THE CUBIC TVM PROJECT
At our stations, we have two providers of Ticket Vending Machines (TVMs), Wordline and Cubic, which both have slightly different capabilities. Cubic machines have functions that can be used by colleagues for Oyster cards and can refund Oyster cards with a value of £10 pay as you go balance. Worldline machines sell advance tickets with reservations, allow customers to top up their Oyster cards with a specified amount (rather than rounded to the nearest factor of five, e.g., £5, £10 etc.), and allow charitable donations when topping up. These machines can also display posters and notices on the screensaver. In a nutshell, Cubic machines are great for Oyster card customers, whilst Wordline machines provide the relevant services for National Rail customers.
We have at least one Worldline machine at every station, but there are still some gaps for Cubic machines. The Cubic TVM Project, led by Mark Cooper and managed by Peter Cumlin, aims to fill these gaps were possible. When the project is complete, there will only be a small number of sites which do not have a Cubic machine due to significant space or structural building issues. The project aims to be completed by the end of April.
The main advantage of Cubic TVMs is that they allow customers to buy a new Oyster card. If a customer has finished using their Oyster and it has a balance of £10 or less, they have the option to cancel the card and acquire a balance without needing to call the helpdesk or seek assistance online. These machines also have some functions that colleagues can use, providing they have the correct access and training, including adding railcard discounts to Oyster cards.
Colleagues can also amend journey details (correct a missed tap in/out) and cancel an Oyster if it ‘is found as lost property or pay in found money’ (paid for with money found in public). There are training documents and videos that can be found on the retail homepage on the LO-Down. Further support can also be arranged through local managers.
The TVM Phase Three project is complex in nature, applying a multi-discipline delivery approach. This includes civil engineering, electrical and telecommunications having to be designed, installed and commissioned to rigorous Railway Industry Standards (RISs). The project also involves multiple suppliers, namely Hackon, Transport for London (TfL), Cubic and Worldline. This juggling act makes programming ever more complicated, as it requires ensuring each supplier is clear and ready with their tasks, so that the next supplier can come in and complete their tasks.
To enable all four suppliers to work seamlessly on our network, ARL's hard-working station and TVM teams work closely to ensure each station is ready for the many tasks required for each TVM removal, installation, and relocation - often with short timescales. The TVM and station teams, including customer service, have been vital to the current and continued success of this project, which involves more than 22 stations.
The Cubic TVM project has been a success so far, with the completion of all 23 stations over a three-month period, ending just before Christmas 2022. All electrical, telecommunication and civil engineering works have now been finalised, leaving ARL in the perfect position. With TfL’s trusted partner, Cubic, now ensuring the simple placement of the TVMs in the designated slots.
Worldline and Cubic TVMs have been installed, removed, and relocated at the following stations:
· Hoxton
· Shepherd’s Bush
. Kilburn High Road
· Bush Hill Park
· Walthamstow Central
· Highams Park
· Chingford
· Anerley
· Kensington Olympia
· Hackney Central
· West Croydon
· Crystal Palace
· Brockley
“Works commenced on this final phase on Tuesday 3rd January and have steadily progressed throughout the month. There is still a lot more to come, and we look forward to providing our customers and staff with the full range of ticketing capabilities across our entire estate later this year.” – Peter Cumlin, project manager.
“We’ve been eagerly awaiting this phase of the TVM roll out, which will now ensure that all our stations have a Cubic TVM. This will enable customers to purchase Oyster cards at all our locations. This is great news for our teams in continuing their delivery of excellent customer service.” – Charlotte Whitfield, customer experience director.
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