3 on the calls themselves. Through the information
we’ve gained by auditing the customer experience
through observation and feedback, we know this is a necessary step, and one that will help resolve customer issues more quickly.
We’ve also had reports of a few different technological issues—
none widespread, but occurring with sufficient frequency that we must address them. Richard Wunderle is a senior vice president and general manager of Cubic Transportation Systems, and he le
ads the company’s North American operations. He’ll join me now to help explain the current state
of the system.
Transition Cubic slide between Forrest Claypool and Richard Wunderle:
Cubic is the WORLD’S LEADING SYSTEM INTEGRATOR AND SERVICES PROV
IDER FOR AUTOMATED FARE COLLECTION.
We have 400 projects, in 40 countries, from Sydney to London to Washington DC
But we don’t have another project like this. Ventra is the first open fare system, and the first of
its kind in North America.
We took on this contract because it represents the leading edge of fare collection for the next 10 years
We are INVESTED IN THE SUCCESS OF VENTRA. LITERALLY. We have spent almost $100 MILLION
in the system, and we WON’T BEGIN TO RECOVER THAT INVESTMENT UNTIL THE SYSTE
ALL OF CTA’S REQUIREMENTS.
We are committed to its success, and we will see this project through. It is improving every day,
but let’s address some of the issues in more detail.
Multiple cards near reader
The FARE READERS CAN’T CHARGE
TWO CONTACTLESS CARDS AT THE SAME TIME. But what a fare reader WILL do, is CHARGE THE FIRST CARD THAT IT READS. If you have a pass on your Ventra card, and the system reads another credit card in your wallet, you are overpaying. So, please
don’t do this. It’s important to remove your card from your wallet before tapping the fare reader.
eader with “processing” message
A more common problem is double tapping, which again can lead to overpaying. The FARE READERS HAVE BEEN PERFORMING TOO
SLOWLY. In part, it’s because the information is now
account based. The INFORMATION USED TO BE STORED ON A CARD. NOW IT IS STORED IN YOUR ACCOUNT, SO THE SYSTEM HAS TO COMMUNICATE WITH YOUR ACCOUNT. THAT MEANS THE TRANSACTION TAKES LONGER THAN BEFORE. WE HAVE TAKEN SEVERAL STEPS TO IMPORVE THE SOFTWARE AND AS OF YESTERDAY 95% OF
TRANSACTIONS WERE READ IN 2.5 SECONDS OR LESS. Forrest will correctly point out that’s still an
inconvenience for the remaining 5%, and we are working to improve those numbers. We have also changed the screen. As you see on the slide, if there is a lag time, the screen will tell you
that the system is processing your card. When you see that message, you’ll know that you should WAIT –
and not tap your card again.