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A complete regional electronic fare collection system with Conduent Transportation
Transforming the way Ireland travels
ImplementationTimeline
Thank You
The Health and Wellness solution that we propose to GMR will enhance and personalize service delivery, creating exceptional experiences for your employees and their families
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Automated, personalized benefits interactions to improve administration costs and employee engagement
Health and Wellness
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Technology-enabled solutions, from recruit through retire, that enhance workforce experiences and maximize business outcomes
Our Value-Added Solutions
®
Project Organizational Structure
It is with great pleasure that my team, and I, are submitting our competitive offer for the BC Transit Electronic Fare Collection System procurement. In the pandemic era, and the resulting reduction in ridership, Transit Agencies are pressed further to deliver more for less. Our knowledge, skills, and experience in delivering integrated & interoperable regional solutions across the globe, as demonstrated by our deployment for OuRa in France and Opus in Québec, confidently positions Conduent to be the provider of the BC Transit Electronic Fare Collection System offering an outstanding customer experience for your passengers whilst providing value for money to BC Transit and its stakeholders. We are thrilled to be given the opportunity to deliver the BC Transit solution and establish a flagship account-based solution in Canada that will demonstrate that BC Transit is at the forefront of modern ticketing solutions in Canada.
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A Message from Chris Newman
Reimagining HR service delivery for Kimberly-Clark
If there is a singular truth about today’s economy, it’s that you can’t go it alone. Market leaders like Kimberly-Clark identify and focus on their strengths, then carefully select best-in-class partners to handle the rest.
Conduent has extensive experience in delivering the highest quality service at the best value, and continuously investing in and growing our diverse and talented workforce. We will be laser focused on transforming Kimberly-Clark global HR functions and operating model while providing significant cost savings.
Orals Deck
RFP Response
Executive Summary
Request
for Pricing Narrative
Client References Request
Appendix F KSLAs
Appendix E Pricing Model
Appendix D
RFP Customer Workbook
(vendor questions)
Appendix A Responsibility Matrix
Download overview
Learn more at conduent.com
Our extensive HR outsourcing expertise automates employer benefit processes, enables informed participant decisions and efficiently supports eligibility and enrollment activities.
Health and Welfare Administration
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Key Elements of the Solution
Our marketplace recognition reinforces our status as a leading partner and innovator for HR, Benefits and Learning services and solutions
Training Industry
Training Outsourcing Top 20 (2004–2020)
Learning Content Development Top 20 (2011–2020)
ALM
1 of 3 firms to earn The Kennedy VanguardTM of Human Resources Communications Providers
Market Position
Industry Accolades
NelsonHall NEAT Index for Multi-Process HR Services, Cloud-Based HR Services, Benefits Administration Services, and Next Generation Learning
Ranked as Leader
Delivering efficient administration over 22 year partnership drives expanded scope of services
A Big-4 Professional Services Firm
Requirements:
High-touch, personalized participant engagement across channels
Automated processes with best practices and technology
Standardized administration with a focus on eliminating exception processing
Integration of acquisition groups seamlessly after years of industry consolidation
Consultative and collaborative outsourcing partner
Collaboration drives efficient and empathetic health administration
Delivering efficient administration over 22 year partnership drives expanded scope of services
A Big-4 Professional Services Firm
HR Operations as-a-Service and Global Payroll as-a-Service
Winner's Circle
Everest PEAK index for Benefits Administration, and Major Contender for Multi-Process HR Services
Ranked as Leader
1 of 3 firms to earn
The Kennedy VanguardTM of Human Resources Communications Providers
Ranked as Leader
Learning Content Development
Top 20 (2011–2020)
Ranked as Leader
Best Advance in Learning Management Technology (Bronze 2019)
Ranked as Leader
Best Advance in Learning Technology Implementation (Bronze 2019)
Training Outsourcing
Top 20 (2004–2020)
“Extremely responsive and consistently looks for ways to accommodate and deliver quality service.”
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Director, Global Benefits
Global firm with
50k partners / staff and 4k retirees
view case study
Leading operator of hospitals and health care facilities
Creating innovative and unique solutions that meet a complex client’s requirements
view case study
Learn how Conduent has helped other large global organizations transform their benefits operations, service delivery, and employee experiences
Case Studies
“Conduent has proven to be a good partner to our company. They have been nimble and committed to making even the most difficult plan design work.”
