fue lServ icehelping disabled drivers refuel

Why fuelService?

1. 750,000 people in wheelchairs in the UK§Many disabled drivers cannot put fuel into their cars themselves

2. Petrol station employees have to assist§ not all petrol stations have the staff

to do this all the time

3. Existing methods are§ limited§ embarrassing to drivers§ prone to failure

Existing Options Fall Short

Handheld Fobs§ Press to alert§ No feedback

All require the driver to go to the station firstThere may not be anyone to help - No way of telling the driver

Push Buttons§ Hard to reach§ No feedback

Non-Technical§ Beep the horn§ Embarrassing

Introducing the fuelService app

Find Near YouAble to help you now?

Has your fuel type?Can you pay by card?

Know Before You GoContacts the petrol station

before you goThey say if they can help

When You ArriveTell them you’re hereThey know your carThey tell you how long

FeedbackRate and provide feedbackHelp the garage to improveLet others know where to go

Not just for Smartphones

§ Interactive Voice Service or SMS TXT§ Enter the petrol station number§ And pump number

§ No difference for the petrol station§ They have the same experience

§ Stations can be pre-discovered§ http://fuelservice.org/findstation

§ Station Poster for details of how to use now

Please enter the number of the petrol station you want to

ask?…

Please enter the number of the pump you are at?

No need to know before you go

Use fuelService without knowing about it beforehand

Before fuelService With fuelService

Petrol StationsOnly Needs a Phone

fuelService calls petrol station and asks if you can help.Press 1 for Yes, 2 for No

Or Use an AppRuns on a smartphone or tablet

Quick and easy to deploy and use

Fast and EasyNo long conversationNo feeling of guiltNo capital outlayNo equipment to be installed

ReportingWeb PortalUnderstand usageGet Feedback from users

Can be deployed today in 10 minutes!

fuelService Walkthrough (1)

E n t e r e d t h e f u e l r e q u i r e d a n d j u s t

c l i c k F i n d

P ick a s t a t i on Ask fo r he lpSea rch fo r he lpSea rch fo r he lp

C h o o s e a p e t r o l s t a t i o n f r o m e i t h e r a

l i s t o f s t a t i o n s o r f r o m a m a p v i e w

f u e l S e r v i c e w i l l c o n t a c t t h e p e t r o l

s t a t i o n a n d a s k t h e m i f t h e y c a n h e l p

Dr i ve to t he S ta t i on

I f y o u s a i d y o u w o u l d h e l p , t h e y d r i v e t o t h e

s t a t i o n a n d u s e t h e a p p t o t e l l y o u w h e n

t h e y a r r i v e

I t s f u e l S e r v i c e t o t e l l y o u t h e y a r r i v e d , a n d t h e p u m p t h e y a r e a t .

Yo u e n t e r h o w l o n g y o u w i l l b e t o h e l p .

You r Phone R ings Aga in

You r Phone R ings

Yo u r p h o n e r i n g s , a n d y o u a r e a s k e d t o h e l p . P r e s s 1 f o r y e s , 2 f o r n o . T h e r e s p o n s e i s

s e n t t o t h e d r i v e r

fuelService Walkthrough (2)

The d r i ve r t hen en te rs a rev i ew

A f t e r y o u h e l p t h e d r i v e r t h e y c a n

p r o v i d e f e e d b a c k .Yo u c a n r e v i e w t h i s

o n y o u r p o r t a l .

The d r i ve r i s to ld how long

T h e i n f o r m a t i o n y o u e n t e r i s p a s s e d b a c k t o t h e d r i v e r s o t h e y k n o w w h a t t o e x p e c t .

fuelService Walkthrough (3)At tendan t

re fue l s t he ca r

T h e a t t e n d a n t g o e s o u t a n d r e f u e l s t h e

d r i v e r s c a r .

