AIMED AT OPTIMISED ENHANCED PARTNERSHIP AND FRANCHISING
Design and
Deliver
Smarter
Transport
Services
Transport networks are under budgetary pressure. Passengers expect more from transport services. Authorities want greater control. Operators are being expected to deliver more.
Intelligent Transport Advisory delivers the digital-products and solutions to connect strategy and technology, data and design into an integrated operational view that works for everyone.
01 — Products
Digital Products
Our products, TellUs, OneContact, 16Dashboard and IDInsight, sit alongside specialist services in strategy, operating model design, ITS integration and bid development. Together, they give clients a practical and structured way to move from concept and procurement through to live operation, oversight and improvement.
TellUs
Passenger Safety Reporting | Discreet In-App Alerts and Real-Time Operator Response
TellUs turns a moment of feeling unsafe into immediate, discreet action. It sits inside the Ticketing App that customers already use. A customer selects a safety category and taps once. There is no call to make, no need to speak and no need to draw attention. The alert reaches the Operator Incident Room in real time, tagged to the route and vehicle by GPS. The Operator can view live on-bus CCTV, alert the driver, send a dispatcher and engage the Police where needed. Welfare follow-up is offered afterwards. TellUs was shaped by the experience of females, teenagers and vulnerable passengers, for whom feeling unsafe on public transport has had no voice.
Illustrative TellUs Operator view showing network-wide safety reports, active hotspots and live case status across routes and operators.
OneContact
Seamless Customer Support Service for Public Transport
OneContact transforms your Transport App from just paying for a fare and planning a journey into a genuine customer experience channel. By connecting the app and website to a secure customer-centric CRM, it enables passenger interactions to be captured, routed, tracked and resolved through a clear workflow. This creates a more responsive feedback loop, transparent and consistent customer experience, while giving Authorities and Operators stronger control over service quality, fulfilment and oversight.
Core Service Modules
- Log lost items via the Transport App with route, date, time and visual category selection
- Route selection automatically assigns the case to the responsible Operator
- Operator staff manage item search and collection fulfilment via the Operator Portal
- Passengers receive real-time status updates within the Transport App
- Passengers submit directly from the Transport App, selecting route, category and time of day
- Selection automatically routes the case to the responsible Authority team
- Authority retains oversight of all Operator responses before release to the passenger
- Upheld complaint outcomes recorded against the Operator KPI register (Payment Performance)
- Post-journey NPS prompt in-app; Promoters (score 0-5) invited to submit a compliment
- NPS scores logged against passenger record and Operator performance dashboard
- Compliments automatically routed to the relevant Operator depot manager for sharing with teams
- Authority reviews and shares or reports with teams
- Compliment Recognition Rate and NPS trend tracked as KPIs
- Single in-app channel for all general enquiries and service feedback
- Cases routed to the relevant Authority team based on category
- All responses are auditable; First Contact Resolution is the primary KPI
- Feedback data feeds directly into Authority service improvement reporting
Your branded Transport App allows customers to submit Compliments, Enquiries & Feedback, Passenger Safety Reporting, Lost Property claims and Complaints. They can also engage with Days Out and Events as part of patronage and revenue growth, all through OneContact.
Key Benefits
Single View of Customer Contact
One point for managing lost property, complaints, enquiries, feedback and compliments.
Seamless App and Website Integration
Designed to integrate with the Authority's mobile app and website supplier through a clear specification guide.
Strengthen Authority Oversight
Clearer visibility of case volumes, trends, response performance and Operator fulfilment activity.
Ensure Operator Compliance
Auditable workflow helps Operators manage lost property, complaints and feedback in line with contractual obligations.
Reduce Operational Costs
Transport-specific licensing and streamlined workflows reduce cost compared with generic helpdesk platforms.
16Dashboard
Contractual Payment Performance Calculator | Financial Transparency and Payment Control
16Dashboard gives Authorities and contracted Suppliers a clear, interactive view of performance, payment and contractual position. It automates KPI measurement, consolidates service breaches, indexed elements, approved adjustments and payment outputs, and replaces fragmented spreadsheet-based processes with a more transparent and controlled environment. This helps teams understand the operational and financial consequences of service delivery more quickly, while strengthening assurance, governance and payment readiness.
Core Service Modules
A clear, interactive dashboard that brings operational performance, customer measures, service breaches and financial impact into one structured view. It helps Authority and contracted Supplier teams monitor position, understand trends and focus on priority actions.
The core calculation engine that automates KPI measurement, service breach treatment, approved adjustments and payment outputs. This replaces manual spreadsheet handling with a more controlled and auditable process.
Produces clear Service Period payment statements to support invoicing, review and reconciliation. This gives teams a consistent output that is easier to validate and process.
Defined inputs, responsibilities, controls and escalation routes to support consistent operation.