Benefits Director
Leading Healthcare Facilities Company
The challenge
The solution
The result
ACA reporting
dependent eligibility verification (DEV)
case management
document management
reporting & analytics
Fully outsourced health administration including:
Life@Work® Engagement Platform for self-service from any device or channel
High Touch Service Center across channels: voice, chat, chatbot
High-touch services with focus on empathy
Survivor and Executive Concierge Services
assist key partners, staff and their families
Exceeded paper reduction goals
Operational scale and efficiency gains
Customer service scores over 9 / 10
98% portal usage for enrollment
Engagement
Successfully integrated 8 acquisition groups
Won Top 100 Best Companies for Working Mothers – aided by health self sufficiency tools
Consults with Conduent on HR decisions
Highly satisfied client
Automated 99% of core HW processes
Reduced DEV processing time by 3 days; increased approvals from 92% to 97%
Transformed exception handling, improving from ~8k annually to <500
Nextgen health offerings for 2021 roadmap – to enhance wellbeing and decision support
Global HR services expansion in 2012
Expanded offerings
Maintained 90%+ associate satisfaction
Renewed contract for 3 additional years - 2 years prior to original contract end date
Reported in recent satisfaction survey that Conduent reduces their workload
Highly satisfied client for 8+ years
Process standards assured all acquired employees had timely access to benefits
Supported 100+ acquisitions seamlessly
Optimized premium reports supporting financial allocations across thousands of reporting groups
Automated specialized ACA eligibility and work history data
Improved health administration, tailored to client’s complexity
Conduent Health Administration Suite
Specialized procedures alert leaders of participant mental health red flags
Client-delivered culture and values training
Life@Work® Engagement Platform for self-service from any device or channel
Dedicated service center providing support across channels: voice, chat, virtual assistant
Gain access to products and technology that support values of “improving the quality of life” of its associates
Goals:
Dissatisfied with previous health administrator’s ability to manage participant interactions and deliver a solution unique to its complexity
Innovative solutions for complex healthcare organization
Creating innovative and unique solutions that meet a complex client’s requirements
Leading operator of hospitals and health care facilities
Large, complex, employee focused client with 225k associates working at 165 hospitals / 115k ambulatory surgery centers across 20 states
Create a tailored service center framework that:
preserves client’s brand and value
provides a nurturing and empathetic participant experience
Build processes and structure to support client's aggressive acquisition strategy
Streamline and automate processes
case management / document management
large-plan recordkeeping platform
AcessPoint plan sponsor dashboarding / reporting
Customized Acquisition Processes to facilitate timely access to benefits for newly acquired employees
Organized 100k+ records to support timely data requests, minimizing financial risk
Automated work history data changes to enable participants to transact life events
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“Our mission statement is that ‘above all else we are committed to improving the quality of life’. When I think about employees, they are the community that I serve, and anything I can do to improve their quality of life is important to me. The relationship with Conduent helps keep that smooth.”
VP, Benefits
“Conduent team is a strong partner - They have integrity, they listen to feedback/ suggestions, and always work to improve service”
Director, Benefits Delivery
Leading Technology and Manufacturing Company
VP, Global Benefits
Leading Defense Contractor
“20 year partner with great mutual success”
“Conduent has an excellent dedicated staff who is extremely responsive to their customers needs.”
Benefits Division Chief
Public Sector Organization
The challenge
The solution
The result
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Key Elements of the Solution
Windows Based PCN Processing Software
Android Enforcement Applications
Virtual
Multi-Vendor
Predictive Enforcement
Demand Management
Automated Enforcement
Web Based Processing Applications
Dynamic Kerbside Policies
Jean-Charles Zaia
General Manager, Transit, Conduent Transportation
50+ years
in the Transit Market
Presence in 40+ countries
400
Successful Implementations
A Safe Pair of Hands
With 50 years of experience and more than 400 clients worldwide we are in a unique position to offer an outstanding travelling experience for your customers whilst providing value for the NTA and all their stakeholders. We are thrilled to have the opportunity to deliver the Next Generation Ticketing eco-system in Ireland and to help position the NTA as the global benchmark transport authority.
Message from our General Manager
Thank you for your consideration, we look forward to building a partnership for the future and revolutionise the way customers pay for their journeys in Ireland.
Tim Lausch
VP PTMS UK & Ireland
Conduent Transportation
Jean-Charles Zaia
General Manager, Transit, Conduent Transportation
With 50 years of experience and more than 400 clients worldwide we are in a unique position to offer an outstanding travelling experience for your customers whilst providing value for the NTA and all their stakeholders.
