iUSEpass Pilot Challenges and Opportunities Lara Bevan iUSE Relationship Manager

What is the iUSEpass? International Undergraduate Student Education pass Three year pilot scheme, which commenced in January 2015 Concept developed by the Victorian Government with input from education institutions and PTV The objective is to enhance the student experience and encourage students to choose Victoria Offers eligible, undergraduate international students the opportunity to purchase an annual public transport pass with a 50% discount off the full fare rate Costs the same as an annual pass at the domestic student concession rate The cost of the discount is co-funded in partnership between the Victorian Government and participating education institutions Administered by Public Transport Victoria in partnership with participating education institutions Valid for travel within the zones the institution has campus locations, including regional areas Valid for unlimited public transport for 365 days from the first ‘touch on’ to the myki system, so students receive full value when purchasing at any time throughout the year iUSEpass

Who is eligible? STUDENTS INSTITUTION PARTNERS International students Studying on a full time basis Studying at a participating institution Studying an eligible undergraduate or higher VET course: Bachelor degree Associate degree Diploma Advanced diploma CRICOS accredited Universities, Registered Training Organisations and TAFEs Willing and able to contribute 25% of the cost of an annual pass per student Willing and able to contribute administratively: Purchase and distribute codes Check and confirm student eligibility Document distribution and eligibility checks for auditing purposes iUSEpass

How much does it cost? iUSEpass

Institution Administration – How does it work? Read and sign pilot agreement and standards and return to PTV Purchase unique codes from iUSE portal for distribution to eligible students Promote the iUSEpass to international students Check eligibility and distribute unique codes Retain records of student eligibility and code distribution Retain a photo of each student on file for auditing purposes iUSEpass

Students – How to order for the first time Obtain a unique code from institution Register the code on the iUSE portal, creating a user account Enter address details for postage Pay the remaining 50% of the fare Once payment has been received, PTV fulfil the pass The iUSEpass myki card is delivered to the nominated address within 7-10 business days iUSEpass

Students – How to renew a pass Obtain a unique code from institution Log into the existing account on the iUSE portal, using the original email address Pay the remaining 50% of the fare Once payment has been received, the pass will be transferred to the original card within 7-10 business days. iUSEpass

Students – How to replace a lost/stolen card Log into the iUSE portal Select the replacement card option Check that the delivery address is still correct The iUSEpass myki card is delivered to the nominated address within 7-10 business days If wishing to travel whilst waiting for the replacement card to arrive, students will need to purchase a myki card and load it with myki money or a myki pass. Students do not lose pass days waiting for the replacement to arrive. Within 24 hours of requesting a replacement card, the lost or defective card is blocked. This also freezes the active days left on the card. The active days do not recommence until the student has touched on with the new card. iUSEpass

Challenge – The Value Proposition $760 can be a large up front sum for many people, particularly students Target market is not students who are already purchasing an annual pass Many students don’t fully understand what they are spending now using myki money Many students do not travel to classes every day of the week, and many go home for several months per year. Zone 1 & 2 Examples - Full Fare Daily Cost = 7.80 per day iUSEpass

Opportunities – The Value Proposition Creation of tools to assist front line institution and PTV staff iUSEpass ‘Value for money’ online calculator Digital assets based around calculator for participating institutions and use in wider PTV marketing initiatives. iUSEpass

The iUSE portal & Communications Challenges Co-funding model is new and required the development of a customised portal In year one problem transactions did take a long time to diagnose and resolve (e.g. blocked and failed orders and replacements preventing fulfilment) It was difficult to diagnose what was a genuine issue, and what was user error Uploading an image with the correct specifications can be problematic Due to unexpected technical issues at the commencement of the pilot, there were a large number of queries to the iUSEpass inbox, resulting in delayed response times Feedback indicated it was hard for institution partners to get in touch with the right person at PTV for assistance There was some conflicting information between our website, customer service channels and key documents (FAQs, etc) which was creating confusion assist students, and escalated issues can be sent to iuse.pass@ptv.vic.gov.au iUSEpass

iUSE Portal & Communications Response & Further Opportunities Sept 2015 - iUSE Relationship Manager appointed to manage the administration of the scheme and as the key contact for escalated institution and product related issues All documents and touch points were examined for inconsistencies and corrected 20 months along, our knowledge of the portal and known errors has improved dramatically Daily checks occur for any blocked or corrupted orders and pro-active resolution ensures that most issues are resolved before customers are aware Free software is available online to assist students in resizing their images Potential for further development of photo upload software (although unlikely to be within current pilot period) Cross training and upskilling of staff occurred, resulting in a larger number of staff being able to answer specialised enquiries with most now responded to within 24 hrs iUSEpass

Engaging Institution Partners Challenges There are currently 22 participating institutions The more institutions participate, the more students will benefit from the scheme Participation does involve a financial and administrative commitment Long approval processes within some institutions Changes in management and staff turnover Response & Further Opportunities Creation of database of eligible CRICOS institutions Mass email out Implementation of CRM database to assist in keeping track of contacts and responses Visibility at key events, increasing awareness amongst stakeholders Working with key stakeholder groups to expand reach (e.g. ISANA & AFIS) iUSEpass

Where can we find more information? STUDENTS INSTITUTIONS Visit - ptv.vic.gov.au/iuse General information FAQs Troubleshooting Email – iuse.pass@ptv.vic.gov.au Advanced questions or troubleshooting Email - lara.bevan@ptv.vic.gov.au For further questions or to arrange a visit. iUSEpass