Auckland Transport have finally fixed what was perhaps the biggest issue with HOP, the blacklisting of cards when an auto top-up fails. Below is the email they sent to users of auto top-up on Friday
Great News: We’ve made some changes to improve the Auto Top Up service.
You asked, we listened!
Following customer feedback about the Auto Top Up service, from today, 11 November 2016, the following changes are happening:
1. You’ll still be notified when your Auto Top Up triggers but you’ll also be notified if we’re unable to collect the payment.
2. We’ll try up to 3 times to collect the payment and keep you posted throughout.
3. If we’re unable to collect the payment, your Auto Top Up will be cancelled and the top-up amount (that hasn’t been paid for) will be removed from your AT HOP card, however we will no longer cancel your AT HOP card.
4. If the removal of the unsuccessful top-up amount puts your card into negative balance, the card will need to be topped up to a positive balance again before you can use it for travel. A negative balance can be cleared by topping up your card by $5 (minimum top up) or by the value of the negative balance, whichever is greater.
5. You then have the option to update your payment details and set up a new Auto Top Up.
We hope these changes will enhance your AT HOP experience.
Cancelling the cards of probably some of your most loyal customers, potentially leaving them stranded and forcing them to shell out $10 for a new one had to be one of the worst customer experiences an organisation could come up with. As such this is a huge improvement, it’s just a shame it’s taking this long.
Now let’s hope they can fix some the other user unfriendly features.
Late last week Auckland Transport announced that they sold their millionth HOP card.
Thanks a million Auckland – the millionth AT HOP card has just been sold.
AT HOP is the smart card which can be used for bus, rail and ferry travel throughout Auckland. https://www.youtube.com/watch?v=891uUQSa2gk
Group Manager AT HOP, Denise Verrall, says as of June 2016, surveys indicated that 42% of Auckland adults have a HOP card. “We’re very happy with the numbers using AT HOP, the same time last year 33% of Aucklanders surveyed said they had a card so that’s a great improvement.”
The AT HOP card was rolled out on trains in late 2012 and then extended to ferry and bus services.
Four out of five customers now choose to pay for their public transport trip with the card. “The card gives a discount of at least 20% off single trip cash fares, excluding SkyBus and Waiheke ferry services. When you tag-on with your AT HOP card it is read in a 300th of a milli-second.
“Using public transport is now so much easier with the AT HOP card and Simpler Fares. Paying with an AT HOP card allows customers to pay just once for a single journey, that can involve up to five bus or train trips over four hours, with a maximum transfer time of 30 minutes between each trip.”
Denise Verrall says the uptake of the card has been very strong in Auckland. “In 2013, Oyster the London travel smartcard, was used in over 85% of trips vs cash tickets, after 10 years in the market. In comparison, HOP has now reached 85.5% after 4 years in the market, so we are very pleased with the uptake of HOP by Aucklanders.”
One million cards and achieving an 85% use is a good result – although the latter is a little bit false as it turns out that it excludes trips made using operator products (i.e. the special passes on the ferries). They say that now 42% of adults in Auckland have a HOP card, up from 33% a year ago.
With the Simplified fares now rolled out and the new bus network coming I suspect it will only further encourage people to use HOP and one day hopefully it’s use will supplant the separate systems used on some ferry routes.
A few days before this announcement, AT sent out an email to HOP users stating that prizes could be won just for using your card.
This September, the millionth AT HOP card will be sold in Auckland.
We think that’s worth celebrating with you, so every time you use your registered AT HOP card during September, you’ll go in the draw to win $100 HOP Money on your AT HOP card*. We’ll draw 2 winners every Friday in September 2016 … 10 prizes in all!
Thanks for getting on board with one of a million AT HOP cards. Thanks a million!
My first thought on reading this was one I’ve had many times before, why isn’t this a regular and ongoing feature of HOP. It seems like the kind of simple thing that they could do encourage both PT and HOP use and one that doesn’t cost all that much in the grand scheme of things. In a similar vein, I also think AT should be looking include elements of gamification to the HOP system to encourage use.
Other than changing fares, what would you do to encourage more people to use HOP?
As mentioned this morning, at Auckland Transport’s board meeting today there is an interesting paper giving an overview of the HOP system, which AT say is the third largest financial transaction system in the country. Here are some of the figures from the paper.
- AT have sold just over 965k HOP cards while they had only anticipated selling 338k over the same period – a case of AT underestimating demand? It certainly wouldn’t be the first time they’ve done that with a public transport initiative. They say they typically sell about 23.5k per month but that has increased to 26k per month due to the SuperGold card conversion that took place recently. I also wonder how many are due to people who have bought more than one due to cards being blacklisted.
- AT say that as of July, 86% of trips are made using HOP and that compares favourably with systems overseas which have taken much longer to get a similar level of use. Trains still have the highest level of HOP use with 87% of trips being on HOP compared to 85% on bus (note: the graph below is to June, HOP usage has increased since then primarily due to the SuperGold card conversion.
- AT now have 74 ticket machines at train and busway stations plus one in the Manukau Mall. There are also 73 retailers and 10 customer service centres.
- All up the project has cost just under $100 million. That’s certainly a lot of money (and time) but nowhere near what the two biggest cities across the ditch have paid.
