in collaboration with

Arriva Wins Business and Saves Money with Intelligent IT Support Capgemini’s value added services lead to new ten- year applications management contract with leading operator The Situation support service bringing a swift response London is one of the biggest bus and resolution to support calls, and companies in the UK’s capital and operates delivering enhancements specifically under contract to tailored to the client’s requirements and (TfL). Each year, runs dynamic schedule, this has proved a nearly 330 million passenger journeys in powerful solution. one of the world’s busiest cities. The Result The company relies on Capgemini’s long Arriva London has decided to extend the term commitment to provide IT systems applications management contract with to underpin all of the key London bus Capgemini from 2009 to 2019. This long- operations. Core activities include crew term support will be provided from the scheduling, operational staffing, revenue UK. accounting, performance monitoring and The contract enables the bus company to mileage planning. continue to achieve real reduction in costs The Solution to their business with the use of For over 20 years, Capgemini has Capgemini’s software suite for bus demonstrated its desire to work with operators which allows for a high degree Arriva London as its long term IT partner. of automation of business processes. Capgemini has brought added value to the Furthermore, these cost reductions service with flexibility around response enable Arriva London to both times to suit business critical periods, and competitively and to reward commitment to additional successfully enhancements and project work with discounted fee rates. Combined with a high level of

The Capgemini tea“m are continually seeking - and delivering - new efficiencies in a way that is both proactive and collaborative, and I am delighted that their cost-saving support is to continue for a further ten years”. ” Jeff Quantrell, Operations Director, Arriva the way we do it

bid for tendered routes by TfL, making the Arriva London is very satisfied with the The Capgemini software has IT partnership a vital ingredient in Arriva service and has decided to sign a new ten- e“nabled us to achieve a high level London’s success. year contract until 2019. of automation and has given us important cost savings, including a How Arriva and Capgemini Work Bringing a long term contract to the table clerical staff saving across our Together demonstrates a genuine commitment to fifteen garages. Their products for The partnership’s collaborative approach is the partnership from both parties. From bus operators are best-in-class and essential to enable the IT provider to Arriva London’s perspective this effectively are supported by an excellent enhance and develop its software to meet reduces risk to their business operations service, dynamic and responsive. not only critical legislative requirements, by removing the need for future change of The Capgemini team are continually but also to further the efficiencies in bus service and software provider. seeking - and delivering - new operations. efficiencies in a way that is both Alongside the quality of the software, the proactive and collaborative, and I Integral to the success of Arriva London’s level of service delivered to Arriva London am delighted that their cost-saving business is an application suite managed was a deciding factor in the contract support is to continue for a further by Capgemini. The suite consists of four extension. Delivered from the Applications ten years, including of course the IT systems which are: Management Service Centre (AMSC) in Olympic year of 2012. Woking, the service strictly adheres to • London Schedules System (LSS), driven Capgemini’s AMWAY2 methodology – ”Jeff Quantrell, by a rapid and industry-leading audited independently every six months. Operations Director, algorithm to run highly efficient and The success of this is demonstrated by Arriva London cost-effective bus schedules successive OTACE scores of 4.8. OTACE, which stands for On Time and At/Above • Operations, Payroll and Allocation Client Expectation, is Capgemini’s way of (OPAL) to quickly allocate drivers to measuring client satisfaction. bus duties, and allow bus garages to manage all staff/roster problems and adhere to UK and European Union (EU) About Capgemini and the laws Collaborative Business Experience TM • Revenue Accounting System (RAS) to collect data from bus ticket machines Capgemini, one of the model called Rightshore®, which aims to and garage cash deposit safes, and help world's foremost providers get the right balance of the best talent bus garages manage money and tickets of consulting, technology and from multiple locations, working as one • Mileage and Revenue System (MARS) to outsourcing services, enables its clients to team to create and deliver the optimum enable the head office to record bus transform and perform through solution for clients. Present in more than mileage and bus revenue. technologies. Capgemini provides its 30 countries, Capgemini reported 2008 clients with insights and capabilities that global revenues of EUR 8.7 billion and Arriva London’s systems owners work boost their freedom to achieve superior employs over 90,000 people worldwide. closely with the IT support team, and results through a unique way of working, attend regular user group meetings at the Collaborative Business Experience TM . More information is available at Capgemini UK’s head office in Woking. The Group relies on its global delivery www.capgemini.com The meetings enable the IT professionals to understand the client’s business Capgemini UK Approved by: requirements and their associated Transport Sector Jeff Quantrell, Operations Director, Arriva challenges. This, in turn, results in a Outsourcing Services London focused approach to determine the future Application Outsourcing Paul O'Brien, Account Manager, path of the products delivered and ensure Capgemini they continue to be best in class. This Client Intimacy has proved successful in In collaboration with closely monitored to ensure services are the partnership for over 20 years. of the highest quality. Arriva London operates from nine garages in north Benefits brought to Arriva London include London and six garages in south real reduction in costs to their business London. In total, Arriva London (Capgemini’s software enables a high Arriva London is one of the biggest bus operates more than 50 million miles degree of automation within Arriva operators in London, providing 20 each year, nearly 330 million passenger London’s business), enabling successful percent of the capital's bus services journeys. .

bids for tenders of new business, fast and T

under contract to Transport for London For more information, please visit . E / timely changes to software to meet both 1 (TfL). Contracts involve routes, vehicles http://www.arrivalondon.com 1 / 9 0 legislative changes and dynamic business and timetables specified by TfL and are 0 2 / t r requirements, added value, and a o p s n a

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Copyright ©2009 Capgemini. No part of this document may be modified, deleted or expanded by any process or means T without prior written permission from Capgemini. Rightshore® is a trademark belonging to Capgemini.