It’s great to be here today to talk briefly about how PTV is improving the customer experience for public transport users and to share with you some of our recent developments and challenges in the open data space and the improvements we have started to make over the last 12 months in the digital space, both directly as the transit authority, but also as the architects of the network with private operators building on our data and providing new and innovative services to customers. And of course most recently with the PTV opening access to our timetable data in GTFS form, how 3rd party developers have started to build exciting new ways for customers to access transit information.
But before we venture down that path, it’s important to stop and reflect on the changing customer satisfaction across our network over the last few years and the effort that has gone in improving the reliability and punctuality of our network.
Customer service levels across all modes of transport have been steadily increasing over the past few years and network performance has also consistently improved.
Since 2010, close to 10,000 new train, tram and bus services have been introduced and the performance of the operators has improved greatly.
PSO’s have also been introduced across the train network and have had a real impact on improving perceptions of safety across the network.
This graph shows the improvements in Overall customer satisfaction across our metropolitan transport network. The overall satisfaction is derived by a subset of scores that measures satisfaction with categories such as service, safety, customer information, comfort and cleanliness and ticketing, to name a few.
For instance customer satisfaction with personal security across the metro train network has increased from 60 in September 2009 to 71 now.
Metro ’s overall service performance across reliability and punctuality has seen customer satisfaction with services increase from a score of 68 in June 2010 to 85 now.
Satisfaction with ticketing has been steady but is also increasing from a low of around 55 to 62 now.
I don’t have v/line results up on the slide, but ordinarily Customer satisfaction on V/Line services has always been high across the level of services, information provided and personal security. The relationship regional passengers have with the operator is more personal than that of metro operators and why we think customer satisfaction is always high.
"AccessABLE" - An app for customers with special needs (Accessibility) This application will be using PTV's dataset to extract station & stop accessibility information which will allow passengers to exclude stations/services that may not match their needs. Apart from this, the application also uses crowdsourcing to identify the ground reality of the accessible information (eg. Users can report a non-working lift which will alert other users). This information has a potential to provide PTV an "eye" to the realtime accessibility information.
"NextThere/Triptastic" - Market Ready These applications follows a user interaction model that is already successful in other Australian capital systems, focused on presenting transit arrival information. Over the weekend they have implemented an integration to PTV's timetable API and PTV GTFS feed. The app also included the development of an estimated vehicle location system.
"Time2Travel" - Convenience in my hand (Wearable / Simplicity) One of the 'wearable' apps that personlises the experience. A pebble watch application - great simple functionality for regular commuters. You select your route, stop and how much notice you would like before your transport's arrival and it will vibrate to warn you when you need to leave or before you reach your intended stop.
"Movem" - Comfort, Reliability and Timetable (Confidence) This application will be using PTV data along with crowdsourced information to provide near realtime information on not just the journey path, but also the comfort. The app will crowdsource reliability and comfort (eg. seat availability) information. A self learning app that will improve the quality rating over time due to historic data availability.
"BoundFor" - Time poor customer (Wearable / Arrival contact) A travel planner for regular commuters which allows preset locations such as "Home" or "Work" to be created so no matter where you are leaving from you can quickly calculate the best route from the nearest stop and how long you have to get there. The interface also allows you to also easily select from other upcoming services and set a reminder.
A highly commended went to "Catch+Share" due to a feature which notifies a person you select when you commence your journey and lets them know when you are expected to arrive including any delays. The judges thought this could be a great addition to BoundFor or another similar journey planner style application.
Delivering public transport the
community choose to use
June 11th 2015
Information is key
Accessibility AccessABLE: Journey plan based on accessible stops
TripTastic: Ready to use Timetable API
Movem: How reliable is my line? / crowd source capacity
BoundFor: Apple Watch / share arrival with pickup
Simplicity TimeToTravel (Pebble App)