- In the 2015-16 financial year (to end of June), the HOP system processed over $193 million in revenue. That was up 10% on the previous financial year and up 26% on two years prior. The charts below show where that revenue comes from (AT just stop with using pie charts will you).
- There is currently $11.8 million in the HOP account, 85% of which is from stored value on cards and the remaining representing monthly passes. There is also a noticeable trend in January with the values dropping, presumably as people used up their remaining balance before going on leave over summer.
- HOP costs $16.6 million to run every year which is well above the expected $9 million from the business case. The additional costs get a 57% subsidy from the NZTA. AT give the following list of reasons for why opex is higher than expected.
- Additional bus services which increased the cost of system support
- Increased AT HOP Operating Staff from the original budget of nine FTEs to 37, in order to support retailers, operators, and customers
- BT test support to provide system testing of BAU changes and system enhancements (average of 40 route changes are made each month).
- Additional finance support – providing reconciliations, settlement support and process development (recognition that the AT HOP System is a significant financial system).
- Increased banking fees, secure cash collection and retail commission due to the high uptake of the AT HOP Card
- Removal of the 25 cent transaction fee for Top-up transactions
Also included in the paper is one of the worst business diagrams you’ll see, I’m still not sure what ticking and clocks have to do with it. But still a lot better than this.
Now that integrated fares have finally been rolled out (and done so successfully), many will be interested to know what’s next for HOP. After all payment systems are undergoing rapid change right now. Here’s what AT say about it.
The development opportunity to improve customer service offerings is being actively pursued by the AT Metro, HOP and BT teams. This may include the ability to use credit cards or phone applications for payment and the potential to extend HOP to other services such as parking. Other options include online bus updates for balances, mobile top ups, use of the ATM network and account based systems. Whilst many of these are feasible to a degree, e.g. bus updates for balances is probably only available at 10-15 minute intervals, much of this technology is new, not only to Thales but other card systems as well. Generally, development is very slow and expensive which has limited the ability for AT to progress at pace these types of initiatives. Currently AT is investigating a solution to enable the HOP card to use Near Field Communications on a smart phone and the business is working with Thales on proposals for a real time top up ability via smart phone to the physical cards.
Let’s hope we don’t have to wait years for some of these features which should almost be a minimum standard these days.
Auckland Transport’s HOP card generally works pretty well for most people and is a vast improvement from what we had before with different ticketing systems for each mode/company. But almost 5 years on, it still has some amazingly annoying and very customer unfriendly bugs/features that they’ve never fixed. One of the chief among these what happens when an auto top-up fails due to a credit card expiring. The issue goes like this:
- Person sets up for their HOP card to be automatically topped up by a chosen amount from their credit card every time the HOP card drops below a pre-set balance. A great feature when it works.
- When the credit card expires – unlike most companies which a) stop attempting additional payments and b) contact the customer to get them to update the credit card details – AT keep on trying to charge the existing card. After failing a three times, AT then block the HOP card. The customer is blissfully unaware the payment has failed as the system will have already put money on the HOP card, until it is blocked.
- The customer then has to shell out $10 for a new card and in many cases loses whatever credit was left on their HOP card.
To make matters even worse, it appears that the original card and ‘stolen’ balance still show up when people log on.
Thanks to an OIA from one person affected, the herald have now revealed just how much this has happened.
More than 12,000 people have had their AT Hop cards blacklisted because their automatic top-ups failed.
And Auckland Transport is now reviewing its processes around how it notifies customers that their card is about to be blocked.
Yve Bourke was left stranded in July when her card was blacklisted and depended on the kindness of a stranger to pay her bus fare because Auckland Transport hadn’t told her that her card had been blocked.
“I went to get on the bus one morning and it declined and I thought, ‘That can’t be right’ so I tried a few more times and the bus driver told me I had to get off the bus.
“Luckily some lovely man paid for me who said to me, ‘You should check your credit card if you’ve got an auto top-up because mine expired mine last month and I got blacklisted.”
That turned out to be almost exactly what happened Bourke.
While I haven’t had it happen to me, I know it is incredibly annoying and embarrassing to find your card not working. I had it recently when an online top-up was delayed despite being before AT’s 10pm cutoff. This particular customer seems quite lucky that AT both transferred her balance and refunded her the cost of a new card. Most others I’ve heard this happened to aren’t so lucky.
So infuriated with the process, Bourke fired off an Official Information Act request to find out how many others had gone through the same ordeal.
Since their roll-out in June 2013, 12,124 people have had their cards blocked because of top-up failures totalling more than $330,000 in remaining value – however this figure includes the amount of the automatic top-ups even if the payment didn’t go through or whether the customer transferred the value to another Hop card.
Auckland Transport was not able to provide the actual amount of customers’ prepaid credit which it’s seized.
HOP actually first rolled out to trains at the end of 2012 but I’m guessing June 2013 is the date that AT pulled the data from. Based on that, it works out at AT blacklist an average of almost 11 cards every single day, that is huge. If it caused say 5% of those people to stop using public transport, that could equate to 300,000 trips a year.
Given the numbers this has happened to and the comments here and on social media we’ve regularly seen over the years, AT’s explanation that it they notify customers appears to be complete BS.
Spokesman Mark Hannan said three attempts were made to complete Bourke’s automatic top-up and admitted a trigger email wasn’t sent because there were two email addresses attached to her account and there “was some confusion”.
Usually, a customer would be notified of the problem twice before the card is blocked.