Integrates with your payment app

If the user doesn’t have it

installed,we direct them

to install it

If they have your app, we take

them directly to pay

With no changes neededto your payment app

Full Reporting

§ All through a web interface§Real time or Historical reporting§Drill down to the per station level§ Permission based

§ give access to each station manager

Summary – WIN WIN WIN

Solves the refueling problem for disabled drivers

§ Simple and Easy to use§ Know before they go§ Nothing to buy

Increase Sales and Loyalty for Petrol Stations

• No equipment or installation costs• Equalities Act (2010) requirements -

Reasonable Adjustments• Deploy today in 10 minutes

All profits go to Spinal Research Organisations

Thank Youf u e l S e r v i c e

Equalit ies Act (2010)

§ The Equalities Act mandates organisations to make reasonable adjustments for the supply of services for disabled people.

§ FuelService helps companies to make the necessary adjustments.

§Citizens Advice Description -http://bit.ly/reasonable-adjustment

Are Phones allowed in petrol stations§Phone only used in the car – the disabled person won’t be

getting out of the car§Phone used before arrival at petrol station

UK Petrol Industry Association guidelines“Generally, there is no need to restrict the use of mobile telephones in other areas of the forecourt, such as in the shop, in motor vehicles parked on the forecourt or in other non-hazardous areas.”http://www.ukpia.com/industry_issues/health-and-safety/mobile-phones-on-forecourts.aspx

Who hasn’t got a mobile?

91

4 1 3 10

31

80 73 72

86 87 85

65

16 26 28

14 9 5 3 1 1

0%

20%

40%

60%

80%

100%

All 16-24 25-34 35-54 55-64 65-74 75+

None

Mobile only

Fixed andmobile

Fixed only

Household penetration of fixed and mobile telephony, by age

Source: Ofcom technology tracker, Q1 2014 QC1: Is there a landline phone in your home that can be used to make and receive calls?

Proportion of respondents (per cent)

Figure 1.93

96% of people have a mobile

phoneAgeRange

OwnaMobile

16-24 99%

25-34 100%

35-54 100%

55-64 96%

65-74 90%

75+ 68%

http://stakeholders.ofcom.org.uk/binaries/research/cmr/cmr14/2014_UK_CMR.pdf

What if the phone isn’t answered?§We detect the following

§ Not Answered – Rings out§ Engaged§ Answering Machines

§ The driver is informed and asked to try again§Management Report shows not answered calls

§ If station is shown to loose a significant amount of business, then they can move to the app version on a low cost smartphone or tablet which can be placed next to the POS system.

Infrared/wireless fobs§ Few Petrol Stations have the systems§Requires Drivers to purchase a fob§Requires capital investment for petrol station§ Feedback Mechanism

§ Infra-red has no feedback§ Wireless is acknowledgement only

§ Infrared doesn’t work well in the summer§Driver doesn’t know if petrol station has an employee to help before

arriving§ Also can’t be told if they can’t help as a single manned station can’t come

leave the kiosk

Non Technical Methods§ Beep your horn

§ Embarrassing for the driver§ Petrol Station attendant doesn’t know why?§ Attendant can’t tell driver if they can’t help

§ Wave about disabled badge§ Takes a while for attendant to see the driver§ Attendant can’t tell driver if they can’t help

§ Drive by window§ Sometimes not possible§ Still need to gain attention

§ Call button on pumps§ Very few pumps have this feature§ Hard/Impossible to reach

Driver doesn’t know if petrol station has an employee to help before arriving

I f Staff aren’t al lowed phone access§ Phones can be locked down to stop outgoing calls§ Incoming number can be private to stop incoming personal calls§Use the app for petrol station staff

§ Put it next to the Point of Sale system§ Runs on wifi or 3G data (low data usage)§ Web version available for PC based POS systems

§ App can be locked down to be only thing to run

Is this only for smartphones?§SMS Text Message version

§ Send a text message to ask and receive reply by text§ Send location (town) to get list of nearby stations

§ Voice IVR Version§ Call a number and respond with voice or key presses

§ App provides best experience§ 7 out of 10 people have a smartphone (increasing daily)

What about “bad” petrol stations§Repeated no-answers

§We will get in touch with petrol station to give education on how to use the service

§Customer ratings and reviews§ Allow the customer to give a rating for the station§ This will help petrol stations to learn what their customers want§Ratings shown as ‘s