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little context here
Keeping Fare Collection at the forefront of Innovation
Next Generation Ticketing solutions for NTA
Reliable, inclusive and accessible public transport for Ireland
More choice, more convenance, better travel
Our Partners
An experienced, resilient, agile and innovative partner eco-system
GTT Communications
Payzone
Ireland
Cybersource
Elavon
Jacobs
PA
Consulting
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
PA applies ingenuity to deliver end-to-end innovation with its clients while creating a fairer society, positively impacting the environment and upholding the highest ethical standards. It has immense experience in delivering complex programmes across multiple sectors and with TfL’s Project Proteus and the South-East Flexible Ticketing Programme, brings hands-on insight to the successful delivery of smart ticketing. Its teams combine a deep understanding of how humans think, feel and act with a mastery of technical and commercial factors to consider the full picture and devise innovative solutions. Its clients choose them because to help them progress further, faster.
PA Consulting
State of the Art Fare Equipment
Mobile App & Web Portal
A wide range of Fare Media Supported
ATLAS Ops
®
Account-Based Ticketing System
Key Benefits
A single validation gesture regardless of the type of fare media
High-tech 5’’ touchscreen displaying several messages
Bluetooth Low Energy BLE Interface
Connected equipment that integrates into:
- a back-office architecture
- a card centric system
State of the Art Fare Equipment
Universal Validator that accepts a wide range of fare media
Other Available Equipment
Faregates: 3D Detection
• High glass panel (1.8 m)
• Overhead gantry with 3D image sensors and status lamps
• Flexible aisle widths
• Narrow cabinets
• Image sensors “see” beyond length of aisle
• Overhead gantry carries all cabling, simplifying installation
Ticket Vending Machines
We offer customized solutions meeting our customers’ requirements while complying with applicable regulations and standards
Three product lines form the foundation for project-specific designs
•
•
Both bus and platform validators share a common ergonomic design
Users present all media using the same motion, at the same location
• Reduces confusion
• Speeds transactions
• Accelerates new media adoption
Contractless card
ISO/IEC 14443 (A,B, B' type)
Contractless bank card
VISA, MasterCard, AMEX, Discover
Contractless ticket
2D barcode
2D barcode
The App Responsively Adapts to Different Screen Sizes
Show Demo
App Details
Mobile App & Web Portal
End-to-end travel experience
Multimodal travel with a single account
In-app purchase using the payment method
•
•
•
Supported Media:
Limited-Use Fare Media
Extended-use Fare Media
Barcodes (Paper & Digital)
Contactless Bank Cards
(Visa, Mastercard,
AMEX, Interac)
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
An open payment platform that supports various fare media and simplifies travel.
Support for Wide Range Fare Media with ATLAS Ops
®
Most of the information is centralized on the user account in the back-office:
Agency smart media
(Cards, tickets, barcode tickets)
Details and validity of fare products
Account balance
Approved fare media
Third-party smart media
Contactless ID (Open payment media and mobile apps)
Account–Based
Account-Based Ticketing is a modern solution that allows a customer to pay for their journeys by linking their fare media to an account held in the back office. This enables a Transit Authority to accept a wide variety of virtual and physical media, ranging from open payment bank cards, NFC transit cards, and many others. Furthermore, this approach allows simplification of the front-end devices and removes the need for a distributed network of 'fare engines' within each reader to calculate and deduct fares; reducing complexity and operational risk, which is typically present in card-centric solutions. With this account-based solution, the fare logic & rules, fare calculation and charging applied in the back office allows for greater flexibility for the Next Generation Ticketing service to grow and evolve, encompassing new and emerging micro-mobility offerings, whilst still providing support for all of Ireland’s transit customers and stakeholders.
Account-Based Ticketing System
Complete national system supporting Ireland’s transit operators
Providing an inclusive, accessible and frictionless service across the country
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Conduent Corp
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
Jacobs solve the most important problems, the ones for the real world – making life simpler and more seamless along the way. With over 55,000 staff globally, solving some of the world’s most complex problems, from addressing water scarcity and aging infrastructure to ensuring access to life-saving therapies and protecting against sophisticated cyberattacks. Established in Ireland in 1978, Jacobs has over 40 years’ experience in delivering Irish projects, including BusConnects, MetroLink, and the transport strategies for each of the cities.
