Dr. Praful Gharpure -...
9
Designing Services as per End User Expectations Dr. Praful Gharpure Case of City Bus System
Transcript of Dr. Praful Gharpure -...
Designing Services as per End User Expectations
Dr. Praful Gharpure
Case of City Bus System
Setting Context
Low / decreasing ridership for city
bus services
Current Scenario
Exploring the extent of fulfilment of end user
expectation in City Bus Services in Indian Cities.
The Context
1. Metros rails getting developed in Indian cities are going to depend on feeder buses for their
feasibility in initial phase.
2. Bus services have been successful where it meets citizen expectation of punctuality , travel time
saving and comfortable travel.
3. Citizen are willing to pay for services at times a premium depending on quality of service.
Some insights – Bus Service
The Services offered are falling short of end user
expectation leading to lack of user base and
subsequent impact on ROI.
The Issue
End User Expectation
Travel Card
Weekly/monthly/daily
pass.
Ability to order pass
online.
Voice of Customer
Route list with bus timings on each stop with
connecting routes.
Location of bus stops with timetable for routes
covered from the point
Bus stops with provision of seating, roof, dust
bins etc.
Fare information chart.
Proactive Bus delay information
Information on
crowded routes.
Delay Information &
real-time update.
Need for fast
commute routes
linking city
landmarks / office
places / Central
business districts
Complaint / Feedback
mechanism.
Preventive measures
for thefts / crimes on
bus routes
Exploring Potential Solutions
Source : Author’s own research.
Voice of Business
Establishing
Viability
of Services
Focus Area
Solution Landscape
Voice of Technology
Bus Route alteration as per passengers Volume
IOT Solutions for Bus
Source Paper titled -Intelligent Bus Stops in the Flexible Bus Systems
By :Razi Iqbal* and Muhammad Usman GhaniBus Stops with Information on Services
TicketingSource : Product information Literature & Illustrative Images
Importance Ratings
5 - High
3 - Medium
1 - Low
What's - How Relationship
9 - Strong
6 - Moderate
3 - Weak
0 - No relationship
Easy access to bus route details 5 420
Availability of list of bus stops 5 330
Information on connecting routes 5 435
Distance & Fare information 5 330
Information on bus timings 3 252
Bus delay information 3 180
Information on crowded routes 3 234
Facility for day /week/month fare
pass5 255
Road repair related diversions 1 54
Options for avoiding cash dealiing
onboard bus3 99
Preventing theft / crime on bus /
routes 5 225
Expect my request to be resolved
the first time3 723
216
0
3
9
63291
3
0
0
0
3
201
3
0
0
165
0
0
0
6
0
231
9 0 96 63
9
3
0
0
6
3
9
3
3
3
0
0
9
9
6
159
0
0
3
3
9
9
0
171
6
9
270
0
9
3
0
33
6
3
0 30
9
9
9
9
6
9
6
165
6 6
3
6
0
9
Specia
l ro
ute
s f
or
off
ices /
enro
ute
city
am
eneties lik
e M
alls
, H
ospitals
, T
ourist
pla
ces
3
0
3
6
6
3
9
MIS
for
key indic
ato
rs lik
e h
ighly
in d
em
and
route
identification .
3
0
3
9
9
0
Card
pass s
ale
/ R
echarg
e p
oin
ts in local
shops /
onboard
buses /
over
inte
rnet
Bussto
p m
appin
g t
o lin
kra
dio
taxi as
connecting o
ption
Inte
ravtive w
ebsite /
Mobile
app/S
ms U
pdate
s
Trip P
lanner
Utilit
ies
Route
lis
ts w
ith b
us s
top m
entionin
g t
imin
gs /
dela
ys
CC
TV
on B
uses
Route
s m
apped t
o M
unic
ipalit
y r
oad n
etw
ork
for
synchro
niz
ato
n o
f ro
ad w
ork
s
Dis
pla
ys a
t bus s
tops /
Dow
nlo
adable
docum
ent
9
9
9
339
6 9
9 3
9 9
6 9
3
9
3
36
9
9
9
03
39
9
0
0
0
0
0
267
0
0
63
9
Rela
tionship
Tota
ls
279
9
3
9
0
9
3
9
Custo
mer
Expecations -
Wants
3
9
0
3
0
00
0
0
How Important
Custo
mer
Import
ance R
ating
6
0
327
9
0
9
9
3
6
3
Sevic
e c
ata
louge f
or
info
rmation
dis
sim
ination
Custo
mer
serv
ices lik
e -
com
pla
int
loggin
g
facili
ty ,
Lost
& F
ound r
eport
ing e
tc.
Measures
9
9
9
9
9
Hows
0
0
GP
S e
nable
d o
n b
uses f
or
real tim
e
location
mappin
g
Onlin
e o
rdering o
f sm
art
card
pass
9
3 39
9
0
0
9
9
0
0
0
0
3
0
Mapping & Prioritizing End user requirements
to Potential Solutions
Source : Author’s own research.
Inte
ractive M
ap /
Mobile
App /
Website
Trip P
lanner
Utilit
y
Dis
pla
ys a
t bussto
ps /
Dow
nlo
adable
docum
ent
Route
lis
ts w
ith b
us s
tops m
entionin
g t
imin
gs
/ dela
ys
CC
TV
on b
uses /
bus s
tops
GP
S e
nable
d b
uses f
or
location m
appin
g
Onlin
e o
rdering o
f sm
art
card
pass
Serv
ice c
ata
louge f
or
info
rmation
dis
sic
imin
ation
Card
pass s
ale
/ r
echarg
e a
t lo
cal shops /
onboard
buses /
over
inte
rnet
Route
s m
apped t
o m
unic
ipal ro
ads n
etw
ork
for
synchro
niz
ation w
ith r
epair w
ork
s
MIS
for
key indic
ato
rs lik
e h
ighly
in d
em
and
route
identification
Bussto
p m
appin
g t
o lin
k r
adio
taxi as
connecting o
ptions
Mappin
g e
nro
ute
city a
menetied lik
e m
alls
,
hospitals
,tourist
pla
ces e
tc
Custo
mer
serv
ices lik
e -
com
pla
int
loggin
g
facili
ty ,
lost
& f
ound e
tc.
Over
All
Rankin
g
City
Ahmedabad
Bangalore
Chennai
Delhi
Indore
Kolkata
Mumbai
Pune
Surat
Yet to Start
Infancy
Evolving
Matured Stable and userfriendly feature. Potential to scaleup to high standard.
Overall Ranking is based on cumulative scores for offering
Incentive Ranking Criteria
Initiative on plan but not implemented
Partially available with enhancement for ease of use needed.
Available in static form , enhancemend desired
Measures
Extent of Fulfilment of End user
Requirements in Existing Systems
Source : Author’s own research.
Inferences of Study
*
For Effective Service Delivery - Equilibrium is needed amongst
• Customer Needs
• Business Needs
• Optimal Technology Usage
