Ii 3 2010 02 18 Iess Ph Jfc

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A Service Science and Engineering Approach to Public Information Services in Exceptional Situations - Examples from Transport
Petra Hocová João Falcão e Cunha FIMU FEUP

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Ii 3 2010 02 18 Iess Ph Jfc

  1. 1. A Service Science and Engineering Approach to Public Information Services in Exceptional Situations - Examples from Transport IESS ► Genève ► CH ► 2010.02.18 Petra Hocová João Falcão e Cunha FIMU FEUP qhocova@fi.muni.cz jfcunha@fe.up.pt
  2. 2. Bon Jour !
  3. 3. Brno – Czech Republic Overview of old town
  4. 4. Porto – Portugal View of Porto riverside
  5. 5. Faculty of Informatics Masaryk University
  6. 6. The School of Engineering
  7. 7. IBM – Jim Spohrer 2009
  8. 8. Contents 1.  Dynamic urban life, communications, mobility, and public transport 2.  Pervasive targeted information regarding public transport 3.  SSME, CDIO & “Contemplating” 4.  The process of creating new information services for targeting citizens: urgent situations, non typical & pervasive 5.  Conclusions © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 8
  9. 9. Mobility & Public Transport
  10. 10. Mobile Phones…
  11. 11. Mobile Phones Patents 1973 -1975 Bell, Motorola, … http://www.privateline.com/PCS/history8.htm “The Bahrain Telephone Company Starts in May, 1978” Spectrum Cellular Corporation “The car telephone service was http://www.privateline.com/PCS/ladyinthepool.html introduced in the 23 districts of Tokyo in December 1979” © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 12
  12. 12. Over 1.2 mobile phones per person http://www.anacom.pt/render.jsp?contentId=853598 © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 13
  13. 13. SMSBUS - 40.000 messages a day during initial month of free usage (4.000, after 0.20€ cost). - 2005: 1st prize IV Fórum Telecom “Public Services of Information”. - 2006: 1st prize Deloitte/Diário Económico “Electronic Services”.
  14. 14. Dynamic urban life •  Pervasive mobility •  Pervasive Communications –  GPRS, 3G, GPS, … •  Large events attracting large numbers of people •  Large data bases with private information •  Public transport systems used by millions of people •  Unexpected uncontrolled urgent situations still happen  © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 15
  15. 15. CDIO and SSME •  Engineering of complex systems involves a process: –  Conceiving, Designing, Implementing and Operating. •  Multidisciplinary approach –  Involves knowledge of social sciences, organizational contexts, cultural aspects, and sustainability issues •  Requires team work •  When applied to service creation and development: requires SS(ME) © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 16
  16. 16. SSME •  Service always involves people (many people, different people, strange people…) •  Service always involves real time (cannot be stored…) •  Service may involve one or many classical discipline (mathematics, physics, chemistry, …), social disciplines (psychology, sociology, management, …), but also the arts, culture, environment, … © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 17
  17. 17. CDIO & Service System Evolution Conceive Programs, Systems, … , Services Design Goals & Implement “Soft” Goals Functional & Non-Functional Requirements Creativity & Innovation Operate © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 18
  18. 18. Contemplate + CDIO © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 19
  19. 19. Contemplate + CDIO + SAS © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 20
  20. 20. Contemplate: the Service Aspect Star 1.  Who: Agent 2.  What: Outcome 3.  Where: Location 4.  When: Time 5.  How much: Evaluation 6.  Why: Rule 7.  How: Process © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 21
  21. 21. Examples of Excellent Service …
  22. 22. 2001
  23. 23. Contemplate: the Service Aspect Star 1.  Who: Agent 2.  What: Outcome 3.  Where: Location 4.  When: Time 5.  How much: Evaluation 6.  Why: Rule 7.  How: Process © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 28
  24. 24. Information services for public transport users – focus on people! Unexpected events: - what to do? - who does what? -… © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 29
  25. 25. Useful Information Services •  For helping in Urgent or Unexpected situations: –  Involve a team of different people to create the service, from different backgrounds, representing all stakeholders. –  C-CDIO –  Use all information available, from all possible sources, and filter to relevant one in context –  Prototype and test exhaustively before deploying full service © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 30
  26. 26. The need for multidisciplinary competences •  Understanding the innovative Technologies now required for service provision •  Management of the service system CDIO process (Conceive, Design, Implement, and Operate) + Contemplate •  Understanding the functional and non-functional, or experience requirements, of People (not only final user!) © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 31
  27. 27. Conclusions •  The evolution towards a technology enabled pervasive service economy creates the need and possibility of new useful information services. •  We must have a solid understanding of technology but also a solid understanding of the needs of society, organizations and people. Therefore the need for contemplation! •  Information services influence the life of people and therefore we need to know a lot more about emotional requirements. © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 32
  28. 28. References Petra Hocova: INnovation & COoperation: Modeling the Reference Model of Service System for Supporting Cooperation. Masaryk University, Faculty of Informatics. PhD thesis (forthcoming, 2010) Petr Hladik: Public Transportation in Porto metropolitan area. Internal Report at OPT - Optimizacão e Planeamento de Transportes, Porto(2009) Lia Patrício, Raymond Fisk, J. Falcão e Cunha: Designing multi interface service experiences: the Service Experience Blueprint, Journal of Service Research, 10 (4), 2008, ISSN: 1094-6705, eISSN: 1552-7379, pp. 318-334. J. Falcão e Cunha, J. A. Cabral: Method for Providing Reliable and Useful Real Time Information of Vehicles’ Timetables using Text Messages for Mobile Devices with Small Screens, Patent Pending (INPI - Instituto Nacional da Propriedade Industrial); submitted 2009-02-27. © 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 33
  29. 29. Thank you! Grindelwald, Switzerland, The European Alps

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