{"id":3568,"date":"2019-01-25T13:00:46","date_gmt":"2019-01-25T13:00:46","guid":{"rendered":"https:\/\/www.discoverpassenger.com\/?p=3568"},"modified":"2026-08-07T07:25:59","modified_gmt":"2026-08-07T06:25:59","slug":"customer-story-nottingham-city-transport","status":"publish","type":"post","link":"https:\/\/www.masabi.com\/es\/news\/customer-story-nottingham-city-transport\/","title":{"rendered":"Customer story – Nottingham City Transport"},"content":{"rendered":"
At the time of writing this story, Nottingham City Transport (NCT) was closing out what had been nothing less than an exceptional year.<\/p>\n

In 2018, not only did the municipally owned operator celebrate 140 years of existence (the company\u2019s first ever horse-drawn carriage having left the stables back in 1848) but NCT also won three golds at the UK Bus Awards, taking home trophies for Top National Bus Driver, Top City Operator and the Environment Award.<\/p>\n

The latter was bestowed for what is arguably NCT\u2019s greatest 2018 success: the rollout of 53 biogas double deckers \u2013 the largest fleet of its type in the world.<\/p>\n

\"Final
Final batch of Nottingham City Transport’s Bio-Gas buses are launched on their orange line service.<\/figcaption><\/figure>\n

\u201cWe\u2019ve spent 2018 working to lower emissions, become greener and present a better example of what a bus operator can and should be to the world,\u201d says Anthony Carver-Smith, Marketing Manager at NCT. \u201cThat means thinking environmentally, investing in people and modernising with technology that makes it easier for people to plan and pay for their journeys.<\/p>\n

\u201cAnd that\u2019s where Passenger comes in. Passenger is a pioneer in the bus industry \u2013 no other solution matches the ease of use of the product or the professionalism and sector knowledge of the team that builds it. Alongside everything else, Passenger has been a large part of what\u2019s made 2018 so successful a year for NCT.\u201d<\/p>\n

The shift to digital payments<\/h3>\n

Prior to partnering with Passenger, NCT worked with a local development team on an initial mobile ticketing solution. The operator launched its first app with the dev team in 2010, but found that the team\u2019s knowledge, or even willingness, to innovate beyond the product\u2019s early stages simply wasn\u2019t there.<\/p>\n

\u201cWe were referred to Passenger, and our initial meetings immediately revealed that this was a team that truly understood the bus industry \u2013 not just where it was at the time, but where it was headed next,\u201d says Carver-Smith. \u201cAlmost immediately we commenced upon the relationship that has continued on to this day, and the first version of the NCT Passenger app was launched in 2013.\u201d<\/p>\n

Since that time, NCT has observed a sea change in the way that its customers interact with and pay for its services.<\/p>\n

\u201cMobile ticketing has made such a big difference to the people using the bus,\u201d says Carver-Smith. \u201cNCT has a no-change policy, so if customers want to pay with cash they have to find the exact money.<\/p>\n

\u201cBut with mobile ticketing from Passenger, any consternation caused by a lack of exact change is completely gone. Customers can pay with debit cards, credit cards, Apple Pay, Google Pay \u2013 there are so many more options to pay and board, including the option to buy a ticket and gift it to another individual<\/a>.\u201d<\/p>\n

Alongside Easyrider and Robin Hood smartcards, Passenger mobile tickets are a root cause of the reduction in cash payments on NCT buses: 85% of all journeys are now paid for using a non-cash method. \u201cOnly 15% of our customers use cash to board an NCT bus and that number keeps falling year on year,\u201d says Carver-Smith. \u201cThe way people interact with buses is changing \u2013 has changed \u2013 and Passenger\u2019s role in that transition is undeniable.\u201d<\/p>\n

Keeping it real-time<\/h3>\n

Alongside mobile ticketing, one of the major deployments implemented by Passenger for NCT was real-time service updates for customers awaiting a bus.<\/p>\n

\u201cBus reliability is an incredibly important consideration for the industry,\u201d says Carver-Smith. \u201cIt\u2019s always been a problem \u2013 one of the major reasons people refuse to consider the bus as a viable alternative to the car is that they don\u2019t possess the confidence that the vehicle they need will turn up on time. To some potential customers, that means the danger of losing control over their personal timetable.<\/p>\n

\u201cToday, we have the technology to eliminate those fears. The majority of NCT bus stops now have displays which track vehicles and predict when the next bus is going to arrive. Customers can also check their phones and receive direct, instantaneous updates about potential disruptions or issues happening along their service.<\/p>\n

\"Nottingham
Nottingham City Transport’s control room.<\/figcaption><\/figure>\n

\u201cWhen we implement Passenger\u2019s Live Buses in 2019, which goes one step further by tracking the actual physical location of a route\u2019s buses on a map, our customers will feel even more informed, reassured and in control. They\u2019ll be able to more carefully manage their timetable without the fear of not knowing what their bus is doing or where it is.\u201d<\/p>\n

