Statutory Function 1 (SF1)
To issue advice and recommendations to the Scottish Ministers in relation to the strategic development of smart ticketing in Scotland.
In 2024-25 NSTAB will:
Benchmark the as-is situation for smart ticketing in Scotland including a review of inclusivity, accessibility and value-for-money
This Objective has been met.
The ‘Benchmarking Review’
In 2024 the Board engaged a transport focused consultant to meet with industry, undertake a detailed survey and report on the current ticketing and payment arrangements across all modes in Scotland and at specific examples of systems from the wider UK and internationally.
This 158-page report, “Benchmarking review of current practice: Scotland, UK and International”, is a key dependency for the work required in setting national technological standards for ticketing, and in providing advice on the future of smart and integrated ticketing in Scotland.
The Benchmarking Review has been drafted with specific reference to the Ministers vision for transport, specifically the need “To increase the use of sustainable public transport by providing smart and integrated ticketing, payment, and journey planning data enhancements, contributing to a healthier, fairer and more prosperous Scotland”. This is underpinned by core principles related to ticketing, specifically that they be more available, simple and consistent, that they are accessible and inclusive and that they promote affordable travel.
Section 4.10 of the Report outlines how the transport ticketing landscape across Scotland is very varied between the operators and modes, and even within individual operators who sometimes offer multiple retail channels, ticketing methods and products.
The majority of ticketing utilises pre-paid tickets delivered either as paper tickets, visually secured app tickets, barcodes or loaded onto smartcards. Some sizeable operators have established a Pay As You Go (PAYG) approach either on ITSO cards or using contactless EMV bankcard payment (cEMV) and this latter approach is gaining traction for commercial ticketing due to its simplicity and flexible customer offer.
For pre-paid tickets, the ticket needed is often not an obvious choice for the customer, in part due to the number of operators each with their own product range and in some areas the overlaid multi-operator schemes (sometimes multiple schemes in one area). There is some multi-modal integration (ZoneCard, Ridacard and Rail+Bus One-Ticket) but this remains fairly limited.
The PAYG schemes are currently single operator only throughout Scotland. Their users do not need to understand a complex fares structure to travel as the fare calculation is done by the system. However, for frequent travel over longer periods, PAYG schemes do not always provide the best value option. In addition, they often do not cater for all users.
Currently, the most consistent and widely used ticketing approach is that of the national entitlement schemes, which are based on the ITSO standard.
In relation to Accessibility and Inclusion, the findings of the Review demonstrate that (a) the online and app based retail provision of many operators and schemes are not compliant with current legislation; and (b) they offer a fairly limited view of accessibility, often focused on pure legal obligations at the expense of a more considered view of genuine access. From this, NSTAB is preparing advice to propose a more formalised approach to the publication and adoption of best practice guidance, and an approach to enforcement such as operator attestations of compliance or regular independent audits. The Board will also be considering innovative approaches to more inclusive customer research and design, including Human Centred Design (HCD).
A summary overview of the Benchmarking Review and a copy of the Report itself is contained within Annex A.
Identify and advise on quick wins and support partners in implementing enhancements of smart ticketing
This Objective has been met.
Quick Wins
In October 2024, the Board drew up a list of potential initiatives which could be developed without requiring new legislation and could be progressed using members existing networks and knowledge. The initial session generated 25 suggestions, with seven selected for further development. A summary of each win and its current status is given below.
Enhance integrated bus tickets retail offering (Grasshopper, ABC, One-Ticket) - Ongoing
Bus Operator Representatives have shared with the other scheme owners their experience of enhancing via mobile phone barcodes the ‘Tripper’ product for Glasgow and parts of Southwest Scotland and provided practical guidance and advice on applicable fares. The enhanced Grasshopper product is due to launch in 2025, with positive discussions underway with ABC likely to result in updates in late 2025.
U22s Transitionary Product - Ongoing
This was a late stage ‘win’ identified in January 2025. The Board have identified that individuals transitioning towards commercial tickets could be encouraged to keep using public transport with a bespoke review of their established travel patterns, which could be used to identify the most suitable commercial product(s) available for use when the free travel ends. Beep Travel have agreed to demonstrate suitable software which may facilitate this.
