The Lack of Mobility Customer Data Governance Has a Lasting Impact

Organisations in every sector must abide by some form of rules and regulations. Whether these are Health & Safety, employment, competition, taxation or just the legal constraints of existing in a modern civilised society… every one of them is governed in some way to protect their customers, staff or the wider economy.

So unsurprisingly there are a lot of rules covering different modes of transport:
Buses have to be road-worthy. Trains have to stop in the right places. Ferries have to be water-tight. Seatbelts have to be worn by all car occupants. And even cable cars require their own legislation to allow them to be permitted, policed and issue penalty fares issues.

There are also many laws about the storage, use and transmission of customer data. In fact, most UK adults will now have some awareness of data security rules and compliance (e.g. by using something as simple as a password to lock access to their mobile device) and big companies are increasingly aware of the threat of cybercrime and data loss.

But in the virtual Venn diagram that intersects both customer data and transport & mobility standards, there are very few specific rules and even fewer open data standards.

This means that questions in this area go unanswered, such as:

  • Where does customer ticket data reside and who has access to it?
  • How can new tech providers and value-added mobility services integrate accounts into an existing ecosystem?
  • What happens when a customer lives within the jurisdiction of one transport authority but works in another, but wants to have a consolidated view of all their journeys?
  • What happens when a customer wants to unregister with an account based ticketing service and be forgotten?
  • What happens when there are different technical options for account integrations and a decision on which to take is required?

This lack of customer data governance is holding back the transport and mobility sector. Other sectors such as banking, finance, healthcare and energy have all mobilised to enable customer account data sharing across different suppliers and technologies. Creating frameworks and blueprints for the adoption of data interoperability BEFOE legislation is created that mandates such actions.

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