The agency is working on an AT Hop website improvement project which includes reviewing the notification process to “improve both the content of the email notification, and the subject, to make it clearer for customers”.
As mentioned this is only one of the many annoying quirks of HOP that exist and which have never been fixed. Some others include, but not limited to:
- If you top up online but don’t tag on within 60 days the money disappears into a void.
- Tagging on, then topping up as your balance is low, then tagging off can charge a penalty fare.
- They still advise it can take up to 3 days for an online top up to occur – even only updating daily was archaic four years ago.
I was aware the upgrade to Simplified Fares (this Sunday) involves some significant software upgrades to the HOP system. As such and not long before the fares were announced I asked Auckland Transport if the upgrade would also address some of these frustrations. The only answer I got was that they wouldn’t comment on it.
If improvements aren’t coming as part of the changes this weekend, then AT need to get on with it and with some urgency.
In just over a month those over 65 will no longer be able to just wave their SuperGold card to get free public transport. Instead, following changes made by the government, they will be required to have an AT HOP card with a concession loaded. There are currently about 180,000 people in Auckland with a SuperGold card and that is growing by about 7,000 a year and AT say almost 42,000 already have a HOP card with the SuperGold concession loaded. That also means that potentially around 140,000 people won’t be able to travel unless they make the change over the next month.
Auckland Transport have launched a campaign to get those with SuperGold cards on to HOP including introducing a new SuperGold specific HOP card – although those with blue HOP cards can keep using those.
Switching SuperGold public transport use to the AT HOP card will also reduce improper use of the SuperGold concession and permit improved planning of public transport services making the scheme more sustainable, reducing taxpayer and ratepayer costs.
Mr Lambert says seniors using public transport in Auckland who do not yet have an AT HOP card will need to purchase one by 30 June, at a cost of $15 (the AT HOP card costs $10 and it must have a minimum of $5 credit loaded onto it at the time of purchase) The $10 card purchase price is non-refundable.
“We’re working with the Ministry of Transport and directly with seniors’ advocacy groups to make the process as easy as possible for seniors,” he says.
Auckland Transport is making an information pack available to all SuperGold cardholders, advising seniors of the changes and explaining how to purchase an AT HOP card and load a SuperGold concession.
“We have worked directly with seniors in focus groups to ensure the information provided is clear and easy to understand,” Mr Lambert says.
SuperGold card users purchasing an AT HOP card from 9 May will be issued with a specially designed, distinctive gold AT HOP card. However, blue AT HOP cards loaded with a SuperGold concession will continue to be accepted after 1 July 2016. Auckland Transport will be in contact with individuals who have a blue AT HOP card loaded with a SuperGold concession regarding the process to swap out their blue AT HOP card for a gold AT HOP card free of charge after 1 July 2016.
Having a specific SuperGold card is a good idea but oddly though it’s not a replacement for the SuperGold card so those eligible will have to carry both cards. Similarly, the Ministry of Social Development appear to have refused to help AT in the change over. I understand this isn’t the first time the MSD has done this and it appears to me that they want to operate in a silo over the whole thing.
At the same time Grey Power is calling the requirement to buy a HOP card cruel. While I understand why they’re saying it, I personally thing that’s a bit rough given that Auckland Council/Transport go beyond the SuperGold benefits and also cover evening peak travel too. Paying $15 for essentially unlimited free travel is still a very good deal.
I would expect most people who read this blog are likely to already have a HOP card with the concession loaded but
With the discussion on SuperGold I thought I’d also take a quick look at some of the figures around SuperGold which can be found on this NZTA site. It has annual data up to the end of June last year
In total there were 12.6 million trips via SuperGold across NZ in the 2014/15 year and that was worth just over $26 million in fares.
SuperGold trips in Auckland accounted for about 56% of that national total although only 54% of value of fares. For 2015 the breakdown of trips by mode and the percentage of total trips by that mode were:
- Bus – 5.9m (9.9%)
- Train – 680k (4.9%)
- Ferry – 445k (8.0%)
- Total – 7.1m (8.9%)
The costs are quite different though due to the high cost of ferries. In the brackets is the cost per trip
- Bus – $9.8m ($1.66)
- Train – $1.5m ($2.27)
- Ferry – $2.8m ($6.24)
- Total – $14.1m ($2.01)
The more I look at the events and data of 2015 the clearer it becomes that this has been a profoundly significant year for Auckland. It is my contention that this year the city reached a critical turning point in its multi-year evolution back to true city pattern. I have discussed this change many times before on this forum, most notably here, as it is, I believe, an observable process that has been building for years. Generally it has been gradual enough, like the growth of a familiar tree, as to easily pass unobserved, but now I think it has passed a into a new phase of higher visibility. The group who see it most clearly are people returning from a few years overseas. Many ex-pats express surprise and wonderment at the myriad of changes in quantity and quality they find here on returning.
Changing City: New apartments with views over the city and harbour, a Victorian school and park, 20thC motorways, and the new LigthPath.
