Business Models for Mobile Fare Apps (2020)

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97 Case Example Interview Guide The following list of questions was used to conduct semistructured interviews with staff from transit agencies that served as case examples. Background on Your Agency’s Mobile Fare Payment App These questions request background information on your agency’s mobile fare payment app. • History: Please briefly describe how your mobile fare payment app was: 1. Procured. 2. Launched. 3. Expanded. • Reason(s): What was your primary motivation for deploying the mobile fare payment app? Vendor These questions are about your mobile fare payment app vendor. • Relationship: How would you describe your agency’s relationship with your app vendor? • Customization: How much customization has your vendor done on your mobile fare payment app? Describe each type of customization (such as those listed below) and the associated costs. – Specific fare types? Agency branding? Other features? Additional items? • Ongoing Roles and Responsibilities: Can you please describe your vendor’s roles and ongoing responsibilities (such as those listed below)? – Payment processing? Hosting the app? Customer service? Marketing? PCI compliance? Reconciliation? Other? Integration with Your Agency’s Existing Fare Collection System [if applicable] The following questions pertain to integration of your agency’s mobile fare payment app with your larger fare collection system, including customer-facing equipment and your back office systems. • System Integration: How (if at all) is your mobile fare payment app integrated with your other ticketing equipment (e.g., fare boxes on buses, fare gates in stations, vending machines)? With your overall fare collection system? 1. Describe integration from a technical perspective. 2. Describe fare collection equipment and roles of vendor(s). A P P E N D I X C

98 Business Models for Mobile Fare Apps 3. Describe the back office system and roles of vendor(s). 4. Describe the contracts. 5. Describe the costs. Regional Integration [if applicable] The following questions pertain to integration of your agency’s mobile fare payment app with other transit agencies/operators in your region. • Regional Integration: How (if at all) is your mobile fare payment app integrated with other agencies/operators in your region? 1. Describe integration from a technical perspective. 2. Describe fare collection equipment, roles of each agency/operator, and roles of vendor(s). 3. Describe the back office system and roles of vendor(s). 4. Describe the contracting process. 5. Describe the costs. 6. Describe reconciliation. Integration with Other Apps [if applicable] The following questions pertain to integration of your agency’s mobile fare payment app with other applications. This includes deep links, APIs, and SDKs. • Deep links: Does your agency have deep links between the mobile fare payment app and other apps (e.g., real-time information apps, etc.)? If so, please describe it. Who pays for it? Describe set up and contracting process. • APIs: Does your agency have a mobile fare payment API that can be integrated into other apps (e.g., real-time information apps, etc.)? If so, please describe it. Who pays for it? Describe set up and contracting process. • SDKs: Does your agency have a mobile fare payment SDK that can be integrated into other apps? If so, please describe it. Who pays for it? Describe set up and contracting process. Lessons Learned The following questions ask you to look back at your experience and think about lessons learned. • Lessons: In hindsight, what were your biggest lesson(s) learned? • Advice: What advice would you give to other transit agencies who are planning to launch mobile fare payment apps? This could be something you did “right” or something you got “wrong.” The Future The following questions ask you to look forward to the future. • Your Agency: What are your agency’s specific plans for your mobile fare payment app in the future? • The Broader Market: How do you see the broader mobile fare payment app market (technologies, vendors, etc.) evolving in the next few years?

Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America’s Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TDC Transit Development Corporation TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S. DOT United States Department of Transportation

Business M odels for M obile Fare A pps TCRP Synthesis 148 TRB TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-48133-5 9 7 8 0 3 0 9 4 8 1 3 3 5 9 0 0 0 0