Passenger Experience

Presented By :- Siddharth Joshi – 429474

Pawan Singh – 417199
Dishantkumar Patil - 417422
Table of Contents

INTRODUCTION
DIGITAL TICKETING
REAL-TIME INFORMATION AND COMMUNICATION
PERSOALIZED PASSENGER EXPERIENCE
ONBOARD CONNECTIVITY AND ENTERTAINMENT
SMART STATIONS AND FACILITIES
CUSTOMER FEEDBACK AND SUPPORT
DIGITALIZATION FOR ENHANCED SAFETY AND
PREVENTIVE MEASURES
CONCLUSION

2 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
INTRODUCTION

• Digitalization has revolutionized the Railway

Industry, transforming the Passenger Experience.
This presentation explores the impact of
digitalization in enhancing services, improving
efficiency, and delivering personalized
experiences to passengers.

3 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
DIGITAL TICKETING
• Digital Ticketing: refers to the use of electronic or mobile
devices, such as smartphones or smart cards, to store and
present tickets in the form of an image or a QR code, eliminating
the need of physical paper based tickets.

• Blockchain Ticketing: Ticketing based on blockchain technology

is not a novel concept. However, the platforms that exist focus on
the prevention of fraud and distribution of event tickets. BitTicket
and DigiTix are two such Distributed Applications (DApps) that
make use of smart contracts on the Ethereum blockchain to
perform transactions and store tickets in a wallet.

• Ticketing Solutions: The ticket can be purchased through a

website or an app. The passenger must enter the desired origin
and destination, the date and time of journey and then obtain the
possible travel connections and the cost that would be incurred to
undertake the journey.

4 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
DIGITAL TICKETING

• Contactless Payments: The ticket can be purchased through a wide

range of options, for e.g. internet banking, credit/debit card, direct
debit authorization and payment gateways like PayPal.

• Convenience and Flexibility: Digital ticketing enables flexibility by

allowing the passenger to purchase the ticket anytime and anywhere
as per their convenience. The risk of a ticket getting lost is almost
zero as the ticket is stored electronically and can be retrieved in case
of the ticket getting deleted. Majority of the apps are available in the
language of our choice, so it becomes convenient to use instead of
having to talk to the ticketing staff who may not speak our language.

• Environment Friendly: Paper can be saved as the tickets can be

used in a digital form instead of having to print them.

5 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
REAL TIME INFORMATION AND COMMUNICATION
• Real Time Information: helps in last minute planning to avoid confusion – for example
knowing which platform the train will arrive on, the details of the train formation and the
location of the coach in which the passenger is booked in, platform changes and the up-
to-date delay information.

• Technical Solution: Continuous announcements at platforms, electronic displays, real

time push notifications through ticketing apps.

• Press Releases and Social Media: Can be used to disseminate information about
scheduled delays (in case of planned construction works) or delays and cancellations
due environmental hazards like floods/hurricanes, etc.

• Reduced Uncertainty: Helps improve travel planning by allowing passengers to make

informed decision about travel plans by informing about potential disruptions and
providing accurate train schedules

• Passenger Flows: Uses cameras and AI to count the number of passengers moving
through specific areas in a transport network, such as bus stops and train stations.
-Passenger flow technology is being used to help passengers understand how crowded a
mode of transport is.
-Helps operators better manage passages' flows in real-time and predict future issues
based on historical insights.

6 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
THE BENEFITS

• Optimised Connectivity: Advanced traffic and

vehicle flow management for bus and train
networks.

• Faster, Safer People Flows: People flow

management across bus/train/stations.

• 360° Insights: Provides real-time data to

passengers and operators regarding service
availability, crowding levels, and predicted demand.

7 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
PERSONALIZED PASSENGER EXPERIENCE
• Utilizing Passenger Data: To make personalized recommendations for
on board services like making seat reservations according to choices
(window/silent zone), board restaurant offers, etc., and to suggest offers
for the passengers to join the frequent traveler program.

• Improved Satisfaction: The overall travel experience gets improved as

the passenger feels they are at the center of the journey, as
recommendations are tailored for their individual needs and preferences.
This can tend to make the passenger more loyal and encourage for travel
more by train.

• Benefits of Personalization: The travel experience is streamlined,

making it more convenient and efficient for passengers by providing them
with relevant and up to date information relevant to their specific needs.

• Examples: Receive up to date information about delay and location of the

coach on the platform where the passenger is supposed to board the train,
recommending something from the onboard menu according to the time of
day.

8 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
ONBOARD CONNECTIVITY AND ENTERTAINMENT
• Importance of Onboard Connectivity: In today’s world it is important to stay
connected with the outside world by having access to news, and being able to be
connected with our families when travelling.

• Technical Solution: Onboard connectivity can be provided by having a stable Wi-

Fi connection having a decent speed sufficient for light browsing, access to
messaging and calling services, etc. and by other means like having a layer on the
glass of the windows which allows signal penetration which enables connectivity to
mobile networks.

• Entertainment Options: Various rail operators have an online portal which offers
a plethora of movies, songs, television series and has live streaming facilities for
news channels.

• Productivity Benefits: Onboard connectivity enhances productivity for

passengers by allowing them to work or stay engaged with personal tasks. This is
important especially in winters when there nothing to see outside the window after
it gets dark and passengers can stay busy when they can accomplish their other
tasks when on the move.

