TFW Stage 1 North Wales Capping Research

Research Summary

Transport for Wales (TfW) plan to pilot a ‘tap and go’ payment option on bus in North Wales, including daily and weekly capping. This includes a revised fare structure with, for example, the price of a single journey reducing to half the price of a return. The pilot is expected to be launched in Autumn 2021.

TfW have commissioned SYSTRA to undertake three phases of research to understand the public’s views on this new fares and ticketing initiative. The focus of this privacy notice, Stage 1, focuses on understanding the public’s views on, and use of, public transport, pre-pilot.

The ‘Stage 1’ research will comprise two online workshops and in-depth interviews with customers across Wales, as well as an online survey. This research will improve understanding of the motivators and barriers to bus use generally, as well as specifically exploring people’s views on fares and ticketing.

In addition, this research will help inform TfW’s communication strategy for the pilot initiative and feed into the design of a quantitative benchmarking survey and the research design for stages 2 and 3 of this research programme.

This notice

  • SYSTRA, alongside partners Teamsearch, have been commissioned by TfW to undertake Stage 1 of research on the North Wales Fares Capping pilot;
  • SYSTRA, Teamsearch and TfW are committed to making sure that we tell you about the ways in which we use your personal information and that we have the right controls in place to make sure it is used responsibly and kept safe from inappropriate access, theft, or misuse.
  • We are providing you with this notice so you know what data we are collecting from you as part of this research study; what we are going to do with it; and your rights over our use of your personal data.

Your personal data

  • Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information. The processing of personal data is governed by the General Data Protection Regulation 2016/679 (the “GDPR”), and associated legislation including but not limited to the Data Protection Act 2018.

Who are we?

  • TfW and SYSTRA are joint Data Controller. This means both TfW and SYSTRA have decided how your personal data is processed and for what purposes.
  • SYSTRA is also responsible for collecting and processing your personal data. SYSTRA are Cyber Essentials and ISO20252 accredited (certificate number: 9208368).
  • Teamsearch are sub-Data Processor and will only collect and process your personal data on instruction from SYSTRA. Teamsearch are Cyber Essentials and ISO20252 accredited.

What information is being collected?

The Stage 1 research has three different approaches:
1. An online quantitative survey with residents in Wales;
2. Online workshops using Microsoft Teams; and
3. In-depth telephone interviews.

If you are taking part in the online survey, this will ask you questions on: your frequency of bus use; satisfaction with bus use, generally; satisfaction with the (proposed) new fares and ticketing initiative, specifically; likelihood of bus use in the future; and demographic information including your age, gender, working status, disability and which area of Wales you live. You will have been invited to take part in the survey through CINT or Dynata panels. The contact details held by CINT and Dynata are not passed on to Teamsearch, SYSTRA or TfW when you complete the survey.

The online workshops and in-depth telephone interviews will ask you questions on the following:

  • current travel behaviour;
  • views of the buses in Wales;
  • motivators and barriers to use;
  • views on fares and ticketing generally;
  • views on the pilot initiative;
  • impact of the pilot on travel behaviour; and
  • where/how the pilot initiative should be advertised.

No personal data will be requested within the discussions, but your contact details have been used to invite you to take part in the research and to distribute invites for the workshop and calls. These contact details (specifically: your name, email address and telephone number) are held by Teamsearch and were provided by the contact database ‘Data Source’. More information on how Data Source collect and use your data can be found here:

At the point of being invited to take part in an online workshop or telephone interview, Teamsearch will ask you a series of demographic questions on age, gender and occupation and further questions on your travel behaviour.

Any contact details obtained for this research will not be provided to TfW, nor linked to survey responses or workshop or telephone discussions.

How is it collected?

Askia software agreement
  • The online survey is completed online via Askia. Askia is a secure software survey platform used for data collection. All data is retained on Teamsearch servers in the UK and is not held by Askia. Askia’s data protection policy for on-premise survey software can be found in section 3 of this document
  • The online workshops will take place on Microsoft Teams and in-depth interviews will be completed on Microsoft Teams or via telephone. Online workshops and in-depth telephone interviews will be recorded where consent is provided. Recruitment for in-depth interviews and workshops will take place by phone and email.

Why is it being collected?

  • Our lawful basis for processing under GDPR is:
    • GDPR Article 6(1)(f): the processing is necessary for our legitimate interests or the legitimate interests of a third party, unless there is a good reason to protect individuals’ personal data which overrides those legitimate interests.
  • We also rely on your Consent to hold your personal data if you opt-in to in-depth interviews and workshops. You may withdraw your consent at any time.
  • Our legitimate interest assessment is as follows:
    • Purpose test: The research will provide a broad societal benefit from understanding views toward NW Capping pilot and bus travel in Wales generally;
    • Necessity test: Contact details are required from participants in order to organise research activity so that the above outlined views can be captured. All participants providing contact details will provide consent to do so;
    • Balance test: Processing will not cause unjustified harm and contact details will only be used for the purposes of contacting individuals about the research. All individual rights relevant to processing will apply, meaning individuals have the right to withdraw, erasure, rectification and objection to processing.

How will it be used?

  • TfW, SYSTRA and Teamsearch comply with their obligations under the GDPR by: keeping personal data up to date; by storing and destroying it securely; by not collecting or retaining excessive amounts of data; by protecting personal data from loss, misuse, unauthorised access and disclosure and by ensuring that appropriate technical measures are in place to protect personal data.
  • All personal data held as part of this project is encrypted with a secure password and access restricted to only those working on the project.
  • Your data will be analysed anonymously with all other participant data. SYSTRA will report the findings of the research to TfW. No individual will be made identifiable during reporting.

Who will it be shared with?

  • Data collected and stored by SYSTRA and Teamsearch will be stored in the United Kingdom.
  • If you are an individual and you consent to take part in an interview or online workshop, the contact details and demographic information you provide to Teamsearch will be passed on to SYSTRA to set up the discussions.
  • Any contact details obtained for this research will not be provided to TfW, nor linked to your survey responses or workshop and telephone discussions.
  • SYSTRA will share anonymised data with TfW at the end of the research, and no other third party. This will not contain any personal or contact information.
  • Reports will not contain any personal data.

How long do we keep your personal data?

  • We keep your personal data for no longer than reasonably necessary. For stage 1 of this research, your data will be kept until 30th November 2022. After this, all personal data will be destroyed.

Your rights and your personal data

You have the following rights with respect to your personal data:

  • The right to request a copy of your personal data which SYSTRA holds about you;
  • The right to request that SYSTRA corrects any personal data if it is found to be inaccurate or out of date;
  • The right to request your personal data is erased where it is no longer necessary for SYSTRA to retain such data;
  • The right to withdraw your consent to the processing at any time;
  • The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;
  • The right to object to the processing of personal data; and
  • The right to lodge a complaint with the Information Commissioners Office.

Contact Details

If you would like:

  • Any more information about the research study, or our use of your data;
  • To request to see the personal data held on you;
  • To request to withdraw your personal data; or
  • To exercise any other of the rights listed above:

Please contact the SYSTRA research manager, Emma Salter,

Should you wish to find out more about SYSTRA’s data protection processes or contact their Data
Protection Officer, please contact SYSTRA’s UK Compliance Team at

To find out more about TfW’s compliance with data protection please click on the following links to review their data protection notices: Privacy Statement

To find out more about Teamsearch’s compliance with data protection please click on the following links to review their data protection notices:

If you have any concerns or questions about data protection or your rights you can also contact the Information Commissioners Office on 0303 123 1113 or via email or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

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