Below is a summary of evidence for 2015 being the year Auckland returned as a city, in fact the year it crossed the Rubicon onto an unstoppable properly re-urbanising path. Later I will add another post on how 2016 and beyond is certain to see the city double-down on these trends, and why this is very good news. This transformation is observable in all five keys areas:
DEMOGRAPHICS. New Zealanders returning in big numbers are one of the key metrics of 2015. Along with new migrants and natural growth, the other change driving Auckland’s demographic strength is fewer people leaving, all of which, of course, are a vote of confidence in the city as a place to want to live and to likely fulfil people’s hopes for a better future. Population growth for the year was at 2.9%, the strongest rate since 2003, the strongest in the nation, and biggest raw number on record. See here for Matt’s [Population Growth in 2015] and Peter’s [Why is Auckland Growing?] posts on these issues.
And importantly for my thesis many more people are moving into the centre, particularly into new apartments. This is a evidence that the The Great Inversion is happening in Auckland as it is all over the developed world; the return of vitality to centre cities all over. Auckland’s urban form is reverting to a centred pattern; with proximity to a dense centre as a key determinant of value.
TRANSPORT. The huge and sustained boom in rail ridership way in advance of population growth is the headline transport news of 2015, and is the result of the upgrade in quality, frequency, and reliability of the service brought by the new electric trains. Sustained growth of over 20% is very strong; this year every four months an additional million trips have been added to the running annual total; 13 million in March, 14 million in July, 15 million in November. I am not overstating it to say that these numbers change a great deal: They change the argument for further investment in rail systems in Auckland, and significantly they change growth and development patterns across the city:
Elsewhere on our Public Transport systems the news is great too; The New Bus Network is just beginning, and is already showing huge growth in the few areas it is in effect. This year we have also seen new ferry services, including a new private Waiheke service that means there is much more like a real turn-up-and-go service there [started late 2014]. Ferry modeshare is holding its own at 7% which is a strong showing given the explosion in rail and bus numbers.
Importantly AT is now routinely rolling out long overdue bus lanes across the city. And now that they are doing this confidently and more consistently, surprise and anguish about this more efficient re-purposing of roadspace by car drivers has fallen away to nothing- there surely is a lesson there.
So total PT ridership cleared 80 million annual trips this year, for an overall growth of 8.1%, a rate running at nearly 3x population growth, evidence of a strong shift to public transport at the margin. Growth that is certain to continue despite capacity issues becoming pressing at peak times on both buses and trains.
HOP card use also became strongly embedded this year [except on the ferries] which is another sign of a maturing system.
More population and a growing economy of course means more vehicles and more driving on our roads, [see: What’s Happening to VKT?] but because of the powerful trend to Transit outlined above the per capita number is flat to falling. This is a historic shift from last century when the two tended to move strongly in lockstep.
Another discontinuity from last century is that GDP and employment growth have also separated from driving VKT, as shown in the following chart from Matt’s post linked to above. Another sign that the economy too is shifting on the back of public transport, and not driving as much as it was last century:
So whereas investment in the rail network has been answered by an extraordinary boom in uptake the multi-year many billion dollar sustained investment in driving amenity has not led to massive uptake. It is hard to not conclude from this that 1. We are far from discovering the latent demand ceiling for quality Transit; only the degree of investment will limit it. And 2. Driving demand in Auckland is saturated; this mode is mature, well served and not the area to invest in for new efficiencies or growth.
2015 also saw the launch of the Urban Cycleways programme; a multiyear government led investment in infrastructure for walking and cycling. This, like the Transit boom is another shape changing departure from the past. Although the active modes are not well counted [what a culture counts shows what it values] it is clear that the shift back to the centre is also accompanied by a growth in active mode transport. This is one of the great powers of Proximity; the best trip is the one that isn’t need because the potential traveller is already there, or near enough to use their own steam:
DEVELOPMENT. All over the city investment is going into building projects of various kinds, the retirement sector is particularly strong, as is terrace house and apartment buildings, all three at levels not seen for a decade and together support the argument that Auckland is not just growing but also changing shape into a more more city-like pattern, as John Polkinghorn has kept us up to speed on all year on the Development Tracker:
Significantly there is also renewed investment into commercial projects especially in the City Centre, led by Precinct Property’s 600 million plus Downtown rebuild and tower, and Sky City’s massive Convention Centre and Hotel project between Hobson and Nelson. Additionally Wynyard Quarter is also moving to a new level soon with a mix of Hotel, Residential, and Commercial buildings. Somewhere in the region of 10 billion dollars of projects are underway or close to be in the City Centre. And as Peter clearly illustrated recently this is in no small part due to improved regulatory conditions [The High Cost of Free Parking].
ECONOMY. Cities exist simply because of the advantages for humans to be in close proximity to each other for transactions of all kinds; financial, cultural, social, sexual. And Auckland is beginning to show real possibility of opening up an agglomeration advantage over the rest of the country now that it is really intensifying. The latest data on Auckland’s performance shows a fairly consistent improvement over the last five years
POLITICS. Two major political programmes begun this year will have profound impacts on Auckland for decades to come. The first is the Auckland Transport Alignment Process. Something we haven’t discussed on the blog because we are involved in it and are awaiting the first public release of information which will be soon. Then we will certainly be discussing the details of this ongoing work. But the importance of this process is already clear; it is a reflection of a new found acceptance but the government that Auckland’s economic performance matters hugely to the nation and that transport infrastructure investment is, in turn, critical to that performance. We are of course striving to make the case for a change in the balance of that investment in Auckland away from a near total commitment to urban highways now that motorway network approaches completion [post Waterview and Western Ring Route] and that the evidence of success from recent Transit improvements, particularly to the Rapid Transit Network, is so compelling. There are hurdles here in the momentum and habits of our institutions and politics but also huge opportunities to really accelerate our cities’ performance across a range of metrics through changing how they are treated.
