Improving Mobility Services through Customer Participation

In their quest for sustainability, cities design and deploy smart mobility solutions aiming to improve the efficiency and management of transportation systems and to provide better services to citizens. Those solutions are often based on Information and Communication Technologies (ICT) and on digital services, but their maintenance and management are a greater challenge than their implementation. Problems can be difficult to identify since they can be exogenous or endogenous to the service provider. Usually, in their effort to maintain good service levels, companies implement complex and expensive information systems that use sensors to monitor infrastructure and hardware but ignore other sources of valuable information. In a digitalized world, customers easily report problems that are a cause of lower quality of service and worse user experience. However, for several reasons, service providers do not always pay due attention to these complaints. As communication channels are already open, the authors claim that customer participation through these reports can be used to significantly enhance the delivery and quality of mobility services. In this work the authors propose a methodology that takes advantage of customers’ participation in the maintenance and management of smart city solutions. With this methodology, the authors aim to redesign the process of customer interaction with service providers in order to improve the overall efficiency and the service experience. This research is based on a case study from a public transport service in the metropolitan area of Porto, in Portugal.

Language

  • English

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Filing Info

  • Accession Number: 01873195
  • Record Type: Publication
  • ISBN: 9783030610746
  • Files: TRIS
  • Created Date: Feb 15 2023 3:58PM