App”Bus & Tram – App”

Please ensure that you issue the correct Please ensure that you issue the correct discounted ticket against the Oyster photocarddiscounted ticket against the Oyster photocard


Expiry Dates on PhotocardsExpiry Dates on Photocards

Always check expiry dates on Always check expiry dates on photocards before issuing ticketsphotocards before issuing tickets

The xPERT Terminal will not The xPERT Terminal will not allow tickets purchased on allow tickets purchased on Oyster to expire later than the Oyster to expire later than the photocard expiry datephotocard expiry date


Lost PhotocardsLost Photocards

Jobcentre Plus, Bus & Tram, NR Jobcentre Plus, Bus & Tram, NR Railcard + Oyster cardRailcard + Oyster card

Customer obtains another photocard Customer obtains another photocard from the issuing source and the from the issuing source and the agent changes customer details agent changes customer details using “Change Details” optionusing “Change Details” option


SecuritySecurity

Comply with security requirements (see Comply with security requirements (see OSS manual page 19)OSS manual page 19)

Report any suspicious activity in or outside Report any suspicious activity in or outside your shopyour shop

Check photocards before issuing Check photocards before issuing ticket/Oyster cardticket/Oyster card

Security is your responsibilitySecurity is your responsibility Keep all stock in safe/locked cupboardKeep all stock in safe/locked cupboard


Order procedureOrder procedure All products ordered via the Agent Support All products ordered via the Agent Support

helpdesk if requiredhelpdesk if requiredOyster cardsOyster cardsTill RollsTill RollsWalletsWallets

Freepost envelopesFreepost envelopesRegistration formsRegistration forms

You can place orders by contacting the helpdesk You can place orders by contacting the helpdesk by using the following options:by using the following options:

Phone on 020 7712 1100Phone on 020 7712 1100

Fax on 020 7712 1151Fax on 020 7712 1151

Email on [email protected] on [email protected]


Payment for salesPayment for sales

Weekly direct debit on WednesdayWeekly direct debit on Wednesday DD is collected at midnight DD is collected at midnight

Tuesday/WednesdayTuesday/Wednesday Ensure money is banked and cleared Ensure money is banked and cleared

by close of play Tuesdayby close of play Tuesday DD collected a day later during bank DD collected a day later during bank

holiday weeksholiday weeks 3 failed DD’s will result in 3 failed DD’s will result in

terminationtermination


TfL Travel diariesTfL Travel diaries

If requested by TfL please hand out If requested by TfL please hand out travel diaries to passengerstravel diaries to passengers

Information gathered on travel Information gathered on travel patterns is used by TfLpatterns is used by TfL

Payment is made to agent for each Payment is made to agent for each completed diary returnedcompleted diary returned

Quarterly draw for passengers to win Quarterly draw for passengers to win cash prizescash prizes


MSS visitMSS visit

Agents will be mystery shopped each Agents will be mystery shopped each year (quarterly programme)year (quarterly programme)

Shopper will complete report on Shopper will complete report on outcome of visitoutcome of visit

Reports compiled and sent to TfL and Reports compiled and sent to TfL and OSSOSS

Feedback good/bad via your repFeedback good/bad via your rep


Fares Revision seminarsFares Revision seminars

Held annually in November Held annually in November DecemberDecember

Attendance is mandatoryAttendance is mandatory Initial notification in SeptemberInitial notification in September Invitation sent 4 weeks before Invitation sent 4 weeks before

seminarseminar


Representative visitRepresentative visit

Visit every 26 weeksVisit every 26 weeks Count all stock and consumables and Count all stock and consumables and

re-order if requiredre-order if required Check procedures are being followed Check procedures are being followed

and retrain if requiredand retrain if required Discuss MSS reportDiscuss MSS report Check POS and replenishCheck POS and replenish


Selling Your Shop?Selling Your Shop? 8 weeks notice is required8 weeks notice is required Contact Agent Network immediatelyContact Agent Network immediately Buyer invited to HQ for interviewBuyer invited to HQ for interview Buyer is credit researchedBuyer is credit researched Buyer attends training seminar at HQBuyer attends training seminar at HQ OSS Rep completes changeover on agreed dayOSS Rep completes changeover on agreed day Advise HQ if plans changeAdvise HQ if plans change Please remember it is our decision to continue the Please remember it is our decision to continue the

agency if you sell your shop, you cannot sell the agency if you sell your shop, you cannot sell the agency with the shop agency with the shop

Shops changing owners within 6 months of being Shops changing owners within 6 months of being appointed will lose the agency and it will be appointed will lose the agency and it will be allocated elsewhereallocated elsewhere


xPERT Terminal trainingxPERT Terminal training

xPERT is connected to your main business phone xPERT is connected to your main business phone line. It receives calls and does not dial out other line. It receives calls and does not dial out other than emergency pollingthan emergency polling

Should not be attached to alarm lineShould not be attached to alarm line Phone line (no more than 3 devices on one line)Phone line (no more than 3 devices on one line) All changes to ticket files and software are All changes to ticket files and software are

performed over this line. Please ensure that your performed over this line. Please ensure that your terminal is available to be polled at all timesterminal is available to be polled at all times

