The question

Why is the UK Government’s new code of practice for “mobility as a service” so useful for MaaS platforms?

The key takeaway

The new Code of Practice provides a list of recommendations for MaaS platform providers, transport operators and local authorities on accessibility, inclusion, active and sustainable travel, data protection, ticketing and competition. Although the guidance is voluntary, those involved in the deployment of MaaS technologies should review the Code to check that they are adopting best practice and to potentially improve the quality of their users’ experience.

The background

The UK Government has identified that the emergence of various online platforms and mobile apps using data analytics and digital capabilities to provide seamless, multimodal transport planning information has made transport planning easier for consumers and businesses. Such technological solutions have been described as “mobility as a service” (MaaS), defined by the Government as “the integration of various modes of transport along with information and payment functions into a single mobility service” and typically uses innovation to simplify the planning and payment processes associated with making journeys. In 2022, the UK Government’s Department for Transport (DfT) ran a consultation on a MaaS code of practice to better understand how it could support this emerging industry. The consultation was its third consultation on MaaS, commissioned as part of various commitments made by the Government surrounding its overarching plan to decarbonise the British transport system.

The development

Following the responses to its consultation, the DfT introduced a Code of Practice for MaaS in August 2023, which is primarily aimed at organisations producing MaaS schemes, MaaS platform providers, transport operators and local authorities. Under the Code, the DfT makes 34 recommendations to address issues identified through public consultation, categorised as below:

• Improvement of user accessibility and inclusion – providers should consider accessibility requirements and the inclusion of all platform users with protected characteristics. These considerations apply across the user experience whilst interacting with a platform, when suggesting routes for users and when testing platform features. The needs of users in rural areas should also be taken into account, particularly where internet connectivity could be an issue.
• Enabling active and sustainable travel – platforms should provide users with information regarding CO2 savings that could be made by taking alternative modes of transport and should display health benefits (such as calories burned) associated with taking more active routes that involve walking or cycling.
• Improvement of ticketing experience – providers, transport operators and local authorities should collaborate to offer a consistent ticketing experience that is convenient and provides users with value for money.
• Protecting consumers – providers should offer transparent and consistent information for multimodal journeys and should inform users of relevant points of contact for feedback on their journeys, claiming compensation for delays or cancellations or requesting ticket refunds. Platforms should also make clear where a journey, mode, or operator is being promoted or prioritised as part of a commercial arrangement. Additionally, all organisations should ensure user personal data is processed in accordance with data protection legislation and that a data protection impact assessment is conducted prior to the processing of high-risk data.
• Promoting a competitive environment – commercial agreements entered into should be fairly priced, should avoid exclusivity of services and should encourage data sharing. MaaS apps should also show all available public transport options and services in an area.

Why is this important?

There are various technical, commercial and regulatory challenges associated with the development of MaaS solutions. The DfT supports the growth of the MaaS industry which has societal benefits, including the potential to improve the British transport network experience for passengers and aligns with its broader strategy to promote more active and sustainable ways to travel. According to the DfT, using a code of practice approach at this stage ensures that the industry is supported without the imposition of seemingly premature regulation which could negatively impact innovation. The DfT also believes that the deployment of the Code of Practice will increase its understanding of where regulation might be needed in future.

Any practical tips?

Although the Code of Practice contains voluntary guidance, all stakeholders involved in MaaS products and schemes would do well to review it and look to implement any improvements in line with its recommendations. The content should be regularly reviewed as the DfT will be updating the guide to reflect the latest developments within the industry. Keeping in line with the guidelines will help platforms comply with any regulations which may be introduced down the line.

Autumn 2023