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

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. Bon Jour !

3. Brno – Czech Republic
Overview of old town

4. Porto – Portugal
View of Porto riverside

5. Faculty of Informatics
Masaryk University

6. The School of Engineering

7. IBM – Jim Spohrer 2009

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. Mobility & Public Transport

11. Mobile Phones…

12. 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

13. 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

14. 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”.

15. 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

16. 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

17. 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

18. 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

19. Contemplate + CDIO
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 19

20. Contemplate + CDIO + SAS
© 2010 Petra Hocová FIMU & João Falcão e Cunha FEUP 20

21. 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

22. Examples of Excellent Service …

23. 2001

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

34. Thank you!
Grindelwald, Switzerland, The European Alps