The other political shift is another we are yet to cover in depth but soon will, and that’s the agreement in Paris on Climate Change. This does indeed change a great deal. The city and the nation will have to ask the question of all decisions around urban form and transport how they fit with the new commitment to reduce our carbon intensity. This will clearly lead to a further push for higher density and greater emphasis on Public and Active Transport, as these are current technology and long term fixes to this global challenge. Unleashing further the urban power of proximity and agglomeration economies. So much of the conversation around New Zealand’s carbon intensity is around the agricultural issue and this tends to ignore the opportunities our cities offer, particularly Auckland, and particularly the Auckland transport systems, to this problem.
Cities are emerging as the key organising level that are most able to react to this problem as discussed here in The Urban Planner’s Guide to a Pst-COP21 World:
In many ways, Melbourne’s experience represents a coming-of-age of the urban sustainability movement. The private sector is listening to cities and responding. Now it’s up to cities and national governments to continue the conversations that began at COP21 and continue the evolution.
“The commentary for a long time has been ‘nations talk and cities act.’ We’ve been part of that dialogue too. That’s changing now,” said Seth Schultz [director of research at C40 Cities]. “National governments are coming to organizations like ours and saying ‘help us. We get it.’ I want to change the trajectory of the conversation. Cities are a vehicle and everyone should be getting in that vehicle and joining in for the ride.”
So in summary 2015 has seen:
- Completion of Electrification of the Rail Network and the New Trains
- The start of the New Network
- New Interchange Stations
- New Buslanes
- Improvements to Ferry services
- Start of the Urban Cycleways Programme
- CRL start
- Paris COP 21
I will follow this post with another looking ahead to what is going to be a huge 2016/17. Here’s a short list to start with:
- Fare Integration
- Further Interchange Stations
- Western Line frequency upgrade
- New Network rollouts
- Queen St Buslanes [so overdue]
- More Cycleways
- SkyPath underway
- CRL seriously underway
- Huge city developments begin
- ATAP concludes
- Council elections
- Progress on Light Rail [it could be closer that many expect]
For all the frustrations and compromises that we’ve highlighted over the year I think it’s very clear that there are many very hard working and dedicated people in AC, AT, NZTA, and MoT and their private sector partners and it is their collective efforts in a very fast moving and changing field go a long to making Auckland the dynamic and exciting city it is fast becoming. I am keen to acknowledge their efforts. Onward.
I also want to personally thank my colleagues here at the blog, as it has been another big year for us, Matt, Peter, Stu, Kent and John, from whom I continue to learn so much, it doesn’t look like we are going to be able to give this up anytime soon…
Also I would like to shout out to colleagues over at Bike Auckland, our sister site, they’ve had a fantastic year, so cheers to Barb, Jolisa, Max, Paul, Kirsten, Ben, Bruce and the rest.
And of course to y’all, the reader, you are what really makes this thing work, so if what we do here makes any kind of difference, ultimately that’s because of you.
Kia ora tatou…
Change is afoot for Auckland Transport’s HOP card with them increasing the price of it but also looking to expand the use of the card.
On the first point, they will increase the cost of buying a card from $5 back to $10 on December 17. This seems like a backwards step given AT need to be encouraging as many people to use HOP as possible. While the vast majority of current PT users are already using HOP a large number of people are still using cash and on buses in particular that can really slow trips down. Figures from AT’s board report show that around 74% of all trips use HOP. There is a bit of variation in HOP use by mode, it is used for around 80% of rail trips, 76% of bus trips but only 27% of ferry trips. There is also likely some variation in use of HOP between weekdays and on weekends and AT have said HOP use on weekdays is more than 80%.
AT also say they think that at $10 the card represents “excellent value” and that a regular customer will pay off the $10 cost in just over a week. This is based on research they’ve done suggesting most customers take about 6 trips per week and travels just two stages per trip. In such a scenario they would save $9 per week and more frequent users or those travelling further would obviously save more.
They also say they think $10 is about right based on the cost of similar cars overseas. As examples they point to Snapper card in Wellington which costs $10, Octopus in Hong Kong at ~NZ$10 (deposit). Outside of transport they cite the example a lost EFTPOS card being around $15, lost credit card around $10.
Another and reason for the change in price is the cost of making the cards. AT say every single card costs them $8.54 to produce and that they have been making up the difference for some time. All up 20,000 new cards are sold each month and in total they’ve sold 680,000. They say the cost of the card covers
- the card cost and distribution of the cards
- the cost of sales, including retail agents commission, and the cost of ticketing offices selling the cards
- back office costs
In response to a few other questions of mine they said:
- They are investigating the idea of having the purchase price loaded on the card if you register it
- It is not legally possible under the conditions of carriage to give a HOP card as change for cash payers i.e. if someone hands a driver a $20 note that he gives them a HOP car with $10 loaded and tells them to tag on.
- They are still investigating the idea of having an NFC option for HOP cards so people can use their phones. This is a shame as they first said they were trialling it over 3 years ago.
