When Ticketer partnered with Transport for Greater Manchester (TfGM) to launch the Bee Network in 2023, it marked the UK's first bus franchising model outside London - and one of the most significant shifts in the industry in a generation.
For Ticketer, entrusted with providing TfGM's AVL and ticketing requirements, as well as its operational network control centre, the project represented both a milestone and a blueprint. It has been a journey defined by innovation, collaboration, and evolution, setting the stage for how franchising can be delivered successfully in other regions.
Reflecting on the partnership, Adam Toone, Ticketer Chief Commercial and Operations Officer, shares 5 key learnings for transport and local authorities considering moving to a bus franchising model.
1. Collaboration: your franchising foundation
From the outset, TfGM and Ticketer forged a relationship built not only on contractual obligations, but on shared problem-solving. The key challenge we faced together was fundamental: how do you take a complex, diverse, and often fragmented transport ecosystem and reshape it into a cohesive, efficient, and passenger-focused network?
To answer that, our teams worked collaboratively from the offset; planning jointly, running workshops, and maintaining an open dialogue throughout every stage of delivery.
This approach ensured that challenges were surfaced early, we could resolve them collectively and we were able to remain agile throughout.
Key takeaway: Projects of this scale succeed only when partnerships go beyond contracts. Appoint suppliers who not only 'deliver the goods', but with whom you can foster openness, trust, and shared problem-solving with from day one.
2. Be clear on your needs: shape solutions around local contexts
Whilst the Bee Network acts as the franchising blueprint outside of London, the reality is that every region has its own priorities, challenges, and infrastructure. What works in Greater Manchester may not translate directly elsewhere. Being clear on your specific needs from the outset - whether around fare structures, data reporting, operator engagement, or customer experience - is vital to successful delivery.
However, it's understandable that some questions or challenges may not become apparent until you're further into the process. That's why, we're happy to consult with
transport and local authorities on our experience from Bee Network delivery. By sharing both successes and challenges, Ticketer can support you in shaping a franchising model that is robust, efficient, and tailored to your region.
Key takeaway: Franchising isn't one-size-fits-all. Authorities should define their unique objectives early and be open to guidance along the way. By learning from Greater Manchester's successes and challenges, regions can anticipate issues sooner and shape solutions that are both locally relevant and future-ready.
3. Minimise disruption; maximise delivery
Franchising brings equal parts opportunity and multi-faceted challenge. With new KPIs, new structures and new processes to embed - amongst many other changes - it's vital to identify areas where you can achieve 'quick wins' by minimising disruption.
A key strength of the Bee Network roll-out was our ability to extend the existing Ticketer Portal to meet TfGM's requirements. This avoided the upheaval of introducing an entirely new system and reduced the impact on participating operators, many of whom were already Ticketer customers.
We also introduced hierarchical "Franchise Owner" (TfGM) and "Franchise Operator(s)" roles within a connected ecosystem, providing the authority with the necessary control over fares, tickets, and service definition, and operators with the necessary frontline delivery tools. By preserving a familiar interface, the transition was smoother, retraining requirements were minimised, and risks of operational breakdown were significantly reduced.
Take-away message: Wherever possible, build on existing systems and operator familiarity. Preserve continuity, make new hierarchies clear, and you'll minimise disruption while maximising confidence in delivery.
4. Phase delivery and plan for complexity
Franchising isn't something you can simply switch on. It's delivery touches ticketing, vehicles, workforce, depots, branding, passenger communications, and more. Trying to deliver everything in one go risks confusion and service instability.
In Greater Manchester, phasing was crucial. Deploying school services first, followed by wider routes allowed lessons to be learned early and applied at scale. This staged approach gave operators and drivers time to adjust, helped TfGM refine processes, and created space for us to tackle unexpected challenges together without jeopardising the wider rollout.
Key takeaway: Treat franchising as a journey, not a single event. Phase your roadmap carefully, pilot early where possible, and build in time to learn, adapt, and manage complexity at each stage.
5. Never underestimate the human dimension
Even the best partnerships and technology will falter if operators, drivers, back-office teams, and passengers are not well prepared.
While many of the participating Bee Network operators were already familiar with Ticketer, onboarding new ones was also critical to success. Which is why we were sure to deliver hands-on training for any who had not worked with us previously.
Additionally, driver training on our TK300 was delivered so they could drive out of the depot on that first day, feeling confident and clear on what they needed to do and how to use our ticketing technology.
Key takeaway: Comprehensive training, accessible support, clear documentation, stakeholder forums, and visible change planning are as essential as the technology itself.
Looking Ahead
The Bee Network has demonstrated that with the right systems, partnerships, and frameworks in place, franchising can be successful. But perhaps its greatest value lies in the lessons it offers to other regions considering the journey.
Our five key learnings hopefully show that success depends on far more than technology alone. It requires foresight, trust, and a willingness to adapt. At Ticketer, we are proud to have played a central role in delivering Greater Manchester's blueprint for franchising. More importantly, we are committed to sharing those experiences with authorities across the UK.
Whether you're in the earliest stages of planning or preparing for implementation, we are ready to listen, advise, and work alongside you to shape a franchising model that is robust and relevant to your region.
