CENTRE FOR REGULATION OF TRANSPORT BY HIRE CARS Abu Dhabi UNITED ARAB EMIRATES

1. CENTRE FOR REGULATION OF TRANSPORT BY HIRE CARS Abu Dhabi UNITED ARAB EMIRATES Transad_IATR_Video.mp4

2. History of Taxis in ABU DHABI Data Analysis and Governance Airport Taxis

3. History of Taxis in ABU DHABI

4. History Before 1980’s No Regulation was in Place till 1980.

5. Year 1980’s – Year 2006 • Partially Regulated by Traffic Police Department. • Taxi was known as Gold & White Taxis. • Issued 8511 Taxi Permits to the Nationals.

6. Year 2006 • Law no. (19) of 2006 issued by HH Sheikh Khalifa Bin Zayed Al Nahyan, President of United Arab Emirates and Ruler of Abu Dhabi Emirate. • The Centre for Regulation of Transport by Hire Cars(TransAD) was Established. Mandated by Law # (19) • Regulate Taxis and Limousine cars in the Emirate of Abu Dhabi.

7. Challenges Faced during Reformation • 8511 Taxi Permit Owners • Above 10,000 Taxi Drivers from more than 22 Nationalities • Taxi vehicles with 1 to 20 years life 8511 Taxi Permit Owners as the “Taxi Permits” were tradable and individual Permit Owners were generating revenue. Handling Existing Taxi Drivers Replacing the old vehicles with new Taxi Vehicles

8. 8511 Taxi Permit Owners 8511 Taxi Owners 7147 Taxi Permits Created the Beneficiary Fund Franchised the Taxi Operation to 6 Operators • Get back the Taxi permit from the Owners. • The Value per Permit had been Fixed at AED 100,000 ( Based upon market value of the Permit) • Compensate the owners on monthly basis at AED 1000 for 25 years from the date of Permit handover to the Centre. • Fund Required • Yearly – AED 102 Million • - US $ 27.8 Million • Monthly Levy per taxi per month AED 1250 • Revenue to FUND • Yearly – AED 107 Million • - US $ 29.2 Million TransAD make sure that the FUND is receiving the monthly levy from the Operators and its distribution to the owners without any delay before 25th of Every month.

9. Year 2007

10. Services Roaming Taxis Ladies Taxis Family Taxis Special Need Taxis

11. Data Analysis and Governance

12. Facts & Figures – Year 2012 2.2 7147 Taxis Complaints per 100,000 Kms Number of Silver Taxis 63 Million 80% Total Trips Taxi Availability @ peak hours 126 Million Number of Passengers 0.81 Accident Ratio per 100,000 kms 2.77% 84.4% Number of Booking Jobs ratio against total trips Booking Jobs success ratio 89% 6 Minutes Taxi Utilization (%) Average Waiting Time(Booking) 74% 72% Customer Satisfaction Level Driver Satisfaction Level

13. Taxi Availability Peak Business Hours Non Peak Business Hours

14. Trip Behavior

15. Taxi Utilization 90 %

16. Number of Passengers travelled in Silver taxis

17. 0.81 0.79 0.71 0.70 0.67 0.66 0.61 Number of Accidents / 100,000 kms

18. Customer Complaints 2.90 2.86 2.74 2.74 2.45 2.39 2.17 Number of complaints per 100,000 Kms

19. CALL CENTRE – BOOKING JOBS 90% 85.6% 85.3% 85.0% 84.3% 84.5% 83.5% 78.3% Target 2013

20. Implementation of IVR and its Effect IVR Effect

21. OVERALL EFFICIENCY OF THE TAXI SERVICES IN ABU DHABI Achievement Target – Year 2013 80.36% 90% Taxi Availability 86.7 % 90% Overall customer satisfaction 0.5 % Accident ratio per 100,000 kms 0.63% No. of booking jobs (%) against total trips 5% 2.77 % 90% Successful Booking Jobs 84.4% Average waiting time(booking calls) 7 Minutes 5 Minutes 88.4% 90% Call Centre Overall Assessment

