The Changing Facets of Transportation

Mark Langmead is Director, Revenue and Compass Operations at TransLink. He is responsible for fare collection, payment technology, and the overall customer experience with payments and the Compass smart card program in Vancouver, BC. Mark oversaw the introduction of contactless payments on an integrated transit network that carries over 450 million passengers annually. Mark is responsible for the development and implementation of long-term strategic plans and the introduction of new fare products and features to increase ridership revenue and improve the overall customer experience. Mark led the introduction of contactless credit cards and smartphone payments on trains, buses, Accessible services, and ferries, as well as wearable payment technologies. Currently, Mark is leading a pilot program to integrate car share, bike share, and transit payments in Vancouver, as well as contactless debit acceptance.

What are some of the major trends that have been impacting the transportation market lately?

The growing adoption of smartphones and the ability to have real-time information regarding travel and journey are the two biggest trends today.

"The growing adoption of smartphones and the ability to have real-time information regarding travel and journey are the two biggest trends today"

When it comes to package delivery, individuals expect real-time information about where their shipment is and when they can expect to receive it. The same applies when you're making a trip or if you're planning. Everyone wants to be informed about any transit disruptions or other issues that may hinder the journey.

What are some of the major challenges that have been observed in the transportation industry?

While providing seamless customer experience, corporations, commercial, or public institutions all struggle to rightly manage the personal and financial information that they collect. 

Since electronic payments are now regulated by all statutory authorities worldwide, as soon as you accept them, your business must take actual significant actions to ensure that information isn't lost in the process. Organizations involved in parcel delivery also have access to personal information, and it is their primary responsibility to keep the integrity of information.

What are some of the technological advancements that you have observed in the industry?

Businesses today have access to a wealth of data from a range of sources that they can analyze to improve the way they plan and execute their operations in order to design and deliver services more efficiently. The transportation sector is no different. Organizations should have the capability to obtain real-time information on different conditions to ensure the smooth functioning of their daily operations.

Would you like to shed light on the latest project that you are working on?

The implementation of open payments is one of the major revolutionary projects in which I've recently been involved. The term open payments refer to credit and debit cards being accepted at the point of sale. So, in 2018, we adopted it, which is allowing all consumers to pay with a credit card or smartphone immediately on buses and at fare gate without having to pre-purchase fare media. And this is a huge leap since it allows individuals to pay with what they have in their wallet rather than needing to purchase a fare ticket in advance. As a result, open payments are not only a win for customers in terms of ease but also a win for the business in terms of cost savings.

 What are some of the leadership strategies you have in place to propel the team forward?

In order to be successful in our business, it is critical to maintaining an open, collaborative management style that encourages employee engagement at all levels. Developing open lines of communication and a casual business style will encourage people to share their views and opinions. Different ideas and viewpoints ultimately help us solve problems more effectively.

What would be your piece of advice for fellow colleagues?

It is really important to look at what industry leaders are doing with the data and how they're doing it. This knowledge can benefit an organization in understanding the evolution of the market and rightly adapting to it.