Improving Mobility Services through Customer Participation

• Type: Article in International Conference Proceedings Book
• Date: 2021

Authors

Sérgio Pedro Duarte (Author) Other; Marta Campos Ferreira (Author) FCUP; Jorge Pinho de Sousa (Author) FEUP; Jorge Freire de Sousa (Author) FEUP; Teresa Galvão Dias (Author) FEUP

Conference proceedings International

Title: Advances in Intelligent Systems and Computing

Pages: 654-663

5th Conference on Sustainable Urban Mobility, CSUM 2020

17 June 2020 through 19 June 2020

Indexing

Scopus - 3 Citations

Other information

Authenticus ID: P-00S-ZNB

DOI: 10.1007/978-3-030-61075-3_64

Abstract (EN): In their quest for sustainability, cities design and deploy smart mobility solutions aiming to improve the efficiency and management of transportation systems and to provide better services to citizens. Those solutions are often based on Information and Communication Technologies (ICT) and on digital services, but their maintenance and management are a greater challenge than their implementation. Problems can be difficult to identify since they can be exogenous or endogenous to the service provider. Usually, in their effort to maintain good service levels, companies implement complex and expensive information systems that use sensors to monitor infrastructure and hardware but ignore other sources of valuable information. In a digitalized world, customers easily report problems that are a cause of lower quality of service and worse user experience. However, for several reasons, service providers do not always pay due attention to these complaints. As communication channels are already open, we claim that customer participation through these reports can be used to significantly enhance the delivery and quality of mobility services. In this work we propose a methodology that takes advantage of customers¿ participation in the maintenance and management of smart city solutions. With this methodology, we aim to redesign the process of customer interaction with service providers in order to improve the overall efficiency and the service experience. Our research is based on a case study from a public transport service in the metropolitan area of Porto, in Portugal. © 2021, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 10