RAIL, Retail and Reality

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Executive Summary

The rail industry has seen a steep rise in demand and is gearing up to absorb further changes. As it morphs into a modern, mass-market consumer proposition and leaves behind an era of undifferentiated utility service, what can rail learn from the retail sector - a great success story in contemporary business change? Features of the white paper which bear on the retail dimension include simplifying fares, introducing smartcards in major cities and selling inter-city tickets via mobile phone.

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