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Overview of the Presentation
Over view of Nol
Detailed View of Nol
Bench Marking and
Feasibility study
Implementation &
challenges
Project Outcome
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Introduction
About the Organization
The Roads and Transport
Authority (RTA) was formed by
the decree number 17 for the
year 2005 to provide high quality
infrastructure facilities, and an
advanced transport network for
the people of Dubai, which is one
of the fastest growing cities in
today's world
Vision Safe and Smooth Transport for all
Mission
To prepare legislation and develop integrated solutions of
road systems and land/marine transportation networks that
are safe and in line with Dubai’s economic development
plans and the highest international standards
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Introduction
About the Organization
According to the above structure, RTA offers list of Products and Services per agency
RTA branches are scattered in Dubai area with the H.Q. in Um Rumool area
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About Nol:
Nol Card is a unified smart card that enables Dubai’s
customers to pay for the use of various RTA transport
modes in Dubai with a single card.
What is Nol?
Current Nol
Future Nol
Currently Nol Card can be used to travel on Dubai's
Metro, Buses, Water Buses, RTA's Paid Parking.
Maybe in future Nol Card can be used for micro payments,
using Dubai taxi’s, hotel access keys, combined with debit /
credit cards etcetcetcetc
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The Idea
How was the opportunity of the Project identified ?
The growing status of Dubai
as a global business hub
prioritizes the provision of a
safe and smooth transport
system. As a result, an
effective & an integrated
transport system capable of
achieving the strategic
objective of RTA by increasing
the Public Transports
ridership from 6% to 30% by
2020.
The growing status of Dubai
as a global business hub
prioritizes the provision of a
safe and smooth transport
system. As a result, an
effective & an integrated
transport system capable of
achieving the strategic
objective of RTA by increasing
the Public Transports
ridership from 6% to 30% by
2020.2005(6%)
2011(9.7%)
2020(30%)
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The Idea
Similar Projects and Creativity
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The Idea
What were the Project challenges?
The Idea
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Project Planning
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The Idea
Tools/ Techniques to implement the project
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The Idea
Utilize Nol e-services
Travel
Buy and top up the card
10 e-Services
� External Sales agents .
� RTA Sales agents .
� Self Services
4 Million
Current Partners
Water Bus
Metro
Buses
Parking
Future Partners
Taxi
Nakheel Monorail
Other Emirates
Micropayments
Communications
Clearing House
Disaster Recovery
Total TXN: 650 M
Trips : 300 M
privateParking
Availability 99.9%
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High level Mechanism
The Idea
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System Specification has been selected by high qualified team in cooperation with the
highest standards in similar projects and were documented and signed by all service
providers to develop the system for the pilot testing
The Financial System (OCHS) has been designed based on the business requirements
and RTA needs with a high level of security and high standard specification.
Mifare is the Type of smart contactless card selected to be used for the Project based on
special services to fit the needs of users of public with high level of Security
Mifare is the Type of smart contactless card selected to be used for the Project based on
study done by the Project team and the recommendation from the consultant . It is
environmentally friendly card, able to absorb technologies development and provide
special services to fit the needs of users of public with high level of Security
New Fare structure was introduced based on the Zonal fare recommended by RTA
management to fit into the need of Dubai and Public transport users. Dubai divided into 7
Zones and 4 types of cards with special concession fare introduced
Project design
The Idea
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Zonal fare structure has
been recommended by RTA
management and the
project Stakeholder to fit
into the need of Dubai and
Public transport users after
intensive study and
research between various
types of Fare structure
implemented in similar
project ( Distance fare , Flat
fare, sectional Fare,…)
Dubai divided into 7 Zones
and 4 types of cards with
special concession fare
introduced
88%
6%
4%
2%
Zonal Fare structure
Comparison of Fare
Structure Quality
and feasibility
The Idea
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A very high level technology was used in the Security Integration consistent with the
standards of electronic trading Key Management System (KMS), which allow the system
admin to change the secret code whenever required.
