London is the capital city of the United Kingdom and its population, including the metropolitan area is estimated at over 12 million.
In recent decades, London’s underground has seen a major increase in the number of passengers. The need for faster turnover of passengers in and out of stations has become a priority.
In 2003, Transport for London (TfL) introduced the Oyster card. This pre-paid, contactless electronic card gives access to all London transport networks and is very easy to use. Furthermore, the system is continuously improved, for instance, by implementing contactless payment technologies, new self-service machines and mobile applications.
The result is a significant reduction of queues, much better management of operational flows at stations and a reduction in TfL’s operating costs. All of this has helped to reach a passenger satisfaction score of 80 out of 100.
Since their launch, 60 million Oyster cards have been issued. Cash payments have dropped to less than 1 per cent and today, over 85 per cent of London's public transport passengers are using the Oyster card, making it a model for other big cities around the world.