The National Smart Ticketing Advisory Board (NSTAB) commissioned Innovatious to deliver a comprehensive report analysing the current state of smart ticketing in Scotland.
Our research employed a robust, mixed-methods approach to provide a holistic view of the landscape. We gathered quantitative data from over 40 operators through surveys, capturing key information on their ticketing capabilities and customer propositions.
This data was complemented by a thorough qualitative analysis of the technical solutions in place, evaluating them in terms of accessibility, inclusivity, and the customer propositions they enable.
We conducted a comparative analysis, benchmarking Scottish schemes against a diverse range of regional initiatives in England. These English examples encompassed a variety of technical implementations, scales, and complexities, from small regional multi-operator models to large metropolitan multi-modal systems.
Furthermore, our research extended beyond national borders, exploring international best practices and innovative approaches in smart ticketing. This global perspective enabled us to identify key lessons learned in the development and implementation of successful schemes, as well as highlight emerging technologies and novel solutions that could benefit customers in Scotland. By combining these diverse research strands, we were able to provide NSTAB with both immediate “quick win” recommendations and long-term strategic guidance for the future development of smart ticketing in Scotland.