The other HOP news is that AT are thinking about extending the use of HOP to access other council services such as the libraries, swimming pools and the zoo. We’ve also known for some time they want to extend it to enable people to pay for parking and I’m aware the NZTA would like to link it in to the toll system – both of which need to happen.
Auckland Transport is considering extending the reach of its $100 million Hop ticketing system to council services such as libraries and swimming pools.
It is also sounding out Aucklanders over whether they would be prepared for information the system collects about them to be shared among council organisations.
Those ideas have been raised with a research panel of Auckland residents, offering them chances to be in the draw for Christmas gift cards for participating in a survey.
A panel member told the Herald the questionnaire had asked “if we’d be happy to use our Hop card to access other Auckland Council services like pools, libraries, rec centres.”
She said panellists were also asked if they would agree to their data being shared across council organisations.
“As a person who refuses to register my Hop card because I hate sharing data, I wasn’t wildly positive about this,” she said.
An Auckland Transport spokesman said the survey, which was supposed to be confidential, was part of “a very high-level, early investigation into the possible use of the Hop card for other council services”.
“This is just at a conceptual level at the moment and may not go anywhere,” he said.
He promised if the proposal were to go further, a full investigation would cover matters including the privacy of Hop card holders, and “opt out” provisions for those not wanting to use it other than for public transport trips.
The spokesman said it was no secret that Auckland Transport was also considering extending Hop card coverage to parking services, although no decisions had been made about that.
I personally think it would be great if AT decided to go ahead with these ideas as it would turn the HOP card from just being a PT card into a ticket to the city. Other than just the convenience of having easier access to places, it would also encourage a lot more people to get HOP cards and thereby reduce one of the barriers to entry for PT.
Of course I’m not holding my breath for any major changes like those suggested to happen soon. Especially given how long it’s taking AT to get integrated fares sorted. Still at least they’re thinking of these options.
The Public Transport offer in Auckland has a long way to go, but on some routes, especially in the inner city, it can be not only the quicker but also more pleasant option than driving, particularly once the hassle and costs of parking are considered. We look forward to this advantage being spread out to more areas and for more people as the Electric Trains, the New Bus Network, Proper Buslanes, and Integrated Fares roll out over the next couple of years.
Yet there is still the issue of people’s mindset. I understand this well as it wasn’t until I returned from living in Europe that I just didn’t unthinkingly reach for my car keys to undertake even the shortest or most ill-suited of journeys in Auckland. But also over that time PT services have improved from almost completely useless to on many occasions pretty handy. The Rapid Transit system is at last reaching utility as can be clearly seen by consistent rise in uptake, but there are also bus services like the Inner Link that I now use regularly because, once armed with a HOP card, it is often the best option for many journeys. Frequent enough, and a great place to check my messages between commitments, or just stare out into the city sailing by, perhaps even thoughtfully. It can also be pretty social:
Ride Social: On the Inner Link
My partner and I have recently had two instances that are deeply illustrative of how far many Aucklanders have to go with their car addiction. An addiction born of the environment; as for so long only one means of movement was well supported.
Both times we were happily bussing it, only to be dragged off into relatively unpleasant and time wasting car experiences by people determined to do us a favour and generously save us from perfectly efficient and enjoyable Transit trips.
The first, after a dinner out we were dragged, past our bus stop, into the limitless helllhole that is the SkyCity car dungeon, our hosts struggling to find their car on the bizarre sloping and labyrinthine parking floors, paying an absolute fortune to release it once found, seriously taking way longer and much less pleasantly than hanging on Albert St on a clear evening, even for the relatively roundabout 020.
It was very kind of our friends but I really really would have rather had the bus trip home. The conversation, thereafter, became all about how vile SkyCity is as an experience and how expensive the parking was; which was an order of magnitude higher than our combined busfares.
The second, Maria was on Ponsonby Rd buying flowers en route to the hospital (Bhana Bros; what will we do without you?), only to bump into a mutual friend who insisted on driving her to Grafton. What ensued was a longwinded driving/parking hopeless nightmare. Compared to taking the Link, as she’d intended [directly point to point; unlike the drive], or riding, as I usually do to get to the hosp. and there’s been a lot of that over last few years, what a stupid way to cover that route! Yet this person wouldn’t have a bar of it, absolutely full of how she’d saved Maria from some kind of malady and done her a great favour…. But it actually made her late for her next appointment and robbed her of a contemplative moment on the bus.
I had a similar experience not too long ago. Drinking near Britomart late at night, group decides to go to a bar in Ponsonby. They start the inevitable horse trading of who is driving what and where and whose car I have to go in the boot of. I say bugger that and announce I’m catching a bus, the rest look at me like I’m insane. Basically begging me to cram into their car which is parked in some building like they are saving me from some huge hardship. Me and one other get the Link up no worries, and are well onto our second drink before the rest arrive complaining about nowhere to park etc. All absolutely flabbergasted we got there faster on a bus. One person didn’t believe us and said we must have run straight to a taxi. Anyway, who wants to be driving when bar-hopping?
I get this totally because if you don’t use PT at all you sort of don’t see it, except as that thing blocking your way when driving, also you don’t know how it works, where to catch a service or how long it might take, or what the hell a HOP card is. And it also means you pretty much always have your car with you piling up parking charges or nagging you about the wisdom of having that drink. I really do feel much freer in the city without my car, free to change plans, free to socialise. In the city the car is a burden.