New Inverness Multi Operator Smart Ticketing Project - Ongoing
An Inverness / Inner Moray Firth and Lochaber Integrated ticketing proposal was made by Board Members to scheme owners in that area. RTP and Transport Scotland representatives have discussed feasibility of shared software and have confirmed it is possible.
Discussion has taken place with Aberdeenshire Council on the potential to share key software (back office) with Grasshopper. Future expansion might involve Highland and Aberdeenshire Council interests to see if Tripper might offer potential for a common back office and potential for common brand and Governance processes. Tripper already includes a number of operators involved in the Highland and Aberdeenshire / Aberdeen Ticketing projects.
Rail & Bus integrated & digital ticketing - Ongoing
Rail representative member has updated on the trials happening in England, and the work already underway to offer ‘PlusBus’ as an eTicket for the first time.
Scotrail new Kiosk procurement underway.
Pilot Area testing of a single Multimodal QR Code Standard - Complete
A nationwide Multi-modal QR code Pilot Standard was developed, peer reviewed, and security tested.
A test app was built, and Edinburgh Trams handheld devices were reconfigured to read the product. A successful live test was undertaken at Glasgow Central railway station, arranged between the Board and Scotrail. This complemented the other tests around the UK.
Marketing - Interoperability & Integrated Ticketing - Ongoing
Members have promoted public transport as part of their in-house social media content, primarily via Young Scot’s Instagram/TikTok channels. While there has been engagement and successful uptake, early findings are that only a co-ordinated media campaign with commensurate budget could progress this ‘win’ further.
Ferry integrated ticketing – with rail & coach - Ongoing
Discussions have been held between Ferries and Rail representative members, including ways to raise awareness of existing rail/sail ticketing or the free Scrabster taxi service. The Board are investigating avenues to make sure that both island residents and visitors are included in the scope.
Scotrail intend to raise awareness of options like PlusBus via their ‘Did you know’ marketing.
CalMac are set to launch an API (Application Programming Interface) in July 2025, which will allow CalMac’s ticketing and timetable software applications to communicate with other software applications, such as the Traveline Scotland App.
Following the completion of the benchmarking review, NSTAB is preparing a Standards & Technical Advisory Report for the Scottish Ministers, which will contain a section on additional quick win opportunities based on High Priority, Short Term Delivery and No/Low-Cost delivery parameters. This Standards & Technical Advisory Report is expected to be submitted during summer 2025.
Review the requirements and actions included within the Fair Fares Review, Climate Change Action Plan, and the forthcoming refreshed Smart Delivery Strategy, and advise on the implications for strategic development of a smart ticketing system in Scotland
This Objective has been met.
Over the past year, the NSTAB has reviewed and issued recommendations to the following bodies
Transport Scotland
Smart, Digital, Integrated Payments & Ticketing Delivery Strategy 2024 – prelaunch discussions with policy team (published 21 August 2024).
Fair Fares Review – advice provided to Transport Scotland as part of the development of the review (published May 2024).
In addition, the Year 2 Workplan of NSTAB is being revised to take into account the stated aim of the Government from the Fair Fares Review, in the short term to:
- Develop a proposal for a bus flat fares pilot for an area-based scheme to provide flat fares on bus travel, or reduced fares on zonal integrated travel for consideration in future budgets; and
- Develop a national integrated ticketing system, integrated travel hubs and develop proposals for an all-age national travel scheme and fare structure.
Provide a collective response to proposed ticketing study/report commissions, including:
- pre-tender proposals, consultations and calls for evidence;
- draft studies & reports; and
- published reports across the Scottish Government and within the Sector;
This Objective has been met.
Over the past year, the Board has reviewed and provided a collective response to proposed ticketing study/report commissions to the following bodies:
Competition and Markets Authority
Consultation on the Public Transport Ticketing Scheme Block Exemption (PTTSBE) Written response (November 2024).
UK Government Department for Business and Trade
Response to “Invest 2035” Consultation on the UK governments industry strategy which seeks to improve the business environment and address the identified barriers to growth across the economy (November 2024).