helping disabled drivers refuel fuelService helping disabled drivers refuel

Why fuelService? 750,000 people in wheelchairs in the UK Many disabled drivers cannot put fuel into their cars themselves Petrol station employees have to assist not all petrol stations have the staff to do this all the time Existing methods are limited embarrassing to drivers prone to failure

Existing Options Fall Short Handheld Fobs Press to alert No feedback Push Buttons Hard to reach No feedback Non-Technical Beep the horn Embarrassing All require the driver to go to the station first There may not be anyone to help - No way of telling the driver

Introducing the fuelService app Find Near You Able to help you now? Has your fuel type? Can you pay by card? Know Before You Go Contacts the petrol station before you go They say if they can help When You Arrive Tell them you’re here They know your car They tell you how long Feedback Rate and provide feedback Help the garage to improve Let others know where to go

Not just for Smartphones Please enter the number of the petrol station you want to ask? … Please enter the number of the pump you are at? Interactive Voice Service or SMS TXT Enter the petrol station number And pump number No difference for the petrol station They have the same experience Stations can be pre-discovered http://fuelservice.org/findstation Station Poster for details of how to use now

No need to know before you go Before fuelService With fuelService Use fuelService without knowing about it beforehand

Can be deployed today in 10 minutes! Petrol Stations Only Needs a Phone fuelService calls petrol station and asks if you can help. Press 1 for Yes, 2 for No Or Use an App Runs on a smartphone or tablet Quick and easy to deploy and use Fast and Easy No long conversation No feeling of guilt No capital outlay No equipment to be installed Reporting Web Portal Understand usage Get Feedback from users Can be deployed today in 10 minutes!

fuelService Walkthrough (1) Search for help Search for help Pick a station Ask for help Entered the fuel required and just click Find Choose a petrol station from either a list of stations or from a map view fuelService will contact the petrol station and ask them if they can help

fuelService Walkthrough (2) Your Phone Rings Your phone rings, and you are asked to help. Press 1 for yes, 2 for no. The response is sent to the driver Drive to the Station If you said you would help, they drive to the station and use the app to tell you when they arrive Its fuelService to tell you they arrived, and the pump they are at. You enter how long you will be to help. Your Phone Rings Again

fuelService Walkthrough (3) The driver is told how long The information you enter is passed back to the driver so they know what to expect. Attendant refuels the car The attendant goes out and refuels the drivers car. The driver then enters a review After you help the driver they can provide feedback. You can review this on your portal.

Integrates with your payment app If the user doesn’t have it installed, we direct them to install it If they have your app, we take them directly to pay With no changes needed to your payment app

Full Reporting All through a web interface Real time or Historical reporting Drill down to the per station level Permission based give access to each station manager

Summary – WIN WIN WIN Solves the refueling problem for disabled drivers Simple and Easy to use Know before they go Nothing to buy Increase Sales and Loyalty for Petrol Stations No equipment or installation costs Equalities Act (2010) requirements - Reasonable Adjustments Deploy today in 10 minutes All profits go to Spinal Research Organisations

Thank You fuelService

Equalities Act (2010) The Equalities Act mandates organisations to make reasonable adjustments for the supply of services for disabled people. FuelService helps companies to make the necessary adjustments. Citizens Advice Description - http://bit.ly/reasonable- adjustment

Are Phones allowed in petrol stations Phone only used in the car – the disabled person won’t be getting out of the car Phone used before arrival at petrol station UK Petrol Industry Association guidelines “Generally, there is no need to restrict the use of mobile telephones in other areas of the forecourt, such as in the shop, in motor vehicles parked on the forecourt or in other non-hazardous areas.” http://www.ukpia.com/industry_issues/health-and-safety/mobile-phones-on-forecourts.aspx

96% of people have a mobile phone Who hasn’t got a mobile? 96% of people have a mobile phone Age Range Own a Mobile 16-24 99% 25-34 100% 35-54 55-64 96% 65-74 90% 75+ 68% http://stakeholders.ofcom.org.uk/binaries/research/cmr/cmr14/2014_UK_CMR.pdf

What if the phone isn’t answered? We detect the following Not Answered – Rings out Engaged Answering Machines The driver is informed and asked to try again Management Report shows not answered calls If station is shown to loose a significant amount of business, then they can move to the app version on a low cost smartphone or tablet which can be placed next to the POS system.

Infrared/wireless fobs Few Petrol Stations have the systems Requires Drivers to purchase a fob Requires capital investment for petrol station Feedback Mechanism Infra-red has no feedback Wireless is acknowledgement only Infrared doesn’t work well in the summer Driver doesn’t know if petrol station has an employee to help before arriving Also can’t be told if they can’t help as a single manned station can’t come leave the kiosk

Non Technical Methods Beep your horn Embarrassing for the driver Petrol Station attendant doesn’t know why? Attendant can’t tell driver if they can’t help Wave about disabled badge Takes a while for attendant to see the driver Drive by window Sometimes not possible Still need to gain attention Call button on pumps Very few pumps have this feature Hard/Impossible to reach Driver doesn’t know if petrol station has an employee to help before arriving

If Staff aren’t allowed phone access Phones can be locked down to stop outgoing calls Incoming number can be private to stop incoming personal calls Use the app for petrol station staff Put it next to the Point of Sale system Runs on wifi or 3G data (low data usage) Web version available for PC based POS systems App can be locked down to be only thing to run

Is this only for smartphones? SMS Text Message version Send a text message to ask and receive reply by text Send location (town) to get list of nearby stations Voice IVR Version Call a number and respond with voice or key presses App provides best experience 7 out of 10 people have a smartphone (increasing daily)

What about “bad” petrol stations Repeated no-answers We will get in touch with petrol station to give education on how to use the service Customer ratings and reviews Allow the customer to give a rating for the station This will help petrol stations to learn what their customers want Ratings shown as ‘s