TSS spearheads improvements in Concessionary bus pass scheme

In October 2018, Transport Service Solutions successfully transferred management of Cheshire East Council's Concessionary Bus Pass Scheme to an entirely new system for TSS to manage on their behalf.

Previously, the scheme had been administered by a consortium agreement with three neighbouring authorities. To provide a value-added service, TSS registered its own products with ITSO (the standards agency for smart card ticketing) and following a procurement exercise, our new supplier has implemented a user-friendly and cost effective system.

TSS liaised closely with both old and new suppliers to ensure a smooth transition between systems and were in regular contact with bus operators to ensure that their on-bus ticket machines were configured to accept the new Cheshire East passes. Frequent updates to the Council's customer services operation were issued to make sure that they had the right information at the right time and were able to share this with customers. TSS also designed and distributed posters and leaflets with clear, concise information for use at Customer Service points and on bus services.

The new scheme has been hailed a great success, making substantial savings for the Council which will continue year on year. The new system is also fully GDPR compliant with enhanced fraud protection features as well as an improved customer information database and faster processing times for pass production. Another huge 'plus' for older persons pass holders is that they no longer have to contact us to renew their passes after five years as the system now has inbuilt auto-renewals. Going forward, TSS will be looking at further system enhancements including automated operator reimbursement payments for even greater efficiency.

As part of the consolidation of the concessionary bus pass system, a new customer-friendly online portal has been developed which will provide an easy self-service application facility and this will be rolled out in the coming months. Cheshire East Council is delighted with the ongoing savings that this will produce and the confidence the new system will give to customers, knowing that their data is effectively protected.