How to Measure the Impact of Electronic Ticketing Systems in Local Public Transport? An Italian Case Study

In mobility, adopting Electronic Fare Management (EFM) has been a driving force in improving efficiency and user experience in public transport services. In Italy, the Lombardy Region has actively supported the implementation of interoperable electronic ticketing systems, aiming to create a smooth, convenient, and intuitive travel experience across the various means of public transportation. This work aims to develop an analytical methodology to systematically evaluate the benefits of EFM systems. The proposed method examines critical issues such as efficiency, convenience, and user satisfaction. It provides a solid foundation for monitoring system performance by using a holistic approach to determining the overall efficacy of EFM systems. The methodology is based on 6 KPIs: i) Validations, ii) Rejected Validations, iii) Ticket inspections, iv) Sale of travel passes, v) Quality of service, and vi) Alarms. To bridge the gap between theory and practice, the developed methodology is then applied to a case study involving the ticketing system of Autoguidovie S.p.A, an Italian local public transport company operating mainly in the Lombardia Region but also in Piemonte and Veneto Region. Regarding 2021, Autoguidovie’s fleet is about 777 buses and 31 million bus*km per year. The practical implementation of the methodology allows technical issues to be detected and addressed, facilitating an effective implementation of the electronic ticketing system. Using the methodology in this context thus provides valuable perspectives on its applicability and efficiency in practical reality. In practice, this work contributes to the theoretical understanding of EFM systems. It demonstrates the practical utility of the developed methodology through its application to the case study of Autoguidovie in Italy. The findings have important implications for academia and industry, providing a strong foundation for analyzing and optimizing the adoption and operation of EFM systems in urban and suburban transportation.