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ScotRail appoints ACT as smart ticketing prime contractor

01 July 2013

ScotRail has appointed ACT as prime contractor to supply and support its smart ticketing infrastructure.

ScotRail is part of FirstGroup and operates domestic passenger trains within Scotland and the cross-border Caledonian Sleeper service to London. It undertook a two year multi million pound trial to implement an ITSO compliant smart ticketing solution for its flagship service between Glasgow and Edinburgh, which represented a significant investment in upgrading the ticketing, validation and ticket gate infrastructure.

Following the successful launch of this pilot scheme, the project was extended for a further two years and, following a comprehensive procurement process, ACT has been appointed prime contractor and systems integrator. The contract will secure ScotRail’s smart ticketing infrastructure until the end of its franchise agreement with Transport Scotland.

ACT has supplied its HOPS and CMS back office ticketing service to ScotRail since the smart ticketing pilot was launched in 2009. As part of the new two-year deal, ACT will continue to supply existing services but will also provide overall systems integration for the other key components of the infrastructure, such as gate validators, TVMs and smartcards.

The contract assigns overall programme management responsibility to ACT, leveraging its system delivery and support expertise and drawing on wide ranging expertise in bus and rail smart ticketing implementations. As the technical design authority, ACT will support ScotRail and third party sub-contractors to ensure that the technology, systems and processes are in place to manage the continued roll-out and development of the smart ticketing scheme.

Gary Watts, ACT CEO, said,” We are delighted to be awarded this prestigious contract. Over the last 18 months we have invested in our managed service infrastructure, together with our delivery and support capability, so that we can deliver services that put the customer at the heart of rail travel. Our established ticketing systems and solution design expertise put us in an ideal position to manage and support ScotRail’s transport ticketing infrastructure.”

Responsive ServiceDesk support
ACT’s expanded service operation has been selected to provide helpdesk support for ScotRail and all the sub-contractors supporting its ticketing infrastructure.

The ServiceDesk team support an international client base, across the public and private sector, with a highly skilled team of knowledgeable support engineers. ACT operates a system of clear ownership, so customers have a single point of contact to ensure a reliable and speedy resolution. Service monitoring technology is used to identify possible problems in customer systems before they impact service, so they can be fixed before there is any impact on service availability.

Gary Watts added,” We have been transforming our service operations over the last 6 months and have a knowledgeable team of support engineers, committed to achieving the highest levels of customer satisfaction. Coupled with our investment in infrastructure and service monitoring technology, we provide an agile and proactive operational service which assures the highest level of service availability.”


For more information, please contact: Joanne Hutchinson, Marketing Manager, Applied Card Technologies Limited.

T: 01249 751200
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