Transforming Transit Fare Management with EFPS

Client Overview

A leading transit agency launched the Electronic Fare Payment System (EFPS) to digitize fare collection across its network. With 75,000 monthly rides and 3,000 daily passengers, the agency replaced outdated, paper-based processes with an automated, secure digital platform—enhancing accessibility, operational efficiency, and compliance across standard and specialized services.

Executive Summary

EFPS is a landmark two-phase initiative that delivered full-cycle digital transformation of fare operations. Through strategic vendor integration, secure digital infrastructure, and phased rollout, the project eliminated paper fare media, automated transactions, and improved accessibility and transparency for passengers—including special-needs users. Over 200 internal users adopted the system, supported by ambassador training and structured change management.

Background

Prior to EFPS, the agency relied on manual fare collection, paper passes, and disconnected systems, creating delays, errors, and poor visibility across finance, operations, and customer services. With growing ridership and regulatory pressure (AODA, PCI-DSS, WCAG 2.0), the agency required a secure, scalable, and accessible fare management solution to meet evolving needs and support future growth.

Objectives

The EFPS program was designed to fulfill six strategic objectives:

Automate Fare Collection: Eliminate paper-based tickets and manual reconciliation.
Enhance Accessibility: Ensure inclusivity for special-needs riders via WCAG and AODA compliance.
Secure Transactions: Implement encrypted, PCI-DSS–compliant digital payments.
Improve Integration: Link financial, dispatch, booking, and customer systems.
Enable Data-Driven Decisions: Provide real-time reporting and analytics.
Support Change Adoption: Build internal capacity through training and phased onboarding.

Problem Statement

Manual processes and legacy tools hindered operational efficiency and compliance:

Fragmented Systems: Poor integration between fare, finance, and customer data.
Accessibility Gaps: Paper passes excluded some users from equitable access.
Security Limitations: Transactions lacked modern encryption and compliance controls.
Vendor Silos: Multiple third-party systems created coordination challenges.
Adoption Risks: Transition required strong support for internal and external users.

Methodology & Governance

A hybrid project management model ensured discipline, flexibility, and compliance:

Hybrid Methodology: Agile Scrum used for development cycles, Waterfall for rollout and infrastructure.
RACI & RAM Roles: Responsibility matrices ensured clarity across 7 stakeholder groups.
Steering Committee: Oversaw progress, risk resolution, and milestone approvals.
Scope Control: Changes managed through formal logs, with SharePoint and BIMS for documentation.
PMI Standards: The entire delivery lifecycle followed PMI and PMBOK principles.

Solution Overview

The EFPS platform centralized and automated the agency’s fare collection and reporting:

Fare Automation: Replaced paper media with digital pass and ride systems.
ParaPay Modules: Designed for special-needs transit, including ParaPurse and ParaPass.
Financial Integration: Connected EFPS to SAP Finance, eCheckout, Paymentus, and Moneris.
Secure Architecture: Used MDTs, SSL tunnels, encrypted web services, and VPNs.
Compliant Design: Achieved WCAG 2.0 AA, AODA, MFIPPA, and PCI-DSS compliance.
User Adoption: Over 200 finance, booking, and dispatch staff onboarded through training and mentorship.

Implementation Phases

The EFPS program followed PMI’s standard phases with structured governance and documentation:

Planning & Chartering
- Developed business case, project charter, and secured leadership approvals.
- Created detailed WBS and stakeholder engagement plan.
Requirements & Design
- Gathered requirements with user groups and vendors.
- Developed technical SoWs and customization plans.
Development & Integration
- Configured EFPS and linked to financial and operational systems.
- Integrated real-time transaction reporting with SAP and eCheckout.
Testing & Validation
- Completed UAT, end-to-end, regression, and accessibility testing.
- Validated compliance with PCI-DSS, MFIPPA, and WCAG standards.
Training & Change Management
- Trained users in phased waves; launched internal ambassador program.
- Provided change communications and real-time support channels.
Phased Rollout
- Executed GO/NO-GO checkpoints, soft launches, and full deployments.
- Supported transition through live user feedback and rapid fixes.
Closure & Handover
- Conducted post-implementation review and lessons learned.
- Finalized closeout report and roadmap for enhancements.

Risk Management

The project adopted a proactive approach to risk identification, mitigation, and governance:

Data Security & Compliance: Penetration testing, secure protocols (SSL/VPN), vendor compliance audits.
Vendor Coordination Challenges: Weekly vendor touchpoints, integrated planning tools, contract SLAs.
User Adoption & Training Gaps: Early training, on-site support, and a champion/ambassador program.
System Integration Gaps: Dedicated integration testing phase and real-time issue resolution channel.

Results & Impact

The EFPS program delivered lasting operational, financial, and customer-centric benefits:

Digital Transformation: Eliminated paper tickets, reducing operational cost and error rates.
Enhanced Accessibility: Compliant interfaces ensured equitable rider access.
Secure Transactions: Real-time, encrypted payments enhanced passenger trust.
Increased Efficiency: Automated reconciliation saved 100+ hours/month in manual work.
Integrated Reporting: Enabled financial and service-level dashboards for leadership.

Lessons Learned

Secure Funding Early: Multi-phase rollout required strong budget predictability.
Plan for Accessibility from Start: Avoid costly retrofits by embedding accessibility in design.
Integration Takes Time: Dedicated resources must be allocated for vendor alignment.
Champion Programs Work: Internal ambassadors accelerated adoption and feedback loops.
Documentation is Key: SharePoint-based control ensured compliance and audit readiness.

Conclusion

The EFPS project demonstrates how transit agencies can transform fare operations through secure, inclusive, and scalable digital platforms. By following a hybrid methodology, engaging stakeholders, and prioritizing accessibility and compliance, the agency has created a future-ready foundation for mobility innovation.

Call to Action

Is your transit fare system ready for the digital future? We help public agencies modernize fare management with secure, scalable, and inclusive solutions.