Shashi Verma of Transport for London spoke at the Rudin Center
Shashi Verma, Director of Customer Experience at Transport for London, spoke at the Rudin Center on Wednesday, October 28th about London’s experience with next-gen fare collection systems, making the point that customers don't want a ticket, they want transportation. During his time at TfL, Verma has focused on ways to drive down the costs associated with revenue collection and redirect those funds to improve the customer experience.
Verma's presentation focused on how London has implemented contactless card payments and how this has and will continue to shape the London transit system. He noted that 20 percent of England's contactless card transactions are TfL-related. The crowd was amazed to learn that riders are refunded automatically when they are significantly delayed by signal failures or other issues.
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Photos by Don Pollard.