22. Governance Installed with GPS and Tracking System Unified Control Room All 7147 Taxis • Dynamic Speed Monitoring System ( 60 kmph, 80 kmph, 100 kmph and 120 kmph) • Automatic Taxi License Suspension (Exceeding Vehicle Life, Inspection failure etc) • Automatic Driver Permit Suspension (Permit validity expiry, Customer Complaints ) • Driver Login restrictions in MDT ( Mobile Data Terminal – Taxi Meter) • Geo fencing and Taxi operating Zone restrictions • Live Franchise Performance and Driver Performance system based on KPIs

24. June 2013 Special Need Taxi Services TransAD has introduced the Special Need taxi services during June 2013.

25. Mercedes Benz Vito Raised Roof (Purpose Built)

26. Taxis at Abu Dhabi Int. Airport

27. Till 2009 Agreement signed directly with the Operators Airport Authority To pickup passengers from the Airport + • Vehicles are not Licensed by TransAD • Drivers are not permitted by TransAD

28. Year 2009 • TransAD had approached the AIRPORT authority and discussed the necessity of regulating Taxi Services in the Airport. • Agreement with Limo operators had not been renewed. • Silver taxis also inducted at the Airport. • Only Licensed Limo cars are permitted to operate X

29. Year 2011 Strategic decision has been taken by TransAD to replace all existing type of Taxi services in the airport with dedicated AIRPORT TAXIS. Study has been carried out on below elements Taxi Demand Type of Vehicle Airport Taxi Fare Management Business Feasibility of FRANCHISE MODEL Franchise – SELECTION CRITERIA

30. Taxi Demand Strength : 2 years data pertinent to airport pickups are available with TransAD

31. Trips and Distance 43.91% 93.32 % of the trips are less than 40 kms 1.75% 0.67% 0.72% 1.90% 1.03% 0.05% 0.05% 0.46% 0.05% 7.81% 12.84% 10.79% 11.25% 6.73%

32. Trips and Trip Duration Less than 28 Minutes duration : - 93.32 %

33. Demand – Supply During Peak Hours Simulation

34. Demand / Supply / Shortfall-surplus :- 10 pm till 2 am Supply Shortfall / Surplus Demand

35. Fleet Strength 150 Taxis Affects the business feasibility Short Supply

36. Type of Vehicle & Unique Features Customer Comfort Accessibility Luggage Space Unique Features City Image Mercedes Benz – Vito

37. Mobile Data Terminal (MDT) • Meter Functionalities • Navigation System • Credit Card Payment System • Built-in Antenna & embedded sim-card • Traffic Management System • Digital Roof Light (Fully integrated with MDT & Call Centre) • Driving Performance Index(Testing Phase)

38. Digital Roof Sign

39. Credit Card Payment System • Directly Integrated with the Taxi Meter • Credit Card POS read the meter fare from the MDT. • No Charges to the customers • The Operator bear the bank charges.

40. Airport Zone Geo-fencing Only Airport Taxi are permitted to pickup passenger from this zone. Taxi Meter gets freeze if Silver taxis try to pickup passengers.

41. Airport Taxi Fare Management The below factors were considered for framing the Airport taxi Tariff. Number of Trips Fleet Strength Average Trip distance Total Running Kilometer Vehicle Cost and the operating cost Existing Taxi Fare

42. Business Feasibility of FRANCHISE MODEL • In the Franchise model of Taxi Operation, the Franchisee must make reasonable profit in order to cater Quality Taxi Services. • Based on the feasibility study, TransAD had observed that the Operator would not be able to make reasonable profit based on the derived Tariff. Therefore, in order to make the Taxi Operation feasible, TransAD has approved the following. • The monthly fee of AED 1250 has been reduced to AED 750 for airport taxis. • Return Trip to Airport from the City through Call Centre

43. Franchisee – Selection Process • Open Tender was Invited through leading newspapers • 12 Companies were participated • 3 Companies were shortlisted • Awarded the Franchise to the highest bidder. (Bid Amount – AED 21.6 Million • - US $ 5.8 Million)

44. Facilities at the Airport • Parking Facility for 40 Taxis at Pick up point • Staying Area for approximately 100 Taxis • One office to the TransAD inspector near Pick up point • Rest Room facility in the Staying area for Drivers.

45. New Airport Taxis will be Launched During October 2013 X X X Achievement

46. What Next ? Abu-Dhabi-Heatmaps-3days-desktop.m4v • Taxi Fleet Optimization • Purpose Built Taxi Vehicle

47. Thank You