Jacobs
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
For 25 years, Elavon have helped more than one million customers around the world grow their business through payments. Their flexible, secure and innovative solutions help businesses attract and keep customers, develop partner relationships, process payments and simplify operations. Elavon is consistently rated among the top-five global payment providers in the world, processing more than six billion transactions, valued at nearly $450 billion, around the world per year
Elavon
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
At Cybersource, they know payments. They helped kick start the eCommerce revolution in 1994 and haven’t looked back since. Through global reach, modern capabilities, and commerce insights, they create flexible, creative commerce solutions for everyday life—experiences that delight their customers and spur growth globally, all through the ease and simplicity of one digital platform to manage all payment types, fraud strategies and more. Knowing they are part of Visa and their security-obsessed standards, you can trust that your business is well taken care of—wherever it may go. Cybersource process transactions for over 5,300 transit and Urban Mobility globally within a variety of payment channels including App based payments, Ecommerce and Contactless EMV
Cybersource
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
Headquartered in Ireland, Payzone have been delivering flexible and innovative payment solutions to customers since 1989 and continue to be at the forefront of the e-payments industry. As the largest multi-channel payments provider in the Irish marketplace, Payzone Ireland has a reputation for providing both public and private-sector organisations with a secure, integrated payment infrastructure. The organisation focuses on the customer journey, supporting accessible and convenient payment options for consumers across a wide range of goods and services across all channels. Payzone’s in-depth knowledge, capability, and experience in delivering customised payment solutions enables organisations to streamline their operations, reduce processing costs and remove complexity from their business.
Payzone Ireland
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
GTT are a global network provider that serves thousands of multinational and national enterprise, government and carrier customers with a portfolio of advanced connectivity and security services. Our leading SD-WAN solutions enable digital business and help optimise the performance of SaaS and cloud-based applications for business users across the world
GTT Communications
Mobile App & Web portal
of the customer’s choice
Fully formed door-to-door trip planning
•
European
Competence
center
An efficient & competitive hybrid solution that provides closed-loop and account-based ticketing allowing Transit Authorities to progress their technology evolution at own pace.
ATLAS Ops
®
®
Atlas Ops Infrastructure
®
Atlas Ops
API Driven Platform
Open Architecture
Easy interfaces with external applications, system & partners
•
•
•
•
•
•
Secured access to services
Orchestration, presentation of homogeneous functional blocks
Customized access for each application, system or partner
Measurement (report & monitoring) of each access for possible monetization
Call quota if needed
®
Atlas Ops
Tomorrow’s e-ticketing solution at your own pace
®
Atlas Ops is our new global offering
An efficient & competitive hybrid solution: media-based & account-based.
Account-based solution
API Driven Platform
ATLAS Ops Infrastructure
®
Case studies
ATLAS Ops collaterals
®
Case studies
Oura
De Lijn
Ile de France
Hauts-de-France Mobilités
Our Solutions
Delivering leading edge services
Check links
Parking & Kerbside Management
Let's move your workforce forward.
Employees want companies to understand their expectations, sense and address their needs and empower them to do their jobs well.
Our holistic platform ties HR, payroll, benefits and learning together — delivering individualized and intuitive experiences from recruitment and on-boarding through post-employment.
Conduent Learning Capabilities
Drive modern workforce learning strategies and programs that improve organizational readiness, workforce productivity and individual performance – while improving efficiencies and administrative costs
Managing HR & benefits interactions with our clients’ employees throughout the employment lifecycle – from recruitment to retirement.
HR Management
Learn more on conduent.com
Learn more on conduent.com
eBook: Why Learning is Pivotal to Business Transformation
Enterprise HR Transformation Assessment
eBook: Digital Transformation in Human Resources
eBook: Path to Business Recovery
At Conduent, we’re executing the future of work right now – responding to rapid change and market dynamics
Learn more
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Camera Enforcement
Mobility Applications
As an innovation partner, our people, technology, and data analysis expertise supports wide-ranging customer needs, from mobilisation and through the contract term.
Download Case Study
Long term partnerships
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Download Case Study
Meeting the challenges of efficient on-street parking management and enforcement through seamless kerbside solutions.
Bringing innovation to parking clients
Read more
Download Case Study
Using next-generation technology to meet urban parking demands from both a local authority and a customer perspectives.
Central Parking database for multisupplier solutions
Read more
Download Case Study
Ease congestion and reduce pollution through demand-based parking pricing and real-time parking occupancy.
Download Case Study
Camera-based Vehicle Passenger Detection Systems helps combat congestion, pollution and keeps drivers moving.
Vehicle Passenger Detection for data collection
Read more
High Occupancy Vehicle Solutions
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Download Case Study
High-occupancy toll lane demo project gives solo drivers the choice of paying a toll to travel in two separate high traffic corridors. Tangible results: less congestion; high adoption; increased driver satisfaction.
