An early adopter of automated passenger guidance
We have used Hogia Traveller Information Management System for several years now and we are very satisfied, says Marco. Using Hogia’s system eliminates manual and time-consuming processes such as entering the same announcement on all screens.
With the help of Hogia we just enter the information once and the system automatically loads it onto all channels. It takes less than a minute to make an announcement through all our channels. The customer gets the information quickly and we save a lot of time, Marco says.
Using standardised templates for announcements
To make the customer feel reliant on traveller information it’s important that the information in the announcements is correct and identical across all channels. Kalmar Regional Transport has produced 15-20 standardised announcement templates, covering the most common incidents.
Working with templates ensures the information remains the same across all channels, regardless of the service partner delivering the announcement. As a standard Kalmar Regional Transport always informs customers of delays of 10 or more minutes, partly or completely cancelled services, overcrowded services, suspended and moved stops.
Increased customer service
Customers expect correct and timely information, ideally on-the-fly, says Marco. Our ability to efficiently deliver the same information to travellers across all our channels; website, smartphone, text messages, screens at the stops and onboard buses, radio and other media, helps us achieve good customer service.
Less pressure on customer support
Our customer support team use the same system, enabling them to quickly and easily create announcements as and when several customers call in with the same questions. As we make announcements, we notice a large reduction in inbound calls which is proof that the information really reaches the travellers, Marco concludes.
About Kalmar Regional Travel
Kalmar Regional Travel is a department within the Kalmar County council and is responsible for all public transport within the county, including city buses, regional buses, several train lines and service journeys. All transportation is handled by service partners. As the Swedish Transport Administration runs the train lines this is also an important partner. Source www.klt.se
With Hogia’s system, we can make precise real-time forecasts without the responsibility to equip and maintain the buses. As the main public transport provider, we can centralise the monitoring and maintenance of the traffic information system and hand over responsibility for the technology on the buses, explains Annette Heckscher, Head of IT at Movia.
As the vehicles’ GPS coordinates are sent to Hogia’s central cloud-based system, on-board systems are no longer needed to keep track of bus positioning in relation to their scheduled routes, resulting in quicker installation and thus lower cost. With this, Movia saw the opportunity to delegate responsibility for technology on the buses to their service providing operators. Each operator uses equipment of their choice with the responsibility to deliver data on each vehicle route and its by-the-second-positioning.
The central system, Hogia PubTrans, holds information on the entire network, including all the bus routes. From this, Hogia Transit Cloud collect information to produce updates and alterations in real-time. Information displays for all buses are updated from the cloud in real-time, which in the past, as the systems on the individual buses had to be physically updated, could take a long time.
Monitoring improves timetable planning
Every event from every journey is logged in the central system. This creates new opportunities in terms of following up and analysing which in turn helps improve timetable efficiency. The system facilitates analysis of each journey carried out in relation to the assignment which underpins the dialogue with operators in our common strive to provide even better service to the customer.
Greater service to customers
While maintaining its ambition to give passengers high quality and regular information, Movia has cut down on technical equipment on the buses and the associated cost of upkeep. As a result, Movia can increase service levels and add real-time information to another 450 vehicles. Regardless of the bus they choose, customers expect the same level of service in terms of information about their journey. Once all buses are equipped with real-time information, Movia will be able to deliver this.
With over 200 million passenger journeys annually, across 450 bus routes, 10 local train lines and 5 flexible transport services, Movia is the largest public transport provider in Denmark. Movia is a consortium between 45 local councils and 2 county councils and serves authorities in making public transport an attractive and sustainable public service. Source www.movia.dk