And continued improvements to services are baked into the pie, especially now the the Transport Levy is in place. Although it is extension to the Rapid Transit Network that would be truly transformative. Here is the coming spread of the Frequent Network:
Those that still only ever think of driving are clearly the majority in Auckland but there is a considerable upside to this observation because as the kinds of improvements that are available in only some places become more widespread it means that there are many more Aucklanders who will discover this advantage and add using these services to their options for movement. When and where it makes sense to.
The data supports the idea that this is already happening as the transit trips per capita figure keeps steadily advancing despite the rising poulation. It is now at 50.5 PT trips per capita from 44 in 2011, still very low compared to similar cities
, and reason enough to expect ridership to keep climbing. As long as Auckland Transport keep improving services measurable.
But also thinks of new ways of getting HOP cards into more new hands. Events where PT journeys are part of the ticket price are currently the main way that AT are doing this. But with Fare Integration I think its time they started approaching major employers near good services to include HOP cards in renumeration packages. And for the government to revisit Fringe Benefit Tax rules for both PT and car parks.
The Auckland Transport board meet today and other than the outstanding patronage results, here are the other items on the on the agenda or in the public reports of note. Firstly the closed session which once again contains quite a few interesting topics including:
- Newmarket Crossing – This is the Sarawia St level crossing issue.
- Penlink Designation – AT have been looking to make changes to the existing designation to Penlink although hopefully this doesn’t mean it is moving any closer to actually being built.
- CCFAS2 – AT are being very secretive about just what the second CCFAS is looking at.
- Integrated Fares Business Case
- Amendments to Statement of Intent 2014-17 – perhaps they’re correcting for the really low rail patronage targets.
- Parking Consultation Analysis – the feedback from the draft parking strategy consultation a few months ago.
- CBD/West Transport – I’m not sure what this is about but I was told it is confidential as involves property acquisitions (or the potential for them).
On to the items that are in the public session. From the board report:
AT are responsible for developing a region wide wayfinding system. Some of it has started to appear and they say the next stage will see precinct specific signage go through user testing and stakeholder feedback in January and February next year.
Construction of the Wolverton to Maioro cycle route will happen over the year end school holidays
AT say after reviewing feedback to the consultation on cycling routes through Wynyard they are now looking at alternative options. You may recall these are the cycling routes that many of the local marine businesses complained about claiming the loss of parking would destroy their businesses despite them having off street parking and the on-street parks being empty a large amount of the time.
AT are still working on the new Otahuhu Bus-Train interchange however they seem to be getting more vague about when it will be completed. This is important as the roll out of new network for South Auckland is reliant on the completion of this interchange and when announced at the end of last year was planned for mid-2015. In August they said the bus portion was targeted for completion in July 2015 with the rail upgrade completed by the December 2015. In September they said the target for completion was by the end September 2015 although this wasn’t specific to modes like August was. Now they are saying the interchange is scheduled for completion in the last quarter of 2015 and aligned to the new network. This suggests a delay both for the interchange and for the bus network rollout.
There are now 29 of a total 57 EMU’s now in Auckland with 24 unit’s with provisional acceptance (up from 20 in the September report). They say two more are due to arrive in November and another seven in December. Regular train users will have seen the EMUs start to be stabled at the old Auckland Railway station as Wiri only has the capacity to store 28 trains.
Strand Stabling Yard now in use, photo by Jonty
There is more detail about the upcoming timetable change which will be the first major one for a number of years. It will come in on the 8th December and as we found out last month all services from Pukekohe or Papakura will go via Newmarket and all services from Manukau will be via Glen Innes. The services on the Manukau line will increase to 10 minute frequencies and should also hopefully include some longer trains. Now AT are also stating that weekend trains to Onehunga will also see improvement moving to a 30 minute frequency (it would be good if they did 30 minute frequencies on weekdays too). Early testing of electric trains on the Western line has also commenced after Kiwirail finally finished in September, over a year late.
The first stage of AMETI is now effectively complete. The new road parallel to the rail line and which includes a 220m tunnel next to the station, named Te Horeta Rd, opens to traffic this Sunday 2nd November and there’s a public open day on Saturday 1st from 11am to 3pm. A separate paper to the board shows some before and after photos. AT say there is still expected to be some minor works on the project till early next year and that the final cost for this stage is expected to be $212 million compared to the project budget of $239 million. Here is a video from AT of the road.
HOP use as a percentage of all trips remained at 71% after jumping strongly in July and August following the change in fares from early July despite AT selling 15,000 new ones in September. AT say that now almost 420,000 have been sold with around 56% of them registered. The exact figures aren’t clear but it appears that HOP use for rail and bus is approximately 79% and 69% respectively. We’re now almost two years since HOP first started rolling out so this got me thinking about how the uptake of HOP compares to similar situations overseas. Back in May 2013 AT received this report from Deloitte doing just that. In the absence of the actual data behind the graphs, I’ve manually added approximately where HOP is and as you can see the result looks pretty good. I would suggest to AT staff that they might want to highlight this fact.
In a good move AT now have an agreement in place with Budgetary Agencies which allows them to give out a free HOP card as part of the assistance they give to clients.
2011 saw the release of a study led by Ian Wallis Associates into Auckland’s public transport performance. It is a sober and restrained report that simply sets out to describe the performance of Auckland’s PT systems on comparative terms with a range of not dissimilar cities around the region. A very useful exercise, because while no two cities are identical, all cities face similar tradeoffs and pressures and much can be learned by studying the successes and failures of other places. The whole document is here.
