1. Leveraging Technology to Increase Ridership and
The Passenger Experience
Jeff Lougheed
Regional Manager
Trapeze Group
Mississauga, Ontario - Canada

2. Agenda
 Emerging Technologies
 Benefits for Fixed Route
 Operational Challenge

3. 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

4. • 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 Networks
Technology Changes

5. • 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

6. Agenda
 Emerging Technologies
 Benefits for Fixed Route
 Operational Challenge

7. 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

8. 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

9. Technology:
Mobile Device Application with GPS
Affordable Fixed Route Solutions
Where is the closest bus stop to where I am standing right now?

10. How can I get from here to Point B?
Affordable Fixed Route Solutions
Technology:
Mobile Device Application with GPS

11. When exactly is the bus coming?
Affordable Fixed Route Solutions
Technology:
Mobile Device Application with Mapping

12. Can you let me know if ‘my’ bus is going to be late?
Affordable Fixed Route Solutions
Technologies:
Web Personalization & SMS
Stop 1234
----------
Route 1: 8:40am 5 minutes late
Route 22: 8:45am On Time
Route 1: 8:55am Cancelled
Route 16: 9:10am On Time

13. 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.