Interview with Gillian Gillett
Gillian Gillett works at the California Department of Transportation where she is the program manager of the California Integrated Travel Project. Together with Rebel they are transforming a sprawl of different payment and data systems for public transport in California into one, successful system. “We need to make sure infrastructure works for everyone, not just the ones who can afford it.”
What do you see as the future for innovation in infrastructure?
“Sustainability and equity. Unfortunately that is so much easier said than done. Covid could have been the pivotal opportunity to rethink some of the infrastructure, but it is very difficult to change existing patterns. We really need a jolt, focusing more on the use of existing infrastructure and driving it as an asset. We need to make sure it works for everyone, not just the ones who can afford it.”
How do you set in motion such a jolt?
“We seem to forget that infrastructure is a means to an end. You need to objectively compare the options before deciding on, for instance, widening a road. Using data enables such an objective view to see patterns and problems. And then think of the customer and put something amazing on the table. Stop planning and demonstrate an attractive alternative, even if it’s not perfect. Cool transit. Electric bikes. Contactless payment.”
What can governments do to foster innovation?
“Governments often make the mistake of thinking that innovation is big and needs lots of waterfall planning. In the private sector innovation is often achieved by standardizing different components or even processes and then iterating on them, improving each generation. This is the Lego-block approach. We seem to be having success with this in California. The irony is that in this state, we have the most innovate private sector; while at the same time, we have infrastructure that lacks standards. Everything is bespoke in California – like Saville Row for infrastructure! This is what the California Integrated Travel Project is all about, leveraging between the private and the public sector and showing our work.”
Could you tell us about the project?
“There are 216 fixed-route agencies in California, and ~797 services if you count demand and para-transit services, and each one of them makes their own rules for everything. This results in a Pokemon deck of fare cards for travellers in wealthier areas, and even today, an exact change (coins!) fare requirement everywhere else. We introduced one, unified and easy way to pay for transit (including discount eligibility) by letting customers use the bank card or mobile wallet already in their wallet. We’re excited that it’s live and working. Customer may be out of a job because the user experience is simple and intuitive! Next to that, we managed to provide up-to-date vehicle arrival information, by making standardized data from transit operators visible on Google/Apple maps.”
Sounds like a dream!
“Well, what’s been remarkable about this project is that we went from market sounding, to a few demos, right into scaling. Normally there’s a study, and then another, etc. We implemented the payment systems in less than a year, tiering off existing technologies and capabilities. It’s all about the coalition of the willing. Instead of having everyone on board we started with five partners who joined because of their own interest. In the end, such an intrinsic motivation is much more valuable than a contract.”
How did Rebel contribute to this success?
“Rebel knows payments. They know the players and they do this from an international perspective. They bring the world to California and are true partners. We worked side-by-side, making the implementation. They never stop, and they are as flexible as can be”
How did equity play a role in this project?
“You will now be able to electronically get your discount if you’re 65 plus – without having to file annual paperwork and identity documents. And we’re trying out different demonstration to enable the 21 percent of people that are currently underbanked find payment products that they can afford. They only need a smartphone to pay. That still leaves out 7 percent of the Californian population that is totally unbanked, but it still makes a huge difference. And if we’re looking at the future: we’re now talking about transit —why not about mobility at large, or micro-mobility? Let’s make it all more inclusive.”
Lessons from Gillian Gillett
- With the usage of data, you can make objective decisions, enabling infrastructure for all citizens
- Instead of trying to innovate the whole infrastructure system, innovate standardized components and focus on the interface in which they can work together
- Instead of studying for years, go straight from market sounding to demo and scaling
- Make the user experience simple and intuitive
Written by Tara Lewis
