Use and Deployment of Mobile Device Technology for Real-Time Transit Information (2011) / Chapter Skim
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Pages 40-49
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From page 40... ...
Although customers who were surveyed liked the new DMSs, TriMet realized that deploying more DMSs at bus stops throughout the service area might not be sustainable. Further, in 2005, TriMet conducted an on-street survey of riders and determined that 70% of riders had mobile phones.
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From page 41... ...
Therefore, rather than requiring a large IT staff to develop such applications (and stay current with all the new mobile devices and operating systems) , TriMet created an environment in which developers could use TriMet's data.
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From page 42... ...
Since then, BART has determined that it is much more cost-effective to focus its efforts on the data, not developing mobile applications. Currently, its website is managed by two staff; it would be challenging for such a small staff to develop applications for the myriad mobile devices on the market.
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From page 43... ...
available either free or for a small fee. The BART mobile website (see Figure 43)
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FIGURE 44 BART real-time information by means of SMS.
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From page 45... ...
The results of this survey, to which more than 6,500 customers responded, included the following: • "Smartphones such as the iPhone and BlackBerry were the mobile devices most frequently used by those surveyed, followed by iPods, other media players, regular cellphones and PDAs such as Palm OS. Other devices noted by survey respondents included portable video game players such as the Sony PSP and ebook readers such as the Amazon Kindle." • "Existing mobile applications -- both those created by BART and those from third-party developers -- are not widely known and have much potential for greater use." • "Most survey respondents would prefer not to pay for trip planning or other transit applications but are willing to use ad-supported free programs." • "More than a third of respondents plan to purchase a new mobile device within one year." BART examined how customers using mobile devices obtain their information: • "Printed schedules on brochures and wall signs in stations." • "Electronic messages on overhead platform signs and station announcements, both of which contain realtime information." • "The BART mobile website, which has real-time information." • "Native applications that passengers download in advance to their devices, and which do not require an Internet connection." There have been some notable successes, such as the free iBART application for iPhone developed by two college students, which has received positive customer reviews.
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From page 46... ...
The system that provides real-time information on mobile devices consists of a GPS receiver, a GPS antenna, and a mobile data terminal (through which vehicle operators log into the system) on each of the 11 vehicles that operate the beach trolley service.
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Prior to June 2010, real-time information on mobile devices was limited to travel alerts, which could be received through e-mail or SMS. Alerts are based on incident information that is entered into the system in the respective control room where the incident is being managed.
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From page 48... ...
TfL's philosophy regarding providing real-time information on mobile devices can be described as follows: • TfL has a desire to shape the data that would be used to provide information to customers using certain rules, thus influencing the behavior of the customers using the information. • TfL considers customer relationship management as one of the most important factors in building trust among customers as well as in determining the nature of real-time information that could be provided on mobile devices.
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From page 49... ...
Customer Service Excellence standard and TfL's philosophy regarding information governance and customer relationship management are closely aligned. But until an information governance toolkit and funding are available to make the business case, providing real-time information by means of mobile devices will continue to be somewhat limited.
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