Advisory services that design, optimise, and deliver modern transport systems and services built around customer needs and stakeholder expectations.
We support Transport Authorities design and implement outcome-led transport models that translate policy into strategy, roadmaps and operational reality.
Our approach defines:
• how the service operates• who is responsible• how performance is measured• how fares are collected
Working with Transport Authorities, we balance strategic intent with delivery practicality, establishing clear Authority and Operator responsibilities and the mechanisms that hold both to account.
This includes:
• aligning contractual structures,• performance frameworks• ITS integration to support mobilisation• service performance• Authority-led oversight.
The result is a coherent and achievable model and roadmap, from strategy definition through to contract execution, that secures consistent, high-quality outcomes for customers and the network as a whole.
We design and implement transport operating models that deliver consistent and measurable outcomes across the network.
Our framework defines the roles, technology, capabilities, reporting, and governance needed across the Customer, Franchise, and Operator layers.
Operating Model Services
• Customer – Sets service expectations, manages feedback and accessibility, and drives continuous improvement through insight and engagement.• Franchise (Transport Authority) – Defines standards, performance frameworks, and governance to manage contracts, finance, and assurance across Operators.• Operator – Delivers day-to-day transport services in line with contract requirements, maintaining fleet, staff, data, and service performance.
The model ensures the Authority is right-sized to manage its Customer and Franchise functions, while Operators remain fully accountable for contracted service delivery.
We design and implement unified customer and ticketing systems that simplify travel and create a consistent experience across all transport modes. Our work combines fare policy, payments architecture and customer experience into one coordinated model that aligns with Transport Authority objectives and passenger needs.
With deep industry expertise in modern transit payments, we integrate both traditional closed-loop and open-loop contactless solutions, creating a single payments environment that reduces complexity and supports multi-Operators.
• Open Loop Payments – Design and implementation of cEMV (Contactless Europay, Mastercard and Visa) acceptance, mobile wallets and tokenised payments across modes.• Account-Based Ticketing (ABT) – Customer-centric architecture with multi-token support, enabling back-office fare calculation and simplified on-vehicle systems.• Fare Capping and Policy – Development of daily, weekly and periodic capping rules aligned to customer fairness, Transport Authority objectives and revenue protection.• Multimodal Integration – Unified fare and entitlement management across Operators and modes, with common tokens, settlement and inspection processes.
We create the UI design and specification for mobile Apps that respond directly to customer feedback and improve every stage of the journey. Using insights from the Apple Store and Google Play reviews, we identify service gaps and build features that remove friction and raise satisfaction.
Our work defines the functional, UI design and technical specification to deliver a single, customer-focused App that works across all transport modes.
Core features include:
• complaints and compliments• favourites and preferences• lost property management• places of interest and local tourism integration• journey planning• real-time service information• in-App ticketing and payments
We work with you to select the development agency and manage the end-to-end process, ensuring accessibility, data integration, performance, and compliance from initial design to live release.
We design the Intelligent Transport System (ITS) architecture and solution to connect the full operational environment for customer, on-vehicle, back-office, and Transport Authority systems.
Our focus is to design and future-proof interoperable solutions that support real-time operations, performance monitoring, and customer management.
We also support Authorities in procuring or upgrading systems to manage their new responsibilities as centralised controllers, covering:
• Ticketing and payments management• Customer engagement and feedback systems• Performance reporting and operational analytics
For franchised networks, this includes integration between Operator systems and the Authority's central control environment, enabling oversight of operational service, ticketing, and performance data. The outcome is a integrated ITS framework that gives the Transport Authority full visibility and control across the network while ensuring Operators remain accountable for delivery.
We define enforceable performance frameworks that hold Operators to account and give the Transport Authority full visibility of outcomes.
A few key Operator's KPI obligations include: punctuality, lost mileage, patronage growth and customer satisfaction.
Our model enables the Transport Authority to measure, monitor and enforce these KPIs through two key tools:
• Performance Dashboard – Real-time and intra-month reporting of service performance and trends, enabling proactive intervention before issues escalate.• Financial Calculator – Automated calculation of performance-related adjustments, quantifying non-performance in areas such as punctuality, lost mileage, and customer experience.
Together, these tools link operational performance to financial accountability, supporting continuous improvement, transparency, and Authority-led governance across the network.
Intelligent Transport Advisory was established to support national and regional Transport Authorities and Operators design, procure and deliver modern transport services that work for customers. Our vision is to make customer-focused, information-rich and operationally efficient public transport simpler to manage and run. Key members of the team include:
James leads transport architecture and delivery across national and international public transport programmes.
He provides direction on strategic service and technical change, defining the target architecture, operating model and delivery approach, needed to achieve operational excellence and customer-focused outcomes.
His expertise covers all aspects of ITS that connect ticketing and payments, customer information, integration and data across on-vehicle, depot and back-office environments. James has advised on large-scale transport programmes across the United Kingdom and Asia Pacific, helping Transport Authorities modernise systems and deliver improvement in service quality.
Mark converts transport strategy into transformation delivery. He develops outcome-based roadmaps, mobilises complex programmes, designs and embeds operating models that strengthen service performance and improve the customer experience.
With a background in customer operations, outsourcing and public utilities, he has led major turnaround and transition programmes, applying strong commercial and contract management to secure delivery outcomes.
Mark integrates analytics, marketing and operations to target demand, personalise communication and measure end-to-end performance.
Steve is a recognised specialist in smart ticketing, revenue protection and multimodal integration.
He translates commercial, technical and customer requirements into practical ticketing strategies that deliver tangible outcomes.
During his 16 years at Transport for London, he led major initiatives in integrated ticketing, funding and supplier governance, and now advises internationally on multi-modal schemes and fare policy.
Steve applies data-driven analysis to tackle fare evasion, strengthen controls and improve both revenue assurance and passenger experience.
We'd be happy to discuss how Intelligent Transport Advisory can support your transport programme or address a specific challenge.
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We look forward to connecting with you and will respond to your enquiry as soon as possible.