Power supply – standard plug inPower supply – standard plug in Advise us of opening and closing timesAdvise us of opening and closing times If your XP develops a fault phone agent supportIf your XP develops a fault phone agent support Hours of cover are 0800-1800 Monday to Friday Hours of cover are 0800-1800 Monday to Friday

excluding public holidaysexcluding public holidays


Oyster card


Oyster cardOyster card

Oyster is a plastic smartcard with a microchip Oyster is a plastic smartcard with a microchip inside that holds the validity of the ticket. It is a inside that holds the validity of the ticket. It is a touch and pass system. Other than on buses and touch and pass system. Other than on buses and trams, customers must always touch in and touch trams, customers must always touch in and touch outout

There is a £5 deposit on all cards at first There is a £5 deposit on all cards at first transactiontransaction

Oyster cards can be reloaded and used over and Oyster cards can be reloaded and used over and over againover again

Oyster cards can be registered (mandatory in Oyster cards can be registered (mandatory in some cases)some cases)



Oyster cards can hold up to 3 different Oyster cards can hold up to 3 different tickets and up to £90 in pay as you go.tickets and up to £90 in pay as you go.

Oyster cards can also hold:Oyster cards can also hold:7 Day Bus & Tram passes/Travelcards 7 Day Bus & Tram passes/Travelcards Monthly Bus & Tram Monthly Bus & Tram

passes/Travelcardspasses/TravelcardsAnnual Bus & Tram passesAnnual Bus & Tram passes

All products loaded on an Oyster card can All products loaded on an Oyster card can be voided within an hour of issue provided be voided within an hour of issue provided they have not been usedthey have not been used


Oyster card registrationOyster card registration Forms are available from Agents, Tube and Forms are available from Agents, Tube and

London Overground stations and Travel London Overground stations and Travel Information CentresInformation Centres

Forms completed by customer, including name, Forms completed by customer, including name, full address and postcode plus password. If any of full address and postcode plus password. If any of these are missing reject the formthese are missing reject the form

Registration is mandatory on Monthly and Annual Registration is mandatory on Monthly and Annual tickets and all Oyster cards that have a Discount tickets and all Oyster cards that have a Discount Entitlement (Jobcentre Plus, Bus & Tram Discount, Entitlement (Jobcentre Plus, Bus & Tram Discount, National Rail Railcard)National Rail Railcard)

Registration is optional on all other tickets and Registration is optional on all other tickets and pay as you gopay as you go

Customers who have lost registered cards can Customers who have lost registered cards can claim a refund on the lost ticket/pay as you go – claim a refund on the lost ticket/pay as you go – ask customer to contact the Oyster Help Deskask customer to contact the Oyster Help Desk


Oyster card registrationOyster card registration When registering, the agent enters the password, When registering, the agent enters the password,

and, if applicable, the photocard number and and, if applicable, the photocard number and expiry date (Jobcentre Plus, Bus & Tram and expiry date (Jobcentre Plus, Bus & Tram and National Rail Railcard)National Rail Railcard)

Agent issues Oyster card, completes bottom Agent issues Oyster card, completes bottom section of form including agent number and section of form including agent number and Oyster card number. Incomplete forms will mean Oyster card number. Incomplete forms will mean unregistered cards and unhappy customers and unregistered cards and unhappy customers and agents do not receive any payment!agents do not receive any payment!

Forms must be posted daily to Dawleys in Forms must be posted daily to Dawleys in Freepost envelopesFreepost envelopes

50p for each correctly completed form returned50p for each correctly completed form returned





Demonstration of registration Demonstration of registration process and setting discountsprocess and setting discounts

Change DetailsChange Details Load TKTLoad TKT Void TKTVoid TKT Load pay as you goLoad pay as you go Void pay as you goVoid pay as you go Negative balanceNegative balance


Agent Reports F4 Admin MenuAgent Reports F4 Admin Menu

F2 End of DayF2 End of Day – closes current shift – closes current shift and produces a report of the and produces a report of the complete complete day. day. ALSO CLOSES YOUR ALSO CLOSES YOUR TERMINAL!!!TERMINAL!!!

F3 Print Day ReportF3 Print Day Report – produces a – produces a report of all your day salesreport of all your day sales

F4 Display Day ReportF4 Display Day Report – an on – an on screen breakdown of your day’s salesscreen breakdown of your day’s salesPress down arrow to second screenPress down arrow to second screen


AgentAgent ReportsReports

F2 Reprint EODF2 Reprint EOD – reprints the – reprints the previous end of day reportprevious end of day report

F3 Reprint lastF3 Reprint last – reprints previous – reprints previous report or second receipt of latest report or second receipt of latest transactiontransaction

F4 Print Invoice F4 Print Invoice – prints copy of – prints copy of your most recent invoice your most recent invoice Press down arrow to third screenPress down arrow to third screen


Agent ReportsAgent Reports

F2 Change PINF2 Change PIN – enables you to – enables you to change your PIN numberchange your PIN number

Use up and down arrows to toggle Use up and down arrows to toggle between screensbetween screens

Thank you for Thank you for comingcoming


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Welcome to the 2014 Oyster Ticket Stop Training Seminar

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