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Many local authorities and public transport operators throughout Europe are experimenting with or considering flexibly delivered public transport systems, mainly with a view to improving social inclusion in areas difficult to cover by conventional public transport. Many such initiatives have been in response to recent developments in transport telematics. The objective of this paper is to provide accessible and user friendly guidelines for the implementation or development of flexible services identifying key issues that need to be considered at a policy level. These follow an analysis of the provision of telematics-based flexible transport schemes showcasing examples of recent practical experience from the US and Europe.