The major part of the project was the financial and operational reports; hence Cognos
System has been used to ensure accurate data and information that will be later a
mainstay and the main feeder to the Business development the strategic plans of Dubai
Communication and Reporting system
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People Involvment
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The project revolves around the implementation Automated Fare System and the Clearing house which
was managed by the unified card considering the interface points with the other AFC systems ( Metro ,
Buses , Water Buses and Parking system)
Project structure
The end to end process mapping was
done along with project team to
understand the customer requirements.
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People Involvement
Desig
nin
g
Imp
lemen
tation
Testing Team Issue Resolution Team
AFC software upgrade team
Fare structure Team AFC Integration Team
Au
tom
ate
d F
are
co
lle
ctio
n
ste
eri
ng
co
mm
itte
e
144/2
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Project Management
Steering committee was formed to manage the program and control the specification of the
system during the implementation phases, adding to that number of sub teams and
committees were formed to give the required support to the Main committee and manage
the implementation phases ( as shown below)
The budget has been identified within the feasibility study
prepared in the planning phase of the Project
People Involvement
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Project structure
The Project was fully Subsidized by RTA
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Process
Efforts combined to launch the project on time in conjunction with the launch of Dubai
Metro 090909, the Plan was shared and agreed with all integrated projects and service
providers based on the Business requirements and RTA strategic objectives.
Efforts combined to launch the project on time in conjunction with the launch of Dubai
Metro 090909, the Plan was shared and agreed with all integrated projects and service
providers based on the Business requirements and RTA strategic objectives.
Project plan
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Process
1st Quarter 2011 2nd Quarter 2011 2012 2013
30-day Senior Pass PCTVM, TOM,
SAD
30-day Student Pass PCTVM, TOM,
SAD
6-Month Special-Need Pass
PC TOM, SAD
Single Trip(s) Gold CT* TVM, TOM
CT Interposable TOM of respective PTO
Daily Adult Pass CT* TVM, TOM
PC Activation IVR
Single Trip(s) CT* TVM, TOM
Activating PC TOM
Apply for PC Concessionary TOM, Online
30-day Adult Pass PCTVM, TOM,
SAD
List of Online Services (for Card Holders):
- Enquire Transaction History (Full)
- Enquire Transaction History (Limited)
- Register Complaints/Enquiries/Claims
-Track Refunds / Claims
- Report a Lost Card
- Manage your profile
List of e-services (for Business Entities):
- Raise and Track Claims
- Make & Track A Card Orders
- Manage Devices
- View Reports
- Manage profile
Apply for Auto-reload TOM
Reload ePurse / Product
Online
Merchant Acquirer
Non- Transport Merchant
Non-Transport Merchant (Agents)
Loyalty Points Redemption
TOM, Online
Upgrading and enhancing the Fare
structure
Project Development
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Process
The project was evaluated on quarterly basis to ensue the quality of service and the
customer requirements fulfillment ( as shown in the samples below for 2011 survey)
Project Evaluation
Sources of information about Nol Card / Ticket1
68%
Metro Stations
17%
Media
15%
Friends
1%
Others
Purpose Of the trip
21%
45%
Going to work
21%
For Personal Business
17%
Going Home
13%
Going Shopping dinning
3%
Tourist on trip
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Process
Various feedback were considered and reflected in the development and Service plan of the
Project
Project Evaluation
Types of Nol Card / Ticket frequently on Dubai Metro 4
Topping up the NOL card or adding trips to red tickets 3
Rarely 45
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9
Less than 3 times in month
1 to 2 in a week
More than 2 times in a week
%88%
6%
4%
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Process
Change Management
� Public Awareness
� Front staff training
� Financial System
� Technical Management
Card sales started on 22/08/2009
Operators training started 15/08/2009
Nol Cards available now
Financial team were involved and trailed from the planning phase
All devices and software have been tested and certified
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Process
Risk Mitigation and Success factors
Major risks
were
escalated to
the Steering
committee
then to the
higher
Management
as required
Risk
assessment
reports were
submitted o
Weekly basis
to the Project
Management
to be
evaluated and
to control the
fixing process
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Process
Testing and Roll out plan
An Intensive testing plan
was set to evaluate and
control the production
quality of the Software
before deployment
Roll out plan was deployed
to assure service continuity
and avoid any deployment
issue
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Process
Pilot Testing
Full Pilot testing scenario and Production Regression test were done to check all
functionalities in the Production environment. A high qualified team were assigned to
perform the required test and certify the project elements and take the decision to Go or
Not to Go live
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Results
Achievements
Challenge met and deadline achieved!!!