An interactive Contractual Payment Performance Calculator dashboard giving Authority and contracted Supplier teams clear visibility of performance, payment drivers and Proforma Service Period payment outputs
Key Benefits
Single View of Performance and Payment
Brings operational performance, contractual measures and financial impact together in one structured dashboard.
Financial Transparency and Openness
Shows clearly how KPI performance, breaches, indexed elements and adjustments affect each Service Period payment.
Supports Authority Oversight
Controlled view of KPI trends, breach positions, payment impacts and validation points for stronger governance.
IDInsight
Transport Intelligence and Data Insight | Performance, Revenue and Environmental Oversight
IDInsight gives Authorities and Suppliers a single, trusted view of contracted transport services across performance, revenue, assets and environmental outcomes. It brings together data from ticketing, operational, fleet, maintenance and supplier systems into a single intelligence layer, supported by AI-assisted priority alerts and executive-ready visualisations.
This replaces fragmented, retrospective reporting with clear and current evidence, helping teams plan services, assure delivery, direct investment and demonstrate environmental, commercial and operational value for money with confidence.
Core Service Modules
A summary view of the network's most important performance, revenue and risk indicators. AI and ML driven Priority Alerts surface issues early, so senior leaders can focus attention where it matters most.
An independent view of how contracted services are running in practice, covering punctuality, reliability and delivery against specification. Gives the Authority or Supplier its own evidence for contract oversight and governance.
Visibility of patronage, ticketing, yield and revenue trends. Supports income assurance, fare policy testing and a clearer understanding of how passengers are actually using the network.
Measurement of carbon reduction, clean-air delivery and mode-shift performance against Local Transport Plan commitments. Turns sustainability reporting into consistent and evidenced outcomes.
An independent view of fleet condition, fault trends and maintenance effectiveness. Provides early warning of reliability and safety risk and a stronger basis for fleet and infrastructure investment decisions.
Illustrative fare transaction data to build an intelligence view of patronage aligned to route and campaign measurement and trends.
Key Benefits
One Authority View
Replaces disconnected reports from multiple operators, suppliers and systems with one integrated, Authority or Supplier-owned intelligence layer, so leadership is working from the same evidence.
Earlier, Better Decisions
AI assisted priority alerts and live visualisations surface risks and opportunities sooner, helping managers act before issues affect passengers or outcomes.
Independent Assurance
Gives the Authority or Supplier its own visibility of performance, revenue and asset condition, strengthening contract oversight, governance and accountability.
Evidence of Value for Money
Makes it straightforward to show how public funding translates into service, patronage, environmental and customer outcomes, for taxpayers, residents and elected members.
02 — Solutions
Integrated Solutions
Our Integrated Solutions combines a commercial framework, operating model, digital products and advisory support to help Authorities deliver better transport services. LiteFranchise™ provides a simpler, value for money and more customer-focused path to network control.
LiteFranchise™
Commercial and Operating Framework for Authorities | Transport Franchising
LiteFranchise™ is a packaged commercial and operating framework that gives Authorities a practical route to simplified franchising, centred on customer experience and patronage growth. It helps Authorities secure stronger network control, integrated ticketing and a more consistent passenger offer, without the cost, complexity and organisational burden of a full franchise model.
Built on lessons from major Authority-led transport models, LiteFranchise™ replaces heavy structural overhead with a leaner, outcome-focused approach built around contract clarity, digital oversight and operational accountability. The result is a more affordable and deliverable model that helps Authorities improve the passenger offer, strengthen trust in the network and grow patronage over time.
Framework Features
A complete, legally structured agreement covering network, fleet, ticketing, customer service, payment mechanism, KPIs, governance, data protection and service exit, ready to tailor and publish.
A clear three-layer model: Authority owns the passenger relationship and strategic oversight; Operator delivers services; assets and liabilities remain off the Authority's balance sheet.
Over 40 ready to publish Authority owned documents, from: fleet branding, TUPE guidance, BSOG methodology, ZEV transition plan, data governance and security incident response.
Annual Patronage Target process, 12-month rolling Growth Plan, Joint Marketing Fund and Initiative Viability Scoring. All contractually binding growth obligations built into the performance payment structure.
A 10-KPI framework across growth, service quality and compliance, with an 85/15 payment split, digital adoption targets and the Gleaming Fleet standard financially incentivising the right Operator behaviours.
Evaluation model, tender response questions, financial model template, double-blind moderation protocol and an Authority Action List. Everything needed for a Procurement Act 2023-compliant process.
The LiteFranchise™ framework brings together an operating model, contract structure, policies and digital tools into a packaged, affordable path to network control for Authorities
Key Benefits
Stronger Authority Capability
Assists Authorities move from reactive service management to a more proactive, structured and commercially credible role with Operators.
