Digital Transformation of Ticketing

Delhi Metro Rail Corporation (DMRC) with a network of 393 kms, 12 lines catering to around 7 million passenger journeys on a weekday, is considered the lifeline of Delhi – the capital city of India.

The vision of DMRC is the “Commuting experience in Delhi Metro to be customers’ delight”. Recognising that ticket purchasing is a pivotal aspect of the overall commuting experience, DMRC has dedicated efforts to simplify ticketing procedures and embrace innovative digital solutions. Central to this endeavour is the ‘Ease of Booking’ programme, which aims to transform the ticketing process by leveraging digital advancements. Through this multifaceted initiative, DMRC seeks to redefine urban travel, offering passengers a seamless and convenient journey from start to finish. The programme is focused on three pillars: multiple ticketing media, multiple channels, and multiple modes of payment.

Recognising the diverse needs of commuters, DMRC has introduced a plethora of options ranging from smart travel cards to National Common Mobility Cards (NCMC) and QR tickets. The NCMC is an interoperable card that can be used across many transportation systems in India. The QR tickets are available in single journey as well as multiple journeys (store value) formats.  This seamless integration of various ticketing media not only streamlines the boarding process but also fosters greater accessibility for commuters of all backgrounds. DMRC is actively working to introduce Account Based Ticketing (ABT) and Mobile Phone-based Near Field Communications (NFC) technologies to further expand ticketing media. ABT will facilitate any bank credit/debit card to be accepted as a travel card. With NFC, the mobile phone could be used as a travel card.

DMRC is providing multiple channels for ticket purchase for the convenience of its customers. The channels range from DMRC’s own mobile app (Saarthi) to WhatsApp, PayTM, One Delhi App, Amazon Pay, PhonePe, Ticket Vending Machines, and ticketing windows. DMRC leaves no stone unturned in ensuring that commuters have a plethora of avenues to procure tickets. The introduction of ‘Saarthi (Momentum 2.0)’ mobile app, which seamlessly integrates QR ticketing and services, stands as a testament to DMRC’s commitment to technological innovation. The One Delhi App facilitates travellers to plan their journeys using both metro and buses in Delhi as well as buy tickets for both modes of transport.  The integrated QR-coded ticking with the National Capital Region Transport Corporation (NCRTC) facilitates purchase of tickets for NCRTC’s Namo Bharat ride through DMRC’s mobile app and similarly, generation of a unique Delhi Metro QR code through NCRTC’s Regional Rapid Transit System (RRTS) Connect app.

In tandem with its focus on multiple channels, DMRC has also championed diverse modes of payment, embracing the digital revolution sweeping across the nation. By accepting credit/debit cards, UPI, net banking, and cash; DMRC has proactively diversified its payment ecosystem, resulting in commendable around half of ticket transactions now conducted through digital modes. This not only enhances transaction efficiency but also fosters a seamless and hassle-free payment experience for commuters.

The ‘Ease of Booking’ programme by DMRC is all about making travel easier and more convenient for passengers. By reducing waiting times, promoting digital payments, and making it simple to buy tickets, the programme has greatly improved customer satisfaction. Now, passengers can buy tickets before they even get to the station, which helps them avoid long lines during peak hours.

The programme has also made the overall travel experience better, with easier ticketing, simpler payments, and integrated journey planning through mobile apps. This shows how DMRC is focused on making travel more convenient and enjoyable for everyone.

DMRC’s digital transformation in ticketing is a great example of how innovation can improve public transportation. By making the ticketing process easier and more efficient, DMRC has changed the way people travel in Delhi. As the programme grows, the future of urban transit in Delhi looks very promising.

The Delhi Metro recently won the prestigious Highly Commended Award under the Digital Champion category in Transport Ticketing Global 2024 at London. This award is a global recognition of the various digital ticketing initiatives taken by DMRC in the last couple of years.