Transit Information Systems

Passenger Friendly

Passengers benefit by being able to access transit information through a variety of places, modes, and times. Each time a passenger seeks to plan a trip, check on route conditions, determine a fare, or gain other information, the administrators and operators responsible for the transit information system have an opportunity to deliver a customer benefit. When they realize such benefits, customers are more likely to enjoy increased service quality satisfaction—the single most important factor in improving all other ridership metrics.

Passenger information systems stem from origins as simple painted signs and printed schedules, supplemented by public address speakers, visual cues at stations and on rolling stock, and occasionally in mailings and public awareness advertising campaigns. In the contemporary sense, all of these modes are electronic in form and, increasingly, digitally enabled. Destination indicator boards within subway cars, on trains, and in buses, as well as on station platforms, can offer a route map showing active and inactive destination stations; this essential information can be augmented with data such as estimated arrival times, time to next station, next available service, and the next connecting service.

LED illumination has been widely adopted for these devices, boosting reliability and readability while conserving electricity. These display boards can be used in conjunction with digital voice messages and, in some of the more advanced installations, can be linked to wireless Internet service.

Ideally, these systems provide passengers with real-time information, although versions representing most of today's installed base provide only standard, preprogrammed station-to-station announcements. Still, the majority of these systems [Page 1453]are complemented by some means, generally auditory, of delivering such information as reasons for delay, the cause of a disruption, and any emergency or service-change updates.

Next Phases

Stationary transit information devices, such as interactive kiosks, can provide an extra measure of customer satisfaction during times when they are not being actively transported on the network. A system installed in 2012 in New York City by the Metropolitan Transportation Authority, for instance, features On the Go! kiosks that showcase route maps, line status, and ancillary trip planning information such as entertainment and cultural attractions by neighborhood. All of this information is produced in a visually stimulating format. Touch screen technology and colorful, large-aspect screens have made the pilot project a notable success, one that is being expanded.

There exists a multitude of opportunities to extend the reach and function of such installations. A new generation of self-service ticket kiosks, for instance, could double as travel information centers. Beyond simply enabling people to purchase a fare or refill a fare card, the enhanced kiosk could provide travel advisories in real time and suggest alternate means and routes for the passenger to reach destinations.

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