SFMTA Municipal Transportation Agency The Next Generation Next Generation Customer Information Customer Information System System October 15, 2016 San Francisco, CA Citizens' Advisory Council (CAC) April 6, 2017
WHY NOW? 2017 2000 DRAFT
EXISTING RESEARCH 1.7% 92% 2 minutes 13% Increase Increase Saved Decrease 2 minutes: Waiting 92%: Seattle 13%: Decrease 1.7%: Increase in time savings for customers in perceived New York City mobile real-time reporting waiting time weekday information users increased ridership compared to satisfaction with customers using a public schedule transportation Source: OneBus Away Research Project
“Communication with riders could be better, like when they have to change The problem the route for whatever reason, I’ve been on the bus when we were not informed of that.” We are here to…. “Bus stops need updated signage. It should be improved to let people know ” what is going on. You don't know if a route has been eliminated, changed, or whatever. There should be some way to let riders know these updated situations.”
GOALS & OBJECTIVES Offer alternatives Retain customers Increase Provide world during long waits discretionary class real-time who might or service delays otherwise use less and off-peak information ridership sustainable transportation modes Increase public confidence in Muni so that customers can take transit to their destinations quickly and reliably
Current 20 minutes… Bus detoured After getting lost, Connecting bus Doesn’t know Leaves Chinatown due to Market spends extra money route also where to transfer Street special to ride Uber to Upper detoured Haight and arrives event late to work Shelter sign Shelter sign shows next erroneously vehicle arrival shows connecting bus arrival at regular transfer stop
Future 20 minutes… Bus detoured Connecting bus Arrives in Upper Transfers to Muni Leaves Chinatown due to Market route also Haight on time Metro Street special detoured after a short walk event from the train Shelter sign Screen on-board Screen on-board Shelter sign at shows next bus alerts bus shows all transfer point vehicle arrival customers of connecting transit shows detour for route detour routes and arrival regular connecting times at transfer bus and suggests a point potential Muni Metro alternative
SYSTEM ELEMENTS Surface Vehicle Locations Underground Locations Gathers vehicle locations from Gathers vehicle locations from CAD/AVL System Automatic Train Control System Intelligent Predictions Software Analytics Platform Applies logic and algorithms to generate Processes data from the Intelligent predictions, recommended alternatives, Predictions Software, Mobile Platform and other valuable information to be & Website to assist in operational and uncovered through further user research usage analysis Stationary Digital Signage On-Board Digital Signage Mobile Platform & Website Delivers travel information in mobile and Displays real-time arrivals and other Shows service updates, transfer online formats; app collects customer valuable information at shelters, connection times and other information on-board vehicles. behavior insights to inform planning decisions underground stations and on rail platforms
AN INTEGRATED SYSTEM
Next Generation Customer Information System Envisioned Features
SYSTEM FEATURES System Features Current Future Intelligent Predictions Software (generally accurate but Prediction Algorithm “ghost bus” issues exist) Crowding Level Alerts x Alternative Route Suggestions x (depends on API availability) Connections with other systems x Stationary Digital Signage Powered Shelters ( depends on technical feasibility) Unpowered Shelters x On-Board Digital Signage Stop Announcements (depends on technical feasibility) Transfer Connection Times x (depends on technical feasibility) Service Delay & Reroute Alerts x Mobile Platform (limited capabilities) Mobile App Usage Trends x
PREDICTIONS AND ALTERNATIVES CURRENT FUTURE Sign with arrivals Sign with arrivals and potentially better alternatives (Note: Photos do not imply SFMTA endorsement of a particular vendor.)
STATIONARY DIGITAL SIGNAGE FUTURE CURRENT LCD Stationary Digital Signs
ON-BOARD SIGNAGE CURRENT FUTURE Announce next stop ? • • Display next stop Display connecting routes and arrival times • Show nearby points of interest • Provide updates on detours and delays (Note: Photos do not imply SFMTA endorsement of a particular vendor.)
MOBILE PLATFORM CURRENT FUTURE Integrate real-time Third-party apps display predictions and trip planning Muni data, whether accurate into a MuniMobile platform or inaccurate ? Build a mobile platform Third parties display arrival info Gather customer insights on Mode No data on usage patterns choice, Wait tolerance, Abandonment, Latent Demand, Long-Term Retention (Note: Photos do not imply SFMTA endorsement of a particular vendor.)
Next Generation Customer Information System Public Outreach
OUTREACH STRATEGY Key Objectives • Understand how different customers characterize, locate, and use valuable information (late at night/early morning travel, multiple transfers, transfers to external systems, etc.) • Understand contextual factors, reasoning, and motivations behind mode choice and information needs. • Identify usability issues across the current customer information system user experience • Identify desired features and improvements for the next generation system
OUTREACH STRATEGY Methods Qualitative Quantitative + Concept Testing Online Survey Stakeholder Interviews Ride-alongs Specific Community Stakeholders BART, Caltrain and other transit agencies SF Board of Supervisors (including constituent representative from each district) Chinatown Community Development Center SFMTA Policy and Governance (CCDC) Hotel Council SF Travel Mayor’s Office Senior Action Network Mayor’s Office on Disability Small Business Commission SFMTA Citizens’ Advisory Council (CAC) Transit Riders Union SFMTA Multimodal Accessibility Advisory Youth Commission Committee (MAAC)
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