15 Mar 2009

Touch n Go, Malaysia's smart card for all

Touch 'n Go Sdn Bhd (formerly known as Rangkaian Segar Sdn Bhd) are the operator of Touch ‘n Go, SmartTag and The Central Clearing House System (CCHS).

Incorporated in October 1996 and officially launched its services in March 1997 at Metramac Highway and PLUS Expressways, TNGSB provides contact less means of fare payment services via a pre-paid e-payment card called the Touch ‘n Go card.

TNGSB holds the intellectual property rights to the Touch ‘n Go system, which is locally developed according to standard fare, the de-facto standard for contactless smartcard. This enables the company to modify, enhance and upgrade the system independently.

Touch ‘n Go is now the one and only Electronic Toll Collection (ETC) operator for all highways in Malaysia. It is also being accepted as the Common Ticketing System (CTS) for major public transports all over Malaysia.

This is to make card management convenient and financially sound, as the users do not have to carry multiple cards for different transportation services or being bonded by several financial commitments. Based on the Touch ‘n Go’s research and development, 4 millions people from 20 millions population use the card. (AbsoluteAstronomy.com, 2008)

As a service provider to the transportation users in Malaysia, Touch n Go has a non- direct intervention to the costumers physically or mentally. Unlike other services, the company delivers it service intangibly with low involvement of both service personal or customers. Instead, they are given an electronic card as a service equipment or tool to perform the services.

The service enhances the convenience and efficiency of paying for low-value but high frequency transactions. It is able to reduce the transaction time effectively at the point-of-usage and eliminate the hassle of preparing small change for the fare.
The card can b used through out Malaysia transportation services, tolls, and places where customers can meet the Touch ‘n Go sign as part of the company’s information role. This also shows how information becomes very essential towards the service. Information’s can be widely accessed in the company’s official website (www.touchngo.com) or brochures and call center..

Supplementary Product Elements
1.Smart Tag
Smart Tag is the Malay acronym for “Sistem Membayar Automatic Rangkaian Tol,” or literally means Automatic Payment System for Toll Network.

It is a vehicle on-board unit that works in combination with the Touch ‘n Go card to allow user to pay toll with drive-through convenience.

2.Manual Touch ‘n Go Card
Touch ‘n Go card is an electronic purse that can be used at all highways in Malaysia, major public transports, selected parking sites and Theme Park. Touch ‘n Go uses contact less smart card technology. The card looks similar to a credit card. User can continue using the card as long as it is pre-loaded with electronic cash

3.Touch 'n Go Zing Auto Reload Card
The innovation is in the financial packaging of a credit card with Touch ‘n Go services to bring greater convenience to the customers. With Zing card, users can enjoy the Touch ‘n Go convenience without having to worry about insufficient card balance to pay for fares. Every time the card balance falls below a preset threshold, it will trigger the auto reload mechanism to top up the card

4.Fleet X’s
Fleet Xs is a post-paid corporate Touch ‘n Go card that is pre-loaded with electronic cash. Fleet Xs can be used at the following highways: PLUS, ELITE, Second Link, Penang Bridge, SHAPADU, SPDH (Seremban Port Dickson Highway), ECE (East Cost Expressway).

5.Biz Xs Card
BizXs is a post-paid corporate Touch ‘n Go card that is pre-loaded with electronic cash. It can be used to pay toll at all highways in Malaysia and selected business complexes equipped with Touch ‘n Go parking system.

Customer viewpoint
As the famous prepaid service, Touch ‘n Go has a lot of customers. Besides the benefits that given by the card, there are also some problems in the service. Some customers have given their viewpoint about Touch ‘n Go’s service.

Touch ‘n Go card can be used at all highways in Malaysia, major public transports, selected parking sites, theme park and some fast food restaurants like Burger King and Dunkin Donuts. The card can be used as an integrated ticket in Kuala Lumpur public transport system. So the users don’t have to prepare for small change or wait in queue to get the ticket for example in the KL Monorail Station or toll and highways.

Also, with the introduction of Touch ‘n Go facilities at KLIA and LCCT since February 2008, customer can now enjoy swift access and exit at that parking areas.

In the other hand,some customers also said that it’s difficult to reload the card because reload facilities are only available at a few major railway stations, and not all of the highways. (mt.m2day.org, 2008)

The Touch ‘n Go card has a lifespan of 10 years from the year of issuance date. Thus, touch ‘n Go cards that exceeds more than 10 years from the issuance or date purchased is considered “expired”. Customers may experience difficulties of using the ‘expired’ card. For instance, usage failure at any point-of-usage such as tolls.

To renew the card, RM10 will be charged to customers. A lot of customers have complained about the charge for the renewal. Why do they need to pay for new card while even credit cards are free now.

The other problem that caused by the card is some customers are complained about reloading the card at ATM. Topping up the card at the ATM is very risky and we can lose some or even all the credit in the card, as well as will incur an additional fee of RM0.50 and RM1.00 at Cash Deposit Machine. (ipohchai.com, 2008)

Written For TnG Project.
November 30th 2008

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