Presentation given by GBT CEO, Doug Holcomb, at the Northeast Passenger Transportation Conference and Expo on March 26, 2015.

1. NorthEast Passenger Transportation Conference and Expo 2015
Using Technology to Advance Customer
Service Improvements
Thursday March 26th 2015

2. Overview
• Serving Bridgeport and the surrounding region with public FR and DR bus
service
• 20 local, express and interregional routes
• Commuter and transit connections to Rail (Bridgeport, Derby, Stratford,
Fairfield), Ferry (Bridgeport) and other public bus services (Norwalk,
Milford)
• Special door-to-door service for seniors and riders with disabilities
• 57 Fixed route buses
• 200 employees

3. Tech Implementation Needs
• Public Outreach & Communications
• Customer Service
• Planning & Service Development
• Security and Resilience

4. Public Outreach & Communications
• Social Media
–Facebook
–Twitter
• Email Newsletter
• Feedback Forms
• Polling/Surveys
• Bi-lingual
(English/Spanish)
• Real-time Bus Info
–Bus Tracker
–Trip Planner
• Website
–Alerts (Text & Email)

5. Impact
• Increase in rider
feedback &
involvement in public
planning process
• Increase in community
partnerships & cross-
promotion
• Uptick in mass media
sharing
• Increased engagement
in all digital formats
• High use & growth of
real-time info
• Increased website use
• Community awareness
& improved perception
of brand

6. Internet Engagement
SHARING
Data cited is for 2014 calendar year, unless otherwise noted.

7. Sharing Example
Mass Media
SHARING to
37,260
followers

8. Social Media Management Tools

9. Customer Service (On-Board Experience)
• Online Forms for Comments or Complaints
(Automatically Databased)
• AVL Tracking
• On-board Surveillance
• Investigate like an accident

10. Impact
• Easy for customers to give feedback
• More detailed investigation and response
• Specific topics for operator training
• Improved information for performance review
and correction
• Identifying requests for new services disguised as
complaints

11. Customer Service Tools
Online Report It Form – All entries are automatically databased
Email Autoresponder

12. Planning & Service
Development
• Automatic Passenger Counter (APC) data for
boardings and alightings
• Automatic Vehicle Location (AVL) data for
travel times, cycle length and connecting
times

13. Impact
• Service improvements through correction to
travel times
• Ongoing service refinements through APC
data
• Data for long range planning
• Identification of shelter locations through
APC data
• Shift from “data-free analysis”

14. Bus Usage Heat Map

15. Planimetric Data Overlay

16. Route Change Comparison

17. Cycle Length Review

18. Security
• Facility Surveillance System/Real Time
Remote Monitoring
• Veoci – Web-Based Virtual Emergency
Operation Center
• Myguardtrax.com

19. Virtual EOC

20. GuardTrax

21. Nextiva

22. Impact
• Improved management of facilities
• Improved and productive relationships with
other community organizations
• Improved response to community needs
(hurricanes, blizzards, fires)

23. Metrics
• Ridership
• Preventable Accidents
• Trips Per Service Hour
• Productivity
• Complaints

24. Ridership

25. Preventable Accidents
Per 100,000 miles

26. Productivity
Boardings Per Service Hour (October)

27. Complaints
Gross Complaints per 100,000 boardings

28. Northeast Passenger Transportation Conference and Expo 2015
Using Technology to Advance Customer
Service Improvements
Thursday March 26th 2015