Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
SEPTEMBER 17, 2015
Subject/Action
SUBJECT: CUSTOMER EXPERIENCE TECHNOLOGY IMPROVEMENT
ACTION: RECEIVE AND FILE STATUS REPORT
Heading
RECOMMENDATION
Title
RECEIVE AND FILE the status report on efforts underway to use technology and innovation to improve the customer experience on Metro's Bus and Rail system, and mobility in the region in general.
Issue
ISSUE
This report provides key accomplishments since the last update in June 2015 to further the goal of improving the customer experience as well as a look-ahead to the next update in December 2015.
Discussion
DISCUSSION
The following is a summary of progress on customer focused activities for the referenced period.
1. Multi-Modal Metro Trip Planner Stage 1 Implementation - Completed
The Trip planner is a high volume application (several million monthly queries) and as such warrants a staged, soft implementation to insure adequate compute resources, and time for users to learn and adapt to new features.
New features include, multi-modal itineraries including biking, walking and driving to the nearest parking/transit location, real-time scheduling for 19 different carriers, and connections to Metro sponsored vanpools and Uber.
The new planner also features a full size live map and utilizes adaptive design to automatically adjust to various screen sizes in support of desktop, tablet and smartphone devices.
This period (Stage 1) a link was added to the existing trip planner for users to try new features which have been beta tested by the Metro Contact Center. The current planner remains the default.
Next period, (Stage 2) the new trip planner will become the default trip planner with a link back to the old trip planner.
Finally, (Stage 3) the link back to the old trip planner will be dropped. Updated web-services for all trip planner functions have been developed for use by mobile developers, 511 support, Access Serv...
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