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					    King County Metro

Implementing online payment for bus
      passes and ticketbooks
           King County Metro
          Online Bus Pass Sales
•   Implementation schedule
•   System selection
•   Implementation set-up and testing
•   Policy issues
•   Results: employees, public
•   Lessons learned and changes
     Implementation Schedule
• Business analysis    3 months
• System Selection     3 months
• System set-up        6 months
• Internal approvals   6 months
      System Selection Criteria
• Customers/product          • Technical/systems
  – Order flow and cycle        – Existing sales or
  – Customer expectations         inventory systems
  – Quantity of                 – Bank
    transactions expected       – Bank’s credit card
  – Speed of transactions         processor
    needed

• Cost
  – Set-up
  – On-going: start-up and long term
        System Selection Options
Use existing in-house process    Add new process:
   and/or systems:               • Create partnership with on-line
• Add order form to Metro On-      vendor to promote and process
   line; use existing 624-Pass     orders, e.g. citysearch
   processing
                                 • Buy space in existing on-line
• Expand POS system to receive     stores, e.g. Amazon Z-shops
  and process on-line orders;
  fulfill and mail in-house      • Hire outside vendor to create a
                                   site, order form and process
• Purchase new mail order
  software to replace existing   • Use existing service, e.g. bank
  624-PASS system                  e-commerce service
       Implementation Schedule
•   Business analysis    3 months
•   System selection     3 months
•   System set-up        6 months
•   Internal approvals   6 months
        Online Payment Testing
• Text, page set-up, flow
• Download orders to processing system
• Credit Card processing
  –   bank (Bank of America, Keybank)
  –   processor (Vital)
  –   e-commerce system (Counterpoint Online)
  –   sales processing system (Counterpoint)
  –   in-house technical support
     Implementation Schedule
• Business analysis    3 months
• System Selection     3 months
• System set-up        6 months
• Internal approvals   6 months
     Internal Approval Process
• Involve all appropriate ITS, accounting, risk
  management, marketing, sales staff
• Our sticky issues:
  – Online vendor agreement was not standard -
    risk was greater
  – ITS preferred developing a standardized in-
    house system to using a canned vendor
              Policy Issues
• Union considerations for detailed staff to
  process a new kind of sale
• Organizational considerations
• Accounting/reporting issues
• Inventory handling
• Fees for online use
                Results
• Growth in monthly orders from 13 - 2,128
• Efficient staff use - still one FTE
• Initial customer survey indicated 96.9%
  online customers would order online again
• Most customers liked being able to order
  from home or work, easy to use, fast
             Lessons Learned
• Most users found out    • Higher customer
  about it via web site     expectations when
• If it’s needed people     order online
  with no online          • As online orders
  experience will try       increase follows
• Online attracts new       general sales cycle
  customers               • Sales grow then
• People shift among        plateau, then jump,
  options                   then plateau
                 Changes
• Web site re-design with a sales button on
  every page increased sales 25% the first
  month
• Gateway access implemented 2004
• Real-time credit card authorization in
  process
• Plans to add live customer help with chat

				
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posted:5/18/2012
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