Leveraging Technology to Increase Ridership and The Passenger Experience- Speaker Jeff Lougheed

Leveraging Technology to Increase Ridership and The Passenger Experience

Jeff LougheedRegional ManagerTrapeze Group

Mississauga, Ontario - Canada

Agenda

Emerging Technologies

Benefits for Fixed Route Operational Challenge

Electronic Mapping

Camera

GPS Antenna Cellular Modem

Computer

Mobile Devices

Technology Changes

Mobile Devices (aka SmartPhones)

In 2011, Smartphone and tablet

sales will out pace Personal

PC’s. - Deliotte

• 3G and 4G (LTE) networks

• Transfer data up to 30 times faster

• Greatly reduced capital costs

• Built, maintained and improved by large, well funded private companies

Improved Public NetworksTechnology Changes

• Smart Phones and Tablets utilize commercial operating systems

• Simply tools for development based on global standards

• Built, maintained and improved by large, well funded companies.

‘Open Platforms’Technology Changes

Agenda

Emerging Technologies

Benefits for Fixed Route Operational Challenge

Benefits to fixed route….Technology Changes

Benefits

Limitations

Interactive Voice Response

available 24/7 Multi-language Accessed through touch

tone phone

Complex to configure Limited to next-bus Costly 3rd party

components

World Wide Web

Similar to IVR

Provides range of services (trip planning, mapping, customer service)

Limited to desktops for ‘optimal’ performance’

Performance varies based on WWW traffic

Complex to manage for mobile browsers

Call Center Automation

Improved consistency of information

reduced training time for CSR’s

Only available when call center is open

Mobile Applications

Accessible anywhere, anytime

Addresses limitations of the Web

Inherently personalized

Nature of the eco system encourages innovation

Currently, eco systems are fragmented

More difficult to determine ‘which works’ with regards to apps’

A couple years before Smart Phones / Tablets are the primary mobile devices

Fixed Route Operational Challenge

Riders want self serve information in real-time:

•Where is the closest bus stop to where I am standing right now?

•When exactly is the bus coming?

•How can I get from here to Point B?

•Can you let me know if ‘my’ bus is going to be late?

Affordable Fixed Route Solutions

Technology: Mobile Device Application with GPS


Where is the closest bus stop to where I am standing right now?

How can I get from here to Point B?


Technology: Mobile Device Application with GPS

When exactly is the bus coming?


Technology: Mobile Device Application with Mapping

Can you let me know if ‘my’ bus is going to be late?


Technologies: Web Personalization & SMS

Stop 1234----------Route 1: 8:40am 5 minutes lateRoute 22: 8:45am On Time Route 1: 8:55am CancelledRoute 16: 9:10am On Time

Benefits to Fixed Route Continued…

• Improved mobility for new riders Enable new riders to easily maneuver the transit

network Increase the likelihood of a positive experience

and repeat usage

• Improved Customer Satisfaction Increased sense of security Reduced delay (and anxiety that results from…)

in the event of an incident Better perceived service reliability

Access to real-time

information has been

identified by the FTA as a

way to increase

ridership.

Leveraging Technology to Increase Ridership and The Passenger Experience- Speaker Jeff Lougheed

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