Transit 2.0 at BART: Harnessing New Platforms to Better Serve Customers
•
1 like•406 views
The document discusses BART's efforts to implement "Transit 2.0" by harnessing new platforms like mobile websites, social media, and third-party apps to better connect with and provide real-time information to customers. This includes sharing BART data with developers to encourage new applications, engaging customers on platforms they use, and finding ways to innovate within government constraints. Metrics like website traffic and social media interactions will help measure the success of these initiatives.
Recommended
More Related Content
Viewers also liked
Similar to Transit 2.0 at BART: Harnessing New Platforms to Better Serve Customers
Similar to Transit 2.0 at BART: Harnessing New Platforms to Better Serve Customers (20)
Recently uploaded
Recently uploaded (20)
Transit 2.0 at BART: Harnessing New Platforms to Better Serve Customers
- 1. Transit 2.0 at BART.gov Melissa Jordan BART.gov Senior Web Producer December 10, 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: • Mobile website • Text message updates • Email updates • Twitter • Facebook • Third-party apps • RSS feeds • Posterous blog
- 9. By sharing what we see and hear on BART...
- 10. 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
- 11. 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
- 12. Positive word-of-mouth loyalty is another measure of success.
- 13. Isn’t it hard to innovate in government? Yes
- 14. You have to be a gatekeeper Namdaemun Gate in Seoul, by Peter Garnhum via Flickr
- 15. Cupcaking?
- 17. But use good judgment. Image credit: @DrDuran via Twitter
- 18. And don’t fear a meme. Use it to your advantage... Image credit: http://www.flickr.com/photos/audreypenven/3482042123/
- 19. ...by understanding the medium and using the right tone.
- 20. 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
- 21. What have we done lately? Two highlights: Preparing for launch of full public API Partnering with Foursquare
- 22. Why an API? “Hello, I am in the process of developing an app that focuses on wheeled accessibility - both for folks with disabilities and those pushing strollers - and want to get I details on accessible stations, etc.” Woman pushing stroller, by heyitscatie via Flickr
- 23. Partnering with Foursquare Text dd Mashable
- 25. Connect with your audience... Image credit: @DrDuran via Twitter
- 26. Reach out to developers... Image credit: @DrDuran via Twitter
- 27. Amplify the awesome. Tilt-shift photo of Colma Station by @reign_fatlace via Twitter
- 28. Let’s talk! Questions? If we don’t get to yours, just email me at mjordan@bart.gov