Case study: SPT ZoneCard Multi-Modal Ticketing Scheme

The challenge

Strathclyde Partnership for Transport (SPT) offers a ZoneCard flexible ticket for unlimited travel by passengers on ScotRail trains, on Glasgow’s Subway, and on most buses (including First, McGill’s, Stagecoach and Whitelaws) in Scotland’s Strathclyde region.

The ZoneCard was only available as a paper-based product, which generated about 6.5 million transactions a year.

SPT and the participating operators wanted the paper-based ZoneCard to be replaced with a smart-ticketing alternative to improve its customer offering, enhance performance and promote flexibility.

Project requirements

TSPT and the operators specified that the migration of the ZoneCard product from its paper-based format to a digital version should provide the following abilities:

• The ability for a customer to apply for a new smartcard via a ZoneCard web portal/app
• The ability for a customer to order a ZoneCard smartcard and then purchase a product via a ZoneCard web portal/app and collect it via an eligible POST (i.e. Bus/Rail/TVM/Subway/Validator), and for app users with an NFC-enabled smartphone to add the product to their card from their phone using an ITSO Part 11 service
• The ability for customers (e.g. parents) to purchase an online product and gift it to a different card

The new solution had to integrate with SPT’s existing rail and Subway ITSO architecture (based on the RSP3002 standard for ITSO rail ticketing) as well as bus operators’ ITSO architecture and multiple POSTs.

Project solution

Unicard met SPT’s requirements by delivering a solution that included the following:

• A new CMS (Smart Office): a cardholder and scheme management system that is configurable, flexible and futureproofed
• A new HOPS/AMS: industry-leading, MaaS-ready and able to store billions of transactions
• A new commercial portal and app (Android/iOS) providing 24/7 account management and ticketing

The Smart Office CMS, working together with the web portal and app, is the core customer management and fulfilment component which acts as the key conduit between SPT and all other elements of the ZoneCard ITSO system. It interacts reliably with other ITSO and non-ITSO components to ensure full transparency of customer activities.

The web portal and app are the main points of direct interaction with customers, and facilitate services such as customer account management, smartcard (media) management, payment management, product sales and reporting.

The portal is a key information resource for customers and also acts as a one-stop shop for their ZoneCard needs. It enables customers to apply for a new smartcard and add ZoneCard products to it, with the HOPS/AMS managing the required messaging process. Customers can also purchase a product via the portal and collect it at an eligible POST or on a mobile app using the ITSO Part 11 service.

Smart Office is the main store of customer/usage data. The portal and app are seamlessly integrated with Smart Office, either directly or via a network of two-way APIs.

The Unicard HOPS/AMS and Part 11 service deliver all the functionality of the ITSO specification and offer an advanced HOPS user interface for helpdesk and administrative operations.

Unicard’s full solution meets the Scottish Government Digital First Standard, which focuses on putting people at the heart of delivery and adopting tools and processes to promote flexibility, sustainability and continuous improvement.

It is also able to interface with third-party systems, including other AMS-HOPS and Part 11 solutions, card bureaus, remote fulfilment servers and web portals.

Key outcomes

SPT’s ZoneCard products were successfully migrated in June 2024 to the solution provided by Unicard.

Kenny McAlpine of ScotRail, who chairs the ZoneCard forum of operators, described the benefits. “The new smart ZoneCard solution provides flexible and convenient ticketing options as well as enhanced data about the use of ZoneCard tickets on rail, bus and Subway and a modern set of customer management tools. The introduction of flexi tickets and one-day tickets improves the range of choices available to our customers and the ZoneCard app enables instant ticket download when needed.”

Sean Dickinson, CEO of Unicard, explained: “We’re very pleased to be working closely with SPT and the ZoneCard operators to help modernise ticketing across different modes of Glasgow’s public transport. SPT chose to adopt the ITSO smart ticketing standard to support its ZoneCard service. This is in line with other transport authorities in Scotland and England that are already using our platform to support ITSO based services.

“A key benefit and differentiator of our platform is that it is token-agnostic, and therefore supports other technologies. This means that, while ITSO may be the best solution for now, the platform is future proofed. With these new capabilities SPT can accommodate other token types and services like QR codes, contactless bank cards, or account-based ticketing whenever they choose.”

Customer background

Strathclyde Partnership for Transport (SPT) is the largest of Scotland’s seven regional transport partnerships. SPT administers the ZoneCard ticketing arrangement on behalf of the participating operators.