Lower Cost and Complexity
Avoids the capital burden and administrative overhead of full franchising by keeping asset responsibility with Operators while enabling stronger Authority oversight.
Faster Path to Delivery
Provides a ready-made operating model, contract structure and supporting standards, so Authorities can move forward with greater speed and less development from scratch.
Improved Customer Focus
Creates a stronger foundation for integrated ticketing, clearer customer ownership and a more consistent passenger experience that supports patronage growth.
INSIGHT REPORT
Optimised Enhanced Partnership
How Authorities can close six Enhanced Partnership gaps, achieve franchise outcomes and avoid a costly franchise procurement
| Authorities can optimise Enhanced Partnership under the Bus Services Act 2017 toward franchise grade outcomes by applying selected LiteFranchise™ framework components. There is no need to re-open the statutory scheme. There is no full procurement burden to take on. |
Enhanced Partnership schemes can mandate vehicle standards, multi-operator ticketing structures, common quality commitments, network branding (subject to operator consent), data sharing requirements, and information standards.
The civil penalty backstop gives the scheme statutory teeth. Most Authorities prefer not to use it.
Enhanced Partnership schemes cannot set fare levels on individual services. They cannot direct revenue to the Authority. They cannot mandate the existence of a route. They cannot commit operators to long-term capex such as ZEV fleet investment.
These limits are statutory. They are not negotiable inside the scheme itself.
Powers and Limits of an Enhanced Partnership Scheme
- Vehicle standards
- Multi-op ticketing
- Network branding (consent)
- Data sharing
- Information standards
- Quality commitments
- Set fare levels
- Direct revenue to Authority
- Mandate route existence
- Bind CAPEX investment
- Compel withdrawn routes
- Lock long-term commitment
03 — Services
Consulting Services
| Public transport is changing fast. Networks are complex, budgets are tight and local priorities keep shifting. Every decision is made in public view, under real political scrutiny.
Let's look at where transport is heading, not just where it is today. One key area is that passengers now expect the same digital experience from public transport that they get from everything else in their lives. Meeting that expectation should be central to your thinking and direction. It determines whether the public choose public transport at all.
We work back from the outcome you want for the future to define what you need to put in place today. It matters as the decisions in front of many Authorities are once-in-a-generation. Most now hold a clear mandate to improve their bus services. For many that means franchising, Enhanced Partnership or stronger oversight of the network they already run.
The intent is there. You may need support with your internal capacity and capability to deliver... |
We work with Transport Authorities and Operators across the whole journey, from the first strategic assessment to the day-to-day running of the contract. We provide the strategic and structural foundation, the commercial design and the digital platforms you need to specify, procure and manage a modern transport network.
This is not only about taking control of networks and managing assets. We go much further. We design for the customer and help you build a practical plan to grow passenger numbers and revenue, so the network you procure today meets the demands of tomorrow.
We are specialists, not generalists. We are independent with no Operator or supplier interests. Our services run across the full programme and included managed digital services.
04 — Resources
Resources and Insights
Our team share their practical thinking in shaping and delivering strategy and change, franchising, transport technology, customer experience, procurement and ticketing. The datasheets, blueprints and insight papers are available to inform your transport challenge.
Read more05 — ABOUT US
About Us
Intelligent Transport Advisory was established to support rural and urban Authorities and Operators to design, procure and deliver modern transport services that work for customers. Our vision is to deliver customer-focused, information-rich and operationally efficient public transport simpler to manage and run.
We are an experienced and growing team of transport consultants with a digital design and development capability.
Mark Davies
Managing Partner
Mark converts transport strategy into transformation delivery. He develops outcome-based roadmaps, mobilises complex programmes, designs and embeds operating models that strengthen service performance and improve the customer experience.
With a background in customer operations, outsourcing and public utilities, he has led major turnaround programmes, applying strong commercial and contract management to secure delivery outcomes.
Mark integrates customer data analytics, marketing insight and continuous improvement to target demand, personalise communications and measure end-to-end performance.
Steve Bulley
Managing Partner
Steve is a recognised specialist in smart ticketing, revenue protection and multimodal integration.
He translates commercial, technical and customer requirements into practical ticketing strategies that deliver tangible outcomes.
During his 16 years at Transport for London, he led major initiatives in integrated ticketing, funding and supplier governance, and now advises internationally on multi-modal schemes and fare policy.
Steve applies data-driven analysis to tackle fare evasion, strengthen controls and improve both revenue assurance and passenger experience.
06 — Contact
Get in touch
We'd be happy to discuss how Intelligent Transport Advisory can support your transport programme or address a specific challenge.
You can also follow our posts and updates on LinkedIn via Intelligent Transport Advisory.
We look forward to connecting with you and will respond to your enquiry as soon as possible.