Case study

National Transport AuthorityIrish government chooses HP to operate the Integrated Ticketing System

IndustryGovernment

ObjectiveSmooth, cost-effective operation of Integrated Ticketing System

ApproachOutsource NTA’s Integrated Ticketing Back Office Operations, IT management, Retail Network and Web Portal Delivery to HP

IT matters• Manage IT systems and operations for core

Integrated Ticketing Systems

• Provide more than 400 customer retail outlets

• Designed, built and manage Leap Card Web portal

Business matters• State receives value for money

• 300,000+ smart cards issued

• 17 million journeys taken across Irish Rail, Dublin Bus, LUAS, DART and Commercial Bus Operators

“Managed by HP, the Leap Card system is an outstanding example of convenience for customers providing value for money to the state through a collaborative partnership approach.” – Tim Gaston, projects director, National Transport Authority, Ireland

NTA turns to HP to operate Integrated Ticketing SystemIreland’s National Transport Authority (NTA) was established in 2009 to oversee provision of public transport services including light rail, heavy rail, metro and taxis. NTA is responsible for providing an Integrated Ticketing System (ITS) that allows passengers to travel seamlessly among different modes of public transport using a single smart card. Seeking a partner it could trust to operate the multifaceted and complex ITS system, NTA turned to HP. Working with its partner Payzone Group, HP provided an outsourcing solution providing outstanding results for the transportation authority and the travelers it serves.

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Case study | National Transport Authority

The NTA Leap Card is a reusable plastic smart card that can be used instead of paper tickets for transport in Dublin. NTA sought a world class partner to operate the Leap Card system on the authority’s behalf. The partner would have to pull together the myriad facets of operating the ITS, including all the complexities associated with the core Financial Process Management (FPM) and Card Management functions. These included administering and processing sales and journey transactions; managing and reconciling financial clearing house and settlement transactions; servicing and maintaining all smart card master accounts; and reconciling general ledger and bank accounts. The solution also includes manufacture and distribution of smart cards to sales networks and printing of personalized smart cards, as well as operation of back office systems, sub-systems and configuration data.

Recognizing that HP brought the necessary industry experience, best-practice methodologies and collaborative partnership approach needed to make the system work, NTA awarded the ITS outsourcing contract to HP. “The NTA’s role is to ensure that public transport services in Ireland are convenient and cost effective,” says Tim Gaston, NTA projects director. “Managed by HP, the Leap Card system is an outstanding example of convenience for customers and value for money to the state, using industry best practice and HP’s experience delivered through a collaborative partnership approach.”

Contact Centre delivers personalized service

HP provides the Leap Card Contact Centre, through the HP Leixlip Call Centre based at the HP Global Service Desk (GSD). HP Leixlip is home to call centers for many of Europe’s top financial and software institutions. The Leap Card Contact Centre leverages the best practices, systems and procedures, and offers personalized service for Leap Card customers. Local knowledge and understanding of the transport infrastructure in Dublin, and the nuances of dealing with the general public, ensure excellent customer service.

HP manages complex IT system

HP manages the key ITS systems 24x7—an environment of more than 64 physical and virtual servers. HP partner Payzone Group, Europe’s largest cash acceptance network, provides more than 400 retail outlets for ITS customers to purchase or add funds onto Leap Cards. The company integrated its propriety EPOS terminals into the NTA-provided Smart Card Interface Module (SCIM) so that Leap Card customers will be able to carry out Leap Card top-ups and ticket/product purchases at EPOS outlets.

Payzone manages the relationship with the retail outlets on behalf of HP. The Payzone Call

Integrated Ticketing smart cards allow transfer between modes of transport

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Case study | National Transport Authority

Centre and Operations teams maintain strong working relationships to deliver quick and seamless issue resolution. More retail outlets on key routes not already covered by the initial list of Leap Card agents will be added.

“ The Leap Card is a great success, thanks to HP expertise, experience, technology and collaboration.”

- Tim Gaston, projects director,

National Transport Authority, Ireland

Web Portal Applications Development

HP developed, hosts and maintains the Leap Card Web portal, Leapcard.ie. This is the public face of Leap Card, explaining what the smart card is, answering Frequently Asked Questions, and providing secure, responsive, customer-friendly service. The site’s interactive functionality allows users to purchase and

top-up Leap Cards via a shopping basket; all transactions go through a PCI/3D Secure Generic Payment Gateway. Customers may register their Leap Cards, view journey history, claim refunds and send emails to the Leap Card Contact Centre. Web features also allows the Contact Centre and Back Office to see key information. Functionality provided by HP for the Contact Centre, Back Office and Transport operators includes remote operator top-ups; the ability to provide refunds; the ability to view usage history; and provision of key reports.

The Leap Card Portal was delivered through a combination of HP Ireland and HP Egypt applications teams. The HP Global Test Practice was heavily involved in the testing. Developed in .NET, the solution is functionally rich and extremely secure. Security testing was carried out using HP WebInspect software, and performance testing was through HP LoadRunner. The Web application is hosted by HP Enterprise Cloud Services (ECS), and is available 24x7.

“The Leap Card is a great success, thanks to HP expertise, experience, technology and collaboration,” Tim Gaston says.

Customer at a glance

ApplicationIntegrated Ticketing System (SEP)• ITS Core Application

• Web Portal for Leapcard.ie.

• AIX, Red Hat Enterprise Linux; Wintel (Microsoft Windows) operating systems

• IBM Database 2; Oracle Database 11g; IBM WebSphere MQ

Hardware• HP desktop PCs

• HP monitors

• HP 2610-24 Switches

• HP ProLiant DL360 Server

Software• HP Service Manager 9

• HP Business Service Management, including HP Operations Manager and HP Network Node Manager i

• HP WebInspect

• HP LoadRunner

HP services• HP Enterprise Cloud Services

• Applications Development

• Applications Management

• Applications Services Cloud and Mobility

• Customer Engagement Management Services—Contact Center

• Finance and Administration Services

• Testing and Quality Assurance Services

• Transportation Services

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA4-9544ENW, October 2013