One of the UK's leading public transport providers enabling more than a billion journeys each year on bus and rail services. Employing around 23,000 people across the country, over one billion passenger journeys are taken on their bus and rail services each year.



  • Introduction of ITSO enabled Smart cards on the bus network to improve efficiencies and improved operational performance
  • Local authorities serviced were at different stages of their implementation
  • The primary customer base (over 60s) were less technology literate than the average for the UK population


Alchemmy's Solution

  • Alchemmy conducted a detailed work flow assessment of an end to end journey, taking into account all potential variations
  • Based on the data captured and analysed, Alchemmy recommended a set of changes and process improvements to improve performance
  • For example, the pre-boarding instructions in the bus stops were simplified and focused; the smart card touch in stations were moved  closer to bus-driver such that he/she would be able to assist passengers from a seated position as necessary
  • The cards were also improved in design to aid with their use


Business Benefits for our Client

  • Improved the efficiency and speed of boarding process by 20%
  • Contributed to improved accuracy of timetabling, due to this speedier boarding, reducing average delays by service by 17%