Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great...

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Los Angeles County Metropolitan Transportation Authority Where’s the bus? Real-Time Info & Service Alerts Presented by Stephen Tu Manager, Operations & Service Delivery Digital Cities | Smarter Transportation 7 th Annual UCLA Downtown LA Forum Japanese American National Museum March 20, 2014

Transcript of Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great...

Page 1: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Where’s the bus? Real-Time Info & Service Alerts

Presented by Stephen Tu Manager, Operations & Service Delivery

Digital Cities | Smarter Transportation 7th Annual UCLA Downtown LA Forum Japanese American National Museum March 20, 2014

Page 2: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Metro Service At A Glance

Daily Ridership (Feb. 2014)

1,147,737 Metro Bus Boardings

352,659 Metro Rail Boardings

1,500,396 Total Systemwide Boardings

Service Area

Third-Largest Public Transportation System in the United States

183 Metro Bus Lines

15,967 Bus Stops

80 Metro Rail Stations

87.8 miles of Metro Rail

Page 3: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Lots of service, but when will it actually arrive?

MBTA (Boston)

A look at several other public transportation systems…

WMATA (Washington D.C.) BART (Bay Area) MUNI (San Francisco)

Page 4: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Customer Surveys Tell Us A Trend

75% of Metro Bus riders own cell phones

71% of those cell phones are smartphones (iPhone, Android, etc.)

Page 5: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Customer Surveys Tell Us A Trend

84% of Metro Rail riders own cell phones

63% of those cell phones are smartphones (iPhone, Android, etc.)

Page 6: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Nextrip Real-Time Arrival Information

Mobile Web nextbus.com

Desktop Web metro.net/nextrip

SMS / Text Msg “metro +stop ID”

to 41411

Page 7: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

How Nextrip Works

Transit Database NextBus

Call 511 metro.net

metro.net sms 41411

Rail Bus

http://www.google.com/imgres?imgurl=http://www.gps-navigations.net/wp-content/uploads/2011/01/Gps-Satellite-Constellation-Picture.jpg&imgrefurl=http://www.gps-navigations.net/tag/motorcycle-gps-image&usg=__eEZWLQhFeWLXQITkPsUl1B_KvM4=&h=521&w=650&sz=88&hl=en&start=2&zoom=1&um=1&itbs=1&tbnid=XZOIzpw1QJ4I9M:&tbnh=110&tbnw=137&prev=/images?q=graphic+of+satellite+or+GPS&um=1&hl=en&sa=N&rlz=1R2ADRA_enUS422&tbs=isch:1&ei=AVx-TfCJHM6htweW__zOBQ
http://www.google.com/imgres?imgurl=http://www.idealaunch.com/blog/wp-content/uploads/2009/12/internet-marketing-strategy-traffic1.jpg&imgrefurl=http://www.idealaunch.com/blog/content/search-engine-optimization-vs-social-media-marketing/&usg=__gSedlhkTHhbtKXPcFPTnN6P64BA=&h=1288&w=1600&sz=136&hl=en&start=3&zoom=1&um=1&itbs=1&tbnid=vCof6eSLYDEmeM:&tbnh=121&tbnw=150&prev=/images?q=internet&um=1&hl=en&rlz=1R2ADRA_enUS422&tbs=isch:1&ei=QF1-TanNN4e3tgfS46y6BQ
Page 8: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Nextrip Bus Stop Signage

QR Code technology for smartphones Tactile braille

Page 9: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

How Popular Has Nextrip Been?

Commanding 13% of ALL metro.net web traffic

Page 10: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

How Popular Has Nextrip Been?

Mobile Usage 2011: 32% 2012: 51% 2013: 66% 2014 (Feb): 69%

Page 11: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

What if service is disrupted? What are my alternates?

Page 12: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

What is the service alerts process?

Page 13: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Multiple Twitter Feeds for Different Needs

Twitter Account Content

@metrolosangeles

General news, The Source articles, two-way interaction,

Service Alerts, and Elevator Outages

@metroLAalerts Service Alerts Only

@metroLAelevator Elevator Outages Only

Service Alerts & Elevator Outage Notification System via Twitter

Page 14: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Who felt the earthquake on Monday?

Page 15: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Twitter Growth (as of Mar 2014)

Twitter Account Followers (Subscribers)

Reach (Unique Exposure)

Impressions (Exposure)

@metrolosangeles 20,264 40,918 116,611

@metroLAalerts 8,514 16,624 325,346

@metroLAelevator 111 4,157 5,832

Page 16: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Balancing Service Impacts vs. Cause of Impacts

Page 17: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Balancing Service Impacts vs. Cause of Impacts

Page 18: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

A Working Template

(____) Line up to (##) min delays due to (disabled train / track equipment issue / police activity / medical emergency) (at / near / btwn) (_____) Sta. (Trains share 1

track in area. / Bus shuttles requested). Follow announcements. ^(Initials)

Quantifying delays:

<5 min = “minor delay” (usually caused by signal issue or restricted speed – no single tracking)

5-10 min = “up to 10 min” (usually caused by signal issue or restricted speed – no single tracking)

15 min = “up to 15 min” (caused by single tracking during off peak on light rail lines)

20 min = “up to 20 min” (caused by single tracking during peak hour on LRT or anytime on subway)

>20 min = “major delay” (double block single tracking)

Not sure? = “disruption” (caused by bus shuttle [bridge])

Page 19: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Rail Operations 101

Page 20: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Twitter Reaction

“Keep up the great work!”

“As the case all week, great keeping everyone updated.”

“You are doing an awesome job, thanks for all the updates!”

“Thank you, Metro! MT @metrolosangeles: Work crews are in process of removing the trees, thx for your patience.”

“And the delays begin. But @metrolosangeles does a good job notifying us and handling the problems. So there shouldn’t be too much of a problem.”

“Thanks for the updates. Keep this guy wrapped in cotton and well fed!”

Page 21: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

How do I receive these alerts?

Metro.net

Look for box on right sidebar

Metro Mobile App

Twitter & Facebook

Follow @metrolosangeles, @metroLAalerts, or @metroLAelevator

Text Messaging

Text “metrolosangeles ON” to 40404

Substitute “metrolosangeles” for account of your choosing

Page 22: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Looking Ahead…

• Upgraded Transit Passenger Info Screens & Rail Arrival Info – In beta testing

• Passenger Count Information – lets you know if there is seat available on the arriving bus.

• Bike Rack Status – lets you know if there is a slot available on the bike rack on the arriving bus.

• Google Transit – Real-time arrival information on Google; under review.

• Cell Reception & Wi-Fi for Rail – provides mobile functionality in subway tunnels; est. 2016.

Page 23: Where’s the bus? · Twitter Reaction “Keep up the great work!” “As the case all week, great keeping everyone updated.” “You are doing an awesome job, thanks for all the

Los Angeles County Metropolitan Transportation Authority

Thank You!

Stephen Tu Manager, Operations & Service Delivery Metro Los Angeles, Executive Office Transit Operations | Social Media | Customer-Facing Systems

* [email protected]


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