9 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
SMART STATIONS AND FACILITIES
• Smart Station: It is a technologically advanced railway station that integrates digital
systems to enhance passenger experience through real-time information displays,
smart facilities, and advanced safety features. It aims to provide passengers with
efficient and convenient services while prioritizing their safety and comfort.

• Automated Ticket Gates: The QR Code or the Barcode on the digital ticket can
be scanned at the automated gates, enabling only Bonafede passengers from
entering the station and efficient and contactless ticket validation.

• Digital Signages: Provide real-time information, updates and directions to enhance

passenger experience.

• Self-service Kiosks: Can be used to purchase tickets, seat reservations and

service enquiries, reducing the dependency of staffed ticket counters and the
waiting time as well.

• Further Smart Facilities: Encompass modern amenities and services that

enhance comfort and convenience such as smart restrooms with automated
maintenance systems, electronic device charging stations and secure app based
luggage storage with digital lockers.

10 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
CUSTOMER FEEDBACK AND SUPPORT
• Customer Feedback: Getting feedback through digital means provides
valuable insights into passenger experiences, preferences and concerns
enabling an operator to address issues promptly, improve services and
enhance the overall passenger experience.

• Feedback Channels: Online surveys, which a passenger can be prompted to

participate in at the end of their journey via the ticketing app or feedback
forms handed out by train attendants, or via social media platforms.

• Prompt Support: AI-based chatbots can help passengers for quick queries
and can even help passengers book tickets and manage bookings by using
short prompts. In case of serious queries, the chatbot can direct the user to
the concerned direct contact numbers of the associated department.

• Proactive Communication: Use of available data to communicate with

passengers about disruptions and recommending the next best possible way
to complete the journey.

• Continuous Improvement: Feedback from the passengers allows to know

what their exact needs are, which makes it possible to make changes in the
style of working by knowing the pain points and gaps in service delivery.

11 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
DIGITALIZATION FOR ENHANCED SAFETY AND PREVENTIVE MEASURES
• Real-Time Information: Enhanced safety is enabled by providing real time safety
related information to passengers in situations of natural calamities, disruptions or a
rogue person creating chaos.

• Mobile Safety Apps: Apps which contain helpline numbers like that of the health
services, nearest police or fire station based upon the passenger’s location.

• Online Issue Reporting: Passengers can report issues they face during the
journey, for example the toilet not functioning and other issues like the arm rest/ foot
rest of the seat being broken, etc. so that the issues can be rectified when the train
is back in the depot for maintenance.

• Automation and Safety Systems: Use of automated doors to prevent accidents

and ensure safe boarding and alighting, and use of collision avoidance systems and
speed regulation for enhanced train safety.

• Integration of IoT and Data Analytics: Data driven insights for predictive
maintenance, identifying potential safety risks and optimizing safety protocols.
Real time monitoring of environmental conditions such as temperature and air
quality to automatically adjust the air conditioning/ ventilation to ensure passenger
comfort. Data collection and analysis to identify patterns, trends and areas for
improvement.

12 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
CONCLUSION

• Digitalization is transforming the passenger

experience in the railway industry. Through
advanced technologies, personalized services, and
improved efficiency, railways are becoming more
accessible, convenient, and safe. Embracing
digitalization opens up new possibilities for
innovation and growth, creating a brighter future for
both passengers and the industry as a whole.

13 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience
Thanks for your attention!
References
• https://www.hitachirail.com/smart-mobility/smart-ticketing/
• https://uic.org/com/IMG/pdf/a_roadmap_for_digital_railways.pdf
• https://www.unife.org/wp-content/uploads/2021/03/UNIFE-POSITION-PAPER-ON-DIGITALISATION-OF-RAILWAYS.pdf
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• https://axotrack.de/en/the-future-of-rail-five-trends-for-the-rail-industry/

Picture references:
• https://img.freepik.com/free-photo/close-up-man-entering-subway_23-
2148383482.jpg?w=1480&t=st=1688507191~exp=1688507791~hmac=a33b003ebdb29830db5744fddbae671bd55c054fc02a09a31f9b53f5c609c161
• https://www.hitachirail.com/smart-mobility/smart-ticketing/
• https://img.freepik.com/free-photo/front-view-old-man-public-transportation_23-
2148626997.jpg?w=2000&t=st=1688507534~exp=1688508134~hmac=2991c58ab658e5491938727dc130116ce8843dfb7b547821f2571d3d06959aa2
• https://img.freepik.com/free-photo/front-view-old-man-public-transportation_23-
2148626998.jpg?w=740&t=st=1688507814~exp=1688508414~hmac=d5286808a005a3b52cdef460a8bd2040d550d8656b08b99ad7089d2d9b91b05b
• https://dribbble.com/shots/4268760/attachments/4268760-Smart-Train-Station-Saudi-Arabia-IoT?mode=media
• https://img.freepik.com/free-photo/people-using-smartphones-train-platform_53876-
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• https://img.freepik.com/freephoto/japanesesubwaytrainsystempassengerinformationdisplayscreen_232148954832.jpg?w=1060&t=st=1688507375~exp=168850797
5~hmac=51edac99bcfb101e02c59ad4c49c52848797890ba1a39a0d55970ad823535460

15 Digitalization in Rail Vehicle Technology | Siddharth Joshi, Pawan Singh and Dishant Patil | © ifs 2023 | 7 th July 2023 | Passenger Experience