Keeping customers informed in this way is a major factor in NCT continually growing its market share.<\/p>\n

\u201cThere\u2019s been a national decline recorded in bus usage. Overall, the number of people travelling by the bus in the UK keeps falling,\u201d explains Carver-Smith. \u201cHowever, NCT has been able to buck that trend \u2013 we now have the second-highest bus use per capita. Passenger and its real-time information has played an important role in getting us here.\u201d<\/p>\n

Supporting the back office<\/h3>\n

To ensure that this real-time information is kept up to date and relevant to those seeking to use it, NCT employs the behind-the-scenes back-office data platform Passenger Cloud.<\/p>\n

\u201cPassenger Cloud is used every day, all day, from start to end,\u201d says Carver-Smith. \u201cOur previous approach to inputting transport data was lengthy and laborious. Now, using Passenger Cloud, the process is much faster and simpler. We can be up and running quickly and be confident that the information customers need is distributed correctly.\u201d<\/p>\n

Alongside network and revenue management, NCT also uses Passenger Cloud to address customer queries, with the system having been rolled out to the entire customer services team.<\/p>\n

\u201cPassenger Cloud fundamentally runs ticketing, the NCT network and customer feedback \u2013 it\u2019s a fantastic, multi-level piece of kit,\u201d says Carver-Smith. \u201cWe can sort out a complimentary ticket using the same platform as that used to deal with an issue or help a customer with a query. The flexibility of Passenger Cloud across multiple sections of the business is vital to NCT\u2019s day-to-day operations.\u201d<\/p>\n

\u201cNot your typical supplier-client relationship\u201d<\/h3>\n

\u201cWhen it comes to Passenger and the benefits of using that service, it\u2019s really not just about the technology and its applications \u2013 the people that actually create that technology are a very important piece of the puzzle too,\u201d continues Carver Smith.<\/p>\n

Since the launch of the app in 2013, the NCT and Passenger relationship has grown closer as both companies find new ways to address the needs of the tens of thousands of bus users that ride across Nottingham every week.<\/p>\n

\u201cIt\u2019s not a typical supplier-client relationship,\u201d says Carver-Smith. \u201cWhat we have with Passenger is very much a partnership; one in which we share joint initiatives, joint discussions and joint ideas.<\/p>\n

\u201cThe important thing is that Passenger actually challenges us and pushes us outside of our comfort zone \u2013 and that\u2019s absolutely a positive thing,\u201d he continues. \u201cWe come to the table with ideas and suggestions that are very much from the bus operator\u2019s perspective, but we\u2019ve had more than a few conversations where the Passenger team have challenged us to see things from the customer\u2019s viewpoint; one that operators can sometimes lose when working right in the thick of things.<\/p>\n

\u201cHaving that fresh pair of eyes isn\u2019t just beneficial. It\u2019s imperative. Passenger doesn\u2019t simply take a brief and do what we say. They come at us with different ideas. They guide and inspire us. They shape concepts from the standpoint of people who actually ride the bus and have a deep understanding of the systems and databases that run them. It\u2019s not a traditional relationship, but it\u2019s a very good one.\u201d<\/p>\n

2019 and beyond<\/h3>\n

As NCT moves into 2019 and the last decade before its sesquicentennial, the company has a lot to be excited about.<\/p>\n

The upcoming year will see the launch of contactless and the hop-on-hop-off model of travel across NCT\u2019s vehicles. There\u2019s also the potential of 67 more biogas buses being added to the operator\u2019s already world-leading fleet.<\/p>\n

\u201cWe\u2019re also going to launch QR codes for our Passenger mobile tickets,\u201d says Carver-Smith. \u201cThat will make the process of boarding even easier for our customers, while enabling us to capture data that we can use to further optimise our routes and the network they belong to.<\/p>\n

\u201cWe\u2019re extremely pleased to have Passenger along with us on this ride,\u201d he concludes. \u201cIt speaks volumes that we\u2019re willing to work with a company that\u2019s hundreds of miles away from us to implement this technology. And that\u2019s because, despite the distance, Passenger works fast, remains in constant communication and is simply the best multi-platform supplier working in the bus industry today. And that\u2019s a fact.\u201d<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Nottingham City Transport discusses the phenomenal year in which it launched 53 biogas buses and won multiple awards, and reveals how the expertise and dedication of Passenger helped the municipally owned team modernise a service with a 140-year heritage.<\/p>\n","protected":false},"author":7,"featured_media":12670,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[65,59],"class_list":["post-3568","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-announcement","tag-customer-story","tag-customers","announcement"],"acf":[],"yoast_head":"\nCustomer story - Nottingham City Transport - Masabi<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.masabi.com\/es\/news\/customer-story-nottingham-city-transport\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer story - 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