This synthesis will be of interest to senior managers interested in using customer-focused strategies at their transit agencies. Both established and newer agencies might use the synthesis to guide the establishment of effective customer-focused transit. The purpose of this report is to document the experiences of selected public transportation agencies in developing and implementing customer service programs. The synthesis examines the effectiveness of certain customer-focused activities in the categories of general interaction between the customer and the agency, obtaining and using customer input, involving employees in customer-focused public transportation, and achieving customer satisfaction. It details specific programs in the case studies of two public transportation agencies.
"Paul Comfort is our industry's leader on what's coming next for mobility. After a thirty year career in public transportation operations and executive leadership, he now travels the globe hearing directly from our top CEOs on what's working, what's not and what's next. If anyone can pull together a compendium on the Future of Public Transportation, it's Paul and he's done so in this book. Congrats!" - Erinn Pinkerton, President and CEO of BC Transit. "With Paul's long and distinguished career in transportation as well as his current involvement in mobility through his podcast Transit Unplugged and other thought leadership, Paul is uniquely positioned to provide a clear eyed and expert view on the future of public transportation and what we as concerned stakeholders should be thinking about."-Blair Schlecter, VP of Economic Development and Govt. Affairs, Beverly Hills Chamber of Commerce "As a 38 year public transportation industry veteran, and former CEO and Chair of APTA, I can say that technology and mobility is adapting faster than ever to societal demands and technological abilities. Paul Comfort has his finger on the pulse of these fast changing developments and has pulled together for this book a top notch roster of executives from the public and private sector to provide their input."-Peter Varga, Former Chair American Public Transportation Association (APTA). This new book "The Future of Public Transportation" is written by transit industry leader Paul Comfort and over forty top public transport leaders, CEOs, futurists and associations. The book examines the transformations coming this decade for cities and the public transportation systems that serve them allowing readers to become more informed and ready for these changes. In the next few years technology enhancements will produce and expand game changing new mobility options such as autonomous vehicles on regular bus routes and Mobility-as-a-Service (MaaS) smart phone apps allowing passengers to plan, pay for and subscribe to a full menu of traditional public transit and private microtransit options for their travel. Cities will further regulate and optimize the rampant expansion of e-bikes and e-scooters. Mobile public transit fare paying options will expand including allowing the use of not only cell phone and tap and go credit cards but even wearable fare payment jewelry and watches. Traditional transit systems are rebooting their bus networks, adding in high frequency routes & reducing the friction that slows their buses by adding bus only lanes, transit signal priority (TSP) and electronic fare payment systems. TNCs have now entered the public mobility marketplace and are supplementing or replacing public transit services for many. Transit fleets are becoming greener shifting to zero emission fuels like electric or hydrogen, large multi-national firms are transforming how we build and operate new rail and other capital projects through Public Private Partnerships (P3). Hyperloop and air taxis are looking more like science than fiction. Cities are becoming "smart" and eliminating traffic in the public square or charging for its usage in peak times. Most transit software is moving to the cloud and privately-owned electric automobiles could be the autonomous taxicabs of tomorrow.All these trends & innovations in technology and business models are explored in depth in this book with the collaboration of thought leaders, industry associations, CEOs and the major companies that are creating and utilizing them. In the end, bold leaders will take us to new horizons as they always have, but they will do so using modern technology to move us in ways we never thought possible, and in the process, eliminate barriers that have too long stood in the way of true mobility for all. And THAT is the Future of Public Transportation.
Public transit is a powerful tool for addressing a huge range of urban problems, including traffic congestion and economic development as well as climate change. But while many people support transit in the abstract, it's often hard to channel that support into good transit investments. Part of the problem is that transit debates attract many kinds of experts, who often talk past each other. Ordinary people listen to a little of this and decide that transit is impossible to figure out. Jarrett Walker believes that transit can be simple, if we focus first on the underlying geometry that all transit technologies share. In Human Transit, Walker supplies the basic tools, the critical questions, and the means to make smarter decisions about designing and implementing transit services. Human Transit explains the fundamental geometry of transit that shapes successful systems; the process for fitting technology to a particular community; and the local choices that lead to transit-friendly development. Whether you are in the field or simply a concerned citizen, here is an accessible guide to achieving successful public transit that will enrich any community.
'Transforming Cities with Transit' explores the complex process of transit and land-use integration and provides policy recommendations and implementation strategies for effective integration in rapidly growing cities in developing countries.
The purpose of this synthesis was to document the past and current experiences of public transit agencies that have planned, implemented, and operated fare-free transit systems. The report concentrates on public transit agencies that are either direct recipients or sub-recipients of federal transit grants and provide fare-free service to everyone in their service area on every mode they provide. The report will be of interest to transit managers and staffs, small urban and rural areas, university, and resort communities, as well as stakeholders and policy makers at all levels who would be interested in knowing the social benefits and macro impacts of providing affordable mobility through fare-free public transit. A review of the relevant literature was conducted for this effort. Reports provide statistics on changes in levels of ridership associated with fare-free service. White papers or agency reports identified by the topic panel or discovered through interviews with fare-free transit managers were also reviewed. Through topic panel input, Internet searches, listserv communications, and APTA and TRB sources, the first comprehensive listing of public transit agencies that provide fare-free service in the United States was identified. A selected survey of these identified public transit agencies yielded an 82% response rate (32/39). The report offers a look at policy and administrative issues through survey responses. Five case studies, achieved through interviews, represent the three types of communities that were found to be most likely to adopt a fare-free policy: rural and small urban, university dominated, and resort communities.
Written by seasoned experts, this groundbreaking book takes transit-oriented development to a whole new level by focusing on practical strategies proven to work in developing near transit stations as well as the broader fabric surrounding the transit district.
Provides a useful summary of the state of the practice in the area of improved transit traveler information. The result identifies transit traveler information needs, assesses the state of the art in providing transit traveler information, provides examples of customer information systems from both inside the transit industry and related industries, discusses transit traveler information as part of larger community information systems, and offers new directions for the transit industry in providing traveler information.