Vehicle Passenger Detection to reduce congestion
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Download Case Study
Vehicle Passenger Detection Systems break down a significant barrier to car usage, giving our clients a valuable tool to help them take action to reduce congestion.
Improving access to traveller options
Read more
Download Case Study
Mobile apps improve traveller mobility and public transport use. Aggregating multiple public transport options into a single application enables informed route planning, ticket purchases and real-time journey information.
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Conduent Corp
Account-Based Ticketing is a modern solution that enables a customer to pay for their journeys by linking their fare media to an account held in the back office. This approach opens Transit agencies to accept a wide variety of fare media ranging from barcodes, open payment cards, NFC identity cards, and many others. Furthermore, this approach allows simplification of the front-end devices and removes the need for a distributed network of 'fare engines' within each reader to calculate and deduct fares. This will reduces complexity and operational risk which is typically present in card-centric solutions. With this account-based solution, the fare logic & rules, fare calculation and charging applied in the back office allows for greater flexibility for BCTransit to adapt the solution, capture and report on data, and provide support for stakeholders and passengers.
Account-Based Ticketing System
Most of the information is centralized on the user account in the back-office:
Account–Based
Agency smart media
(Cards, tickets, barcode tickets)
Contactless ID (Open payment media and mobile apps)
Details and validity of fare products
Third-party smart media
Account balance
Approved fare media
An open payment platform that supports various fare media and simplifies travel.
Support for Wide Range Fare Media with ATLAS Ops
®
Complete regional system supporting BC Transit operators
Supported Media:
• Contactless Bank Cards
(Visa, Mastercard, AMEX, Interac)
• Barcodes (Paper & Digital)
• Extended-use Fare Media
• Limited-Use Fare Media
• Third Party issued ID
• Compass Card
Contactless Bank Cards
(Visa, Mastercard,
AMEX, Interac)
Supported Media:
Barcodes (Paper & Digital)
Limited-Use Fare Media
Compass Card
Third Party issued ID
Extended-use Fare Media
The App Responsively Adapts to Different Screen Sizes
Mobile App & Web Portal
Show Demo
App Details
Fare purchasing will be easy and user-friendly.
Users will be presented with eligible fares based on the transit system they are using and user conditions (are they a student, senior, etc.).
In order to purchase, users simply select the desired fare and are directed to a payment screen.
Payments can be made with a stored card or can be paid for with pre-loaded funds.
Once a user makes a purchase their products will be visible in their accounts.
•
•
•
•
•
Key Benefits
State of the Art Fare Equipment
A single validation gesture regardless of the type of fare media
High-tech 5’’ touchscreen displaying several messages
Bluetooth Low Energy BLE Interface
Connected equipment that integrates into:
- a back-office architecture
- a card centric system
Universal Validator that accepts a wide range of fare media
Other Available Equipment
Both bus and platform validators share a common ergonomic design
Faregates: 3D Detection
• High glass panel (1.8 m)
• Overhead gantry with 3D image sensors and status lamps
• Flexible aisle widths
• Narrow cabinets
• Image sensors “see” beyond length of aisle
• Overhead gantry carries all cabling, simplifying installation
Ticket Vending Machines
An efficient & competitive hybrid solution that provides closed-loop and account-based ticketing allowing Transit Authorities to progress their technology evolution at own pace.
ATLAS Ops
®
Account-based solution
API Driven Platform
ATLAS Ops Infrastructure
®
Download Brochure
®
Atlas Ops is our new global offering
An efficient & competitive hybrid solution: media-based & account-based.
®
Atlas Ops
Tomorrow’s e-ticketing solution at your own pace
API Driven Platform
Open Architecture
Easy interfaces with external applications, system & partners
Secured access to services
Orchestration, presentation of homogeneous functional blocks
Customized access for each application, system or partner
Measurement (report & monitoring) of each access for possible monetization
Call quota if needed
•
Account-Based Ticketing System
ATLAS Ops
®
Support for Wide Range Fare Media
Mobile App & Web Portal
State of the Art Fare Equipment
®
Atlas Ops
®
Atlas Ops Infrastructure
Contractless card
ISO/IEC 14443 (A,B, B' type)
Contractless ticket
2D barcode
Contractless bank card
VISA, MasterCard, AMEX, Discover
•
We offer customized solutions meeting our customers’ requirements while complying with applicable regulations and standards
Three product lines form the foundation for project-specific designs
For over 20 years, Conduent has been providing Transit Solutions across the Great White North.
•
Users present all media using the same motion, at the same location
• Reduces confusion
• Speeds transactions
• Accelerates new media adoption
•
•
•
•
•
2D barcode
Solutions