No Objectives Targets Actual
1 Go Live 0n 090909 100% 100%
2 Nol card sales 1,600,000 cards 130%
3 Launch all Nol Services 100% 90%
4 Implementation within
approved budget
100% 80%
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Results
Project Benefits
Project Outcomes
Financ
ial strategic
Private
sector
Partnership
Social Environm
ent
RTA level
Regional
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Results
.الخاصة السيارات عن واالستغناء الجماعي النقل3.
Strategic Results
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Results
4,000,000 � Card Sold with usage of 96%� Card Sold with usage of 96%
255,454,846 � Trips performed from 090909� Trips performed from 090909
605,390,799 � Transactions settled through Clearing & Settlement System � Transactions settled through Clearing & Settlement System
In addition to � Reduce the Opex cost through process automation.� Reduce the Opex cost through process automation.
Financial Results
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Results
� Opened the Channels for the partnership
with the private sector
� Improved customer experience and
increase customer satisfaction to 80%
(75%)
� Provides a central information database
to enhance the development the Emirate
� Provided new job opportunities for
national cadres (61%)
� Rehabilitation of the cadres and
increasing the experience gained at the
project level
RTA level
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� Environmentally friendly cards, recycled and reused again (PET-G &
PET-F)
� Card Life cycle more than 5 years
� Paper tickets can be reused for several trips with expiry date of (90) days.
� Encouraged the use of the Public transports and reduced the Personal cars usage
� Reduced the waiting time of the buses and the bad impact on the environment accordingly
Environment
Results
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1. Shifted from the use of cash to use the card
2. Fulfilled the needs of all segments of society and
encouraged new groups to use the system.
3. Changed the culture of relying on Personal cars usage
and attracted new segments for the use of mass transit
services (4 types of cards in addition to new services)
4. Contributed to the success of the experience of public
transport in Dubai.
5. Satisfaction survey was done on Periodical basis to
understand customer requirements and reflected in the
development plan. (Continuous basis)
Social level
Results
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��ر ا����د
� Transports services with the neighbor's
Emirates
� Etihad Railway
� Visit of the project by some other
countries (such as Qatar, New Zealand,
the Netherlands) to share experiences
Global Level
Results
� Opened new channels for Partnership with the Private Sector
Private Sector partnership
Results
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Learning
The Project was launched and went live on the agreed time line (090909) without any issue or
impact on services offered to the customer
Went well or wrong
Agreed on the deployment plan in advance and assigned the required people in advance to
be available at the time of deployment
Lesson learnt
• Giving enough time for testing, execution and trial run.
• Audit all vendors in advance and visit their testing labs to check on their actual
capability.
What to consider differently?
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Way Forward
Project Award
• The Team members were awarded by H.H. Sheikh Mohammed bin Rashid Al Maktoum in the DGEP award ceremony
• The Team members were awarded by H.E Mattar Al Tayer, Chairman of the Board and Executive Director of the RTA
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Future development
Way Forward
Using smart contactless cards type -A-MiFare DesFire was
considering the future development of the Project, The card
specification will enable it to absorb technologies development
and provide a special services fit the needs of users of public
with high level of Security ( Micropayment, NFC technology,…)
The feedback received from Nol card users and Public transports riders after the
1st phase deployment has been considered and reflected in the development
plan to enhance the services and enlarge the use of the cards with new services
and Products to meet the customer requirements ( slide 23)
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Thank You
Integration between all Transports Modes
260,000,000Trips
650,000,000Transactions
9.4%
6%
30%