The cities selected for the study are all in anglophone nations around the Pacific from Australia, the US, Canada, and New Zealand, with Auckland right in the middle in terms of size. And as summarised by Mathew Dearnaley in the Herald at the time, it showed Auckland to be the dunce of the class by pretty much every metric. Although the article is called Auckland in last place for public transport use it’s clear that the headline it would have reflected the report’s findings more accurately if the paper had simply said; Auckland in last place for public transport. Because it showed that the low uptake of public transport in Auckland cannot be separated from the low quality, slow, infrequent, and expensive services available.
Here’s the uptake overview:
So it’s clear that population alone is no determinant of PT uptake. If it isn’t the size of the city what is it? Various people have their pet theories, some like to claim various unfixable emotional factors are at work, like our apparently ‘car-loving’ culture, though is it credible that we have a more intense passion for cars than Americans or Australians? The homes of Bathurst and the Indy 500? Others claim that the geography of this quite long and harbour constrained city somehow suits road building and driving over bus, train, and ferry use. A quixotic claim especially when compared to the flat and sprawling cities of the American West which much more easily allow space for both wide roads and endless dispersal in every direction. Another popular claim is that Auckland isn’t dense enough to support much Transit use. Yet it is considerably denser than all but the biggest cities on the list.
So what does the study say is the reason for Auckland’s outlying performance?
It considers service quantity [PT kms per capita], quality [including speed, reliability, comfort, safety, etc] and cost both for the passenger and society, and easy of use [payment systems]. Along with other issues such as mode interoperability, and land-use/transit integration. And all at considerable depth. The report found that Auckland’s PT services are poor, often with the very worst performance by all of these factors and this is the main driver of our low uptake.
And happily some of the things that stand out in the report are well on the way to being addressed. Here, for example is what it says about fares:
The HOP card is no doubt a huge improvement and has enabled some fare cost improvement. And we can expect more to be done in this area soon, we are told, especially for off peak fares. Additionally the integration of fares is still to come [zone charging].
Here’s what it says about service quantity and quality:
Yet there is one thing that the report returns to on a number of occasions that perhaps best captures what’s wrong with Auckland, and offers a fast track to improvement. And, even at this early stage, gives us a way of checking the theory against results in the real world:
Right, so perhaps the biggest problem with Auckland’s PT system is simply the lack of enough true Rapid Transit routes and services. To qualify as true Rapid Transit it is generally accepted that along with the definition above, a separate right of way, the services must also offer a ‘turn up and go’ frequency, at least at the busiest sections of the lines. And that this is generally considered to mean a service at least every ten minutes, but ideally even more frequent than that.
In Auckland we only have the Rail Network and the Northern Busway that qualify as using separate right of ways, and the busway for only 41% of its route. At least the frequencies on the Busway are often very high, where as on the Rail Network they only make it to ten minute frequencies for the busiest few hours of the day. So to say that Auckland has any real high quality Rapid Transit services even now is a bit of a stretch. However these services have been improving in the three years since the report was released, and will continue to do so in the near future with the roll out of the new trains and higher frequencies on the Rail Network, and more Bus lanes on the North Shore routes especially at the city end of their runs.
Here is a map with a fairly generous description of our current or at least improving Rapid Transit Network:
Even though it is only three years since the report was released, and there is much more to come, there have been improvements, so we can ask; how have the public responded to the improvements to date?
Below are the latest Ridership numbers from Auckland Transport, for August 2014:
SOI: Statement Of Intent, AT’s expectations or hopes. NEX: Northern Express.
So the chart above, showing our most ‘Rapid’ services, Rail and the NEX, are clearly attracting more and more users out of all proportion with the rest, and way above Auckland Transport’s expectations or hopes as expressed by the SOI, is a pretty good indication that both the report authors were right, Auckland is crying out for more Rapid Transit services and routes, and, at least in this case, Einstein was wrong: Practice does indeed seem to be baring out the Theory.
And from here we can clearly expect this rise in uptake to continue, if not actually increase, as the few Rapid Transit routes we have now are going to continue to get service improvements. And 19% increases, if sustained, amount to a doubling in only four years! Rail ridership was around 10 million a year ago, so it could be approaching 20 mil by mid 2017, if this rate of growth is sustained.
But this also means we can clearly expect any well planned investment in extensions to the Rail Network [eg CRL] or additional busways [eg North Western] to also be rewarded with over the odds increases in use. Aucklanders love quality, and give them high quality PT and they will use it.
Furthermore, given that these numbers are in response to only partial improvements even extending on-street bus lanes for regular bus services looks highly likely to be meet with accelerated ridership growth. I think it is pretty clear that Auckland Transport, NZTA, MoT, and Auckland Council can be confident that any substantive quality, frequency, and right-of-way improvement to PT in Auckland will be rewarded with uptake.
Given that Auckland’s PT use is advancing ahead of population growth [unlike the driving stats] I believe we have already improved that poor number up top to 47 trips per person per year. So there’s still plenty of room for growth even to catch up with the next city on the list. So perhaps it’s time to formally update that report too?
Imagine just how well a full city wide network of Rapid Transit would be used? Clearly Auckland is ready for it: