Transit 2.0 at BART.gov

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BART, Bay Area Rapid Transit, shows how a government agency can use technology to be a provider not only of services—but also of information, data and spaces for building community.

BART, Bay Area Rapid Transit, shows how a government agency can use technology to be a provider not only of services—but also of information, data and spaces for building community.

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  • 1. Transit 2.0 at BART.gov Melissa Jordan BART.gov Senior Web Producer September 8, 2009
  • 2. BART moves 340,000 riders a day...
  • 3. ...who aren’t afraid to use new tools to share their experiences on BART. Note: BART.gov does not condone puke and/or cocaine.
  • 4. Our challenge: Harness new platforms to better serve and connect with our customers Maintain our reputation for safe, reliable public transportation How do we do it?
  • 5. By being the most accurate, timely, reliable source of info
  • 6. By having a real-time, interactive, user-focused website Website designed by Hot Studio: hotstudio.com
  • 7. By sharing our data with the developer community
  • 8. By going where our customers are Real-time information on the platform of your choice:
  • 9. By going where our customers are Real-time information on the platform of your choice: • Mobile website • Text message updates • Email updates • Twitter • Facebook • Third-party apps • RSS feeds • Posterous blog
  • 10. By sharing what we see and hear on BART...
  • 11. By connecting: Customers with each other to help build community Developers with data and customers in order to provide more high-quality products and services
  • 12. What about ROI? Find sensible metrics
  • 13. What about ROI? Find sensible metrics • Website traffic: BART.gov traffic increased after the redesign and the start of Web 2.0 and social cross-promotions • Fan interactions: For the week I was preparing this, the largest interacting group was 18-24 year olds, a segment we want to attract • Cost per web user: $0.08 per user session
  • 14. Positive word-of-mouth loyalty is another measure of success.
  • 15. Isn’t it hard to innovate in government?
  • 16. Isn’t it hard to innovate in government? Yes
  • 17. Show the organization what’s in it for them.
  • 18. ?
  • 19. Find workarounds.
  • 20. But use good judgment. Image credit: @DrDuran via Twitter
  • 21. And don’t fear a meme. Use it to your advantage... Image credit: http://www.flickr.com/photos/audreypenven/3482042123/
  • 22. ...by understanding the medium and using the right tone.
  • 23. Next time you’re in the Bay Area,
  • 24. Next time you’re in the Bay Area, BART…and you’re there! twitter.com/sfbart bart.gov/facebook sfbart.posterous.com By Melissa Jordan BART.gov Senior Web Producer mjordan@bart.gov Cover & this image: http://www.flickr.com/photos/myelectricsheep